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吃相难看!自动续费、额外付费、广告 会员"伤不起"

2019年12月20日 08:48  江苏省消保委  

CONGCHONGHUIYUANMIANGUANGGAO,

DAOFUFEIKANJIEJU,

ZAIDAOHUAQIANYUDIANBO、CHAOQIANDIANBO、

HAOPIANLINGFUFEI

……

AppHUIYUANZHI,

SHOUFEITAOLUCENGCHUBUQIONG,

……

TONGSHI,BAOLUCHULEYUELAIYUEDUODEWENTI,

平台服务是否物有所值?

消费者是否能明白消费?

纠纷处理机制是否顺畅有效?

……

JINTIAN,WOMENLAILVYILV

调查开展总体情况

BENCIDIAOCHAYANGBENDEXUANZE,BAMUBIAOAppDEYONGHUGUIMO(SHICHANGREDU)ZUOWEIZUIZHUYAOZHIBIAO,JIANGUGONGNENGLEIBIEYIZUOQUFEN,GONGXUANQULE6LEI、24GERICHANGSHIYONGPINLVJIAOGAODEAppZUOWEIDIAOCHAYANGBEN。BENCIDIAOCHACAIYONGLEXIANXIATIYANSHIDIAOCHAHEXIANSHANGWANGLUODIAOCHAXIANGJIEHEDEFANGSHIJINXING。

调查结果分析

(一)总体情况

“XIAOFEIZHECHONGZHIAppHUIYUANZHONGLEIDUO、KAITONGSHUZAI2GEZUOYOU,YIYUEFUFEIWEIZHU。

ZHUCEFUFEIHUIYUANDEMUDEZHUYAOWEIXIANGYOUQUCHUGUANGGAO、SHIYONGGENGDUOGONGNENGHEXIANGYOUYOUXIANQUAN。

CHAOWUCHENGDEXIAOFEIZHEBIAOSHICHONGZHIZHIHOUDEYUQIXIAOGUOYIBANHUOBUMANYI,BUMANYIDEYUANYINZHUYAOWEIFUFEIHOUBUFENNEIRONGRENGXUZAICIFUFEI,QICIWEICHENGWEIVIPHOURENGYOUGUANGGAO。

(二)清晰透明程度和告知程度情况

  DUIYUAppPINGTAIFU(XU)FEIDEQINGXITOUMINGCHENGDUHECHANPINFUWUDEZHIQINGGAOZHICHENGDU,XIANSHANGDIAOCHAJIEGUOXIANSHIMANYIDUJIAODI。73.51%XIAOFEIZHEBIAOSHIAppFU(XU)FEITAOLUDUO,XIWANGYOUGUANBUMENJIERUDUCUQIYEGAIJINBINGJIAQIANGJIANGUAN。

01

消费者“被自动续费”现象普遍

线上调查显示,69.30%的消费者表示遭遇系统默认自动续费,但仅有5.58%的消费者表示会选择自动续费。

从样本体验情况来看,24个样本均有自动续费的功能。其中,21个样本将自动续费设置为优先选项。仅有3个未将自动续费设置为优先选项,分别是:虾米音乐、蜻蜓FM、腾讯微云。

另外,24个样本中,有12个设有试用功能,其中有8个样本一旦用户选择试用,就等于默认选择了自动续费,须在试用期届满前一定时间内手动取消,否则即成为自动续费用户。

02

自动续费扣款前后提示不到位

24个样本中,在自动续费实际发起之前,17个样本不再通知,由系统直接扣费;7个样本会通过平台发送即将扣费提醒:爱奇艺、优酷视频、乐视、QQ音乐、QQ阅读、酷我、喜马拉雅。其中乐视、QQ音乐、QQ阅读、酷我,会同时在通知短信中再次提示取消自动续费的方法。

在24个样本中,在自动续费成功之后,17个样本扣款之后没有通知,用户往往只能通过第三方平台才能得知扣款信息;7个样本在扣款成功后会通过平台发送续费成功的通知信息,分别是:爱奇艺、乐视、QQ音乐、酷我、QQ阅读、喜马拉雅、书旗小说。

划重点

▶ 腾讯视频、搜狐、土豆、暴风影音、网易云音乐、虾米音乐、掌阅、咪咕阅读、知乎、得到、大片、小影、百度网盘、WPS、腾讯微云、蜻蜓FM在扣款前后均不通知;

▶ YOUKUKOUKUANQIANTISHI,SHUQIXIAOSHUOKOUKUANHOUTONGZHI。

03

取消自动续费步骤繁琐

24GEYANGBEN,JUNKEZAIAppPINGTAINEIBUKAITONGZIDONGXUFEIGONGNENG,BINGQIEKAITONGFANGSHIBIANJIE;DANSHIRUHEQUXIAOZIDONGXUFEIGONGNENG,GEPINGTAIJIYUXITONGBUTONG,FANGSHIYEYOUSUOBUTONG。ZAIGAOZHIQUXIAOZIDONGXUFEIDETUJINGSHANG:

14个样本在续费页告知:

TENGXUNWEIYUN、XIMALAYA、SOUHUSHIPIN、XIAOYING、ZHIHU、WPS、LESHI、SHUQIXIAOSHUO、AIQIYI、QQYINLE、QQYUEDU、QINGTINGFM、XIAMIYINLE、MIGUYUEDU

9个样本在用户协议中告知:

TENGXUNSHIPIN、YOUKUSHIPIN、TUDOU、BAOFENGYINGYIN、WANGYIYUNYINLE、KUWOYINLE、ZHANGYUE、DEDAO、BAIDUWANGPAN

1个样本仅在下载App时告知:

DAPIAN

ios系统中

23GEYANGBENYOUZIDONGXUFEIGONGNENG(MIGUWU);

QQYINLEKEZHIJIEZAIAppNEIQUXIAO;

XIMALAYA、AIQIYIPINGTAINEITIGONGLEQUXIAOZIDONGXUFEIGONGNENGDETIAOZHUANLIANJIE;

QIYU20GEYANGBENJUNXUTONGGUOiosDESHOUJISHEZHIHEitunesZHONGQUXIAO,BUZHOUJIAOWEIFANSUO,BUYIZHAODAO。

安卓系统中

23GEYANGBENZIDONGXUFEIGONGNENG(XIAMIWU);

AIQIYI、XIMALAYA、YOUKU、TUDOU、BAOFENGYINGYIN、QQYINLE、ZHANGYUE、WANGYIYUNYINLE、TENGXUNWEIYUN、MIGU10GEYANGBENKEYIZAIAppNEIBUZHIJIEQUXIAOZIDONGXUFEI;

QIYU13GEYANGBENXUTONGGUODISANFANGRUKOUQUXIAO。

XUTONGGUODISANFANGRUKOUQUXIAOZIDONGXUFEIDEYANGBEN,CAOZUOSHIDISANFANGRUKOUCAOZUOSHEZHIERGEBUXIANGTONG,CONGSHIYONGBIANJIEXINGLAIKAN,ZAIAppNEIZHIJIEQUXIAOXIAOFEIZHEGENGYICAOZUO,TONGSHIMIANQUXIAOFEIZHEZHAOBUDAORUKOUDEFANNAO。

ZONGHEYISHANGTIYANQINGKUANG,DUIYUZIDONGXUFEI,DUOSHUYANGBENQINGXIANGYUYINDAOYONGHUXUANZEZIDONGXUFEIGONGNENG,ZAIMEIYOUJINDAOCHONGFENGAOZHISHENZHIGENBENMEIYOUTIXINGGAOZHIDEQINGKUANGXIA,SHIYONGHUZAIJIBUDESHENZHIBUZHIQINGDEQINGKUANGXIAYANXUJIAOFEI,TONGSHIQUXIAOTUJINGYEHENYINBIHEFANSUO,BUTONGCHENGDUQINFANLEYONGHUZHIQINGQUAN、ZIZHUXUANZEQUAN。

(三)用户协议公平诚信程度

24GETIYANYANGBENZHONGJUNTIGONGLEXIEYIWENBENBINGYUXIAOFEIZHEQIANDINGXIEYI,DANZAIQIANDINGLIUCHENGDESHEZHISHANG,XIAOFEIZHEJUNWUXUDAKAIWANZHENGXIEYIWENBENJIKEWANCHENGQIANDING。QIZHONG,2GEYANGBENDUIXIEYIWENBENDEZHONGYAOTIAOKUANWUXINGMUBIAOZHU(JIACUHUOXIAHUAXIAN),10GEYANGBENWEISHUOMINGYIDANHUIYUANQUANYIFASHENGBIANHUAHUIGAOZHIXIAOFEIZHE。

过半平台未事先约定额外付费产品范围和原因,视(音)频类尤甚

ZAIXIANSHANGWENJUANDIAOCHAZHONG,73.33%DEXIAOFEIZHEBIAOSHICHONGZHICHENGWEIHUIYUANHOUBUFENCHANPINRENGXUEWAIFUFEI,ZHUYAOJIZHONGZAISHIPINLEI、YINLELEIHEYINPINLEIDEApp。

ZAITIYANDIAOCHADE24GEAppYANGBENZHONG,YOU18GEYANGBENZAIXIAOFEIZHEZHIFUHUIYUANFEIZHIHOU,RENGYOUBUFENCHANPINHUOZHEFUWUXUEWAIFUFEI。DUIYU18GESHEJIEWAIFUFEIDEYANGBEN,WEILVXINGXIANGGUANGAOZHIYIWUHUOZHEWEICHONGFENLVXINGGAOZHIYIWUDEYANGBENZHAN61.11%。

XUYAOEWAIFUFEIDEAppYISHIYINPINLEIYANGBENJUDUO,13GESHI(YIN)PINLEIAppYANGBEN,CHUBAOFENGYINGYIN1GEYANGBENWAI,QIYU12GEYANGBENJUNDUIBUFENCHANPINSHEZHILEXUYAOEWAIFUFEI。

ZAIHUIYUANVIPZHIWAISHEZHIVVIP,XUYAOEWAIFUFEICAINENGXIANGSHOUMOUXIEGONGNENG,AppYUNYINGSHANGQISHISHIZAIZHIZAOJIAOLVYOUFAYONGHUXIAOFEI,ZAIYONGHUXIEYIZHONGYOUMEIYOUXIANGGUANTISHISHUOMING,ZHEIZHONGEWAISHOUFEIDEXINGWEISHIZESHIDUIXIAOFEIZHEQUANYIDEQINFAN。

用户协议中关于消费者权益的约定涉嫌限制消费者权利

24GETIGONGYONGHUXIEYIWENBENDEYANGBENZHONG,SUOYOUYANGBENJUNMINGQUEYUEDING,RUGUOXIAOFEIZHEZHONGTUJIECHUHUIYUANXIEYI,SUOFUKUANXIANGBUYUTUIHAI,BIXUJIESHOUHUIYUANFUWUZHIZHIZUIHOUYICIXUFEIQIJIANJIESHU。

  XIANSHANGDIAOCHAWENJUANJIEGUOYEXIANSHI:YOU77.89%XIAOFEIZHEBIAOSHICHONGZHIHOUBUKEYITUIDINGTUIFEI,BINGQIEYOU78.02%DEXIAOFEIZHERENWEICIGUIDINGBUHELI。

AppYUNYINGSHANGDANFANGMIANYUEDINGXIAOFEIZHEZHONGTUJIECHUHUIYUANBUKETUIDINGTUIFEIDE“YIDAOQIE”GUIDING,MEIYOUDUIJINGYINGZHEDEYIWUJINXINGGUIFANYUESHU,HUSHILEJINGYINGZHEWEIYUEDENGQINGXINGXIAXIAOFEIZHEQUANYIDEBAOHU,SHEXIANXIANZHIXIAOFEIZHEQUANLI,JIANQINGJINGYINGZHEZEREN,JIAZHONGXIAOFEIZHEZEREN,SHIBUGONGPINGBUHELIGESHITIAOKUAN。

GUANYUGUANGGAOTUISONGDEYUEDING,24GEYANGBENZHONG,13GEWENBENMEIYOUGUANYUGUANGGAOTUISONGDEYUEDING。ERXIANSHANGDIAOCHAXIANSHI,63.35%DEXIAOFEIZHEBIAOSHIKAITONGHUIYUANSHIWEILEQUCHUGUANGGAO;DANGWENJIDUIAppHUIYUANFUWUBUMANYIDEZHUYAOYUANYINZHONG,26.54%DEXIAOFEIZHEBIAOSHISHIYINWEICHENGWEIVIPHOURENGYOUGUANGGAO。

QUCHUGUANGGAOSHIXIAOFEIZHECHENGWEIFUFEIHUIYUANDEZHUYAOYUANYINZHIYI,RUGUOJINGYINGZHEZAIXIEYIZHONGMEIYOUYIXIANZHUFANGSHITISHIHEYUEDING,JIUYINGGAIBAOZHENGXIAOFEIZHEMIANSHOUGUANGGAODEDARAO,FOUZESHIQINFANXIAOFEIZHEZHIQINGQUANHEGONGPINGJIAOYIQUAN。

用户协议中关于纠纷解决渠道

01

投诉渠道不畅通,消费纠纷未得到有效解决

XIANSHANGWENJUANDIAOCHAXIANSHI,JINYOU17.14%DEXIAOFEIZHEBIAOSHIKEYIZHAODAOAppDERENGONGKEFU,ERZHAODAORENGONGKEFUHOUCHULIDEJIEGUOMANYILVJINWEI6.98%。

TIYANDIAOCHAJIEGUOXIANSHI,RENGONGKEFUDUIXIAOFEIJIUFENDEJIEJUESUOFAHUIDEZUOYONGJIWEIYOUXIAN。YANGBENTIYANXIANSHI,24GEYANGBENZHONG,9GEYANGBENSHEZHILERENGONGKEFU;10GEYANGBENJINSHEZHILEZHINENGKEFU;5GEYANGBENJINTONGGUODIANHUAHUOZHEQQQUNTIGONGKEFUFUWU(DEDAO、SOUHUSHIPIN、ZHANGYUE、LESHI、QQYUEDU)。

02

诉讼管辖约定弱化了消费者权利

DUIYUXIAOFEIZHEYUAppPINGTAIFASHENGXIAOFEIJIUFENHOUDEGUANXIAQUAN,24GETIYANYANGBENZHONG,JINYOU1GEYANGBEN(ZHANGYUE)YUEDING,SHUANGFANGJUNKEXUANZESUOZAIDIFAYUANTIQISUSONG,QIYU23GEYANGPINJUNZHIJIETONGGUOGESHITIAOKUANZHIDINGGUANXIAFAYUAN(ZHONGCAIWEI)。

QIZHONG,22GEYANGBENZHIDINGYOUGUANXIAQUANDEFAYUANSHIPINGTAIYUNYINGFANGSUOZAIDIFAYUAN;1GEYANGBEN(WANGYIYUNYINLE)ZEZHIDINGWEIZHONGGUOGUOJIJINGJIMAOYIZHONGCAIWEIYUANHUI。

YIJU《<ZHONGHUARENMINGONGHEGUOMINSHISUSONGFA>DEJIESHI》DIERSHITIAOGUIDING:YIXINXIWANGLUOFANGSHIDINGLIDEMAIMAIHETONG,TONGGUOXINXIWANGLUOJIAOFUBIAODEDE,YIMAISHOURENZHUSUODIWEIHETONGLVXINGDI;TONGGUOQITAFANGSHIJIAOFUBIAODEDE,SHOUHUODIWEIHETONGLVXINGDI。HETONGDUILVXINGDIYOUYUEDINGDE,CONGQIYUEDING。JUEDADUOSHUAppPINGTAILIYONGZHIDINGGESHITIAOKUANDEYOUSHIDIWEI,CONGBIANLIZIJIDEJIAODUCHUFA,ZHIJIEZHIDINGZIJISUOZAIDIFAYUANWEIJIUFENGUANXIAFAYUAN,MOSHIFALVFUYUSHUANGFANGDEXUANZEQUAN,ZENGDALEXIAOFEIZHEDEWEIQUANCHENGBEN。

BENCIDIAOCHAJIEGUOXIANSHI,AppFUFEIHUIYUANCUNZAIDANBUXIANYUMORENZIDONGXUFEI、KOUKUANQIANHOUBUYUTONGZHI、EWAIFUFEICHANPINGAOZHIBUQUAN、HUIYUANXIEYIBUGOUGONGKAITOUMINGDENGWENTI,YOULIYONGJINGYINGZHEYOUSHIDIWEI,DINGLIBUPINGDENGGESHITIAOKUAN,JIAZHONGXIAOFEIZHEZERENZHIXIAN,SHEXIANQINFANXIAOFEIZHEZHIQINGQUAN、ZIZHUXUANZEQUANHEGONGPINGJIAOYIQUAN。

相关问题和建议:

为此,江苏省消保委建议:

(一)充分履行告知义务,进一步保障消费者知情权

《ZHONGHUARENMINGONGHEGUOXIAOFEIZHEQUANYIBAOHUFA》(YIXIAJIANCHENG《XIAOFA》)DI26TIAOGUIDING,JINGYINGZHEZAIJINGYINGHUODONGZHONGSHIYONGGESHITIAOKUANDE,YINGDANGYIXIANZHUFANGSHITIQINGXIAOFEIZHEZHUYIYUXIAOFEIZHEYOUZHONGDALIHAIGUANXIDENEIRONG,BINGANZHAOXIAOFEIZHEDEYAOQIUYUYISHUOMING。《ZHONGHUARENMINGONGHEGUOHETONGFA》DI39TIAOGUIDING:“CAIYONGGESHITIAOKUANDINGLIHETONGDE,TIGONGGESHITIAOKUANDEYIFANGYINGDANGZUNXUNGONGPINGYUANZEQUEDINGDANGSHIRENZHIJIANDEQUANLIHEYIWU,BINGCAIQUHELIDEFANGSHITIQINGDUIFANGZHUYIMIANCHUHUOZHEXIANZHIQIZERENDETIAOKUAN,ANZHAODUIFANGDEYAOQIU,DUIGAITIAOKUANYUYISHUOMING。”

YINCI,WULUNSHIZIDONGXUFEIKOUKUANQIANHAISHIKOUKUANHOU,AppYUNYINGFANGDOUYINGTONGGUOPINGTAIXIANGXIAOFEIZHESHOUJIHUODUANXINTONGZHIDENGFANGSHIGAOZHIXIAOFEIZHEKOUKUANHUOJIJIANGKOUKUANDEQINGKUANG,ZAITONGZHITONGSHIZHONGGAOZHIXIAOFEIZHEQUXIAOXUFEIDETUJING,CHONGFENBAOZHANGXIAOFEIZHEZHIQINGQUAN。ZHENDUIEWAIFUFEIWENTI,ZHISHIFUFEISHIDASHISUOQU,XIAOFEIZHEBANQUANYISHIYEDADAZENGJIA,DANZHEIBINGBUYINGGAICHENGWEIJINGYINGZHELIYONGXIAOFEIZHEZAIXINXISHANGDERUOSHIDIWEI,MOUQUHUISELIYIDETUJING,TEBIESHIZAIXIEYIZHONGMEIYOURENHETISHISHUOMING,MEIYOUXIANGXIAOFEIZHEMINGQUEEWAIFUFEIDECHANPINFANWEIHEYUANYINDEQINGKUANGXIA。JIAOYIBENSHIGONGXUSHUANGFANGDEZIYUANXUANZE,WEILEYINGLISUIYISUISHIGENGGAISHOUFEIMINGMUYOUWEIQIYUEJINGSHEN,YEHUIXIAOMOXIAOFEIZHEDEXINREN。

(二)改善服务质量,进一步保障消费者自主选择权

GENJU《ZHONGHUARENMINGONGHEGUODIANZISHANGWUFA》(YIXIAJIANCHENG《DIANZISHANGWUFA》)DI17TIAOGUIDING:“DIANZISHANGWUJINGYINGZHEYINGDANGQUANMIAN、ZHENSHI、ZHUNQUE、JISHIDIPILUSHANGPINHUOZHEFUWUXINXI,BAOZHANGXIAOFEIZHEDEZHIQINGQUANHEXUANZEQUAN”。

TONGYISHIYONGBINGBUDENGYUTONGYIZIDONGXUFEI,TEBIESHIZAIMEIYOUYIHELIFANGSHIGAOZHIXIAOFEIZHEDEQINGKUANGXIA。JINGYINGZHEYINGDANGZAIMIANFEISHIYONGYEMIANXIANZHUTISHIXIAOFEIZHEKAITONGSHIYONGGONGNENGDEFUDAIHANYI,BINGZAISHIYONGQIMANZHENGSHIKAISHISHOUFEIZHIQIANTONGYANGYIXIANZHUFANGSHITIXINGHEGAOZHIXIAOFEIZHE。TONGSHI,JINGYINGZHESHEZHIFUZADEQUXIAOTUJINGHEFANZADEQUXIAOBUZHOU,YIJIBUFENJINGYINGZHEZHISHEZHILIANXUBAOYUE、BAOJIDENGXUANXIANG,MEIYOUDANYUE、DANJIDENGXUANXIANG,SHEXIANWEIFAN《XIAOFA》XIANGGUANGUIDING,“LIYONGGESHITIAOKUANBINGJIEZHUJISHUSHOUDUANQIANGZHIJIAOYI”,QINFANXIAOFEIZHEZIZHUXUANZEQUANHEGONGPINGJIAOYIQUAN,YINGYUYIZHENGGAI。

(三)根据不同情况设定可退费标准,进一步保障消费者公平交易权

GENJU《HETONGFA》、《XIAOFA》DENGXIANGGUANFALVDEGUIDING,CHUBUKETUIDINGDECHANPINHUOFUWUWAI,AppYUNYINGSHANGYINGGENJUCHANPINHUOFUWUDELEIXINGSHELITUIDINGTUIFEIDETUJINGJITUIFEIBIAOZHUN,RUXIAOFEIZHECHENGWEIHUIYUANDECHUSHIMUDEMEIYOUDADAO ,AppYUNYINGSHANGWEIYUEDENGQINGKUANG。

(四)完善投诉处理机制,重视消费者诉求

GENJUDI《DIANZISHANGWUFA》DI59TIAO:“DIANZISHANGWUJINGYINGZHEYINGDANGJIANLIBIANJIE、YOUXIAODETOUSU、JUBAOJIZHI,GONGKAITOUSU、JUBAOFANGSHIDENGXINXI,JISHISHOULIBINGCHULITOUSU、JUBAO。”

ZAIWANSHANCHANPINPINZHIDETONGSHI,AppYUNYINGSHANGYEYINGJINYIBUZHONGSHITOUSUCHULIJIZHIDEJIANLIHEWANSHAN,ZHENGSHIXIAOFEIZHESUQIU,CHANGTONGTOUSUQUDAO,WANSHANNEIBUCHULIJIZHI,TISHENGKEFUFUWUYISHIHETOUSUCHULINENGLI,ZHEIYANGCAINENGGENGHAODEZENGQIANGHUIYUANYONGHUZHANDU,WENDINGXIAOFEIZHEHEJINGYINGZHEZHIJIANDEXINRENGUANXI。

MUQIANWOGUOAppFUFEIYONGHUZHUNIANZENGDUO,DANSHIYOUSHIYONGHU“ZIDONGXUFEI”、RENXINGSHEZHI“FUJIATIAOKUAN”,ZHEIYANGDE“VIP”DAIYUSHIBIHUIRANGGOUMAIHUIYUANCHENGWEIYICIXINGXIAOFEI,“RUKENG”XIAOFEIZHEYEHUIYUELAIYUESHAO。AppYUNYINGSHANGZHIYOUZUNZHONGYONGHU,ZHONGSHICHENGNUO,JINGWEIFALV,CAINENGYOUGENGJIAZHANGYUANHEJIANKANGDEFAZHAN。

编 辑:章芳
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