topic Re: Automated process for MAC generation in Plusnet Feedback

Automated process for MAC generation

Oldjim — Mon, 12 Apr 2010 10:58:39 GMT

Why not change the automated to generate the key within 48 hours instead of at the last minute

Quote from: Mand
It's an automated process (our system requests the MAC in time to meet the regulations).
There was a problem, which is why the ticket talks of manual intervention.

Re: Automated process for MAC generation

Mand — Mon, 12 Apr 2010 11:28:51 GMT

IIRC it does it after 3 days (giving us 2 days to sort any issues should there be any and still meet the deadline).

Re: Automated process for MAC generation

Oldjim — Mon, 12 Apr 2010 11:32:28 GMT

Why the delay

Re: Automated process for MAC generation

orbrey — Mon, 12 Apr 2010 12:05:02 GMT

It gives customers a chance to cool down and consider any offers made during the first call, and to shop about for any other offers that may be available. It also means we've a better chance of retaining a customer.
Unfortunately in this as with all things we have to balance the process with the needs of the business.

Re: Automated process for MAC generation

stiffnuts — Mon, 12 Apr 2010 16:14:25 GMT

No one tried to retain me and no one tried to explain things to me. In fact no attempt at all was made to find out what my beef was. Anyhow Ive used the MAC today that I received and I am grateful. The reality is that the call centre staff are so useless that they need staff on this forum to sort out issues which can and should be sorted out at the call centre. Why can staff on here sort out things in a quater of the time that call centre staff take. Its a joke!

Re: Automated process for MAC generation

adamwalker — Tue, 13 Apr 2010 08:28:22 GMT

stiffnuts,
Your comments are a concern, especially if no attempt has been made to retain your custom although I fear it may be too late now. However if it is something you think you might be willing to discuss by all means let me know and one of us can give you a call if you like.