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We won against Mobistar … finally

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After several months of fighting Mobistar to enforce consumers’ rights, we finally won. The ombudsman ruled in our favor but Mobistar’s bad practices remained.

We eventually sent a registered mail to Mobistar CEO and, guess what, a few weeks letter we got a letter with A3 posters in it. Those A3 posters were designed by Mobistar legal department to inform all salespeople of consumers’ rights and in particular of the legal 24-month warranty period. It is unbelievable that a consumer must start a legal action to enforce other consumers’ rights because a leading player in the industry is not respecting the law. But if it must be like that you can count on us …

Here’s one of the famous posters that Mobistar will soon have to learn by heart. There’s no doubt anymore: the warranty is 24 months even on accessories. Keep it in mind and show this post to the Mobistar employee if he/she refuses to comply with the law.


My take:

Here’s a tip that I have confirmed through several qualitative interviews with marketing managers in large companies. If your complaint is blocked somewhere or if you don’t get an answer, write directly to the company’s CEO. Large companies have usually procedures that require that such complaint be dealt with by a special department or customer representative and that results be communicated back to the CEO. If your complaint is justified you’ll get a proper redress.

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Author: Pierre-Nicolas Schwab

Dr. Pierre-Nicolas Schwab is the founder of IntoTheMinds. He specializes in e-commerce, retail and logistics. He is also a research fellow in the marketing department of the Free University of Brussels and acts as a coach for several startups and public organizations. He holds a PhD in Marketing, a MBA in Finance, and a MSc in Chemistry. He can be contacted by email, Linkedin or by phone (+32 486 42 79 42)

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