Wen | Zhang Yang
At the beginning of 2022, a letter from a consumer pulled back the time to the Li Jiaqi live broadcast room of the 2021 Double 11 event, and the protagonist of the product was "Shuke Toothpaste".
On the evening of November 5, Li Jiaqi was still competing with Wei Ya next door for sales, and after the "Shuke Toothpaste" was on the shelves, the sales data of Li Jiaqi's live broadcast room soared again.
Like thousands of consumers, Lee (pseudonym in the text) saw a large discount in Li Jiaqi's live broadcast room of "Shuke brand" enzyme whitening toothpaste, the original price of 149.9 yuan 3 sticks (lime flavor 1, cherry blossom flavor 2), the price of buying two groups in the live broadcast room is 114 yuan, and a number of toothpaste samples are given away.
Six days later, the toothpaste arrived, lee left 3 of them himself, and the rest was distributed to friends and family.
On December 27, 2021, about 10 days after using the shuke toothpaste that he had snapped up, Lee accidentally found himself in the mirror when brushing his teeth with shiny powder in his mouth, and then found that the toothbrush handle and the brush cup were also the same kind of powder, and he realized that it was caused by the serious loss of spray paint outside the Shuke toothpaste tube.
Lee thought that only this toothpaste had quality problems, and after asking other relatives and friends, he found that the toothpaste purchased in Li Jiaqi's live broadcast room had the same "slag off" problem.
How can the paint on the outer packaging of toothpaste fall off? Is the paint powder in the mouth toxic? With questions, the reporter contacted Taobao's "Shuke official flagship store", unexpectedly, the customer service seconds returned the following message:
"Dear, thank you for your support of SHUKE products, we are very sorry for the inconvenience caused to your use. Explanation of reasons:
1. Toothpaste tube discoloration is due to abnormal UV curing during the printing process, resulting in individual paste tubes. However, Shuke promises that there is no quality problem with the toothpaste body, so please use it with confidence.
2, because the product will not affect the normal use, but XiaoShu still feels very sorry, so give you a refund of 30 yuan and give you a coupon of 30 yuan without threshold, 10 yuan per month, 3 months to apologize.
Thank you again for your support and understanding, there is no problem in shipping the products at the end of December, and you can purchase them with confidence. ”
It can be seen that the official flagship store of Shuke has long found that there is a "problem" in the product batch, and the customer service has already prepared a template for replying to the words, and the reply has not answered positively whether the paint shedding causes the import hazard.
Lee does not approve of this after-sales treatment, the spray paint on the toothpaste tube has been eaten into the mouth of himself and his family, and the paint on the hand may also stain the eyes and inhale the nasal cavity, how can people achieve the "safe use" in the customer service reply?
With doubts, the reporter contacted the Tmall consumer service hotline (9510211) and Li Jiaqi Taobao live room customer service (Li Jiaqi Austin Fan Welfare Agency) again, and the replies of the two parties were: "Tmall customer service negotiated with Shuke store, and the treatment plan given was 30 yuan compensation", "Li Jiaqi live room customer service can not directly handle after-sales service, need to communicate with the merchant feedback".
After receiving feedback from Tmall's official customer service and Li Jiaqi's live service, Shuke's official flagship store took the initiative to contact Lee many times and modified the solution many times, first "apply for a return refund", then changed to "return refund and compensation of 30 yuan", and finally changed to "return refund, single compensation of 90 yuan for painting". However, the quality problem and whether the falling powder is harmful to the human body has always been silent.
The reporter and Lee contacted the owner of the Shuke toothpaste brand "Guangzhou Vimax Industrial Co., Ltd.", which is now renamed Vimax Industrial (Guangzhou) Co., Ltd. (hereinafter referred to as "Vimezi"), and the interviewee said that the company's management was not aware of the incident. The Tmall flagship store is operated by its own separate division of the company. After that, a person in charge of Vimax got in touch with Lee and said that "the sales volume of Li Jiaqi's live broadcast room of Tmall Double 11 Activity is very large, and if the public product quality problem leads to a large-scale return, it will cause serious losses, after all, the returned goods cannot be sold for the second time."
After discussion, Lee and Vichy finally reached the following solution:
1. Full refund of the problem product;
2. Vichy publicly apologized for the quality of the product and provided a monitoring report on whether the toothpaste body coating is harmful to the human body;
3. Donate part of the product as compensation.
In the process of redeeming the solution, Vimax and the official flagship store of Scotel finally let the customer service reply in the chat in the name of the individual:
"Lee, I'm sorry that due to my unprofessional performance in the process of receiving and dealing with your problems, I didn't handle your after-sales problems well, which brought you a bad shopping experience." The company also conducted critical education for XiaoShu. Xiao Shu also recognizes his mistakes and deficiencies, Xiao Shu will review and rethink and improve the problems that appear in the reception of you, and hereby say "sorry" to you because of my mishandling behavior, hoping to get your understanding. Xiao Shu hereby wishes you a happy life and all the best. ”
This response is still avoided for product quality issues and monitoring reports on the harm of coatings to the human body. According to the reply given by shuke's official flagship store, "toothpaste tube discoloration is due to abnormal UV curing during the printing process, resulting in the discoloration of individual paste tubes" It can be inferred that the powder paint may be UV paint, that is, "ultraviolet light is like paint". According to public information, paint is rich in many chemical elements, many of which are harmful substances. Moreover, the harm of the paint to pregnant women is particularly prominent, the benzene contained in the paint can cause a hemolytic reaction of pregnant women or fetuses, and the lead contained in the paint can enter the pregnant woman's body through the skin mucous membrane or respiratory tract, causing chronic poisoning, damaging the nervous system of the mother and child, and affecting the brain development of the fetus.
As of press time, Guangzhou Vimax, the official flagship store of Shuke and the team of Li Jiaqi have still not replied to this incident. In addition to the original payment has been refunded, Lee has not cashed in on the two or three solutions.
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