Ms. Gao, a consumer in Beijing, reported to The Paper Quality Complaint Platform (http://tousu.thepaper.cn) that when she purchased a Keep spinning bike, the promotion introduced that if you open Keep members, you can enjoy live classes, realsense riding and other benefits. Unexpectedly, just a few months ago, Keep launched a live streaming training card, which was originally enjoyable by ordinary members for live courses, real sense riding and other benefits, and you need to purchase a higher price live training card to enjoy.
Ms. Gao's webpage when she bought her bicycle
Ms. Gao said that at that time, she chose Keep Spinning because of the selling point. More importantly, the automatic resistance adjustment function of Keep Spinning is bound to the Keep app, if you do not use the live broadcast training card in the next step, it is better to buy a cheap manual resistance bicycle directly.
On March 24, the relevant person in charge of the Keep platform told The Paper that the live broadcast training card was launched at 12 o'clock on March 13, and the members purchased before this, including continuous monthly members, as long as they are within the validity period of the membership, or the continuous monthly subscription is not canceled, all the original member rights and interests have not changed. Users who have cancelled their membership or whose membership rights have expired need to purchase a live streaming training card if they want to enjoy all the benefits of Keep.
Ms. Gao said that the customer service of the Keep flagship store has always said sorry, but has not responded to its request to restore its rights.
Ordinary membership benefits were cut
On December 10, 2022, Ms. Gao spent 1,236 yuan on the Taobao Keep flagship store to purchase Keep spinning bikes and received a one-month membership.
The purchase page says: "There are about 2,000 courses in the Keep app that can interact with Keep Spinning, supporting about 20 real-sense cycling routes, and some live classes and cycling routes need to be members of the Keep app to be unlocked." ”
Ms. Gao introduced that at 11:23 on March 13, Keep officially issued a notice in the Keep spinning purchase group, saying that the live broadcast training card will be officially launched at 12 o'clock, and the membership rights of bicycle users will be adjusted: after that, purchasing members will no longer enjoy the above benefits; If you want to use the live course, realsense ride, in-class AI difficulty selection and other benefits, you need to purchase the newly launched live streaming training card.
The Keep app shows that the monthly price of ordinary members is 19 yuan/month, and the live training card is 28 yuan/month.
Ms. Gao said that many consumers are not in the group and do not receive this notice. March 13 is a weekday, but Keep only notifies users half an hour in advance.
He introduced that after the expiration of the 1-month membership he received, he purchased a membership season card and is about to expire. He believes that he chose Keep Spinning because of its promotional selling point.
She introduced that Keep ordinary members are for all users, such as jumping exercises, skipping rope, etc., but if these users think that the live broadcast training card is expensive, they can go to other platforms and jump with the anchor. And users who spend one or two thousand yuan to buy Keep spinnings, because the bicycle automatic resistance adjustment function is bound to the Keep app, can only use the Keep app, otherwise, it is better to buy a cheap manual resistance bicycle directly at that time.
The Paper found that on many social platforms, some netizens reported the same problem, believing that the Keep platform arbitrarily increased prices and "kidnapped" users who had already purchased bicycles.
Platform: Live courses can be used normally during the validity period of the membership
Ms. Gao said that there are more than 300 people in her rights protection group, and many people have complained to Taobao customer service or Keep flagship store customer service about this issue. She asked Keep to protect consumer rights or compensate, but to no avail.
On March 24, the relevant person in charge of Keep told The Paper that the announcement of the new product launch of the live broadcast training card was released on the Keep app pop-up window on March 7.
However, Ms. Gao said that the notice of change of membership rights was only released on the morning of March 13, and she had not seen the pop-up notification of the live training card after using the Keep app every day.
According to the Keep app live training card announcement, users who purchased members before 12 o'clock on March 13 and are still within the validity period of Keep membership (including continuous monthly subscription) can use live courses normally. After the membership period expires, you will not be able to continue using live classes. Members purchased after 12 o'clock on March 13 will no longer include live course benefits. RealSense Ride and In-class AI Difficulty Option will be upgraded to Live Training Card benefits from April 5, 2023, and will be free for a limited time until then.
According to the relevant person in charge mentioned above, the live broadcast training card is a new product upgraded on the basis of ordinary members. It can be understood that the membership card is VIP, and the live training card is SVIP. Users with complex needs such as watching live broadcasts and customizing personalized plans can purchase Changlian cards, and users without these needs can purchase membership cards normally.
The relevant person in charge said that the platform will properly solve consumers' problems and confusion as soon as possible.
Lawyer: Whether the cancelled service is a standard service needs to be determined by a third party
Lu Yun, director of the Consumer Rights and Interests Legal Committee of the Beijing Lawyers Association, pointed out that if the membership validity period is exceeded, renewing the membership is a new contract, and the merchant has the right to set its own price and can adjust the member's rights and interests, without involving infringement of consumer rights and interests.
Li Bin, a lawyer at Beijing Zhongwen Law Firm, told The Paper that as long as the previous members can enjoy the rights and interests in accordance with the original contract within the validity period, there is no problem, and continuing to purchase members after the contract expires is a new contract, the new contract merchant puts forward a new offer, the membership fee is adjusted, and truthfully inform consumers, clearly mark the price, ensure the consumer's right to know, and whether they are willing to renew the membership depends on the freedom of both parties, which belongs to the category of independent operation of merchants according to market competition.
However, lawyer Li Bin pointed out that for users who purchase bicycles, how to define whether the cancelled service is a standard service that should be available or a service that enhances the sense of experience and requires additional charges is a matter of fact determination, and a third party needs to intervene in comprehensive identification and mediation. Consumers can complain to the consumer association or the municipal supervision department, and ask a third party to intervene to determine whether KEEP's behavior is reasonable, legal and compliant, and mediate.
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