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Ten Days Without a Reply From Support

TC
Newbie
Posts: 4
Registered: ‎03-03-2010

Ten Days Without a Reply From Support

‎03-03-2010 12:19 PM

On Monday 22nd Feb I posted a question to the Support Team relating to a problem with my web site - I have not received any reply (after 10 days) despite two reminders and raising a further question (just an acknowledgment would help). It makes me wonder why I have stayed a loyal customer for nearly 14 years. My last resort is this rant before I consider moving.
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sharpyuk
Grafter
Posts: 69
Registered: ‎27-02-2010

Re: Ten Days Without a Reply From Support

‎03-03-2010 1:00 PM

A lot of people seem to be having the same issue and i am starting to wonder if support calls of various nature are being missed or put into an un-monitored pool.
Hold tight mate, a PN support team member will see this and act.
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Lurker
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Posts: 1,867
Registered: ‎23-10-2008

Re: Ten Days Without a Reply From Support

‎03-03-2010 1:23 PM

Its not that.
Basically, since PN took down the Webcams which allowed the public to see folks at work in the call centre, they have been able to scale back the number of people working there.
Now there is just the cleaner, security guard and a couple of other folks there.*
*may not be true...
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sharpyuk
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Posts: 69
Registered: ‎27-02-2010

Re: Ten Days Without a Reply From Support

‎03-03-2010 1:25 PM

Quote
Now there is just the cleaner, security guard and a couple of other folks there.*

LOL...  they have a cleaner!
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Lurker
Grafter
Posts: 1,867
Registered: ‎23-10-2008

Re: Ten Days Without a Reply From Support

‎03-03-2010 1:28 PM

Yeah, a guy called Matt.
There is also a courier called Mark who occasionally drifts by and makes a post.
I think the guy who refills the vending machines is called Tony Vellmer (or something...)
/hides
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sharpyuk
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Posts: 69
Registered: ‎27-02-2010

Re: Ten Days Without a Reply From Support

‎03-03-2010 1:31 PM

LOL its just the vision that there is a huge empty help desk with all the phones on divert and one russian cleaner sitting in the middle with a mop! 
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Mand
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Re: Ten Days Without a Reply From Support

‎03-03-2010 1:32 PM

James_G, not a very constructive post now is it? Wink
We have more people working here than at any point in the past, and are still recruiting extra CSC agents every month.
@TC, we're looking at your ticket now, sorry for the delay.
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Lurker
Grafter
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Re: Ten Days Without a Reply From Support

‎03-03-2010 1:35 PM

Quote from: Mand
James_G, not a very constructive post now is it? Wink

Fair cop - but I had hoped it was obvious that it was a joke.
Would it help redress the balance if I mentioned the careers site to anybody that thought they had what it took to be part of such a great team of people. ( http://careers.plus.net )
PS - Note that I didn't take your name in vain Mand - just a couple of the others...
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sharpyuk
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Posts: 69
Registered: ‎27-02-2010

Re: Ten Days Without a Reply From Support

‎03-03-2010 1:35 PM

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James_G, not a very constructive post now is it?

Tut Tut James !!! best run mate Tongue
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Mand
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Re: Ten Days Without a Reply From Support

‎03-03-2010 1:36 PM

Duly noted Mr. G Wink
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orbrey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Ten Days Without a Reply From Support

‎03-03-2010 1:39 PM

Likewise. At least I keep the office tidy, eh? Cheers  :-\.
@TC I've responded to your ticket, sorry for the delay in getting that back to you. Hope that solves the problem.
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craigyoung
Grafter
Posts: 208
Registered: ‎06-09-2007

Re: Ten Days Without a Reply From Support

‎03-03-2010 1:51 PM

Quote from: Mand

We have more people working here than at any point in the past

I was hoping you'd have all of them working, Mand.  Shocked
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Mark
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Registered: ‎04-04-2007

Re: Ten Days Without a Reply From Support

‎03-03-2010 9:57 PM

Quote
There is also a courier called Mark

Does that mean I don't have to make the tea any more? I reckon that's a promotion, I must speak with "Tony" and see if a payrise is due Tongue
Enough frivolity. I don't want a slap from the mods!
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Lurker
Grafter
Posts: 1,867
Registered: ‎23-10-2008

Re: Ten Days Without a Reply From Support

‎04-03-2010 9:03 AM

They only had you make Tea on the strength of your Bro's recommendation. (See - I *do* have a good memory...)
Not sure whether *you* ought to address him as "Tony" - but I guess you'll know whether that is sensible or not.
I just hope that @TC has had his issue sorted - otherwise all this OT chatter (of my doing mainly, I confess) would be doubly bad.
Quote from: Matt
@TC I've responded to your ticket, sorry for the delay in getting that back to you. Hope that solves the problem.

@TC - Did you get the resolution you hoped for?
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jelv
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Registered: ‎10-04-2007

Re: Ten Days Without a Reply From Support

‎04-03-2010 9:09 AM

Quote from: Mand
We have more people working here than at any point in the past, and are still recruiting extra CSC agents every month.

Yeah, and advertising campaigns which are getting more users which generate more problems as people get set up at a faster rate than you are adding the resources to support them.
You acknowledge that there are unacceptable delays and yet you still go ahead with stupid stunts like this which can only make the problems worse.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
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