According to UFC-Que Choisir, mobile phone stores aren't always the best advisors. The association deployed "mystery shoppers," volunteer investigators, to operator stores. These fake customers, with specific needs such as a plan without internet for a 12-year-old child, found that 43% of advisors offered unsuitable deals. In total, 789 Bouygues Telecom, Free, La Poste, Orange, and SFR stores were visited, and all operators were singled out. to varying degrees.
La Poste Mobile and Free Mobile particularly targeted
Recently owned by Bouygues Telecom, La Poste Mobile is last in the class, with only 45% of suitable plans offered. The operator is the least efficient in terms of advice, despite generally reasonable prices.
Free Mobile stores do not do much better, with only a 51% chance of getting the right contract. At Free, advisors are pushing for the plan at 8.99 euros per month for a year (then 19.99 euros), “while an offer at 2 euros would have been enough," the association underlines. Bouygues Telecom, for its part, has a 57% success rate. Orange and SFR: mixed results. The operators Orange and SFR are doing a little better, with 64% and 61% of suitable proposals respectively. Orange, however, is criticized. for its high rates, with an average of 12.47 euros per month, while an offer at 8.99 euros (2.99 euros for six months) exists.
UFC-Que Choisir also denounces the lack of transparency on additional costs, with more than half customers billed for undisclosed costs, such as SIM cards.
Supported by edifying testimonies, the association reveals that vulnerable people, such as seniors, are the main victims. In a Bouygues Telecom store, a Norman retiree was sold a smartphone for more than 300 euros and a plan with hidden costs. The salesperson even advised him a second "simpler" phone with a "2 euros monthly for six months" subscription. At SFR, "200 GB plans at 20 euros were offered without mentioning other offers", deplores UFC-Que Choisir.
These practices are attributed to the "aggressive commercial objectives imposed on sellers", according to the association. Faced with these deceptive commercial practices, it is essential to remain vigilant and to be informed before committing. Do not hesitate to Compare offers and play the competition to find the package best suited to your needs and your budget.
Our advice to avoid pitfalls
Before going to a store or contacting your operator, carefully assess your needs. Analyze your bills to understand your consumption. Compare offers online before committing. Be aware that there is no right of withdrawal after signing in store.
Beware of overly attractive promotions and hidden fees, often relegated to the small print.
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