topic Re: Do you guys (plusnet staff and moderators etc) ever get fed up? in Plusnet Feedback

Do you guys (plusnet staff and moderators etc) ever get fed up?

Moominfish — Tue, 06 Apr 2010 14:16:11 GMT

Of trying to do the best you can and constantly receiving barrages of complaints and people constantly moaning saying their fed up and want their mac codes and that Plusnet are constantly rubbish?
I know if I were you guys I'd definitely get fed up!, because since I joined Plusnet I've received more responses and better advice/help than I did with my previous ISP in the 2 years I was with them! And I haven't even been with Plusnet half a month yet.
Only one exception was a woman called Susan Smith whose the only one who works for my old ISP who actually gave a damn, no one else had a clue.

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

Be3G — Tue, 06 Apr 2010 14:20:20 GMT

Well, the complaints about PN's service aren't of too much concern to us (the moderators) as we aren't actually connected to Plusnet – we're just customers. Having said that though, it does get problematic when disgruntled members feel they have a right to do or say pretty much whatever they want on here, and we have to ‘tidy up’ after them.

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

matt_2k34 — Tue, 06 Apr 2010 14:41:06 GMT

Quote
when disgruntled members feel they have a right to do or say pretty much whatever they want on here

Usually equating large post count = im more important ohhhhhhh how wrong they are
i get fed up reading some of the junk people post about PN, its all about your experiences with them.
I generally come here to give a helping hand where possible. im not 100% accurate, and i do make mistakes, but dont we all ?

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

zubel — Tue, 06 Apr 2010 17:05:50 GMT

It's a rare occasion when someone comes to the forums to say "Yay, thanks PN - my connection is awesome". Most people turn to the forums when they have an issue or a complaint, so you do end up getting a bit of a thick skin
As Thomas says, it doesn't affect the mods unless we have to go tidy up threads that have been hijacked, or cross posted in. We certainly don't take it personally
B.

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

pierre_pierre — Tue, 06 Apr 2010 19:09:44 GMT

I was always told a person who never made a mistake never made anything, and I and Jelv both admit to it and we are the highest posters here, so what does that proove. Oh and another high poster is JameseH

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

pierre_pierre — Tue, 06 Apr 2010 19:15:14 GMT

just had a look

Quote
Top 10 Posters Top 10 Boards

Jameseh 18388
Peter Vaughan 13708
pierre_pierre 10828
dave 10758
jelv 10702
Oldjim 10191

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

severedsolo — Tue, 06 Apr 2010 22:50:12 GMT

Quote from: Barry
It's a rare occasion when someone comes to the forums to say "Yay, thanks PN - my connection is awesome".

i guess i must be in the minority then, trust me to be "different" having said that, i have noticed that alot of the members i brought "with me" from VM have taken the time to say thank you

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

exporters — Wed, 07 Apr 2010 09:08:41 GMT

Well, I hope other 'moaners' read this thread and that we are all not just preaching to the converted.
My own +ve experience with PN & staff is the key reason I cannot imagine leaving - it would take an awful lot to kick start that action. If things are not going well I'll say so and expect issues to eventually get sorted. A confident, well managed outfit will reciprocate accordingly & PN from my limited experience [since Aug '09] does.
I too have often wondered how the PN staff survive with seemingly so many impatient, crabby customers. Internal morale/banter must be high to survive! Moderators & forum contributors are more able to look after themselves and can slap down escalating friction from some before it gets too vicious.

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

Strat — Wed, 07 Apr 2010 12:08:35 GMT

Can't say anything or I'd have to ban myself

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

zubel — Wed, 07 Apr 2010 13:23:48 GMT

Personally, I think the forums provide an excellent service in compliment to the 'official' PN support.
Very often, you will get an irate customer who is unhappy that their connection is not working as they expect. It's surprisingly often that once you have managed to take them through some basic troubleshooting steps, the problem is actually within their own premises and is (fairly) easily rectifiable.
It also helps to bounce problems off of the resident "experts", who can often confirm if the likely behaviour is due to a fault.
Lastly, the experts here aren't forced to answer x-posts per shift and can spend the time to research an issue, analyse statistics posted (from various sources such as SNR graphs etc) and come to a likely conclusion. One of the drawbacks of the ticketting system is that a CSC agent is unlikely to be able to devote the same amount of time to looking at a problem.
Once all these points are understood by any forum-poster, a resolution (or at least very good advice) can generally be given for any particular problem, which may go far above and beyond the remit of the PN CSC - that's the point where helping to mod the forums becomes very rewarding.
B.

Re: Do you guys (plusnet staff and moderators etc) ever get fed up?

Strat — Wed, 07 Apr 2010 14:13:17 GMT

The Plusnet customer base is a wide cross section of society
but the problems associated with dealing with a 'difficult' customer are generally more than offset by the more amenable solution seeker.
As Barry says that solution is often to be found in the posts of other customers.
One of the prime assets of this forum is it's friendly welcoming nature which we strive to maintain hence the moderation and rule enforcement.
Tempers can run high when a service or fix seems to be taking too long to implement but can only serve to alienate the help that is being sought.
Yeah I know....easily said