Clipping of news on Brazilian Culture, Law and Citizenship
18/03/2015
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Evasive texts and standard explanations provided by the companies increase consumer dissatisfaction
BY JULIANA GARÇON / IONE Luques
Sandro Campelo had problems with your TV, the LG - Marcos Alves / Agency Reuters
RIO - "I pay attention to what they say, but they say nothing", sang in the 1980s, the band Hawaii Engineers. The verse continues today for many consumers who criticize the evasive answers given by businesses when questioned publicly about consumer problems. That says the purchasing manager Sandro Campelo, the LCD TV from LG Electronics, with five years of use, stopped working. In the letter sent to this section, LG was limited to say that "came into contact with Mr. Sandro and provided the necessary clarification." And indeed the company contacted him. However, in all times, kept the same line of response sent to the newspaper, with a standard text: "We respect the law, which requires us to keep parts for five years."
The novel Campelo, still no period began when, while looking the manufacturer was informed that, because it is an "old" item should resort to technical assistance, which gave him an unusual suggestion: buy the TV.
- The orientation was to bear it serviced. As if this was easy. It is a 42-inch TV. And the assists, without identifying the defect, propose that the sale at a bargain price - account. - The TV has a life of 20 years! Just want to know which is the default, and not refuse to pay for the repair.
Asked about the response sent to this section, LG said that "follows well-defined internal processes, created in line with the Consumer Protection Code and the overall policy of excellence in the company's service quality," adding that "every demand is analyzed before being answered, and may have similar solutions for similar cases. "
REVIEWS MISLEADING
For the lawyer Karina Penna Neves, coordinator of the Innocenti Advogados Associados, often there is a wrong assessment of the companies:
- Many respond evasively to believe that, by using problem, were harming the brand or encouraging new complaints. In fact it is the opposite. The positioning honest, kind and attentive after-sales makes the look credible.
Liliane Leite, the Có Crivelli Lawyers, agrees:
- We advise companies to provide quick and clear answer and motivate your employees to always find the best solution.
Valdeci Verdelho, crisis management expert, says that for companies with millions of consumers, it is virtually impossible to answer individually, but the standard answer involves risks.
- Defer solutions and generate an image of crisis is the biggest one. And most of the crisis is the result of inadequate care.
Customer faithful Apple, Clarissa Aguiar manager hangs nearly three months ago a battle with the company, which, in turn, has the first sentence of the answer to all the sent letters to the Consumer Protection: "Apple does not comment on individual cases. "In the case of Clarissa, the company added that had already entered" in touch directly with the customer. "
The contact, however, was not enough to solve the problem it faces since January, when your iPhone 5S started getting slow. And then went on to open and close applications, until the entire right side of the machine stopped. At first, the service was good, Clarissa account:
- The clerk did tests and said the unit had to be replaced. But warned that the model that I bought in the US Apple site, has coverage in Brazil. I was disappointed. But the worst is that he told me to ask, in social networks, if any known would travel to the US and could cause him to be replaced.
No coverage. Clarissa, Apple customer, who said he uses means for responding to client, was advised to replace the device in the United States - Agency Reuters / Marcos Alves
Asked about the quality of response, Apple reported using official means to communicate with customers and, for them, always seeking to reach a satisfactory solution.
GUN IN COURT
There are cases of companies such as Bradesco, that no matter the content of the letter, the response sent to the Defense for publication is always the same. The standard seat is: "inform that we kept in touch with the customer to issue clarification." This was the return sent, for example, the complaint Mario Luiz Avila, who wrote to the section to complain about the delay in sending billet for payment of assistance.
In its defense, the bank argues that the ombudsman analyzes and monitors all complaints to the solution, providing insight exclusively to the customer and always seeking conciliation.
Inaccurate answers, however, may be allied companies in lawsuits:
- The lack of clear and accurate information violates the principle of transparency. Some companies talk as little as possible so as not to expose and avoid being charged - says lawyer David Nigri, a specialist in consumer protection.
Karina Neves shares this understanding:
- Admit the error and propose the prompt correction weighs in favor of the company in any court fight, it shows good faith.
Clarissa and Campelo already decided they did not buy more Apple products and LG, respectively. But cases like their impact on sales decisions of other consumers? Psychoanalyst and financial educator, Marcia Tolotti, the moddo Strategic Knowledge, believes that there is a form of denial in the way we see complaints from other people:
- A major difficulty we face is to learn from our own mistakes and, even more, with the mistakes of others. We disbelief in the experience of others, because we often feel better than they are, then we can assume that not incur the same error.
Source: The Globe
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This article was translated by an automatic translation system, and was therefore not reviewed by people.