2023-10-08 02:00:00
Following the purchase of a new smartphone, a store specializing in telecoms charged me 10 euros to install an application: is this normal?
“Asking 10 euros to install an application seems like abuse to me. But we must not rush and analyze the situation before drawing any conclusions. ” This spokesperson for a famous telecoms brand assures us: “We never charge a customer for a boost as minimal as the one mentioned. No doubt the service was broader and required more time from the store employee…”
In Belgium, the various telecom operators (Proximus, Telenet, Orange, etc.) support a charter for customer service whose terms are rather formulated in terms of waiting times. Concretely, depending on the time needed to resolve a problem, the employee of a specialized store will ask for an amount fixed and announced in advance by a price list.
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While replacing a SIM card generally costs customers nothing, the entire configuration of a phone (transfer of SMS, photos, videos, etc.) can already be priced. At Proximus, for example, this service costs around 10 euros.
Finally, for longer and more specific training, linked to the operation of a mailbox or OneDrive for example, the bill can increase further and be closer to 20 euros.
“In all cases, if it is a paid option, the cost must be announced before the consumer gives their consent,” underlines the consumer association Test-Achats. Customers should therefore pay attention to the information given in advance so as not to be (too) surprised when checking out.
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