[ Diretor: Mário Frota [ Coordenador Editorial: José Carlos Fernandes Pereira [ Fundado em 30-11-1999 [ Edição III [ Ano XII

sexta-feira, 29 de junho de 2007

Livro de reclamações

"Os senhores só conhecem a palavra inflação quando pretendem aumentar o preço dos combustíveis ou a caução das garrafas"


Cumpre transcrever a troca de correspondência entre um consumidor de Serpa (Alentejo) e a GALP – Gás GPL, documentos que figuram no passo subsequente.
O diálogo epistolar é eloquente – e reflecte a forma desprezível como os consumidores são tratados.
Os consumidores não têm informação prévia acerca das condições de contratação.
Quando exigem os seus direitos, são confrontados com procedimentos esportulatórios, como os que o caso em apreciação exuberantemente revela.
É patente que quem restitui menos do que percebe, seja a que título for, comete o crime de especulação passível de pena de prisão de 6 meses a 3 anos e multa não inferior a 100 dias: pode requerer-se a desconsideração da personalidade colectiva da entidade de que se trata, para responsabilizar directamente os seus mentores. E levar a que a própria empresa seja também condenada.
Segue a correspondência:


CARTA DO CONSUMIDOR
“Sou residente em Serpa há cerca de 4 anos, e sempre fui consumidor de gás Galp, em garrafa (das azuis);
Até há cerca de 2 meses utilizava garrafas das pequenas (julgo que têm 11 k) por não possuir na anterior habitação espaço que me permitisse acomodar com segurança garrafas de maior dimensão. Para evitar compras de gás frequentes, possuía três das referidas garrafas: pelas quais tive de pagar o respectivo depósito, actualmente são 15 € por garrafa;
Recentemente mudei de residência e solicitei que me instalassem uma garrafa das grandes (julgo que têm cerca de 45 k). Paguei para o efeito, entre o custo do gás propriamente dito, o depósito da garrafa (40 €), redutores e outros materiais, cerca de 175 euros;
Alguns dias após ter efectuado a referida instalação, dirigi-me ao estabelecimento e perguntei se podia entregar a 3 garrafas pequenas que tenho em casa, uma vez que já não precisava delas;
Perguntaram-me então se ainda tinha o talão ou a factura correspondente ao depósito entregue na altura da respectiva aquisição; tendo eu respondido que não, disseram-me que nesse caso só me podiam devolver 3 (três) euros por cada garrafa!!
Então V. Exªs, quando entregam as garrafas cobram 15 euros por cada uma, sendo das pequenas, ou 40 euros, sendo das grandes, e depois quando o cliente procede à sua devolução só pagam 3 euros, ficando com um "lucro" absolutamente injustificado de 12€ por garrafa? Então dos 45 (quarenta e cinco) euros que eu entreguei a V. Exªs. propõem-se agora devolver-me 12 (doze)??
Sendo certo que a mesmíssima garrafa que eu lhes devolvo por 3 euros vai ser entregue, de seguida, a um outro qualquer cliente, ao qual V. Exªs vão cobrar novamente mais 15 euros?!
Será que os vossos clientes estão obrigados a guardar os talões correspondentes ao depósito efectuado por tempo infinito? Considero este comportamento profundamente desonesto, senão mesmo ilegal! Não percebo qual pode ser o fundamento para tal comportamento, sendo certo que nenhum prejuízo advém para V. Exªs, se pagarem aos V/ clientes pela devolução de uma garrafa, exactamente o mesmo valor que nessa data estiverem a exigir como depósito.
Considero que tal atitude revela uma profunda falta de respeito pelos V/ clientes, apenas possível porque os portugueses são um povo pacato e pouco conhecedor dos seus direitos, que na maior parte das vezes prefere pagar ou ficar com o prejuízo, do que ter de se chatear.
Por mim as coisas não ficam assim!
O esclarecimento que pretendia era se esta situação sucede apenas aqui em Serpa, ou se corresponde a uma falta de vergonha e rectidão generalizada e institucionalizada;
Se assim for, pretendo recorrer a todas as entidades ao meu alcance, nomeadamente na área da defesa do consumidor e fóruns na internet, por forma a contestar e divulgar esta situação!
Já é tempo de as empresas em Portugal encararem os consumidores como parceiros duma relação e não como meros cordeiros que podem explorar a seu bel prazer sem qualquer respeito e consideração, apenas porque o seu único objectivo é o lucro fácil e imediato. Sem outro assunto, de momento, fico a aguardar o esclarecimento solicitado.”


CONTESTAÇÃO DA EMPRESA
“Relativamente à questão descrita, passo a indicar que as garrafas de gás são sempre propriedade da Galp Gás. Atendendo ao pedido do cliente para a utilização de gás em garrafa, a última é caucionada ao primeiro, e tal como em qualquer outro bem, o cliente deverá guardar a prova da respectiva caução, a fim de poder reclamar qualquer anomalia com a garrafa, ou, por fim, obter o valor referente à caução paga no acto de devolução da garrafa.
Tendo por base o acima exposto, o procedimento para a devolução de garrafas é o seguinte:
- Se o cliente tiver o documento de caução ser-lhe-á devolvido o valor total do vasilhame;
- Se não tiver esse documento ser-lhe-á devolvido um valor de 3 euros por cada garrafa de 11, 12 e 13 kg, e de 9 euros por cada garrafa de 45 kg.
Se pretender qualquer outro tipo de informação não hesite em contactar-nos.”

RESPOSTA À CONTESTAÇÃO DO CONSUMIDOR
“A resposta dada não me surpreendeu em nada.
Como já disse anteriormente, reflecte a postura desonesta e abusadora que as grandes empresas em Portugal - com particular destaque para aquelas que foram objecto de privatização - têm vindo a adoptar a coberto do proteccionismo do Estado e situações de facto de quase monopólio.
Tendo por base o acima exposto, o procedimento a adoptar por este cliente será o seguinte:
- Proceder à devolução da garrafa de 45 kilos logo que a mesma acabe e obter o reembolso da caução prestada, enquanto ainda tenho o recibo na minha posse;
- Dirigir-me a um representante da BP, mesmo em frente a minha actual residência, e trocar as três garrafas pequenas da GALP, por garrafas de igual dimensão da BP;
- Nunca mais na minha vida comprar qualquer produto da GALP, seja gás, gasolina, ou qualquer outro;
Diga-se que apesar de viver em Serpa, costumo abastecer nas bombas da GALP, em Beja, para aproveitar a promoção que V. Exªs têm em colaboração com o Modelo. Doravante faço questão de começar a abastecer no Posto do Intermarché aqui mesmo em Serpa;
Coloco-lhes ainda uma última questão (à qual escusam de responder, pois certamente a vossa atitude torpe não vos permite qualquer resposta séria);
Se eu guardar o talão da garrafa de 45 Kg, que tenho na minha posse durante 15 anos, isso significa que no ano 2022 os senhores me irão devolver precisamente os mesmos 40 euros que eu vos entreguei no ano 2007, ou seja, os senhores só conhecem a palavra inflação quando pretendem aumentar o preço dos combustíveis ou a caução das garrafas, mas quando se trata de devolver ao cliente, aquilo que é seu por direito, tal palavra não tem qualquer significado;
Não esperava, de facto, outra atitude de V. Exªs, mas entendi que não devia deixar de manifestar o meu profundo desagrado, talvez se mais portugueses adoptassem igual comportamento os senhores não se permitissem tais faltas de respeito.”

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