topic Customer Service in Plusnet Feedback

Customer Service

wclough — Sat, 22 Jan 2011 10:56:55 GMT

I moved to Plusnet from Onetel a couple of years ago on recommendation from a friend. It was a bit pricier than some competitors but with the promise of an award winning service and a UK call centre in Sheffield that was ok. This morning I called customer services. 20+ wait, Ok it was Sat morning. When I did get through the agent was obviously under pressure. I had to ask him to listen twice. He wanted me off the phone asap to get to his next call. It must be hard but I signed up for a premium service. You need to watch this or you are going to loose me

Re: Customer Service

Strat — Sat, 22 Jan 2011 12:32:51 GMT

Welcome to the forum wclough
It's currently showing 20 minutes. They must be busy.

Re: Customer Service

shutter — Sat, 22 Jan 2011 14:36:07 GMT

Oh Dear ..... Oh Dear.... talk about "De Ja Vu".... I seem to remember posting this

Quote

Even the telephone service, at least a 20 minute wait, and every so often being bombarded with stupid yes stupid "adverts" of course you can always contact us at www.plusnet How daft is that ? .... a choice ........ wait an unknown amount of time on the phone,...... or put in a ticket and wait for 2 days one minute and 23 seconds, (maybe).

On this thread..... start date..... 7 NOVEMBER 2009

" Suggestion.....Employ more staff to answer tickets and phones....." http://community.plus.net/forum/index.php/topic,80676.0.html
Included in 96 responses to the original post. were several assurances from senior PlusNet staff. that it takes time to train people, however "things will improve"...
Have a look at my posting reply number 74 on page 5 (THREE MONTHS LATER )
... and the subsequent responses from PlusNet staff....
on this page..... http://community.plus.net/forum/index.php/topic,80676.64.html

Judging from the original posters comments..... NOTHING HAS CHANGED since erm.... ... ... NOVEMBER 2009..... despite those assurances.... still a 20 minute wait on the phones, and still as many complaints about the ticket system........

Re: Customer Service

Vip3r — Sat, 22 Jan 2011 17:51:51 GMT

I had no broadband on Thursday morning, so got on the Phone to plusnet at about 11am, took just over 10 minutes to get through, was given a list of things to test and told to call back if it hadn't fixed itself.
Second call about 12pm only took around 5minutes to answer. So I guess its just luck as to what time of the day you have to call.
I was not impressed with the quality of the audio of the on-hold music mind you, sounded like they had a microphone pressed up against the wall with the music playing in the next room!

Re: Customer Service

Strat — Sat, 22 Jan 2011 18:13:04 GMT

Quote from: Vip3r
So I guess its just luck as to what time of the day you have to call.

Not all down to luck. A quick check here before calling, if you can, may help.

Re: Customer Service

adamwalker — Mon, 24 Jan 2011 10:11:36 GMT

wclough,

Quote
the agent was obviously under pressure. I had to ask him to listen twice. He wanted me off the phone asap to get to his next call

This aspect in particular worries me as we don't directly target our agents on call duration as doing so can be quite detrimental to the quality of support given. I'm going to take this up with the call taker directly and give some feedback.
Give me a shout if there's any outstanding problems that still need looking at.
Adam