Today, WeChat is a mobile application that many people can't live without. It also retains a lot of important chat information and life, work materials, and data loss in case of trouble.
On May 31st, the Android version of WeChat upgraded to version 6.6.7, and various app stores also began to push new versions of WeChat. However, for many users of Hammer Nut Pro 2 phone, it was a nightmare.
Recently, a number of consumers reported to the “Daily 315” column and the Sina Black Cat Complaint Platform that they were all users of the Hammer Nut Pro 2 mobile phone. After updating the new version of the Wechat app pushed by the app store, these users discovered that they were in WeChat. The important data and chat history are all lost.
Mr. Xu, who worked in Shanghai, bought a Hammer Nut Pro 2 phone at the end of last year. The reason why he chose this phone is because Mr. Xu has always been concerned about the founder of hammer technology Luo Yonghao, who is also a fan of him. However, just on May 31st, Mr. Xu, who chatted with WeChat, was suddenly interrupted by an update prompt that the system automatically popped up. Without looking at the contents of the prompt, Mr. Xu clicked on the 'confirm' button. This is a simple operation that makes Mr. Xu silly. .
Mr. Xu, who was chatting with WeChat, was suddenly interrupted. After the update, Mr. Xu found that he needed to log in to WeChat again. However, after logging in again, Mr. Xu could not only find the chat history but even all the chats in the previous WeChat. Records and other personal information have also disappeared.
The personal information in Mr. Xu’s WeChat account is 11G. These data have disappeared with this update. There are many years of chat records, business credentials, and chats with the deceased family members. Subsequently, Mr. Xu The customer service personnel of Hammer Technologies reflected the problems he encountered. The customer service personnel stated that Mr. Xu’s WeChat data could not be recovered; for Mr. Xu’s losses, they were willing to compensate a charging treasure as compensation.
Mr. Xu said that he could make some money himself and he wanted them to think of ways to restore the data. 'But they said they couldn’t recover anymore. They said to give a little charge to Po or headphones. Finally, I can only go this way. As a result, I have no way to complain everywhere. The official has never responded. I did not say how much compensation I would like. At the very least, I have a good attitude. I admit that you made something wrong and I apologize.
Like Mr. Xu, Xi’an consumer Mr. Li is also a user of Hammer Nut Pro 2 mobile phone. After updating WeChat, all the data saved in WeChat was lost. The reporter asked whether there was data loss when prompted to update the software. The risk, Mr. Li said, there are hints, but the specific expression is 'the APP signature is inconsistent, may lead to data loss', Mr. Li think such a statement is not clear. He said, 'Use Android phone is used to it, did not care too much, is The mobile phone manufacturer’s own application store did not expect any bad consequences. It did not make any other changes to the mobile phone. If you obtained any other permission, you clicked to confirm. After logging back in, you found that all chats were gone. . '
Mr. Li and other users who encountered the same problem also tried to communicate with the customer service technician of Hammer Technology. The other party stated that the WeChat data could not be recovered; in addition, the user agreement also had a disclaimer on the relevant issues, and therefore could not be responsible for Mr. Li’s losses.
The reporter consulted a user agreement prompting the phone when the new machine was activated. In the 'Disclaimer', it was mentioned: 'The hammer software cannot guarantee that the user's mobile device and computer data will not be lost after using this software. The security, correctness, adaptability and legitimacy of third-party software installed by the user cannot be guaranteed.
In addition, the reporter also saw on the WeChat official website an explanation of the WeChat chat log save rule, which states that after the WeChat software is uninstalled, all chats will be cleared and the chat record will not be able to continue to be viewed after re-installation; WeChat software is not uninstalled (Direct Overwrite the installation.) The chat log will be saved. To protect user privacy, the chat log will be saved to the user's local machine and the server will not save it. If the chat history is not backed up, the chat history on the previous mobile phone cannot be viewed after the phone is replaced.
As for the problems reflected by the consumer to the “Daily 315” column, the reporter got in touch with the hammer technology. The customer service representative told the reporter on behalf of Hammer Technology that although the user’s data was lost when the WeChat update version was pushed, Hammer Technology will still Apologize for the impact on users. In addition, Hammer Technology acknowledges that there was a bug in pushing the new version of WeChat, which was a bug in their mobile phone system. This problem only appeared on the Nut Pro 2 model; and the first time We communicated with WeChat, but unfortunately it was not able to restore the user's data.
Hammer Technology Customer Service stated that on the day when users received feedback on such issues, their app store made corresponding adjustments to WeChat's version and subsequently released version 4.2.5.1. The mobile phone system solved this problem.
Once the WeChat information in the mobile phone is lost and how the responsibility is divided, we believe that WeChat belongs to mobile phone third-party software. Some of the important information is on the WeChat data side. At the same time, for the sake of information security, third-party software information management will not rely on mobile phone manufacturers. In the event of information disclosure and loss, should third-party software bear the main responsibility? Shao Tong, a lawyer of Beijing Chaoyang Law Firm, believes that this depends first and foremost on whether the software provided by the service provider is safe or whether its technology has been improved. , There is no technical know-how, if the software services launched are flawed or even cause the consumer's information to fail to recover, the software itself should not be pushed to consumers. If it is pushed, it causes losses to consumers. The fault still lies with the operators and developers of the software. Because we can't ask consumers to conduct rigorous scrutiny on these accepted services because they don't have the capabilities and the related equipment and technologies. Therefore, the consumers are completely unaware of the situation. It is also impossible to make this service without making a security assessment. Once accepted to the service, losses should bear the primary responsibility for software developers and operators.
Hammer Technology's responsibilities for consumers' data loss should bear the corresponding responsibilities. Lawyer Luo Yun from Beijing Huijia Law Firm pointed out that, first of all, this involves some technical problems. The hammer company should have a prompt obligation when updating the company, and the company is There should be one more step to confirm the update, such as whether to prompt the update after confirmation, so as to avoid delaying the update. Second, when determining the update, there must be relevant risk warning information, and it should be explained in easy-to-understand words. It should be marked with a special font size so that consumers can see it. Again, the company should guarantee the consumers' right to information, the consumer's mobile phone information is gone, the company should give a reasonable explanation. Finally, the consumer may not How much money to lose, what concerns is the data in the mobile phone and information with commercial value. Since the operator is at fault, it should do its utmost to help the consumer to recover the data. If it cannot recover, it should be compensated accordingly.
The customer service staff expressed apology on behalf of Hammer Technology, and also compensated some consumers, such as giving away a treasure. But consumers are not satisfied with such processing, and think that hammer technology should be the official channel for this issue for the first time. Giving a statement. In the face of direct or indirect losses caused by products to consumers, how would a business deal with them more ideally? According to Shao Tong, first, businesses must make timely announcements and apologize on official websites, which can be used in a spirit to make consumption. Those who get some comfort. As for the issue of material compensation, it should be based on the case, different subjects, different information values to compensate.
Is it reasonable that the user agreement made by the handset manufacturer is unilaterally claimed to be exempted from liability? Is it really possible to be exempt? Lu Yun believes that this is an obvious disclaimer. The legitimacy of this statement is open to question. Because its statement puts all responsibility. All of them are pushed to consumers. In reality, there is an interactive process between mobile phones, software, and consumers. Whether the mobile phone itself and the corresponding software meet the technical requirements and standards, whether it meets the relevant standards, and is in line with the rights and interests of consumers. Under the Protection Act, this is what the company itself needs to accomplish. At the same time, the third-party APP software will have corresponding limitations when it comes to design or software updates. If there are system problems in the update process, it should also bear Responsibility. In the process of using the consumer, the consumer takes responsibility for his own reasons. However, if the consumer is unaware of the fact or if the merchant does not know it, the consumer has performed the wrong operation. It is unreasonable for consumers to pay the bill. Therefore, the division of responsibilities can not be generalized, nor can it be across the board. It should be combined. Determine the specific event.
Consumers do not want to see information leaked or lost on their mobile phones when they use mobile phones everyday. However, everything is afraid of 'in case'. How can consumers protect their information? Consumers want to safeguard their rights Pay attention to what links? Shao Tong said, first of all, for information leakage in mobile phones, it is recommended that consumers do not disclose ID and related passwords to the public. Once leaked, it is likely to be exploited by some unscrupulous personnel. It should also be regularly Information to make a backup.
If you want to safeguard your rights, consumers need to pay attention to whether the protection of internal mobile phone information is leaked through themselves. If it is leaked by oneself, it is very unfavorable for rights protection. If it is the wrong operation or the use of third-party software Leaks and losses can be claimed through a backup on a mobile phone or other device.
