Agency re­veals con­sumer com­plaints

The China Post - - LOCAL -

Dis­putes over “telecom­mu­ni­ca­tions ser­vices” and “mo­bile de­vice and pe­riph­eral” sales topped con­sumer com­plaints for the third con­sec­u­tive year in 2014, the Con­sumer Pro­tec­tion Com­mit­tee (CPC) said on Fri­day.

But there were con­sid­er­ably fewer com­plaints in the two cat­e­gories com­pared with 2013, in­di­cat­ing im­proved cus­tomer sat­is­fac­tion, the Ex­ec­u­tive Yuan body said.

The most com­mon source of dis­putes was telecom­mu­ni­ca­tions ser­vices, with 3,254 com­plaints re­ceived by the agency in 2014, down 23.85 per­cent from a year ear­lier.

There were 2,330 dis­putes in­volv­ing mo­bile de­vices dur­ing the year, down 10.94 per­cent from 2013.

Sig­nal qual­ity, penal­ties for back­ing out of sub­scrip­tion con­tracts and sales pro­mo­tion pro­grams were the ma­jor is­sues spark­ing com­plaints about telecom­mu­ni­ca­tions ser­vices, said com­mit­tee of­fi­cial Wang Shu-huei.

The com­mon dis­pute over un­sat­is­fac­tory sig­nal qual­ity is best re­solved at the core of the prob­lem through the re­ex­am­i­na­tion of ser­vice sub­scrip­tion con­tracts by the Na­tional Com­mu­ni­ca­tions Com­mis­sion (NCC) Wang said.

In those cases, con­sumers are of­ten mo­ti­vated to back out of their con­tracts pre­ma­turely and end up pay­ing a penalty for breaching their sub­scrip­tion con­tracts, she said.

The NCC will ad­vise com­pa­nies to pro­vide dis­counts on monthly fees or ex­empt con­sumers from pay­ing penal­ties if tele­com car­ri­ers are found to be re­spon­si­ble for un­sat­is­fac­tory sig­nal qual­ity at the con­sumer’s end, such as in cases when wire­less sig­nal tow­ers are re­moved, re­sult­ing in in­ad­e­quate cov­er­age, she said.

On dis­putes over pur­chases of mo­bile de­vices and pe­riph­er­als, Wang re­called a con­sumer who pur­chased a smart­phone last year that over­heated to the point that its screen was warped within three months of nor­mal us­age.

The con­sumer com­plained that the re­tailer at­trib­uted the dam­age to mis­use and re­fused to bear the cost of re­pairs as stip­u­lated in the war­ranty.

The dis­pute was not re­solved, and Wang ad­vised con­sumers who face such prob­lems to care­fully ex­am­ine each prod­uct’s war­ranty and avoid mis­us­ing de­vices in ways that could void war­ranty terms.

The com­mit­tee also held a meet­ing Fri­day on reg­u­lat­ing prod­uct re­pair ser­vices and im­prov­ing the trans­parency of po­ten­tial costs of app sales to pro­tect the in­ter­ests of con­sumers.

Newspapers in English

Newspapers from Taiwan

© PressReader. All rights reserved.