wanted to buy JJ Lin's concert tickets, but after placing the order, he found that it belonged to Hacken Li. wanted to cancel the order again, but was charged a 50% handling fee. Two days ago, Ms. Wei from Nanjing encountered such a bad thing when she bought tickets on Maoyan.
At first, she thought she had "accidentally" bought the wrong ticket, but after searching on social platforms, she found that there were many consumers who had also bought tickets on Maoyan and had also "bought the wrong ticket" as Hacken Li. Is it a coincidence? They set up a rights protection group, and within three days, more than 100 people had gathered in the group.
I felt like I was on a roller coaster
html At 8 pm on March 18, JJ Lin’s jj20 world tour concert in Suzhou officially started selling tickets. Ms. Wei registered her information on the Maoyan app early.JJ Lin’s concerts were so popular that almost every concert was sold out in seconds. Tickets for the Suzhou concert were hard to get, and Ms. Wei was mentally prepared.
Sure enough, after the sale started, the pre-sale page on Maoyan almost immediately changed to "out of stock registration". Ms. Wei could only keep refreshing the JJ Lin concert page to see if there were any "return tickets". Ms. Wei said that she was very nervous at the time. After browsing for a while, the words 1380 in the inner field suddenly turned from gray to red. She didn't have time to check, so she quickly bought two. The face value of each ticket is 1,380 yuan, and the total cost is 2,760 yuan. After payment is completed, the time is locked at 8:08:50. It only took 19 seconds from ordering to payment.
Just when Ms. Wei was thankful that she had successfully "picked up the missing ticket" and shared the good news with her friends, her friend reminded: Look at what ticket you grabbed. Ms. Wei took a closer look and was dumbfounded: it was not JJ Lin, but Hacken Lee’s concert in Suzhou on April 6.
She felt like she was on a roller coaster. Ms. Wei immediately contacted customer service and said she had bought the wrong ticket and wanted a refund. Customer service said that refunds need to be implemented in accordance with the event rules, and 50% of the handling fee, which is 1,380 yuan, needs to be deducted.
"From purchasing the ticket to applying for a refund, it takes no more than 3 minutes, and a 50% handling fee will be deducted." Ms. Wei found it difficult to accept. How could
be wrong? Ms. Wei said that she didn’t think much about it at first, thinking she was too anxious and nervous. But soon, she discovered that there were many netizens who had the same "wrong purchase" experience as hers.
"I have never gone out from JJ Lin's ticket purchase page"
Many users "bought the wrong tickets"
Questioned the Maoyan system failure
Ms. Zhao from Changzhou told Chao News reporters that she received the ticket at 7:30 pm and the pre-sale was about to begin. reminder text message, and start grabbing tickets on the Maoyan app at 8 o'clock. Ms. Zhao was "lucky" to grab the ticket at 8:14, and the payment was successful at 15 minutes. Then she discovered that the order was not JJ Lin, but Hacken Li. At 8:17, I reported to customer service that I bought the wrong product.
"It's strange. I've been refreshing this page and haven't gone out." The more Ms. Zhao thought about it, the more wrong she became. If she wanted to buy tickets for Hacken Lee's concert, she needed to exit the current page and exit at least two more pages before she could find Hacken Lee. The ticket purchase page, and before purchasing, you must also register the pre-sale information. "Why do I always jump to Hacken Lee inexplicably when I go to JJ Lin's order page, and from the time I place the order to the payment, the three words 'Hacken Lee' never appear." Ms. Zhao suspected that the order was skipped due to a malfunction in the Maoyan system. caused.
Maoyan customer service replied
Ms. Shen from Suzhou made the order at 8:04. She said she was sure she had not exited the interface. Suddenly, "ticket available" was displayed, and she immediately paid the money. "Of course it was JJ Lin." .
Another Ms. Luo who works in Nanjing "mistakenly bought" three tickets for Hacken Lee's performance with her friends. Ms. Luo repeatedly reported to Maoyan customer service that it was a system failure and requested a full refund. However, Maoyan customer service said that no abnormal jump was found. If consumers insist that there is an error jump, it is recommended to provide evidence such as screen recordings and photos. "But who would turn on their mobile phone screen recording in advance before buying a ticket?" In order to find "evidence" of bugs in the Maoyan system, everyone spontaneously formed a rights protection group.
"People join the group one after another every day. At first, they wanted to buy JJ Lin and bought Hacken Li. Later, I found that there were people who bought Su Youpeng. There were also many people who wanted to buy Xu Song's concert and they also bought Hacken Li. By March On the evening of the 21st, there were already more than 100 people," Ms. Luo said.
Reporters found out that many consumers complained about Maoyan ticket bounces, resulting in incorrect ticket purchases and high refund fees. A netizen who "bought the wrong thing" at Su Youpeng's concert believed that the platform took advantage of the emergency situation of panic buying, causing consumer verification deviations, resulting in serious discrepancies between the purchased goods and the paid goods.
The user recorded the screen and found that there was an abnormality in the system.
Jumped to Maoyan and said that there was no abnormality in the system.
was not entitled to a full refund.
From March 21st to March 22nd, Chao News reporters called Maoyan customer service twice.
Maoyan responded that had received feedback from users on the relevant situation, but denied that there was a system failure. "After receiving the feedback, we immediately conducted a comprehensive system check on all the orders involved. After multiple rounds of repeated checks, we finally verified that there was no system bounce on this project. It can be seen from the user operation log that the user made a wrong purchase. The result is that when the user places an order, he returns to the homepage and clicks on other advertising spaces, which leads to a jump to another popular project in the same city. For this part of the order, we refund the ticket in accordance with the refund rules of the order project organizer." She showed the reporter an operation The log proves that some consumers entered the error page when they returned after exiting.
But the performance tickets were purchased on the platform. Moreover, if it is really a consumer error, does it mean that so many people bought the wrong ticket because there is a design flaw in the platform's page settings due to "misoperation"?
html On the evening of March 21, through the collection of Ms. Luo and her friends, we also found multiple screenshots and screen recordings of concert personnel that were inconsistent with the concert link. For example, what is shown is Xu Song's concert, and when I click on it, I find that it is Eason Chan's concert.In response to the reporter's question, Maoyan responded: "The display problem in the video is indeed a manual configuration error. We corrected the product page after discovering the problem as soon as possible and did not cause the user to place an order. However, we have conducted multiple comprehensive inspections on the JJ Lin project. Check to make sure there are no abnormalities in the system."
Regarding technical issues with page settings, Maoyan said it would provide internal feedback. But for full refunds, the platform has no way to honor them. "Each project has a different refund policy. The refund policy for a successful user order must refer to the established rules of the project."
In this regard, Ms. Luo expressed her helplessness: "The evidence has been collected to this extent, but the other party still does not recognize the system. If there is a problem, why is it so difficult to defend your rights?"
What should Ms. Luo do? Is it reasonable to charge a 50% refund fee just a few minutes after placing the order? As a platform, does Maoyan have any responsibility? The reporter consulted a lawyer.
Zhu Jueming, senior equity partner at Zhejiang Zhejiang Law Firm, said that if the service purchased by the consumer is inconsistent with the actual service due to abnormal jumps by the merchant, the consumer is not at fault and the merchant should refund the full amount.
In addition, according to Article 25 of the Consumer Rights Protection Law, consumers who purchase services online have the right to return goods without reason within seven days. Consumer refunds will not affect secondary sales by merchants, so merchants must refund tickets unconditionally.
Even if the merchant stipulates on the ticket purchase page that "tickets cannot be changed or refunded," this provision deprives consumers of their statutory right to refund and unreasonably exempts the ticket purchase platform from liability, which is a standard clause. According to Article 26 of the Consumer Rights and Interests Protection Law, the above-mentioned overbearing clauses on ticket purchasing platforms are invalid. If the platform refuses to refund, it is a violation of the legitimate rights and interests of consumers. Consumers can report it to consumer rights protection organizations and market supervision departments. ,complaint.
Maoyan will refund tickets free of charge, and
will be refunded via the original route within 3 working days.
After many communications between Chao News and Maoyan, on March 23, Maoyan Performance officially issued an announcement. negotiated with multiple parties and finally reached a decision to cancel the handling fee for these users. . The announcement stated that a full refund will be provided for orders mistakenly purchased between 20:00-22:00 on March 18 [Guoyuan v3-2024 Hacken Lee "Sign Continues" Tour Concert Suzhou Station]. The return method: 3 working days Return the same way within the day.
As of press time, most JJ Lin fans, including Ms. Wei and Ms. Zhao, have received full refunds. Chao News reporters will continue to pay attention to whether other consumers who "purchased by mistake" can successfully refund their tickets.
(Source: Qianjiang Evening News)
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