topic Re: Ten Days Without a Reply From Support in Plusnet Feedback

Ten Days Without a Reply From Support

TC — Wed, 03 Mar 2010 12:19:47 GMT

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.

Re: Ten Days Without a Reply From Support

sharpyuk — Wed, 03 Mar 2010 13:00:37 GMT

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.

Re: Ten Days Without a Reply From Support

Lurker — Wed, 03 Mar 2010 13:23:23 GMT

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...

Re: Ten Days Without a Reply From Support

sharpyuk — Wed, 03 Mar 2010 13:25:57 GMT

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

LOL... they have a cleaner!

Re: Ten Days Without a Reply From Support

Lurker — Wed, 03 Mar 2010 13:28:19 GMT

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

Re: Ten Days Without a Reply From Support

sharpyuk — Wed, 03 Mar 2010 13:31:33 GMT

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!

Re: Ten Days Without a Reply From Support

Mand — Wed, 03 Mar 2010 13:32:00 GMT

James_G, not a very constructive post now is it?
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.

Re: Ten Days Without a Reply From Support

Lurker — Wed, 03 Mar 2010 13:35:16 GMT

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

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...

Re: Ten Days Without a Reply From Support

sharpyuk — Wed, 03 Mar 2010 13:35:38 GMT

Quote
James_G, not a very constructive post now is it?

Tut Tut James !!! best run mate

Re: Ten Days Without a Reply From Support

Mand — Wed, 03 Mar 2010 13:36:36 GMT

Duly noted Mr. G

Re: Ten Days Without a Reply From Support

orbrey — Wed, 03 Mar 2010 13:39:42 GMT

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.

Re: Ten Days Without a Reply From Support

craigyoung — Wed, 03 Mar 2010 13:51:26 GMT

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.

Re: Ten Days Without a Reply From Support

Mark — Wed, 03 Mar 2010 21:57:51 GMT

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
Enough frivolity. I don't want a slap from the mods!

Re: Ten Days Without a Reply From Support

Lurker — Thu, 04 Mar 2010 09:03:20 GMT

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?

Re: Ten Days Without a Reply From Support

jelv — Thu, 04 Mar 2010 09:09:47 GMT

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.

Re: Ten Days Without a Reply From Support

TC — Thu, 04 Mar 2010 10:47:04 GMT

Matt - thanks for your quick response this was obviously the place I should have come to earlier. I would be grateful if you could activate the cgi component. At least I do not feel invisible any more
TC

Re: Ten Days Without a Reply From Support

TC — Thu, 04 Mar 2010 11:22:26 GMT

Matt
have been reading some of the other topics ones that relate to cgi being available on older accounts - this component is missing from my web space and I am unable to activate it myself - I dont know if this will assist you?
TC

Re: Ten Days Without a Reply From Support

orbrey — Thu, 04 Mar 2010 11:46:46 GMT

Right that's now been added for you, you should be able to activate this via the members centre now

Re: Ten Days Without a Reply From Support

nozzer — Thu, 04 Mar 2010 12:10:50 GMT

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

Is it really acceptable to have to resort to getting on to this Forum to get attention though? We never seem to get a credible explanation of why such delays are happening, just apologies. Is it really the case that the CSC is overwhelmed by the shear number of help requests, or is it more of a management problem (by which I mean there aren't the mechanisms in place to monitor the proportion of tickets which don't get replies within a day or two)?

Re: Ten Days Without a Reply From Support

orbrey — Thu, 04 Mar 2010 13:08:46 GMT

As we've stated several times in various threads on these boards, it is the number of requests that we're getting - hence the ongoing recruitment. I can confirm we're making headway, but this has never been something that was going to 'go away overnight' as it were.