¿Cual es el plazo máximo que tiene CLARO para solucionar un problema técnico?
¿Cuál es el plazo máximo que tiene CLARO para solucionar un problema técnico?
Tengo un decodificador que no funciona desde el viernes 9, dos visitas de los técnicos no vinieron porque el problema se solucionó en su sistema.
¿Cómo puedo reclamar, como puedo proceder?
El libro de reclamaciones de CLARO no funciona. Ya deje mi reclamo en indecopi. No he visto los partidos del viernes y tampoco veré los partidos de hoy.
Como puedo proceder para que no me cobren este mes y asi poder irme a otro operador.
Ayer y hoy he llamado y pedi que me comuniquen con un supervisor para una solucion inmediata, pero ayer como hoy igual me tienen esperando en el celular por mas de 49 minutos.
Es lamentable que no te puedan dar solución a un problema técnico, hubiera sido más practico que solicitaras un deco adicional claro, pero eso implicaría un cobro adicional, pero hubiera sido una salida más practica al problema temporal que presentabas. Luego lo suspendías y listo.
Generalmente las averías deben ser solucionadas en 24 horas máximo y casos extremos 48 horas... salvo que sea una avería masiva en la zona como postes caídos, etc.
Puedes presentar tu reclamo por calidad e idoneidad del servicio que junto a los reportes de avería que tienes, puedes solicitar el ajuste o reclamar la totalidad de la facturación emitida por el inbox de Facebook Claro Peru, y paralelamente si lo decides puedes pasarte a otro operador.
Antes que tomes la decisión de corte del servicio, yo te puedo recomendar que solo los clientes que tenemos Claro Hogar TV podemos tener el beneficio de mirar todos los canales que tenemos en los decos. Verlos a través del aplicativo Claro Video, es muy bueno y recomendado y lo interesante es que lo puedes usar en 5 dispositivos distintos y disfrutar de todo. Además de por ser la primera vez en registrarte en Claro Video tienes el beneficio de Acceso a la Sección catálogo de manera gratuita por 24 meses. Solo tienes que dar Click en TV en VIVO y disfrutar del beneficio.
Ahora me dicen que la visita programada de ayer para hoy no exite. en su sistema no figura ninguna programacion de visita tecnica para hoy. Lo cual ayer llame y me programaron para hoy. Esto es lamentable, en todos mis años de cliente soy testigo del pesimo servicio de atencion al cliente y soporte tecnico. Era cliente de celular por años tambien, e igual por los mismo inconvenientes me fui. Eso de claro video me lo ofrecion 2 años gratis creo, pero luego me lo iban a cobrar automaticamente asi que le di de baja en su momento sin usarlo, no quiero cobros extras por este mal servicio.
rcml1980 podrias explicarme mas de como proceder para no pagar este mes por los problemas tecnicos que tengo. Me seria de mucha ayuda no pagar para poder irme a otro operador.
Es muy facil, como clientes podemos presentar reclamo por facturacion y reclamo por calidad e idoneidad del servicio cuando presentamos averias, para esto debe haber un sustento de que te has comunicado por cualquier medio y solicitaste la visita tecnica y segun lo mencionas no vinieron. (Aqui le sugiero mencionar dia/fecha/hora en el que te pusiste en contacto).
Puedes escribir al inbox de Facebook Claro Peru y solicitar se ingrese su reclamo.
Tambien lo puedes gestionar a traves del siguiente enlace: https://www.claro.com.pe/atencion-de-reclamos/, recuerda que te deben brindar el codigo de reclamo para que le hagas seguimiento.
Solo recomendarte paciencia pues tendra un tiempo de respuesta, si llega a salir infundado en 1ra instancia, tienes la opcion de apelarlo y al final este sera resuelto en 2da instancia por Osiptel, o quizas te den una solucion definitiva antes de que sea elevado la apelacion.
Buenas tardes: Tengo un problema similar, pero desde el 21csetiembre. Me cambiaron moden y aumentaron velocidad, y desde allí he tenido problemas con el Internet. Han venido 3 técnicos y me indican que no pueden dar solución a mi problema y q llame a Claro, para q envíen otros técnicos. El tiempo que tiene claro para atender un reclamo es de 3 días hábiles, contados a partir de día sgte que emites el reclamo. Si reclamas a Indecopi o en libro o de Reclamaciones Claro, tiene de 15 a 39 días, para darte una respuesta de tu reclamo. Indecopi le pide a Claro que emita un informe de tu reclamo y de allí te lo traslada. No te hagas ilusiones con Indecopi. Tienes que entender que Claro tiene un pésimo servicio y abusa con lo clientes. Y debes estar al día porque sino te cortan y te cobran penalidades.
Como mencionó otro usuario de la comunidad, aproximadamente las averías se solucionan entre 24 a 48 horas, pero debes tener claro que una avería es muy diferente a un problema que sea específico con tu servicio. Una avería afecta a todos, mientras un problema técnico probablemente solo te esté afectando a ti.
Mencionas que solicitaste una visita técnica pero que en sistema de Claro no figuraba nada...
Te comento hermano, esas cosas suceden cuando hay una mala referencia en tu domicilio o la misma dirección simplemente está errada o en el peor de los casos es por falta de contacto con el cliente. Cuando sucede eso Claro cancela esa solicitud por eso ya no figura nada pendiente.
Lo que yo te recomiendo es que te contactes al inbox del Facebook de Claro para que generes nuevamente la visita, se claro y específico con los datos de tu domicilio, espero que este problema lo puedas resolver. Ahh y me olvidaba de mencionarte es que si has estado sin servicio y tienes evidencias de que te has comunicado para reportarlo, por el mismo inbox indica ese inconveniente para que lo tengan en cuenta en tu facturación y te descuenten esos días.
no creo que hubiera problemas con mi direccion. Claramente me dijeron que se cancelo la visita tecnica porque en el sistema figura que ya se arreglo el problema internamente, dos veces solicite la visita y dos veces me respondieron lo mismo. Tuvieron la sinvergüencería de decirme que yo no solicite en ningun momento una segunda visita tecnica.
Solicite me hagan el descunto por los problemas causados y me dieron un descuento de 20 soles por tres meses. Exigi que el descuento me lo hagan en la factura de este mismo mes, ya que el problema ocurrio en este mes y no en los meses futuros.
La proxima semana doy de baja el servicio, movistar me ofrece el doble por lo que pago a claro.
para los que reciben los reclamos son 24 a 48 horas es lo que manifiestan, pero ya depende del area tecnica que le de la gana de visitar tu domicilio... yo tuve problemas con los servicios me dijeron en 24 y 48 horas, esperar sentado, paso dicha fecha que ya me registraron con la solicitud con prioridad para mi atencion, y nada de nada.. paso casi un mes en ese interin, hasta que se comunica el bendito tecnico a decirme que era yo solito con el problema que no podrian movilizarse por esa razon (una mes sin servicio) llame de nuevo a claro y me dicen que deberian ir si o si el tecnico y no deberian contestarme asi, que psaran mi solicitud con el area especializada de claro (imagino ya los mas bacancitos) me indican que en la brevedad posible me comunicaran conmigo, ya no me indican el plazo y seguir sentado a la espera de 15 dias me llaman a decirme que problema tengo en mi servicio, de nuevo relatarle la cantaleta del problema... terminado me dicen que en estos momentos saldran los tecnicos a mi domicilio que espere.. psado la media hora el mismo tecnico se comunica y me dice que: ud ha llamado a exigir que solucionen sus servicio pero le comente que por uno no podemos ir, ademas nosotros somos terceros no trabajamos para claro ahi:::: le mande a la puta de su mare y mil groserias mas!! con el indio enardecido llame a claro y pedi baja de mi servicio y altoque me pasaron con un area donde el loreo es fuerte y bonito, que te aumento gb, que te cobramos mitad de tu recibo por tres meses y mil cosas... insisti con mi baja y ahi termino el fastidio con claro....
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¿Cuál es el plazo máximo que tiene CLARO para solucionar un problema técnico?
\n
Tengo un decodificador que no funciona desde el viernes 9, dos visitas de los técnicos no vinieron porque el problema se solucionó en su sistema.
¿Cómo puedo reclamar, como puedo proceder?
El libro de reclamaciones de CLARO no funciona. Ya deje mi reclamo en indecopi. No he visto los partidos del viernes y tampoco veré los partidos de hoy.
Como puedo proceder para que no me cobren este mes y asi poder irme a otro operador.
No tener TV en dia de futbol es imperdonable.
","body@stringLength":"614","rawBody":"
¿Cuál es el plazo máximo que tiene CLARO para solucionar un problema técnico?
\n
Tengo un decodificador que no funciona desde el viernes 9, dos visitas de los técnicos no vinieron porque el problema se solucionó en su sistema.
¿Cómo puedo reclamar, como puedo proceder?
El libro de reclamaciones de CLARO no funciona. Ya deje mi reclamo en indecopi. No he visto los partidos del viernes y tampoco veré los partidos de hoy.
Como puedo proceder para que no me cobren este mes y asi poder irme a otro operador.
No tener TV en dia de futbol es imperdonable.
","kudosSumWeight":0,"postTime":"2020-10-13T11:45:11.533-05:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:hogar","text":"hogar","time":"2016-06-21T14:34:59.039-05:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:servicio tecnico","text":"servicio 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problema...","replies":{"__typename":"MessageConnection","edges":[{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8b3wxMHwxNDowLDM5OjF8MQ","node":{"__ref":"ForumReplyMessage:message:55879"}},{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8b3wxMHwxNDowLDM5OjF8Mg","node":{"__ref":"ForumReplyMessage:message:55881"}},{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8b3wxMHwxNDowLDM5OjF8Mw","node":{"__ref":"ForumReplyMessage:message:55891"}},{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8b3wxMHwxNDowLDM5OjF8NA","node":{"__ref":"AcceptedSolutionMessage:message:56000"}},{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8b3wxMHwxNDowLDM5OjF8NQ","node":{"__ref":"ForumReplyMessage:message:56021"}}],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"customFields":[]},"Conversation:conversation:55878":{"__typename":"Conversation","id":"conversation:55878","solved":true,"topic":{"__ref":"ForumTopicMessage:message:55878"},"lastPostingActivityTime":"2020-10-16T09:28:19.580-05:00","lastPostTime":"2020-10-16T09:28:19.580-05:00","unreadReplyCount":8,"isSubscribed":false},"ModerationData:moderation_data:55878":{"__typename":"ModerationData","id":"moderation_data:55878","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:55878_2":{"__typename":"Revision","id":"revision:55878_2","lastEditTime":"2020-10-13T14:42:24.946-05:00"},"CachedAsset:theme:customTheme1-1745399025379":{"__typename":"CachedAsset","id":"theme:customTheme1-1745399025379","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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Ayer y hoy he llamado y pedi que me comuniquen con un supervisor para una solucion inmediata, pero ayer como hoy igual me tienen esperando en el celular por mas de 49 minutos.
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Buen Día
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Es lamentable que no te puedan dar solución a un problema técnico, hubiera sido más practico que solicitaras un deco adicional claro, pero eso implicaría un cobro adicional, pero hubiera sido una salida más practica al problema temporal que presentabas. Luego lo suspendías y listo.
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Generalmente las averías deben ser solucionadas en 24 horas máximo y casos extremos 48 horas... salvo que sea una avería masiva en la zona como postes caídos, etc.
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Puedes presentar tu reclamo por calidad e idoneidad del servicio que junto a los reportes de avería que tienes, puedes solicitar el ajuste o reclamar la totalidad de la facturación emitida por el inbox de Facebook Claro Peru, y paralelamente si lo decides puedes pasarte a otro operador.
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Antes que tomes la decisión de corte del servicio, yo te puedo recomendar que solo los clientes que tenemos Claro Hogar TV podemos tener el beneficio de mirar todos los canales que tenemos en los decos. Verlos a través del aplicativo Claro Video, es muy bueno y recomendado y lo interesante es que lo puedes usar en 5 dispositivos distintos y disfrutar de todo. Además de por ser la primera vez en registrarte en Claro Video tienes el beneficio de Acceso a la Sección catálogo de manera gratuita por 24 meses. Solo tienes que dar Click en TV en VIVO y disfrutar del beneficio.
Espero hoy si puedas disfrutar de los partidos con la información brindad, que esperas, regístrate, actívalo y disfruta del beneficio.
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Gracias por responder.
Soy cliente de claro por muchos años.
Ahora me dicen que la visita programada de ayer para hoy no exite. en su sistema no figura ninguna programacion de visita tecnica para hoy. Lo cual ayer llame y me programaron para hoy. Esto es lamentable, en todos mis años de cliente soy testigo del pesimo servicio de atencion al cliente y soporte tecnico. Era cliente de celular por años tambien, e igual por los mismo inconvenientes me fui. Eso de claro video me lo ofrecion 2 años gratis creo, pero luego me lo iban a cobrar automaticamente asi que le di de baja en su momento sin usarlo, no quiero cobros extras por este mal servicio.
rcml1980 podrias explicarme mas de como proceder para no pagar este mes por los problemas tecnicos que tengo. Me seria de mucha ayuda no pagar para poder irme a otro operador.
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Es muy facil, como clientes podemos presentar reclamo por facturacion y reclamo por calidad e idoneidad del servicio cuando presentamos averias, para esto debe haber un sustento de que te has comunicado por cualquier medio y solicitaste la visita tecnica y segun lo mencionas no vinieron. (Aqui le sugiero mencionar dia/fecha/hora en el que te pusiste en contacto).
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Puedes escribir al inbox de Facebook Claro Peru y solicitar se ingrese su reclamo.
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Tambien lo puedes gestionar a traves del siguiente enlace: https://www.claro.com.pe/atencion-de-reclamos/, recuerda que te deben brindar el codigo de reclamo para que le hagas seguimiento.
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Solo recomendarte paciencia pues tendra un tiempo de respuesta, si llega a salir infundado en 1ra instancia, tienes la opcion de apelarlo y al final este sera resuelto en 2da instancia por Osiptel, o quizas te den una solucion definitiva antes de que sea elevado la apelacion.
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Buenas tardes: Tengo un problema similar, pero desde el 21csetiembre. Me cambiaron moden y aumentaron velocidad, y desde allí he tenido problemas con el Internet. Han venido 3 técnicos y me indican que no pueden dar solución a mi problema y q llame a Claro, para q envíen otros técnicos. El tiempo que tiene claro para atender un reclamo es de 3 días hábiles, contados a partir de día sgte que emites el reclamo. Si reclamas a Indecopi o en libro o de Reclamaciones Claro, tiene de 15 a 39 días, para darte una respuesta de tu reclamo. Indecopi le pide a Claro que emita un informe de tu reclamo y de allí te lo traslada. No te hagas ilusiones con Indecopi. Tienes que entender que Claro tiene un pésimo servicio y abusa con lo clientes. Y debes estar al día porque sino te cortan y te cobran penalidades.
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Hola hermano,
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Como mencionó otro usuario de la comunidad, aproximadamente las averías se solucionan entre 24 a 48 horas, pero debes tener claro que una avería es muy diferente a un problema que sea específico con tu servicio. Una avería afecta a todos, mientras un problema técnico probablemente solo te esté afectando a ti.
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Mencionas que solicitaste una visita técnica pero que en sistema de Claro no figuraba nada...
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Te comento hermano, esas cosas suceden cuando hay una mala referencia en tu domicilio o la misma dirección simplemente está errada o en el peor de los casos es por falta de contacto con el cliente. Cuando sucede eso Claro cancela esa solicitud por eso ya no figura nada pendiente.
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Lo que yo te recomiendo es que te contactes al inbox del Facebook de Claro para que generes nuevamente la visita, se claro y específico con los datos de tu domicilio, espero que este problema lo puedas resolver. Ahh y me olvidaba de mencionarte es que si has estado sin servicio y tienes evidencias de que te has comunicado para reportarlo, por el mismo inbox indica ese inconveniente para que lo tengan en cuenta en tu facturación y te descuenten esos días.
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Dieguin
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no creo que hubiera problemas con mi direccion. Claramente me dijeron que se cancelo la visita tecnica porque en el sistema figura que ya se arreglo el problema internamente, dos veces solicite la visita y dos veces me respondieron lo mismo. Tuvieron la sinvergüencería de decirme que yo no solicite en ningun momento una segunda visita tecnica.
Solicite me hagan el descunto por los problemas causados y me dieron un descuento de 20 soles por tres meses. Exigi que el descuento me lo hagan en la factura de este mismo mes, ya que el problema ocurrio en este mes y no en los meses futuros.
La proxima semana doy de baja el servicio, movistar me ofrece el doble por lo que pago a claro.
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para los que reciben los reclamos son 24 a 48 horas es lo que manifiestan, pero ya depende del area tecnica que le de la gana de visitar tu domicilio... yo tuve problemas con los servicios me dijeron en 24 y 48 horas, esperar sentado, paso dicha fecha que ya me registraron con la solicitud con prioridad para mi atencion, y nada de nada.. paso casi un mes en ese interin, hasta que se comunica el bendito tecnico a decirme que era yo solito con el problema que no podrian movilizarse por esa razon (una mes sin servicio) llame de nuevo a claro y me dicen que deberian ir si o si el tecnico y no deberian contestarme asi, que psaran mi solicitud con el area especializada de claro (imagino ya los mas bacancitos) me indican que en la brevedad posible me comunicaran conmigo, ya no me indican el plazo y seguir sentado a la espera de 15 dias me llaman a decirme que problema tengo en mi servicio, de nuevo relatarle la cantaleta del problema... terminado me dicen que en estos momentos saldran los tecnicos a mi domicilio que espere.. psado la media hora el mismo tecnico se comunica y me dice que: ud ha llamado a exigir que solucionen sus servicio pero le comente que por uno no podemos ir, ademas nosotros somos terceros no trabajamos para claro ahi:::: le mande a la puta de su mare y mil groserias mas!! con el indio enardecido llame a claro y pedi baja de mi servicio y altoque me pasaron con un area donde el loreo es fuerte y bonito, que te aumento gb, que te cobramos mitad de tu recibo por tres meses y mil cosas... insisti con mi baja y ahi termino el fastidio con claro....
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