Air conditioning repair cat tired exposure! Look at the problem platform "Baidu, 58 City, 360" how to respond?
"The air conditioner has failed, obviously it is only necessary to set the remote control to correct the code, but the home maintenance personnel exaggerated the fault, and the charge was as high as 730 yuan." At the beginning of this month, the Shanghai Consumer Protection Committee conducted an investigation on air-conditioning maintenance and consumption. The "feel" of many air-conditioning repair industries, such as fictional failures, minor illnesses and overhauls.
In the physical examination, the Shanghai Consumer Protection Committee searched the top 11 maintenance companies 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 conference. A positive response was made. For example, the number of Know-how (114) put forward a “zero tolerance for repairing minor illnesses and overhauls†to the maintenance partners, and conducted a comprehensive return visit to the service work orders. Shanghai Jiaotong Household Appliances Industry Association (reporting first line) said that the association will conduct a basic education based on professional ethics and integrity management in the whole industry.
In the physical examination, the problems of the 58 major cities, Baidu and 360 are the most prominent. At the same time, the platform is suspected of seeking improper benefits from fraudulent consumer behavior by illegal operators.
58 city: more than 1,000 pieces of unqualified data information
For example, the maintenance service of the “near-home maintenance service†on the 58th city said that the computer motherboard is damaged, and it is strongly recommended to replace the universal board. The inspectors requested to repair or replace the original board, but did not reach an agreement. The maintenance worker finally agreed to restore the machine to its original state and charged 80 yuan. However, before leaving, the maintenance worker deliberately unplugged the internal connector cable and the external power cable, causing serious safety hazards, and the property quality was the worst in all inspections.
In response, in response, 58 Tongcheng said that the special team had been set up for the first time, and the special service was launched to remove the service delivery link from the platform, and how to further protect consumers’ rights. If you find that the linked account is suspected of infringement, it will be closed down. In addition, the company has strengthened the back-end data review of Shanghai maintenance category merchants, and has released more than 1,000 unqualified data information every day. Up to now, 5,000 have been removed.
Baidu: Problem companies have no historical violations and have been removed
For example, the repairman of Shanghai Ximeng Refrigeration Equipment Installation and Maintenance Co., Ltd. on Baidu platform checked the internal machine and 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 inspectors chose to repair, the maintenance workers "drummed" the internal machine for a while (actually not repaired), and said that it was repaired. Subsequently, the maintenance worker lied that the outdoor unit had no refrigerant, and then connected the pressure gauge to add liquid and reversed the liquid addition valve to cause the machine to be below the normal pressure, to achieve the purpose of false liquid addition, charge 730 yuan.
Baidu responded to the Consumer Protection Committee and verified the situation of Shanghai Ximeng Refrigeration Equipment Installation and Maintenance Co., Ltd. The customer has a formal business license and ICP record certificate. The business scope of the business license includes maintenance of household appliances. The promotion website has been filed by the Ministry of Industry and Information Technology. Longer, history promotion has no violations. From the Baidu word of mouth data, the favorable rate is 90% (including 87, including 12, and 4). There is no illegal behavior to promote materials. Based on the above situation, it is in line with the promotion conditions on the line.
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 360 maintenance workers came to the door, one was inspecting the internal machine and responsible for holding the inspectors, and the other was doing various "hands and feet" on the outside machine. The video shows that the "outer machine" maintenance worker wants to unplug the compressor starting capacitor, but because the plug-in is 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 workers also lied that the machine needs to add liquid, and the liquid addition method is exactly the same as Ximeng refrigeration. The charging fee and the replacement of the capacitor fee are 700 yuan.
In response, 360 Company responded that the advertiser involved in the exposure problem was “Ningbo Jiangdong Zhongtai Appliance Repair Service Co., Ltd.â€. The company applied for promotion on 360 on December 5, 2017. The business license business scope includes Appliances 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, which only reflects the situation of “factory maintenance (official) air conditioning central air conditioning service centerâ€. At present, the merchant has been included in the 360 ​​promotion blacklist and permanently stopped 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 honesty, focusing on publicity and education, and improving the system, the key lies in effective implementation. In the field of maintenance, the integrity of each platform (especially the Internet search platform) is duty-bound.
Tang Jiansheng, deputy secretary-general of the Shanghai Consumer Protection Committee, clearly stated that “the Consumer Protection Committee has discovered one company and one platform under the platform. 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 implement the integrity of their actions in 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.
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