Monday , June 21 2021

The mobile phone services accumulate 40% of consumer complaints



The National Consumer Service (SERNAC) published a ranking which included complaints received from consumers about the behavior of telecommunications companies during the first half of 2018 and qabbelhom with the same 2017 period.

During the first half of 2018, the telecommunications market was the third most requested before the SERNAC, which concentrated 15.7% of requests. First, there were retail (shopping face & # 39; face and online), b & # 39; 31.2%; and secondly, financial finance (18.4%).

The National Director of SERNAC, Lucas Del Villar, indicated that this study allows transparency in the behavior of telecommunications companies before the consumer complaints.

"Today, the telephone service and the Internet are essential in the lives of people, so it is very important that companies strive to deliver & # 39; quality services and have the ability to respond with & # 39, properly and in & # 39; during which a problem occurs ". He emphasized the authority.

For its part, the Undersecretary of Telecommunications, Pamela Kid, said that "the figures recorded by the telecommunications sector during the first half & # 39; this year in & # 39; terms & # 39 ; complaints from consumers, are part of the mandate mandated by President Piñera assuming the government in & # 39; terms & # 39; deepening of cases & # 39; contact & # 39; users and the solution & # 39; complaints quickly. to work is effective, it is very important that the telecommunications service users assert their rights, as well as the companies in the sector carry out -Services their b & # 39; & # 39 appropriate manner, permanently, as well as providing fast and efficient solutions in & # 39; & # 39 event, problems ".

The agency has established that during the first semester of 2018, the SERNAC and SUBTEL received 54 537 complaints against telecommunications market, while in the same period of 2017 recorded 55 092 cases, that there was a & # 39; 1%.

During the first semester of 2018, 65.8% of cases were resolved favorably.

The mobile service was concentrated the largest number of & # 39; requests, b & # 39; 40.6%; followed by multi-standard services (19.4%) and third, fixed internet (12.7%).

When analyzing the reasons for complaints, in the case of & # 39; mobile services, the largest number of & # 39; cases is due to problems & # 39; attention and / or customer information (38.3%); Second, there are disadvantages of & # 39; accounts, collections and expenses (27.3%); and third, the cases indicate a & # 39; technical quality and service problems (25.4%).

In the event & # 39; fixed services, the disadvantages are similar: problems & # 39; attention and / or customer data (49%); then, claims related to technical quality and & # 39; service problems (29.7%); and third, invoicing, collection and payment (19.6%).

To all companies are classified under the same standard, the classification considered the associated requests rate & # 39; each of the services in respect of the number of & # 39; users.

This rate incorporated requests received from SERNAC and SUBTEL, to 10,000 subscriber / line / connection & # 39; each of the services.

Mobile telephony: the global claim rate for the first half of 2018 was & # 39; 1.72 points.

The company recorded the worst index was VTR, by 2.59 point, while the lowest rate of & # 39; claim obtained from Virgin b & # 39; 0.33.

The company Movistar, Entel, Claro and Wom concentrate 97.8% of subscribers to this service. When analyzed rates of its claims, Entel obtained rate & # 39; 1.75; 2:07 Movistar, Claro Wom 1:52 and 1:37.

Mobile Internet: the global claim rate for the first half of 2018 was & # 39; 0.24 points.

The company recorded the worst index was Wom, b & # 39; 0.29 points, while the one with the lowest rate of & # 39; claim was Virgin, b & # 39; 0.07 points.

Considering the three companies accounted for 80.5% of mobile connections, Claro record the worst rate b & # 39; 0:27, followed by Movistar with & # 39; 0:26, followed by Entel, b & # 39; 0,9

Multiservice Mobile: the global claim rate for the first half of 2018 was & # 39; 0.35 points.

The company recorded the worst index was VTR, b & # 39; 0.52 points, while the company with the lowest rate of & # 39; claim was Virgin, b & # 39; 0.07.

Considering that four & # 39; companies concentrate 97.8% of subscribers to this service, Entel get rate & # 39; 0.42 points; followed by Movistar, b & # 39; 0.34 points, then Claro, b & # 39; 0.33 points; and finally Wom b & # 39; 0.27 points.

fixed telephony: the global claim rate for the first half of 2018 was & # 39; 3.93 points.

The company recorded the worst index was Movistar, b & # 39; 5.56 points; Claro followed, b & # 39; 5 0.6 points; while in third place was Entel, with 3.56 points. The company recorded more rate & # 39; claims was lower Telefónica del Sur, b & # 39; 0.57 points.

Considering the three companies that concentrate 82.9% of telephone lines in & # 39; this service (Movistar, Entel and VTR) VTR achieved rate & # 39; 2.23 points.

Fixed Internet: the global claim rate for the first half of 2018 was & # 39; 4.29 points.

Movistar led with & # 39; a negative way to this indicator, with 8.34 points, followed by GTD Manquehue (4.01), followed by Claro (2.73). The lowest rate was registered by Telefónica del Sur, b & # 39; 0.64 points.

Given the three companies accounted for 85.4% of fixed connections in & # 39; this service (VTR, Movistar and Claro), VTR get rate & # 39; 2.40 points.

Pay TV: rate & # 39; overall claim for the first half of 2018 was & # 39; 1.86 points.

F & # 39; this service, the Claro company was that achieved the highest rate of & # 39; request, b & # 39; 2 0.50 points, followed by Direct TV, with 2.35 points. On the other hand, Telefónica del Sur was the company with the best performance, with & # 39; 0.31 points.

When the four account & # 39; companies accounted for 85.1% of & # 39; Subscribers to this service (VTR, Movistar, Claro and DirectTV), Movistar get rate & # 39; 2:14 and VTR b & # 39; 1, 32 points.

Multi fixed services: the rate of & # 39; overall claim for the first half of 2018 was & # 39; 8.72 points.

Movistar led the ranking, b & # 39; 14.81 points; Claro followed him (10.80); VTR and third place (7.02). Mundo Pacífico obtained the rate of the lowest claims, b & # 39; 1.55 points.

Given the three companies accounted for 82.9% of fixed lines & # 39; this service (Movistar, VTR and Entel), Entel get rate & # 39; 2.87 points.

The provider does not respond

In addition, the SERNAC examined the response behavior of providers of consumer complaints

During the first semester of 2018, 65.8% of cases were resolved favorably, while 31.8% were closed b & # 39; negative feedback to consumers.

The mobile multiservizzi were the ones who got the highest rate of & # 39; Favorable Response, b & # 39; 66.2, while the Internet has set the lowest, b & # 39; 54.1%.

Detail with service

Mobile telephony: Mobile Falabella get the highest rate of & # 39; unfavorable responses (69.2%), and Claro lowest (21%).

Mobile Internet: Wom obtain the highest rate of & # 39; unfavorable responses (73.1%) and Claro lower (27.4%).

Multi mobile services: VTR obtain the highest rate of & # 39; unfavorable responses (70%) and Entel lowest (21.4%).

fixed telephony: Movistar obtain the highest rate of & # 39; unfavorable responses (56.8%), and Entel lowest (19.9%).

Fixed Internet: Movistar obtain the highest rate of & # 39; unfavorable responses (66.1%), and Claro lowest (27.7%).

Multi fixed services: Telefónica del Sur obtain the highest rate of & # 39; unfavorable responses (54.5%), and Claro lowest (16.7%).

TV operators: Movistar obtain the highest rate of & # 39; unfavorable responses (58.1%) and Claro lower (16.4%).

Main conclusions

During the first semester of 2018, the SERNAC and SUBTEL request received more than 54,000, reflecting a decrease of & # 39; 1% in relation to the same 2017 period.

The more services declared during the first half of 2018 were mobile (40.6%); followed by multi-standard services (19.4%); and fixed internet (12.7%).

The cause of the most frequent complaints during the first half of 2018, both in mobile services and fixed, referring to problems with attention and / or information to customers, b & # 39; 38.3% and 49% respectively . That is, for example, breach, trouble ending contracts, times & # 39; violations excessive waiting and repair service.

66% of claims were resolved favorably for the consumer.


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