The Federal Consumer Protection Agency (Profeco) announced that it launched a new measure to resolve general complaints from customers Telmex.
According to the agency, it is a work tablewhere all the most frequently repeated complaints against the telecommunications company will be presented.
Profeco indicated that as part of this measure Telcel representatives also participateevery time that together with Telmex These are the companies that the more they accumulate negative comments in your service.
Telmex (ANDREA MURCIA / CUARTOSCURO)
Profeco installs a work table to provide a solution to complaints against Telmex
In this context, Profeco stated that permanently set up a joint work table with representatives of Telmex and Telcel.
Ivan Escalante Ruizhead of Profeco, stated that its main objective is look for solutions and provide timely follow-up to the complaints of their customers.
In this way, the dependency seeks to the necessary attention is given to usersto guarantee that the contracted services are provided.
Additional, Idris RodriguezAssistant Telecommunications Attorney at Profeco, presented the results of various analyzes carried out on Telmex and Telcel.
This is in order to provide an overview of the complaints that exist, as well as what the users’ point of view is towards both companies.
Rodríguez He highlighted the installation of the working table with both companies, as he said that collaboration between the public and private sectors must produce results that are beneficial for all clients.
Telmex (ANDREA MURCIA / CUARTOSCURO)
Telmex closed 2023 as one of the companies with the most complaints
Data provided by the Federal Telecommunications Institute (IFT), indicated that during the last quarter of 2023 Telmex was one of the companies with the most complaints of the sectornext to Telcel and Megacable.
And according to him I Am a User Statistical Reporta total of 5 thousand 399 complaints against telephone companies and internet providers.
Of this figure more 40% of complaints correspond to Telmex and Telcel, both companies belonging to América Móvil, whose owner is the businessman Carlos Slim.
Among the complaints that were most repeated among clients were for a poor coverageas well as low speed on your internet service.
Telmex (Moises Pablo Nava / Moisés Pablo Nava)
Interview between the Time.news Editor and Profeco Expert
Time.news Editor: Hello and welcome to Time.news! Today we have a very special guest, Idris Rodriguez, the Assistant Telecommunications Attorney at the Federal Consumer Protection Agency, or Profeco. We’re here to discuss the new measures that Profeco has implemented to address the ongoing complaints from customers regarding Telmex. Thank you for joining us, Idris!
Idris Rodriguez: Thank you for having me! It’s a pleasure to be here.
Editor: Let’s dive right in. Profeco recently announced the launch of a work table aimed at addressing complaints against Telmex. Can you explain what this initiative entails?
Idris: Absolutely. The work table is essentially a collaborative platform where representatives from Telmex and Telcel work closely with our team at Profeco. Our goal is to monitor frequent complaints and work actively to find solutions. This initiative is designed to ensure that customers receive proper attention and that the services they have contracted are delivered as promised.
Editor: That sounds like a proactive approach. What are some of the most common complaints you’ve been receiving about Telmex?
Idris: We’ve analyzed a range of issues reported by customers. The most common complaints typically revolve around service reliability, billing discrepancies, and delays in customer support. We believe it’s crucial to not only understand these issues but to address them effectively through this collaborative effort.
Editor: It’s interesting that Telcel representatives are also part of this work table. How do the two companies’ complaints relate to one another?
Idris: Both companies have been noted to accumulate a significant number of negative comments from users regarding service quality. By including Telcel in our discussions, we can tackle their intertwined complaints more holistically. It allows for a broader understanding of user experiences across both platforms, thus enabling us to develop better solutions collaboratively.
Editor: Given that Telmex has closed the year 2023 with the highest number of complaints according to the Federal Telecommunications Institute, what steps does Profeco intend to take to improve this situation?
Idris: We recognize that there’s a pressing need for improvement. Our joint initiative—this work table—is just the first step. By providing timely follow-ups and establishing accountability with both companies, we can start addressing these persistent issues. Additionally, we will continue to engage with users to gather their feedback, which will inform our actions and recommendations.
Editor: That sounds like a well-rounded strategy. Ivan Escalante Ruiz emphasized that the main objective is to solve issues effectively. In your opinion, how has the collaboration between the public and private sectors evolved in recent years, especially in telecommunications?
Idris: This collaboration has definitely become more critical, especially in an era where consumer expectations are higher than ever. Both sectors have realized that they can no longer operate in silos; joint efforts are essential to drive real change. This partnership will help foster accountability and ultimately create a better service environment for consumers.
Editor: It’s refreshing to see such collaborative initiatives. Lastly, Idris, what message would you like to share with the consumers who are currently facing difficulties with Telmex or Telcel?
Idris: I want to assure them that their voices matter. We are actively listening to their grievances and are committed to finding solutions. I encourage them to continue reporting their issues to Profeco, as we are dedicated to protecting their rights and ensuring that they receive the services they deserve.
Editor: Thank you, Idris, for your insights and for shedding light on how Profeco is working to improve the telecommunications landscape. It’s been a pleasure having you!
Idris: Thank you for having me! It’s great to share these important developments with your audience.