Recently, 315.100EC.CN, a well-known domestic online consumer dispute mediation platform, received complaints from users claiming that "Tanzhou Education", a subsidiary of Hunan Tanzhou Education Network Technology Co., Ltd., falsely advertised and offered refunds without reason within 7 days. Deliberate delay. (See /zt/tzjy/WEEE topic for details)
Ms. Lei said that after adding WeChat and prepaying 200 yuan, she felt that most of the teacher’s lectures were examples and did not contain much actual learning content, so she asked for a refund. . The registered teacher immediately called her to persuade her to study and induced her to pay in installments. Because the amount of Huabei was only 5,000 yuan, she only paid 5,000 yuan in installments, for a total tuition fee of 6,000 yuan. I paid 5200 in the afternoon and applied for a refund in the evening. I have no classes. Ms. Lei said that when she asked for a refund, the after-sales teacher began to persuade her to study. After strongly demanding a refund, she deliberately delayed using professional terms such as needing review and going through procedures. And refused to refund, seriously violating Article 25, paragraph 1, of the "Consumer Rights Protection Law".
After receiving complaints from users, we handed over the complaint cases to relevant platform staff for proper handling. However, as of press time, we have not yet received a reply from Tanzhou Education staff.
The online economic and social enterprise database (COP.100EC.CN) shows that "Tanzhou Education" is affiliated to Hunan Tanzhou Education Network Technology Co., Ltd., and its legal representative is Zhou. As an online education institution, its teaching content covers office software teaching, software design, agricultural breeding, web design, graphic design, three-dimensional design, illustration, Internet marketing, film and television processing, photography, etc.
In addition, according to the number of effective complaints received by users in the field of online education received by "Diannvbao" (ranked by the number of complaints), "Tanzhou Education" ranked third.
In addition, user rights protection cases accepted by the well-known online consumer dispute mediation platform "Diannvbao" show that Tanzhou Education is suspected of refunds, overlord clauses, after-sales services, Internet fraud, online counterfeit sales, false promotions, Problems with orders, wrong products, difficulty in returns, etc. ("Tanzhou Education" complaint area)
Previously, "Diannvbao" has also received many complaints about the platform:
Case 1 Students reported that "Tanzhou Education" The false promotion of paid courses is due to poor recording and broadcasting quality.
On February 18, 2023, Ms. Xin from Zhejiang Province reported to the Telegraph that she purchased the Tanzhou Education Broadcasting Hosting All-round Class for 7,480 yuan on July 27, 2021. On March 8, I purchased a one-on-one audio class at Tanzhou Cafe for 8,888 yuan. The all-round broadcasting class falsely advertises interest-free installments. The price of the all-round broadcasting class is 7,480 yuan, with a deposit of 200 yuan. The remaining 7,280 institutions said they would give away interest-free installments
Ms. I took a small coffee course and found that the past courses were all recorded and broadcast, and the content quality was poor. Moreover, the sales call from the teacher of the institution said that he should take himself to the class in person, and also said that he could make an appointment for one-on-one tutoring on the app. But when I checked the app to make a reservation, there was no such teacher. This was false advertising.
Ms. Xin said to pay the money first and then sign the contract. Before that, she did not say that Tanzhou Cafe Class included courses and value-added services. The value-added service contract does not say that it cannot be refunded. The course was recorded and broadcast, but she listened to the next lesson to unlock it. Only the remaining 50 lessons from the second lesson are unlocked. The all-round class is a live class. The teacher of the second course started the class directly without informing the start time. He only listened to the first two live classes. In order to induce consumers to apply for payment commitments and recommend part-time jobs, the state explicitly prohibits inducing consumers to pay fees. In violation of relevant laws and regulations, Ms. Xin demanded the return of all course fees for the second and third periods of "Broadcasting and Hosting" and Xiaoka Class.
After receiving complaints from users, we handed over the complaint cases to relevant platform staff for proper handling
On December 1, 2021, Ms. Wang from Hebei complained to Diannvbao, saying, At the end of 2020, I discovered the courses offered by Tanzhou in the WeChat mini program. Because I was interested in original painting, I spent one yuan to purchase a trial class. Later, she was compensated 9,980 yuan by Hungry Marketing.
In fact, the interactive live broadcast and recording are not the lectures of the lecturers, but the lectures of the teaching assistants. Later, the class sales certificate cost 680 yuan. I originally had this idea, but the class teacher finally bought it every day. Ms. Wang said that the course progress was very fast and the assignments were too difficult, making it difficult for people to adapt. After-sales refunds have always been a slap in the face, and I clearly requested a refund. The head teacher only said to change the class.
It means that Teacher Wang Tanzhou uses students’ learning psychology to promote marketing and create an atmosphere that is not to be missed. She only gives 8 places (everyone says it differently), pays 200 in advance, and then urges you to pay, inducing students to choose all courses in installments. On Bilibili itself, live classes have advertisements, but experience classes are not told that there are recordings. After paying the fee, I was told that I was enrolling in a test-taking class and the quality of the class was not good. Before paying the fee, it was said that there were four teachers, but in fact there was only one real teacher, and it was extremely unstable. In less than two months, I had three different teachers, who sometimes missed classes and held question answering classes from time to time. The pace of learning is too fast and students are not given enough time to understand. It gives the impression that they need to finish the course quickly and hand in homework quickly. Answer classes cannot solve all students’ problems, and homework is not graded. The after-sales service is poor. Applications for after-sales service have been ignored for a long time, and applications for refunds are also secretive. The phone call just said to contact the class teacher and there was no specific time for a reply.
Case 3 Graduation Assignment? Teaching from experts in the industry? "Tanzhou Education" was accused of making refunds to no avail. Missing response: Resolved
On November 6, 2021, Miss Li from Jiangxi reported to Diannvbao. Under the promotion of Tanzhou Education, she participated in a 12-month training program on October 9, 2020. Original painting course. At that time, she promised that after graduation, she would be assigned a job, have excellent teachers, take live classes, etc. Classes start on October 15th. After a month, I found that there were no so-called teachers giving live classes but recorded ones, and there were no so-called industry experts.
Ms. Li said that because she had just grown up at the time and did not know how to protect her rights, she applied for a refund two months later but was blocked by the head teacher and after-sales teacher. Because the quality of the course is so poor, I applied to freeze the course first. I applied for a refund again this year, but the after-sales teacher told me that the refund period has expired, and I can’t get a refund even if I haven’t completed the entire course. Now that all the installments have been paid off, I feel like there is no way to get a refund anyway, so I just took the course and got my blood back.
. But when I opened the app and contacted the class teacher through QQ, I found that no one responded, the class group was disbanded early, and no after-sales service was provided. No one answered the official customer service phone number, so the money was wasted.
After receiving the user’s complaint, we immediately transferred the complaint case to the relevant staff of the platform for supervision and proper handling. In response, Tanzhou education staff sent feedback to “Diansubao” saying: We will contact the students on the day they receive the complaint and reach an agreement with the students on their intention to continue their studies. In addition, students also stated that they had reached a settlement with Tanzhou Education. Related Q&A: Can VIP sparring officers call 12315 to complain?
12315 is useful to complain about VIP sparring.
In most consumer disputes, the legitimate rights and interests of consumers can be protected. But nothing is absolute. The key depends on what kind of complaints consumers have and what market entities you are complaining about. These two points will largely affect whether your rights and interests can be protected.
Legal basis:
Article 40 of the "Consumer Rights and Interests Protection Law" If a consumer's legitimate rights and interests are damaged when purchasing or using goods, he or she may demand compensation from the seller. . After the seller makes compensation, if it is the responsibility of the producer or other sellers who provided the goods to the seller, the seller has the right to recover compensation from the producer or other sellers.
12315" consumer complaint reporting hotline and national Internet platform.
On March 15, 1999, the State Administration for Industry and Commerce, with the strong support of the former Ministry of Information Industry, decided to A dedicated telephone number set up nationwide to handle consumer complaints and reports
The national 12315 Internet platform was officially launched on March 15, 2017.
This is another major measure to promote "Internet government services" and marks the entry of the consumer rights protection work of my country's industrial and commercial and market supervision departments into the Internet era?[1]?.
On February 28, 2019, the official website of the State Administration for Market Regulation of the People's Republic of China released the "Opinions of the State Administration for Market Regulation on Integrating and Building the 12315 Administrative Law Enforcement System to Better Serve Market Supervision and Law Enforcement." The market supervision complaint hotline will be unified to 12315 before the end of 2020