Beijing News (reporter Zuo Lin Xu Yang) On November 3, some netizens broke the news that a community of well-known pet brands "touchdog" (Chinese name "it it") divided the consumer levels involved in the points activity into ordinary women, bird people, ugly women, phoenix sisters and so on. In the face of netizens' doubts, the official community operators and live broadcast anchors said to netizens that "a little joke can't come (open), the pattern is small" and "you reflect on why you are scolded" and other remarks.
On the evening of November 4, the company involved issued a statement saying that the name of the level questioned was modified by the community administrator in June this year, and the community used fans (non-company insiders) to assist in management, and the company's management was negligent and did not check the level name problem. For the official community operator and the live broadcaster, the company has severely criticized and suspended the two parties.
In the "touchdog it and other integral activities 90 groups" points table, netizens questioned the level of group members insulting. Courtesy of respondents
Consumers were divided into birdmen, ugly women, etc., and community administrators said the doubters "can't joke"
Ms. Bao, one of the parties, told the Beijing News reporter that she entered the "touchdog and other points activity 90 groups" and found that in the grade column, consumers participating in the points activity were divided into ordinary women, bird people, ugly women, phoenix sisters and so on.
Ms. Bao said that a group of friends questioned the merchant to set up insulting labels, but was insulted by others in the group, and then kicked out of the group chat. The Beijing News reporter saw in the screenshot provided by Ms. Bao that a note in the group was "touchdog customer experience. The operation staff of the fourth brother said that "no small joke can come (open) at all, and the pattern is small." ”
Netizens went to the store live broadcast room to ask the anchor why he gave the customer an insulting name, "The anchor said that we were invited by their competitors, and let us reflect on why we were scolded." Ms. Bao said that the anchor also said in the face of doubts, "Laugh to death I will burn paper for you."
Ms. Bao said that they went to ask the store's customer service on Taobao: "The customer service said that it would apologize, and as a result, it turned around and went to open a live broadcast to sell goods." Some people also asked them to apologize during the live broadcast, and at this time, their anchor answered a phone call and said, 'Didn't you say that it was cold treatment?' ’”
The reporter saw in the screenshot of the group chat that the operator has changed the name of the level to Eternal Diamond, Noble Platinum, Glory Gold, etc., and set up the need to be confirmed by the administrator to invite friends into the group.
On the evening of November 4, touchdog official blog released a situation note.
The company involved: severely criticized the two parties and suspended them
A staff member of the touchdog brand offline wholesale department told the Beijing News reporter that the previous community operators had complex compositions, and there were company colleagues and fans, and the "four brothers" and anchors involved this time were their colleagues. The change of rank dates back about half a year, when one of the operations staff made the change of rank, but the company was poorly regulated and was not discovered until today.
On the evening of the 4th, a customer service staff of Taobao's "touchdog and its flagship store" responded that the matter was true, and the insulting name given to consumers occurred in the WeChat community, and apologized to consumers. The company has suspended the relevant staff.
At 18:04, touchdog official blog released a statement on the community incident, saying that the company had interviewed two parties overnight, launched an investigation, and severely criticized and suspended the two parties.
The statement mentioned that the brand's WeChat community uses 3 fans (non-company insiders) as administrators to assist in management, and administrators have the right to modify the level name in the plugin background. The administrator of group 90 had previously modified the name of the level in order to enliven the atmosphere, but due to the negligence of the company's management, it did not check the problem of finding the level name. The official community operators did not solve the problem in the face of customer questions, which intensified the contradictions, and then strengthened staff training and deep reflection.
In the picture attached to the statement, a WeChat screenshot of a "90 administrator" shows that the level was revised for June, when it was just to mobilize the atmosphere, "there is no purpose to demean people, occasionally make jokes with each other, it is a little vulgar and bad taste." ”
According to Tianyan, touchdog is a domestic pet products brand, founded in 2004 and currently held by Guangzhou Nuanyang Pet Products Company.
Edited by Liu Qian
Proofread by Li Ming