{"id":274,"date":"2019-03-30T14:39:45","date_gmt":"2019-03-30T13:39:45","guid":{"rendered":"https:\/\/codesupply.co\/sit-ligula-metus-sem-eget-elementum-amet-tellus\/"},"modified":"2025-10-09T14:34:49","modified_gmt":"2025-10-09T12:34:49","slug":"relation-client-a-2-balles","status":"publish","type":"post","link":"https:\/\/www.agence-bradford.com\/inside-shopper\/relation-client-a-2-balles\/","title":{"rendered":"Une relation client \u00e0 2 balles ?"},"content":{"rendered":"

A l\u2019heure o\u00f9 marques et enseignes s\u2019\u00e9vertuent \u00e0 nous faire vivre des \u00ab exp\u00e9riences client \u00bb toutes plus \u00ab engageantes \u00bb les unes que les autres, on trouve encore quelques francs-tireurs de la relation client qui franchissent encore et sans vergogne la ligne jaune de la vente forc\u00e9e.<\/p>\n

De quoi parle-t-on ? De vieilles recettes de marketing pla\u00e7ant des livres suppos\u00e9s gratuits et que l\u2019on est somm\u00e9 de payer quelques jours plus tard ? Du tout ! On parle ici d\u2019une offre tr\u00e8s actuelle, puisqu\u2019il s\u2019agit de t\u00e9l\u00e9phonie.<\/p>\n

Les raisons de la col\u00e8re…<\/h2>\n

Quand votre op\u00e9rateur t\u00e9l\u00e9phonique, SFR pour le nommer, vous annonce dans un courrier qu\u2019il d\u00e9cide de fa\u00e7on unilat\u00e9rale \u00ab d\u2019enrichir votre offre avec des appels illimit\u00e9s pour seulement 2\u20ac de plus par mois avec effet automatique d\u00e8s le mois prochain \u00bb\u2026 On s\u2019interroge.<\/p>\n

Quand on d\u00e9couvre un peu plus loin dans le message que, pour ne pas b\u00e9n\u00e9ficier de cette offre, il faut se rendre sur une page du site avant la date de la prochaine facture\u2026 On ne s\u2019interroge plus, on s\u2019agace\u2026 Puis on cherche d\u00e9sesp\u00e9r\u00e9ment la page en question sans la trouver, et enfin, on appelle le service client pour d\u00e9verser sur une pauvre conseill\u00e8re, une col\u00e8re aussi st\u00e9rile que justifi\u00e9e. Mais en r\u00e9sum\u00e9, ne pas ouvrir ce courrier m\u2019engageait \u00e0 accepter l\u2019offre par d\u00e9faut.<\/p>\n

\"email<\/p>\n

Que dit la loi ?<\/h2>\n

La vente forc\u00e9e est interdite par le code de la consommation et par le code p\u00e9nal.<\/p>\n

Elle se traduit par le fait pour un consommateur de recevoir un bien ou un service, pour lequel il n\u2019a effectu\u00e9 aucune commande et n\u2019a jamais donn\u00e9 son consentement pr\u00e9alable \u00e0 celle-ci.<\/p>\n

Pour lutter contre cette pratique commerciale agressive, une sanction p\u00e9nale condamne les personnes physiques \u00e0 une amende de 1 500 \u20ac (article 131-13 du code p\u00e9nal). Concernant les personnes morales (les entreprises, donc), le code p\u00e9nal n\u2019est pas plus s\u00e9v\u00e8re puisque le montant de l\u2019amende pour ce type d\u2019infraction peut atteindre 7 500 \u20ac au maximum (article 131-38 du code p\u00e9nal).<\/p>\n

Une sanction civile s\u2019ajoute \u00e0 celle pr\u00e9cit\u00e9e, plus s\u00e9v\u00e8re que ces derni\u00e8res. Le code de la consommation pr\u00e9voit effectivement une amende de 300 000 \u20ac pouvant s\u2019\u00e9lever \u00e0 10% du chiffre d\u2019affaires annuel du professionnel ainsi que deux ans d\u2019emprisonnement (article L122-3 du code de la consommation).<\/p>\n

La l\u00e9g\u00e8ret\u00e9 des sanctions p\u00e9nales en regard de la rentabilit\u00e9 potentielle de ce type d\u2019op\u00e9ration est certainement une des explications \u00e0 ce genre de pratiques, pourtant d\u2019un autre temps. Des pratiques aux effets d\u00e9vastateurs dans la relation client et dont SFR semble pourtant coutumier si l\u2019on en croit les forums consacr\u00e9s \u00e0 la d\u00e9fense des consommateurs.<\/p>\n

Je mesure d\u00e9sormais que ma satisfaction client<\/a> ne vaut que 2 euros chez SFR \u2026 \u00e7a rend humble (ou donne envie de changer d\u2019op\u00e9rateur).<\/p>\n","protected":false},"excerpt":{"rendered":"

A l\u2019heure o\u00f9 marques et enseignes s\u2019\u00e9vertuent \u00e0 nous faire vivre des \u00ab exp\u00e9riences client \u00bb toutes plus \u00ab engageantes \u00bb les unes que les autres, on trouve encore quelques…<\/div>\n","protected":false},"author":4,"featured_media":795,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[17],"tags":[32,38,39],"powerkit_post_featured":[],"class_list":{"0":"post-274","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-experiences-humeurs","8":"tag-experience-client","9":"tag-relation-client","10":"tag-satisfaction-client"},"acf":[],"yoast_head":"\nUne relation client \u00e0 2 balles ? 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