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The Carphone Warehouse CEO Apologises

Posted: 16th Apr, 2007 By: MarkJ
Charles Dunstone, the CEO of Carphone Warehouse (Talk Talk, AOL UK etc.), has used the latest update to his blog since Christmas as a means to apologise for all the stress they've caused customers:

Well, today it is exactly 12 months since we launched Free Broadband. It has undoubtedly been an extraordinary experience. We changed the world of broadband forever, and demonstrated to people that they should now expect broadband to be part of their telephone service rather an expensive add on. On the other hand, we learnt some tough lessons about underestimating demand and trying to scale our systems to cope with the phenomenon we created. I wish I knew a year ago what I know now, we could have saved ourselves and our customers much stress. That said, we have improved massively over the past 12 months and whilst I am the first to admit we can still get better, we have eliminated the queues, increased the skill and quantity of customer service agents and got over 700,000 people connected to the service.
....

Thank you again to everyone who took the plunge at the beginning, sorry if we caused you problems.

It's not the first time they've had to apologise for such problems, although hopefully the situation will continue to improve. The rest of his blog is largely spin, but you can read it all HERE.
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