topic Re: Worst Customer Service Ever in Plusnet Feedback

Worst Customer Service Ever

johnhaleso — Fri, 25 Oct 2013 11:30:06 GMT

Good Morning, as a new customer to Plusnet, have to say the service
received has been the worst I have ever encountered in 13 years of
being online. Regret getting involved now, and even though I've
not had any service, trying to get out of a service not fit for purpose
was just met by the threat of a debt collection service from the
less than lovely man in the cancellation department, great way
to welcome a new client on his supposed first day!
Wonder if someone could help, I have looked up making a complaint
and it says I do this through customer services after logging in.
Can't seem to see it at all, any help appreciated.
Messaging from my local library, as I have no service at all...

Thank You
John.

Re: Worst Customer Service Ever

adamwalker — Fri, 25 Oct 2013 11:42:19 GMT

Hi John,
Welcome to the community forum, really sorry about the issue with the service. As you may know we've raised a fault with our suppliers and the estimated time for repair given is the 29th.

Quote
trying to get out of a service not fit for purpose was just met by the threat of a debt collection service from the less than lovely man in the cancellation department

I'm not sure of the full context of which that was mentioned but assuming that it was the same call I can see that we've added to ticket 76245986 that you'd be able to cancel without penalty if we're unable to resolve the fault.

Re: Worst Customer Service Ever

johnhaleso — Fri, 25 Oct 2013 11:50:33 GMT

Good Afternoon Adam, Thank You for your reply.
I don't want to continue with Plusnet, yesterday has
left a very very nasty taste. Being spoken to in the
manner I was, is not for me.
Do you now how I take this further as I can't see
how to complain from my account?
Thank You for your help.
I don't want to try and take this up with trading standards,
Offcom etc, until I have at least tried to hear from someone
at Plusnet.
Why Plusnet would want to keep me as a customer, is quite
beyond me, because everyone I've dealt with so far has
not understanding of customer service at all.
Thank You.
John.

Re: Worst Customer Service Ever

adamwalker — Fri, 25 Oct 2013 12:22:43 GMT

I'm sorry to hear that you want to leave.

Quote
I don't want to try and take this up with trading standards, Offcom etc, until I have at least tried to hear from someone at Plusnet.

Is there anything further I can help you with or that you might need me to clarify?
If you do wish to go ahead with a cancellation you'd need to speak with our customer options team again: https://www.plus.net/home-broadband/contact/
Also if you are wanting to make a complaint, information on how to do so is shown here: http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml

Re: Worst Customer Service Ever

johnhaleso — Fri, 25 Oct 2013 12:29:58 GMT

Good Afternoon again, thank you for your reply.
Yesterdays try to cancel, was met with threats of the
debt collection people!
In the link you provide, it says...
Go to http://help.plus.net/(you'll need your account username and password)
and select 'Customer Services' then 'Making a Complaint'. This means that
you will be able to raise your complaint quickly and directly to our Complaints Team.
There is no sign of Customer services, or making a complaint
could you show me how to find that please?
Thank You.
John.

Re: Worst Customer Service Ever

w23 — Fri, 25 Oct 2013 12:32:46 GMT

Does this link work?
https://portal.plus.net/wizard/?p=wizard&page=22909&wizard_id=38
(you need to login / be logged in to the member centre).

Re: Worst Customer Service Ever

johnhaleso — Fri, 25 Oct 2013 12:42:37 GMT

Good Afternoon W23, Thank You for your help.
I could not see that anywhere.
Thanks Again.

Re: Worst Customer Service Ever

inhost — Fri, 25 Oct 2013 15:56:00 GMT

Quote from: _Adam_Walker_
you'd be able to cancel without penalty if we're unable to resolve the fault.

The fault is clearly that things are messed up from day 1 and you CANNOT fix that after the fact, why do you threaten people with debt collectors, that is so aggressive, and in fact illegal unless you have firm intent to do so after attempting in writing to resolve the issue, idiotic statements people make on the phone like this is what gets peoples credit license revoked or audited at the very least.
Let the guy out of his contract, it is clearly not about the technical fault it is about your failure to provide adequate customer service as a company, just look at the feedback on this forum... 80% poor, hey maybe you will win an award for that too..!

Re: Worst Customer Service Ever

johnhaleso — Sat, 26 Oct 2013 08:51:45 GMT

Good Morning Inhost, Thank You for your reply.
You pretty much sum up what is going on, but alas Plusnet
seem to want to make me sit out an 18 month contract
which is a no go from day one.
Wish I'd looked on this forum earlier.
A lot of the themes that run through peoples posts concerning
their treatment from Plusnet customer services I encountered
on day one.
Thank You again for taking the time to reply, it's appreciated.
jim:quote

Re: Worst Customer Service Ever

Mayfly — Sat, 26 Oct 2013 11:04:07 GMT

This is a feed back forum and to be fair 80% may well be complaints be then again most only complain few ever praise, which why occasionally you get posts like these...
http://community.plus.net/forum/index.php/topic,119374.0.html
http://community.plus.net/forum/index.php/topic,119406.0.html

many start off with a grumpy post but are happy with the out come 4-5 posts in.
I can't comment on your problems because I don't know what they are or what they are caused by all I can say is PN have always sorted any out any that I have had. Granted perhaps not as quick as I would have liked but not really understanding how the system works I have no idea what the solutions are or indeed how long they take.
Hope you get satisfaction soon.

Re: Worst Customer Service Ever

johnhaleso — Sat, 26 Oct 2013 11:56:39 GMT

Good Afternoon Mayfly, Thank You for your post.
Glad people are happy and getting a resolution.
My problems are far beyond any sort of resolution,
as in "getting service"
I just want to be able to use a different provider.
I haven't had one second of internet service from
Plusnet.
The customer service received has made this
situation irretrievable, as a new customer I didn't
realise threats, arguing, and raised voices was
all part of the customer service experience.
At one point the gentleman on the other end of
the phone opined that it was "your fault" in relation
to me and what was going on.
Not quite the first day welcome I expected.
Have now complained to Plusnet, and asked to be
released without financial penalty.
I will update here, when I have received a reply...
Thank You to all who have commented.

Re: Worst Customer Service Ever

williamward — Sat, 26 Oct 2013 13:58:39 GMT

Hi there
really sorry to hear you have had a bad time with Plus net - been with them (and the previous incarnation - Force9) for over 10 years an I have to say my experience has not been what you have had - any issues I've had (and they have been few ) have always been sorted really quickly and I've always found customer support to be first rate.
That said, I don't really know what's gone wrong in your case
In general, however, we are often very quick to criticise and slow to praise so perhaps this explains why there are some negative posts here - that does not, of course mean that you should have been treated the way you have, which is inexcusable
hope you manage to get sorted
regards

Re: Worst Customer Service Ever

adagio — Sat, 26 Oct 2013 14:52:22 GMT

Quote from: williamward
- that does not, of course mean that you should have been treated the way you have, which is inexcusable

Exactly how has he been treated? He has not told us except in vague generalities.

Re: Worst Customer Service Ever

newagetraveller — Sat, 26 Oct 2013 18:22:08 GMT

Possibly being threatened with debt collectors and more or less being told it's all his own fault might have something to do with it.

Re: Worst Customer Service Ever

picbits — Sat, 26 Oct 2013 18:48:36 GMT

It depends on the circumstances.
If a customer while in contract threatens to cancel their direct debit instructions then this could be classed as breach of contract / non payment and would with many companies result in an agency being contracted to chase the debts.
We don't know the full circumstances here or much of the story at all - the CSA may have advised that by cancelling their DD, legal action may be taken while not meaning it in a threatening way.

Re: Worst Customer Service Ever

Apprentice — Sat, 26 Oct 2013 21:09:32 GMT

Quote from: johnhaleso
Good Afternoon Mayfly, Thank You for your post.
Glad people are happy and getting a resolution.
My problems are far beyond any sort of resolution,
as in "getting service"
I just want to be able to use a different provider.
I haven't had one second of internet service from
Plusnet.
The customer service received has made this
situation irretrievable, as a new customer I didn't
realise threats, arguing, and raised voices was
all part of the customer service experience.
At one point the gentleman on the other end of
the phone opined that it was "your fault" in relation
to me and what was going on.
Not quite the first day welcome I expected.
Have now complained to Plusnet, and asked to be
released without financial penalty.
I will update here, when I have received a reply...
Thank You to all who have commented.

You can always get in touch with James the Plusnet Complaints Manager, that is if you want to of course.

Re: Worst Customer Service Ever

johnhaleso — Sun, 27 Oct 2013 12:34:08 GMT

Good Afternoon, Thank you to all who have looked in.
I will message James mentioned here.
I suspect what will happen is I will not hear much from
Plusnet until the service is up and running again.
Then their response will be that they are supplying a service
as per agreement. I may be wrong, but that is what I envisage...
I just don't want to be in an agreement with this company after
all that has happened, and not really sure why we don't just go
our separate ways.
They only time they have shown any concern, is when I want to
leave. Will keep you updated...

Thank You Apprentice, I have messaged James...

Re: Worst Customer Service Ever

Velocity — Sun, 27 Oct 2013 21:45:53 GMT

looks like a good idea to jump ship when my contracts up, what which is going off I can't imagine.

Re: Worst Customer Service Ever

Townman — Mon, 28 Oct 2013 08:37:00 GMT

Whilst there is no excuse for the reportedly poor manner that you were dealt with by the CS rep - all calls are recorded, thus I am surprised that there is no "I've listened to the call and the conduct will be reviewed with the person concerned" response here from PN - if the TECHNICAL problem is a BTOR failing, running off to another ISP is not going to fix that issue. Indeed it might just complicate matters more.
No matter which ISP you choose, it is the same problematic BTOR doing the work in the back ground. They have a monopoly on the physical delivery of service and invariably it is their failing not the ISP's (in this case PN) which results in the non-provision of service.
Clearly PN's customer service has not been perfect, but their call centre is in the UK. Their support forums are responsive and you can draw on a great wealth of user knowledge.
Unfortunately you have had a bad start, however I would counsel sitting tight, let PN get your BTOR technical issues fixed and see what comes back from James. There are far worse ISPs out there in respect of customer service.
Might I suggest you take a look at this thread - http://community.plus.net/forum/index.php/topic,119374.0.html

Re: Worst Customer Service Ever

jelv — Mon, 28 Oct 2013 09:04:21 GMT

There are ISPs with a better record for providing service, for example AAISP. They don't do unlimited but FTTC 80/20 with a 300GB allowance would cost you £60 per month.
For ISPs at comparable prices to Plusnet you will struggle to find comparable service!