Great Wall broadband network speeds for a long time is not standard: collective anger-great wall broadband-IT user information
Broadband Internet almost two months without treatment, said 100M broadband speed but does not reach, ask for a refund but not solved ... ... In Guangdong Province, the Consumer Council has recently announced great wall broadband service complaints case attracted wide attention. Why broadband providers often seen pursuing quantity, neglecting the quality of service by the user? Consumer rights and how to protect it? This reporter conducted a survey.
Great Wall broadband network nine cases Hornet
Guangdong province recently released data showing the Consumer Council only in May this year received 9 complaints about the great wall broadband. Journalists combing found that consumer complaints against great wall broadband network focused on three aspects:
Long delays in processing after unplugging. Xu road, liwan district, Guangzhou City, said that home broadband Internet services after a break in mid-April, after 1.5 months of contact until the end of May there is no reply had been received. In March this year, Mr Jiang suddenly cut off who lives in Baiyun district, Guangzhou City, and great wall broadband phone no less than 10 times, they still can't give you a treatment plan or agree to refund, deferral.
Speed standard debugging did not rectify. Deng May 13 for exclusive 100M broadband business to find speed standards, reflected to the great wall broadband network service, the company sent staff home after debugging speed is still substandard. Chen, Tianhe district, Guangzhou City, who lives in the great wall broadband speeds not only installed by standard, and from December 2015 network had been suspended for six months.
Customer service processing speed slow after the refund to the consumer. Yap, Tianhe district, Guangzhou City, apply for a rebate online, great wall Broadband promises for their refund as soon as possible, but a week after the application for refund has not received a refund. Another consumer Mr Zhao after the refund to the customer needs, customer service commitment to refund will be contacted within 24 hours, but do not have any staff by 24-hour refund link.
More consumers after a number of complaints to the great wall broadband network service problem is still not resolved, had to choose to the Guangdong Consumer Council complaints. It is learned that Guangdong Province, after consumer complaints contact the great wall broadband, and a breakdown of the complaints handling process to transmit content.
Great Wall broadband network according to the latest results, these complaints are processed one by one. Among them, the Internet user is not properly resolved, great wall Broadband promises "network we offer additional compensation after the restoration for three years while surfing the long"; after debugging speed is still not reaching users, said great wall broadband due to invisible wiring problems of the people, eventually to reach a refund be resolved; users who have slow refund processing refund business.
New account immediately come out of the problems does not pay attention to
For the handling of consumer complaints and the Consumer Council, the great wall broadband network service company Guangzhou Branch said in a statement, "immediate arrangements for operation and maintenance personnel to thoroughly investigate the problems reflected by the user" complaints of users concentrated in Guangzhou City, village in the "three-line renovation" project region, disconnection occurs because the regional "lines, equipment". Great Wall broadband network also said it had organized a number of engineers speed up the progress of the improvement works, and provided to the user disconnection time net compensation of the three times.
In recent years, treatment of Guangzhou village in the power line, telephone line, cable TV and other "three lines" ride, but reporters found that many users, in Guangzhou City, "third-line treatment" during the great wall broadband and check rectification no preparation, communication with customers also appear more than once in the course of poor communication, acts of shirk responsibilities.
Reporter call Guangzhou wall broadband of one staff, other explained said, "wire regulation" process in the involved will original of line transformation to new of tube network in the, and new of tube network by third party company points regional management, company subjective Shang not exists deliberately procrastination, and regardless of regardless of, just in part area temporarily no with third party company on completed, "this need a process".
Mr Xu, Baiyun district, Guangzhou City, who lives in the great wall broadband is not satisfied with the explanation. He said great wall broadband at home since November 2015 "third-line treatment" after disconnection, when all the networks were cut off, which can understand, however March 2016, the other operators restore the network in the same region, the great wall of broadband has been the "third-line treatment" for delay.
Mr Tsui said, call his own change to open a new account, the staff immediately called that account of great wall broadband network. "Great wall broadband approach is to ignore the legitimate rights and interests of consumers, money will come when, out of the question but does not pay attention to, in my opinion, great wall broadband only pursue benefits while ignoring the user experience and user interests. ”
High broadband service complaints
Reporters found that broadband service complaints exist widely in the various operators, and in all cases accounted for a higher proportion of consumer complaints. State administration for industry and Commerce official data shows that first quarter of 2016, the national administration for industry and Commerce handled 155,900 service complaints, accounting for 45.1% of the total number of complaints, complaints about telecommunications service class 50% of the service complaints. Complaints related to network signal strength is poor, easily dropped, unstable, broadband speed faults delays in maintenance of quality and customer service issues.
After lawyer Gao Haitao, Guangdong believe that enterprises as a contract with a consumer, in accordance with the contract, the causes of poor-quality broadband service to consumers a clear explanation. Gao Haitao suggested that consumers may submit requests directly to the service provider, to complain to the consumer associations, you can also complain to the network operator's competent Department.
CC, Guangdong Province, officials say, as safeguard legitimate rights and interests of consumers of Department, the Consumer Council will depend on the developments further interviews enterprises, drew attention to the regulatory investigations and deal with support consumers to safeguard the legitimate rights and interests of consumers, including prosecution.
Jinan University law lecturer Su Wenqing believes that enterprises as the main market, choice of operating income mainly comes from the market itself, consumer fraud within a short time will not enable enterprises to survive, only to meet the needs of consumers, improve service quality and service-oriented, can win in the fierce market competition.
长城宽带长期断网速度不达标：用户集体愤怒 - 长城宽带 - IT资讯
宽带断网近两个月无人处理、声称100M的宽带业务速度却不达标、要求退款却迟迟不解决……广东省消委会近日公布长城宽带的服务投诉案例引起广泛关注。宽带运营商缘何屡屡出现追求用户数量、忽视服务质量的行为？消费者权益受损后又该如何保护？记者对此进行了调查。
长城宽带九大案例引众怒
广东省消委会近日公布数据显示，仅今年5月就收到9件关于长城宽带的投诉。记者梳理发现，消费者针对长城宽带的投诉主要集中在三个方面：
长期断网后迟迟不处理。广州市荔湾区的徐小姐称，家里的宽带网络服务自4月中旬中断后，经历了一个半月的沟通联系，直到5月底也没有收到答复。今年3月份，家住广州市白云区的蒋先生家突然断网，与长城宽带电话沟通不下10次，对方仍给不出处理方案，也不同意退款，一直拖延不理。
网速不达标经调试后并无改善。邓先生5月13日办理了独享100M宽带业务后发现网速不达标，向长城宽带客服反映，公司派工作人员上门调试后网速仍不达标。家住广州市天河区的陈先生所安装的长城宽带不仅网速不达标，而且从2015年12月至今网络已经中断半年。
消费者在提出退款后客服处理速度缓慢。广州市天河区的叶先生申请网上退款后，长城宽带允诺尽快为其办理退款，但叶先生在申请退款的一周后仍未收到退款。另一名消费者赵先生联系客服提出退款需求后，客服承诺24小时内会有专人与其联系办理退款，但24小时后仍未有任何工作人员联系办理退款。
以上消费者在多次向长城宽带客服投诉后问题仍未解决，只好选择向广东省消委会投诉。据悉，广东省消委会在接到投诉后联系长城宽带，并按投诉办理流程将内容转达。
长城宽带的最新处理结果显示，已对以上投诉逐个进行了处理。其中，因断网得不到妥善解决的用户，长城宽带承诺“待网络恢复后我司给予额外补偿三年上网时长”；经调试后网速仍不达标的用户，长城宽带表示原因在于用户家里暗线布线出现问题，最终以协商退款的方式予以解决；已为退款处理缓慢的用户办理退款业务。
新开户马上来人出了问题不重视
针对消费者投诉和消委会的督办，长城宽带网络服务有限公司广州分公司发表声明称，“已立即安排运维人员对用户所反映的问题进行彻查”，投诉的用户主要集中在广州市城中村“三线整治”工程所属区域，断网等现象发生的原因在于该区域“线路、设备改造”。长城宽带还表示已组织大量工程人员加快整治工程的进度，并对用户提供断网时长三倍的网时补偿。
近年来，广州市着力整治城中村电力线、电话线、有线电视线等“三线”乱搭现象，然而记者采访发现，不少用户反映，在广州市“三线整治”过程中长城宽带并没有做好整改准备，与客户沟通过程中也多次出现沟通不畅、推脱责任的行为。
记者致电广州长城宽带的一名工作人员，对方解释说，“三线整治”过程中涉及将原有的线路改造到新的管网中，而新的管网由第三方公司分区域管理，公司主观上不存在故意拖沓、不管不顾，只是在部分地区暂时没有跟第三方公司谈妥，“这需要一个过程”。
家住广州市白云区的徐先生对长城宽带的解释并不满意。他说，家里的长城宽带自2015年11月“三线整治”后断网，当时所有的网络公司都断网，这能够理解，然而2016年3月份起，同一区域的其他运营商都恢复网络了，但是长城宽带一直以“三线整治”为由拖延问题。
徐先生说，自己换个身份打电话说要开新的户，长城宽带的工作人员马上打电话过来说可以开户。“长城宽带的做法就是无视消费者的合法权益，有钱赚时马上就来人，出了问题却不重视，在我看来，长城宽带只追求效益而忽视用户体验和用户利益。”
宽带服务投诉居高不下
记者调查发现，宽带服务投诉广泛存在于各个运营商，且在所有的消费者投诉案件中一直占较高比例。国家工商行政管理总局官网数据显示，2016年一季度，全国工商行政管理机关共受理服务类投诉15.59万件，占总投诉数量的45.1%，电信服务类的投诉共占服务类投诉量的50.0%。投诉内容涉及网络信号差、易掉线、网速不稳定、宽带故障拖延维修等质量和售后服务问题。
广东经国律师事务所律师高海涛认为，作为与消费者签订合同关系的企业方，应按照合同约定，对劣质宽带服务产生的原因向消费者作出明确解释。高海涛建议，消费者可直接向服务商提出请求、向消费者协会进行投诉，还可以向网络运营商的上级主管部门投诉。
广东省消委会相关负责人表示，作为维护消费者合法权益的部门，消委会将视事态发展情况进一步采取约谈企业、提请监管部门调查查处、支持消费者起诉等方式维护消费者的合法权益。
暨南大学法学院讲师苏文卿认为，企业作为市场运营的主体，运营收益主要来自于市场本身的选择，短时间内的欺骗消费者不会使企业长久生存，只有满足消费者的需求、注重提升服务质量和服务意识，才能在激烈的市场竞争中取胜。