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Políticas y reglamentos

Types of maintenance offered to the customer

Maintenance: set of actions required to put a service into operation and keep it within its prescribed operating values.

Corrective maintenance: maintenance carried out after a fault has been detected and intended to return the element to a state in which it can perform a required function.

Preventive maintenance: maintenance carried out at predetermined intervals or according to prescribed criteria, aimed at reducing the probability of failure or degradation of the performance of an element.

Procedures for the resolution of complaints and claims

RE&COM will guarantee the efficient and free attention of the complaints presented by the users for deterioration in the quality of the service, undue charges, violation of the privacy and rights of the final user.

Claims Handling Procedure.

Claims may be filed by the end user or by any person, without necessarily being the aggrieved party by the fact that the claim is made.

The claim must be submitted directly to RE&COMThe decision must be made within a maximum of ten (10) calendar days. RE&COM will communicate to the user the reference number given to the complaint raised (consecutive attention code), so that the user is aware of his complaint and can follow up on the process. The presentation of the complaints will not require the elaboration of a formal document or the intervention of a lawyer, and they can be presented by any of the means previously indicated.

On his part, RE&COM will prepare a file with the corresponding data of the claim (qualities of the user, characteristics of the service provided, history of breakdowns, details of the claims, solutions proposed and others).

In case of negative or insufficient resolution or the absence of resolution by the operator or supplier, the claimant may turn to the Sutel.

Figure of delivery of terminal equipment to provide service

The customer can choose between two options:

Own equipment: In this case, the CUSTOMER can provide equipment of their own. The equipment will be previously reviewed and approved by RE&COM and its technical characteristics will be indicated on the Cover.

Subsidy option: in this case, RE&COM will provide equipment to the CLIENT, prior to the signing of a contract of minimum permanence, where the contracting parties undertake to respect and maintain unchanged the conditions originally agreed in exchange for the user receiving a real benefit, quantifiable and proportional to the period that is obliged to maintain the relationship with RE&COMTherefore, the client agrees to (i) conserve and take care of the equipment received, for which purpose, on the recommendation of RE&COMIf the equipment suffers any physical or logical damage due to electrical discharges, the CUSTOMER will assume the costs of the damage caused to the equipment RE&COM in the solution of any incident involving the equipment provided by RE&COM. Once the minimum term has expired, the equipment will become the property of the Client, however, the client may terminate the contract before the end of the term by paying RE&COM the total amount of the subsidized equipment.

Compensation and reimbursement

RE&COM has the duty to provide the contracted Services efficiently and continuously and to apply the compensations and reimbursements in case of degradation or interruption of the service with the exception of the cases that are considered exempt from responsibility according to the regulations in force. For the purposes of compensation for interruptions, RE&COM will count the outage time of the Services from the time the outage occurs until the time the Services are fully restored and return to normal operating condition. The calculation of the compensation will be carried out in the following manner, as established in the Service Provision and Quality Regulations.

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Means available to contact RE&COM for complaints, claims or any contractual issues:

Customer Service Center:

Free phone: 800 REYCOMCR ( 800-73926627 )
Office Phone: (506) 2771-1916.

Email address: servicioalcliente@reycom.cr.

Physical address: San José, Pérez Zeledón, San Isidro de El General, Barrio San Andrés.