topic Re: CEO James Ford direct contact details please in Plusnet Feedback

CEO James Ford direct contact details please

daffyduck1 — Mon, 25 Nov 2013 21:29:35 GMT

Could some one please give me the CEO's direct email address or telephone number.
Dick:red All caps title edited as per forum rule.

Re: CEO JAMES FORD DIRECT CONTACT DETAILS PLEASE

Chris — Mon, 25 Nov 2013 21:42:15 GMT

Sorry but I'm not giving staff email addresses or phone numbers out on a public forum. Anything we can help with?

Re: CEO James Ford direct contact details please

keith4x4 — Mon, 25 Nov 2013 21:51:44 GMT

You can find it on the web but it takes some looking.
Kind of pointless as I doubt he gets to read his emails without someone filtering them, I have been told many times he does not get involved.
Explains a lot really
Oh and you need to search for Jamie Ford not James; I believe it’s changed since I got hold of it.

Re: CEO JAMES FORD DIRECT CONTACT DETAILS PLEASE

daffyduck1 — Mon, 25 Nov 2013 21:57:32 GMT

I would like to cancel my order through the CEO and at the same time would like to take plusnet to a small claims court for loss os earnings and phone calls made. Never have i experienced such bad customer services I placed an or order for fibre optics and a phone line to be installed at my new address in mid October, an appoitment was given for the 12th Novemeber then changed by plusnet to the 18th then the 19th then the 25th i have used 2 days in holiday endless amount of phone calls (which was by mobile) but today was the final straw spending on average an hour on the phone each time all i got from customer services is you just have to wait until 6pm, we have no means to find out if an engineer will come out to you today. But if i wanted to cancel they were happy to termiante the order, when i questioned what about all that I had taken off and phonecalls made I got 'all i can say is sorry'. Yet I have proof of all emails and texts plus net have sent for appointment dates.

Re: CEO James Ford direct contact details please

daffyduck1 — Mon, 25 Nov 2013 21:59:40 GMT

Quote from: keith4x4
You can find it on the web but it takes some looking.
Kind of pointless as I doubt he gets to read his emails without someone filtering them, I have been told many times he does not get involved.
Explains a lot really
Oh and you need to search for Jamie Ford not James; I believe it’s changed since I got hold of it.

CHEERS KEITH
dick:green Quote fixed.

Re: CEO JAMES FORD DIRECT CONTACT DETAILS PLEASE

artmo — Mon, 25 Nov 2013 22:27:17 GMT

Quote from: Chris
Sorry but I'm not giving staff email addresses or phone numbers out on a public forum. Anything we can help with?

A quick google and it is available - no problem

Re: CEO JAMES FORD DIRECT CONTACT DETAILS PLEASE

gnicholson8 — Mon, 25 Nov 2013 23:04:24 GMT

Quote from: daffyduck1
I would like to cancel my order through the CEO and at the same time would like to take plusnet to a small claims court for loss os earnings and phone calls made. Never have i experienced such bad customer services I placed an or order for fibre optics and a phone line to be installed at my new address in mid October, an appoitment was given for the 12th Novemeber then changed by plusnet to the 18th then the 19th then the 25th i have used 2 days in holiday endless amount of phone calls (which was by mobile) but today was the final straw spending on average an hour on the phone each time all i got from customer services is you just have to wait until 6pm, we have no means to find out if an engineer will come out to you today. But if i wanted to cancel they were happy to termiante the order, when i questioned what about all that I had taken off and phonecalls made I got 'all i can say is sorry'. Yet I have proof of all emails and texts plus net have sent for appointment dates.

So why were your appointments cancelled? was it actually buy Plusnet or the Engineers you've been waiting for? I'd hazard a guess at the latter...

Re: CEO James Ford direct contact details please

Pettitto — Tue, 26 Nov 2013 09:36:01 GMT

Hi daffyduck1,
I appreciate your frustrated by what has happened. Jamie, our CEO wouldn't be the right person to get i touch with regarding this issue. If you would like to discuss the issues you're having and are looking to make a formal complaint, you may be better off raising a complaint to our Complaints Team.
I'm sure our Provisioning Team are investigating this issue for you and will be back in touch with you as soon as they have more information for you.

Re: CEO James Ford direct contact details please

daffyduck1 — Tue, 26 Nov 2013 12:59:42 GMT

Hi I have spent another hour on the phone and turns out James Bailey customer service manager doesn't want to hear my complaint, please advise me chris if the head of customer services doesn't want to know who should I complain to

Re: CEO James Ford direct contact details please

Chris — Tue, 26 Nov 2013 13:07:57 GMT

James is our complaints manager, not head of customer service. I'm sure he'll gladly get someone to look into your complaint, however you need to follow the complaints process for this. You can find details of this here:
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
Alternatively we're happy to help you here if we can, although it looks like the engineer is booked for Thursday now.

Re: CEO James Ford direct contact details please

artmo — Tue, 26 Nov 2013 13:18:40 GMT

Quote from: Chris

I appreciate your frustrated by what has happened. Jamie, our CEO wouldn't be the right person to get i touch with regarding this issue.

But surely he might want to know what's going on in the company he heads and how his customers are being treated

Re: CEO James Ford direct contact details please

daffyduck1 — Tue, 26 Nov 2013 13:25:02 GMT

I'm sorry the engineer was booked in 12th 18th 19th and 25th and no show knowing how frustrated he is the head of customer services has proven plus net do not care about there customers and I think mr ford needs to know about this along with the general public, just off hand I will have to take another day off work, what will happen if the engineer doesn't turn up

Re: CEO James Ford direct contact details please

Chris — Tue, 26 Nov 2013 13:30:16 GMT

I really do understand the frustration of missed engineer visits and Jamie does get updated on complaint numbers and reasons for complaints.
I sincerely hope that the engineer on Thursday can sort this out for you and get you connected. I'll ask one of the team that monitor the forums to keep an eye on this for you too.

Re: CEO James Ford direct contact details please

758570 — Tue, 26 Nov 2013 13:59:11 GMT

Quote from: Chris
Hi daffyduck1,
I appreciate your frustrated by what has happened. Jamie, our CEO wouldn't be the right person to get i touch with regarding this issue. If you would like to discuss the issues you're having and are looking to make a formal complaint, you may be better off raising a complaint to our Complaints Team.
I'm sure our Provisioning Team are investigating this issue for you and will be back in touch with you as soon as they have more information for you.

I have made a complaint and still waiting for a response from complaints team!!!!!!!!! good luck

Re: CEO James Ford direct contact details please

James — Tue, 26 Nov 2013 14:39:58 GMT

Quote from: 758570
I've made a complaint and still waiting for a response from complaints team!!!!!!!!! good luck

Noone has responded to your complaint because you closed it (clearly accidentally).
I'll try and find someone to pick up the other ticket that you raised which Adam replied to yesterday.

Re: CEO James Ford direct contact details please

daffyduck1 — Tue, 26 Nov 2013 17:39:10 GMT

It turns out that once again that the engineer wont be attending on Thursday, turns out there is a problem at the exchange. So considering that I have had to take time off work and wait for engineers that didn't turn up and not even a phone call from your selves and all the phone calls I made from a mobile phone which lasted anything up to an hour each time and your team couldn't give me a reason to why the engineer didn't turn up , The order was placed over a month ago and the hand full of people that I have spoke to clearly couldn't give me any answers to what was happening.

Re: CEO James Ford direct contact details please

artmo — Tue, 26 Nov 2013 17:59:17 GMT

You have an excellent case for compensation. Keep a record of all your problems.

Re: CEO James Ford direct contact details please

daffyduck1 — Tue, 26 Nov 2013 19:03:49 GMT

Yes it appears I do have a case, especially when I phoned earlier and James Bailey Complaints Manager wouldn't even speak to me and passed the matter over to a team leader, so I have emailed the CEO directly outlining my experiences with plusnet and have asked him to sought my issue personally as clearly no one else wants to know. If I dont get a response then I will ask the ceo to personally cancel my contract refund my money and take plusnet to a small claims court for time taken off work cost that I have incurred through phone calls etc and then go public with it.

Re: CEO James Ford direct contact details please

gnicholson8 — Tue, 26 Nov 2013 19:05:08 GMT

Re: CEO James Ford direct contact details please

758570 — Tue, 26 Nov 2013 19:47:04 GMT

Quote from: artmo
You have an excellent case for compensation. Keep a record of all your problems.

Plusnet have a policy of no compensation