I wanted to buy Lin Junjie's concert tickets, but after placing an order, I found that it became Li Keqin's, and then I wanted to return the order, but I had to charge a 50% handling fee. Two days ago, Ms. Wei in Nanjing encountered such a bad thing when she bought a ticket on Maoyan.
At first, she thought that she had "accidentally" bought the wrong ticket, but when she searched on social platforms, she found that there were many consumers who had bought tickets on Maoyan and "bought the wrong ticket" as Li Keqin.
Buy tickets Lin Junjie, order Li Keqin
It's like you're on a roller coaster
At 8 p.m. on March 18th, Lin Junjie JJ20 World Tour Suzhou Station officially started ticket sales. Ms. Wei registered her information on the Maoyan app early.
Lin Junjie's concert was so popular that almost every "second" was empty, and it was difficult to grab tickets for the Suzhou venue, and Ms. Wei was also psychologically prepared.
Sure enough, after the sale, the pre-sale page on Maoyan almost immediately became "out of stock registration", and Ms. Wei could only refresh it on the Lin Junjie concert page to see if there were any "return tickets". Ms. Wei said that she was highly nervous at that time, and after brushing for a while, the words in the 1380 infield suddenly "turned from gray to red", and she didn't have time to check, so she quickly snapped up two copies. The face value is 1,380 yuan, and the total cost is 2,760 yuan. After the payment is completed, the time is locked at 8:08:50. It took only 19 seconds from order to payment.
Just when Ms. Wei was glad that she had successfully "picked up the leak" and shared the good news with her friends, her friend reminded: Look at what tickets you grabbed. Ms. Wei took a closer look and was dumbfounded: it was not Lin Junjie, but Li Keqin's Suzhou concert on April 6.
Feeling like she was on a roller coaster, Ms. Wei immediately contacted customer service and said that she had bought a mistake and hoped to refund the ticket. The customer service said that the refund needs to be carried out in accordance with the rules of the event, and 50% of the handling fee needs to be deducted, that is, 1380 yuan.
"From the time you buy the ticket to the time you apply for a refund, it takes no more than 3 minutes, and you will have to deduct 50% of the handling fee. Ms. Wei found it difficult to accept.
Ms. Wei said that she didn't think much about it at first, thinking that she was too anxious and nervous. But soon, she found that there were many netizens who had the same "wrong purchase" experience as herself.
"I haven't even gone out from JJ Lin's ticket purchase page"
A number of users "bought the wrong ticket" and questioned the failure of the Maoyan system
Ms. Zhao in Changzhou told the Chao News reporter that she received a reminder text message that the pre-sale was about to start at 7:30 p.m., and began to grab tickets on the Maoyan APP at 8 o'clock. At 8:14, Ms. Zhao was very "lucky" to grab the ticket, and the payment was successful at 15 minutes, and then she found that the order was not Lin Junjie, but Li Keqin. At 8:17, I reported to the customer service that I "bought the wrong one".
"It's weird, I've been refreshing this page and haven't gone out. The more Ms. Zhao thinks about it, the more wrong it becomes, if you want to buy tickets for Hacken Li's concert, you need to exit the current page, and then exit at least two pages before you can go to Hacken Li's ticket purchase page, and before purchasing, you must first register the pre-sale information. "Why have I been under Lin Junjie's order page, I will jump to Li Keqin inexplicably, and from placing an order to payment, the word 'Li Keqin' has never appeared. Ms. Zhao suspected that it was caused by the failure of the Maoyan system and the "skipping order".
Maoyan customer service replied
Ms. Shen from Suzhou generated the order at 8:04, she said that she was sure that she had not exited the interface, and suddenly it showed "there is a ticket", and she immediately paid the money, "of course I think it is Lin Junjie".
Another Ms. Luo, who works in Nanjing, "mistakenly bought" three tickets for Hacken Li's performance with a friend. Ms. Luo repeatedly reported to Maoyan customer service that it was a system failure and asked for a full refund. However, Maoyan customer service said that no abnormal jumps were found. If the consumer insists on making a wrong redirect, it is recommended to provide evidence such as screen recordings and photos. "But who will open the mobile phone screen recording in advance before buying a ticket?" In order to find the "evidence" of the Maoyan system bug, everyone spontaneously formed a rights protection group.
"People are entering the group one after another every day, at first they all wanted to buy Lin Junjie to buy Li Keqin, but later I found out that there were Su Youpeng, and today there are many people who want to buy Xu Song's concert and also buy Li Keqin. By the evening of March 21, there were more than 100 people. Ms. Luo said.
The reporter's inquiry found that there are still many consumers on the black cat complaint platform and Xiaohongshu who complained about Maoyan skipping tickets, resulting in wrong ticket purchases and having to bear high refund fees. A netizen who "bought the wrong one" Cheng Su Youpeng's concert believes that the platform took advantage of the urgency of the rush to buy, causing consumers to check the deviation, resulting in a serious inconsistency between the purchased goods and the paid goods.
The user found that the system had an abnormal jump during screen recording
Maoyan said that there was no abnormality in the system and that it was not entitled to a full refund
From March 21st to March 22nd, Chao News reporters called Maoyan customer service twice.
Maoyan replied that it had received feedback from users about the situation, but denied that the system was malfunctioning. "After receiving the feedback, we immediately conducted a comprehensive system investigation of all the orders involved, and after many rounds of repeated investigations, we finally verified and confirmed that there was no system bounce in this project. It can be seen from the user's operation log that the result of the user's wrong purchase is that the user returns to the homepage and clicks on other advertising spaces when placing an order, resulting in a jump to another popular project in the same city. For this part of the order, we will operate the refund according to the refund rules of the organizer of the order project. She showed the reporter an operation log, proving that some consumers entered the wrong page when they returned after exiting.
Operation logs provided by the cat's eye side
But the performance tickets are purchased on the platform, and if it is really a "mistake" by consumers, does it also mean that there is a design flaw in the page settings of the platform that are "misoperated"?
On the evening of March 21, under the collection of Ms. Luo and her group friends, a number of screenshots and screen recordings of concert personnel that did not match the concert link were also found. For example, the display of "artist celebrity" Jacky Cheung, the corresponding link is Jay Chou's concert. What is shown is Xu Song's concert, and I clicked in to find that it was Eason Chan's concert.
Screenshot of Maoyan provided by the interviewee
In response to the reporter's question, Maoyan feedback: "We have checked this and there is no problem at present, it may be that the following items have not been cut at the moment of clicking the button, which is a bit stuck." Maoyan also said, "The problem shown in the video is indeed a manual configuration error, and we have corrected the product page after discovering the problem for the first time, and did not cause users to place orders." However, we have conducted many comprehensive investigations on the Lin Junjie project and confirmed that there is no abnormality in the system. ”
Regarding the technical problems of page settings, Maoyan said that it would give feedback internally. However, for a full refund, the platform has no way to cash it out. "Each project has a different refund policy, and the refund policy for a successful order should refer to the established rules of the project. ”
In this regard, Ms. Luo expressed her helplessness: "The evidence has been collected to this extent, and the other party still does not admit that there is a problem with the system, why is it so difficult to defend rights?"
What should Ms. Luo do? Is it reasonable to charge a 50% refund fee within a few minutes of placing an order? As a platform party, is Maoyan responsible? The reporter consulted a lawyer.
Zhu Jueming, a senior equity partner at Zhejiang Zhelian Law Firm, said that if the service purchased by the consumer does not match the actual situation due to the abnormal jump of the merchant, the consumer is not at fault, and the merchant should refund the full amount.
In addition, according to Article 25 of the Law on the Protection of Consumer Rights and Interests, consumers who purchase services through the Internet have the right to return the goods without reason within seven days, and the consumer's refund does not affect the merchant's secondary sales, so the merchant must refund the ticket unconditionally.
Even if the merchant stipulates on the ticket purchase page that "the ticket cannot be changed or refunded", this provision deprives the consumer of the statutory right to refund the ticket, and unreasonably exempts the ticketing platform from liability, which is a standard clause. According to Article 26 of the Law on the Protection of the Rights and Interests of Consumers, the above-mentioned overlord clause of the ticket-buying platform is invalid, and if the platform refuses to refund the money, it is an infringement of the legitimate rights and interests of consumers, and consumers can report and complain to the consumer rights protection organization and the market supervision department.
Source: Chao News