German telecommunications providers like O2 and Tele Columbus are increasingly being criticised for their lacking or poor customer service, according to the Market Watchdogs, a division of Germany’s Federation of German Consumer Organisations (VZBV).
Customers have complained that they are unable to reach their provider by phone or email to inform them about service disruptions, customer complaints or cancelations.
The consumer advocates have already asked the provider in writing to comment on the complaints. Tele Columbus therefore refers to technical consequences of corporate restructuring and promises improvement.
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The consumer centers, however, offers a different picture: “The situation has not changed so far. We continue to receive complaints about the unreachability of Tele Columbus, Janneck said.
Over the past few months, market watchdog experts have been warning of similar problems with O2. The Federal Network Agency also recorded a higher level of complaints. O2 told AFP in mid-September that accessibility and average waiting times had “gradually improved” over the course of the year.