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Jeff Causey
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In the U.K., wireless carrier Vodafone saw an already troubled public image tumble even further if the number of complaints filed with watchdog agency Ofcom is an indication. According to Ofcom, during the final quarter of 2015 pay-monthly subscribers filed 32 complaints for every 100,000 customers. That may not seem like many, but it is more than double the figure for the same period in 2014 and is much higher than other carriers.
Vodafone pins the problem on issues related to the deployment of new IT systems that are supposed to help customers better manage their accounts and access new services. According to a spokeswoman with Vodafone,
“there were some problems during the highly complex migration. Now that the migration exercise is essentially complete, we expect our £2bn investment in our network and services will start to deliver a step change in customer experience.”
Vodafone has approximately 6 million pay-monthly subscribers out of their 18 million customer base in the U.K.
Ofcom noted that the only other carrier to see an increase year-over-year was Talk Mobile. Even with an increase, their rate was still a relatively low 9 complaints per 100,000 subscribers. In case you were wondering who logged the fewest complaints during the quarter, it was Tesco Mobile at only 1 complaint per 100,000 customers.
source: BBC
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