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Panne de MTN – L’Arcep face au mépris des abonnés GSM au Bénin : urgence d’une régulation efficace

21 mai 2023
1 091 593 3 minutes de lecture

Au Bénin, la récente panne du réseau MTN, qui a paralysé les services essentiels tels que les transactions financières via Momo, met en évidence le mépris flagrant des réseaux GSM envers leurs clients. Les béninois habitués aux pratiques peux orthodoxes des opérateurs GSM, ont fortement critiqué cette situation sur les médias sociaux, mais on baissé pavillon après l’embellie en attendant le prochain incident. Les instances de régulation n’ont pas officiellement réagi , encore moins les  associations de défense des consommateurs quasi inexistantes au Bénin.  Seul l’opérateur a joué au pyromane et au pompier. Cette impunité persistante  fait peser d’énormes désagréments sur la vie quotidienne des abonnés, et soulève des questions sur la qualité du service fourni par ces opérateurs.

Le dysfonctionnement intervenu sur le réseau GSM  MTN au Bénin, a provoqué une situation de crise pour de nombreux abonnés qui dépendent de leurs services pour effectuer des transactions financières, communiquer et accéder à Internet. Pendant près de deux jours, le service Momo était  indisponible, laissant les utilisateurs dans l’incapacité de réaliser des actions essentielles à leur vie quotidienne. Jonas Abéni, un abonné aux services GSM, et qui a joint notre rédaction dans le désarroi,   a été confronté à une situation désastreuse lorsqu’il n’a pas pu recharger son compteur  SBEE, et a subi une perte considérable de plusieurs centaines de kilos de viande et de poisson dans la grande poissonnerie qu’il tient au quartier Agla à Cotonou.

Les commerces ont été durement touchés, beaucoup de  particuliers ont éprouvé des difficultés à recharger leur compteur électrique, et la communication a été compromise. Pendant ce temps, le concurrent Moov  épargné par ces problèmes, à continuer  à satisfaire sa clientèle. Cette panne révèle une fois de plus le mépris flagrant des réseaux GSM envers leurs clients, qui se traduit par une impunité persistante face aux conséquences de leurs défaillances techniques.

Des problèmes de service client récurrents :

La panne du réseau MTN soulève de sérieuses questions quant à la qualité du service client offert par les réseaux GSM. Les abonnés ont été confrontés à des difficultés pour contacter les services d’assistance, recevant souvent des réponses automatisées ou un manque total de réponse. Une qui  témoigne d’un mépris manifeste envers les préoccupations des clients et d’un manque de transparence dans la gestion des problèmes techniques.

Pannes fréquentes : une situation intolérable

La fréquence des pannes dans les réseaux GSM est une réalité préoccupante pour de nombreux abonnés. Les interruptions de service récurrentes affectent non seulement la communication, mais aussi les services financiers, la sécurité et les activités professionnelles. Malgré les promesses de fiabilité et de performance, les réseaux GSM au Bénin, continuent de souffrir de pannes qui entraînent d’importants désagréments pour leurs utilisateurs.

Tarifs élevés et pratiques commerciales douteuses :

Outre les problèmes techniques, les abonnés des réseaux GSM sont confrontés également à des tarifs élevés et à des pratiques commerciales douteuses. Les opérateurs de réseaux GSM ont tendance à imposer des prix exorbitants pour leurs services, limitant ainsi l’accès à la communication et à Internet pour de nombreux utilisateurs. Cette situation est d’autant plus préoccupante lorsque l’on considère que les réseaux GSM génèrent d’importants bénéfices grâce à leur large base de clients. De plus, certaines pratiques commerciales des réseaux GSM suscitent des interrogations quant à leur éthique. Des frais cachés, des offres trompeuses et des contrats opaques sont autant d’éléments qui contribuent à l’impression de mépris envers les clients. Les abonnés se sentent souvent pris au piège dans des contrats injustes et sont confrontés à des difficultés pour résilier leur abonnement ou changer de fournisseur.

La récente panne du réseau MTN au Bénin met en lumière le mépris flagrant des réseaux GSM envers leurs clients, ainsi que leur impunité persistante face aux conséquences de leurs défaillances techniques. Les problèmes de service client inefficace, les pannes fréquentes, les tarifs élevés et les pratiques commerciales douteuses sont autant de signes indéniables de ce mépris. Les abonnés méritent un service de qualité, fiable et abordable, ainsi qu’un traitement respectueux de la part des opérateurs de réseaux GSM.

Le réveil de l’ARCEP attendu :

Face aux problèmes récurrents et au mépris affiché par les réseaux GSM envers leurs clients, il est essentiel que l’Autorité de Régulation des Communications Électroniques et de la Poste (ARCEP) au Bénin prenne des mesures fermes pour assurer la protection des droits des consommateurs. En tant qu’organisme régulateur, l’ARCPE doit veiller à ce que les opérateurs de réseaux GSM respectent les normes de qualité de service, fournissent des informations transparentes sur les tarifs et les offres, et garantissent un service client efficace et réactif.

Il est impératif que l’ARCPE exerce pleinement son rôle de surveillance et d’encadrement des opérateurs de réseaux GSM. Cela inclut la mise en place de mécanismes de contrôle pour s’assurer que les réseaux fonctionnent de manière optimale, que les pannes sont résolues rapidement et que les interruptions de service sont minimisées. De plus, l’ARCPE doit veiller à ce que les opérateurs respectent les droits des consommateurs, en sanctionnant les pratiques commerciales abusives, les tarifs excessifs et les contrats opaques.

Il est temps que les réseaux GSM prennent en compte les préoccupations et les besoins de leurs clients, et cessent de faire preuve de mépris envers eux. Les utilisateurs méritent un traitement respectueux, un service fiable et des tarifs abordables. Il est temps de mettre fin à cette impunité persistante et de placer les clients au cœur des préoccupations des réseaux GSM.

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21 mai 2023
1 091 593 3 minutes de lecture

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