How not to treat a new customer
Hi there,
I'm sorry to hear about the issues you've mentioned here.
I'll do my best to address the issue in hand with your order and everything else you've posted about.
I apologise that this wasn't broached clearly with you but the order should have been submitted on Monday following the activation of your direct debit. It's our fault that this was delayed by 4 days until today. I will be following this up to see if we're already aware of this issue and will be reporting it if not.
Apologies for the wait too, we're doing what we can to reduce that. Regarding the specific call you mentioned I will be checking to see if it's been recorded with a view to seeing if any feedback needs to be passed on.
With regards to the manager escalation we can't promise these from a particular manager I'm afraid but I can see Martin followed the right process and raised a ticket with his manager (reference 90105593) that should be picked up and acted on soon.
We operate across two sites in Sheffield and Leeds. I'd like to reassure you that part of my role and other staff that reply to posts on the forums is to take any issues or feedback that needs to be passed back into the business is done so, as I've mentioned I will be doing that.
I realise the damage is done with the delay on your order now so we need to look at what else we can do for you so I'd like to offer a refund of one months broadband service (that you've already paid in advance) as a good will gesture.
I'm sorry to hear about the issues you've mentioned here.
I'll do my best to address the issue in hand with your order and everything else you've posted about.
I apologise that this wasn't broached clearly with you but the order should have been submitted on Monday following the activation of your direct debit. It's our fault that this was delayed by 4 days until today. I will be following this up to see if we're already aware of this issue and will be reporting it if not.
Apologies for the wait too, we're doing what we can to reduce that. Regarding the specific call you mentioned I will be checking to see if it's been recorded with a view to seeing if any feedback needs to be passed on.
With regards to the manager escalation we can't promise these from a particular manager I'm afraid but I can see Martin followed the right process and raised a ticket with his manager (reference 90105593) that should be picked up and acted on soon.
Quote Asked for head office number to escalate to senior decision makers in plusnet, told they don't have the number for Head office (Really they don't have a number for head office)!!
Quote Finally asked how I can contact someone outside of this shambles of a 'Yorkshire' call centre and told 'you can't!
We operate across two sites in Sheffield and Leeds. I'd like to reassure you that part of my role and other staff that reply to posts on the forums is to take any issues or feedback that needs to be passed back into the business is done so, as I've mentioned I will be doing that.
I realise the damage is done with the delay on your order now so we need to look at what else we can do for you so I'd like to offer a refund of one months broadband service (that you've already paid in advance) as a good will gesture.
Which means both were operational when I rang and yet the IVR message advises callers they can expect a 15 min wait absolutely superb customer service!!!
