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国美旗下虚拟运营商被工信部点名批评 能力不够还是态度不行?
2017-08-05 11:32:23 中国经济网
运营商世界网符菲/文
近日,工信部发布《2017年二季度用户申诉主要涉及的增值电信企业、移动转售企业名单》,数家虚拟运营商被点名,知名企业国美电器赫然在列。电器零售商跨界搞通信业务被指“服务不达标”,看似情有可原,但事实如何呢?
运营商世界网了解到,自2014年起,国美就推出了移动通信转售业务品牌“极信通信”(虚拟运营商),声称希望借助这部分虚商业务“让广大消费者享受到来自国美的高品质移动通信、智慧生活方式体验”,从而让用户“得到全方位的国美服务价值感知”。
然而业务推出3年多,国美当初的愿景践行得怎么样了?
经运营商世界网调查,尽管极信通信的基础费率较三大运营商要低一些,但其通话与网络质量很差。此外,还有大量投诉反映极信通信无故冻结用户话费、停机、服务态度恶劣等问题。
对此有分析称,因资费低廉,一些推销人员倾向于使用虚商服务,导致号码被标记为“骚扰电话”,弃用率也随之升高。业内人士表示,极信通信在二次售卖码号资源时不加以甄别,将“问题号码”随意出售,导致用户无法正常使用各项服务;至于面对用户投诉态度恶劣甚至置若罔闻,这的确不该是一家负责任的企业所为。
针对“服务不达标”的问题,工信部曾强调,虚拟运营商要在服务承载能力范围内发展用户,确保用户端通话、网络服务达标。不过除此之外,国美也许更应该反思一下他们对待用户的态度。
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