I can’t believe I missed this. Was it in response to the Guardian story of ‘how not to be a corporate blogger?’ Or am I just being cynical. Apologies for the delay. Let’s see what Chucky has to say:
In the past 2 months we have achieved the extraordinary milestone of over half a million customers connected to Free Broadband and acquired AOL, which brings us a further 1.5 million customers.
Is that actual, living, connected customers or just a lot of angry people sitting on paper for your investors to think aren’t going to leave after you fail to deliver?
Over the past few months we have really been working hard at improving the speed of getting people live and it now takes just 5 weeks from signing up for us to have your phone line and broadband up and running. This is something I have avoided offering until we were absolutely sure we could deliver consistently. If you want an impartial view, I have attached a link to Martin Lewis’s website, http://www.moneysavingexpert.com, his view is that we are by far the best value in the market place, but you might have to wait. We have now improved the queue, so really there is no reason not to join the Free Broadband revolution.
I note you didn’t mention the Money Saving Expert forums. Tsk, tsk Chucky, how misleading. Because, last I saw in my referral logs, they were at 14 pages of customers in their forum who absolutely hate you and your pithy ‘Broadband revolution.’
We continue to make huge strides in improving this area of the business. We still have our moments though – when I got to the office this morning the link with our call centres in South Africa had gone down and created over 20 minute queues in some areas. It was fixed within the hour however.
And yet, I still received e-mails from people who had been waiting for more than an hour to get through. Are your senior staff lying to you? Do you just not realize how bad your service really is? Or have years of being a salesman made you capable of bald faced outright lies?
Over the past 12 months, we have been installing our own equipment in BT’s exchanges and we have now begun the process of transferring Talktalk customers onto this new network. The work is undertaken by BT Openreach engineers and requires the physical movement of the piece of copper wire that carries your phone calls and broadband from the BT network to our own. I am afraid that, inevitably, this process is not fool proof and, in spite of their best efforts, the engineers do occasionally make mistakes.
Like telephone service out for 10 days? Or routers becoming obsolete overnight? Or speeds not reaching anywhere what you promise? I don’t think ‘occasionally make mistakes’ (nice way to blame the techies Dunstone. Like the buck passing.) really covers how badly you’re screwing up the LLU process.
We are building a business that we can be very proud of, and hopefully our customers will increasingly be proud to be a part of.
I don’t think we’ll ever be proud to be your customers. Instead we’ve been misled, lied to and dicked over by your criminally poor product. You can hope all you want but as long as I’m blogging and Talk Talk sucks, people will find out, regardless of your rhetoric.
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