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Avatar de Pthomas
Pthomas
Principiante
25-01-2021
Resuelto

¿Cómo realizar una denuncia judicial a Claro por quejas no atendidas?

El robo más grande de mi vida con Claro. 

 

Hace 3 meses atrás hice un portabilidad de Bitel a Claro, buscando un mejor servicio para realizar de manera más rápida mis actividades laborales y académicas, el primer periodo del servicio y facturación fue del 16 de noviembre al 15 de diciembre, tuve dificultades con el servicio de internet y asumí que podría ser por mi equipo móvil o por la misma cobertura. El día 16 de diciembre me entregan mi plan de 49 soles por las cuales me daban 14 GB de internet y más otros 14 GB adicionales consecuencia de portabilidad. 

 

Transcurrieron 10 días hasta el 26 de diciembre que para mí sorpresa agotó mi paquete de datos. Me comuniqué al 123 de forma repetidas hasta tener atención con una operadora que me indicó que en sus sistemas figura el uso correcto de los 28GB del paquete de datos y si no estaba conforme que debo presentar una queja.

 

El día 29 de diciembre presento mi queja por concepto calidad e idoneidad del servicio, la cual deberían responderte a partir del 4 día hábil siguiente.

 

El día 05 me llega una carta indicando que mi queja fue considerada fundada y en brevedad posible darían una solución puesto que mi persona tenía que hacer su trabajo remoto y asistir a clases virtuales.

 

Por otro lado, la facturación ya estaba emitida cual vencía el 03 de enero, pero como tenía una queja en proceso no realice el pago, pero Claro no entiende ni sabe asumir responsabilidades, sabe robar a merced a los que no se quejan a pesar de sufrir situaciones como estas que terminó suspendiendo mi señal hasta el 15 de enero, durante este tiempo aproximado de 10 días de suspensión, no utilice el servicio de manera completa, ni mensajes, ni llamadas, ni internet. 

 

El día 15 de enero realizo el pago a pesar de no tener una respuesta de Claro, puesto que necesitaba de manera urgente hacer llamada y no tenía otro teléfono.

 

Es indignante que suceda esto, saben que la responsabilidad es de Claro y hasta la fecha no me remiten mi Resolución de la queja que presenté para ir a otras instancias como OSIPTEL, pero ya tengo mi recibo emitido por un monto de 47 soles, en los detalles se ve que tengo un descuento mínimo y la vez tengo un cobro adicional por morosidad y reconexiones 9 soles.

 

Algún usuario que tuvo o tiene problemas similares ruego que me ayude para que la empresa operadora pague una multa por el servicio pésimo que nos brinda y el robo que nos hace a cada uno de nosotros.

 

Unamos quejas y unamos fuerzas.

Basta de abuso, basta de robo.

 

Espero sus ayudas. 

Muchas gracias.

 

4 Respuestas

  • Hola,

     

    Al tener tu reclamo fundado, era cuestión de días que haya un saldo a tu favor, ya que el sistema trabaja de forma automática. 

     

    Mi recomendación personal es, en cualquier entidad cancelar siempre, reclamar y esperar a los días de gestión para conocer el resultado.

     

    Si lo que deseas es escalar tu caso, por cómo se ven las cosas no va a salir a tu favor, ya que el reclamo interno salió a tu favor, si hubiera sido lo contrario pudiste dirigirte a Indecopi y hacer la "denuncia" previo pago, hay un tipo de audiencia y en 15 días máximo tendrías una resolución.

     

    Por otro lado entiendo tu molestia, ingresaste a un nuevo operador sin conocer algunos de los procesos usuales. En la Comunidad puedes solicitar recomendaciones antes, para hablar preparado ante un asesor de atención al cliente y tengas como poder sustentarlo.

     

    Esa es mi opinión, ahora, lo que podría recomendarte es que continúes el proceso de la revisión de tu reclamo con un asesor, te recomiendo que lo revises mediante el inbox del Facebook de Claro Perú.

    • Avatar de Pthomas
      Pthomas
      Principiante

      Gracias por responder,

       

      Mencionas que el sistema trabaja de forma automatica y, por lo tanto, asumo que Claro debe trabajar con un sistema y un proceso ineficiente; dado que claro nunca me dio la razon por que tuve ese problema.

       

      Entiendo tu postura, pero desde tu posicion de la familia claro siempre vas a defender la casa. en estos casos, entender y disulparse no justifica el daño ocasionado.

       

      Saludos.

      • Avatar de Stormspirt
        Stormspirt
        Leyenda

        Hola amigo, entiendo tu postura te recomiendo ya asesorarte legalmente con tus abogados y abrir un proceso judicial

         

        Cualquier usuario o asesor de claro no podrá darte ni decirte como iniciar o proceder porque ya es función de tus abogados 

         

        Con ello ya estableces una denuncia formal y puedes iniciar un proceso legal

         

        Es un derecho de toda ´persona con sus abogados iniciar un proceso 

         

        Saludos espero que ganes el juicio todo es posible en esta vida.

  • Hola hermano,

    Qué pena que hayas tenido que pasar por todo este problema, en mi experiencia te apoyo en haber puesto tu reclamo, es la única manera de ser escuchados y nos den una solución sino nos hacen caso por otros medios, siempre y cuando lo amerite que en tu caso lo fue.

     

    Lo que tengo entendido es que si tu pones un reclamo a una factura por ejemplo de mal cobro, esa factura como está en un proceso de observación, no tendrías que pagarla, pero si las siguientes.

     

    En tu caso como tu reclamo ha sido por la calidad del servicio, las facturas seguirían emitiéndose hasta que te den la resolución con una respuesta, que si  fuera descontar algún monto, quizás sería en otra factura.

     

    Por otro lado, los tiempos de atención de una respuesta por parte de una resolución pueden tardar hasta 30 días, lo que sí podrías hacer es el seguimiento, yo por experiencia no recomiendo el 123, yo siempre me comunico por el ClaroBot, así que mi recomendación es que solicites apoyo por ese medio.

    Dieguin.

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realizar una denuncia judicial a Claro por quejas no atendidas?","id":"message:61134","revisionNum":2,"repliesCount":4,"author":{"__ref":"User:user:119706"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:Equipos"},"conversation":{"__ref":"Conversation:conversation:61134"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:61134"},"body":"

El robo más grande de mi vida con Claro. 

\n

 

\n

Hace 3 meses atrás hice un portabilidad de Bitel a Claro, buscando un mejor servicio para realizar de manera más rápida mis actividades laborales y académicas, el primer periodo del servicio y facturación fue del 16 de noviembre al 15 de diciembre, tuve dificultades con el servicio de internet y asumí que podría ser por mi equipo móvil o por la misma cobertura. El día 16 de diciembre me entregan mi plan de 49 soles por las cuales me daban 14 GB de internet y más otros 14 GB adicionales consecuencia de portabilidad. 

\n

 

\n

Transcurrieron 10 días hasta el 26 de diciembre que para mí sorpresa agotó mi paquete de datos. Me comuniqué al 123 de forma repetidas hasta tener atención con una operadora que me indicó que en sus sistemas figura el uso correcto de los 28GB del paquete de datos y si no estaba conforme que debo presentar una queja.

\n

 

\n

El día 29 de diciembre presento mi queja por concepto calidad e idoneidad del servicio, la cual deberían responderte a partir del 4 día hábil siguiente.

\n

 

\n

El día 05 me llega una carta indicando que mi queja fue considerada fundada y en brevedad posible darían una solución puesto que mi persona tenía que hacer su trabajo remoto y asistir a clases virtuales.

\n

 

\n

Por otro lado, la facturación ya estaba emitida cual vencía el 03 de enero, pero como tenía una queja en proceso no realice el pago, pero Claro no entiende ni sabe asumir responsabilidades, sabe robar a merced a los que no se quejan a pesar de sufrir situaciones como estas que terminó suspendiendo mi señal hasta el 15 de enero, durante este tiempo aproximado de 10 días de suspensión, no utilice el servicio de manera completa, ni mensajes, ni llamadas, ni internet. 

\n

 

\n

El día 15 de enero realizo el pago a pesar de no tener una respuesta de Claro, puesto que necesitaba de manera urgente hacer llamada y no tenía otro teléfono.

\n

 

\n

Es indignante que suceda esto, saben que la responsabilidad es de Claro y hasta la fecha no me remiten mi Resolución de la queja que presenté para ir a otras instancias como OSIPTEL, pero ya tengo mi recibo emitido por un monto de 47 soles, en los detalles se ve que tengo un descuento mínimo y la vez tengo un cobro adicional por morosidad y reconexiones 9 soles.

\n

 

\n

Algún usuario que tuvo o tiene problemas similares ruego que me ayude para que la empresa operadora pague una multa por el servicio pésimo que nos brinda y el robo que nos hace a cada uno de nosotros.

\n

 

\n

Unamos quejas y unamos fuerzas.

\n

Basta de abuso, basta de robo.

\n

 

\n

Espero sus ayudas. 

\n

Muchas gracias.

\n

 

","body@stringLength":"2807","rawBody":"

El robo más grande de mi vida con Claro. 

\n

 

\n

Hace 3 meses atrás hice un portabilidad de Bitel a Claro, buscando un mejor servicio para realizar de manera más rápida mis actividades laborales y académicas, el primer periodo del servicio y facturación fue del 16 de noviembre al 15 de diciembre, tuve dificultades con el servicio de internet y asumí que podría ser por mi equipo móvil o por la misma cobertura. El día 16 de diciembre me entregan mi plan de 49 soles por las cuales me daban 14 GB de internet y más otros 14 GB adicionales consecuencia de portabilidad. 

\n

 

\n

Transcurrieron 10 días hasta el 26 de diciembre que para mí sorpresa agotó mi paquete de datos. Me comuniqué al 123 de forma repetidas hasta tener atención con una operadora que me indicó que en sus sistemas figura el uso correcto de los 28GB del paquete de datos y si no estaba conforme que debo presentar una queja.

\n

 

\n

El día 29 de diciembre presento mi queja por concepto calidad e idoneidad del servicio, la cual deberían responderte a partir del 4 día hábil siguiente.

\n

 

\n

El día 05 me llega una carta indicando que mi queja fue considerada fundada y en brevedad posible darían una solución puesto que mi persona tenía que hacer su trabajo remoto y asistir a clases virtuales.

\n

 

\n

Por otro lado, la facturación ya estaba emitida cual vencía el 03 de enero, pero como tenía una queja en proceso no realice el pago, pero Claro no entiende ni sabe asumir responsabilidades, sabe robar a merced a los que no se quejan a pesar de sufrir situaciones como estas que terminó suspendiendo mi señal hasta el 15 de enero, durante este tiempo aproximado de 10 días de suspensión, no utilice el servicio de manera completa, ni mensajes, ni llamadas, ni internet. 

\n

 

\n

El día 15 de enero realizo el pago a pesar de no tener una respuesta de Claro, puesto que necesitaba de manera urgente hacer llamada y no tenía otro teléfono.

\n

 

\n

Es indignante que suceda esto, saben que la responsabilidad es de Claro y hasta la fecha no me remiten mi Resolución de la queja que presenté para ir a otras instancias como OSIPTEL, pero ya tengo mi recibo emitido por un monto de 47 soles, en los detalles se ve que tengo un descuento mínimo y la vez tengo un cobro adicional por morosidad y reconexiones 9 soles.

\n

 

\n

Algún usuario que tuvo o tiene problemas similares ruego que me ayude para que la empresa operadora pague una multa por el servicio pésimo que nos brinda y el robo que nos hace a cada uno de nosotros.

\n

 

\n

Unamos quejas y unamos fuerzas.

\n

Basta de abuso, basta de robo.

\n

 

\n

Espero sus ayudas. 

\n

Muchas gracias.

\n

 

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¿Cómo realizar una denuncia judicial a Claro por quejas no atendidas?","moderationData":{"__ref":"ModerationData:moderation_data:61137"},"body":"

Hola,

\n

 

\n

Al tener tu reclamo fundado, era cuestión de días que haya un saldo a tu favor, ya que el sistema trabaja de forma automática. 

\n

 

\n

Mi recomendación personal es, en cualquier entidad cancelar siempre, reclamar y esperar a los días de gestión para conocer el resultado.

\n

 

\n

Si lo que deseas es escalar tu caso, por cómo se ven las cosas no va a salir a tu favor, ya que el reclamo interno salió a tu favor, si hubiera sido lo contrario pudiste dirigirte a Indecopi y hacer la \"denuncia\" previo pago, hay un tipo de audiencia y en 15 días máximo tendrías una resolución.

\n

 

\n

Por otro lado entiendo tu molestia, ingresaste a un nuevo operador sin conocer algunos de los procesos usuales. En la Comunidad puedes solicitar recomendaciones antes, para hablar preparado ante un asesor de atención al cliente y tengas como poder sustentarlo.

\n

 

\n

Esa es mi opinión, ahora, lo que podría recomendarte es que continúes el proceso de la revisión de tu reclamo con un asesor, te recomiendo que lo revises mediante el inbox del Facebook de Claro Perú.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"218","kudosSumWeight":0,"postTime":"2021-01-25T14:21:35.342-05:00","lastPublishTime":"2021-01-26T13:34:31.651-05:00","metrics":{"__typename":"MessageMetrics","views":3105},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:preguntas/community:xnuvx57277board:Equipos/message:61134/message:61137","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8b3wzfDE0OjAsMzk6MXwx","node":{"__ref":"ForumReplyMessage:message:61139"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:61139":{"__typename":"ModerationData","id":"moderation_data:61139","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"User:user:57152":{"__typename":"User","id":"user:57152","uid":57152,"login":"Stormspirt","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2018-12-21T14:37:43.113-05:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://comunidad.claro.com.pe/t5/s/xnuvx57277/images/dS01NzE1Mi05MzM1aTlFOTAyRkY4QUM0OUIzOEE"},"rank":{"__ref":"Rank:rank:29"},"entityType":"USER","eventPath":"community:xnuvx57277/user:57152"},"ForumReplyMessage:message:61139":{"__typename":"ForumReplyMessage","uid":61139,"id":"message:61139","revisionNum":1,"author":{"__ref":"User:user:119706"},"readOnly":false,"repliesCount":1,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Equipos"},"parent":{"__ref":"ForumReplyMessage:message:61137"},"conversation":{"__ref":"Conversation:conversation:61134"},"subject":"Re: ¿Cómo realizar una denuncia judicial a Claro por quejas no atendidas?","moderationData":{"__ref":"ModerationData:moderation_data:61139"},"body":"

Gracias por responder,

 

Mencionas que el sistema trabaja de forma automatica y, por lo tanto, asumo que Claro debe trabajar con un sistema y un proceso ineficiente; dado que claro nunca me dio la razon por que tuve ese problema.

 

Entiendo tu postura, pero desde tu posicion de la familia claro siempre vas a defender la casa. en estos casos, entender y disulparse no justifica el daño ocasionado.

 

Saludos.

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Hola amigo, entiendo tu postura te recomiendo ya asesorarte legalmente con tus abogados y abrir un proceso judicial

\n

 

\n

Cualquier usuario o asesor de claro no podrá darte ni decirte como iniciar o proceder porque ya es función de tus abogados 

\n

 

\n

Con ello ya estableces una denuncia formal y puedes iniciar un proceso legal

\n

 

\n

Es un derecho de toda ´persona con sus abogados iniciar un proceso 

\n

 

\n

Saludos espero que ganes el juicio todo es posible en esta vida.

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Hola hermano,

Qué pena que hayas tenido que pasar por todo este problema, en mi experiencia te apoyo en haber puesto tu reclamo, es la única manera de ser escuchados y nos den una solución sino nos hacen caso por otros medios, siempre y cuando lo amerite que en tu caso lo fue.

\n

 

\n

Lo que tengo entendido es que si tu pones un reclamo a una factura por ejemplo de mal cobro, esa factura como está en un proceso de observación, no tendrías que pagarla, pero si las siguientes.

\n

 

\n

En tu caso como tu reclamo ha sido por la calidad del servicio, las facturas seguirían emitiéndose hasta que te den la resolución con una respuesta, que si  fuera descontar algún monto, quizás sería en otra factura.

\n

 

\n

Por otro lado, los tiempos de atención de una respuesta por parte de una resolución pueden tardar hasta 30 días, lo que sí podrías hacer es el seguimiento, yo por experiencia no recomiendo el 123, yo siempre me comunico por el ClaroBot, así que mi recomendación es que solicites apoyo por ese medio.

Dieguin.

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