Dazn’s problems push consumer groups to act, amid threats of legal action and requests for refunds. “The platform has not published any message of apology on its website nor has it hinted at possible refreshments, thus demonstrating a total lack of interest in customer needs and the quality of the service provided”, writes today the association that does not exclude contacting to the “competent authorities”, affirms Federconsumatori.
“The weekend just ended saw the start of the new season of Serie A football, for which Dazn was awarded the rights to broadcast the matches. The debut seems to have, at least in part, confirmed the fears about possible disservices. resulting from the traffic peaks on the network, since a few minutes from the whistle to start the first match, Saturday 21 August, numerous users reported signal absences, blackouts and lowering of the definition, flooding social networks with protest messages, and similar disservices. also occurred in the transmission of other meetings. Dazn communicated that the problem was caused precisely by a peak of accesses, confirming the perplexities relating to the technical tools used by the platform in supporting such a large number of connections. Given the technical problems already encountered in the past during other meetings broadcast by the well-known platform, it is not surprising that the much publicized ” revolution “in the broadcasting of sporting events that are struggling to take off”, continues the note.
In recent weeks, the consumer association notes, “we welcomed the provision issued by Agcom to avoid situations of congestion on the network, which however does not seem to have avoided the possibility of technical problems: once again citizens are faced with to a service that, despite the substantial increase in subscription costs, is proving to be inadequate. To this is added the fact that the platform has not published any message of apology on its website or hinted at possible refreshments, thus demonstrating a total disinterest in the needs of customers and the quality of the service provided. The lack of attention of the company towards users, after all, is not new: in recent weeks we have sent a report to Agcom for the real “inaction” of the self-styled customer service, which in reality is nothing more than a chatbot able to provide only basic answers without the clients i are never contacted for the real resolution of their problem “.
“We will continue to monitor the situation and will not hesitate to contact the competent authorities in the event of incorrect behavior and / or further disservices”, concludes Federconsumatori.
“If a good morning starts in the morning we go wrong! If it is true that everything depended on an overload, who knows what will happen when all the Italians have returned from vacation or during big matches like those of next September 12, when Napoli – Juventus will be played. and Milan-Lazio “, writes Massimiliano Dona, president of the National Consumers Union, in announcing two complaints by the association against Dazn for inefficiencies over the weekend.
“One to the Antitrust – he explains – who had closed the precautionary proceedings at the end of July, but in the face of a commitment by Dazn to provide services for viewing the matches on digital terrestrial in case of connection problems and a guarantee to be the necessary infrastructural investments and one to the Communications Authority which, since June, had issued an act of guidance to avoid network congestion phenomena and prevent disservices for subscribers “.
“We now ask the two Authorities – writes Dona in the note – to intervene urgently to verify the reasons for the disservices and whether all the commitments that Dazn had to respect have been respected. It goes without saying that all subscribers who have suffered disservices are now entitled to fair compensation “, he concludes.