With the explosion of instant messaging market growth, Tencent QQ is developing rapidly in recent years. However, look behind the scenery, Tencent has already been four crises: vulnerability, malicious charges, grabbing domain names, illegal sales, deception Tencent seems to have no user hh What not to do.
the face of every crisis, the little penguin wearing a tuxedo is not the first to show the image of a gentleman well in higher education. prevarication, deceit, apathy, Tencent taken in the maintenance of the brand on consumer were extremely friendly attitude, seems to have forgotten is the vast number of consumers to the high Tencent Pengdao today, but also forget that this is an era of free choice of consumers.
greed and arrogance seems to be a monopolist the QQ games company in order to promote the business, began to organize Megaupload - Tencent QQ Game National Championship. Tencent Division will conduct the country into seven Division Series, each Division elected a team, participate in the national finals. national championship team (3 people) will receive a attracted a large number of Internet users signed up.
followed by Cheng Yi (Lake Tai in the time students), Wong Kam (unemployed after graduation), Yang (unemployed) minus 3-member team won 23 degrees �� Tencent QQ game Rush Russia's national championship. After the event, Tencent invited the media, held a grand ceremony.
Subsequently, three award-winning titles under the company's request Tencent passport, bank statement and other personal information to apply for .3 names of visa to Athens champion fill in personal information, in accordance with the requirements of the staff Tencent, did leave some information in the visa application, to conceal his true identity and replace it with fill on the staff of a company, and then filled into a monthly income of 5,000 yuan or more. Tencent told them that the only way to ensure that the Greek embassy refused a visa will not!
However, 3 after another long wait is this the Greek Ambassador Tencent Museum refused message. First is Yang refused on the grounds that Yang's age under 20 years old, Cheng Yi and Wong Kam Tencent requirements should be rushed to Beijing, to the Greek Embassy in China to face execution.
Cheng Yi, Jin- went to Beijing later. Tencent staff did not show up, but told him a phone number, let it contact with a travel agency. alleged that the travel agency in a specific commitment to make arrangements for the Athens Olympics Tencent outings. travel agency staff Cheng Yi, had been verbally refused. and in travel agencies under the coordination of staff, the Greek Embassy's visa officer is only symbolic Yi Cheng asked few questions, then disappeared. The next day the king arrived Jin even face the visa officer did not renowned for, it has also been informed was refused.
the whole process of being refused the event, Tencent never presented to the three titles to be refused any valid documents or instructions, and no title to the three specific issues related to compensation, even, three passport and other personal items championship has been held in the Tencent company did not have a refund.
3 λ champion was very lost, Cheng Yi is Kuangkao race, Wong Kam race even resigned, disappointed, they ask Tencent give some compensation costs have been spending Tencent refused to, then simply refuse to answer their phone, until They found a Beijing news media, national laws, things have a turning point. Tencent staff began to make a phone call three titles.
Tencent proposed to give 3,000 yuan per person in cash and a digital camera, and ; told Champion confirmed that three of Athens though their trip did not take place, but Tencent responsible for organizing the activities of the staff was in Athens during that time.
Tencent unjust act aroused the concern of the law Experts pointed out that know the true identity of three titles, and in the process of visa on behalf of Tencent, the mandate to fill in a weak party false information, leading to the party identification information was denied in the verification process, should bear the responsibility. shall not lower than the actual value of the standard of prizes to give winner to other forms of compensation.
At this point, three champions take a step back, only to make 1 million Tencent compensation requirements, and are still unreasonably refused Tencent .3 bit champion braved the resignation Kuangkao organizations to participate in the loss of competition, strict compliance with rules of the game, eventually made the national championship all the way, companies can not deliver on their promises, the entire event in the torture Tencent corporate integrity.
PR Crisis: paralysis of the event or hackers trying to hide something
, or a server overload, Tencent failure often dropped suddenly, and without any prior warning.
2004 �� 10 16, 17, coincides with weekends, it is the peak of the Internet as the main users of Tencent group of students flocked in large numbers at this time the computer chat and games with QQ. But suddenly the instant messaging products, MSN MESSENGER, Netease bubble and other similar problems did not occur. Tencent original server system into a paralysis. until the paralysis of the incident until about 24 o'clock the evening of 17 recovered, affecting millions of users, to users causing huge losses.
cafe business so worse; was suspected of computer system problems, toss for a long time; someone is using the Internet and talked to my girlfriend over the weekend, because suddenly, making affected by the unexpected shocks; loss is greater for those who QQ commercial purposes, use the or lost.
During this period, Tencent not express any regret, but said cause of the accident has not yet identified, on rumors of a the Tencent is working with the telecommunications sector to solve problems. Tencent telecommunications partner of the incident were server problem occurs without the knowledge of consumers to the interpretation of the telecommunications network problems, try not to catch the consumer queue.
a large number of users pay Tencent Tencent customer service call center, hoping to make a reasonable interpretation of Tencent and appropriate compensation. They think, Tencent profit through fees, it should provide flawless service. from the moment they are paid, they have as consumers, there is a contractual relationship with Tencent, Tencent liable for breach of reasonable requirements. However, customers service personnel to give them the answer is disappointing that the seemingly strong technically Tencent not only failed to withstand the test of public relations in crisis response mechanism is also exposed many problems.
crisis, , Tencent PR department does not seem seriously. Tencent Communications Manager Yangyi business trip is also about 20, the media request for an interview were strictly Maojin Hong, Senior Manager of its transferred to the media. also responsible for the disclosure of information to outside investors also Hui-Fen Chen, general manager of relations. In the face before the media the opportunity to clarify the facts, Tencent has chosen to hide. Maojin Hong and Hui-Fen Chen in each other, interview. but Mao is just repeating a few words on the online notice, and that reporter, Tencent seems to have not taken into account. Tencent level of the crisis public relations is indeed eye-popping, and the persons handling the crisis seems to have never received professional training.
10 days passed over, Tencent interrupt events on the server's public explanation is still is a site which is it is easy to dissolve in the intangible: facing problems, sincere apology to the user, can also provide a small gift, such as new product development experience.
understanding of technology as more and more netizens will one day see through that network companies because of their technical issues prevarication of all sorts of excuses, and thus start a new choice, especially those paying members. after all, still a lot of alternative products.
identity crisis : Monitoring business rules
user privacy challenges we all know, Tencent's success is inseparable from a number of Internet users join in, which is to ensure the continued success of Tencent. but it seems rare Tencent regard for public opinion, aroused public indignation often adverse events occur, such as: website news vulgar drawn criticism, , Tencent considerable damage to the social image. Frankly, for the operation and maintenance of brand image, just feet ashore Tencent also looks bloated.
to see from the a report: Miss Xu Hangzhou Tencent QQ old users, but still, a recent incident QQ number has been closed and began to Miss Xu to become alert, panic until the anger.
6 months of the day , Miss, as usual on the computer. QQ landing when suddenly a window pops up, indicating that . long-distance calls to customer service in Shenzhen Tencent asked and was told to download sensitive documents about the political, so the numbers will only be closed down, and not coming back.
by Miss Xu memories, she did have to download than one document, she did not even have read, and did not spread, it should seal number? Gengrang Miss Xu Strangely, he did not use the TE Tencent browser downloads the document, Tencent is how to know .
do as long as the installed QQ can monitor the user's computer usage, and can put the user back to the computer data on a server Tencent? If so, it is terrible. This is in fact also not just Personal privacy issues are involved that simple, if the government departments, business establishments and even the military sector was on the computer with QQ, is likely to cause serious security risks. QQ browser available bundled TE Who is with me can be commercially utilized.
initially involved in the matter in the media and asked to interview for Tencent, the Miss Xu QQ numbers even automatically re-opened, you can use. Subsequently, Tencent public relations firm commissioned the beginning Do not try to convince the media to investigate and report on the matter. For Miss Xu QQ number has been closed, will the company have revealed that the PR is higher authorities Tencent respect the instructions received before the user's use of surveillance and to shut her No, but would not disclose which department asked Tencent do, but told reporters that if the matter is reported that there may be After the news, Miss Xu said that the tremendous shock and anger, ; If so, let them come up with evidence, given who the? filtering and shielding, may spread and spread, but no company had received the required instructions to monitor customer usage, Tencent behavior is obviously a blatant intimidation. them, too, AOL Time Warner's Netscape to download the case for using software to track users who were complaints, payment of 10 million settlement payment.
gentleman love of money in a proper way, guarding the user community of millions, if by Tencent their standard service to make a profit this is understandable. However, blinded by the vast sea of mercenary temptation to start once innocent little lost penguin.
me this is just a summary of the text is too long, Sohu only support up to 5000, back 1000, I want to get to it is difficult Sohu, we see even more shameful was the place to go and see
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