Tianjin Administration for Industry and Commerce released the "2010 Tianjin Industry and Commerce Administration Consumer Rights Protection Report". The consumer rights report shows that in 2010, the number of household appliances complaints in the city's complaint hot spots increased significantly, entering the top ten for the first time. In addition, the TV direct complaints fell out of the top ten, while the mobile phone complaints fell for the first time.
Five major changes in appeal hotspots
Compared with the hotspots of complaints (complaints) in 2009, there are five major changes, such as the first finalist for household appliances complaints, and the complaints about direct TV sales falling out of the top ten.
A, home appliances complaints increased substantially
The first complaint hotspot is no suspense or home appliance complaints. According to the data, the total number of home appliance complaints this year has increased by 15.49% year-on-year on the basis of last year, reaching 1,625, which is nearly 600 more than the second place. Among them, the complaints of air conditioners and televisions accounted for 30.15% and 24.68%, respectively. Complaints about air-conditioning are mainly concentrated from June to September. About 60% of them involve untimely maintenance services and delivery and installation according to the agreement. Complaints about TV sets are mainly related to the "three guarantees" problem. In addition, complaints about water heaters, refrigerators, and washing machines each accounted for about 10%, mainly due to after-sales service problems caused by product quality.
B. Home appliances complaints entered the top ten for the first time
According to reports, among the top ten complaint hotspots in 2010, household items entered the top ten hotspots for the first time, ranking third, with a total of 664 complaints throughout the year, a year-on-year increase of 10.12%. The complaint is relatively obvious that combined furniture accounts for 19.58%; sofas, kitchenware, bed cabinets, etc. each account for about 7%. The main problem is that the merchant does not provide maintenance services in accordance with the contract and regulations, and the quality of the ordered furniture is inconsistent with the display samples.
C, TV direct sales complaints fell out of the top ten
Complaints about direct TV sales improved in 2010. In response, the person in charge of the industry and commerce department introduced that in response to the lack of standardization of TV direct business operations in recent years, the frequent occurrence of consumer infringement, and the concentration of consumer complaints, Tianjin Industry and Commerce Bureau organized a special rectification of TV direct sales to fully understand the bottom, Strengthen administrative guidance, supervise the quality of commodities, monitor advertising operations, and carefully regulate the business conduct of direct TV companies. Tianjin Municipal Industry and Commerce Bureau has also established a direct interactive rights protection mechanism with the city ’s leading TV direct sales company “Tiantian Shopping†to jointly safeguard the legitimate rights and interests of consumers. In 2010, the industrial and commercial system resolved 55 complaints about TV shopping for consumers, and saved consumers more than 10,000 yuan in economic losses. Through remediation, the operation of TV direct selling companies has been effectively regulated, and consumer complaints have dropped significantly.
D. The mobile phone complaint dropped for the first time
Mobile phone products have been a hot issue in recent years because of the large total usage and high utilization rate. However, through statistical analysis in 2010, it can be seen that the number of mobile phone complaints fell for the first time last year, with a total of 1011 complaints, compared with 1247 in 2009 Reduce by 20%. In this regard, the person in charge of the industry and commerce department also pointed out that product quality and after-sales service are uneven. Operators relying on the superior position of commodity quality appraisal to shirk the responsibility of "three guarantees" are the main reasons for consumer disputes.
E. Telecommunication services rise and fall
It is understood that in 2010 telecommunications service complaints fell by 15% year-on-year. Contrary to the situation in 2009, complaints for fixed-line services increased by 36.96% year-on-year, while complaints for mobile services decreased by 31.22% year-on-year. Fixed-line complaints are mainly caused by line faults. On the one hand, some network cable equipment is aging and the signal transmission quality is unstable. On the other hand, the line is stolen or partially damaged due to improper construction.
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