Anyone who wants to deal with any telecommunications company in person now starts with multiple handicaps, one of which is that if the customer signs any contract at such an administration point, there is rarely a way back, since – at least in principle – knowing the terms of the contract, all information received, decided of his own free will.
However, the Media and Communications Commissioner of the National Media and Communications Authority (NMHH) has experienced something different in recent years based on the complaints he received, which usually started from the fact that the customer remembered the conditions of the contract differently than the service provider and/or the pushy the clerk talked him into buying or subscribing to a product he didn’t even need.
And in such a controversial situation, where it is not a matter of absentee contracts, the service companies typically dismiss out of hand (classified as unfounded in legal jargon) any complaint objecting to the content of the contract or the prior information.
The Commissioner has just published general recommendation this is a practice that should definitely be avoided in the future, as complaints should be investigated in such cases as well.
And if there is no way to fully clarify the circumstances, but it is likely that the subscriber’s interests were harmed by the inadequate information, measures should be taken to settle the complaint fairly, taking into account all the circumstances of the case
– is stated in the recommendation, which adds that it is recommended to provide a substantive solution to remedy the above-mentioned prejudices, rather than a kind of ex post compensation.
Also, in the event that this is not completely evident for sales, the Commissioner recommends that the employees act with due care during administration, which includes, among other things, that
among the currently available offers, they always offer a solution that meets the customer’s real needs, expectations and possible customer history.
Of course, the above are only so-called “recommendations in principle”, which in Hungarian means that the service providers – for the time being – cannot expect any serious retorts if everything goes ahead with them in the old procedure.
By the way, the creation of the recommendation is largely due to one of the complaints related to Vodafone Hungary, as a result of which the telecommunications company recently voluntarily undertook to change its customer information practices in the personal customer services.
Source: www.hwsw.hu
