iqiyi should have anticipated the "passion of fans" if i could not watch the chinese national football match even though i paid money
2024-09-06
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in the first match of the world cup asian qualifiers, the chinese team lost to the japanese team 0:7 away. this record-breaking score made chinese fans very depressed. to make matters worse, many paying fans experienced page freezes when watching the live broadcast on iqiyi. shortly after the start of the game, the topic of "i paid to watch iqiyi but can't" quickly became a hot search. at the same time, iqiyi's official customer service telephone could not be connected, and some devices could not load the iqiyi app help and feedback consultation page.
it is annoying to spend money but not get the services you deserve. moreover, once the game is over, users cannot regain the experience of watching the live broadcast through replay. in this regard, users not only have the right to complain, but also have the right to ask the live broadcast platform for compensation.
that night, iqiyi sports issued a statement in response, saying that "due to the enthusiasm of the fans, the instantaneous traffic was too large" and "the allocation of technical service resources exceeded the limit, causing a bad viewing experience for some users." in the future, they will further strengthen technical plans and operational capabilities to provide more stable and reliable live broadcast services.
such a response is hard to convince users. "the enthusiasm of fans" caused an instantaneous excessive amount of traffic, giving the impression that the fans were too enthusiastic, rather than the platform being unprepared. china's fan base is huge, numbering in the hundreds of millions, and iqiyi, as a live streaming platform, cannot be unaware of this reality.
as early as august 28, iqiyi sports announced that it would broadcast the top 18 matches exclusively through all media, which means that they had bought out the exclusive broadcasting rights. non-member users who want to watch the top 18 matches need to pay 9 yuan to become a member, or pay 18 yuan to buy a single match. the reason why this match has become an important "selling point" is that the platform also understands the consumption psychology of chinese fans and has launched paid content in a targeted manner. they should have predicted the "passion of fans" long ago.
there was no problem in the payment process, but there were various unsatisfactory things during the live broadcast. the root of the problem was obviously not that the fans were too enthusiastic, but that the platform lacked proper contingency plans.
at this point, the platform should give certain compensation to the damaged users. according to the consumer rights protection law, if consumers purchase goods or receive services through online trading platforms and their legitimate rights and interests are damaged, they can ask for compensation from the seller or service provider. when users purchase live broadcast programs on the platform, it is cultural and entertainment consumption. both parties to the transaction should resolve consumer disputes in the spirit of the contract. for iqiyi, an apology is necessary, but it cannot be the only thing.
"you get what you pay for." if iqiyi had been more calm and prepared in the face of overwhelming traffic and huge live streaming fees, the broadcasting storm might not have been unavoidable. this incident also reminds other platforms that no matter what hot spots they catch, it is better to focus on service quality, which is the biggest "selling point."
(sha yuansen, commentator of dazhong news·qilu one point)
