topic Re: Customer service response time is too slow in Plusnet Feedback

Customer service response time is too slow

Hero — Thu, 04 Oct 2012 11:34:34 GMT

Hi there
I am a new plusnet customer, placed my order last week but have been wanting to get into contact with some questions about my installation appointment. For some reason I have had to wait up to 30 minutes on the customer service line and still no answer. I know it must have been peak time but it is like going back 10 years ago when every company was this slow to answer. Maybe its because I use to be with O2 broadband and was spoiled by their excellent customer service.
I really hope you guys hire some more staff in the future. Otherwise I will go straight back to O2 as soon as O2 get fibre broadband.

Re: Customer service response time is too slow

ITWorks — Thu, 04 Oct 2012 11:47:46 GMT

Hi there
Welcome to the forum
You can always see the live customer support stats here http://portal.plus.net/supportpages.html?a=212
The current stats below don't look good at all, PN need to get more people answering phones.

Current calls waiting Longest call waiting now Average answer time today
80 20 minutes and 52 seconds 7 minutes and 2 seconds
Regards
Mike

Re: Customer service response time is too slow

Kelly — Thu, 04 Oct 2012 13:41:43 GMT

We are really busy atm. This isn't normal. I'll make sure someone updates you today though.

Re: Customer service response time is too slow

chrispurvey — Thu, 04 Oct 2012 14:03:57 GMT

Hi hero,
Unfortunately it has been busy of late, I am just looking into your ticket that you have got open and I will update very shortly.

Re: Customer service response time is too slow

chrispurvey — Thu, 04 Oct 2012 14:25:36 GMT

I've updated your ticket, apologies for your wait with this.
Please let me know if I can be of further help.
Chris

Re: Customer service response time is too slow

jelv — Thu, 04 Oct 2012 16:57:15 GMT

I presume that as CSC are struggling at the moment you are easing up on the advertising?

Re: Customer service response time is too slow

Hero — Fri, 05 Oct 2012 02:23:57 GMT

Thank you Kelly and Chrispurvey! I received an update today via email and I am happy with the answer, didn't even have to phone up again. thanks again for getting it solved for me. much appreciated