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От: Татяна Бочева

Град: Русе


На 16.08.2013г. служителка на ВИК-Русе трябваше да отчете показанията на водомерите във входа, в който аз живея в апартамент на първия етаж. В указания от ВИК-Русе часови интервал, по време на който трябваше да се извърши отчета, аз си бях вкъщи. Служителката на ВИК позвъни на домофона на моето семейство и аз отворих без лично да се срещна с нея. Понеже знам,че отчитането започва от последния етаж стоически чаках служителката да стигне и до моя апартамент, но измина повече от час и това не се случи.

Тогава вече напуснах апартамента, защото имах работа за вършене. На излизане разбрах от съседите, че служителките са били две и вече са напуснали входа, т.е. на вратата на моя апартамент никой не беше позвънил. Същата вечер си видях показанията на водомера и реших да ги подам на интернет страницата на ВИК-Русе. Освен това на 19.08.2013г. мой близък предаде същите показания на гише „Информационния център” на ВИК-Русе,намиращ се в гр.Русе на улица „ Цариград”7. Изразходваните кубици бяха 10. Въпреки действията от моя страна, когато получих сметката видях, че служебно са ми написани 16 кубика лично потребление и около 9 кубика от общия водомер на входа, и така сметката ми възлизаше на 56 лева – на абонатите с по-голямо потребление се начисляват повече кубици от общ водомер. При следващото отчитане ми бяха приспаднати надписаните 6 кубика, но според мен трябваше да има корекция и на кубиците от общия вовдомер Бях несъгласна с нередностите от страна на ВИК-Русе и затова на 17.09.2013г. подадох жалба в същото дружество, в която изложих своите оплаквания. От там ми казаха да чакам един месец за отговор, който трябваше да получа в писмо по пощата. Отмина доста време и такъв отговор не се получаваше. Затова на през месец януари 2014г. през сайта на ВИК-Русе пуснах запитване какво се случва с моята жалба. Тогава на e-mail-а си получих следният отговор от ПР на дружеството: „Уважаема госпожо, Моля да ни извините, но по някаква причина Вашето писмо с входящия номер, който цитирате от септември‘2013, е било изгубено в деловодството ни. Моля да ми споделите проблема си тук, по мейла. Обещавам Ви да организирам разглеждането на проблема Ви веднага. С извинения за причиненото неудобство, Мариана Станева PR ВиК ООД – Русе тел: 082 501 522, 082 820 195 факс: 082 820 208 e-mail: pr@vik-ruse.com web: www.vik-ruse.com ” В търсене на истината аз й пресъздадох текста на жалбата по електронната поща и ПР-ката ми отговори по следният начин: ”Здравейте отново, госпожо Бочева, По изпратената повторно от Ваша страна жалба извършихме проверка. Поради факта, че все пак са минали няколко месеца от описаните от Вас събития, конкретика по случая, в който на Вашата врата не е било позвънено, липсва. Това, разбира се, не омаловажава случая. Потвърждавам от името на ръководството на ВиК ООД – Русе, че отчетниците ни имат точни и пространно разписани инструкции какви стъпки да следват по време на отчет и в какво се изразяват задълженията им. Това, че безполезно сме загубили от времето Ви, е укоримо. В същото време потвърждавам, че от Ваша страна са подадени двукратно данните на следващия ден – през сайта ни и на място , в Информационния ни център. Въпрос очевидно на лоша организация от наша страна и небрежност е, че не сме ги отразили. Разглеждайки партидата Ви обаче е видно, че по време на следващия отчет тези служебно начислени в повече кубици са били изразходени от Вас и са вписани реалните показания на уреда. Това, което остава в повече за Вас, е разпределената разлика от общ водомер, която точно в този месец е била налична и от която голям дял се е паднал на вашето домакинство. Става въпрос обаче за 3-4 кубика в повече от това, което щяхте да имате, ако бяха отразени реалните десет кубика (вместо 16). Това няма как да коригираме, защото не касае личния Ви уред, а партидите на всички в сградата и не можем да върнем данните назад. Уверявам Ви, че Вашия сигнал стана повод сериозно да преразгледаме организацията си на работа, която очевидно имаше пропуски. На отчетничките, ангажирани със случая, бяха поискани обяснения и впоследствие бяха наложени административни наказания. Моля още веднъж да приемете извиненията ни за проявената небрежност. Мариана Станева PR ВиК ООД – Русе тел: 082 501 522, 082 820 195 факс: 082 820 208 e-mail: pr@vik-ruse.com web: www.vik-ruse.com ” Понеже този отговор не ме удовлетворява, въпросът ми към Вас е дали имам право да съдя ВИК-Русе за това, че не съм получила отговор на писмената жалба от 17.09.2013г., за която имам документ с входящ номер, дата и печат на дружеството? Междувременно перипетиите с горепосоченото дружество продължават: Миналия месец при поредното отчитане на водомерите инкасаторката отново не е позвънила на вратата на жилището ми и мой близък случайно я вижда като си тръгва. Той я догонва и я връща тя да си свърши работата,т.е. да отчете данните от водомера. Този месец при отчитането аз си бях вкъщи и поисках от служителките (инкасатор и инспектор за района) документи за легитимация. Тя нямаше такъв в себе си и се наложи да чакам около 5 минути да отиде да го вземе. След което станах свидетел на коментари между въпросната инспекторка и други служители на дружеството за тази ситуация, т.е. чудя се къде е конфиденциалността с личните данни. Ще Ви бъда благодарна, ако ми дадете искрица надежда, че има начин да осъдя ВИК-Русе за някоя от нередностите, защото всички монополи ежедневно извъшват нередности спрямо потребителите, но за съжаление много от хората нямаме финансова възможност да потърсим правата си по съдебен път.

Благодаря предварително!


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