On july 10 in beijing (journalist li hien jian), yang guanghun reported that the market for air conditioning maintenance was equally hot during the summer season. Mr. Li from beijing stated that there had been water leaks in his family's high air conditioners a few days earlier, but he did not realize that the official maintenance hotline of shigo, which had been found through the 114 survey, was a “fake”。
Mr. Lee told the reporters, “114 gave me a maintenance call from zhi gao. They said it would cost $150 to fix the door. I asked why money was needed during the warranty. He said it was only three years. I said it was six years. He said it was three years. I asked him if it was shigo. He said yes."
The claim that the air conditioner warranty period was only three years raised doubts among mr. Lee. He also found a 400-official service line for high air conditioners online and was told that leaks were common and that it was only necessary to clean the filter and re-install it. After mr. Lee did so, at no cost, the problem of leaking air conditioning was solved。
Is this repairer real or fake? Journalists also called 114 on the grounds of air conditioner maintenance, and the guest services told journalists that there were telephones registered as the beijing high air conditioning centre, which mr. Li had called for the so-called official air conditioning service。
However, half a month later, when the journalist again dialed the maintenance phone, the company's staff told the journalist that they were not official air conditioners and that air conditioners, washing machines, water heaters, etc. Could be repaired. He also informed journalists of the “know-how” of 114 well-known brand players, “it will not be easy to log in, it will require authorization from the manufacturer to sign an agreement, and it will not be possible without the manufacturer's agreement”
The staff member in charge of external cooperation disclosed to the press that, in order for the telephone number to be placed on a well-known brand in 114, authorization from a brand company was required. The frequency of the broadcast is guaranteed by paying $40,000 a year. "there's no one to report. Beijing's big market. Our rule is no more than four brands. As far as fees are concerned, only air conditioning is annual, as there is seasonality and the rest is monthly. If you don't have any qualifications, you can't go up to 114. It's got to be authorized."
However, staff members of the zhac indicated that the company had never authorized other maintenance points. “this is not a telephone call from the manufacturer. It must have been a person seeking registration of 114. We are certain that no authorization has been given to the repairers, that prior calls have been made by the users, and that if the repairs were done, they could have done so.”
Such examples do not exist only in the area of air conditioning maintenance. A journalist survey found that maintenance telephones in some of the country's famous electrical brands were also occupied by unofficial maintenance providers on stage 114. The 114 passenger service informed journalists that the maintenance telephone for the swan washing machine began with 6821. In response, the official customer service of the swan indicated that the official after-sale service line started at 400, only for this family。
Who should regulate such information, which is suspected of misleading consumers? The reporter called 12315Consumer rightsThe protection hotline, where a client tells a journalist that the complaint is false, or that the complaint platform 114 can be called separately. “if it is reflected that the maintenance telephone is not authentic, call the internet and garbage information reception centre 12321; if it is a complaint 114, call the ministry's information hotline 12300.”
However, the client reporting callers for bad internet and garbage information indicated that such complaints against the platform for publication were not accepted by them. Journalists have repeatedly called the 12300 hotline and none. Since then, journalists have submitted a complaint against the unofficial maintenance serviceer registered at unit 114 on the web page of the ministry of industry and communications ' users ' complaints centre, which has not received feedback as of the date of submission。
In addition, journalists consulted on the 12358 price surveillance call for the fees of the registration and maintenance servicers at unit 114, and the same response was that the business was not considered by them。
There have also been media reports of the “false sale” of america's hot water heater through channel 114. Why is it that 114, as a public service platform, is repeatedly caught up in the “real-false” dispute about repairing businesses? This oneFalse propagandaIs the information available only through user complaints
In addition to the traditional 114 tabloid, internet platforms have also become a disaster area for “maintenance services disputes”. From 2015 to date, the shanghai city committee for the protection of the city of shanghai alone has received 2121 complaints relating to air conditioning maintenance, the majority of which come from internet platforms。
The deputy director and secretary-general of the shanghai committee for the protection of the city of shanghai, doo aileen, explained that, in a covert inspection that had just been completed, the experts of the committee’s electronics office had simply set the remote control to a random code, making profit from the failure of nine of the 11 home-based repair companies, such as the false computer boards, and the lack of refrigerants. “a maintenance company located in the same town, for example, was ranked in the top 58, making it easy for its neighbours to reach the department of maintenance services, and the maintenance staff had arrived because of a lack of agreement with the maintenance workers to restore the machine to its original condition and to charge $80. However, we later found that the maintenance workers deliberately pulled out some plugs and power lines. This poses a major security risk, which can lead to electrocution, which is very bad.”
Toilet explained that the maintenance industry was more specialized and that consumers had difficulty in recognizing some of the mid-level problems. In addition to “no sick leave”, there is also “small illness overhaul”. Dozens of problems could have been solved, and the final cost would have been hundreds of dollars. “there is also a top-ranked company on the 100-degree platform, and the maintenance worker came in and said that the computer plate was broken and that it would cost $400 to repair. Upon completion of the repairs, he suddenly said that the outdoors were also broken, and then put the pressure sheet on the wire and told the consumer that the pressure was abnormal and that the fluid was needed. After no action was taken, the watch was restored and the consumer was informed that it had been paid $730.”
For such door-to-door services, it is often difficult for users to discern authenticity. In the case of a chengdu repairer, the company is registered in chengdu, where it appears from an advertisement made by the company in shanghai that it is a regular, large maintenance company that in fact contracted to an individual repairer in shanghai。
Toileen stated that consumers should select maintenance providers from formal channels, and that as a platform for the publication of service information, they should have the corresponding review and regulatory obligations, and that the continuous purification of platform information should not depend solely on complaints and reports from users. “the first is the basic obligation to review whether the enterprise has a business licence and, if it is an individual, to check for personal identity information etc. After review, genuine identity information is made available to consumers to facilitate their identification and selection. Second, care and supervision of regulatory obligations are necessary, and the platform should take appropriate measures when consumer complaints or relevant authorities inspect the relevant violations or records. At the same time, the platform should establish an access and exit mechanism, which should be removed in a certain way if the enterprise fails to believe.”
