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Aunt Zou, a citizen, reported to the Xinmin Evening News "Xinmin Help" through today's headline Shanghai channel "Toutiao Help" #Toutiao Help#Entrance that she spent 1995.8 yuan on a well-known online shopping platform to buy a "100-inch Sony 8K TV", and the platform shows that this "hot product" sold to "cabbage price" is so popular that it has "fought 100,000+"!
But I never expected that the "Sony 8K official flagship store", "big brands can buy with confidence" and "original import of the whole machine" in the online live broadcast goods are all "full of flickering" of "wrong goods". The received TV sets not only greatly shrank in size, but also highly suspected of being "three-nil products"; If you do not give a 5 positive rating, you will not be able to enjoy after-sales service. What is even more depressing is that the return and refund are "difficult to go to the sky" and are tossed to "almost collapse". #消费权益帮忙 #
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Claims 8K100 inches
Commitment to original import
In December last year, Aunt Zou was attracted by the "online live broadcast with goods" on the well-known online shopping platform: "Sony 8K", "explosion-proof tablet 100-inch intelligent network + blue light eye protection", "activity second sale price of 1999 yuan"... The content clearly displayed in the video screen of the platform merchant "Kang Shao's Online Store 65" all "inspires" the "impulse to buy".
"At first, I didn't quite believe that the market price of the same TV set was tens of thousands of yuan. I repeatedly confirmed to the customer service that they promised "Sony 8K official flagship store" and "original import of the whole machine", and gave me a preferential price of 1995.8 yuan. Aunt Zou said that looking at the mark "100,000+" under the product, she finally couldn't hold back her "excited heart" and bought a TV.
Chat history
After placing the order, Aunt Zou communicated with the customer service many times and asked repeatedly: "I'm old and have poor eyesight, and I want to buy a clear large-screen TV, is it 8K?" Does it support voice operation? Can I cast my screen? Can I connect wirelessly? Can I debug it for free? Faced with this series of questions, the customer service gave an "affirmative answer" again. Finally, the customer service emphasized: you must fill in the after-sales card and take a picture to enjoy after-sales service; Give 5 points of praise, in order to upgrade from a 3-year replacement machine to a 5-year replacement machine.
The size has been reduced by half
Suspected three-nil product
A few days later, the "100-inch Sony 8K imported original TV" was delivered to Aunt Zou's home. But after opening the outer package, the more Aunt Zou looked at it, the more wrong it became, "The good mood is gone all of a sudden, and the heart is completely cold all of a sudden!" ”
First of all, the actual size of this TV is only 152 cm × 91 cm, which is nearly half of the area of 221.37 cm × 124.52 cm of the average 100-inch TV.
The area of the TV has shrunk by nearly half
Secondly, whether it is the packaging box, or the instruction manual and after-sales service card, etc., looking through the corners, there is no "Sony 8K" logo, and even the manufacturer cannot find it. "There is only a metal plate of 'Sony Hangming' on the TV, and the 'instruction manual' only says 'Alibaba Cloud + iQiyi Smart Network TV', and even the brand is not marked on the remote control." Subsequently, Aunt Zou found out from the Internet that there had been many "copycat TV mechanism fake dens" in a certain place, and the mailing address of this TV set was "this place", and for a while Aunt Zou's heart was even more suspicious.
Only a metal plaque of "Sony Hangming" was affixed to the TV
What made Aunt Zou most unacceptable was that the cover of the "after-sales service card" that the customer service repeatedly emphasized to take photos and send back was written in large font: The store rejected all its after-sales service! Medium bad reviews are deemed to be the buyer's abandonment of all after-sales service. Buyers are advised to choose their own reviews carefully.
Medium bad reviews are deemed to be the buyer's abandonment of all after-sales service
"I have lived such an age, I can't tell nonsense, let alone lie to people!" Although the customer service explained in every possible way that "the product is European and American version", and promised to take out the shopping coupon of 500 yuan on the online shopping platform as a "settlement red envelope", Aunt Zou refused, "I insist on returning it, and I am not willing to give them 5 points of praise against my conscience." ”
The store is closing
How rights and interests are protected
The Xinmin Evening News "Xinmin Bangnong" reporter contacted "Kang Shao's online store 65" online, raising questions such as "whether the TV is the original import of the whole machine" and "what is the relationship between the so-called 'Sony Hangming' and Sony, and whether it is authorized by Sony", and the other party either said "can't answer" or "replied": Why answer you? Did you buy it?
The reporter of Xinmin Evening News "Xinmin Gangnong" asked the online shopping platform about the situation again, but only got the so-called "closing results" of "verifying the merchants with violations, which will be counted in the store assessment".
On Aunt Zou's side, the multiple negotiations on returns have fallen into a time-consuming and laborious "tug of war". Both Kangshao's online store 65 and online shopping platforms are "tough": customers must return the TV by themselves, and must pay for insurance in advance to ensure that it cannot be damaged on the way.
In desperation, Aunt Zou asked all the logistics and express companies, but the other party said that LCD TVs, especially large-screen TVs, were "fragile items" and they could not pick up and deliver them. "At the beginning, the store shipped in large quantities, and signed a waiver contract with the logistics company. Now that I am returning a single piece, no one is willing to take such a risky job, isn't it difficult?! Seeing that the "problem TV" was about to be "smashed in her hands", Aunt Zou was chest tight.
Logistics couriers do not take orders
Subsequently, with the continuous intervention of the Xinmin Evening News "Xinmin Gangnong" reporter, things finally took a turn: the store entrusted the courier company to pick up the parcels, and the express delivery fee and insurance fee were borne by the store, and the customer no longer paid in advance. After finally completing the "difficult return process", Aunt Zou got back a full refund.
Although Aunt Zou's problem has been solved, the Xinmin Evening News "Xinmin Gangnong" reporter found that "Kang Shao's online store 65" has emptied the profile content of the store, and the page shows: The store will be closed in the near future, if there is any after-sales problem, please deal with it in time. The store is closed, and who will give clear answers to a series of questions? Who should protect the rights and interests of consumers who have "fought 100,000+"? In this regard, "Xinmin Gangnong" will continue to pay attention.
Helper studio
Curated | Qian Junyi
Text | Wang Jun Wu Zhiyuan
Image | Respondents
Edit | Qian Junyi, Yao Chujie, Xu Dawei
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