Source | Urban Live Original
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Through the JD Express 42-inch display
I didn't expect it to break!
Thinking about buying a "insured service"
But the claim is a word
Difficult!
In March this year, Mr. Wei quit his job in Zhangzhou, Fujian Province, and decided to return to Nanchang, Jiangxi Province to find a new job. On March 11th, Mr. Wei packed his luggage and prepared to take it back to Nanchang, because the 42-inch electronic display screen was very large and heavy, Mr. Wei was inconvenient to carry, so he called Jingdong Logistics to send the mail, but a few days later, when Mr. Wei returned to Nanchang to sign for the logistics package, he found that the display screen was broken.
This black display was sent back to Nanchang, Jiangxi by Mr. Wei from Fujian, and it is obvious that the screen has cracks, and after plugging in, there are various "patterns" on the display.
Mr. Wei said that he bought the equipment for 8,900 yuan in October 2022. Considering that the equipment will be moved around, Mr. Wei has always kept the original packaging, and when the shipment was sent on March 11 this year, the courier put the equipment into the original packaging box and packed it out.
Sender Mr. Wei: At that time, there was a preservation price when the order was placed, and then the courier came to the place I designated the next day, and when he received the mail, he sent one, and sent an electronic file of the indemnity agreement on WeChat for me to print it out, and then signed it and then sent him a photo.
Mr. Wei told the urban scene reporter that because he was worried about the screen being broken, he deliberately added 71 yuan to the logistics fee. At the same time, he also repeatedly told the courier on WeChat to post a fragile sticker.
Sender Mr. Wei: Asked him to post the fragile post, and replied on WeChat, but he didn't post it, and then it wasn't until March 14 that he found that the screen was broken when he received the goods. It may be that during their transportation, a person is not able to carry it, and it may be violently transported.
Mr. Wei contacted JD.com's customer service as soon as possible, and originally thought that he would be able to enjoy the corresponding amount of compensation if he bought the insured service, but things were not so simple.
Sender Mr. Wei: I looked for Jingdong customer service, at first they were on the grounds of this indemnity agreement, at first they did not compensate, and then I called 12328 to complain, and then they changed to pay 700, which is about 10 times my insurance fee, this is a supervisor said, and then another person is responsible for their customer service, and then changed to say 1000, and then a few days ago it was changed to say 1400, but this is always not according to the insurance agreement.
After the incident, Mr. Wei also asked the brand maintenance personnel and learned that the cost of repairing the screen would be at least 5,950 yuan.
Sender Mr. Wei: I hope that he can at least compensate me for the 5950 yuan to change the screen.
Urban Reporter: Is the agreement of the insured price in front and the deductible in the back?
Sender Mr. Wei: Yes.
Urban Reporter: Do you have to sign this?
Sender Mr. Wei: Yes, this kind of fragile goods must be signed, whether it is new or old, you must sign this, and they will send it to you.
It is understood that after Mr. Wei found that the display was broken, he immediately contacted the courier and provided corresponding evidence. Subsequently, he also fed back the matter to the customer service staff through JD's after-sales phone. After many negotiations, on the morning of March 28, the customer service reported that he could only compensate Mr. Wei 1,400 yuan.
(Mr. Wei provided a telephone recording) Jingdong customer service: I have also confirmed this damage problem again, at present, we are still for the loss problem, or to reserve this side of the 1400 yuan plan. As for this plan, I have confirmed it many times.
Subsequently, Mr. Wei complained about the situation to the Xiangtang Branch of the Nanchang County Market Supervision and Administration Bureau, but the feedback he received was that it would not be accepted. The reason for the non-acceptance is: after understanding, the problem complained by Mr. Wei does not belong to the responsibility of the market supervision department, according to Article 65 of the Postal Law: postal enterprises and express delivery enterprises shall promptly and properly handle the objections raised by users to the quality of service. If the user is not satisfied with the results, you can appeal to the postal administration, the postal administration shall deal with it in a timely manner in accordance with the law, and reply within 30 days from the date of receipt of the complaint.
Subsequently, Mr. Wei complained to the Complaint Center of the State Post Bureau, and the reply was that the system does not accept logistics for the time being.
In desperation, Mr. Wei went to the 12328 platform of the Transportation Service Supervision to complain, and the platform's handling opinions showed that he understood that the claimant had raised a request for compensation, and the issue of compensation involved the reasonableness of the company's compensation pricing, and if there was any objection, it was recommended to resort to law, so the operator suggested that the public contact the legal aid number 12348 to consult how to protect their rights in this situation. In this regard, the urban scene reporter also consulted a lawyer.
Lawyer Xiao Jie: Although consumers have signed the corresponding exemption agreement, this article is obviously unequal, then according to the relevant provisions of the Consumer Rights Protection Law and the Civil Code, consumers can still claim compensation from the logistics company for similar standard terms. If the logistics company provides logistics services, then the goods should be safely delivered to the designated place, and it can be seen that the consumer not only paid the logistics cost, but also paid an insurance fee, that is to say, if the item is lost, the logistics company should compensate accordingly, and if there is damage, it should also compensate the consumer according to the principle of fault. For logistics companies often force consumers to sign the corresponding declaration letter or exemption letter, which is extremely unfavorable to consumers, consumers can call the corresponding complaint number to complain.
In this regard, the reporter contacted JD.com's customer service staff by phone and communicated on the amount of compensation. The customer service staff said that they would register and feedback to the superior department and then reply. On the afternoon of March 28, Mr. Wei received a call back from JD.com's customer service again.
Jingdong customer service: So far, I have won this order to give you a claim of 3,000 yuan, sir.
Sender Mr. Wei: Then I think I'm losing more than I have now.
Jingdong customer service: I also did my best to give an optimal plan for your loss, and won 3000 yuan, we also hope to settle this matter as soon as possible, and we don't want to say that you can go to someone else to deal with this matter.
At the same time, the reporter also received a call from a person in charge surnamed Ni from JD.com, who specializes in media affairs.
Urban Reporter: Your usual practice is to sign a waiver agreement, but not to pay?
Ms. Ni, a staff member of JD.com: It is for this indemnity agreement, which is simply a guarantee for loss but not for loss.
Urban Reporter: He said that if you don't sign this, you won't be able to send it, so you can't send it?
Ms. Ni, a staff member of JD.com: We are now willing to mediate with him, including his demands, we can also meet him, we want to compensate according to his needs, but how to say this, the business side is very worried about this result.
Urban Reporter: Are you worried that you will pay him such a high compensation, and if a similar situation occurs in the future, then consumers will also come to you to ask for such a high compensation, is that what you mean?
Ms. Ni, a staff member of JD.com: Our "City Scene" has a lot of influence, and there will definitely be a lot of people who see it.
After communication, on the morning of April 2, Mr. Wei received the final result feedback from JD.com's customer service.
Jingdong customer service: I just confirmed it for you, that is, we have communicated the cost of maintenance, and the material cost is about 5950 yuan, right? I can here, I have communicated, that is, I will wait for you to go to the manufacturer for maintenance after this festival, and after the maintenance is completed, we can pay you 5950 yuan, but we are sorry for the loss in other places, we can't compensate, you can communicate with the manufacturer again, you provide proof of 5950 yuan, we will compensate you after the holiday, do you see it?
Sender Mr. Wei: Okay
On April 9th, Mr. Wei sent a message to the urban on-site reporter that he sent a photo of the maintenance acceptance form of the display to Jingdong Logistics, and the other party transferred a maintenance fee of 5950 yuan.