Arbitrary deductions, private value-added services, tampering with packages, discrimination against old users, false propaganda … how many have you encountered?
Editor’s note: This article comes from Interface News , author Zheng Jieyao.
In the network age, mobile communication services have already become a new hydropower coal. However, the operator of this new service, the operator, is often criticized by users for unreasonable aspects such as packages and tariffs.
Recently, Mr. Zhang from Xi’an City, Shaanxi Province reported to interface journalists that China Mobile has opened five different value-added TV services for it in the eight months from August 2019 to March 2020. No notification was made halfway, causing a total loss of about 1,000 yuan.
Mr. Zhang said that he opened a China Mobile account for the first time in 2018 and chose a mobile package of 98 yuan. The following year, a salesman took the initiative to say that he could add free broadband and TV services to Mr. Zhang’s package, free for the first year, and then only need to pay a monthly viewing fee of 10 yuan to continue using it. So, Mr. Zhang replaced the TV service in his home with China Mobile’s Magic Box set-top box.
However, recently, Mr. Zhang found that his monthly communication fee was more than 100 yuan higher than normal. After calling 10086, he found that he had added a value-added service fee to his package. The specific items include the Mobai movie package and monthly subscription fee. However, Mr. Zhang did not remember that he had launched a similar service, and China Mobile did not have any notice.
After the appeal, China Mobile has now agreed to return Mr. Zhang’s value-added service deduction of about 700 yuan in the past six months, but Mr. Zhang is not satisfied with the treatment.
Interface journalists found that there are many users who have similar experience with Mr. Zhang. Some users said that only elderly people watch TV at home. Perhaps it is because of accidental contact that the value-added TV will often appear on the bill The deduction was not known to the elderly, and the head of household did not receive any confirmation text messages or phone calls. The user believes that the mobile method has been suspected of arbitrary chargeback. The normal method should be to obtain a second confirmation from the payer by text message or phone before the subscription takes effect.
Another user with the same experience found that the Magic Box subscription service is secret-free by default, which means that as long as the user orders on-demand content on the TV,, You will be charged directly without password or confirmation at all. The user believes that this design has been suspected of inducing consumers.
In fact, arbitrary charges, private value-added services, tampering with packages, discrimination against old users, and false publicity have always been common topics around operators.
In March of last year, the Ministry of Industry and Information Technology issued the “Guidelines for the Construction and Rectification of Work Style in the Information and Communication Industry in 2019” by the Ministry of Industry and Information Technology, requiring operators to make rectifications on five major issues.
A year has passed. Recently, the website of the Central Commission for Discipline Inspection and the National Supervision and Inspection Commission announced the third round of the 19th Central Inspection and Reform Exhibition, including notifications of China Mobile, China Unicom, and China Telecom Exhibition.
The report pointed out that the problems involved in this round of rectification by China Mobile include “unintentional customization and other infringements on the interests of the people”, “most front-line outlets are mostly outsourced cooperative operations”, “education and management of employees in front-line outlets cannot keep up”, “service Low quality “,” Independent core competence of professional companies is not strong, business overlap overlaps, and lack of effective integration “etc.
The issues involved in this round of rectification by China Telecom include “complex packages and difficult choices for users”, “different rights for new and old users, unlimited traffic for false publicity”, “harassing calls, spam messages”, and so on.
China Unicom has “a large number of packages, ca n’t understand, and difficult to choose”, “complaints of harassing phone calls, and unwittingly customized complaints, especially the rectification of harassing phone calls of virtual operators,” and “the advantages of the mixed ownership mechanism Inadequate. ”
In this regard, the three major operators have stated their positions.
China Mobile stated that it will fully include customer satisfaction in the performance evaluation of the company’s relevant units in 2019. In addition, it will actively promote measures such as simplifying tariffs, piloting optional tariffs, formulating the full amount of sales tariffs, and simplifying mutual exclusion rules for package changes to promote transparent consumption and improve customer experience and perception.
China Unicom said that it will increase the cleaning of online and offline products, and timely remove products that do not meet market demand. During the centralized rectification, more than 400 packages will be streamlined, and the complete contents of the packages on sale will be concisely and comprehensively announced. , Optimize package rules.
China Telecom stated that it will clarify the store’s classification authority, 1-3 halls will achieve the same store rights, and fully implement the “five inaccurate” requirements for new and old users with different rights and unlimited publicity; rectify the problem of harassing telephones and continue to do Good voice relay, call center business management and control, timely shutdown of illegal code numbers, trunk lines, etc.
However, some users said that in view of the performance of the three major operators in the process of speeding up fees and reducing fees, and porting to the Internet, the rectification may also be held high and gently dropped.
It remains to be seen how the rectification of the operators will be implemented, but it is clear that all these movements and deformations have a certain relationship with the stagnation of the entire industry. To solve this problem, the core is to find new growth momentum, such as 5G, Internet of Things, cloud computing and other new innovative applications.