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新华社上海5月8日电(记者周蕊)上海市消保委发布的投诉数据显示,今年1至4月共受理共享单车投诉2600多件,其中“押金或余额拖延退款”投诉占比近六成。
随着“互联网+”经济的蓬勃发展,共享单车作为一种新型出行方式,受到人们欢迎。然而随着使用者的增多,共享单车引发的投诉也在增加。2017年1至4月,上海市消保委受理共享单车类投诉2619件。从投诉内容来看,促销活动引发消费纠纷、押金或余额拖延退款是消费者投诉最为集中的问题,占所有投诉的比例近六成。
和共享单车投放速度相比,其售后服务严重滞后,售后服务电话打不通投诉占比高达近三成。上海市消保委相关负责人说,共享单车企业一般只提供APP、邮件、微信等投诉处理渠道,当消费者遇紧急情况时很难及时联系到人工客服,因此反映“售后电话打不通”的投诉居高不下。还有一些消费者遭遇了频频发生的系统及技术故障,使得计费出现异常,引发投诉。
上海市消保委相关负责人指出,作为“互联网+服务”的创新行业企业,在给消费者带来全新消费体验的同时,应当提供与经营活动相配套的服务保障,以提升消费者满意度。不仅要完善和优化操作系统,根据实际情况及时修复运行中出现的问题,更要重视售后服务。从目前情况看,企业对售后服务和维护等方面投入不足,建议企业综合统筹APP、邮件、微信与人工服务平台,便捷、高效、规范、针对性地处置消费争议,使售后服务真正“落地”。
责任编辑:都基强 CN065
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