Clipping of news on Brazilian Culture, Law and Citizenship
11/07/2012
This article was translated by an automatic translation system, and was therefore not reviewed by people.
In July, Oi, TIM and Claro had suspended sales due to poor quality of services, to and fro, complaints Procon-SP, Complain Here and social networks not retreated
The social scientist Fabricio Reis, 30, had a post-paid mobile TIM. In March, asked migrating to a cheaper plan because it would spend some time abroad. TIM but not effected the change and continued to charge the old plan, which was in debit, says Reis. Marco Antônio de Menezes, public officials, was the Procon-SP in early October because of a fine of R$ 1,300 he received the course, for breach of contract. But Menezes says the carrier's customer for almost seven years, long enough to win any agreement loyalty.
Complaints against mobile phone companies, such as those recounted above, have always been common in consumer protection agencies. Three months after the FCC prohibit the sale of new plans Oi, TIM and Claro for over a week as punishment for poor quality of service, these complaints have not diminished. It shows that the survey data with the Procon-SP, the portal Complain Here and measurement of social media conversations made by the Data Popular Institute.
Look at the number of complaints before and after the punishment, which occurred between July 23 and August 2:
Without improvements
Complaints against companies punished by the FCC in late July shows no retreat.
The punishment of Anatel ended with the promise that the agency would evaluate quarterly firms. The analyzes, however, take into account the fulfillment of investment plans of companies required - not the amount of complaints. And even if they took the FCC would use the database of complaints made to the agency itself, explains a spokesperson for the agency. Therefore, the survey together with consumer protection agencies and social networking is "unofficial".
In social networks, the complaints had a significant hike in the period that followed the ban of Anatel, according to research from Popular Date. In the three months prior to the suspension, there were 21,600 operators in conversations on sites Orkut, Facebook and Twitter, and 27% with negative content. Within three months, there were 187,700, up 772%, of which 19% were negative. TIM is the leading complaints. The company appears in 56% of the conversations in the six months measured, and three out of four entries are negative.
"The FCC's own punishment drew the attention of consumers to the problems of the sector, which should explain, at least in part, the number of complaints has risen August here," says Selma Amaral, director of customer service Procon-SP, where all companies were discharged in complaints. "Yet among customers adversely affected in some way by the services, I believe that only a minority claim in defense agencies," he says.
Other side
For Oi, the number of complaints have remained more or less stable is something positive. "There is a mathematical error in this comparison. If the number of complaints remains constant, while the customer base grew, complaints actually decreased. Last year we had an increase of one million customers of prepaid cell phones only in Sao Paulo, "said Francisco Valim, company president. "Not only do we present a robust plan and set to Anatel as pay monthly bills on this plan," he says.
The course, through a note sent, informs that has worked to improve the quality of services. "The operator continues to make strong investments in new technologies and platforms to provide better customer service. The operator is following the schedule set by Anatel. In 2012, investment in the course improvement actions amounted to R$ 3.5 billion and now can be seen in various states ", the statement said.
TIM also stood by note. "The company was the second defendant company unless the telecommunications industry, ranking in 11th place in the National Registry of Substantiated Complaints (SINDEC). Still considering the National System of Consumer Protection (SINDEC) comparing the 2nd half of 2011 with the 1st half, TIM was the only company to submit demands reduction in incoming PROCONs integrated into SINDEC. Finally, the operator states that fulfill the goal of solving agreed with the DPDC - which was 60%. In 2011, TIM / Intelig recorded 60.5% of resoluteness, "says the text.
According to the latest data from Anatel, Brazil had in June just over 256 million active mobile phone lines. Vivo is the market leader with 29.56% share, followed by TIM (26.89%), Claro (24.58%) and Oi (18.65%).
Source: Ig News
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This article was translated by an automatic translation system, and was therefore not reviewed by people.