topic Re: Oh dear, there goes another installation. in Plusnet Feedback

Oh dear, there goes another installation.

Devonian — Wed, 01 May 2013 16:12:53 GMT

I recommended PN to my brother, he handed over £100 to have a line installed today, and BT haven't turned up.
Makes me look stupid for shouting about the 'Great service' hey?
His user name is chrismary123 if anybody is still in the office,
Cheers.

Re: Oh dear, there goes another installation.

Chris — Wed, 01 May 2013 16:17:31 GMT

Sorry to hear that, I'd suggest advising your brother to take a look at the email we sent him yesterday as that explains what's happened.

Re: Oh dear, there goes another installation.

Devonian — Wed, 01 May 2013 16:20:44 GMT

He told me he checked his email... obviously not!
It's ok, you can't call customers names... but I can... and just did!
Apologies to PN.

Re: Oh dear, there goes another installation.

Chris — Wed, 01 May 2013 16:30:12 GMT

I'll get one of the team to pick this up tomorrow morning and get in touch with your brother to sort this out.

Re: Oh dear, there goes another installation.

Devonian — Wed, 01 May 2013 17:00:09 GMT

Actually... I'm not sorry PN!
It seem's that after 2 weeks of the order being placed, YESTERDAY afternoon, Plusnet informed my brother that actually, no the order wasn't placed.
ticket number: 68991274
And like my brother said, why didn't anybody phone him?
He is on the phone right now to CS to cancel the order.
I had problems when I was awaiting activation, and looking at the other posts, so do many more customers.
This really is not good enough at all.

Re: Oh dear, there goes another installation.

Devonian — Wed, 01 May 2013 17:09:25 GMT

Well, after speaking with the CS agent, my brother agreed to another try, he said the lady was just as angry as he was, and she is the reason he didn't cancel.
It seem's the order was cancelled by BT... why are they allowed to do that?
My brother took a day off of work, he has a young family to support, and has no money, yet he has handed over £100 and lost another £55 missing a day work, now he needs to take another day off.
He hasn't even been given a date yet.
How can that be right?

Re: Oh dear, there goes another installation.

tijara33 — Wed, 01 May 2013 19:35:12 GMT

Quote
How can that be right?

It's not right, yet ofcom seem to let BTOR get away with their lousy practices time & time again. Unfortunately PN employees are the ones to incorrectly get it in the neck from annoyed customers.

Re: Oh dear, there goes another installation.

picbits — Wed, 01 May 2013 19:48:12 GMT

As above - almost exactly what I was going to type.
Unfortunately while PN is owned by PN, they don't seem to be treated any better than other BTOR reliant ISPs

Re: Oh dear, there goes another installation.

jelv — Wed, 01 May 2013 19:58:30 GMT

If he has to take a second day off work he should be able to claim for his lost wages. Have a read of http://www.moneysavingexpert.com/shopping/delivery-rights

Re: Oh dear, there goes another installation.

Devonian — Wed, 01 May 2013 21:16:23 GMT

Yup, he knows he can claim the money back, but the thing is, it's the principle of BTOR failing the customers over and over and over again, and the only people that suffer are the customer, who pays good money for the service,then pays even more in lost income, just for BTOR to cancel the appointment less than 24 hours before, by email, for a customer to check, even though they know he doesn't have internet, because the appointment is to install it!

Re: Oh dear, there goes another installation.

adamwalker — Thu, 02 May 2013 08:53:08 GMT

I'm sorry to hear about the problems your brother's had with this Devonian.
I can see that orders have been placed now. I'll keep an eye on them between now and completion and will make sure we throw a good will gesture his way for the inconvenience.
Adam

Re: Oh dear, there goes another installation.

Devonian — Thu, 02 May 2013 09:06:33 GMT

Cheers Adam you're a star.