2019十大消费维权热点出炉,奔驰女车主最具社会影响力-看世界

2019十大消费维权热点出炉,奔驰女车主最具社会影响力

 

 

2019年,我国巨大的消费潜力继续释放,消费依然保持平稳较快增长走势,然而消费者的维权问题却一直没有跟上脚步。日前,中国消费者协会、人民网舆情数据中心日前发布2019年十大消费维权舆情热点,奔驰车主哭诉维权成为了去年最具社会影响力的维权事件。

In 2019, China's huge consumption potential will continue to be released, and consumption will continue to maintain a steady and rapid growth trend. However, consumer rights protection has not kept pace. Recently, China Consumer Association and people's network public opinion data center released the top ten public opinion hotspots of consumer rights protection in 2019, and Benz car owners' crying for rights protection became the most influential rights protection event last year.

一、奔驰车主哭诉维权引起各界反思

1、 Mercedes Benz owners cry for rights

社会影响力:80.5

Social influence: 80.5

话题解析

Topic analysis

2019年4月,西安市一名女子坐在奔驰车引擎盖上哭诉维权的视频在网络热传。视频中,该名女子称,新购买的汽车漏油,而经销商却以汽车三包规定为由拒绝承担退货责任。随着舆情不断发酵,汽车销售过程中收取金融服务费的问题也引发舆论质疑。对此,西安高新区市场监管部门依法立案调查,中国银保监会、中消协也相继发声。5月,西安高新区市场监管部门通报称,奔驰车存在质量问题,利之星有限公司因销售不符合保障人身、财产安全要求的商品,夸大、隐瞒与消费者有重大利害关系的信息误导消费者的两项违法行为,被依法处以合计100万元罚款。

In April 2019, a woman in Xi'an sat on the engine cover of a Mercedes Benz car crying for rights in the Internet. In the video, the woman said that the newly purchased car leaked oil while the dealer refused to take responsibility for the return of the car based on the three guarantees. With the continuous fermentation of public opinion, the issue of collecting financial service fees in the process of automobile sales has also aroused public doubt. In this regard, the market supervision department of Xi'an high tech Zone filed a case for investigation in accordance with the law, and the CBRC and the China Association for the elimination of consumer goods have also made a voice. In May, the market supervision department of Xi'an high tech Zone reported that Mercedes Benz had quality problems, and Lizhi Star Co., Ltd. was fined a total of 1 million yuan in accordance with the law for two illegal acts of misleading consumers by exaggerating and concealing information with significant interests with consumers due to the sale of goods that did not meet the requirements for personal and property safety.

奔驰车主哭诉维权事件虽是个案,但其背后折射出汽车消费领域维权困难的现状,同时也反映出汽车行业存在产品质量缺陷、厂商经销商销售套路多、售后服务不到位等乱象,值得各界反思。针对汽车消费维权难,舆论认为,有关部门应通过采取完善消费投诉机制、畅通投诉渠道、简化投诉流程等举措,以降低消费者维权成本。

Although it is a case that Mercedes Benz owners cry for rights protection, it reflects the current situation of the difficulty of rights protection in the field of automobile consumption, as well as the chaos of product quality defects in the automobile industry, many sales routines of manufacturers and dealers, and inadequate after-sales service, which deserves reflection from all walks of life. According to the public opinion, the relevant departments should take measures to improve the mechanism of consumer complaints, unblock the channels of complaints, and simplify the process of complaints, so as to reduce the cost of consumer rights protection.

值得注意的是,“奔驰车主哭诉维权”引发各地“花式”效仿,舆论呼吁消费者应理性维权、依法维权。针对汽车行业乱象,舆论认为,有关部门应加强汽车市场监管,不断完善相关法律法规,以维护汽车消费市场健康有序发展。中消协也表示将探索建立健全汽车消费领域信用公示机制,强化企业信用约束。同时,企业也应加强自律,尊重消费者权益,诚信经营。2019年12月,国家缺陷产品管理中心表示,目前新版汽车三包政策正在抓紧修订之中。舆论期待,新版汽车三包政策可以进一步规范汽车市场,更好地保护消费者的合法权益。

It is worth noting that "Mercedes Benz owners cry for rights protection" has led to "fancy" imitations everywhere, and public opinion calls on consumers to safeguard rights rationally and legally. In view of the chaos in the automobile industry, the public opinion holds that the relevant departments should strengthen the supervision of the automobile market and constantly improve the relevant laws and regulations to maintain the healthy and orderly development of the automobile consumption market. China Consumer Association also said it would explore the establishment and improvement of credit publicity mechanism in the field of automobile consumption, and strengthen enterprise credit constraints. At the same time, enterprises should also strengthen self-discipline, respect the rights and interests of consumers, and operate in good faith. In December 2019, the national defective product management center said that the new version of the three guarantees policy for automobiles is being revised as soon as possible. Public opinion expects that the new three guarantees policy can further regulate the automobile market and better protect the legitimate rights and interests of consumers.

二、“双11”被指规则复杂暗藏消费陷阱

2、 "Double 11" refers to complicated rules and hidden consumption traps

社会影响力:74.2

Social influence: 74.2

话题解析

Topic analysis

“双11”作为购物狂欢节,一直是每年的消费热点话题。2019年,“双11”愈加复杂的规则让消费者感到头疼。网民纷纷吐槽“‘双11’为什么越来越复杂”“‘双11’规则繁琐太难了”,消费体验受到质疑。《2019年“双11”消费维权数据报告》显示,35%的消费者认为今年“双11”规则复杂、“套路”多,占维权投诉话题的最大比重。此外,隐藏在“双11”购物狂欢活动之下的诸多消费陷阱也让消费者防不胜防,商家不退定金、商品先涨价后降价、或者买完就降价,让部分消费者大呼上当。

As a shopping carnival, "double 11" has been a hot topic of consumption every year. In 2019, the more complicated rules of "double 11" make consumers feel headache. Netizens Tucao "why double 11" why more and more complex "" double 11 "rules are cumbersome and difficult," the consumer experience has been questioned. According to the "double 11" consumer rights protection data report in 2019, 35% of consumers think that this year's "double 11" rules are complex and there are many routines, accounting for the largest proportion of rights protection complaints. In addition, many consumption traps hidden in the "double 11" shopping Carnival activities also make consumers defenseless. Merchants do not refund the deposit, increase the price of the goods first, then reduce the price, or reduce the price after buying, which makes some consumers cry out to be cheated.

舆论认为,如今的“双11”已经变了味儿,套路越来越多,诚意越来越少,呼吁回归简单直接的促销形式。“双11”从最初参与人数不多、真金白银的减免优惠,到现在被众多网民吐槽堪比奥数的优惠规则,各大平台各种玩法层出不穷,如盖楼、砍单、集币、攒津贴、交定金等,有的计算公式越来越复杂,有的折扣力度让参与者白忙一场。“双11”购物狂欢已经变成了一场大型网络智力游戏,不仅需要拼消费者的智力、时间、耐力,还要消耗人际关系。复杂的消费规则,很容易让消费者出现冲动消费,更容易陷入不良商家设置的消费陷阱之中,给消费维权带来更多挑战。

According to the public opinion, today's "double 11" has changed its taste, with more and more routines and less sincerity. It calls for a return to simple and direct sales promotion. "Double 11" from the initial participation of a small number of people, real gold and silver concessions, now many netizens Tucao is comparable to the rules of Olympic Games, all kinds of gameplay platforms are endless, such as building, chopping, collecting money, savings allowance, deposit, and so on, some of the calculation formula is more and more complex, and some discount efforts make participants busy. "Double 11" shopping Carnival has become a large-scale online intelligence game, which not only needs to fight the intelligence, time and endurance of consumers, but also consumes interpersonal relationships. Complex consumption rules are easy to make consumers impulsive consumption, fall into the consumption trap set by bad businesses, and bring more challenges to consumer rights protection.

三、AI换脸软件爆红却涉嫌侵权

3、 AI face changing software is popular but suspected of infringement

社会影响力:69.3

Social influence: 69.3

话题解析

Topic analysis

2019年8月至9月,某AI换脸软件受到热捧。用户使用该款软件,只需上传自拍照片,即可生成“换脸视频”,将自己变成影视片段的主角。但该软件在走红的同时,质疑其涉嫌侵犯用户隐私的讨论也受到舆论高度关注。有网民指出,这款软件的用户协议中“暗藏玄机”。例如,使用这款软件的换脸功能,需要同意授予这款软件及其关联公司全球范围内完全免费、不可撤销、永久、可转授权和可再许可的权利,包括但不限于:人脸照片、图片、视频资料等肖像资料中所含的肖像权利人的肖像权,以及利用技术对肖像权利人的肖像进行形式改动。这引发了网民对个人隐私安全的担忧。

From August to September 2019, an AI face changing software was popular. Users can use the software to upload their own photos to generate a "face changing video" and turn themselves into the protagonist of film and television clips. However, when the software became popular, the discussion about its suspected invasion of user privacy was also highly concerned by public opinion. Some netizens pointed out that the user agreement of the software "hides a mystery". For example, to use the face changing function of the software, it is necessary to agree to grant the software and its affiliates the rights of full free, irrevocable, permanent, sublicensable and sublicensable worldwide, including but not limited to: the portrait rights of the portrait right holders contained in the portrait materials such as face photos, pictures, video materials, and the use of technology to the portrait right holders Line form change. This has aroused the concern of netizens about the safety of personal privacy.

当前,生物识别信息是重要的个人信息逐渐成为舆论共识。技术的发展促使“人脸”等数据在越来越多的场合被使用,指纹、虹膜、人脸等生物识别信息越来越受到公众重视。由于此类生物识别信息具有不可再生性,因而诸多网民认为其是比银行卡号、手机号等更重要的隐私数据。一方面是“换脸”新技术带来了新奇的体验,另一方面,数据泄露显现的安全风险层出不穷,公众担忧个人隐私“裸奔”将导致自身权益受到侵害。在数字经济形态下,以逐利为主要目标的公司很难主动割舍数据带来的竞争优势,仅靠企业“自律”,用户隐私难以获得保障。科技进步日新月异,对隐藏着危害公众隐私风险的新业态,监管手段与方法也需与时俱进。9月,国家网信办在相关回应中就提出,新技术、新应用带来了发展的机遇,同时也给网络安全带来了风险和挑战,作为管理部门,国家网信办积极支持新技术、新应用发展,同时也采取必要措施防范随之带来的风险。

At present, biometric information is an important personal information gradually become the consensus of public opinion. With the development of technology, "face" and other data are used in more and more occasions, fingerprint, iris, face and other biometric information are paid more and more attention by the public. Because this kind of biometric information is non renewable, many netizens think it is more important than bank card number, mobile phone number and other privacy data. On the one hand, the "face changing" new technology has brought new experience, on the other hand, the security risks of data leakage emerge in endlessly, and the public is worried that personal privacy "streaking" will cause their own rights and interests to be infringed. In the form of digital economy, it is difficult for companies whose main goal is to pursue profits to actively give up the competitive advantages brought by data, and it is difficult to guarantee the privacy of users only by the "self-discipline" of enterprises. With the rapid development of science and technology, the means and methods of supervision should keep pace with the times for the new business forms that hide the risk of endangering public privacy. In September, the national network information office put forward in the relevant response that new technology and new application bring development opportunities, but also bring risks and challenges to network security. As the management department, the National Network Information Office actively supports the development of new technology and new application, and also takes necessary measures to prevent the risks.

四、“直播带货”中的消费问题频现

4、 Frequent consumption problems in "live delivery"

社会影响力:61.7

Social influence: 61.7

话题解析

Topic analysis

在新经济快速发展的背景下,“直播带货”尤其是“网红带货”成为了电商新风口。2019年“双11”前后,“直播带货”更被不少业界人士视为完全走到了前台。有数据显示,“天猫双11淘宝直播”成为了不少品牌的一大增长点,超过50%的商家都通过直播获得了销量上的增长,“双11”开场8小时55分,淘宝直播引导成交已破100亿。但是,快速发展之下,“直播带货”中的产品质量、售后问题,“主播”虚假宣传问题,平台数据造假问题等,不仅影响了公众的消费体验,也损害了商户的利益,诸多“直播带货”造成的“两头坑”事件频频引发舆论争议。

Under the background of rapid development of new economy, "live broadcast with goods" especially "online red belt goods" has become a new outlet of e-commerce. Before and after the "double 11" in 2019, the "live broadcast with goods" was regarded by many people in the industry as coming to the front desk completely. According to some data, "tmall's double 11 Taobao live broadcast" has become a major growth point of many brands, and more than 50% of businesses have achieved sales growth through live broadcast, "double 11" opened 8 hours and 55 minutes, Taobao live guided transaction has exceeded 10 billion. However, with the rapid development, the product quality and after-sales problems in "live broadcast with goods", the false publicity problems of "anchor", and the platform data fraud problems not only affect the public's consumption experience, but also damage the interests of merchants. Many "two head pits" caused by "live broadcast with goods" have frequently triggered public opinion disputes.

针对这一现象,舆论认为,保障消费者权益,促进行业良性发展,还需完善监管制度。首先,平台既要完善诚信评价机制、提高准入标准,以做好自律;也要引导、敦促主播在相关领域形成更强的知识储备和专业度,做好对平台内商家与主播的他律。其次,监管部门应加快“直播带货”法治化监管建设力度,提高直播带货违法成本,增强监管震慑力。对于出现假冒伪劣、侵犯知识产权、侵害消费者权益的“带货”行为,应依法从严查处。还应建立和完善社会监督体系,维护消费者的知情权、选择权与监督权,保护好消费者合法权益。通过多方协同共治,引导“直播经济”持续健康发展。此外,作为一种新业态,“直播带货”需跳出“挣快钱”的桎梏,前置化风险处置,避免走上以往电视购物风险频出的老路。

In view of this phenomenon, the public opinion believes that to protect the rights and interests of consumers and promote the sound development of the industry, we need to improve the regulatory system. First of all, the platform should not only improve the integrity evaluation mechanism, improve the access standards, to do a good job in self-discipline; but also guide and urge the anchor to form a stronger knowledge reserve and professionalism in related fields, and do a good job in the platform of business and anchor heteronomy. Secondly, the regulatory authorities should speed up the construction of "live broadcast with goods" legal supervision, improve the illegal cost of live broadcast with goods, and enhance the deterrent force of supervision. We should strictly investigate and deal with the acts of "carrying goods" that are counterfeiting, infringing intellectual property rights and infringing the rights and interests of consumers. We should also establish and improve the social supervision system, safeguard consumers' right to know, to choose and to supervise, and protect consumers' legitimate rights and interests. We will guide the sustained and healthy development of the "live broadcast economy" through multi-party collaborative governance. In addition, as a new type of business, "live broadcast with goods" needs to jump out of the shackles of "making fast money" and pre dispose the risk, so as to avoid going on the old road of frequent TV shopping risks.

五、培训机构跑路学员退费无门还陷“套路贷”

5、 No way for trainees to return fees and fall into "routine loan"

社会影响力:60.6

Social influence: 60.6

话题解析

Topic analysis

2019年,知名教育培训机构因经营恶化导致关门的消息引起舆论关注。例如,3月,某少儿家庭英语突然发布破产公告,之后负责人相继失联,引发数千名家长维权。10月以来,某大型英语培训机构在国内主要城市的分店已关门,受影响学员上万人。尤为引人注目的是,大量学员被培训机构诱导,从金融机构申请了人均数万元的培训贷。大批门店的关闭导致学员们无学可上,却还要继续还贷款。该事件背后反映了“套路贷”“培训贷”等问题,引发舆论对金融机构教育分期等场景的关注。

In 2019, the news that well-known education and training institutions closed down due to business deterioration attracted public attention. For example, in March, a child's Family English suddenly issued a bankruptcy announcement, after which the responsible persons lost contact one after another, causing thousands of parents to safeguard their rights. Since October, branches of a large English training institution in major cities in China have been closed, affecting tens of thousands of students. It is particularly striking that a large number of trainees have been induced by training institutions to apply for training loans of tens of thousands of yuan per capita from financial institutions. As a result of the closure of a large number of stores, the students had no way to go to school, but they still had to pay back the loans. The event reflected the problems of "routine loan" and "training loan", which caused the public opinion to pay attention to the educational stages of financial institutions.

近年来,校外培训机构频现“爆雷”“跑路”的消息,其背后的原因多种多样,如教育培训机构迅速扩张但后续运营难以为继、经营不当导致资金链断裂等。面对培训机构的“跑路”,消费者往往陷入维权困难等处境。《国务院办公厅关于规范校外培训机构发展的意见》明确要求,收费时段与教学安排应协调一致,不得一次性收取时间跨度超过3个月的费用。舆论认为,预付型消费的资金监管问题愈加凸显,教育主管部门、银监部门以及金融消费权益保护部门,应从流程合规、场景合规、风险合规等角度加强监管。此外,消协组织、新闻媒体也提醒消费者,选择课外培训辅导时谨慎使用金融贷款,并保留好相关消费凭证,用法律武器维护自己的合法权益。

In recent years, out of school training institutions have frequently reported the news of "Thunderbolt" and "running away", and there are various reasons behind it, such as the rapid expansion of education and training institutions but the subsequent operation is difficult to continue, improper operation leading to the fracture of the capital chain, etc. Facing the "running" of training institutions, consumers often fall into difficulties in safeguarding their rights. The opinions of the general office of the State Council on regulating the development of off campus training institutions clearly requires that the charging period and the teaching arrangement should be coordinated, and no one-time charging of fees with a time span of more than three months is allowed. According to the public opinion, the capital supervision of prepaid consumption is becoming more and more prominent. The competent education department, the banking regulatory department and the financial consumption rights and interests protection department should strengthen the supervision from the perspective of process compliance, scenario compliance, risk compliance and so on. In addition, consumer associations and news media also remind consumers to use financial loans cautiously when choosing extracurricular training and counseling, keep relevant consumption vouchers, and use legal weapons to protect their legitimate rights and interests.

六、上海迪士尼禁止外带食品惹争议

6、 Shanghai Disneyland's ban on bringing out food is controversial

社会影响力:56.6

Social influence: 56.6

话题解析

Topic analysis

2019年8月,上海迪士尼乐园因禁止游客自带食品入园被一大学生起诉引发热议,公众对迪士尼园区日常经营积聚的不满情绪集中爆发。我国《消费者权益保护法》明确规定,“消费者享有自主选择商品或者服务的权利”“经营者不得搜查消费者的身体及其携带的物品”,而迪士尼“禁带食品”“翻包检查”的规定无疑侵犯了消费者的自主选择权和个人隐私权。人民网发文四问上海迪士尼,凭什么在欧美地区与亚洲地区搞“双标”。中消协表态支持大学生对上海迪士尼发起诉讼,认为迪士尼利用其特殊地位对消费者进行了限制。而迪士尼坚称日常经营合规、拒不接受调解的态度进一步加剧了事件的争议性,舆论呼吁相关机构“出重拳”保障消费者合法权益。

In August 2019, Shanghai Disneyland was sued by a college student for banning tourists from bringing their own food into the park, which caused a heated discussion. The public's dissatisfaction with the daily operation of the park broke out. China's consumer rights and interests protection law clearly stipulates that "consumers have the right to choose goods or services on their own" and "operators shall not search consumers' bodies and articles they carry", while Disney's provisions of "forbidden food" and "turn over inspection" undoubtedly violate consumers' right of independent choice and personal privacy. People's daily asked Shanghai Disneyland why it has set up "double standards" in Europe, America and Asia. The China Consumer Association expressed its support for college students to initiate a lawsuit against Shanghai Disney, arguing that Disney has restricted consumers by taking advantage of its special status. Disney's insistence on daily operation compliance and refusal to accept mediation further exacerbated the controversy of the incident, and public opinion called on relevant agencies to "fight hard" to protect the legitimate rights and interests of consumers.

舆论压力之下,上海迪士尼做出相应改变,表示允许

Under the pressure of public opinion, Shanghai Disney has made corresponding changes and expressed its permission

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