Con la reactivación económica, la compra y venta por internet se volvieron prácticas comunes durante el estado de emergencia. Sin embargo, también se han registrardo numerosas quejas por la demora en la entrega de productos.
Frente a eso, ¿qué protección recibe el usuario?
Aquellos que hicieron una compra en línea y recibieron sus productos con retrasos en la fecha por el proveedor o si recibieron parte de los productos pagados, pueden ser compensados si presentan un reclamo.
Así lo aseguró Wendy Ledesma, directora de la Autoridad Nacional de Protección del Consumidor del Indecopi.
“Al haber un incumplimiento del contrato en el plazo de entrega ofrecido por el proveedor, el consumidor podría exigir una reparación. Al tener un daño en la expectativa del consumidor, el proveedor a veces da vales, boletos de consumo, etcétera ”, dijo a Gestión.
Ledesma indicó que entregar «un vale de consumo posterior sería la medida más óptima» para las partes, pues esto permite a la empresa mantener una relación con el cliente y se evita afectar su liquidez.
El tiempo
La directora del Indecopi indicó que los plazos de entrega forman parte del contrato entre el proveedor y el consumidor.
Por eso, de no incumplir con las fechas «se está afectando el derecho del consumidor”, crítico.
En ese sentido, agregó que si el consumidor no hubiera tenido esa expectativa sobre la fecha de entrega, podría haber ido con otro proveedor. “Se está dañando también al competidor que sí pudo haber entregado el producto a tiempo”, anotó.
¿Cómo hacer el reclamo virtual?
El consumidor puede presentar su reclamo ante la empresa proveedora, pero si no ofrece un canal de atención o su respuesta es insatisfactoria, puede acudir al Indecopi.
Sin embargo, el consumidor no requiere reclamar primero ante el proveedor para luego poder acudir al Indecopi, sino que puede presentar su reclamo directamente en esta entidad.
Los usuarios pueden presentar su reclamo virtual en Indecopi de forma gratuita, haciendo clic en este enlace , tras lo cual se puede iniciar un proceso administrativo sancionador.
De encontrar responsabilidad en el proveedor, este puede recibir desde una amonestación hasta una multa de casi S/1,935,00 (450 UIT)
El Indecopi registró que las personas cuentan con las líneas telefónicas a través del ‘Servicio de Atención al Ciudadano’ 224-7777, para Lima, y el 0800-4-4040, para regiones. Y el correo sacreclamo@indecopi.gob.pe para la recepción de consultas y reclamos.
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