topic Re: Question #72543461 in Plusnet Feedback

Question #72543461

dratddestroyer — Thu, 01 Aug 2013 22:09:46 GMT

Hello,
I raised a question / ticket on 28 July and it is still waiting for a reply.
Can somebody at Plusnet please look into it.
Thanks.

Re: Question #72543461

adamwalker — Fri, 02 Aug 2013 08:53:39 GMT

Hi,
I've just replied to your ticket for you. I'm curious as to why you raised that as a complaint though?
Adam

Re: Question #72543461

dratddestroyer — Sun, 04 Aug 2013 13:40:14 GMT

Hi Adam,
I thought that the reason I complained would be quite obvious. I am being re-directed to a different web page when I should not be.
Please look into the reason why I am being redirected when the information is up to date.
Thanks,
Drat.
(For the benefit of the other members of the forum the complaint is I am being redirected to a different page to the one I have clicked on.)

Re: Question #72543461

orbrey — Mon, 05 Aug 2013 08:18:41 GMT

It's down to a bug in the code unfortunately, in the bit that's supposed to show if a card is expired or not - basically there's a flag in the system that shows the card is expired, hence the response Adam put on your ticket. I believe a fix is in development but as ever with these types of fixes there's a lot of testing before we can roll anything live.

Re: Question #72543461

dratddestroyer — Thu, 08 Aug 2013 19:12:40 GMT

Dear Matt,
Thanks for the honest reply. Now, if Adam had said what you said I would have been far more understanding. As it was, my immediate reaction was, well I have done nothing wrong and it's your problem so you (Plusnet) can fix it.
In an ideal world, and I am not having a go at anybody, blaming or otherwise, somebody at Plusnet with super system privileges could have been asked to log in (as me perhaps) to the relevant web page and re-input the details to (or) reset the flag.
As it is, Matt, I won't mind re-entering the details on the page as you have been honest with me.
Drat.
Adam - I am not having a go at you personally. There is nothing wrong in admitting something is broken. People will be far more understanding.

Re: Question #72543461

orbrey — Fri, 09 Aug 2013 07:33:30 GMT

Thanks very much for that, and sorry for the inconvenience it's caused. I'll check about us re-inputting the card details but I've a feeling they're very locked down - don't know who has permissions to view the full details of cards so it'd only be a limited number of our staff that could do it. There may also be legal restrictions around it (as with the Direct Debit guarantee etc and us needing to have a written request from the customer before we make any changes) - not suggesting it's as severe as that but I'd be surprised if there weren't limitations.
Either way, thanks again and I hope that putting the details back in gets everything sorted for you.