topic Re: How to lose customers and alienate people in Plusnet Feedback

How to lose customers and alienate people

swapmeetpete — Sat, 21 May 2011 14:01:48 GMT

One of my referals is a lady in her eighties. Her bank screwed up and lost all her direct debits. Most of the utilities managed to cope with it.
Before I was able to intervene, Plusnet set a debt collection agency on her. She was understandably mortified. Result; Plusnet lost a good customer without trying, and I lost a referal.
So unnecessary.

Re: How to lose customers and alienate people

glloyd — Sun, 22 May 2011 10:04:33 GMT

That's disgusting. PN will be getting the same reputation as TT the way it's going.

Re: How to lose customers and alienate people

Strat — Sun, 22 May 2011 10:05:30 GMT

One would hope that they wouldn't sink that low.

Re: How to lose customers and alienate people

Chris — Sun, 22 May 2011 10:21:23 GMT

Hi there,
Something sounds odd here, we don't send debt to a recovery agency unless it's been outstanding for quite a while (the exact timescale eludes me at the moment). We can also make arrangements for circumstances such as this it we're told about it. Can you PM me their username so I can see what's going on here?

Re: How to lose customers and alienate people

swapmeetpete — Sun, 22 May 2011 22:02:00 GMT

PM sent. Thanks, Mark

Re: How to lose customers and alienate people

Chris — Wed, 25 May 2011 08:17:48 GMT

Thanks, I'm taking a look now. Obviously I won't be able to respond with any details or info from the account here but I'll certainly see what happened.