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首汽回应充值质疑称可退款 有用户打30遍客服无人应

2017-09-25 07:26:54   中国经济网

在《证券日报》记者就此事做出报道后,当时晚间,首汽约车就此事作出了官方回应,称优惠券的有效日期将从2017年12月31日改为长期有效;已参与此次活动并付费的用户如想退出,首约将尽快办理相应退还手续;凡参与幸运抽奖所获的租车券、海外用车券等均属额外附赠。

退款流程遭吐槽

在首汽约车官方做出回应后,记者注意到,其官方页面确实做出了相应的调整。部分带有误导性的标语被删减和修改、出行使用日期变为了无限期。

但此次活动所造成的影响,显然还没有得到良好的解决。

有市民向记者反映,其抽到的海外用车券仍没有出现在活动首页的奖品列表中,且有限期仍为截至明年2月底。他表示,虽然首汽方面认为这些属于“赠品”,但“赠送一堆没有用的东西还不如不送”。

而对于想要申请退款的用户来说,客服的忙碌程度也让人无奈。市民王先生称打了一天的电话才“好不容易申请上了退款”。而市民宋先生则表示自己打了30个电话,一直无人接听,且退款需要15个工作日的规则让他觉得很不理解。另有用户表示,客服称若使用过优惠券,则可能会出现退款不成功的情况。

9月24日下午,记者多次致电首汽约车,工作人员告诉记者,若已使用优惠券,退款将按照券面价值进行扣除,退款金额将于15个工作日返还。以记者为例,充值500元获得16张面值为50元的出行券,已使用5张,目前退款仅能返还250元。

根据出行券的使用规则,每张50元优惠券可抵扣50元,若单次消费不足50元使用优惠券,则进行全额抵扣,剩余部分不予额外补偿。对此,有用户向记者表示,自己用掉了2张出行券,客服表示目前退款仅退400元。但自己的单次消费若现金支付也就只用25元左右,App设置自动使用优惠券抵扣,现在自己退款也不划算。

在首汽约车官方微博首页,不少用户表示“首汽的忠实用户此次被伤的很到位”,甚至有人建立了名为“首汽约车诈骗”的群。有分析师表示,近几日申请退款的人数可能比较多,导致客服难以应对,之后会逐渐回复正常。他表示,此次活动最为重要的还是对平台形象造成的损害,可能造成部分用户的脱离。

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