topic Re: Reply on Support ticket..How long? in Plusnet Feedback

Reply on Support ticket..How long?

DavideB — Mon, 22 Apr 2013 11:35:54 GMT

How long does it take to reply a support ticket? 4:53pm, Saturday 20 Apr 2013 I left a message I got my answer back 12:20am, Sunday 21 Apr 2013 I do think that that is a BIT of a long time: I then replied 6:36pm, Sunday 21 Apr 2013 and STILL WAITING for an answer...
All because I got offered a deal for being a loyal customer and now Plus.Net want to retract it saying that that it was the lads fault because it was a training issue..even though he asked his line manager first.
Many Thanks
DavideB

Re: Reply on Support ticket..How long?

ITWorks — Mon, 22 Apr 2013 11:47:44 GMT

I assume you agreed to the offer (verbal) over the phone therefore forming a legally binding contract , was you then told on the same call you could not have it or by ticket?.
You have agreed a new contract they have to honour it. If they do not make a complaint
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
Btw just over 7 hrs fore a reply is good going, target time is 24hrs

Regards
Mike

Re: Reply on Support ticket..How long?

DavideB — Mon, 22 Apr 2013 12:06:59 GMT

Hello Mike
The offer was in writing and I accepted in Writing. I just hope they honor their agreement.
Thanks
DavideB

Re: Reply on Support ticket..How long?

ITWorks — Mon, 22 Apr 2013 12:14:05 GMT

David they have to its legally binding . they made an offer you accepted.
Am sure one of the Plusnet team will come to the thread and sort it for you.
This look very poor and unprofessionally on PN part.
Regards
Mike

Re: Reply on Support ticket..How long?

chrispurvey — Mon, 22 Apr 2013 16:18:13 GMT

Hi DavideB,
Sorry for the wait, I've replied to your ticket, let me know your response wither via the ticket or here.

Re: Reply on Support ticket..How long?

DavideB — Mon, 22 Apr 2013 16:46:38 GMT

Hello Chris
Thanks for getting back to me: I have replied in the ticket system....All I hope that Josh is not in trouble as he did the right thing and asked his line manager first
Many Thanks
DavideB
adie:quote

Re: Reply on Support ticket..How long?

chrispurvey — Tue, 23 Apr 2013 08:22:37 GMT

I've replied to your ticket

Re: Reply on Support ticket..How long?

keith4x4 — Thu, 25 Apr 2013 18:08:43 GMT

7 hours you lucky ... person...
IMHO you are lucky if its within 4 days. I have had 10 day plus gaps between messages

Re: Reply on Support ticket..How long?

chrispurvey — Fri, 26 Apr 2013 08:24:25 GMT

@keith4x4
It sounds like something is wrong there, do you have any of the ticket references so I could take a look?

Re: Reply on Support ticket..How long?

chrispurvey — Wed, 01 May 2013 14:10:43 GMT

Hi DavideB,
It looks like everything has been installed for you today form what I can see. How's everything from you side?