MVNO start-up comments on ‘lousy’ customer care from big four incumbents

15 Jun 2012

Brazilian would-be mobile virtual network operator (MVNO) Datora Telecom has lambasted the poor level of service care given by the country’s big four network operators and says customer service will be at the core of its business plan when it launches in July. In an interview with Total Telecom this week, Datora Telecom CEO Wilson Otero said that customers of Telefonica-owned Vivo Participacoes, America Movil’s Claro, TIM Brasil and Brazilian-owned Oi SA are being ‘short-changed’ when it comes to customer care. ‘Customer service is not their strength,’ he said, insisting there was room for improvement.

Datora Telecom intends to soft launch in Brazil, initially with voice services, by the end of July. Otero is quoted as saying that at launch the start-up will target employees of Porto Seguro – its partner in the MVNO venture. The reseller service will then be extended to the firm’s customers, bundling their respective offers together; for example, customers will be able to pay for their insurance through their mobile device, and find and pay for parking spaces with their phone, Total Telecom writes. Otero hopes the newcomer will become a key ‘niche player’ and is forecasting that Brazil’s MVNOs will collectively control 15 million to 17 million subscribers by 2015.