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| iMeil Analiza - América Móvil - Internet |
Internet services are complete and diverse in every one of the countries where the company
has subsidiaries.
We can find from access to check account status --only with monthly contract-- to
instant message service. This service is offered, also, by its competitors, with the
characteristic that the service is restricted for some users (only their own clients can do it, as it
happens with Telefónica; or only their own monthly fee customers can send and receive messages,
as Telcel does.)
In other words, Do I have to be a MoviStar user to send a text message via internet to my brother
using the service from this company? Unfortunately... yes... uuuhhh.
Some companies allow to send messages to competitors mobile phones... but this only happens
outside Mexico. Take Peru as example, where you can send (or you could) text messages from
internet fast and with no cost. Is this possible in Mexico? Visit website and take a look yourself.
Something very common --and considered "normal" based on our experience-- is that several websites
of mobile communication companies do not have the same performance when visited using different
browsers. Some websites even not load or take a lot of time to appear when visited using Netscape.
For the test we used Netscape 7.2; Internet Explorer 6.0; Windows XP Pro; Infinitum 256 (DSL); Pentium IV @
2.4 Ghz; 512 RAM.
internet service, from a global
perspective, is very far to be considered as one with customer focus as objective: their
prepaid card users are not able to use the send/receive text messages from internet... are they being
considered as second or third class customers? Hhhmmm.
And
website goes into a continuous rerun when you visit the Press Room using Netscape. This is something
we cannot find an explanation for, since the company --we believe-- pays a lot to its own employees or
third party provider for the service (website management, development and maintenance.)
, we reiterate, needs a customer
focus. They are the ones to make the company to survive and remain in the market, and this is the
main reason to offer them the attention and service they deserve.
Although, frankly speaking, we are not surprised for this customer orientation lack, since Mexican companies
use to 'correct' instead of 'prevent'. In short, they do not have a good planning system.
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| iMeil Analiza |
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