Monthly Archives: November 2013

Few things to learn before you visit Ecuador.

Few things to learn before you visit and move to Ecuador

I will like to share this article so you can be careful when planning a trip to Ecuador. This beautiful country has a lot of real good reliable local services and professionals, always double check when you search online that you deal with a trusted professional or company. Read on and get you own conclusions…

Original Blog commented previously here : www.iroamtheworld.blogspot.com (Ecuafriendly was anything but…)

Lack of Customer Service in Ecuador

It is well worth checking out the original blog.

Personally, I think this Customer complain should have had a reasonable public online solution, given the differences in opinion. I have heard the business owner side of the story and value their say, (Check at the end an email send to me from the business owners), but I can only add that they need a lot of interpersonal skills improvement after the laud tone use by the gentleman on a phone call made to me and the tone use in their email.

There is well known mantra about the customer always being right… though I might say, customers can sometimes be wrong about all kinds of things. Businesses need to consider how they should respond in the event that people complain noisily, in public, about things that – from the business’s perspective – seem unfair or unreasonable.

Let’s remind ourselves of why consumers use worldwide social media channels for customer service: it is because traditional customer service is not set in place and creating a solution.

It’s so much easier for consumers to complain in public, via channels that they’re already using, than to spend more money on phone calls. I know at times customers can be (totally) unreasonable, but I for one am delighted that in Ecuador there are finally online channels were businesses are finally called out in the public.

Any sane business-minded person knows that the key to long-term profitability is customer retention. That requires quality service, on top of quality products / services / pricing. The substandard service provided by many service providers here in Ecuador are not – repeat not – the consumer’s fault. It is a local cultural business decision to provide poor service. Dress it up any way you want, but that’s what it is. And many expats and foreigners running businesses in Ecuador do take advantage of that fact.

Service is one area that every business should consider investing in. It can be a real differentiator. Consumers demand good service, and they’ll always want to choose the path of least resistance. This is why social media has, for lots of companies, become all about service.

It’s a bit like blogging. Not everybody is going to agree with you, or like your article. And that’s just fine, but if you firmly believe something and then try to pacify or suck up to those with opposing views then I think you’re doing it all wrong.

In Ecuador disgruntled customer do not complaint due to:

  • They don’t think that anyone in the company cares.
  • They don’t know where to register their dissatisfaction.
  • They’re embarrassed to say anything because they know the owner.

And most travelers, expats, retirees or any other foreigner in Ecuador do not know that there are new government venues were you could get help and resolve problems with companies and service providers. Please do not be afraid about the language barrier, one great thing about Ecuador is that you will find many locals that speak English since they study or do business overseas, or in the worse case they will find a person to help you out with the language.

Official sites that can help you:

Ecuador Government Office that deals with consumers issues: www.industrias.gob.ec/programa-de-proteccion-de-defensa-del-consumidor/

Local Lawyers buffet blog: new-consumer-protection-law-ready-for-first-debate

Check for Business or Professional  RUC number in Ecuador

The only way we could transparent all businesses here in Ecuador is to ask if they are legal local IRS contributors, a register business or professional, or work with a legit company. Every business person or company has to provide you with a bill or receipt detailing its RUC number and all yours and theirs contact information. Also you have to check the date of the RUC since they expire every 6 moth to a year.

Unique Registry of Contributors (RUC) for business and persons in Ecuador IRS

The RUC constitutes of a number of identification of all the natural people and societies that are subject of tributary obligations. Through the certificate of the RUC (inscription document), the contributor is in capacity to suitably know their tributary obligations.

The natural people or societies, have two initial obligations with the Service of Internal Rent :

  1. To obtain the Unique Registry of Contributors, unique document that describes and enables you to legally carry out commercial transactions.
  2. The contributors must register themselves to the RUC within thirty working days from beginning their activities.
  3. To update the RUC with any changes from the original data. The contributor will have to make these updates within the thirty working days from the date of the change.

I have my professional RUC here in Ecuador, since I provide Commercial Services to different Local Real Estate developers.

Just one more thing for business owners here in Ecuador, I am including the Ecuadorian Consumer Law Reform Bill, it is in Spanish, since your business is in Ecuador you must be able to read and understand it.

Ley Orgánica de Defensa del Consumidor

El registro. Según la Ley Orgánica de Defensa del Consumidor, las empresas en el país están obligadas a registrar las quejas de los clientes. Para ello, deben llevar un libro de quejas y reclamaciones. El registro de los inconvenientes puede ser físico o magnético y debe estar a disposición del cliente de un bien o producto. De acuerdo con la norma, este es uno de los derechos del consumidor.

La autoridad.  De acuerdo con esta misma norma, la Defensoría del Pueblo, conoce y se pronuncia motivadamente sobre los reclamos y las quejas, que presente cualquier consumidor. Este puede ser nacional o extranjero, que resida o esté de paso en el país y que considere que ha sido directa o indirectamente afectado por la violación o inobservancia de los derechos fundamentales del consumidor.

El reclamo.  Cuando existe una inconformidad con un servicio o un bien, los consumidores pueden iniciar un proceso judicial si no están conformes con un servicio o producto de acuerdo a lo establecido en la ley: producto dañado, publicidad engañosa, servicios defectuosos, suspensión injustificada del servicio, etc. Aunque se establece la posibilidad de llegar a acuerdos negociados.

La asesoría.  Las asociaciones de consumidores tienen la potestad de representar a los consumidores en este tipo de quejas ante proveedores o a través de la vía legal. La Tribuna del Consumidor por el momento solo brinda asesoría en estos temas. “Somos privados sin fines de lucro y no tenemos una persona encargada de eso por falta de recursos”, dice María José Troya de esta organización.

La respuesta.  La ley señala que los consumidores tendrán derecho, además de la indemnización por daños y perjuicios ocasionados, a la reparación gratuita del bien, o cuando no sea posible, a su reposición o a la devolución de su precio en 30 días, si el reclamo ocurrió en el período de garantía del bien, si no es apto para el uso o consumo, o si el contenido del un producto es inferior al ofrecido.

Sanciones.  La Ley de Defensa del Consumidor prevé multas de hasta USD 4 000 por publicidad engañosa. Si no restituyen un bien deteriorado podría ser sancionado con la clausura temporal o definitiva del establecimiento. En tanto, la multa por servicios defectuosos, ineficaces o que no se ajusten a lo acordado es de USD 500, además de la indemnización al cliente, entre otras.

REFERENCE; Diario EL COMERCIO,  http://www.elcomercio.com/negocios/Ecuador-negocios-consejos-clientes-quejas-servicios_0_1009699070.html.

I am in the process of helping a friend getting his money back from a service provider here in Ecuador that completely disappear after getting the first money wire. Once we get this resolve, I will get you all the details for you to be prepare, for now, do not trust anybody that request you to send money by wire or transfer to Ecuador without real background checking. I believe this applies all over the world…

Ecuador has a lot of future, Latin culture it is really interesting!

———————————————

Original email

to:

 “Lina Landivar (linalandivar@ecuadorservices.org)” <linalandivar@ecuadorservices.org>

cc:

date:

 Fri, Dec 27, 2013 at 10:34 AM

subject:

 A comment regarding your blog post – from …………….

 

Lina,

My name is ………………… . My husband is ………………… .
We have never met, so I am curious why you would re- post this article to your blog: 

https://ecuadoroverseasservices.wordpress.com/2013/11/07/few-things-to-learn-before-you-visit-ecuador/

The article that you felt compelled to repost was written 3 years ago by a man that tried to mislead and defraud us of rent money due when he stayed at our place in Olón.

The article is fraught with lies , scurrilous and libelous information (really, Todd and I are stealing underwear from guests????  – come on…).
Did you make any attempt to verify any of these facts with either him – or us – before deciding it was worth reposting on your blog?

You don’t know us.  We enjoy stellar reputations, and a great deal of influence in the Olón area, and feel that your only purpose in publishing this was to malign us/and or ride on our coat tails  in order to attract attention to your site (that has garnered 3400 hits).  Or perhaps you have another agenda of which we are not aware.

I’m curious how you would feel if I were to post something similar on my blog ( …………………………………….. ) that included unsubstantiated comments about you.
My blog, by the way has over 57,000 page views, so it reaches a much wider audience than yours. 

Requesting that you retract/delete that post and an apology is in order.

PERSONAL NOTE: Names and business have been blackout as a courtesy so it will not bring their online blog hits to this blog. Anybody could check the original post that I had re-posted here: http://iroamtheworld.blogspot.com/2011/03/ecuafriendly-was-anything-but.html

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