黑猫大数据中心联合黑猫投诉 【下载黑猫投诉客户端】平台发布《黑猫投诉2025年度娱乐票务领域投 诉数据报告》，通过投诉数据盘点2025年行业趋势、行业热点问题等，通过投诉数据变化情况回顾行业 消费趋势。 全年电商领域投诉近170万单 2025年黑猫投诉平台共收到电商相关投诉1673402单，较2024年上涨30.73%，全年两个投诉峰值分别出 现在618大促期间及双十一大促期间，受各平台大促节奏影响明显。 单月最高点出现在6月，6月黑猫投诉平台累计收到电商相关投诉16.9万单。 单日最高点则出现在9月9日，小芒电商平台出售的某艺人杂志出版方在杂志开售后未能兑现开售前承诺 的各项福利，引发粉丝群体不满，当日黑猫投诉共收到电商相关投诉8343单，较前一日暴涨112%。 电商投诉典型问题 从投诉问题来看，电商投诉主要问题仍集中在以下几个方面：一是售后态度差，消费者遇到问题时往往 得到客服的敷衍处理，还有许多平台人工客服难寻，AI客服系统又不能较好理解消费者诉求，消费者 耗费大量时间精力在"转人工"上；二是货不对板、产品质量差，直播间的滤镜和打光呈现出的效果与消 费者收到的实物大相径庭，质量也未能达到详情页中宣传的水 ...

Core Viewpoint - The article highlights a significant issue with the steering mechanism of the Xiaopeng P7+, where inadequate waterproof design leads to potential safety hazards, resulting in a trust crisis among thousands of car owners [1][4][7]. Group 1: Product Issues - Multiple car owners have reported that the steering mechanism's connector is not adequately waterproof, allowing moisture to enter and potentially causing short circuits [1][4]. - Complaints about the steering mechanism have reached 207 on a consumer complaint platform, with issues including steering assist failure and steering wheel locking [4][7]. - Affected car owners have noted that the steering mechanism's wiring is exposed, which is not standard and poses safety risks [5][6]. Group 2: Customer Service and Response - The responses from Xiaopeng regarding after-sales service have been inconsistent, with some owners receiving full replacements while others are only offered adhesive treatments or outright denial of service [5][6]. - Car owners have expressed frustration over the perceived discrimination in service, where those who complain more vigorously receive better resolutions [5][7]. - Xiaopeng's after-sales personnel acknowledged the existence of issues with the steering mechanism and apologized for not informing customers about the adhesive treatment [5][6]. Group 3: Legal and Regulatory Implications - Legal experts suggest that if the steering system is found to have a systemic design flaw, Xiaopeng may be required to initiate a mandatory recall to replace defective parts [7][8]. - The current approach of selective repairs and the use of adhesive treatments may violate consumer protection laws, potentially infringing on consumers' rights to fair service [7][8]. - The legitimacy of the adhesive treatment is questioned, as it does not address the root design flaw and may expose the company to liability if safety incidents occur [8][9].