topic Re: Slow response to support questions... in Plusnet Feedback

Slow response to support questions...

pendragoncs — Tue, 31 Jul 2012 18:30:09 GMT

Do PN publish any target reponse times to Support questions raised?
I know you send out an automated email...but i don't believe it has any info on targets i.e. "We aim to respond withing X"
Tomorrow wil be day 5 (assuming support work over the weekends) since i raised a support question with now updates.
Jason

Re: Slow response to support questions...

St3 — Tue, 31 Jul 2012 18:45:38 GMT

Ive been with plusnet 10 days now and i can honestly say ive had no issues with support tickets.

Re: Slow response to support questions...

spraxyt — Tue, 31 Jul 2012 19:05:32 GMT

The current call and daily ticket response stats are on the website here. The ticket stats are for routine questions handled by the front line staff. It does say questions requiring help from other departments may take longer.

Re: Slow response to support questions...

Chris — Tue, 31 Jul 2012 20:01:34 GMT

5 days doesn't sound right, I'm assuming it's not a standard support ticket as we're turning those around pretty fast at the moment. Let me pick this up in the morning when I'm back in the office.

Re: Slow response to support questions...

waynem — Tue, 31 Jul 2012 21:38:20 GMT

Always replied pretty promtly when i have lodged a ticket !

Re: Slow response to support questions...

kdoug007 — Wed, 01 Aug 2012 08:56:23 GMT

please be kind to me ( haaaaa) but what is a ticket????

Re: Slow response to support questions...

adamwalker — Wed, 01 Aug 2012 14:21:44 GMT

@pendragoncs

We're aware that the business support team do have a slight backlog of work at the moment but nothing like 5 days, so your ticket seemed to have slipped through the net so apologies for that. Incidentally I am aware that they're working very hard to bring any backlog down at present.
I can see that you have since replied so someone is looking at responding to you again now.
@kdoug007 a ticket is our name for an online support query that's been raised through our website or raised internally on our systems.

Re: Slow response to support questions...

Wheel_nut — Fri, 03 Aug 2012 19:48:51 GMT

Hi Agam,
Besides the tardiness we are seeing in CS Staff responding to "Questions", there is also a recurrence of the old problem of the ticket being lobbed into a dofferent pool without a handshake to ensure that it has been accepted and handled.
Have a look at Question #58258241 which should be a simple Regrade order. Instead, it appears to have been lobbed across to the Regrade Team; has been rejected by some Bot and is now in limbo.
As an aside, why wasn't the regrade triggered automatically when the Exchange was upgraded to ADSL2+ almost a year ago?

Re: Slow response to support questions...

Chris — Mon, 06 Aug 2012 07:25:17 GMT

Quote
there is also a recurrence of the old problem of the ticket being lobbed into a dofferent pool without a handshake to ensure that it has been accepted and handled.

This isn't a problem, it's how the queues in each pool are handled. Having people just to accept tickets into pools isn't really feasible. The ticket has been passed to the correct team to pick up and they'll reply advising of timescales when they respond to your ticket.

Quote
Instead, it appears to have been lobbed across to the Regrade Team; has been rejected by some Bot and is now in limbo.

I'm not sure why you're saying this is in limbo? The comment on the ticket says where it's gone to and that it'll get picked up by our regrades team.

Re: Slow response to support questions...

Chris — Mon, 06 Aug 2012 07:26:37 GMT

Quote
As an aside, why wasn't the regrade triggered automatically when the Exchange was upgraded to ADSL2+ almost a year ago?

Upgrades aren't triggered automatically from this circumstance, we are working through the small number of customers not on ADSL2+ and are placing a substantial amount of orders each month to move everyone over.

Re: Slow response to support questions...

Wheel_nut — Mon, 06 Aug 2012 14:38:18 GMT

Quote from: Chris
Quote

I'm not sure why you're saying this is in limbo? The comment on the ticket says where it's gone to and that it'll get picked up by our regrades team.

I believed it to be in limbo because of the following cryptic note appended to the reply:

INTERNAL
unable to place modify order

The selected record has been modified by another user since it was retrieved. Please
continue.(SBL-DAT-00523)

Re: Slow response to support questions...

orbrey — Mon, 06 Aug 2012 14:48:03 GMT

Ah, I can understand why you might think that's put it in limbo - basically that's an error on the supplier systems which is why it's gone back to the regrades team. I can assure you the ticket isn't in limbo and the order has now been placed, it's due to complete tomorrow.

Re: Slow response to support questions...

Wheel_nut — Mon, 06 Aug 2012 17:34:42 GMT

Thanks Chris and Matt for the explanation and for kicking the order into touch.
My (perhaps mistaken) concern was that having passed the Ticket to the regrades Pool, the CS agent was not monitoring its progress and therefore the failure of the order placed on BT would not be picked up. That is what happened with my daughter's regrade about six months earlier. It was a couple of weeks before I realised what had happened and raised it here. It then happened within 48 hours.
Thanks again for dealing with my query. My referral will be a happy bunny tomorrow.