Falar com a Ouvidoria da NET é algo que os consumidores sempre tem necessidade, considerando os diversos problemas que podem surgir nos contratos com a empresa.
Assim, os clientes da NET buscam os canais viáveis para fazer as suas reclamações e manifestar a insatisfação com o serviço.
No entanto, a Ouvidoria da NET não se resume apenas a reclamações. O setor também é responsável por registrar elogios, sugestões e outras demandas do Cliente.
Se você está querendo entrar em contato com a NET, neste artigo nós disponibilizaremos todas as formas de contato.
Lembrando que atualmente a NET foi incorporada pela Claro, sendo agora chamada de CLARO NET TV.
Ouvidoria NET: Como entrar em contato?
The larger the company, the more necessary it is to establish an ombudsman to address the demands and problems of its customers. In this sense,a NET It also has an Ombudsman service to assist its customers in cases of complaints.
Sem dúvidas, o consumidor está cada vez mais exigente e as empresas precisam de um canal de atendimento específico para entender sua relação com a empresa e, como o próprio nome já nos lembra, para ouvir o cliente.
A NET/ Claro disponibiliza a Ouvidoria através da internet. Para entrar em contato, acesse:
Você também poderá entrar em contato com a Net através do seu portal na Internet.
Para isto acesse a página de atendimento.
Confira abaixo os principais serviços oferecidos no site:
- Fatura fácil NET: Acesse o código de barras da sua fatura NET / Claro residencial.
- 2ª via da fatura NET: Consulte, altere o vencimento e obtenha o código de barras da sua fatura NET / Claro residencial.
- Mudança de endereço: Solicite a mudança de endereço dos seus produtos Claro residencial (NET).
- Fatura digital e débito automático: Solicite o serviço e receba a fatura digital direto no seu e-mail. Quer mais comodidade ainda? Coloque a fatura Claro móvel, Claro residencial (NET) e Claro residencial (antiga Claro tv) em débito automático e fique tranquilo quanto às datas de vencimento.
- Sinal da TV e internet: Consulte o sinal da sua TV e/ou da sua banda larga NET / Claro net virtua.
- Senha do Wi-Fi em casa: Consulte ou altere a senha e o nome da rede Wi-Fi da banda larga NET / Claro net virtua da sua casa.
- Visita técnica: Reagende ou cancele sua visita técnica referente à TV e/ou banda larga NET / Claro net virtua.
- Pagamento com cartão de crédito: Pare de se preocupar! Pague sua fatura NET / Claro residencial no cartão de crédito e centralize o pagamento em uma única data.
- Promessa de pagamento: Programe o pagamento de sua fatura NET / Claro residencial em aberto e reabilite o sinal da sua TV e/ou banda larga Claro net virtua.
- Renegociação de fatura: Com a renegociação da sua fatura Claro móvel, Claro residencial (NET) ou Claro residencial (antiga Claro tv), você escolhe pagar à vista ou parcelado via boleto bancário.
- Endereço de cobrança: Altere o endereço para para receber sua fatura NET / Claro residencial.
- Compras no NOW: Consulte seu histórico de compras no NOW.
- Fatura Claro net fone via Embratel: Consulte ou imprima o detalhamento da sua fatura de telefone fixo.
Veja outras formas de entrar em contato com a NET:
Telefone NET
Atendimento NET / Claro residencial (Claro net virtua, Claro net tv e Claro net fone): 10621
What is an ombudsman's office for?
The ombudsman, therefore, must listen to its customers' complaints and has the duty to ensure that the demand is always investigated and evaluated in an impartial and fair manner.
Each company defines its own approach and the way the sector operates. Some, for example, end up choosing to outsource this service in order to ensure greater impartiality.
Others choose to select their own employees, who are already familiar with the company's values, exchange or return policy, and refund processes.
At the Ombudsman's Office NET, você poderá apresentar elogios, sugestões, solicitações, denúncias, manifestações e reclamações.
The interesting thing about the ombudsman is that, in addition to investigating your issue, it also has an effect on the company.
Difference between ombudsman and customer service
Many people end up wondering about the difference between the ombudsman and the SAC, or they end up getting confused when choosing which service channel is most appropriate for their needs.
Therefore, it is very important to know the difference between an ombudsman and a customer service department.
SAC, also known as Customer Service, is a channel made available by companies to meet the initial demands of a consumer.
At SAC, you can request information, clarify doubts, cancel your purchase and even make a complaint.
Please note that complaints to SAC have a time limit to be resolved: 5 days from the date your complaint is registered.
Some companies, such as telephone, energy, cable television, air or road transport companies, banks or health insurance companies, are required to offer a customer service channel through SAC.
Others, on the other hand, are not required to create this channel. However, if you really care about your service, it may be interesting to offer a customer service center.
The ombudsman, on the other hand, should not be your first contact with the NET, since it is a problem investigation channel. In many cases, it is necessary to present the protocol number obtained from SAC.
When to contact an ombudsman
So, the answer to when to contact an ombudsman NET is already very clear.
The ombudsman should be contacted after all possibilities of negotiations and contact with the company through the most traditional channels have been exhausted.
Therefore, consider contacting an ombudsman as your last resort, as a specific channel to open a report about your problem.
Leave it until you contact the ombudsman when your problem is not resolved by customer service.
How an ombudsman works
The ombudsman, upon receiving your complaint, will receive each piece of information presented by the customer.
The employee will then check the service and see if there are any errors. If an error is found, the company will receive feedback with “corrective measures” to prevent this type of thing from happening again.
In general, the ombudsman service usually works very well! They do a very serious job and consumers usually evaluate the service as positive and, above all, satisfactory.
How to contact the ombudsman
Cada empresa possui um canal específico para a ouvidoria. A ouvidoria, em geral, pode ser instaurada a partir do telefone ou então do e-mail. No caso da NET, We have already made all contact channels available above.
Outras formas de atendimento NET
Remember that the ombudsman's office should be the last resort, precisely to open a call or an occurrence and that, in most cases, it is necessary to present a protocol.
If you want to take your complaint to court, you need to gather as much information as possible to attach to the process.
But before that, try to resolve the issue as amicably as possible. Therefore, take advantage of the company's other customer service channels and try to resolve the issue through them.
Didn't solve the problem? Contact Reclame Aqui
If you still haven't resolved your issue, a great way to get in touch with NET e forçá-la a solucionar o problema sem, necessariamente, iniciar um processo, é o Reclame Aqui.
Reclame Aqui is one of the best and most efficient communication channels between consumers and companies.
Lá, a taxa de resposta é, normalmente, alta, assim como a de resolução.
Veja aqui a situação da NET no site Reclame aqui!
Now that you know what an ombudsman is and what it is for, you can decide whether it is the right time and channel to contact the company, or even file a complaint with Procon.
Você, certamente, já ouviu falar no Procuradoria de Proteção e Defesa do Consumidor, mais conhecido como Procon, acertei? Mas, afinal, você sabe o que é o Procon, pra que serve e como ele pode te ajudar?
Procon: What is it and how can it help you?
Procon is an institution focused precisely on consumer protection. And this is the result of movements since 1840, in the first Commercial Code.
But Procon, as we know it today, is the result of a partnership with the Department of Justice, which has a Procon unit in each state of the country.
The first Procon, however, appeared in 1976, in the city of São Paulo. Initially, Procon was called the Executive Consumer Protection Group.
With the Consumer Protection Code, in its 1990 edition, the activities of Procons spread throughout the country only became stronger.
Procon's objective is to ensure that companies, large or small, national or multinational, comply with current commercial laws.
In this way, illegal, deceptive or fraudulent activities can be monitored and corrected, thus ensuring a fair market for consumers.
Procon and the consumer protection code
Thus, Procon is based on the Consumer Protection Code, which governs commercial relations throughout the country.
This code discusses very important aspects for consumers, such as:
- Delivery time
- Product not delivered
- Misleading advertising
- Warranty Information
- Abusive practices
- Product liability
- Right of exchange
- Among other basic consumer rights
Some states, such as Alagoas, for example, provide an explanatory booklet with a given point in the Consumer Protection Code. To access this booklet, just click this link.
Therefore, all analyses and assessments are based on this consumer protection document, regardless of where the consumer lives. This is because the CDC, like the Consumer Protection Code, is valid throughout the national territory.
What is Procon for?
Now that you know what Procon is, you need to understand what it is for!
Entretanto, parece que as informações já acabaram ficando claras nos tópicos anteriores. Como o próprio nome do órgão já diz, a ideia do Procon é proteger os consumidores de práticas abusivas, inclusive da NET.
But to do this, you need to contact the agency, make your complaint and file your report. But how does this work? That's what you'll learn in the next topic!
How does Procon work?
What not everyone knows is that you can contact Procon before even purchasing a product or service! That's right! You can contact Procon even before signing a contract.
Procon, via telephone, can clarify some of consumers' doubts and thus avoid a bigger headache in the future.
If you have any questions, you can contact Procon's electronic service, which is available on number 151.
Another alternative, if you prefer, is to go to a Procon office in your city or the one closest to your home.
In São Paulo, for example, there are Procons in different neighborhoods. Some of them, for example, have appointments scheduled in advance, on the same day.
In other words, you will go through a screening process with an attendant, who will evaluate your case. Depending on how it goes, you will receive a password to return at the established time.
What can be reported to Procon
Any abusive or illegal activity can be registered with Procon through a complaint, report or demonstration.
Once your right has been threatened or violated, you can contact Procon.
You can rest assured that, in these cases, consumer data is fully protected and is not disclosed to the reported company or anyone else.
The main complaints to Procon are:
- Related to telephone services (fixed or mobile)
- Credit cards and negative name
- Problems with Cable TV Companies
- Non-delivery of products on the established date
How to file a complaint with Procon
Now that you understand what Procon is, the next step is to understand how to file a complaint with Procon.
The first step is to check which Procon unit is in your city and/or state.
Before going there, however, it is a good idea to gather all the documents you have regarding the complaint. Among them, you can use:
- Invoice
- Receipt
- Conversations via email or prints
- Protocol numbers
- Contracts
- Photos of the product if it arrived defective or broken.
If you deliver the conversations, the ideal is to deliver them printed to Procon. Therefore, arrange for the printing.
Another thing you should do before contacting Procon is to try to resolve the issue directly with the seller and/or the store supplying the product through the ombudsman and customer service.
In general, contact information is available on the website's contact tab or at the bottom of the page. You can contact Customer Service (SAC).
If the company does not resolve the issue amicably, then the next step is to deliver these documents to Procon and register the complaint.
Don't forget to present this documentation with an identification document such as ID, Passport or Driver's License and CPF.
Check it out, on the Procon SP website, details of each stage of the complaint.
Small Claims Court
In some situations, another option is to file a lawsuit in small claims court with a company and even request moral damages.
To file a lawsuit in small claims court, you do not necessarily need a lawyer. In other words, you can file the lawsuit yourself!
The first step is to gather all the documentation and go to the Court in your city. Everything that happens in the first instance is free.
On the other hand, if you need to appeal, then you will need to pay for it and you will also need a lawyer.
The compensation is limited to 40 minimum wages. In general, lawsuits take up to 120 days to be heard. If the person wins, the next step is to enforce the sentence.
O objetivo do presente artigo é apenas informar sobre os procedimentos para entrar em contato com a NET. Não temos nenhum tipo de vínculo com a empresa e não incentivamos nenhuma ação. Todas as decisões tomadas com base neste artigo são de inteira responsabilidade do leitor.
