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March 11, 2011

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Consumers rail against poor service

NON-STORE retailing, communication services and Internet services topped consumers' complaints list last year, local industrial and commercial authorities said yesterday.

The city's consumers' hotline - 12315 - received more than 100,200 complaints last year, down about 3 percent from 2009. Over 17 percent of people complained about non-store retailing, including e-commerce and TV shopping, said the Shanghai Industrial and Commercial Administrative Bureau.

Officials said product quality and after-sale services were the biggest problems. Consumers complained that sometimes the products they received were completely different to what they had seen in promotions.

As for communication services, fee charging was the focus of most displeasure. Consumers complained that communication companies would charge fees on services that they had never used.

Complaints on Internet services had much to do with online gaming and unstable broadband services.

Other complaints covered express delivery services, food quality, -computers, transport and public utilities, said the bureau.


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