Internet och telefoni är en komplicerad marknad, full av konkurrens mellan allt fler leverantörer som lockar med det ena specialerbjudandet efter det andra. Paketlösningar med telefoni, Internet och kabel-TV. Varierande dygnstariffer och hastigheter. Men var försiktig.
OMIC, Oficina Municipal de Información al Consumidor, är konsumenternas lokala företrädare. Här hamnar klagomålsblanketterna (”La hoja de reclamación”) som du kan fylla i om du inte är nöjd med en produkt eller tjänst. Enligt Javier Martín blir spanjorerna allt mer benägna att utnyttja denna möjlighet. Mellan januari och oktober fick OMIC i Málaga in 1 500 reklamationer. Siffran ökar med 20-30 procent varje år. Telefoni och Internet toppar listan.
—Det är en ny marknad i Spanien och fortfarande finns mycket att önska vad gäller priser, kundbemötande och tydlig information, säger Javier Martín. Men vi går mot ljusare tider. Konsumenterna blir allt mer medvetna om sina rättigheter och Internetleverantörerna tvingas bättra sig.
Endast telefonkontakt
Problemen som uppstår handlar oftast om otydliga villkor i kontraktet. Kunden blir missnöjd och vill dra sig ur. Men vart ska man ringa? Vad gör man om de inte svarar? Eller när företaget fortsätter att fakturera för en tjänst som inte utnyttjas?
De flesta beställer ADSL via telefon. Utan kontor och en fysisk person blir det knepigt för den som vill reklamera tjänsten. Men då kan man istället bege sig till OMIC´s kontor i kommunen och där få hjälp att fylla i en klagomålsblankett.
—När vi ingriper löser sig ärendet inom en månad, säger Javier Martín.
Och innan du bestämmer dig, be om ett kostnadsförslag och skriftlig information.
—Tacka inte ja till ett erbjudande direkt på telefon. Kom gärna till oss med kontraktet för att rådgöra. Det är värt det extra besväret för att slippa obehagliga överraskningar.
På de flesta OMIC på Costa del Sol finns personal som talar engelska.
Svarta listan
På OMIC kan man också få tillgång till ”svarta listan” – de leverantörer som det klagas mest på. Javier nämner Wanadoo, Uni2 och Auna. Han tillägger dock att företagen sakta men säkert lär sig sin läxa tack vare reklamationerna och OMIC´s ingripanden.
—Vi har exempel på företag som vi varnade för, för några år sedan men som nu ger en bättre service till sina kunder, till exempel Telefónica.
Spanjorer blir bättre på att klaga
Att det är så mycket problem med Internet och telefoni just i Spanien tror Javier beror på att man saknar tradition av att skydda konsumenternas rättigheter. Den första lagstiftningen kom till så sent som 1984 och konsumentorganisationerna har fortfarande ingen egentlig röst. Han ser dock att samhället håller på att förändra sig.
—För bara några år sedan såg de flesta spanjorer ingen mening med att klaga på en tjänst. Man litade inte på systemet. Men nu har man insett att klagomålsblanketterna tas på allvar och att man faktiskt får svar.
Checklista när du skaffar ADSL
¸ Inträdesavgift?
¸ Kostar installationen något?
¸ Kostar routern något?
¸ Hur långt tid tar det att få igång mitt Internet?
¸ Månadsavgift? Vad ingår; telefoni, ADSL, kabel-TV?
¸ Vad är hastigheten?
¸ Hur säger jag upp avtalet? Finns någon straffavgift?
¸ Vart vänder jag mig om jag vill komma i kontakt med företaget?
OMIC´s råd
¸ Fundera över vilken produkt/tjänst du vill ha
¸ Jämför priser och produkter mellan olika leverantörer
¸ Fråga efter OMIC´s “svarta lista” över företag som toppar reklamationslistan
¸ Be om ett kostnadsförslag och skriftlig information hem i brevlådan
¸ Läs noga igenom kontraktet innan du skriver på
¸ Ta hjälp av OMIC om du inte förstår
¸ Kontakta OMIC omedelbart om du får problem med företaget
OMIC på Costa del Sol
Almuñecar: 958 631 125 / turismo@almunecar.info
Antequera: 952 708 100
Benalmádena: 952 441 984 / omic@benalmadena.com
Coín: 952 453 336
Estepona: 952 802 007 / 952 800 530 / consumo@estepona.es
Fuengirola: 952 585 836
Málaga: 952 135 144 / 952 135 122 / 952 135 111 / omic@ayto-malaga.es
Marbella: 952 764 001
Mijas: 952 58 29 11 / consumo@mijas.es
Nerja: 952 548 464
Ronda: 952 874 442
San Pedro de Alcántara: 952 789 920
Torremolinos: 952 379 408
Velez-Málaga: 952 500 358 / 900 720 414 / info@omic-aytovelezmalaga.org / consumo.velez@infonegocio.com / www.omic-aytovelezmalaga.org
Lär mer på http://www.andaluciajunta.es klicka på ”Ciudadano” och ”Consumo”
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Javier Martín, OMIC i Málaga, bläddrar igenom de två senaste veckornas reklamationer. Många gäller Internet och telefoni. Foto: Carin Osvaldsson
Dela:
Spanjorerna allt bättre på att klaga
Publicerad 2005-11-04 07:57SPANIEN RIKS Att skaffa ADSL i Spanien är ett omständligt kapitel. Det är mycket dyrare än i andra europeiska länder. Nya leverantörer växer upp som svampar i jorden. Marknadsföringen är aggressiv men informationen om villkoren otydlig. Och det är nästintill omöjligt att säga upp avtalet. 60 procent av reklamationerna till Málagas konsumentkontor, OMIC, rör telefoni och Internet. —Skriv aldrig under kontraktet utan att vara klar över villkoren, säger Javier Martín, OMIC. Och ta ta hjälp av oss så fort du får problem.
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Carin Osvaldsson |
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