The European Court of Justice has ruled in favor of the e-commerce group. In the coming weeks, Amazon will no longer be able to offer telephone support to its customers, but will still have to allow rapid contact with its service teams.
The German consumer federation demands a telephone service from Amazon
Amazon wins a victory in the Court of Justice of the European Union (CJEU). A German consumer association had filed a complaint against the US giant, explaining that Amazon did not comply with the national legislation requiring any company to set up a telephone line to access an after-sales service.
The EU regulation is different from that in force in Germany and the German Federal Court of Justice has preferred to turn to the CJEU to arbitrate this dispute.
Europe does not impose a specific means of communication, only that it is direct
The justice EU finally decided in favor of the online sales group. She found that Amazon, like other sales platforms, is " not obliged in every case " to make a phone number available.
Indeed, the European directive does not require the setting up of telephone service, but only requires access to " a means of direct and effective communication ". Amazon uses mainly to chat and email to communicate with its customers, which in its opinion justifies the removal of customer advisers by phone.
It is possible that with this favorable judgment in the pocket the giant e-commerce is attempted in the coming months to put an end to its telephone platforms all over Europe, much to the detriment of consumers who are fiercely attached to direct contact with a human.
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