Diogo Teixeira

My experience with Metro do Porto has been nothing short of extremely frustrating and deeply disappointing. On January 24, 2023, I received a fine for allegedly using an invalid travel ticket. Despite having a valid ticket for my journey, there was a discrepancy in the zones indicated, which I explained was an honest mistake.

I have made numerous attempts to contest this fine, each time providing detailed explanations and supporting evidence to demonstrate my case. I even cited the relevant legislation, including the new Law No. 38-A/2023, which allows for the forgiveness of certain fines under specific conditions. My case clearly met these conditions: the fine was issued before the specified cutoff date and the amount was well below the threshold for fine forgiveness. Yet, Metro do Porto stubbornly refused to reconsider their decision.

Throughout this process, their responses have been dismissive and bureaucratic, showing a complete lack of empathy or willingness to understand the customer’s perspective. The principle of proportionality has been blatantly ignored, as a €60 fine for what was clearly an honest mistake is exorbitant and unjust. It seems their primary focus is on collecting fines rather than resolving issues fairly and justly.

After being left with no other choice, I reluctantly paid the fine to avoid further complications, despite the clear evidence and legal arguments supporting my case. This entire ordeal has left me deeply dissatisfied and has severely eroded my trust in Metro do Porto’s services.

The handling of my situation has been unprofessional and unreasonably rigid, reflecting poorly on their customer service and operational policies. Due to this experience, I am now highly reluctant to use Metro do Porto’s services in the future and advise others to be cautious when dealing with them.

In summary, Metro do Porto has shown a troubling lack of fairness and understanding in my case, prioritizing revenue over customer satisfaction and legal fairness. This company needs to significantly improve its customer service approach and policy application to avoid such frustrating and unjust experiences for others.

My experience with Digibest was far from satisfactory, primarily due to the failure to deliver the product within the promised timeframe and the lack of clear communication.

Upon placing my order, I was provided with an estimated delivery time of 5 to 10 business days. However, this timeframe came and went without any sign of my order. I reached out to Digibest multiple times via phone and email, only to receive generic responses such as "Good morning, the shipment is delayed and will only reach us today or tomorrow. We will notify you once it's dispatched," or "Good afternoon, the shipment is slightly delayed and will be sent to you early next week." These vague and repetitive replies left me frustrated and uncertain about the status of my order.

After nearly a month of waiting in vain, I decided to request a refund. While Digibest promptly accepted my refund request and assured me that it would be processed within 5 business days, the overall experience was marred by the lack of transparency and poor communication.

Although I eventually received my refund within the specified timeframe, I believe that Digibest's customer service standards leave much to be desired. Clearer communication regarding delays and more proactive updates would have alleviated much of the confusion and frustration I experienced.

In conclusion, while Digibest managed to fulfill their refund obligation in a timely manner, their communication practices and handling of delivery delays need significant improvement to ensure a better customer experience in the future.