At the end of May, the Consumers’ Association called on the platform to take action. For example, the compensation Viaplay can give would be a price reduction for the period that the streaming service did not work properly. Consumers can also choose to terminate their subscription and receive a refund.
Viaplay did say that it should be clear that the problems are caused by the company itself and not by, for example, a faltering internet connection at people’s homes. Consumers can provide proof of this by, for example, recording a video in which the problems are clearly visible.
“Happy customers are vital to Viaplay and we handle each issue on a case-by-case basis. Of course, we will continue to do our very best to deliver great experiences for our subscribers,” said a spokesperson for the Swedish company. When asked, Viaplay confirms to RTL Z that this means that Dutch customers will be compensated.
“It is good to see that the company is moving,” says Sandra Molenaar, director of the Consumers’ Association. “That is urgently needed, because last race weekend too many complaints came in. So there are still many customers who experience problems. They need good help.”
According to Sandra Molenaar, Viaplay cannot continue to hide behind the claim that the cause of the problems is not with the company itself. “We are therefore keeping a close eye on whether Viaplay keeps its promise. Customers who are not helped properly can report this on Klachtenkompas.”
