Bulldog Users Still Seeing Problems
Posted: 08th Nov, 2005 By: MarkJ
UPDATE: Parent company C&W also intends to double (from 408) the number of unbundled exchanges within the next ten months. Despite Bulldog's chief commercial officer, Andrew Morley, claiming last week that the provider had turned a corner and begun a fresh start, customers are still seeing problems:
But some Bulldog customers dispute Morley's claim that things have improved. ZDNet UK contacted 14 users who had all complained about the service earlier this year. Of this group, eight said they were still suffering problems, while just two reported that they were now happy with the service. The remaining four had quit Bulldog altogether an indication of how much damage this year's problems have caused the company.
Morley was surprised to hear these numbers. He claimed that less than one percent of Bulldog's customers were using its complaints procedure at present. "If you're still having problems, then talk to us. We have a very robust complaints procedure, one that we know works," said Morley.
James, a senior IT architect, has been without a home telephone since 23 June and said recently the broadband connectivity is "spotty at best". He went on to explain that: "one of the biggest issues is that their billing/finance department is clueless when it comes to trying to accurately bill customers. I have outdated and incorrect bills still coming. I imagine I have never even had the service fully installed."
The ZDNet's item goes on to echo other billing, customer service and broadband quality complaints. We ourselves have seen complaints drop off to nearly nothing, but clearly things are not quite as rosy as Bulldog would have us believe.
But some Bulldog customers dispute Morley's claim that things have improved. ZDNet UK contacted 14 users who had all complained about the service earlier this year. Of this group, eight said they were still suffering problems, while just two reported that they were now happy with the service. The remaining four had quit Bulldog altogether an indication of how much damage this year's problems have caused the company.
Morley was surprised to hear these numbers. He claimed that less than one percent of Bulldog's customers were using its complaints procedure at present. "If you're still having problems, then talk to us. We have a very robust complaints procedure, one that we know works," said Morley.
James, a senior IT architect, has been without a home telephone since 23 June and said recently the broadband connectivity is "spotty at best". He went on to explain that: "one of the biggest issues is that their billing/finance department is clueless when it comes to trying to accurately bill customers. I have outdated and incorrect bills still coming. I imagine I have never even had the service fully installed."
The ZDNet's item goes on to echo other billing, customer service and broadband quality complaints. We ourselves have seen complaints drop off to nearly nothing, but clearly things are not quite as rosy as Bulldog would have us believe.
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