Clipping of news on Brazilian Culture, Law and Citizenship
1/1/2017
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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Main criticisms are related to undue charges, calls, consumption of credit from the cell phone and problems to cancel the plan
The companies that offer cable, internet and telephony services were the most cited by consumers on the site ReclameAqui in 2016. According to the platform ranking updated on Wednesday (11), NET received 98,503 complaints in the last twelve months . Then there is Vivo, claimed 84,223 times. Of the 20 most cited companies, seven provide TV, internet and telephone services.
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The main complaints on the platform are related to improper charging, poor service, credit consumption of the cell phone and problems canceling an account. The response rates for customers in the last 12 months were below 1% for Oi, Claro (telephony), Vivo and Tim. Among the companies in the group, Sky was the one that most used the ReclameAqui website, responding to 99, 5% of cases.
In the last 12 months, Oi, Claro, Vivo and Tim answered less than 1% of complaints made by consumers at Marcos Santos / USP Images
Over the past 12 months, Oi, Claro, Vivo and Tim have responded less than 1% of consumer complaints on the site
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For the CEO of Reclame Here, Mauricio Vargas, companies should give more importance in the coming months to the relationship with consumers on the internet. "This year, as they are losing customers, they will start investing more in these channels. There is a trend towards a bigger solution for this year," he projects. "If they do not move, they will lose market share to these new companies." This is the general thinking of the consumer, the number of deactivation today is greater than the activation number. "
If cable TV operators have already suffered from competition from streaming platforms like Netflix, the scenario for telephony and internet services is a little less worrisome. The high level of criticism of the service providers, according to Vargas, is mitigated by the fact that the companies operate in the concession model and do not have so many competitors in the market. "But I think over the next four years they will disappear if they do not reinvent themselves." That's a worldwide trend. "Big phone companies are losing out to WhatsApp and Telegram."
Uber
The main novelty in the list of ReclameHere is the entrance of Uber. In the last year, the transport application was quoted 30,182 times on the platform and responded to 77% of the cases. The criticisms are mainly related to the reversal of amounts paid and difficulties with registrations. What is striking is the recent increase in complaints.
In the last six months, the application was cited 23,660 times. In the same period, the consumer grade dropped from 5.29 to 5.04. In Vargas' opinion, the drop in assessment is not a surprise. "Uber's service has plummeted, there's a lot of bad cars, a lot of unqualified people to drive, and there's a wave of assaults on the drivers, some drivers complaining about Uber himself on the Reclame here."
Retail
Retail companies continue to have a strong presence in the ranking, with seven stores. The main problems are delay in delivery, refund of the amount paid and non-receipt of a product ordered. What is striking is the growth in the number of complaints on marketplace platforms, that is, websites that offer products from several companies in the same place.
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The Americans, for example, use the template for some products and recorded 42,917 negative comments in the past year. By 2015, consumers had made 6,609 reviews. For Vargas, the model does not necessarily represent a problem. "It's a big deal, it's a no-brainer." In the United States, it started with Amazon, which already dominates that market, "he recalls. According to him, the main mistake is the lack of planning of companies that make their products available in larger stores. "The sales scheme is very good, but the delivery system sucks. The small company has no structure for sales volume."
By 2017, Vargas believes that companies will pay more attention to consumer complaints about social networks. "Companies still do not understand that good service generates money, they understand it to sell, and now they have to deliver or give an answer when they have a problem," he says.
Link to this article: http: //economia.ig.com.br/2017-01-
Source: Economy - iG @ http://economia.ig.com.br/2017-01-12/empresas-commais-reclamacoes.html
Source: IG
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This article was translated by an automatic translation system, and was therefore not reviewed by people.