Shun network author: Ji'nan Times reporter Jing Wong
booking by hand machine Service, many times call customer service phone is not clear, finally returned phone calls for refund when the refund is told to deduct 6% of the cost of.Amp; hellip.amp; hellip recently, the reporter received a number of public complaints about door washing car O2O platform croak, door washing, wax service is difficult to make a reservation, self prepayment can not be used, want a refunds It is the first to be buckled and so on.
croak car washing car suspension of Mr. bear's home seat washing service
1000 yuan for only more than 200 yuan, and Mr. bear's card balance of 742.2 yuan
nearly two months of no door to door cleaning service, to refund 6% cost
since the Spring Festival, Mr. bear has been such a problem. Through mobile phone appointment car washing service, the APP prompts: business adjustment, suspension service. When he called the quack customer service, he was told that he had fewer hands and that he could not recruit people in his area. Mr. Chang, who tried to make an appointment for car wash, chose to stop the business refund. The customer replied that the refund fee was 6%. Mr. bear feels unfair: the service you can't provide, the refund is also charged, is it not my mistake to charge me?
a year ago, there was an activity, 1000 dollars and 1200 yuan, and each time the car washing was 17 yuan. Mr. bear told reporters that if the activity was not done, the price of the car washing was 39 yuan, and it was very high. And the car washed his car and said he had thousands of dollars per month. Based on this, when Mr. Xiong asked for customer service to refund money, he also indicated that he only needed to refund the principal, and the donation would not be refunded. However, the other party told Mr. Xiong of customer service that the refund fee was 6% of the fee provided by the company under the premise of no refund.
croak car response:
we did not fail, now people are using APP's default refund fee for
8 afternoon, the reporter dialed the guest service phone in Beijing. Customer service personnel told reporters that, at present, the jade letter road partly opened the door to wash the car service, Mr. bear's location has not opened the door to wash the car service, the company is now less car washers, we did not fail, is now hiring. The customer service said. For the refund problem, the customer service said that all downloads of APP software, before use, will have a service agreement, which includes the cash amount in the storage card can be refunded, the need to deduct 6% of the service fee and so on. Anyone who uses APP must read and agree to the agreement, and acquiesce in this provision. The customer service staff later indicated that they would take the initiative to contact Mr. Xiong and coordinate the resolution of the problem.
in March 10th, the reporter telephoned Mr. bear again. The other party told him that the car had been in contact with the car, and had returned all the rest of the money, and did not charge 6% of the fee. This is a good attitude. I called the same morning and returned the money at noon. Although Mr. bear's problems have been solved, there is a lot of consumers like him in Ji'nan, and many of our neighbors also use the software in our yard. They are also waiting for the problem to solve the problem.
in the complaints received by reporters, 4 consumers, including Mr. Xiong, all said that car washing is difficult to make an appointment. Reporter learned that another consumer has already handled the refund, I still do not know whether to buckle the money, the other party's customer service said 30 working days back in place, I am still waiting for the bank notice. Mr. Su, in the vicinity of Huaiyin District, told reporters that people and services were unable to keep up the year ago. After a week after the seventh day of the year, the car was not booked. The staff who often washed the car did not do it. It is said that after years, many people did not return to work. Mr. Su said that he was not planning to return the money for a while. Wait a minute. I called the customer service. They said they were recruiting people and they will soon resume their business.
Association lawyer:
croak APP service agreement implicitly overlord clause reporter downloading croak APP through mobile phone, after installation, before use, the APP has a service protocol that requires users to click consent and be regarded as default, if disagreed, the APP can not be used. Reporters found that this service agreement has eight contents, each content does not clearly point out that the refund card need to deduct 6% of the cost.
in the second service charges related to this, the Hongye software (Beijing) Co., Ltd. has the right to modify and adjust the fee standard, mode, etc. from time to time, according to its actual operating conditions, and not to notify you separately. It is specific to the contents published in the APP service page of Hongye software. In the sixth clause of force majeure and other disclaimer, croak car washing is put forward within the scope permitted by law. It is not responsible for the interruption or obstruction of services caused by other uncontrolled or reasonably foreseeable circumstances. It is not clear that the refund will be subject to 6% service charge. Mr. Xiong also said he had not seen this rule.
10 afternoon, the reporter interviewed the Shandong provincial Consumers Association public lawyer Tang Xueyu. She told reporters that the law on the protection of the rights and interests of the consumer (hereinafter referred to as "the law of digestion") stipulates that the operators should fulfill the agreement or return the prepaid payment without providing the goods or services according to the agreement, and should bear the interest of the advance payment. The law also stipulates that the operators shall not rule out or restrict the rights of consumers, reduce or eliminate the responsibility of the operators, and aggravate the consumer's responsibility, which are unfair and unreasonable to the consumers by means of formatted clauses. Tang lawyers believe that quack car washing should not only collect fees, but bear the interest paid by the bear to pay for the car. The service agreement set by the croak car obviously aggravates the consumer's responsibility and restricts the consumer's right to know and the fair trade right, which is actually the overlord terms that people often say. In addition, according to the requirements of the consumer law, the car washing service has the obligation to publicized and inform consumers in advance. Otherwise, it is harmful to consumers' right to know, and consumers are entitled to pursue their responsibilities if they lose money.
is not an example of
multiple cell phone APP user agreements suspected of violating the "digestion"
how many people will read the terms and conditions carefully before using App? Most people will make a direct tick and hasty work. Some of the APP users were not allowed to use the protocol when they first used it. However, the user agreement you overlook may be hiding the terms that infringe upon your rights and interests.
mobile APP user agreement is not only a case of King's license. According to media reports, the registration of mobile phone APP love house is required for users to agree to "on-site confirmation and intermediary services agreement" on suspicion of infringement of consumer rights and interests. The user agreement of online game companies is even more speechless. When the user agreement of the online game is changed, Shanghai long tour Network Technology Co., Ltd. stipulates that the long travel network has the right to modify the terms of service when necessary, which can be updated at any time by the long travel network without further notice. Once the modified user agreement is published on the page, it will replace the original user agreement effectively. Giant network stipulates that the giant network will not be compensated or compensated for the user whose account is frozen or deleted for 180 consecutive days without landing or using a giant network game. All of these obviously infringe on consumers' right to know and property. There are even media reports that all websites and APP, user agreement and privacy policy can be updated at any time. At any time, the updated user agreement adds to the difficulty of maintaining the rights of consumers, and it has also become a regulatory problem
. In the industry, people in the industry point out that the overlord clause that aggravates consumer responsibility and exempt the operator seems to maintain the interests of the enterprise in the short term, but it actually weakens the market competition in the enterprise. Force, at the expense of the future of the whole industry.