JT says it’s sorry after barrage of complaints

JT’S chief executive has apologised to customers experiencing difficulties contacting the company following the introduction of a new billing system.

JT chief executive Graeme Millar
JT chief executive Graeme Millar

JT’S chief executive has apologised to customers experiencing difficulties contacting the company following the introduction of a new billing system.

The firm has faced a barrage of complaints after introducing a new system which does not give an itemised breakdown of calls and does not allow customers to pay by cheque or over the counter in the JT store in Queen Street.

Graeme Millar, the company’s chief executive, said that market research had show that most people wanted the billing system simplified and did not want the extra information.

The customer services department has had to deal with a number of calls from customers wanting the new billing system explained, and Mr Millar admitted that the company had experienced ‘more difficulties than expected’ and that customer service had suffered as a result.

He said: ‘We knew that this was going to be a very big challenge for us. That’s why this has been nearly three years in the planning and we’ve invested thousands of man hours in training and development.

‘Even with all that in place, I accept and apologise that there has been a deterioration in service, and that’s not good enough and we have to do better.’