On July 25, the China Consumers Association announced the acceptance of complaints by the National Consumers Association in the first half of 2018. According to statistics, in the first half of 2018, the National Consumers Association received 354,588 consumer complaints and solved 262,395. The complaint resolution rate is 74.0%.
According to the nature of complaints, after-sales service issues accounted for 28.5%, quality issues accounted for 24.6%, contract issues accounted for 20.5%, false propaganda issues accounted for 8.9%, price issues accounted for 4.0%, counterfeiting problems accounted for 3.3%, security issues accounted for 3.3%, personality Dignity accounted for 1.2%, measurement problems accounted for 0.6%, and other issues accounted for 5.1%. After-sales service, product quality and contract issues are still the main cause of complaints, accounting for more than 70% of the total number of complaints. Compared with the same period in 2017, the contract 3. The proportion of complaints about false propaganda, price, counterfeiting, security, and personal dignity has increased.
Proportion of complaints
In terms of commodity complaints, in the first half of 2018, there were 156,643 commodity complaints, an increase of 16.7% year-on-year, accounting for 44.7% of the total complaints, a decrease of 2.8% compared with the same period in 2017. Among them, household electrical appliances, 5. Daily commodities, transportation, clothing, shoes and hats and housing and building materials complaints rank among the top five.
Commodity category complaints (unit: pieces)
According to statistics, the total number of complaints about household electronic appliances was 4,4096, accounting for 27.8% of the total number of complaints, ranking first in commodity complaints. Among them, the number of complaints about communication products was 11,625, and the number of computer products was 3,812. The number of complaints about products was 5,412, the number of complaints about household electrical appliances was 3,791, the number of complaints about air conditioners was 3,762, the number of complaints on flat-panel TVs was 2,958, and the number of complaints about washing products was 2,831. 2,427 pieces, the number of complaints about water heater products is 2,025.
For complaints about electronic and electrical products, the main problems reflected by consumers are:
First, there are many types of kitchen appliances, small electrical appliances and brands. Some product functions and indicators lack national unified standards. The contents of the manuals are vague and the quality of performance varies greatly.
Second, the quality of individual small household appliances is not guaranteed, not durable, and the lifespan is short. The 'three guarantees' promised by the manufacturers is short, and there is no 'three packs'.
Third, some manufacturers have the concept of reselling light services, and the service awareness is weak. Some home appliance brand after-sales services do not pay attention to consumer appeals. The breadth and depth of services are insufficient. The manufacturers lack effective supervision of subordinate maintenance outlets. The heart is not strong, the service attitude is blunt. Especially the lack of after-sales service in rural remote areas, difficult maintenance, higher maintenance costs.
4. Fourth, individual home appliance products are delivered in the peak season, and installation and other services are not timely.
For example, in May 2018, the Consumer Council of Xingcheng City, Huludao City, Liaoning Province received consumer complaints. Consumers reported that after purchasing the air conditioner in a pre-payment in a shopping mall in Xingcheng, after the promised delivery installation time was overdue for many days, See the goods and after-sales service personnel. When the consumer negotiates with the mall, the answer is 'no goods and no money'. According to the investigation by the Xingcheng Consumer Council, such problems in the shopping malls are many mistakes made by the head office. Factors caused short-term financial constraints, resulting in distribution, delay in installation, coordinated by the Consumer Council, the mall promised to arrange the distribution or refund as soon as possible, the consumer agreed to the program.
Another example is that on January 6, 2018, a new hand-washed treasure bought by a supermarket in Jinhua City, Zhejiang Province, suddenly exploded during charging, resulting in different degrees of damage to the TV, refrigerator and air conditioner of Ms. Gao. Ms. Gao reported no results to the manufacturer, and she urged the Dongyang Consumer Rights Protection Committee to request the manufacturer to compensate for the economic losses. After accepting the complaint, the Dongyang City Consumer Protection Committee staff immediately contacted the manufacturer and the property loss of Ms. Gao’s family. The estimation was carried out, and then both parties were present to conduct mediation. Dongyang City Consumer Protection Committee said that according to the "Procedures of Zhejiang Province to Implement the Consumer Protection Law of the People's Republic of China" (new amendments in 2017), the relevant provisions on the inversion of burden of proof, consumers believe that Within six months of the explosion of the hand warmer, the manufacturer shall bear the burden of proof, which proves that there is no quality problem in the warm hand treasure in this case, and the manufacturer said that it cannot prove. The loss caused by the explosion of the hand warmer The fact that the two parties finally reached an agreement, according to the fact that no injuries were caused, and the factory compensated 2,000 times according to the damage caused by Ms. Gao’s home. Yuan, consumers recognize this.