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In October, the Municipal Administration for Industry and Commerce's 12315 Appeal and Reporting Command Center received a total of 1,632 consumer inquiries, complaints, and reports. Of these, 1,528 were inquiries, while 73 were formal complaints, marking a 35.19% increase from the previous month. Additionally, 31 reports were filed. Notably, household appliances continue to dominate the list of consumer complaints.
The media shopping trend in November, particularly online shopping, has been a major topic of discussion. This form of remote purchasing allows consumers to buy items without physically seeing them, which can lead to issues if sellers lack transparency. Dishonest operators may exploit this asymmetry of information by exaggerating product features or benefits, ultimately misleading buyers. Since cross-regional shopping is common, consumers often struggle to provide sufficient evidence when disputes arise or to guide relevant authorities toward resolving issues.
In November, complaints centered heavily on home appliances, including communications devices, audiovisual equipment, and kitchen gadgets. With holiday promotions drawing in more buyers, appliance purchases surged, leading to heightened consumer dissatisfaction. Many reported subpar after-sales service, citing unqualified technicians and unresponsive customer support lines.
Trademark infringement complaints also increased, focusing on counterfeit goods sold under well-known brand names or using confusingly similar marks. These issues were particularly prevalent in rural areas, where lower education levels and limited awareness of consumer rights make it harder for residents to identify fraudulent products or advocate for themselves.
As we move forward, it’s clear that improving consumer education and enforcing stricter regulations on both sellers and service providers will be crucial steps toward reducing these challenges.