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在线教育,也当有“退换货”机制

2017-08-11 06:50:33   中国青年网

随着“互联网+”时代的到来,英语在线教育成了不少人的选择。名师一对一、VIP课程定制等,从针对中小学生到面向成年人的培训课程,令人眼花缭乱。随之而来的,是不少人对在线教育承诺不到位、外教不专业、维权不容易等问题的吐槽。面对形形色色各类在线教育机构,消费者究竟该如何选择?(中国之声)

从媒体的调查看,对目前英语在线教育的吐槽主要体现在,教学承诺难兑现,交互体验不给力,退费转课太复杂等三个方面。通俗点讲就是,实际教学效果与承诺的有较大差距,服务过程中存在着软件“卡”、师资“散”的毛病,本来为了方便的线上教育体验起来并不方便,而对服务不满又很难退费。

虽说在线教育是个新兴市场,但这些毛病并不全是新问题。如对于在线教育在宣传推广上的效果承诺,有专家就表示,《广告法》明确规定,教育培训宣传不得含有对效果作出明示或暗示的保证性承诺,有些机构动用“水军”吹捧课程质量和培训效果,误导消费者,应严格监管。至少在这一点上,监管的发力不应有线上与线下之别。

关于师资问题,有不少人吐槽英语外教“东南亚口音重”。对此,有专家表示,虽然“发音”是英语口语的基础,但它与“口音”有着本质上区别,且并不是学习外语之根本,并不会影响学习者的英语学习效果。外教口音是否会影响学习效果,这是个可以探讨的专业问题,也可以说并非是在线教育目前面临的大问题。关键在于,在线教育师资背景的真实性,乃至若不喜欢有口音的外教,消费者是否有事后的权利弥补手段,却是个真问题与大问题。

有消费者反映,虽然在线教育平台宣称可以任意选择外教,但对于外教的身份信息了解的还是比较少,平台只是介绍外教擅长的课题和基本信息。虽说没必要通过行政部门来为线上教育设立明确的个人准入资质,但确保让消费者获得足够真实的外教信息显然是必须的。此外,在线教育作为一种市场服务,服务提供者与消费者之间的权利也应该是对等的。比如,建立相应的“退换货”机制。否则,一旦交了钱就成了“一锤子”买卖,已然就偏离了正常的市场业态。

对于线上教育的消费者来说,外教有没有口音,其实真不是最要害的事。他们真正担心的还是,遭遇不称心的服务或是实际服务与承诺的服务根本就是两回事时,不能维护自己的正当权益。就这点来说,线上教育与线下教育,其实并没有实质差别,那就是都需要确保能够对消费者负责。

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