topic Long winded support! in Plusnet Feedback

Long winded support!

neweycoop — Fri, 05 Nov 2010 15:53:21 GMT

For the past 2 years or so I've had constant problems with low download speeds.
Finally after 6 weeks of testing and hassling my speeds seem to have finally settled back to normal.
Why it took so long to fathom is beyond me. I think having 9 yes NINE different people dealing with me was a big part of the problem.
Why can't each case be assigned to individual an technician?
I'd like to thank you for your efforts however, a customer with less stamina than me would I fear have given up long ago!
Regards NeilC

Re: Long winded support!

adamwalker — Fri, 05 Nov 2010 16:15:36 GMT

Hi neweycoop,
I'll take a look at the support ticket in question shortly to see why the issue became so protracted.

Quote
Why can't each case be assigned to individual an technician?

A simple answer to that is that its unfortunately not feasible I'm afraid, however we do have a culture in our customer support centre where agents are encouraged to take ownership of protracted issues. It makes sense to me that ownership helps in cases like this and should have happened for this one a while go so apologies for that not happening.

Re: Long winded support!

qdos747 — Sun, 07 Nov 2010 12:14:53 GMT

Ownership happens quickly when fuss is caused in a public forum, just an observation.

Re: Long winded support!

adamwalker — Mon, 08 Nov 2010 10:04:10 GMT

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Ownership happens quickly when fuss is caused in a public forum, just an observation.

As long as we are able to do so, that will continue to happen. As mentioned ownership is encouraged but personally I would like to see it used to stop complaints before then happen. I'm sure this would be a preferable way of doing things for the customer too.

neweycoop,
With regards to the handling of your fault I have given some feedback to the faults team as I'm certain we could have resolved this sooner if the same person had hung on to it for you.
Adam.