Clipping of news on Brazilian Culture, Law and Citizenship
03/23/2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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The presenter Fabio Arruda was disappointed with the business class TAM - Fernando Donasci / Agency Reuters
What good check in reserved area, VIP lounge to wait for the flight, priority boarding and disembarking, more comfortable seating and friendly service, the business class airplane does not have champagne? The question came from someone who paid R$ 12,000 for a trip that costs R$ 2000 in economy, such as behavior consultant Fabio Arruda. On the flight from Orlando to Sao Paulo TAM, the drink is sold already in the welcome cup.
- Luxury is the charm that does not end. The passenger has the right to repeat the champagne - sets. - Who chooses this niche is aware of the higher price and is more demanding and less tolerant.
By its very reason for being, this implies market products and high quality services, personalized treatment and after-sales more than a little helpful. With complaints resolved promptly - sometimes, courtesy of the companies - and feelings sweetened with some pampering, peace reigns in the sector.
- The relations are based on elegance and respect and do not end with the solution of the problem - says Silvio Passarelli, director of the MBA in Luxury Management of Armando Alvares Penteado (FAAP) in São Paulo.
In this atmosphere of subjectivity, negotiations prevail on behalf of customer loyalty. Passarelli remember the situation of a luxury car dealer who, months after a sale, was pressed to return the vehicle. Reason: the buyer saw on TV a competition, and the brand of your car ranked last. The spell was broken.
About Arruda of disappointment, he wanted relax sipping champagne on their return, TAM reported that "after loading is offered to class passengers Premium Business a glass of champagne as welcome drink" and then "according to availability ". It also says it offers, in business class, "a letter to six labels of selected wines and cognac, vodka, whiskey, gin, beer and liquors."
FORWARD TO POCKET HEIGHT
In the peculiar culture to the luxury market, combines the customers' bargaining power: access to renowned lawyers facilitates agreements before disputes reach the consumer protection agencies or the courts. So it was with an office TozziniFreire customer who bought a used BMW in test drive. When problems arose, he would undo the deal, without success. After a phone call from the lawyers to the store, resistance was broken.
- All it took was a conversation. We argue that should not have sold a car test drive and that the situation could affect the brand image in the city. After all, it was a regular customer of the industry - account Marcus Perlingeiro, responsible for the office in Rio.
The outcome required more formal negotiation in the case of a singer whose jet stuck for weeks on maintenance.
- He needed the plane to travel from one city to another, with his band and musical equipment - account Eliane Carvalho, a partner of Machado, Meyer, who represented the aircraft manufacturer. - We accept pay compensation. The fact that a product is luxury does not diminish the protection of the Consumer Protection Code.
The Luna Demetrius Lopes psychiatrist changed heart mark after being frustrated with the assistance - Leo Martins / Agency Reuters
So few complaints become public. But, when they arise, they reveal the frustration of those who have expectations to pocket height, as the doctor Luna Demetrius Lopes. Two months after buying an Audi A3 Sportback, he noticed a bubble in one of the tires, which have six months warranty. Oriented take the car to an authorized dealer of Pirelli, the tire manufacturer, failed to return.
- I appealed again to the automaker, but with no solution, I bought a new tire, for R $ 598 more R $ 45 delivery fee. After all, use the car to go from one hospital to another and not want to take risks-account. - What bothered me most was not the cost, but the lack of preparation. When looking for a brand like Audi, the least that is expected is a safe car, proper treatment and efficient after-sales.
The doctor, who decided to change the Audi brand with another, you are not alone. The auto industry focuses complaints directed to a high standard niches. The industry relies on imported, and the spare parts may involve incompatible terms and costs with the expectations you bought a car, but scooped a lifestyle.
- The car is a composite product, fitted with hundreds of components produced in other countries. Presents a problem, and the licensee does not have the part, need to bring it outside the plane and go through customs - explains Passarelli. - Typically, the stock is not in line with customer expectations.
BRIGHT overshadowed
Services that are due also overshadow the brightness of small luxuries, such as necklace with Swarovski crystals, gift Raphael Costa for his mother, who now is stored with care, but not in use. Still under warranty, the piece began to darken and was taken - four times - to the store. Anyway, it was repaired, but a few months later, he returned to darken and the pendant is released. The assistance, however, said it would not fit because the new warranty was over, says Costa, who was willing to pay for the service.
- I thought it would be buying a quality product, an internationally recognized brand that last long. My mother often buy in the store, and even then, they refused to do the repair.
Sought by the report, Swarovski said, "is committed to a maximum of 72 hours of contact with the customer and solve definitely your problem." Pirelli "confirms the reports related to Mr. Tire Demetrius Lopes de Luna, held in place and a technician, whose conclusion indicates that the product had the structure breaks due to impact against an obstacle, not setting, so addiction manufacturing of the product. "In turn, Audi claims that the analysis of tire manufacturer found that" the problem was caused by an external agent, It is not, therefore, product defect. "
BMW did not comment.
Consumer rights apply to all segments:
Warranty - For durable goods, it is 90 days. Non durable, 30. In addition, the company can offer contractual guarantees, duration, cover and place of well-defined assistance
Assistance - Items sold in the country must have workshops and channel of contact with consumers
Replacements - While the item is imported or manufactured, the company must ensure the supply of components. Then should keep it for a reasonable period, which is not fixed by law
Term and price - Repairs should be made within 30 days, including the time to import parts and performance of service. There is no rule for the cost of the service and price of parts
Imported - There is no specific legislation. The Procon-SP understands that, when it comes to global brand, the consumer has the right to security and assistance, and that the company should take repair
Source: The Globe
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This article was translated by an automatic translation system, and was therefore not reviewed by people.