In 2014, all levels of the Consumer Council of Zhanjiang City received a total of 16,607 visits and consultations, and accepted 1,518 complaints from consumers. All of them successfully mediate, and the resolution rate reached 100%. The amount involved was 5,784,500 yuan, which saved the consumer about 3,588,845.55 yuan in economic losses. Among them, there were 18 complaints due to fraudulent acts by the operators who had doubled their compensation, and the amount of doubled compensation was about 12,7342.2 yuan. According to statistical analysis, domestic electronic complaints have become hot spots for consumer complaints in 2014.
First, the home electronics category still holds the top position in various complaints.
In 2014, a total of 453 complaints were received from home electronics, accounting for 29.8% of the total complaints, an increase of 47.2% from 309 in 2013. Among them, communication equipment complaints accounted for heavily, accounting for 30.5% of such complaints. The main problem is that the mobile phone has problems such as automatic shutdown, crash, key failure, black screen, etc., no warranty, or multiple failures. There are two main reasons: On the one hand, some mobile phone manufacturers have excessively focused on exquisite and personalized designs to seize the market, ignoring the intrinsic quality of products. On the other hand, counterfeit, refurbished, and parallel mobile phones have large profit margins. Some illegal operators use the psychology of consumers to purchase goods only to pay attention to prices and use low prices as a magic weapon to promote sales, so that consumers often purchase quality without their knowledge. There is no guarantee of mobile phone products after-sales service, resulting in legitimate rights and interests after the problem can not be guaranteed.
Second, after-sales service complaints rose sharply.
In 2014, 134 complaints regarding after-sales services were handled, an increase of 185% compared with 47 cases accepted in 2013. After-sales service complaints were mainly reflected in home electronics and electrical appliances, accounting for 67.2% of complaints for after-sales service, followed by clothing, footwear and footwear complaints, which accounted for 14.9% of complaints for after-sales services. The main problems reflected in the complaints are: First, the merchants do not fulfill their â€œThree Guaranteesâ€ obligations. The expenses incurred during the warranty period for the â€œThree Guaranteesâ€ period shall be borne by the consumers, or they shall evade the â€œthree guaranteesâ€ responsibility on the basis of company regulations and human damage. Or multiple repairs are not as good as the maintenance records on the warranty card, giving consumers the opportunity to return. The second is to charge high maintenance and spare parts costs. Third, some electrical repair service providers do not have standard maintenance qualifications and poor professional ethics. Some even flaunted the banner of certain brand manufacturers' designated maintenance points, but in reality it was just an "empty shell." In particular, some of the repairers on the Internet that the manufacturers are looking for, have no physical store, and only have a mobile phone number. Once the warranty is needed, the physical store is often not found.
Third, complaints about housing and building materials have risen
In 2014, a total of 109 complaints concerning housing and building materials were received, up 13.5% from 96 in 2013. Of these, 47.7% of complaints were for building materials. There are two main problems: First, home decoration as an important content of housing consumption, in recent years has become the focus of consumer attention. The current housing renovation disputes are frequent, mainly due to the unsatisfactory construction quality of some developers. There are many problems such as housing leakage and area shrinkage. Some decoration companies are shoddy in the actual decoration process and use fake and inferior construction materials as high-quality building materials. Cheat on the price difference; some decoration staff without a license, crude construction, brutal construction and so on. Secondly, the hot topics of housing complaints are concentrated in disputes on deposits, postponements, home purchase contracts, and quality issues. The complaints in the housing sector are still difficult to deal with. Because many departments are involved, some real estate companies disregard consumer rights and interests, deliberately delaying, refusing to be irrefutable, and having a hard-line attitude. They do not accept mediation, resulting in consumer rights protection in the face of such problems. It is still difficult.
Fourth, consumer deposits are difficult to return
In 2014, a total of 43 contract disputes were accepted, accounting for 2.8% of the complaints, up 30% from 2013. The industries most reflected by consumers are home purchases, car purchases, decoration, building materials, and catering. According to the contents of consumer complaints, there are three main situations: First, the business violates regulations and exceeds the deposit, so as to restrict consumers and force the transaction; second, after the merchant unilaterally breaches the contract, the deposit The double return was not honored. Some businesses even withdrew their deposit principals. Third, some unscrupulous merchants unilaterally set unfair terms. If consumers do not want to sign a formal contract, they are deemed to be unilaterally breached by consumers. Will not be returned.
V. Food complaints drop slightly
In 2014, the city received 147 food complaints, accounting for 9.7% of complaints, a decrease of 3.3% from 2013. With news media constantly exposing food safety issues, both the determination of the government to govern food safety has been increased and consumers have become more concerned with food safety. In daily consumption, the general public no longer care only about the price of food, but also cares about the safety issues such as whether pesticides are left behind, whether food additives are added, or chemical raw materials that are harmful to the human body. The increase in consumer awareness of rights protection has not only increased the operating costs of operating service companies, but also prompted the operating and service companies to do a good job of food safety at the source.
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