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Complaints over Swedish mobile services rise

TT/The Local/vt · 21 Jan 2011, 16:30

Published: 21 Jan 2011 16:30 GMT+01:00

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The most common complaints were directed at mobile phone services, followed by broadband internet services, according to the Swedish Consumer Bureau for Telecom, TV & Internet (Konsumenternas tele-, tv- och internetbyrå, KTIB).

It is also common that customers contact KTIB regarding problems with contracts signed via the internet or over the phone, or with difficulties in trying to cancel a contract.

However, the number of cases involving broadband internet and IP telephony have fallen.

According to Mattias Grafström, CEO of KTIB, it is important that operators communicate clearly what applies when a contract ends,

"There is also a responsibility on the part of consumers to clearly verify this and other issues that one feels are important to avoid unpleasant surprises later on," he said.

Regarding contracts that are entered into over the telephone or internet, it is common for customers to believe that they have not been informed of their cancellation rights or that they have been denied such rights.

Last year, customers appeared to have fewer problems with customer service than before. However, companies do not appear to have succeeded in improving customer satisfaction in terms of the treatment clients receive from customer services.

Story continues below…

Many feel that their problems are not resolved even after repeatedly contacting customer service, according to KTIB.

TT/The Local/vt (news@thelocal.se)

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Your comments about this article

16:45 January 21, 2011 by msaliassweden
IMO Customer service is horrible in Sweden.
23:35 January 21, 2011 by Debaraja
@ msaliassweden

You must have been very unlucky mate
00:13 January 22, 2011 by byke
I have telia fibre optic and its terrible ... I was told by the customer support that its like this because they have too many customers and there is nothing they can do.
07:27 January 22, 2011 by mojofat
You use a photo of a Verizon (US) phone for a story about swedish mobile services...way to go The Local. Again.
08:14 January 22, 2011 by bob3000
Another article from thelocal that misses any real info from the original article in Swedish.

At least the customer support is based in Sweden, speaking Swedish and English.

In the UK it is rare to speak to someone based in the UK for customer service.

Most often you get a callcentre in India or the Philippines, the operator is on a script and if it gets difficult or they fall off the script, into unknown territory - then you either get mysteriously cut-off or put on hold, then disconnected.

@Debaraja - Agreed.

@byke - We have FibreLAN - from Telia - it is fantastic, way better than ADSL.
13:15 January 22, 2011 by stupr

Most companies in the UK who operate call centres have moved away from the foreign based offices. Yes Swedish customer support is based largely in Sweden however they do not always speak good English and I find the overall level of customer care for many organisations below par compared to the UK.
11:05 January 25, 2011 by bob3000

..."Most companies in the UK who operate call centres have moved away from the foreign based offices."...

Really? Please share those statistics. Because the one I've called in the last 3 months were all located overseas.

..."Sweden however they do not always speak good English"...

That' because we are in Sweden, they speak Swedish, occasionally English as a courtesy.

The overseas call centres, are meant to have English as a first...far from true.

..."overall level of customer care for many organisations below par compared to the UK"...

You must have been away from the UK for a long time.
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