内容

取消上门推销租赁合约呼声高涨
It 's time to ban door-to-door equipment rental/sales

随着越来越多安省消费者投诉他们因遭误导而签署家用设备合约,禁止上门推销的呼声日益高涨。不出意料的是,密西沙加市和万锦市议会在今年4月相继通过动议,寻求安省政府禁止多年来一直惯用不良推销手段的推销大军进行上门推销。

Amid widespread of complaints from Ontario consumers that they were misled into signing home equipment contracts, efforts to ban door-to-door sales have gained momentum. In an unsurprising move, Mississauga and Markham city council have passed a motion in April to seeking a ban on the unethical door-to-door sales practices engaged by army of salespersons for years.

 
在上门推销的受害者中,有许多都是存在语言障碍的移民。密西沙加市议员Karen Ras认为,安省各地的老年人及英语非母语居民的弱势群体最容易受到这种激进而误导推销手段的伤害。

Many victims of the practice are immigrants who face language barriers. Karen Ras, Mississauga city councillor, has identified the most vulnerable group of people who are being affected by the aggressive and misleading practices across the province— seniors, English as a second -language residents.

 
《大中报》此前就曾接到许多读者投诉,称推销员利用他们的语言障碍诱骗他们签署设备租赁合约。

Chinese News has received a number of readers’ complaints that the salespersons tricked them into signing an equipment rental contract by taking advantage of their language vulnerabilities. 

 
的确,安省政府实施了一些旨在保护消费者免受无良推销手段侵害的法规。除了10天合约冷静期外,法规要求在消费者签署设备租赁合约后,能源公司还必须进行电话验证以寻求签约者对合同的口头确认。但是,一些推销员仍会不择手段地操纵电话确认程序,以达到签约目的。

There are some regulations in place that intend to protect consumers from unscrupulous sales practices. Apart from a 10-day cooling off period, companies are required under the regulations to go through a telephone verification process that seeks the consumers’ verbal consent after an equipment rental contract is signed.  But some salespersons used sophisticated schemes to manipulate the process to their advantage. 

 
最常见的操纵手段包括说中文的推销员欺骗不谙英文的消费者,他们谎称确认电话目的,并诱导他们对书面合约进行口头认可,比如引诱他们对寻求确认的英语问题简单地给与“Yes”之回答。

The most common practices includes that salesperson who speak Chinese lied to consumers lacking English skills on the purpose of the phone call, and then misled them into giving a verbal go-ahead of the contract – such as offering a simple “Yes” answer to a question seeking their consent in English. 

 
《大中报》在对相关投诉进行调查后发现,有推销员满嘴谎言欺骗消费者,也有公司管理层试图掩盖其错误而欲盖弥彰。其中最令人震惊的个案是,在《大中报》代表消费者介入调查,要求大多伦多地区一家能源公司提供再确认电话录音后,该公司一直想方设法掩盖真相。

Chinese News investigation into these complaints has discovered some outright deceptive practices by salesperson and the cover-up scheme by company’s senior management team. The most shocking incident involved a GTA energy-company that tried to conceal the truth, after Chinese News intervened on the consumer’s behalf and made a request for the recording of the reaffirmation phone call.

 
该公司一名高管却不小心将其公司内部电邮对话内容发给了《大中报》。在这些意外泄露的电邮中,该公司承认电话确认过程中已经发现客户存在严重语言障碍。但是,从电邮对话中也可以看出,尽管该公司已经发现存在问题,但却仍决定执行这份“丑闻”合约:

As it turned out, one of the company’s executives accidentally forwarded internal emails to Chinese News that admitted that a strong language barrier had been identified during the affirmation process. However, the leaked internal emails indicated the company had decided to go ahead with the scandalous contract -- despite the finding:

 
“这一确认电话显然有问题……从录音中可以听到推销员诱导客户,而客户显然有严重语言障碍。此外客服中心从一开始就认定这通电话存在疑问。我同意不发送这通电话录音……”

“This affirmation is not good at all....The agent can be heard coaching the customer. A strong language barrier has been identified. Call center had also flagged this call from the beginning. I agree that we do not send any recording…”  

 
显然,该公司所否认的电话录音不仅存在,而且被公司客服中心标记为可疑电话,因为从中可以听到推销员“诱导客户”,而该客户存在“严重语言障碍”。很显然,该公司是明知推销员行为不当,因此拒绝向《大中报》公开电话录音,以期掩盖这一丑闻。

Apparently, the phone call that the company denied the existence of was flagged by the company’s call centre as the salesperson was heard “coaching the consumer”, who showed a “strong language barrier”.  Apparently, realizing the wrongdoings of the salesperson, the company refused to release the phone record to Chinese News, in an attempt to sweep the scandal under the carpet. 

 
应受谴责的是,当今的法律社会中竟任凭欺凌弱势群体的电话营销模式滋生蔓延。随着消费者投诉不断增加,要求废止这种欺凌性的高压推销手段的呼声也在安省各地日益高涨。本周,一名自由党省议员已提出一项新法案,要求省府彻底禁止上门推销所有包括空调、热水器、暖气炉和净水器等家用设备的租赁/销售合约。

In a society governed by law, it is reprehensible to allow a business model preying on vulnerable to survive or thrive. Amid growing number of complaints from consumers, the demand for abolishing the high-pressured predatory practices has been growing and spread across the province. This week, a Liberal MPP proposed a new legislation that bans door-to-door home equipment rentals/sales altogether – including air conditioners, water heaters, furnaces, water treatment devices.

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