According to repeated investigations by the Shanghai Consumer Protection Committee, in addition to the air-conditioning maintenance field, automobile 4S shop maintenance and watch repair services have different levels of false maintenance and over-maintenance problems. Previously, many consumer rights protection Organizations and organizations have suggested that mobile phone after-sales maintenance also has false repairs, problems with replacement parts. For false maintenance, over-maintenance and other store dealers are not honest, the reporter interviewed relevant experts.
Why is fraud in the maintenance field frequent?
Electrical maintenance is highly professional, it is difficult for ordinary people to judge; Internet platform management is absent, it is difficult to blame
Why are fraudulent problems in the maintenance field frequent?
Tao Ailian, secretary-general of the Shanghai Consumer Protection Committee, said that because the maintenance industry is relatively professional, it is difficult for ordinary people to judge the pros and cons. Like the situation found by the Shanghai Consumer Protection Committee in air-conditioning maintenance inspections, if it is not for professional help, Consumers simply don't see the 'catty' in them. 'Consumers usually complain when the maintenance personnel charge the fees and can't solve the problem, and the fake repairs and other cases we released this time are not professional technicians. Advance intervention, preset scenes, basically the maintenance workers charge to leave, no complaints will be generated.
In this regard, Huang Jianping, secretary-general of the Shanghai Electronics Maintenance Service Industry Association, analyzed that on the one hand, the entry barrier for the appliance repair industry is very low, and the industry is mixed, and some small businesses that do not even have business licenses. On the other hand, consumers Lack of understanding of professional knowledge, can only trust those who can provide professional services.
'The responsibility of the network platform has not been put in place, and it is also an important reason for fraud in the maintenance field.' Tao Ailian said that the new consumer law is clear, and the network trading platform provider knows or knows that the seller or service provider uses its platform to infringe the legitimate rights and interests of consumers. If the necessary measures are not taken, the seller or the service provider shall be jointly and severally liable according to the law. 'In addition to the obligation of reviewing and supervising the settled enterprises, and the obligation to cooperate with consumers to resolve disputes afterwards, the Internet platform cannot rely on the auction. There should be a threshold for entry and exit. It is not that there is no complaint, it can be ignored, and it cannot be a 'safe haven' for the untrustworthy.
How consumers can prevent fraud
Contact formal merchants through authoritative channels, and verify documents when receiving services
How should consumers prevent fraud? 'The best preventive measure for consumers is to find a regular appliance repairer. In Shanghai, for example, Shanghai citizens can call the 962512 Shanghai Home Appliance Service Hotline, or through the 'Shanghai Release', Consumer Protection Committee. The official website of the Consumer Protection Committee helps you find and the official website of three industry associations related to home appliances in Shanghai, to find a formal maintenance company. ' Huang Jianping said that Shanghai began to implement unified door-to-door service certificate from 2014, and home maintenance personnel must be trained. After the certificate, the service was provided. As of 2017, among the 2,100 appliance repair service enterprises in Shanghai, there are about 780 qualified service companies and about 14,000 licensees.
'For the service personnel of the above-mentioned platform, consumers can ask for their license. If there is no certificate or doubt about the certificate, they can refuse to accept the service. For those who have the certificate service, if there is a dispute, they can directly complain to the industry association. Will come forward to help correctly handle consumer disputes. ' Huang Jianping said.
How to solve the problem of fraud maintenance
Support leading enterprises to develop a networked service system, and establish a blacklist of untrustworthy enterprises
Regarding the legality of the fraudulent behavior of maintenance personnel, Huang Jianping said, the first thing to look at is whether the enterprise that the consumer is looking for is formal and has a business license. If there is a license, the maintenance worker itself represents the enterprise, and the public can Complaints, or suing the court for pursuing corporate responsibility. If there is no business license, it is the fraud of the maintenance worker. The responsibility should be borne by the individual. However, the current problem is that the amount is not up to the filing standard, or even the last If you can't find the person responsible, it is often difficult to pursue the responsibility. 'The repair is carried out on site, and the evidence of the aftermath is fixed." Tao Ailian said.
'In view of the current small household appliance service industry is generally small, scattered, chaotic, it is recommended that the government departments to come forward, support leading enterprises to accelerate the development of networking, the industry association recommended member companies and the first-level service companies to join, and ultimately form a system, networking Sexual public service system. ' Huang Jianping also suggested that the government authorities should strengthen supervision and inspection; industry associations should also assume responsibility for market information collection, analysis of violations, etc., to provide necessary assistance for law enforcement; 962512 Shanghai home appliance service hotline as the government The service platform can also accept complaints from the public, collect problem information, issue consumer warnings, etc., and form a market supervision network system that cooperates with the government authorities-industry associations-service platforms to benefit the enterprises with integrity and standardization. Standard, not honest business pays the price.
Experts said that in addition to the establishment of a false maintenance enterprise blacklist and trustworthy enterprise recommendation list, it should also strengthen the training of practitioners, and vigorously advocate the professional ethics of honesty.