Communication equipment into household appliances commodity complaint rate disaster area

On March 11th, the provincial bureau of industry and commerce issued the “2012 Consumer Appeal Review Report”. According to the report, in 2012, the number of consumer electronics complaint cases ranked first in consumer electronics and electrical goods, and commodities, cigarettes, alcohol, beverages, and food commodities ranked second and third respectively. 70.24% of the total number of complaints; services, consumer complaints, residential services, telecommunications services, Internet services were ranked among the top three complaints.

According to statistics, last year the province's 12315 complaints and reports received a total of 466,137 calls to answer consumer complaints and complaints, including 336,303 inquiries, 30,633 complaints, and 99,201 consumer complaints. The number of complaints handled was 96,023, and the case resolution rate was 94.20%. A total of 97.74 million yuan was saved for the consumer to recover economic losses.

Commodity consumer complaints:

The top statistics of home electronics and electronics rankings in the appeals list show that the total number of complaints on commodity consumption in Zhejiang last year was 55,096. Among them, household electronics and electrical products have the highest number of complaints, which is 16,458, accounting for 29.87% of the total number of complaints. The number of complaints for general merchandise products ranks second, accounting for 11,930, accounting for 21.65% of the total number of complaints; Ranked third place were cigarettes, alcohol, beverages, and food products. There were 10,311 complaints, accounting for 18.71% of the total complaints. According to statistics, the above three types of commodities together accounted for 70.24% of the total amount of merchandise complaints.

The main problems in the complaints of home electronic appliances are focused on quality and after-sales service. In the complaints concerning such goods, consumers’ complaints regarding communication equipment, air conditioners, televisions, computers and related equipment were ranked in the top four.

According to analysis by the relevant person in charge of Consumer Protection Sub-bureau of Zhejiang Industrial and Commercial Bureau, the communication equipment occupies the main position of household electrical and electronic goods complaints. The reasons for this phenomenon are as follows: First, with the improvement of people’s living standards, consumers have existed for communication equipment. There is a large rigid demand; Second, there is a mixed situation in the current communications equipment market. Smuggled mobile phones, refurbished mobile phones, fake and shoddy mobile phones are full of markets, and their quality and after-sales service cannot guarantee. Third, some communication equipment manufacturers often focus on Renovation of patterns in appearance and function ignores the intrinsic quality protection of mobile phones, causing many consumers to complain about the quality of communication equipment.

Service consumer complaints:

According to statistics from the hotspots for beauty hotspots, the total number of complaints on service consumption last year was 44,105, an increase of 7,273 from 2011, a year-on-year increase of 19.75%, and the growth rate was much higher than that of commodity appeals.

In the category of service industry, the number of cases of complaints concerning resident services ranks first, being 7839, accounting for 17.77% of the total number of complaints; followed by telecommunications services, Internet services, and catering services.

The main issues of consumer complaints in the resident service industry focus on quality and contract. They constitute a hot reason for complaints in the resident service industry. The hotspots for complaints mainly focused on two service projects: hairdressing, beauty care and dyeing and dyeing services. They accounted for 81.82% of the total complaints for residents' services.

“The living standards of residents are gradually increasing. Consumers’ demand for services such as hairdressing, beauty care, and dyeing and dyeing is increasing. On the other hand, current service industries such as hairdressing, beauty care, and dyeing and dyeing have exaggerated publicity and the fees are unreasonable. , Poor service results, and service consumer card disputes and other non-standard operations.” Analysis of the relevant person in charge of the business sector.