learned on the 28th that the case of Debon (603056, SH) v. Dongxia Chase (ofo’s operating entity), which was originally scheduled to be held on September 27, has been withdrawn, which seems positive for ofo. However, in addition to partners, ofo’s business itself still faces challenges. The biggest test, of course, comes from consumers.
At present, some consumers have a strong sense of insecurity about their deposits. Related complaint platforms show that recent complaints about ofo deposit refunds are rising sharply. In addition, when all kinds of unfavorable reports appear, in addition to consumers, company employees may also need a sense of security.
Consumers have a large number of complaints when returning their deposits.
has disputes with well-known listed companies. The problem of supplier debts that has been reported many times has obviously affected consumer psychology. Several consumers told the "Daily Economic News" reporter that they were affected by recent Affected by the series of negative news, many of them chose to return the deposit and wait and see, so as not to repeat the mistakes of other shared bicycle users.
However, disputes arose in the process. According to the complaint data of Black Cat, a consumer service platform owned by Sina, there have been 6,702 complaints about ofo's small yellow car since September, including 6,366 valid complaints. The customer service who complained effectively responded with 2,572 cases, and 2,367 cases have been completed. All complaints after September 16 have not been handled.
Image source: Black Cat Complaint Provided by
On the Black Cat Complaint Platform, ofo's complaints about the small yellow car topped the list of complaints, even far more than several online shopping platforms. These complaints were mainly accumulated in August and September.
sorted out the situation encountered by many consumers and related reports from the previous media such as China Times. The reporter found that the main problem of refunding deposits encountered by consumers is that consumers did not fully understand the consequences, the deposit was converted into a "red envelope" Membership privilege of "Annual Card". According to the description of this service, cardholders have the privilege of free biking for 2 hours throughout the year, but card refunds or refunds are not supported after it takes effect.
According to observations by the staff of the Black Cat Complaint Platform, similar incidents occurred in large numbers in August, and by September, a large number of consumers believed that they had been misled.
However, after opening the ofo application on September 27, the reporter did not find the setting that caused the controversy. The reporter tried many times to refund the deposit and successfully got the money back.
Black cat complaints told reporters that ofo’s response to complaints was relatively fast and could even be resolved on the same day, but after September 16, ofo stopped processing complaints on black cats, and after that, it was added to the platform. More than 1,680 complaints were filed. Some consumers told reporters that they had complained to the Bureau of Industry and Commerce and other relevant departments. Has
ofo formed a solution to the complaints of related consumers, and has it stopped processing complaints after September 16? The "Daily Business News" reporter sent an interview outline to ofo's public relations officer on the morning of September 28, but had not received a response as of press time. Are
employees losing?
For ofo, profit is not yet expected, financing is still unclear, and cost control has become an important focus for maintaining the development of the company.
Regarding some recent reports that ofo’s Beijing headquarters is empty, ofo explained that the lease has expired. However, the Securities Times later reported that the security guard on the first floor of the building where ofo headquarters is located said that in the past two months, the number of employees wearing ofo badges has decreased by about one-third. The cafe employees under the building also said that ofo employees obviously decrease. The
reporter also found Li Li (pseudonym), an ofo employee. He said that the internal turnover of ofo in 2018 was very large. In November 2017, there were still more than 3,600 people in the ofo nail group, and when he left in the middle of this year , Only more than 2,000 people.
Li Li also said that around the end of 2017 and the beginning of 2018, ofo internally launched a "sea, land and air" strategy in order to reduce costs and increase efficiency. "Sea" mainly covers first-tier cities, focusing on market grabbing, while "land" is dominated by second-tier cities. The rest is "emptiness", and those who do not do well in this strategy are likely to leave. After several rounds of personnel changes, the "empty" strategy team suffered the most. In some cities, ofo has a small number of internal employees, and a large number of operation and maintenance masters are outsourced.
On October 9, two labor disputes will be heard in Shanghai. The appellees are Dongxia Datong and WanAncient Hengxin Technology Co., Ltd. (hereinafter referred to as Wangu Hengxin). According to people familiar with the matter, Wangu Hengxin has a labor outsourcing relationship with Ofo. On the afternoon of September 28, the reporter called Wangu Hengxin, and the staff explained: "Our company is doing labor dispatch. We signed a contract with Dongxia Chase to help them recruit employees-the master of operation and maintenance, so this kind of case (labor dispute) ) Is very much."
However, regarding the current number of employees of Dongxia Chase, the labor disputes involved, and the "sea, land and air" strategy, the reporter of the "Daily Business News" sent an interview outline to ofo on September 28. But as of the time of publication, no response has been received.
Daily Economic News
