 |  | By Julia Kukiewicz Staff Writer Monday, 17 December 2007 |
BROADBAND consumers have expressed concern as BT-owned internet provider Plusnet begins to take over the Madasafish network that they acquired, as part of the Brightview group, earlier this year.
Since it was set up in 2001 its excellent customer service and technical support have made Madasafish well-regarded by its 62,000 users and have won it several awards over the years.
Unsurprisingly, it is these qualities which some customers fear will be lost in the takeover.
Madasafish deny that there will be any degradation in speed or service.
“BT’s investment …means that we’ll be able to extend an even greater product offering to our customers, whilst still maintaining the high level of customer service that Brightview ISPs are known for” claimed Samara Zittin from Madasafish customer services.
However, in March of this year Brightview CEO David Laurie criticized a BBC Watchdog survey which put BT top in a survey of internet service providers despite the fact that they had the third highest number of unhappy customers.
Are Madasafish contradicting themselves?
Perhaps it is more a case of BT using Madasafish to improve its own customer service.
This is borne out by BT’s general approach to takeovers which lends itself to quality over quantity. Earlier this year they decided not to take over Pipex, an ISP with a larger customer base, after concerns about customer service.
Chooseisp.co.uk’s Broadband Reviews Editor Jeff Stevens agrees.
“There is no reason for customers to be worried that the takeover will affect their service. After all, Plusnet’s service is in itself not bad at all and we suspect Madasafish will be desperately trying to prove that the takeover has not affected their excellent customer service,” he said.
Only time will tell if Madasafish customers will see a difference.
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