According to the Voice of China, "News and Horizons" reports: Honesty and trustworthiness is our traditional virtue. It is an important reason for the Chinese nation to stretch for thousands of years, and it is also the cornerstone of modern society and the cornerstone of the market economy. Over the years, China has undergone a rapid transition from a farming society to an industrial society. The tradition of honesty has been eroded by money worship, fake sales, fraudulent loans, and even acquaintances have been repeated. The lack of integrity has become an urgent need for governance. One of the prominent social problems has also become a major factor constraining economic and social development.
Call 114, but get a counter repair hotline
In the hot summer season, the market for air-conditioning maintenance is also hot. Mr. Li of Beijing reported that there was a leak in the air conditioners in the home a few days ago, but he did not expect that the official hotline of Zhigao found through the 114 check-in desk turned out to be a 'counterfeit'. ' of.
Mr. Li reflected: '114 gave me a call, said Zhigao, he said, the door to repair you 150, Zhangkou is this. I said how to pay for the warranty period? He said that you bought a few years, I Said four or five years. He said that he would be guaranteed for three years. I said that it was not written for six years? He said that it was three years. I asked him, are you Zhigao? He said yes!
The warranty period of the air conditioner is only three years, which caused Mr. Li's suspicion. He found the 400 official customer service hotline of Zhigao Air Conditioning on the Internet. The other party told him that the problem of water leakage is very common. Just clean the filter and re- Install it.
Zhigao official customer service response: 'Is there a filter that has cleaned the internal machine? If it is blocked, the cold air will not blow out, it will form condensed water. If you clean the filter of the internal machine, if it is dripping afterwards, we are here. Can help you arrange repairs. '
After Mr. Li did it, he did not spend a penny, and the problem of air-conditioning leakage was solved. Subsequently, Mr. Li once again dialed the Zhigao maintenance phone provided by 114: 'I said that I called Zhigao’s 400 after-sales service hotline, and people said Don't spend money, why do you say you want to spend money? He said that you should go to the after-sales service, don't look for us, we are going to spend money.'
Is this repairer a genuine card or a counterfeit? The Voice of China reporter also used air-conditioning maintenance as a reason, call 114, the customer service staff told reporters that there is indeed a phone registered as Beijing Zhigao air-conditioning repair center.
114 customer service said: 'Beijing Zhigao air conditioning repair center, the phone is 69228827, give you a call, ask. '
This phone is the official customer service of the so-called Zhigao air conditioner that Mr. Li once called. However, after half a month, when the reporter dialed the maintenance call again, the staff of the company told the reporter that they are not the official maintenance of the Chigo air conditioner. Businesses, air conditioners, washing machines, water heaters can be repaired. He also introduced to reporters the '诀窍' of 114 well-known brands.
'Login in 114 can not be boarded, the general can not be boarded, to manufacturers to sign the agreement, no manufacturer agreement can not do, to the factory authorization. This is the boss's relationship. 'The repairer told reporters.
40,000 yuan a year, the pheasant company successfully 'landed' 114
114 The staff responsible for external cooperation revealed to reporters that in order to link the repair telephone number to a well-known brand in 114, it is necessary to issue a power of attorney of a brand company. If you pay 40,000 yuan a year, you can guarantee the repairer’s Broadcast frequency: 'Nothing is only reported to one family, Beijing is such a big market. You are like Mitsubishi, Sanlian Heavy Industry is not a family. This month may report you or report to him in these days, but the average monthly is the same. We have a rule, generally no more than 4 brands. The charge is 40,000 a year, according to the annual payment, the other is calculated on a monthly basis, only the air conditioning is calculated on an annual basis, because of the seasonal. '114 responsible personnel It is revealed that 'these maintenance companies are either pheasant companies or not. In fact, this thing is also known to Zhigao. If you don't have qualifications at all, fake, you can't go to 114. So big market in Beijing, how can Zhigao care. If something goes wrong, he has to take it. It must be authorized.
However, the staff of Chigo Air Conditioning said that the company has never authorized other maintenance points: 'This phone is not the manufacturer's phone, it must be the individual looking for 114 registration. He has repaired a lot of machines and it doesn't matter. I am sure there is no Authorized, before the user called to complain. '
Such an example does not only exist in the field of air conditioning maintenance. The reporter found that on the 114 checkpoint, some domestic famous electrical appliance brand maintenance calls were also occupied by unofficial repairers. In this regard, Little Swan’s official customer service said that The official after-sales service call is at the beginning of 400, only this one.
114 provides information that misleads consumers, multi-sector: does not accept such complaints
Then, who is responsible for misleading the information of the consumer? The reporter dialed the 12315 consumer rights protection hotline, the customer service staff told the reporter, the complaint is not true telephone information or complaint 114 platform, you can call the relevant complaints.
12315 customer service introduction: 'If you reflect the repair call is not true, you must call 12321 network bad and spam report acceptance center, reflecting the problem of this number is not true. If you complain 114, you have to call the Ministry of Industry Information Hotline 12300, Specialized supervision of service complaints. '
However, the customer service personnel of the 12321 network bad and spam reporting phone said that such complaints about the platform's release of information are not accepted by them: 'We are accepting harassing calls from others. 114 The number provided is wrong. This is not in our business scope. '
The Voice of China reporter called the 12300 hotline several times and did not dial the number. After that, the reporter submitted a complaint on the 114-digit registration desk for the unofficial repairer on the network page of the Telecom User Complaint Center of the Ministry of Industry and Information Technology. As of press time, Get feedback.
In addition, the reporter also consulted the 12358 price supervision report on the charges of the 114 check-in station registration and repair service, and the answer was that the business was not accepted by them.
'We are mainly concerned with the issue of price standards. The question of the registration fee you mentioned is open, and it belongs to the market adjustment price. ' 12358 price supervision report hotline responded.
Previously, some media reported that Fuzhou users had found the 'fake sale' of the US water heater through the 114 check-in station. Why did the 114 as a public service product fall into the 'true and false' controversy of the maintenance company? Is it only possible to solve the problem by user complaints? What are the 'routines' of the repairers of other Internet platforms?
'Disease-free, minor illness overhaul' into the hidden rules, Internet platform maintenance services still have to be standardized
In addition to the traditional 114 telephone directory platform, the Internet platform has also become the hardest hit area for 'maintenance service disputes'. Since 2015, only Shanghai Municipal Consumer Protection Committee has received 2,121 complaints about air-conditioning maintenance, most of which are repaired. Business comes from the Internet platform.
Tao Ailian, deputy director and secretary general of the Shanghai Consumer Protection Committee, said that in the recent unannounced visit, the experts of the Consumer Protection Committee of the Consumer Protection Committee only set the remote control to be garbled. Among the 11 home repair companies, there are 9 fictional computer boards. Failure, lack of refrigerant and other problems, so as to profit.
Tao Ailian pointed out: 'For example, for example, we are looking for a top maintenance company in the same city. It is called the neighboring home to the maintenance service department. After the maintenance personnel came, because there is no agreement with the maintenance worker. The opinion, he agreed to restore the machine to its original state, and then received 80 door-to-door fees, but we later found out that the repairman deliberately pulled some plug-ins, including some of its power cords. This is a major safety hazard. If you are not careful, there may be such a consequence of electric shock, so this behavior is very, very bad.'
Tao Ailian introduced that the maintenance industry is highly professional, and it is difficult for consumers to recognize some of the tricks in the middle. In addition to the 'sickness-free repair', there is also a kind of maintenance that is 'small disease overhaul'. The original dozens of problems can be solved, and finally The cost is actually a few hundred.
'In addition, we also have a top-ranking company on the Baidu platform. After the repairman came to the door, he said that your computer board is broken. Then he said that if you want to repair it, you need 400 maintenance costs. When he finished, he suddenly said that your outdoor unit was also broken. The refrigerant of the outdoor unit was gone. Then he took the pressure gauge like a model and connected it to the consumer. Your pressure is not normal, so I will give you a liquid. After no action, I will restore the watch to its original state, saying that I have added it to you, so that a total of 730 dollars was collected. 'Tao Ailian supplement.
For this kind of on-site service industry, users often find it difficult to distinguish between true and false. Take a Chengdu repairer as an example. The company is registered in Chengdu. From the advertisements of the company in Shanghai, it looks like a regular large-scale maintenance company. In fact, they contracted the business to an individual repairer in Shanghai.
Tao Ailian said that consumers should choose a repairer from a formal channel, and as a platform for service information release, they should assume corresponding review, regulatory obligations, and continuous purification of platform information, and cannot rely solely on user complaints and reports.
Tao Ailian stressed: 'For example, your basic review obligation, such as whether the company has a business license, then if it is a personal, personal identity information, etc. After these reviews, you have to put real identity information. Tell the consumer that it is easy for consumers to identify and choose. The second item is the necessary attention and supervision and management obligation. When you find a consumer complaint or the relevant department checks and finds relevant illegal activities or records, then as a platform The party should take corresponding measures. At the same time, the platform should establish such an access and exit mechanism. Once the company loses its trust, then you must remove him in a certain way.
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