Xiaomi, Jitu Express, Oriental Selection, etc. were named

Source: China Consumer Daily

Reporters Ren Zhenyu and Li Jian

On June 30, the China Consumers Association released the "2022 "6.18" Consumer Rights Protection Public Opinion Analysis Report", which analyzed the network big data public opinion on the relevant consumer rights protection situation from June 1 to June 20, showing that during this year's "6.18" promotional activities, the negative information on consumption was mainly concentrated in four aspects: product quality, express delivery, price promotion and live streaming, accounting for 14%, 10.7%, 5.3% and 4.3% of the total amount of negative sensitive information on "consumer rights protection", respectively. Xiaomi, Jitu Express, Shentong Express, Oriental Selection, etc. were named.

During the 20-day monitoring period from June 1 to June 20, a total of 34843875 pieces of "consumer rights protection" related "6.18" information were collected, with an average daily information volume of more than 1.74 million. During the monitoring period, a total of 5540365 pieces of information on "spitting" and "consumer rights protection" were monitored, accounting for 15.9% of the total amount of "consumer rights protection" information. This kind of information reflects the negative evaluation of consumers on the goods and services they accept, and objectively has the "sensitive" attribute of triggering negative public opinion on consumer rights protection, but it also reflects its constructiveness in improving consumer satisfaction, which the Report summarizes and expresses as negative sensitive information for "consumer rights protection" and focuses on analysis.

Product quality: The automatic shedding of Xiaomi TV screens has aroused concern

During the monitoring period, a total of 776701 negative information about "product quality" was collected. The information peaked twice on June 1 and June 15, and the peak occurrence was closely related to three cases.

On June 1, "Xiaomi TV screen automatically fell off" and "Mi Dong Youth Electronic Watch leakage burned the skin", public opinion paid more attention. On June 15, "Guangxi consumers exposed smoke from the power supply of online shopping rice cookers, and customer service responded to normal phenomena", and the relevant discussion information caused more attention.

Case 1: Xiaomi TV was exposed twice and the screen automatically fell off

Two screen shedding incidents were exposed within 3 days, and the quality control problem of Xiaomi TV once again attracted attention. On June 1, Xiaomi responded that it has confirmed that due to the production of the Xiaomi TV EA70, a very small number of devices may have the problem of screen opening, and the affected range is locked in two batches of products between February 14 and March 20.

Case 2: Mi Dong Youth electronic watch burns the wrist of consumers

June 1, Xinxiang, Henan. Mr. Shi has been wearing the online shopping of the Mi Dong Youth electronic watch, feel the wrist has the feeling of being bitten by mosquitoes, after taking off the watch found that the wrist is full of traces of electric shock, so he complained to the manufacturer Huami Technology customer service. Customer service said that he and Xiaomi are cooperative partners, and have received relevant complaints before, which have been reported, and asked Mr. Shi to mail the watch to the factory for testing.

Express delivery: Shentong Express's refusal to deliver to the door has caused heated discussions

During the monitoring period, a total of 590055 negative information about "express delivery" was collected, and the negative information showed a fluctuating trend, and there was a peak on June 13, and the peak mainly involved the two express delivery brands of Jitu and Shentong.

Case 1: Shentong Express refused to send "cat litter" to the door

Some consumers reported that during the "6·18" period, 6 bags of cat litter were purchased online, and the merchant promised to contact the courier to deliver to the door. Because the consumer lives on the 6th floor and there is no elevator, the Shentong courier informs the consumer that the things are too heavy and cannot be delivered to the door, so they can only go downstairs to pick up their own.

Case 2: Jitu Express has a large backlog and cannot be delivered in time

June 12, Changzhou, Jiangsu Province. Jitu Express Wujin Hutang Town outlet courier reported that more than 300,000 yuan of wages were owed, the express delivery business in the area was stagnant, a large number of express delivery backlogs were accumulated at the express delivery point, the fresh food booked by the customer had stinked, and the documents sent could not be delivered. The site owner's phone has been unanswered.

Price promotion: A variety of products were exposed to price increases and then discounts

During the monitoring period, a total of 296,040 pieces of negative information about "prices" were collected. There was more negative information on June 1 and June 10, and public opinion focused on false promotions that first increased prices and then discounted.

Case: "Drunken Life" live broadcast room liquor false discount

According to media reports, the reporter saw in a short video platform called "drunken life" live broadcast room, with goods anchor is selling 1 liquor: "Our family this wine, sold on the market for 1299 yuan, now live broadcast room to the family welfare, 6 bottles as long as 98 yuan, this is my and the manufacturer to come to the internal discount, want to buy fast!" ”

Not only that, the anchor also showed the price of this wine on a shopping platform: 398 yuan / bottle. The reporter then clicked on the link provided by the anchor to see that an online store selling alcohol on a certain platform did have a price of 398 yuan / bottle.

However, the reporter searched for the flagship store of the wine on another e-commerce platform and found that the price of this wine was originally 6 bottles of 98 yuan.

Live streaming with goods: "Oriental Selection" faces quality control questions

During the monitoring period, a total of 237115 negative information about "live streaming with goods" was collected. The amount of negative information per day is relatively stable, and the amount of public opinion information begins to increase after June 18, reaching a stage peak on June 20.

The peak mainly points to the public opinion discussion in two aspects: First, the education and training institutions New Oriental joined the live broadcast with goods, opening up a new model of carrying goods. When the popularity soared, New Oriental's live streaming platform "Oriental Selection" was complained about the peach mold and long hair; Second, the live broadcast of agricultural products that violate common sense is becoming more and more outrageous, testing the tolerance limit of consumers.

Case 1: Oriental Selection faces quality control challenges

Recently, New Oriental's live streaming platform "Oriental Selection" has soared due to the popularity of the anchor's bilingual cargo, and has repeatedly appeared on the hot search list. However, Xiao Liu, a Beijing resident, broke the news to the media that on June 9, he ordered 4.5-5 kilograms of Shaanxi peaches in the "Oriental Selection" live broadcast room, and found that about 1/4 of the peaches had moldy and long hairs after signing. After reflecting to customer service, the merchant quickly gave a full refund to Xiao Liu, but Xiao Liu still had doubts: the peach damage is so serious, how is it "selected"?

Case 2: Live broadcast of a variety of agricultural products "on the tree" challenges common sense

Many netizens reported that on some platforms, there have been many live broadcasts of agricultural products that violate common sense. Eggs can grow on trees, mangosteens are knotted in the ground like potatoes, flowers grow on tall branches, and you need to climb ladders to pick them... If it weren't for the anchors who laboriously shouted that these were "freshly picked" agricultural goods, consumers in front of the screen might wonder if they were watching a magic movie.