"Discount of Great Wall broadband is much, can serve quality ' discount ' not small also! " live in 3 Mr Zhang gentlemen of Lin Zhen to serve a hot line to mirror to 12345 citizens, in December 2017, staff member of Great Wall broadband calls for many times ask Mr Zhang add is expended, because want to move before long,Mr Zhang says, do not think add so. But after the other side was asking Mr Zhang new home address, inform its clearly new site also has network of Great Wall broadband to enclothe, can deal with freely for its at the appointed time move machine, then Mr Zhang with respect to add cost. After thinking of to move, to postal service hall the requirement moves when machine, the staff member expresses that he cannot be received, and cannot remove fee. Mr Zhang is very furious, he says to come to collect fees at that time personnel did not tell truth, also did not offer add to expend agreement and contract, only machine of a piece of Pos pays the autograph buys sheet.
The experience of Mr Zhang is not an exemple. Journalist is watched to serve discovery of hot line platform in 12345 citizens on emancipatory daily · , close half an year comes, involve " Great Wall broadband " complain inform against amount to 1810, among them " net fast slow " " maintenance is not successful " occupy about 36% what complain gross, "Cannot move machine " " do not grant refund " occupy score to be 16% with 12% , other complain still include such as " conceal a service to collect fees " , " customer service quote and government-owned net not agree with " , " not add cost stops a network ahead of schedule " , " the newspaper repairs lag " etc.
The old user of many Great Wall broadbands times feeling is disappointed: Net of Great Wall broadband fast although be not a patch on business of operation of one class broadband, but had used so old, anyhow service should catch up with. Want to know in instantly intense broadband serves the market, the user is OK " poll with the foot " .
The broadband is enclothed did not follow number, move freely machine cover a region namely?
Ms. Jia Dingxia also is encountered move the problem that machine acceptance does not cash.
2016, the Great Wall broadband that 1095 yuan of add expend summerly lady pay 3 years serves, great Wall broadband gave value 399 yuan " barley box " . She expresses not to need to the staff member at that time, but the other side says " send just about instead, need not put over there go. " July 2018, summerly lady moves to Qing Pu Ou Fengge road, in move telephone of customer service of Great Wall broadband is dialed for many times before machine 95079, affirm new village broadband cover a situation.
On July 16, summerly lady first time dials customer service hot line, the staff member passes inquiry one time, reply she " move machine area is to have what Great Wall broadband enclothes " . On July 23, summerly lady dials customer service telephone again, customer service still says clearly " ingoing village has Great Wall broadband to enclothe. Customer service still says clearly " ingoing village has Great Wall broadband to enclothe..
However, deal with to postal service hall of broadband of city of fine fixed length when summerly lady move when aircraft service, the staff member expresses however: "You should move the village of machine did not enclothe Great Wall broadband, without deal with according to law manage moves machine. " postal service hall and hot line customer service two views, make summerly lady bemused indissoluble, she dials 12345 citizens to serve a hot line to seek settle way.
Before long, customer service of Great Wall broadband contacted summerly lady actively, say to move although machine area already enclothed Great Wall broadband, but the village that enters as a result of her already by monopoly of other broadband business, cannot install so. Do not have a few days, customer service calls summerly lady again, correct oneself say " this area did not enclothe Great Wall broadband " .
Summerly lady moves machine all up, ask refund of Great Wall broadband, was immersed in however in awaiting till the cows come home.
Because new home is in area to be enclothed without Great Wall broadband, summerly lady moves machine won't do, because belong to favourable formula to cannot remove the condition of cost,be faced with.
Close one year ahead of schedule " add is expended " , "Bedding bag eat " hind cannot refund
Bavin gentleman is Great Wall broadband the first batch of users, already used more than 10 years, "Although net fast discomfort, but patchy also can use, get the better of in petty gain. Get the better of in petty gain..
This year in May, incoming telegram of customer service of Great Wall broadband informs its broadband business to be about to expire, recommend his renew one's subscription " carry fast formula " -- 50M rises to 100M, deal with 6 years to want 2579 yuan only, add when sending 6 months the net. Bavin gentleman did not remember the specific time that him broadband expires at a draught, but as an old client, stem from accredit, he agrees with the cost of Zhang date add of oneself and parents.
Before long, staff member of Great Wall broadband comes to collect fees, say not to accept ready money, can brush bank card only. Bavin gentleman asks for bill, the other side expresses that he must go postal service hall is dealt with. Bavin gentleman nearby heads for postal service hall, it is cheaper to discover what hit on advertisement to collect fees, ask ability knows, there still is to conceal consumptive item in the formula that he deals with, be when business is being conducted more than 10 years ago, give " barley box " collect fees mediumly software " roc Cheng is taught " , value 299 yuan. Not only such, he still checks his broadband business to want to just will expire in April 2019, that is to say, the broadband of oneself is not " be about to expire " . Bavin gentleman asks to be retreated first at once conceal a project, staff member of postal service hall expresses " cannot deal with " , want to retreat the approach that can adopt customer service phone only. Bavin gentleman dials customer service telephone on the spot, through a hour " be locked in a seesaw struggle " , the other side replies eventually: The formula cannot be retreated, but can retreat conceal a project, affirmatory Zhang turns refund to its to pay treasure Zhang mark after 3 months. To express regret, lengthen its again when 6 months net.
Bavin gentleman is dealt with " barley box " in conceal collect fees the flow removing fee of the project.
After returning the home, bavin gentleman feels the time that remove fee is too long, what is more,the rather that the formula still presses a root to was not used, hit 12345 hot lines to complain. Great Wall broadband contacts his explanation to say: Need 3 months, because want technological process,be. Consider bavin gentleman had be notted use, OK and cut to 2 months. Can arrive by July, refund still does not have Zhang. Bavin gentleman dials customer service phone to urge again, this ability passes private paid treasure Zhang date to get debt.
Bavin gentleman asks to cancel to did not open use formula, before customer service changes " the formula cannot be retreated " view, express to be able to be retreated, but should deduct " imprest cost " . Bavin gentleman felt puzzled again, did not begin to use, is He Lai imprest cost? He again to 12345 report. Great Wall broadband corrected oneself again: Cannot deal with refund, only the network has problem ability to retreat.
Of Great Wall broadband " domestic broadband accepts service agreement " last show, indulgence formula is in what the service ends inside service period not to return residual formula charge.
Go up to why cover an issue in the broadband, do telephone customer service and view of staff member of postal service hall have discrepancy? Why refund retreats cost to cost want 3 months, does reason change again?
On net of official of Great Wall broadband, the reporter finds hot line of its customer service 95079, the fraction that involves domestic broadband business among them is: Open an account newspaper of cost of add of application, broadband, breakdown is repaired, complain proposal, other advisory business.
The reporter chooses " open an account application " , be in the address of the village with summerly lady new residence, whether to enquire this village has a network to enclothe? After customer service inquires, say: "This village has a broadband to install a record. " recommended 3 years to the reporter next period, the formula of bandwidth of 1488 yuan of 100M. "Add give wireless online road by implement, send you the serve time of half an year again. " the reporter compares pair of official nets, discovery is wireless online road by implement be not " add give " , however 108 yuan of roads by implement charge contains the formula that was in 1488 yuan in the center. When the reporter states he may remove inside 3 years, the other side blurts out: The broadband follows a person to go, can remove, collection moves 100 yuan machine poundage; Return ardently to express: Can help application moves freely first aircraft service, "Our broadband 90% enclothed, this you can be at ease. " customer service still says: The master that installs a broadband is in when coming, can carry a contract, supportive cash, pay treasure, small letter, brush the payment such as card; If need to brush card, want to be told with the master ahead of schedule, the master can take POS chance. And enquire when the reporter, if use dissatisfactory OK when refund, customer service replies: Refund needs to go postal service hall is dealt with, they are not responsible.
The reporter is called " other advisory business " customer service, gotten response is: "We here without refund flow, reply without method so the relevant item of your refund, you should ask ' staff member ' , I am only ' customer service ' . " the reporter is called again " complain a proposal " customer service, customer service responds to: The favourable sex formula that the company rolls out at present is inside consultative period all cannot deal with refund, if use occurrence issue, can choose to pause use or change the name of owner in a register.
Up to before distributing news dispatches, the reporter is called again " complain a proposal " customer service, did not wait for a reporter to make clear deal with why to plant formula, customer service expresses " should make money only, cannot refund, no matter be a network bad other still reason, ask you to consider to be clear about so. Ask you to consider to be clear about so..
"Beforehand gathering " management means needs to tell customer clearly the content such as relevant details
" is the consideration fair " can you become cannot of refund " pretext " ? The reporter shows the identity to contact customer service of Great Wall broadband to represent Ms. Liu, her explanation says, the Dou Youkuan on the computer system of every customer service takes resource to cover a table, should express every month to be able to be updated. She emphasizes, produce as abhorrent as view of postal service hall probability very small; If happen, because there is a bit delay on feedback,the likelihood is. If cannot cover range certainly, after meeting and postal service hall are checked, customer service tells an user again. The reporter introduces the case of summerly lady to its, she is responded to is " it is clear that customer service did not explain the possibility. She is responded to is " it is clear that customer service did not explain the possibility..
Claim in the light of the customer service before this cannot refund says, ms. Liu was not denied directly. Show broadband of near future Great Wall popularizes favourable formula in exert oneself, these formulas are used " prepay money " means, and should meet on the contract during making clear an activity inside mobile formula cannot conduct other business. If in the formula inside consultative period, namely the formula effective date that the agreement agrees calculates case, produce a network bad to wait for a reason, can send maintenance technician to solve, "Cannot solve give out other program " . If be user oneself,the reason should cancel a formula, criterion cannot refund. Be aimed at the circumstance of gentleman of summerly lady, bavin, they can undertake judging through intercept recording, "Special situation is special processing. "Special situation is special processing..
The country is versed in commercial firm politics runs total bureau " behavior of rights and interests of enroach on consumer sanctions method " the 10th regulation: Operator with gathering means provider is tasted or serving beforehand, the amount that ought to agree with consumer commodity perhaps serves clearly and quality, money paid for something purchased or received for something sold or the content such as charge, deadline for performance and means, safe note and risk caution, after service, civil liability. Was not tasted by conventional provider or serve, ought to fulfill according to the requirement of consumer agree or go back imprest, ought to bear the reasonable fee that the accrual of imprest, customer must pay. Do not have an agreement to refund, according to the amount of refund of computational means convert that is helpful for consumer. The reasonable refund that operator offers to consumer asks, express clearly not to grant refund, since the day that perhaps expires from the agreement, the raises refund requirement from consumer day that does not have conventional deadline rises more than 15 days not of refund, regard as intended and protracted unjustifiable perhaps refuse.
We should like to ask, great Wall broadband is being popularized to consumer " prepay money " when formula business, have a basis afore-mentioned regulations, does content wait after the relevant detail that tells user formula clearly and carry out? When oneself business cannot enclothe an user to be in area, does the user put forward " refund " be reasonable requirement?
