中新網9月9日(ri)電 中國消費者(zhe)(zhe)協(xie)會(hui)網站(zhan)消息,針對(dui)消費者(zhe)(zhe)熱議的視頻平臺(tai)VIP會(hui)員服務和超前點播(bo)機制,中國消費者(zhe)(zhe)協(xie)會(hui)刊(kan)文指出,視頻平臺(tai)貼合用(yong)戶需求,提供(gong)VIP會(hui)員服務,應(ying)當尊重廣大消費者(zhe)(zhe),恪(ke)守誠信原則,遵守法律規(gui)定,杜絕唯利是(shi)圖(tu),違法欺客,霸王條款。希望各視頻平臺(tai)少一(yi)些(xie)套路、多一(yi)些(xie)真(zhen)誠,真(zhen)正(zheng)在完善用(yong)戶體驗方面(mian)下功夫,讓(rang)消費者(zhe)(zhe)花(hua)的每一(yi)分錢,都能得到質價相符的應(ying)有回饋。
文章提(ti)到,從消(xiao)費(fei)(fei)者(zhe)(zhe)投訴看(kan),反(fan)映(ying)的(de)主要(yao)問題有:一是(shi)(shi)消(xiao)費(fei)(fei)者(zhe)(zhe)認(ren)(ren)為(wei)已(yi)購(gou)買(mai)了會(hui)(hui)(hui)員,享有提(ti)前觀(guan)看(kan)劇集的(de)會(hui)(hui)(hui)員權益,質疑其后推出超前點播(bo)收費(fei)(fei)的(de)合理性,認(ren)(ren)為(wei)涉嫌重復(fu)收費(fei)(fei)。二(er)是(shi)(shi)消(xiao)費(fei)(fei)者(zhe)(zhe)反(fan)映(ying)春(chun)節期間(jian),視(shi)頻(pin)(pin)平臺(tai)(tai)對熱播(bo)劇單方(fang)修改(gai)更(geng)新(xin)周(zhou)(zhou)期,由原來(lai)每(mei)(mei)周(zhou)(zhou)三(san)至周(zhou)(zhou)日(ri)每(mei)(mei)天更(geng)新(xin)兩集,改(gai)為(wei)每(mei)(mei)周(zhou)(zhou)六至周(zhou)(zhou)日(ri)每(mei)(mei)天更(geng)新(xin)兩集,每(mei)(mei)周(zhou)(zhou)少播(bo)4集,同時(shi)推出付費(fei)(fei)超前點播(bo),使會(hui)(hui)(hui)員權益受損。三(san)是(shi)(shi)平臺(tai)(tai)宣傳(chuan)充會(hui)(hui)(hui)員將(jiang)免(mian)廣告(gao),實際上只是(shi)(shi)去(qu)掉(diao)了視(shi)頻(pin)(pin)開頭(tou)的(de)廣告(gao),視(shi)頻(pin)(pin)播(bo)放中間(jian)仍多次插播(bo)各(ge)種(zhong)廣告(gao)。四是(shi)(shi)會(hui)(hui)(hui)員服務(wu)未(wei)到期,消(xiao)費(fei)(fei)者(zhe)(zhe)在不知情的(de)情況下被自動(dong)續費(fei)(fei),認(ren)(ren)為(wei)平臺(tai)(tai)強(qiang)買(mai)強(qiang)賣。還有的(de)消(xiao)費(fei)(fei)者(zhe)(zhe)反(fan)映(ying)視(shi)頻(pin)(pin)平臺(tai)(tai)協(xie)議(yi)稱(cheng)對自動(dong)續費(fei)(fei)會(hui)(hui)(hui)員到期前5日(ri)會(hui)(hui)(hui)發(fa)送續費(fei)(fei)提(ti)示。實際上既未(wei)履行提(ti)示義(yi)務(wu)也未(wei)與消(xiao)費(fei)(fei)者(zhe)(zhe)確認(ren)(ren),就直接進(jin)行了扣款。
對此,中國消費(fei)者協會觀點如下(xia):
超(chao)前(qian)(qian)(qian)(qian)(qian)點(dian)播(bo)(bo)(bo)(bo)(bo)重(zhong)自愿,逐(zhu)集(ji)限制(zhi)(zhi)要取消(xiao)。超(chao)前(qian)(qian)(qian)(qian)(qian)點(dian)播(bo)(bo)(bo)(bo)(bo)業務(wu)(wu)(wu)是各大(da)視(shi)(shi)頻(pin)平(ping)(ping)(ping)臺(tai)(tai)去年推出(chu)的(de)一項新業務(wu)(wu)(wu)。此前(qian)(qian)(qian)(qian)(qian),一些視(shi)(shi)頻(pin)平(ping)(ping)(ping)臺(tai)(tai)規(gui)定(ding)VIP會(hui)員享有(you)“熱劇(ju)(ju)搶先看”(熱播(bo)(bo)(bo)(bo)(bo)電視(shi)(shi)劇(ju)(ju)、自制(zhi)(zhi)劇(ju)(ju)可享受提(ti)前(qian)(qian)(qian)(qian)(qian)觀看)等(deng)權(quan)(quan)益。對于(yu)超(chao)前(qian)(qian)(qian)(qian)(qian)點(dian)播(bo)(bo)(bo)(bo)(bo)業務(wu)(wu)(wu)推出(chu)前(qian)(qian)(qian)(qian)(qian)已購買VIP服(fu)務(wu)(wu)(wu)的(de)老會(hui)員,視(shi)(shi)頻(pin)平(ping)(ping)(ping)臺(tai)(tai)應按原有(you)會(hui)員協議(yi)提(ti)供(gong)服(fu)務(wu)(wu)(wu),不應借修(xiu)改格式條款增加收(shou)費(fei)(fei)(fei)項目(mu),向VIP服(fu)務(wu)(wu)(wu)未到(dao)期的(de)老會(hui)員收(shou)取超(chao)前(qian)(qian)(qian)(qian)(qian)點(dian)播(bo)(bo)(bo)(bo)(bo)費(fei)(fei)(fei),減損(sun)(sun)老會(hui)員依據原有(you)會(hui)員協議(yi)享有(you)的(de)提(ti)前(qian)(qian)(qian)(qian)(qian)觀影(ying)權(quan)(quan)利(li)。對于(yu)超(chao)前(qian)(qian)(qian)(qian)(qian)點(dian)播(bo)(bo)(bo)(bo)(bo)業務(wu)(wu)(wu)推出(chu)后的(de)新會(hui)員,視(shi)(shi)頻(pin)平(ping)(ping)(ping)臺(tai)(tai)應明(ming)確(que)會(hui)員享有(you)的(de)權(quan)(quan)益內容,不得(de)為收(shou)取超(chao)前(qian)(qian)(qian)(qian)(qian)點(dian)播(bo)(bo)(bo)(bo)(bo)費(fei)(fei)(fei)用故意減慢視(shi)(shi)頻(pin)更新節奏,損(sun)(sun)害普通(tong)消(xiao)費(fei)(fei)(fei)者(zhe)和會(hui)員的(de)既(ji)有(you)權(quan)(quan)利(li)。此外,視(shi)(shi)頻(pin)平(ping)(ping)(ping)臺(tai)(tai)規(gui)定(ding)單集(ji)收(shou)費(fei)(fei)(fei)、逐(zhu)集(ji)購買或者(zhe)逐(zhu)集(ji)解鎖,不論消(xiao)費(fei)(fei)(fei)者(zhe)是否需要,都必須按順(shun)序購買才(cai)能實現超(chao)前(qian)(qian)(qian)(qian)(qian)點(dian)播(bo)(bo)(bo)(bo)(bo),有(you)損(sun)(sun)消(xiao)費(fei)(fei)(fei)者(zhe)自主(zhu)選擇權(quan)(quan),違(wei)背消(xiao)費(fei)(fei)(fei)者(zhe)真實意愿。近(jin)日,對于(yu)視(shi)(shi)頻(pin)平(ping)(ping)(ping)臺(tai)(tai)超(chao)前(qian)(qian)(qian)(qian)(qian)點(dian)播(bo)(bo)(bo)(bo)(bo)限制(zhi)(zhi)逐(zhu)集(ji)解鎖問題,上海市消(xiao)保委明(ming)確(que)提(ti)出(chu)批評(ping)。已有(you)兩家(jia)平(ping)(ping)(ping)臺(tai)(tai)承(cheng)諾將進行改進,支持選集(ji)解鎖,提(ti)升用戶(hu)體(ti)驗(yan),但仍有(you)一些視(shi)(shi)頻(pin)平(ping)(ping)(ping)臺(tai)(tai)置若(ruo)罔聞,打著保障用戶(hu)觀影(ying)體(ti)驗(yan)的(de)幌子(zi),無視(shi)(shi)消(xiao)費(fei)(fei)(fei)者(zhe)呼聲,損(sun)(sun)害消(xiao)費(fei)(fei)(fei)者(zhe)合法權(quan)(quan)益。
廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)特(te)權應(ying)保(bao)障,違法(fa)(fa)推送(song)要(yao)杜絕。一些視(shi)(shi)頻(pin)平(ping)臺(tai)宣稱(cheng)VIP會員擁有廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)特(te)權,實際上只是可以自動(dong)跳(tiao)過(guo)前(qian)貼片廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)、手(shou)動(dong)關閉(bi)前(qian)貼內容(rong)推薦,其他各種廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)仍(reng)然紛至沓來,如中(zhong)插廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)、彈(dan)窗(chuang)廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)、暫停(ting)廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)、前(qian)情提(ti)要(yao)廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)、跑馬燈廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)、片尾廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)、口播(bo)(bo)標(biao)板、植入廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)等,廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)時間(jian)、投放數量、播(bo)(bo)放次數隨(sui)劇情推進一再(zai)增多(duo),令(ling)消(xiao)費者(zhe)(zhe)不(bu)勝其擾(rao),花了(le)VIP的錢,卻不(bu)能(neng)真正去(qu)除(chu)(chu)廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)。多(duo)家視(shi)(shi)頻(pin)平(ping)臺(tai)在(zai)(zai)協(xie)議中(zhong)稱(cheng)上述廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)可能(neng)無法(fa)(fa)消(xiao)除(chu)(chu),希望消(xiao)費者(zhe)(zhe)理解并接受。但相(xiang)關廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)推送(song)行(xing)為首先應(ying)當依法(fa)(fa)合(he)規。《廣(guang)(guang)(guang)(guang)(guang)播(bo)(bo)電視(shi)(shi)廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)播(bo)(bo)出(chu)管理辦法(fa)(fa)》第(di)17條(tiao)規定(ding),“播(bo)(bo)出(chu)電視(shi)(shi)劇時,不(bu)得在(zai)(zai)每集(以四十(shi)五分鐘計(ji))中(zhong)間(jian)以任何(he)形式插播(bo)(bo)廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)。”第(di)18條(tiao)規定(ding),“除(chu)(chu)電影、電視(shi)(shi)劇劇場或者(zhe)(zhe)節(欄)目(mu)冠名標(biao)識外,禁(jin)止播(bo)(bo)出(chu)任何(he)形式的掛角廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)。”有的視(shi)(shi)頻(pin)平(ping)臺(tai)甚(shen)至違反《廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)法(fa)(fa)》第(di)44條(tiao)規定(ding),推送(song)無法(fa)(fa)一鍵(jian)關閉(bi)的彈(dan)出(chu)廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)。由此,要(yao)保(bao)障會員廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)特(te)權,先要(yao)保(bao)證(zheng)廣(guang)(guang)(guang)(guang)(guang)告(gao)(gao)(gao)(gao)(gao)行(xing)為合(he)法(fa)(fa),杜絕違法(fa)(fa)推送(song),還消(xiao)費者(zhe)(zhe)一個清朗的觀影空間(jian)。
自(zi)(zi)動(dong)(dong)(dong)(dong)續費(fei)(fei)(fei)(fei)套(tao)路深,計費(fei)(fei)(fei)(fei)規則要公平(ping)。有(you)(you)的(de)(de)(de)(de)(de)視(shi)頻平(ping)臺(tai)VIP會(hui)員服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)協議(yi)稱,“您(nin)開(kai)通自(zi)(zi)動(dong)(dong)(dong)(dong)續費(fei)(fei)(fei)(fei)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)后(hou),根據扣(kou)費(fei)(fei)(fei)(fei)渠(qu)道的(de)(de)(de)(de)(de)情況(kuang),(平(ping)臺(tai))會(hui)在(zai)每(mei)一(yi)個計費(fei)(fei)(fei)(fei)周期(qi)到(dao)期(qi)前(qian)1-3天(tian),自(zi)(zi)動(dong)(dong)(dong)(dong)從您(nin)的(de)(de)(de)(de)(de)賬戶中(zhong)進(jin)行扣(kou)費(fei)(fei)(fei)(fei)。您(nin)如需取消(xiao)(xiao)自(zi)(zi)動(dong)(dong)(dong)(dong)續費(fei)(fei)(fei)(fei),您(nin)最晚應(ying)(ying)于(yu)計費(fei)(fei)(fei)(fei)周期(qi)到(dao)期(qi)前(qian)3天(tian)進(jin)行。”但(dan)相關協議(yi)在(zai)手(shou)機(ji)APP中(zhong)不易(yi)(yi)(yi)找到(dao),取消(xiao)(xiao)時(shi)限又(you)不同于(yu)大眾(zhong)的(de)(de)(de)(de)(de)一(yi)般理解,一(yi)旦忘(wang)記相關規定(ding)(ding),未提(ti)前(qian)取消(xiao)(xiao)自(zi)(zi)動(dong)(dong)(dong)(dong)續費(fei)(fei)(fei)(fei),就可(ke)能面臨被(bei)(bei)迫扣(kou)費(fei)(fei)(fei)(fei)的(de)(de)(de)(de)(de)情況(kuang)。《網(wang)絡交(jiao)易(yi)(yi)(yi)監督管(guan)理辦法(fa)》第(di)18條規定(ding)(ding),網(wang)絡交(jiao)易(yi)(yi)(yi)經(jing)營者(zhe)(zhe)采(cai)取自(zi)(zi)動(dong)(dong)(dong)(dong)續費(fei)(fei)(fei)(fei)等(deng)方式(shi)提(ti)供服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)的(de)(de)(de)(de)(de),應(ying)(ying)當在(zai)消(xiao)(xiao)費(fei)(fei)(fei)(fei)者(zhe)(zhe)接受服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)前(qian)和自(zi)(zi)動(dong)(dong)(dong)(dong)續費(fei)(fei)(fei)(fei)等(deng)日期(qi)前(qian)五日,以顯(xian)著方式(shi)提(ti)請消(xiao)(xiao)費(fei)(fei)(fei)(fei)者(zhe)(zhe)注意。不少(shao)消(xiao)(xiao)費(fei)(fei)(fei)(fei)者(zhe)(zhe)反(fan)映,有(you)(you)關視(shi)頻平(ping)臺(tai)并未盡到(dao)相應(ying)(ying)的(de)(de)(de)(de)(de)顯(xian)著提(ti)示(shi)義務(wu)(wu)(wu)。還有(you)(you)的(de)(de)(de)(de)(de)視(shi)頻平(ping)臺(tai)甚至(zhi)在(zai)VlP協議(yi)中(zhong)規定(ding)(ding):“您(nin)確認(ren)并同意,(平(ping)臺(tai))擁有(you)(you)調(diao)整服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)價格的(de)(de)(de)(de)(de)權利(li)。……如您(nin)在(zai)訂閱期(qi)到(dao)期(qi)前(qian)24小(xiao)時(shi)內取消(xiao)(xiao)(自(zi)(zi)動(dong)(dong)(dong)(dong)續費(fei)(fei)(fei)(fei)),則相關主(zhu)體將可(ke)能會(hui)按(an)照調(diao)整后(hou)的(de)(de)(de)(de)(de)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)費(fei)(fei)(fei)(fei)用(yong)扣(kou)除(chu)下一(yi)個訂閱期(qi)的(de)(de)(de)(de)(de)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)費(fei)(fei)(fei)(fei)用(yong)后(hou)停止(zhi)代扣(kou)服(fu)(fu)(fu)(fu)(fu)務(wu)(wu)(wu)。”消(xiao)(xiao)費(fei)(fei)(fei)(fei)者(zhe)(zhe)已明(ming)確取消(xiao)(xiao)自(zi)(zi)動(dong)(dong)(dong)(dong)續費(fei)(fei)(fei)(fei),仍需按(an)變更后(hou)的(de)(de)(de)(de)(de)費(fei)(fei)(fei)(fei)用(yong)被(bei)(bei)迫續費(fei)(fei)(fei)(fei),相關格式(shi)條款(kuan)違反(fan)《消(xiao)(xiao)費(fei)(fei)(fei)(fei)者(zhe)(zhe)權益保護法(fa)》第(di)26條規定(ding)(ding),排(pai)除(chu)消(xiao)(xiao)費(fei)(fei)(fei)(fei)者(zhe)(zhe)權利(li),加重消(xiao)(xiao)費(fei)(fei)(fei)(fei)者(zhe)(zhe)責(ze)任(ren),涉嫌(xian)強制交(jiao)易(yi)(yi)(yi)。
協議(yi)不(bu)(bu)得(de)隨意(yi)(yi)改(gai),用戶權(quan)(quan)益要落實(shi)。一(yi)些(xie)視(shi)頻平(ping)臺VIP會(hui)(hui)員服(fu)(fu)務(wu)(wu)(wu)協議(yi)規(gui)定(ding)(ding),(平(ping)臺)有權(quan)(quan)變更(geng)協議(yi)內容,一(yi)旦協議(yi)發(fa)生(sheng)變更(geng),會(hui)(hui)通(tong)過相(xiang)應(ying)頁面、系統提示(shi)、信息推送、后臺公(gong)告等方式(shi)進(jin)行通(tong)知,如消(xiao)費者繼(ji)續使用VIP服(fu)(fu)務(wu)(wu)(wu),視(shi)為已同(tong)意(yi)(yi)變更(geng)的(de)全部(bu)內容。更(geng)新后的(de)協議(yi)自更(geng)新版本(ben)(ben)發(fa)布(bu)之日起生(sheng)效。按照《電(dian)(dian)子商務(wu)(wu)(wu)法(fa)》第(di)34條(tiao)規(gui)定(ding)(ding),“電(dian)(dian)子商務(wu)(wu)(wu)平(ping)臺經(jing)營者修(xiu)改(gai)平(ping)臺服(fu)(fu)務(wu)(wu)(wu)協議(yi)和交易(yi)規(gui)則,應(ying)當(dang)在(zai)(zai)其(qi)首頁顯著位置公(gong)開征求意(yi)(yi)見(jian),采(cai)取合理(li)措施確保有關各方能夠及時充分表達意(yi)(yi)見(jian)。修(xiu)改(gai)內容應(ying)當(dang)至少在(zai)(zai)實(shi)施前(qian)七(qi)日予以(yi)公(gong)示(shi)。”《網(wang)絡交易(yi)監督管(guan)理(li)辦法(fa)》第(di)28條(tiao)還規(gui)定(ding)(ding),服(fu)(fu)務(wu)(wu)(wu)協議(yi)修(xiu)改(gai)版之前(qian)三年的(de)歷史版本(ben)(ben)均應(ying)保存,以(yi)備消(xiao)費者查閱、下載。經(jing)營者隨意(yi)(yi)修(xiu)改(gai)服(fu)(fu)務(wu)(wu)(wu)協議(yi),又不(bu)(bu)保存歷史版本(ben)(ben),使消(xiao)費者難(nan)以(yi)知曉自身(shen)權(quan)(quan)利(li)是否被減損,權(quan)(quan)益很難(nan)得(de)到(dao)保障。有的(de)視(shi)頻平(ping)臺VIP協議(yi)還規(gui)定(ding)(ding),“(平(ping)臺)有權(quan)(quan)不(bu)(bu)經(jing)您同(tong)意(yi)(yi)即將其(qi)在(zai)(zai)本(ben)(ben)協議(yi)項下的(de)全部(bu)權(quan)(quan)利(li)義務(wu)(wu)(wu)部(bu)分或整體轉讓給任何(平(ping)臺)的(de)關聯公(gong)司,但保證該轉讓行為不(bu)(bu)會(hui)(hui)影(ying)響或損害您之前(qian)享有的(de)權(quan)(quan)利(li)。”此類概括性自我(wo)授(shou)權(quan)(quan)規(gui)定(ding)(ding),排除、限制消(xiao)費者權(quan)(quan)利(li),明顯不(bu)(bu)公(gong)平(ping)、不(bu)(bu)合理(li)。
中(zhong)消(xiao)協認為,視頻平(ping)臺貼合用戶需求,提供VIP會員服務(wu)(wu),應當尊重廣(guang)大消(xiao)費(fei)者,恪守誠信原(yuan)則,遵守法(fa)律(lv)規定(ding),杜(du)絕(jue)唯利(li)是圖,違法(fa)欺客(ke),霸王條款。希望(wang)各視頻平(ping)臺經(jing)營者認真(zhen)自查,主動整改(gai),少(shao)一些(xie)套(tao)路、多一些(xie)真(zhen)誠,依法(fa)承擔應盡(jin)義務(wu)(wu)和(he)責任(ren),切實保障消(xiao)費(fei)者合法(fa)權益,真(zhen)正在完(wan)善用戶體驗方面下功(gong)夫,讓消(xiao)費(fei)者花的每一分錢,都能得到質價相(xiang)符的應有回饋。