According to the survey of consumer rights protection released by China Household Appliance Service Maintenance Association, with the rapid development of the Internet and the popularization of smart appliances, consumer privacy disclosure, smart home appliance software service is difficult, recalled products have service loopholes, and consumers’ right to know is violated. New types of infringement issues have surfaced.
The survey collected 24.73 million data, covering 891 brands and network appliance service platforms in eight categories, including refrigerators, washing machines, air conditioners, air purifiers, color TVs, water heaters, and stoves. The survey results show that the infringement of home appliance services is polarized, and the behavior of enterprises infringing on consumer rights has increased, up 4.73% from the previous year. Among them, the home appliance service maintenance economy with a scale of less than 10 employees accounted for 96.41% of the infringing entities, which became the hardest hit area with high infringement.
In recent years, smart home appliances are rapidly entering consumer life, and various new types of infringements have also emerged. Home appliance companies and service providers hold a large amount of consumer information, and the disclosure and illegal use of information has become a new infringement model. It is worth noting that in addition to the illegal interception of data caused by data management carelessness, a large amount of consumer data has become a source of “salvage†for individual companies, and is deliberately sold to third parties for profit. According to the survey data, 52.84% of consumers responded that after purchasing certain products, anonymous sales-type harassing calls followed.
The software service of smart home appliances has also become a blind spot. Many manufacturers often only provide three-pack service for hardware. The built-in software maintenance and upgrade service for smart devices is very vague. Under the premise of normal function, more than 40% of the products do not specify or provide three-pack service for software.
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