Tired of the automated messages from Dunstone’s team of goblins? Read the below from Christopher and absorb it until you can’t remember your phone number. It’s long but I promise you it’s well worth it.
Investors and users might like to consider the problems CPW/talktalk is having with its “free” broadband. Many subscribers I have spoken to feel that they are victims rather than customers, and the service provided is simply disgracefully bad. I spoke to an investor relations bod there this morning (I am afraid I was mug enough to be taken in by the “free” offer – giant mistake).
According to this spokesman, it seems that their “churn” rate is at astronomic levels. Of the “about 500,000” new subscribers, I was told that “80-120,000” have already thrown the towel in, and that was within a few months of the offer starting. Most service calls, says the spokesman, are experiencing wait times of 30 minutes before answering, and the cancellations department was so busy yesterday, for instance, that they were refusing to take any more calls and customers were simply cut off. (Oh yes, and the cancellations system crashed under its excess load, too) I was cut off six times, and of the five people who promised to call me back, no-one did. It feels to me (and I’m a grey-haired old stockbroker, long retired from the fray) that they have a public-relations/management disaster on the go. Bought the shares ? – Mind yer eye, as we used to say in Throgmorton Street.
The one person who can actually reel in the odiously smug Mr Dunthorne is his non-executive director, who is a real City Heavyweight (rather than merely overweight). Try writing to:
Sir Brian Pitman
25 Cabot Square
London E14 4QA
I guarantee that polite letters (rather than rants) will receive a reply: Pitman used to run Lloyds-TSB and knows what you have to do to deal with disgruntled customers. He won’t want his reputation besmirched by CD.
Their shareprice, like their systems, has crashed of late, and they are pretty sensitive to investor relations, so why not email their Investor Relations Director Hugh Roberts at (Ed: Removed) : there are plenty of disgruntled institutional investors as well as furious customers out there. From a “City” point of view, their management incompetence is destroying value, and the institutions may well start baying for blood pretty soon. Number one head on line must be the Chief Operating Officer Richard Walker who’s in charge of the mayhem : (Ed: Removed)
See? It was worth it, wasn’t it? I recommend using the old spell checker when you send a letter to Sir Brian Pitman though. Christopher isn’t kidding, this guy is a fixture in the City.
Richard Walker has every reason to look as smug as he does at the bottom of the Unite Group page.