{"id":490,"date":"2005-09-28T17:28:31","date_gmt":"2005-09-28T17:28:31","guid":{"rendered":"http:\/\/informacyde.com\/blog\/?p=490"},"modified":"2008-08-08T16:39:38","modified_gmt":"2008-08-08T14:39:38","slug":"internet-et-telephone-le-bilan","status":"publish","type":"post","link":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/","title":{"rendered":"Internet et T\u00e9l\u00e9phone : Le bilan !"},"content":{"rendered":"

\"hotlinesLes abonn\u00e9s font la gueule, et il y a de quoi !
\nNous sommes actuellement 12 millions d’abonn\u00e9s<\/strong> en France et le service des le r\u00e9pression des fraudes peut compter 8 000 plaintes. Entre facturations forc\u00e9es<\/strong>, d\u00e9connections intempestives<\/strong>, contrats aux clauses abusives<\/strong>, mais surtout, une qualit\u00e9 d’assistance t\u00e9l\u00e9phonique catastrophique<\/strong> !<\/p>\n

Hier, r\u00e9union entre le ministre de l’Industrie, Fran\u00e7ois Loos<\/strong>, et deux autres parties : Internet et T\u00e9l\u00e9phone<\/em><\/strong>, afin de faire avancer les choses et trouver un terrain d’entente entre eux et leurs abonn\u00e9s !<\/p>\n

Un des principales domaines sur lequel ils se sont pench\u00e9s, c’est la hotlines<\/strong>. Voil\u00e0 une chose qui fait hurler. Selon l’entreprise, elle est plus ou moins bonne mais le prix reste le m\u00eame : 0,34 cts\/euros<\/strong>. Mais qu’a-t-on pour ce prix ? Une attente particuli\u00e8rement longue et payante pour tomber sur un t\u00e9l\u00e9conseiller qui arrivent rarement \u00e0 r\u00e9soudre notre probl\u00e8me efficacement, pour peu qu’il soit incomp\u00e9tent.
\nApr\u00e8s on sondage : 42%<\/strong> des abonn\u00e9s jugent l’efficacit\u00e9 de l’assistance t\u00e9l\u00e9phone mauvaise, 52%<\/strong> trouvent le service peu accessible et 85%<\/strong> trouvent ce service trop cher par rapport \u00e0 la prestation fournie.<\/p>\n

Voil\u00e0 l’histoire… Mais apr\u00e8s, certaines personnes passent \u00e0 l’action. Peu de consommateurs savent qu’ils peuvent avoir recours \u00e0 la justice. Prenons l’exemple de free<\/strong>, deuxi\u00e8me fournisseur d’acc\u00e8s internet apr\u00e8s Wanadoo. Ce FAI d\u00e9bourse r\u00e9guli\u00e8rement des sommes d’argent pour indemniser des clients m\u00e9content. Bien \u00e9videmment, il ne faut pas \u00eatre press\u00e9. Dix-huit mois est l’exemple de temps d’attente avant d’\u00eatre tir\u00e9 d’affaire. Des bo\u00eetes comme Free reconnaissent certains de leur tors, et payent. Mais bon, ce n’est pas automatique. Ne penser pas attaquer d\u00e8s demain matin votre FAI ! Faite comme si je vous racontais simplement une histoire…<\/p>\n

Il y a question qu’il faut se poser dans toute cette histoire : Pourquoi les hotlines sont ce quelles sont ?<\/strong>
\nTout simplement parce que les conseillers que nous avons en ligne sont press\u00e9s. De quoi ? De raccrocher… Ils ont des primes en fonction du nombre d’heure pass\u00e9 au t\u00e9l\u00e9phone avec des clients. Par exemple, chez Free, 10 €<\/strong> de plus par jour si le conseiller arrive \u00e0 l’heure au travail, et 15 €<\/strong> de plus pour un conseiller qui d\u00e9passe les six heures et quart de communication. Le probl\u00e8me ne vient donc pas de l’incomp\u00e9tence de ces gens, car il faut quand m\u00eame pr\u00e9ciser qu’ils sont bac+2, mais plut\u00f4t du fait qu’ils d\u00e9sirent toucher le maximum d’argent, alors ils pensent plus \u00e0 eux qu’\u00e0 nous. C’est dommage mais c’est comme \u00e7a. Et \u00e7a risque de durer.<\/p>\n

Pour conclure ce dossier, regardons les \u00e9volutions promises :<\/ins><\/strong>
\n– Gratuit\u00e9 des temps d’attente mi-2006..<\/strong>
\n– Changer d’op\u00e9rateur en 10 jours maximum et garder son num\u00e9ro \u00e0 partir<\/strong>… du 1er janvier 2007 (au plus tard, le 1er avril 2007).
\n– Pas de contrats sup\u00e9rieurs \u00e0 12 mois<\/strong>. Des contrats \u00e0 plus longue dur\u00e9e existeront toujours mais ils ne seront pas mis en avant.
\n– Un mois pour r\u00e9silier<\/strong>, au lieu des deux \u00e0 trois mois actuels.<\/p>\n

Bref, encore un peu de patiente avant de voir les premi\u00e8res \u00e9volutions. Nous sommes dans un march\u00e9 plut\u00f4t nouveau (environ 10 ans), alors laissons lui le temps de mieux s’organiser…<\/p>\n","protected":false},"excerpt":{"rendered":"

Les abonn\u00e9s font la gueule, et il y a de quoi ! Nous sommes actuellement 12 millions d’abonn\u00e9s en France et le service des le r\u00e9pression des fraudes peut compter…<\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[7],"tags":[],"class_list":["post-490","post","type-post","status-publish","format-standard","hentry","category-technologie"],"yoast_head":"\nInternet et T\u00e9l\u00e9phone : Le bilan ! - Informacyde<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Internet et T\u00e9l\u00e9phone : Le bilan ! - Informacyde\" \/>\n<meta property=\"og:description\" content=\"Les abonn\u00e9s font la gueule, et il y a de quoi ! Nous sommes actuellement 12 millions d’abonn\u00e9s en France et le service des le r\u00e9pression des fraudes peut compter…\" \/>\n<meta property=\"og:url\" content=\"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/\" \/>\n<meta property=\"og:site_name\" content=\"Informacyde\" \/>\n<meta property=\"article:published_time\" content=\"2005-09-28T17:28:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2008-08-08T14:39:38+00:00\" \/>\n<meta name=\"author\" content=\"Harold\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@https:\/\/twitter.com\/informacyde\" \/>\n<meta name=\"twitter:site\" content=\"@informacyde\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Harold\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/technologie\\\/internet-et-telephone-le-bilan\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/technologie\\\/internet-et-telephone-le-bilan\\\/\"},\"author\":{\"name\":\"Harold\",\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/#\\\/schema\\\/person\\\/e7e6dfe56d697fdbf8cdc6ab587bd4a3\"},\"headline\":\"Internet et T\u00e9l\u00e9phone : Le bilan !\",\"datePublished\":\"2005-09-28T17:28:31+00:00\",\"dateModified\":\"2008-08-08T14:39:38+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/technologie\\\/internet-et-telephone-le-bilan\\\/\"},\"wordCount\":586,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/#\\\/schema\\\/person\\\/e7e6dfe56d697fdbf8cdc6ab587bd4a3\"},\"articleSection\":[\"High-Tech\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/informacyde.com\\\/blog\\\/technologie\\\/internet-et-telephone-le-bilan\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/technologie\\\/internet-et-telephone-le-bilan\\\/\",\"url\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/technologie\\\/internet-et-telephone-le-bilan\\\/\",\"name\":\"Internet et T\u00e9l\u00e9phone : Le bilan ! - Informacyde\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/#website\"},\"datePublished\":\"2005-09-28T17:28:31+00:00\",\"dateModified\":\"2008-08-08T14:39:38+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/technologie\\\/internet-et-telephone-le-bilan\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/informacyde.com\\\/blog\\\/technologie\\\/internet-et-telephone-le-bilan\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/technologie\\\/internet-et-telephone-le-bilan\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Internet et T\u00e9l\u00e9phone : Le bilan !\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/\",\"name\":\"Informacyde\",\"description\":\"High-Tech & Co - Depuis 2004\",\"publisher\":{\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/#\\\/schema\\\/person\\\/e7e6dfe56d697fdbf8cdc6ab587bd4a3\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":[\"Person\",\"Organization\"],\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/#\\\/schema\\\/person\\\/e7e6dfe56d697fdbf8cdc6ab587bd4a3\",\"name\":\"Harold\",\"logo\":{\"@id\":\"https:\\\/\\\/informacyde.com\\\/blog\\\/#\\\/schema\\\/person\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/in\\\/harold-birene-6b35a2114\\\/\",\"https:\\\/\\\/x.com\\\/https:\\\/\\\/twitter.com\\\/informacyde\"],\"url\":\"https:\\\/\\\/informacyde.com\\\/blog\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Internet et T\u00e9l\u00e9phone : Le bilan ! - Informacyde","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/","og_locale":"fr_FR","og_type":"article","og_title":"Internet et T\u00e9l\u00e9phone : Le bilan ! - Informacyde","og_description":"Les abonn\u00e9s font la gueule, et il y a de quoi ! Nous sommes actuellement 12 millions d’abonn\u00e9s en France et le service des le r\u00e9pression des fraudes peut compter…","og_url":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/","og_site_name":"Informacyde","article_published_time":"2005-09-28T17:28:31+00:00","article_modified_time":"2008-08-08T14:39:38+00:00","author":"Harold","twitter_card":"summary_large_image","twitter_creator":"@https:\/\/twitter.com\/informacyde","twitter_site":"@informacyde","twitter_misc":{"\u00c9crit par":"Harold","Dur\u00e9e de lecture estim\u00e9e":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/#article","isPartOf":{"@id":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/"},"author":{"name":"Harold","@id":"https:\/\/informacyde.com\/blog\/#\/schema\/person\/e7e6dfe56d697fdbf8cdc6ab587bd4a3"},"headline":"Internet et T\u00e9l\u00e9phone : Le bilan !","datePublished":"2005-09-28T17:28:31+00:00","dateModified":"2008-08-08T14:39:38+00:00","mainEntityOfPage":{"@id":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/"},"wordCount":586,"commentCount":0,"publisher":{"@id":"https:\/\/informacyde.com\/blog\/#\/schema\/person\/e7e6dfe56d697fdbf8cdc6ab587bd4a3"},"articleSection":["High-Tech"],"inLanguage":"fr-FR","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/","url":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/","name":"Internet et T\u00e9l\u00e9phone : Le bilan ! - Informacyde","isPartOf":{"@id":"https:\/\/informacyde.com\/blog\/#website"},"datePublished":"2005-09-28T17:28:31+00:00","dateModified":"2008-08-08T14:39:38+00:00","breadcrumb":{"@id":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/informacyde.com\/blog\/technologie\/internet-et-telephone-le-bilan\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/informacyde.com\/blog\/"},{"@type":"ListItem","position":2,"name":"Internet et T\u00e9l\u00e9phone : Le bilan !"}]},{"@type":"WebSite","@id":"https:\/\/informacyde.com\/blog\/#website","url":"https:\/\/informacyde.com\/blog\/","name":"Informacyde","description":"High-Tech & Co - Depuis 2004","publisher":{"@id":"https:\/\/informacyde.com\/blog\/#\/schema\/person\/e7e6dfe56d697fdbf8cdc6ab587bd4a3"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/informacyde.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":["Person","Organization"],"@id":"https:\/\/informacyde.com\/blog\/#\/schema\/person\/e7e6dfe56d697fdbf8cdc6ab587bd4a3","name":"Harold","logo":{"@id":"https:\/\/informacyde.com\/blog\/#\/schema\/person\/image\/"},"sameAs":["https:\/\/www.linkedin.com\/in\/harold-birene-6b35a2114\/","https:\/\/x.com\/https:\/\/twitter.com\/informacyde"],"url":"https:\/\/informacyde.com\/blog"}]}},"jetpack_featured_media_url":"","jetpack_shortlink":"https:\/\/wp.me\/piIgU-7U","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/informacyde.com\/blog\/wp-json\/wp\/v2\/posts\/490","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/informacyde.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/informacyde.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/informacyde.com\/blog\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/informacyde.com\/blog\/wp-json\/wp\/v2\/comments?post=490"}],"version-history":[{"count":0,"href":"https:\/\/informacyde.com\/blog\/wp-json\/wp\/v2\/posts\/490\/revisions"}],"wp:attachment":[{"href":"https:\/\/informacyde.com\/blog\/wp-json\/wp\/v2\/media?parent=490"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/informacyde.com\/blog\/wp-json\/wp\/v2\/categories?post=490"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/informacyde.com\/blog\/wp-json\/wp\/v2\/tags?post=490"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}