Bulgarians angry with mobile operators, yet approve of Internet service

published on 11/7/11 12:48 PM

Photo: EPA/BGNES

This year’s survey of customers’ attitude to goods and services in the European Union revealed a few surprising facts, Bogomil Nikolov, executive director of the Active Consumers NGO told Radio Bulgaria. He spoke in particular of the reactions of the Bulgarian respondents. The Bulgarians are still dissatisfied with the services provided by monopolists such as the utilities. However, a novelty finding is the dramatic loss of trust in domestic mobile operators. Equally surprising is the high rate of satisfaction with Internet providers.

“Apparently there are spheres, such as the provision of Internet services, which are brand new and therefore have not inherited the bad practices of the past, unlike the central heating utility, where it would take a lot of efforts and good will to change the existing system into a socially acceptable one,” Bogomil Nikolov explains. “Over the past 10-15 years the state fails to undertake the required regulations regarding the utilities. On the other hand, in the field of new technologies, such as the Internet, there is greater competition than in West Europe. This leads to a bigger difference in the consumers’ attitude. In Bulgaria the so-called cable providers of Internet and TV programmes are very flexible, and offer very good quality service at a very reasonable price. This year the most remarkable change is the breach of trust in mobile operators, Bulgaria has plummeted to the bottom of the chart in the Union from 10th place. The reason for this is the charging of non-existent bills by mobile operators.”

Bulgarians approve a great deal more than the averahe EU resident their current accounts, life insurances and garden and home maintenance services.

“Bulgarians do not experience the kind of problems West Europeans have with current accounts,” Mr. Nikolov argues. “There, consumers had to suffer heavy increases in the fees for the serving of their current accounts. People simply have no explanation why the fee for a routine bank transaction had to jump threefold in 2-3 years. Life insurances are not that popular unlike car insurances, where people have met with disloyal treatment on the part of the insuring companies, when damage has to be covered.”

As far as banks are concerned, the greatest amount of distrust goes to mortgage credits. The respondents have expressed satisfaction with air transportation, beauty salons, as well as with culture and entertainment.

What is the situation with commodities markets in Bulgaria?

“The Bulgarians are most pleased with the distribution of newspapers, magazines and books, followed by the sales of glasses,” Bogomil Nikolov replies.” Fuels and second-hand cars are at the bottom of the chart. As regards fuels people fear probably that they are mixed with some kind of admixtures or diluted with water, which makes them less efficient. Whereas with second-hand cars the problem is that they cannot be certain of their quality,” Bogomil Nikolov, executive director of the Active Consumers non-governmental organization, says in conclusion.

English version by Radostin Zhelev

По публикацията работи: Maria Dimitrova

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Bulgarians angry with mobile operators, yet approve of Internet service

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