Air conditioning repair cat tired exposure! Look at the problem platform 'Baidu, 58 city, 360' how to respond?
'Air-conditioning failure, obviously only need to set the remote control to correct the code, but the home maintenance staff exaggerated the fault, the charge was as high as 730 yuan. ' At the beginning of this month, the Shanghai Consumer Protection Committee conducted an air-conditioning maintenance consumer inspection survey, exposure The fictional failure, minor illness and overhaul, and many other air-conditioning maintenance industry's 'catty'.
In the physical examination, the Shanghai Consumer Protection Committee searched the top 11 repair merchants from 360, Baidu, plus warranty first-line, public comment, 58 city and other 8 Internet platforms and 3 telephone inquiry platforms. There is a problem with the home platform.
The reporter learned from the Shanghai Consumer Protection Committee that as of July 6, nine platforms had written feedback to the Shanghai Consumer Protection Committee within the stipulated time, and requested the Shanghai Consumer Protection Committee at the news briefing. A positive response was made. For example, the number of Know-how (114) put forward a 'repair of minor illness and minor tolerance' to the maintenance partner, and a comprehensive return visit to the service work order. Shanghai Jiaotong Household Appliance Industry Association (Reporting First Line) said that the association A basic education based on professional ethics and integrity management will be conducted throughout the industry.
In the physical examination, the problems of the three major platforms of 58 cities, Baidu and 360 are the most prominent. At the same time, the platform is suspected of seeking improper benefits from fraudulent consumer behavior.
58 city: more than 1,000 pieces of unqualified data information
For example, the 'near-home maintenance service' on the 58th city is called the computer motherboard damage, and it is strongly recommended to replace the universal board. The inspector asked to repair or replace the original board, but did not reach an agreement, the repairman finally agreed The machine is restored to its original condition and charges 80 yuan. However, before leaving, the maintenance worker deliberately unplugged the internal connector cable and the external power cable, causing serious safety hazards. The property quality is the worst in all inspections.
In response, in response, 58 City said that it has set up a special team for the first time to launch a special action on how to further protect consumer rights from the service delivery link of the platform, and has shut down businesses suspected of infringing consumer rights. If you find that the related account is suspected of infringement, it will be closed down. In addition, the company has strengthened the back-end data review of the Shanghai maintenance category merchants, and more than 1,000 unqualified data information is released every day. , as of now, 5,000 have been removed.
Baidu: Problem enterprises have no historical violations and have been removed
For example, the maintenance worker of Shanghai Ximeng Refrigeration Equipment Installation and Maintenance Co., Ltd. on Baidu platform checked the internal machine and then judged that the internal computer board was faulty, and said that it would pay 400 yuan to repair the computer board, or pay 800 yuan to replace the computer board. After the personnel selected the repair, the maintenance worker slammed the internal machine for a while (actually not repaired), and said that it was repaired. Then, the maintenance worker lied that the outdoor unit had no refrigerant, and then connected the pressure gauge to add liquid. Reversed the liquid-filled valve caused the illusion of the machine below normal pressure, to achieve the purpose of false liquid addition, charge 730 yuan.
Baidu responded to the Consumer Protection Committee, verifying the situation of Shanghai Ximeng Refrigeration Equipment Installation and Maintenance Co., Ltd. The customer has a formal business license, ICP record certificate, business scope in the business license including home appliance repair, promotion website has been filed by the Ministry of Industry and Information Technology, promotion time Longer, history promotion without violations. From Baidu word of mouth data, the favorable rate is 90% (including 87, including 12, badly 4). There is no illegal behavior in promoting materials. Comprehensively, the above conditions are in line with the promotion conditions.
However, Baidu said that for the service fraud that exists in its offline maintenance, the company has been offline, the advertisement has been suspended, and the customer website is closed, the account is now rejected, and the customer will be punished according to Baidu's penalty rules.
360: The merchants involved have promoted the blacklist and permanently stopped cooperation.
In the consumer inspection of the Consumer Protection Committee, after the 360 maintenance workers came to the door, one inspected the internal machine and was responsible for holding the inspectors, and the other was doing various 'hands and feet' on the outside machine. Video display, 'outside machine' maintenance The worker wanted to unplug the compressor starting capacitor, but because the plug-in was relatively tight and unsuccessful, he immediately wiped the surface of the capacitor to give the observer the illusion of replacing the new capacitor. In addition, the 'outside machine' maintenance worker also lied about the machine. Need to add liquid, adding liquid means the same as Ximeng refrigeration. Charge the liquid fee, replace the capacitor fee a total of 700 yuan.
In response, 360 Company responded that the advertiser involved in the exposure problem was 'Ningbo Jiangdong Zhongtai Appliance Repair Service Co., Ltd.', and the company applied for promotion on 360 on December 5, 2017. The business license business scope includes Appliance maintenance, ICP filing and other qualifications are complete, and the company name in the promotion page is the same as the business license company name when filing, in line with the promotion requirements. After verification, the company has privately modified the promotion page in the later stage of promotion, resulting in no company name in the promotion page. , only reflects the 'factory maintenance (official) air conditioning central air conditioning service center' situation. At present, the business has been included in the 360 promotion blacklist, permanently stop cooperation.
Consumer Protection Committee: Internet platform should not be a safe haven for untrustworthy
Can the response to the problem platform really convince consumers?
The Internet platform should not be a safe haven for untrustworthy people. The Shanghai Consumer Protection Committee believes that the root cause of all kinds of violations of the legitimate rights and interests of consumers in home appliance repair and other maintenance services is the serious lack of integrity mechanism. Strengthening the construction of integrity, focusing on publicity and education The key to perfecting the system is to implement it effectively. In the field of maintenance, the integrity of each platform (especially the Internet search platform) is incumbent.
Tang Jiansheng, deputy secretary-general of the Shanghai Consumer Protection Committee, clearly stated that 'the Consumer Protection Committee has found one, and the platform is under one. This is not a good faith mechanism. Baidu, 360, 58 and other Internet companies have gathered the most intelligent talents in China. I believe that they must be able to come up with a good way to establish a good faith mechanism that can constrain the business. The key is that they are willing to put their integrity on the action.
It is reported that the Shanghai Consumer Protection Committee will urge all platforms to effectively implement improvement measures and establish and improve relevant credit mechanisms to better safeguard the legitimate rights and interests of consumers.