Easy to use car: There is no direct zeroing out of the user's account

Whiplash March 15 news, in response to the rumor of "easy to APP account clearance", easy to use the car pointed out that the user account amount by the user active recharge and the platform gift amount of two parts, only after the user transfers to the compensatory account can account for the user's rights and interests, so as to solve the user rights and interests, there is no direct zero of the user account.

In response to the problem of "easy to use car in order to attract users, there are many preferential policies", easy to use the car said that it has submitted a letter of commitment to the Beijing business department of the People's Bank of China to close the recharge function of the "easy to use car" platform.

For issues such as "unable to log in to the easy-to-use software", the easy-to-use car said that since the announcement of the "Rights and Interests Protection Plan", users have been prompted to download the latest easy-to-use APP, and the customer service contact hotline, customer service WeChat and customer service mailbox have been announced on the WeChat public account of the easy-to-use car, and there is no situation that cannot be contacted. For problems such as untimely response to customer service, the official also acknowledges that there is a situation where customer service processing is not timely, and the follow-up will increase customer service manpower investment and respond to relevant questions raised by users in a timely manner.

In response to the content that was pointed out that the response rate of complaints on the black cat complaint platform was only 17%, Yidao Car said that because it was concentrated on raising resources, there was indeed a problem of poor timeliness for responding to customer complaints. However, since the resumption of operation of the easy-to-use car in 2020, all related customer complaints have been dealt with in a timely manner.

The full text of the statement of Beijing Dongfang Cheyun Information Technology Co., Ltd. (easy to use car):

Recently, our company noticed that some media released news mentioning including "easy to APP account zero", "hit a car, the software compulsory collection of advance payment", "can not log in to the easy to software, open is blank, can not contact easy to reach", "easy to use the car in order to attract users, there are many preferential policies, recharge 100 yuan to send 10 yuan", "choose the queue number of waiting to withdraw has risen to more than 30,000 people", "black cat complaint platform has received more than 1600 complaints against easy to use car, But its official response rate is only 17%" and other related content. In response to the above questions, the reply of easy to use the car is as follows:

First, in the content disseminated by the relevant article, the so-called "easy to get to the APP account to clear zero" is inconsistent with the facts. The user account amount is composed of two parts: the user's active recharge and the platform gift amount, only after the transfer to the pending account, the platform can account for the user's rights and interests, so as to solve the problem of user rights and interests, there is no direct zero of the user account.

Second, the relevant article mentioned in the "easy to use car in order to attract users, there are many preferential policies, recharge 100 yuan to get 100 yuan" problem. Easy-to-use car has submitted a letter of commitment to the Beijing business department of the People's Bank of China to close the recharge function in the "easy-to-use car" platform APP.

Third, in view of the "can not log in to the easy to access software, open is blank, but also can not be contacted easy to reach" and other issues. Since the announcement of the "Rights and Interests Protection Plan", users have been prompted to download the latest Easy-to-use APP, and the customer service contact hotline and customer service mailbox have been announced on the WeChat public account of Easy-to-use Car, so there is no situation where easy-to-use cars cannot be contacted.

For the user to put forward customer service response is not timely and other issues, easy to use the car does exist in the customer service processing is not timely, failed to solve the user problems in time, for this easy to use the car will increase customer service manpower investment, expand the customer service team, and the customer service team for special training, and respond to the user's related questions. The majority of users encounter any problems in the process of using the service related to easy to use, please contact us through customer service in time, we will deal with it at the first time! Customer service contact details are as follows:

Fourth, in response to the media's proposal that "at present, the most selected waiting withdrawal methods for users have been deferred, unable to withdraw, and the withdrawal ranking has not been updated for a long time", "after the launch of the Easy to Equity Protection Plan, the number of queues that choose to wait for withdrawal has risen to more than 30,000 people", this statement is ambiguous and inconsistent with the facts. In 2016, LeEco broke out of the crisis, and in 2017, Taoyun Capital actively adjusted its business strategy after taking over the easy-to-use car. At the beginning of the launch of the "Easy to Equity Protection Plan", the number of queues waiting for cash withdrawal far exceeded this, and the number of queues for cash withdrawal was far more than this, and the number of queues for cash withdrawal was gradually reduced to more than 30,000 people at present.

At present, Yidao Car is solving the problem of historical rights and interests for users through four channels of "mall consumption, self-operated deduction, debt-to-equity conversion and waiting for cash withdrawal" at the same time. Considering the good and different needs of many users, the easy-to-use car adopts a flexible conversion form, and when the user chooses to wait for cash withdrawal, he can still choose other channels for equity car exchange. The waiting cash queue of the pending platform does not represent the actual progress of the user's rights and interests.

V. In response to some media, it was pointed out that "the black cat complaint platform has received more than 1,600 complaints about easy-to-use cars, but its official response rate is only 17%" and so on. Between 2017 and 2019, LeEco broke out into a crisis, and easy to use the car immediately fell into the difficulty of withdrawal. Most user complaints are concentrated at this point in time. During this period, due to the multi-party mobilization of resources for easy-to-use vehicles so that enterprises can return to normal operation tracks as soon as possible, there is indeed a problem of poor timeliness for responding to customer complaints. However, since the resumption of operation of easy-to-use vehicles in 2020, all relevant customer complaints have been resolved in a timely and effective manner, as follows:

1. As of March 14, 2022, a total of 19 customer complaints have been handled, with a response rate of 100%;

In 2021, a total of 248 customer complaints have been handled, and the response rate is 100%;

3. A total of 481 customer complaints in 2020 have been handled, and the response rate is 100%;

4Counting 23 customer complaints from 2017 to 2019, because until May 2019, the enterprise users of the black cat complaint platform could not view all the previous information, so they could not reply, which also led to an inferior response rate.

Easy-to-use car attaches great importance to the opinions and demands of users from beginning to end, and we will continue to actively and efficiently respond to customer-related demands. Since its inception, easy to use the car, attaches great importance to user experience, we always put the user in the first place, think of the user's thoughts, do what the user needs, and do a good job for the user. In response to the questions raised by users and the media, the various business departments of Easyto Car have carried out a comprehensive sorting out and will significantly improve the user experience through continuous improvement

After returning to the business track, easy to use the car has always faced historical problems and strived to resolve the burden of history. At present, the operation of easy-to-use cars is normal, the salaries of employees are normal, the welfare benefits are superior, and the problem of drivers and passengers is handled properly.

In addition to making a clarification statement on the above media and user concerns, Easy-to-use Car once again makes a solemn commitment:

1. In the follow-up of easy-to-use cars, we promise not to set up a capital pool including but not limited to not using our own bank accounts to collect or store taxi passenger funds or our company's user recharge funds.

2. Do not fight price wars, put user rights and interests in the first place, and actively and orderly operation;

3. Set up special funds for the "Easy-to-Use Car Rights and Interests Protection Plan" waiting for cash withdrawals, and give priority to easy-to-use cars for users with special circumstances and difficult situations.

4. Add 2 new customer service lines to improve customer service response speed and timely respond to and solve the relevant needs of users.

In 2016, LeTV broke out of the crisis, and easy to use cars have successively had difficulties in cashing. In 2017, Taoyun Capital took over the easy-to-use car with capital, always faced historical problems, fully responded, and actively adjusted the business strategy In 2021, in order to resolve the burden of historical stock, easy-to-use car launched the "Easy-to-use Rights protection plan", providing drivers and passengers with rights exchange channels, completing the conversion of the rights and interests of drivers and passengers in two phases, and gradually cashing in the historical rights and interests of drivers and passengers; in business, Easy to use the car in the industry took the lead in proposing to change the commission model to collect information service fees, and comprehensively optimized the platform employment guarantee mechanism. Pay social security for eligible drivers, so that drivers can get a sense of belonging and identity. In 2021, Easy-to-use Vehicles will actively respond to the call of the state and thoroughly implement the rights and interests protection of practitioners in new formats. In the industry, it took the lead in changing the traditional commission charging model to a ladder information service fee model, aiming to increase driver income and maintain the healthy and orderly development of the industry, and the newly adjusted service fee policy was implemented on September 6, 2021. The various business measures of Easy-to-use Car deeply express the determination and courage of Easy-to-use Car to insist on serving the public.

Next, on the one hand, Easy-to-use Cars will increase the launch of transportation capacity in Beijing, Guangdong Shenzhen, Shandong and other places, through customized model service innovation, improve user experience, and meet user needs; on the other hand, Easy-to-use Cars will gradually jump out of the inertial thinking of the online ride-hailing industry, integrate resources, and strive to build Easy-to-Use Cars into a travel ecological platform that integrates ride-hailing cars, second-hand cars, vehicle maintenance and repair, and related derivative cultures, and actively explores the healthy and sustainable development of the industry. Taoyun Capital will also continue to raise resources to ensure the steady development of various businesses, help easy-to-use vehicles return to normal operations, and strive to return to the front line of the market as soon as possible.

Beijing Dongfang Cheyun Information Technology Co., Ltd. (easy-to-use car)

March 15, 2022