Movistar worst-rated Mexican telco in customer support

The third largest mobile carrier in Mexico, Telefónica’s Movistar, was the worst-rated telco in terms of customer support and time spent dealing with complaints in Q1, data from regulator IFT shows.

However, the América Móvil group received the largest number of complaints.

The watchdog said that in the first quarter of this year, 7,598 complaints were registered by users of telecommunications services, an increase of 40.7% compared to the previous quarter.

Of the total, 57.4% referred to mobile telephony and 32.1% to fixed broadband. Payment issues and service failures/downtime were the main subjects of the complaints.

Seven telcos accounted for over 90% of the complaints: Telcel (América Móvil), Telmex (América Móvil), Megacable, AT&T, Movistar, Totalplay, and Izzi (Televisa).

Telcel and Telmex alone accounted for nearly half of all complaints in Q1.

Movistar dedicated an average of 13.5 working days to users’ requests, compared to 7.7 and 7.3 days at Telcel and Telmex, respectively, and to 3.9 days at AT&T, said IFT.

The Spanish-owned operator Movistar also ranked as the worst-rated telco for support, with 68.3% of clients describing its support service as bad. Next came Telcel and Telmex, with 58.5% and 50.2% of users saying their service was bad, respectively.

Megacable and AT&T performed best, with 55.4% and 54.0% of clients labeling the support they received as good, respectively.

According to IFT, Querétaro, Mexico City, and Jalisco have the most telecom complaints per 100,000 inhabitants.