Great Wall Broadband's long-term disconnection speed is not up to the mark, and the problem is ignored
The broadband network has been disconnected for nearly two months and no one has dealt with it, claiming that the 100M broadband service speed is not up to the standard, and asking for a refund has been delayed... Guangdong Provincial Consumer Committee recently announced the service complaint case of Great Wall Broadband, which has aroused widespread concern. Why do broadband operators often pursue the number of users and ignore the quality of service? How to protect consumers' rights and interests after they are damaged? The reporter investigated this.
Nine cases of Great Wall Broadband have aroused public anger
According to the data recently released by Guangdong Provincial Committee of Consumer Affairs, 9 complaints about Great Wall Broadband were received in May this year alone. The reporter found that consumers' complaints against Great Wall Broadband mainly focused on three aspects:
Delayed handling after long-term network disconnection. Miss Xu from Liwan District, Guangzhou said that after the broadband network service at home was interrupted in the middle of April, it took a month and a half to communicate, but no reply was received until the end of May. In March this year, Mr. Jiang, who lives in Baiyun District, Guangzhou City, suddenly cut off the network and communicated with the Great Wall Broadband telephone for no less than 10 times. The other party still could not give a solution, nor did he agree to refund. He has been delaying.
The network speed is not up to the standard and has not been improved after debugging. Mr. Deng found that the network speed was not up to the standard after handling the exclusive 100M broadband service on May 13, and reported to the customer service of Great Wall Broadband that the company sent staff to debug the network speed at home. The Great Wall broadband installed by Mr. Chen, who lives in Tianhe District, Guangzhou, is not only not up to the standard, but also has been interrupted for half a year since December 2015.
The customer service processing speed is slow after the consumer submits a refund. After Mr. Ye from Tianhe District, Guangzhou applied for online refund, Great Wall Broadband promised to refund him as soon as possible, but Mr. Ye still did not receive the refund one week after applying for refund. Another consumer, Mr. Zhao, contacted the customer service to ask for a refund, and the customer service promised that there would be a specially assigned person to contact him within 24 hours to handle the refund, but no staff contacted him 24 hours later to handle the refund.
After many complaints to the customer service of Great Wall Broadband, the above consumers still haven't solved the problem, so they have to choose to complain to the Guangdong Provincial Consumer Committee. It is reported that Guangdong Provincial Committee of Consumer Affairs contacted Great Wall Broadband after receiving the complaint and conveyed the content according to the complaint handling process.
The latest handling results of Great Wall Broadband show that the above complaints have been handled one by one. Among them, Great Wall Broadband promised that "we will provide additional compensation for three years of online time after the network is restored" for users who cannot be properly solved due to network outage; For users whose network speed is still not up to the standard after debugging, Great Wall Broadband said that the reason was that there was a problem with the wiring of the hidden line at the user's home, which was finally resolved by negotiating a refund; Refund business has been handled for users with slow refund processing.
The new account was opened immediately, and there was a problem. They didn't pay attention to it
In response to consumer complaints and the supervision of the Consumer Council, the Guangzhou Branch of Great Wall Broadband Network Services Co., Ltd. issued a statement saying that "the operation and maintenance personnel have been immediately arranged to thoroughly investigate the problems reflected by users". The users complaining are mainly concentrated in the area of the "Three Line Renovation" project in the urban villages of Guangzhou City. The reason for such phenomena as network disconnection is the "line and equipment transformation" in this area 。 Great Wall Broadband also said that it has organized a large number of engineering personnel to speed up the progress of the remediation project, and provided users with network time compensation for three times the length of the network outage.
In recent years, Guangzhou has made great efforts to rectify the phenomenon of "three lines" of power lines, telephone lines, cable television lines and other "three lines" of villages in the city. However, reporters found that many users reported that Great Wall Broadband did not prepare for rectification in the process of "three lines renovation" in Guangzhou, and there have been many times of poor communication and shirking responsibility in the process of communication with customers.
When a reporter called a staff member of Guangzhou Great Wall Broadband, the other side explained that the process of "three line renovation" involves the transformation of the original line into a new pipe network, and the new pipe network is managed by a third party company in different areas. The company does not intentionally procrastinate or ignore it, but has not yet reached an agreement with the third party company in some areas. "This needs a process".
Mr. Xu, who lives in Baiyun District, Guangzhou, was not satisfied with the explanation of Great Wall Broadband. He said that his family's Great Wall Broadband was disconnected after the "third line renovation" in November 2015, when all network companies were disconnected, which was understandable. However, since March 2016, other operators in the same region have restored their networks, but Great Wall Broadband has been delaying the issue on the grounds of "third line renovation".
Mr. Xu said that he called from another identity to open a new account, and the staff of Great Wall Broadband immediately called to open an account. "The approach of Great Wall Broadband is to ignore the legitimate rights and interests of consumers. When money is made, people will come immediately. When problems occur, they don't pay attention to them. In my opinion, Great Wall Broadband only pursues benefits and ignores user experience and interests."
Broadband service complaints remain high
The reporter's investigation found that broadband service complaints widely exist in all operators, and have always accounted for a high proportion in all consumer complaints. According to the data on the official website of the State Administration for Industry and Commerce, in the first quarter of 2016, the national administration for industry and commerce accepted 155900 service complaints, accounting for 45.1% of the total number of complaints, and the telecommunication service complaints accounted for 50.0% of the total number of service complaints. The complaints involved quality and after-sales service problems such as poor network signals, easy dropping, unstable network speed, broadband failure and delay in maintenance.
Gao Haitao, a lawyer from Guangdong Jingguo Law Firm, believes that as an enterprise party signing a contractual relationship with consumers, it should clearly explain to consumers the causes of poor quality broadband services in accordance with the contract. Gao Haitao suggested that consumers can directly make a request to the service provider, complain to the consumer association, and also complain to the superior competent department of the network operator.
The relevant person in charge of Guangdong Provincial Consumer Affairs Committee said that, as the department to safeguard the legitimate rights and interests of consumers, the Consumer Affairs Committee will, depending on the development of the situation, further protect the legitimate rights and interests of consumers by interviewing enterprises, submitting to the regulatory authorities for investigation and punishment, and supporting consumers to sue.
Su Wenqing, lecturer of the Law School of Jinan University, believes that as the main body of market operation, enterprises' operating income mainly comes from the choice of the market itself. Deceiving consumers in a short period of time will not make enterprises survive for a long time. Only by meeting consumers' needs and focusing on improving service quality and service awareness can enterprises win in the fierce market competition.
