topic Re: not impressed with how long in Plusnet Feedback

not impressed with how long

cyclopops — Sat, 03 Sep 2011 07:38:21 GMT

i am a prospective customer, but i am unimpressed with how slowly questions are replied to in the help and support section.
i have an open question from the 28th august unanswered.
this doesnt sit well with me if they cant answer questions quickly to a prospective customer, what will it be like when they have me?

Re: not impressed with how long

pierre_pierre — Sat, 03 Sep 2011 07:47:43 GMT

depends on the subject of the query, some do take longer
put the id number of the query here and what it was about, A PN rep should see it on monday and advise
the phone sections are open 24/7/365 but other sections are not, the reps cover the forum week days, but not weekends

Re: not impressed with how long

mwerle — Sat, 03 Sep 2011 11:11:19 GMT

Quote from: pierre_pierre
depends on the subject of the query, some do take longer

Having worked in technical support myself, this is most certainly true. However, where I work, we have to acknowledge a new support request within a relatively short period of time - just to let the other end know that yes, it is being looked at, even if we don't have an answer yet.

Re: not impressed with how long

jelv — Sat, 03 Sep 2011 18:48:33 GMT

There's a good chance if you ask the question in here that one of us may be able to answer it.

Re: not impressed with how long

w23 — Sat, 03 Sep 2011 19:14:12 GMT

PlusNet are as qiuck with existing customers as prospetive ones in my experience. Those suppliers who prioritise prospective customers to get the signature on the line do distort expectations, PlusNet don't put actual customers behind the queue of prospective ones which I can only say is a good thing.
One of the very best things about PlusNet is the forums, as jelv said, post here if you want an answer to any general enquiry, if it's more specific there are staff answering but please understand that this is (mostly) in working hours.

Re: not impressed with how long

AxeMurderer — Sat, 03 Sep 2011 21:34:52 GMT

It looks like your original query was answered by forumites on 28th, and confirmed by Plusnet on 29th.

Re: not impressed with how long

pierre_pierre — Sun, 04 Sep 2011 06:10:03 GMT

was it this one?

Quote from: cyclopops
i currently use for my ADSL the netgear DGN 2000
willi be able to use this with the fibre broadband?

Re: not impressed with how long

adamwalker — Mon, 05 Sep 2011 08:41:41 GMT

@cyclopops,
I've checked the account and I can't see what' you're referring to. Ticket 45996772 was raised on the 28th and closed the next day, ticket 45996724 was raised on the 28th and replied to on the 31st. Ticket 45996777 was sent to you with information for your attention on the 28th and that's it as far as ticket interactions between yourself and us so far.
If you've got any other concerns do let me know and I'll be more than happy to help.