Annoyance everywhere, also among listeners in “Goeiemorgen Morgen!” at Radio2 about the telephone inaccessibility of companies: “I have to search for a telephone number on the website for minutes,” one person said. And for the other: “If I finally have a number, no one will answer.” And you also hear this more often: “Why do I often get a chatbot instead of a real voice?”
Consumer law professor at Ghent University, Reinhard Steennot, acknowledges the problem. He even made a study about it. “I’ve experienced it many times before. Especially at large companies, you are transferred by phone all the time and in the end you don’t get an answer.”
“An extreme example was during the energy crisis last year, when it was impossible to get into your energy supplier. Then State Secretary for Consumer Protection Eva De Bleeker (Open VLD) wanted to punish companies that did not respond within a certain time. Are companies then not legally obliged to speak to their customers by telephone?
2023-09-15 06:02:00
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