topic Re: The worst customer care I have ever recived........... in Plusnet Feedback

The worst customer care I have ever recived...........

DavidJBrown — Thu, 16 Apr 2009 07:28:04 GMT

Fist Plus let my domain expire, even though it was set to Auto renew, on top of that they don't even tell me it has expired and the first I know is an email from Nominet.
Then I have to chase up to find out what is going on and they "lose" my notes of when the domain was renewed in 2007. Then I am told it is going to be about £80 to renew and host the domain.
Now they have stopped my email service and are not updating my support ticket (28431116 in case you've "lost" the info again).
It does not inspire confidence in this company at all, and the £28 referral credit I have seems pointless.
Is anyone else having these problems?
It makes this company look very amateur.
D

Re: The worst customer care I have ever recived...........

orbrey — Thu, 16 Apr 2009 07:56:06 GMT

Hi Mr. Brown,
Sorry about the hassle, I've talked to the agent who's looking into this for you and you should be hearing from him shortly.

Re: The worst customer care I have ever recived...........

DavidJBrown — Thu, 16 Apr 2009 09:08:57 GMT

I would be more willing to belive you if my support question I updated on tues had been replied to. As of yet still no reply.................

Re: The worst customer care I have ever recived...........

orbrey — Thu, 16 Apr 2009 09:19:08 GMT

On checking I can see that the only open ticket on your account was replied to at about 9:20 this morning.

Re: The worst customer care I have ever recived...........

DavidJBrown — Thu, 16 Apr 2009 10:27:39 GMT

Funny that, nothing since Tues and then a reply an hour after I post.....................

Re: The worst customer care I have ever recived...........

DavidJBrown — Sat, 18 Apr 2009 21:56:23 GMT

This issue is now resolved.
I have transfered my domain away from plus who were going to charge me £100 for 2 years (£50 renewal and £25 x 2 years hosting), to another company for £5 for the 2 years (yes, a £95 saving).
A HUGE thank you to Richard Jenkins in support, the ONLY person there that actually listened, understood and tried to help.

Re: The worst customer care I have ever recived...........

Santiago — Sat, 18 Apr 2009 22:48:52 GMT

Hey plusnet that was not handled very well was it. What is going on, why has this man had to move his business elsewhere?

Re: The worst customer care I have ever recived...........

Chris — Mon, 20 Apr 2009 08:07:35 GMT

Hi David,
Sorry about these issues, and I'll pass on your thanks to Richard. Good luck with your new web host.
@Santiago
We can't match the prices of a dedicated domain company, well except for our sister company www.just-the-name.co.uk

Re: The worst customer care I have ever recived...........

avalon — Tue, 21 Apr 2009 11:50:42 GMT

You should be able to give customers warning that registration was about to expire and efficiently renew domain registrations if requested to though.

Re: The worst customer care I have ever recived...........

Chris — Tue, 21 Apr 2009 12:07:13 GMT

I can't go into the details of this account due to DPA but it's safe to say that we do send reminders.

Re: The worst customer care I have ever recived...........

Santiago — Tue, 21 Apr 2009 13:53:52 GMT

Quote from: DavidJBrown
Fist Plus let my domain expire, even though it was set to Auto renew, on top of that they don't even tell me it has expired and the first I know is an email from Nominet.

Point is if the set up had worked correctly plusnet would still have this customer.