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Things that seem to be more pranks for April 1

04/01/2015

This article was translated by an automatic translation system, and was therefore not reviewed by people.




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When making a price survey of a fixed telephone extension, the artisan Larissa Dias de Oliveira, 33, found a device on sale for R $ 88.90, in PontoFrio.com site. But when trying to buy the goods, the price jumped to R $ 159.90. Quick on the mouse, the consumer printed page and contacted the SAC, which only insisted on the highest figure.

- Coincidentally, or not, so I spent the product code for the SAC, the screen changed, and the promotional price gone - tells the artisan. - It seemed a joke on April 1. To make matters worse, the SAC did not help me and was not attentive. Only insisted that it was the price of the product.

Every day more mature, the Brazilian is aware of glaring cases of false advertising. With the popularity of online trading and the advancement of mobile communications by, however, is confronted with new "gotchas" as breach of any offer of sites and contract tax per SMS. Instead of bad faith, may be due to failures, human or system, typo or placement of the comma, as well as scheduling of offers, explains the lawyer Patricia Cotti, academic coordinator of the Retail Academy.

- With how quickly propagate the offers and the wide reach of them, the electronic retail reaches a large number of consumers and very quickly - says Patricia. - Generally, they are errors, not bad faith. The best strategy to address is transparency, admitting the error, and never a standard answer, which offends the consumer.

The problem is that, in situations such as the artisan Larissa, companies often respond by saying that there was an error on their systems and refuse to fulfill the offer, saying they do not need - and will not - make the sale with the advertised value. But, says Soraia Panella, Procon-RJ's service coordinator, in case of error, the company needs to do a recall of the bid by notifying the consumer protection agencies and the Justice and informing consumers by the media. Except in such cases, the buyer has the right to require the product at the advertised price.

- Sometimes, companies do promotions and repent, either by mistake or not. If a fault left the miserable price, too low, the supply need not be fulfilled because it could eventually lead to the closing of the establishment - explains Soraia. - But for this, there must be a really top off, showing the error. For example, with a product of R $ 1,000 being sold at R $ 50.

Situations in which the first screen informs a price, and the completion, another, are very common, said the expert of Procon-RJ. It is best to print the page says. Avoid the "copy and paste" in image editing programs because they are less efficient in legal disputes.

The lawyer of the Brazilian Institute of Consumer Protection (Idec) Mariana Alves agrees:

- As a market where we took a product on the shelf attracted by the price and we must demand it in the box, the sites, the final value has to be what was presented. Print and practically has already won the case for demonstrating unilateral change of price and bad faith. Moreover, the error can be even purpose. Do not buy more at that store and report to Procon. If the company insists, can be actuated and fined or have some other type of punishment.

PLAN OF EXCHANGE BY DEFAULT

Regarding the negative of SACs, Rita Martins, master in psychology and an expert on consumer behavior, points out that many people choose to vent on social networks instead register the complaint because, on the Internet, receive support, who is angered by the case and who went through a similar situation. Have a complaint to the SAC, and laborious, can bring even more hassle, with a view to that channel service deficiency. Wrapped in frustration, the consumer feels his connection with the company was betrayed.

- The emotional connection with a brand raises consumer expectations and in such cases, the first feeling is that of betrayal: "As she (the company) could do this to me?". The second is anger. Hence the consumer will seek to recover their emotional loss making negative propaganda on social networks.

The audible alert indicates the arrival of an SMS message. For Silvia Buarque actress, was also the password for an unpleasant surprise. Earlier, she had received phone call from a person who identified himself as a representative of Vivo - Company which is customer for years - and offered a new package of services. Satisfied with the plan it had hurried to resume his duties, the actress refused. Across the line, the voice granted: "OK, lady, so just to inform you that we are changing some things, and you receive an SMS, but do not even respond."

- Did not want to change, then insisted: "How so? Will change something? "- Recalls Silvia.

The attendant reassured her, saying that it was only an "internal matter" of the company. And the actress gave:

- OK, OK, as long as it does not cost anything!

- No, ma'am - assured the representative of Vivo.

The actress resumed his duties. But shortly after, he received an SMS telling you about hiring a new plan. Disagreeing, Silvia posted the case, with a message from the photo, the social network Instagram. The actress is part of a huge contingent: second only to fixed telephony, mobile telephony is the second segment with the highest demands in the National Consumer Protection Information System (Sindec), the Ministry of Justice, which includes questions and complaints with the Procons across the country: there were 226,353 records, or 9.5% of all manifestations of Brazilians. Of the total, 12,329 patients were treated in the state of Rio de Janeiro, where the sector accumulates largest share, 12% of the demands.

When contacted, the operator said: "Telefonica Vivo reports that Silvia Buarque customer case has been properly addressed by the company, with a resolution of all their demands. The company reinforces whose priority is to provide quality service and support to its customers throughout Brazil. However, any failure may occur, and the operator demand remedy them as soon as possible. "

In turn, the Pontofrio.com said that "there was a delay in price update, which was promptly resolved. The company regrets the inconvenience and advises that, in contact with the client, of purchase by the value offered initially.
The product delivery is expected to 04.06.2014 ".



Source: The Globe

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This article was translated by an automatic translation system, and was therefore not reviewed by people.

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