topic Re: Ticket response time 26 hours 44 minutes 54 seconds in Plusnet Feedback

Ticket response time 26 hours 44 minutes 54 seconds

Santiago — Fri, 11 Feb 2011 08:33:35 GMT

Can this be right? Where all the support people that were recruited to improve the service?

Quote
Your question is now with our Support Team
We'll be in touch when your answer is ready.
At the moment we're averaging a response time of 26 hours 44 minutes 54 seconds for new queries.
If our Support Team need to contact another department or 3rd party then we may take longer to respond.

Re: Ticket response time 26 hours 44 minutes 54 seconds

adamwalker — Fri, 11 Feb 2011 09:23:23 GMT

Not forgetting that its an average response time, its worth noting that we are adding extra resource next week to focus purely on tickets . Please be aware that we've already got a number of threads about the same topic which you may be interested in, with regards to the ticket you've raised I'll pick that up myself ASAP
http://community.plus.net/forum/index.php/topic,93269.0.html
http://community.plus.net/forum/index.php/topic,93068.0.html
http://community.plus.net/forum/index.php/topic,93413.0.html

Re: Ticket response time 26 hours 44 minutes 54 seconds

adamwalker — Fri, 11 Feb 2011 10:40:50 GMT

Can you send me a ticket ID so I can look at your query please?

Re: Ticket response time 26 hours 44 minutes 54 seconds

Santiago — Fri, 11 Feb 2011 18:05:14 GMT

So the response could be even longer! You must be either very busy or under staffed or both.
Thank you for your offer of help, the ticket ID is 39760013

Re: Ticket response time 26 hours 44 minutes 54 seconds

Santiago — Sat, 12 Feb 2011 07:35:26 GMT

Getting there.....23 hours 9 minutes and waiting

Re: Ticket response time 26 hours 44 minutes 54 seconds

Oldjim — Sat, 12 Feb 2011 10:41:54 GMT

Ticket raised at 10.08 am today
Average response time very long
Actual response 10.31 am and very satisfactory answer as well - ticket now closed
/smug mode off

Re: Ticket response time 26 hours 44 minutes 54 seconds

Santiago — Sat, 12 Feb 2011 13:40:00 GMT

Preferential treatment for the chosen ones?
Now waiting 29 hours for a reply to my ticket......hello.... anybody in there?

Re: Ticket response time 26 hours 44 minutes 54 seconds

Santiago — Sun, 13 Feb 2011 23:28:50 GMT

The response time to my ticket must be on the far side of the average. I have been waiting 63 hours for a reply to the ticket I raised on Friday morning.
I seem to be another victim of the well documented Plusnet customer service failure.

Re: Ticket response time 26 hours 44 minutes 54 seconds

Santiago — Mon, 14 Feb 2011 09:13:43 GMT

3 days.

Re: Ticket response time 26 hours 44 minutes 54 seconds

adamwalker — Mon, 14 Feb 2011 09:26:21 GMT

Oddball,
Sorry I didn't get the chance to deal with this on Friday, I've answered the ticket for you.

Re: Ticket response time 26 hours 44 minutes 54 seconds

shutter — Mon, 14 Feb 2011 09:30:13 GMT

Quote from: _Adam_Walker_
Not forgetting that its an average response time, its worth noting that we are adding extra resource next week to focus purely on tickets . Please be aware that we've already got a number of threads about the same topic which you may be interested in, with regards to the ticket you've raised I'll pick that up myself ASAP
http://community.plus.net/forum/index.php/topic,93269.0.html
http://community.plus.net/forum/index.php/topic,93068.0.html
http://community.plus.net/forum/index.php/topic,93413.0.html

@ Adam Walker.....
Oh deary deary me...... same old story..... we are getting more people working "Next Week" " to focus purely on tickets...." ho hum... ho hum..... (did you not say something like this a couple of weeks ago, in response to similar complaint? ? ? ) de javu? ? ?
and really ..... what on earth were you thinking, when you said.....

Quote

Please be aware that we've already got a number of threads about the same topic which you may be interested in,

NO.... I don`t think the op would be interested in reading other topics on the subject.....
he is not waiting in the doctors surgery and reading old stories in left behind copies of OK magazine....
principally he is interested in getting the problem on his ticket solved.... or at the very least acknowledged and taken ownership of...
how much do you get paid for putting comments like that, in response to a customer?
EDIT EDIT EDIT (before posting)..... Adam Walker just posed whilst I was typing this... which does not really excuse what he said above.........
2nd Edit..... should I correct my spelling in the above line ? ? ?

Re: Ticket response time 26 hours 44 minutes 54 seconds

Santiago — Mon, 14 Feb 2011 09:48:15 GMT

Adam
Thank you for answering my ticket and for actioning my requet.
Your support system is failing and no longer fit for purpose.
I suggest Plusnet take 50% of their advertising budget and invest it in the support infrastructure which clearly cannot cope.
That way you may only get half of the new customers you had targeted but at least they would get a reasonable level of customer support when needed.

Re: Ticket response time 26 hours 44 minutes 54 seconds

adamwalker — Mon, 14 Feb 2011 09:49:51 GMT

No problem,
Please notify me if you have any further issues when dealing with support.

Re: Ticket response time 26 hours 44 minutes 54 seconds

jelv — Mon, 14 Feb 2011 09:52:27 GMT

This the second topic I know of where Adam promised something on Friday and didn't get round to it (the other topic I think is still waiting).
Not only are CSC so overloaded that they are leaving mess behind everywhere, it now looks like the Digital Care team is getting overloaded and forgetting to do things they've promised as well.

Re: Ticket response time 26 hours 44 minutes 54 seconds

adamwalker — Mon, 14 Feb 2011 10:04:58 GMT

jelv,
If the OP has a problem with this I'll take it up with them.

Re: Ticket response time 26 hours 44 minutes 54 seconds

Chris — Mon, 14 Feb 2011 10:05:35 GMT

Jelv, everyone misses things from time to time. Adam is annoyed with himself for forgetting and has apologised for it.

Re: Ticket response time 26 hours 44 minutes 54 seconds

jelv — Mon, 14 Feb 2011 10:36:11 GMT

As I said

Quote from: jelv
it now looks like the Digital Care team is getting overloaded and forgetting to do things they've promised as well.

When I look around the forums and see how many issues the Digital care team are trying to keep a finger on at the same time it is inevitable that sooner or later things will slip by.
As a couple of these are Friday to Monday issues, is there any chance of some limited Digital Care coverage over the weekends? Just one of you for a few hours each day to pick up any glaring issues would make a huge difference.

Re: Ticket response time 26 hours 44 minutes 54 seconds

Santiago — Mon, 14 Feb 2011 11:14:26 GMT

I appreciate what Adam has done and the fact the he forgot something is one of those things that happens to us all.
He said he would help me and to be fair he has done so before the ticket was dealt with by the system.
Point is though that the CS should not be relying on these Digital Care people trawling the forum dealing with problems that the system should pick up and respond to in a reasonable time.

Re: Ticket response time 26 hours 44 minutes 54 seconds

Santiago — Thu, 17 Feb 2011 06:16:23 GMT

The issue raised in my ticket has only been partially resolved, I have replied accordingly.

Re: Ticket response time 26 hours 44 minutes 54 seconds

orbrey — Thu, 17 Feb 2011 11:53:32 GMT

Hi oddball,
That's now been actioned for you, cheers.