(All of the content stated in this article is based on reliable sources, and is repeated at the end of the article)
Text丨The sun is warm
Editor丨Sunshine is warm
According to the data, in February 2024, mobile companies will reduce their customers by 510,000, and the hidden deduction behavior of mobile companies has caused dissatisfaction among everyone.
The People's Daily has criticized mobile companies for their false propaganda, but the marketing methods of various telecommunications companies are still full of tricks, with 63 million mobile users claiming that they have been deceived.
So what are the routines of telecom companies, and how can we guard against them?
Operator's routine
Mobile, telecom, and Unicom can be said to be the three giants of the communications industry in the mainland, and they have become indispensable to our lives because they have brought convenience to everyone's life, especially the advent of various preferential packages, many people feel that it is very cost-effective, and they are vying to handle it.
By the end of 2023, about 700 million people in China Mobile are using 5G packages, and more than 200 million people in China Unicom and China Telecom are also using 5G packages.
But in this regard, some people said that they were "tricked".
Everyone must often receive calls from mobile companies in their lives, and the young lady on the phone is gentle and polite, and many people have "fallen".
One of the netizens claimed that the mobile customer service called him, and the phone said that the company thanked the old customers and could install mobile broadband for free.
The netizen had just moved to a new home and was preparing to install broadband, and he agreed to the good thing of delivering it to the door without thinking about it.
The staff of the mobile company provided very thoughtful service and helped netizens install it in less than two days.
But at the end of the month, netizens received a reminder of arrears in phone bills, and wondered, in the past, it was a package of 99 per month, and it was recharged and paid on time, how could it be in arrears?
As soon as I called, I learned that my package had been upgraded to a 139 package. In other words, the broadband in your home is not really free.
In addition to "free" broadband installation, telecommunications companies have also launched "free" installation of set-top boxes, free cameras and other activities.
Often the customer service staff will call the customer and say to the customer that our company can now install a set-top box or camera for you for free.
However, there are also some delicate customers who think that "there is no free lunch in the world", so they will take the initiative to ask about the situation in the business hall, and only then do they know that the premise of using these machines for free is to "ensure that the monthly consumption within a year is 100".
Some elderly people usually spend no more than 50 yuan a month, because they install the so-called "free" machine, and spend dozens of yuan a month on phone bills, so the gains outweigh the losses.
New customers are not easy to tap, so contact old customers. The communication company called the old customer at every turn and said: "We see that your phone bill exceeds 150 yuan this month, and you can upgrade the previous 99 yuan package to a 159 yuan package, so that the call time is longer, the traffic is more, and the traffic sent to you is still high-speed traffic, and the Internet speed is faster." So the customer was persuaded by the customer service to upgrade the package.
After upgrading the package, the customer found that the Internet speed was indeed much faster than before, but after a few days, they found that the Internet speed was not as fast as before, what happened?
When the customer went to the company, he found out that the high-speed traffic was only for the first 10G, and after 10G, it was low-speed traffic, and then the customer wanted to change the package, but was told: "Your package needs to be used for at least 3 months to change". It's speechless.
How people can spot the "scam"
First of all, we can't trust telemarketing from communication companies, so we have to go to the lobby to ask for clarification before participating in the event.
A college student once broke the news that a senior executive of a mobile company had come to their school to recruit part-time workers, and the student wanted to earn living expenses through his own efforts, so he went to the mobile company to become a temporary worker.
I found out that I was hired by a mobile company as an operator, that is, as a temporary customer service of a mobile company, and the main task was to promote upgrade activities to customers.
The company gave each temporary worker a message with the details of the event and communication skills, and gave each of them a list of regular customers.
At that time, they were asked to promote the event as follows: they claimed to increase the call time, data, etc. for free, but they didn't talk about other costs, so many customers agreed to participate in the event.
However, the fact is that the company's employees collect the list of customers identified by the students, and then carry out a value-added activity for the customers, and the money will be deducted every month.
Therefore, don't listen to a few simple words from mobile customer service in the future, but go to the mobile lobby to ask for clarification, after all, mobile companies can't guarantee that it is their internal employees who call you, and any problems may make temporary workers take the blame.
Secondly, we need to check the bill list frequently to see if there are any "suspicious" charges.
Compared with the frugal and careful elderly, we young people may rarely check their phone bills, and never pay attention to the value-added activities of their calling cards, and it is precisely because of this that the communication company has quietly made a fortune.
For example, the special traffic given away when charging the phone bill, the customer service said that it is free to use for 3 months, 10G per month, and after 3 months, many young people have forgotten that they have opened this business, but the mobile company has not forgotten, the activity is generally automatically renewed, and 10 yuan will be deducted every month after 3 months.
China Mobile has a lot of loyal customers, perhaps because they find it troublesome to change their numbers, or they have feelings for mobile phone numbers, and many people are used to using a number from school to starting a family.
Mobile companies take advantage of everyone's psychology and produce "killing" behavior.
In the past, it was rare to see more than 30 packages, and the price of the packages recommended to old customers will only get higher and higher, but is the package really affordable? Maybe there is no new user's package that is more affordable!
Therefore, we should always check the list of phone bills to see which value-added services we don't need, and cancel them in time.
Finally, we have to argue with reason, and once we find that there is a problem with the bill, we should call the operator in time.
Sometimes we don't record our calls with communication companies, and it's hard to go back and solve problems with them.
For example, when the customer service promoted the product, repeatedly emphasized the words "free" and "discounted", and kept silent about the cost and other issues, we participated in the event negligently, but did not leave evidence, even if the complaint was very clear.
Therefore, every time you handle business, it is best to record the content of the call. In addition, before doing business, you need to ask the customer service to send a copy of the details of the event, and then handle it clearly.
If there is a discrepancy between the actual situation and the details of the event, you should complain to the operator in time. In addition, we can also report to the consumer association, so that the relevant departments can intervene to reasonably protect our own rights and interests.
Rectification opinions
China Mobile is a leading enterprise in the mainland communications industry, not only the largest customer base in the industry, but also the highest profits, in this case, China Mobile should maintain the original intention of serving everyone, in order to develop faster and better.
First of all, the company should strengthen internal employee management. Every time the company launches an activity, it should let the customer service staff understand the details of the activity, explain and promote it to customers truthfully, rather than blindly inducing and deceiving consumers with words such as "free" and "greater discount".
Secondly, mobile companies should formulate reasonable package content, further upgrade the current various activity plans, and give tangible benefits to customers. Develop a more favorable activity plan for old customers, and do not "slaughter" behavior.
Finally, we should strengthen the management of the after-sales service department, and quickly and effectively solve the doubts and dissatisfaction of customers in the face of customers' questions or complaints.
I believe that through the efforts of both everyone and mobile companies, the mainland communications industry will become stronger.
Article Information Sources:
1. People's Daily - "People's Micro Commentary: How Many Hidden Deductions Are There for Mobile Phone Bills?"
2. People's Daily - "China Mobile's Hidden Deduction Chaos: Small Amount Involved and High Maintenance Costs"
3. China News Network - "China Mobile was accused of indiscriminately deducting fees to make black money, and the system could not be billed in real time"
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