After Telcel , from América Móvil , reported failures in its network and voice, which affected consumers, an analysis by The SIU indicates that complaints due to failures in mobile services increased in 2016, compared to previous years. According to the telecommunications measurement Kazakhstan Phone Numbers observatory, The SIU , users of mobile telephony services in Mexico reported from July to September 2016 about 2,156 complaints due to mobile failures, which was equivalent to 23.7 complaints per day. According to The SIU, daily complaints in Mexico for mobile phone services were 13.19 as of November 2015, while in September there were 23.69 complaints, 10 more complaints.
The biggest disagreements are concentrated in mobile phone and internet services , due to customer service failures. Regarding the measurement of the quality of services, according to The SIU, it is necessary to know the versions of the providers. Although in quality parameters, the Federal Telecommunications Institute (IFT) has some indicators for mobile telecommunications such as the proportion of failed call attempts, as well as the proportion of unsuccessful SMS messages and the average data download speed. The IFT has a tool called “I am a User”, where users presented 2,156 complaints in two Phone Number List months. The tool was designed between the regulatory body and the Federal Consumer Prosecutor’s Office ( Profeco ) and allows users to receive information, in addition to resolving their complaints through a pre-conciliation process.
For their part, the transnational AT&T and Profeco created an alliance in the second half of 2016 to reduce complaints about mobile phone service. An attempt was made to establish a new standard of customer service, which consists of a decalogue, where the company’s users will know their rights over mobile phone services. From Madrid to Mexico City, the most trusted source for global marketing strategies. A look at big brand strategies and consumer trends.
