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Poor customer service revealed

Worst offenders named and shamed

BT and Vodafone were publicly named and shamed today by watchdog Oftel for receiving the most customer complaints between April and September this year.

BT Openworld, a company renowned for poor customer services, received almost one (0.7) complaint per 1,000 customers regarding its internet service. This figure was almost double those of its closest rivals Tiscali and Pipex and well over twice the industry average (0.3 percent). Telewest and Freeserve received the least complaints, just 0.1 per 1,000 customers.

The top three grumbles in the internet sector were billing problems (eight percent), complaints over poor or erratic connection to broadband services (seven percent) and whinges about unreturned calls to tech support (six percent).

Overall, internet complaints were down from 5,235 for the six months before April 2003 to 4,700 in the same period of time since then. However, criticisms of mobile companies were up on the last set of figures, climbing from 18,000 to 19,950.

Cellular Operations, a company acquired by Vodafone back in March, received a whopping 1.4 complaints per 1,000 customers showing no improvement on its placing for the previous year. The 4U service Vodafone purchased in August came in fourth with 0.7 complaints.

Vodafone itself, which boasts nearly 400,000 customers, came in second, beaten only by the almost perfect Virgin mobile which received just 0.1 gripes per 1,000.

Related links:
Oftel


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