Site 'made complaints disappear'
By Wang Qingchu |
January 6, 2011, Thursday
|
Print Edition
Print Edition
A CONSUMER right website has been accused of charging companies high membership fees to have complaints against them deleted.
A CCTV program said on Tuesday the site (www.315ts.net) was taking money in return for keeping complaints off the website, charging "enterprise partners" an annual fee of between 120,000 yuan (US$18,130) and 300,000 yuan in return for concealing complaints or shortening the time they stayed online.
Companies could also opt for a VIP service which would ensure no consumer complaints would appear on the site, the TV program said.
For an annual fee of 300,000 yuan, the website could help cut the number of complaints about a "partner" by 60 to 70 percent, Cao Zhiwen, the website's operation director, said in a video clip apparently shot without Cao's knowledge or consent.
The program described how the website had approached Joyoung Co Ltd, a home appliances maker, informing them of complaints. The website said that once Joyoung became a member, complaints would decrease significantly. It said that complaints would not even appear at all if the company signed up for the highest level of membership, Wo Wei, a Joyoung manager, told CCTV.
The website said it would expose flaws in Joyoung's service and products if it refused to be a member, it was claimed.
Cao is also said to have told Joyoung that complaints wouldn't be included in the website's monthly and annual reports, which were distributed to major national media.
Cao said the website's members included big names in the field of home appliances, electronic products, telecoms and financial service providers, according to the program.
However, 315ts.net hit back yesterday, releasing an online statement saying the TV report was untrue and accusing Joyoung of taking revenge and making defamatory remarks after the website had refused to cooperate with it.
Joyoung had ignored consumer complaints the website had brought to its attention, the 315ts.net statement said.
It said the TV program had "manipulated the facts."
"We hope CCTV can release all the video it took with Cao Zhiwen, instead of fabricating news that substitute one thing for another," it said.
"The website's business operation and complaints management are separate and open. We welcome all kinds of supervision, but we will not tolerate any slander," Xinhua news agency quoted the statement as saying.
According to Cao, Xinhua said, the website operates under the auspices of the China Electronic Chamber of Commerce, which is managed by the Ministry of Industry and Information Technology.
The website is designed as a platform not only for consumer complaints, but also for enterprises to respond to complaints to improve after-sales service, Xinhua said.
It had over 1 million individual members and received more than 1,500 complaints every day, 315ts.net said. It had recouped billions of yuan for consumers since it was established in 2005.
A CCTV program said on Tuesday the site (www.315ts.net) was taking money in return for keeping complaints off the website, charging "enterprise partners" an annual fee of between 120,000 yuan (US$18,130) and 300,000 yuan in return for concealing complaints or shortening the time they stayed online.
Companies could also opt for a VIP service which would ensure no consumer complaints would appear on the site, the TV program said.
For an annual fee of 300,000 yuan, the website could help cut the number of complaints about a "partner" by 60 to 70 percent, Cao Zhiwen, the website's operation director, said in a video clip apparently shot without Cao's knowledge or consent.
The program described how the website had approached Joyoung Co Ltd, a home appliances maker, informing them of complaints. The website said that once Joyoung became a member, complaints would decrease significantly. It said that complaints would not even appear at all if the company signed up for the highest level of membership, Wo Wei, a Joyoung manager, told CCTV.
The website said it would expose flaws in Joyoung's service and products if it refused to be a member, it was claimed.
Cao is also said to have told Joyoung that complaints wouldn't be included in the website's monthly and annual reports, which were distributed to major national media.
Cao said the website's members included big names in the field of home appliances, electronic products, telecoms and financial service providers, according to the program.
However, 315ts.net hit back yesterday, releasing an online statement saying the TV report was untrue and accusing Joyoung of taking revenge and making defamatory remarks after the website had refused to cooperate with it.
Joyoung had ignored consumer complaints the website had brought to its attention, the 315ts.net statement said.
It said the TV program had "manipulated the facts."
"We hope CCTV can release all the video it took with Cao Zhiwen, instead of fabricating news that substitute one thing for another," it said.
"The website's business operation and complaints management are separate and open. We welcome all kinds of supervision, but we will not tolerate any slander," Xinhua news agency quoted the statement as saying.
According to Cao, Xinhua said, the website operates under the auspices of the China Electronic Chamber of Commerce, which is managed by the Ministry of Industry and Information Technology.
The website is designed as a platform not only for consumer complaints, but also for enterprises to respond to complaints to improve after-sales service, Xinhua said.
It had over 1 million individual members and received more than 1,500 complaints every day, 315ts.net said. It had recouped billions of yuan for consumers since it was established in 2005.
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