topic Re: Long ticket handling times in Plusnet Feedback

Long ticket handling times

Steevo — Thu, 16 Jan 2014 19:54:47 GMT

Is there a reason behind the high ticket reply times experienced over the past few weeks. I've just looked on the support stats part of the member centre and found that the target is 24hours, yet the average ticket closure time is 1 day, 15 hours and 48 minutes. That's over half as much again as the original target.

Re: Long ticket handling times

ITWorks — Thu, 16 Jan 2014 19:59:24 GMT

Yes, too many customers , not enough staff to keep tickets and phone response times down to an acceptable level.
Should improve soon tho, (so we are told).
You may find this thread of interest
http://community.plus.net/forum/index.php/topic,122115.0.html
Regards
Mike

Re: Long ticket handling times

Steevo — Thu, 16 Jan 2014 20:18:37 GMT

Thanks! Seems I'm not alone in my thoughts then.

Re: Long ticket handling times

reserved — Sun, 19 Jan 2014 15:46:16 GMT

I raised a ticket over 48 hours ago and still waiting for a response

Re: Long ticket handling times

Steevo — Sun, 19 Jan 2014 16:33:12 GMT

That's weekends I'm afraid - the support guys only work Mon-Fri so if you raise a ticket on Fri, you'll be lucky to get a reply before Tuesday.

Re: Long ticket handling times

MisterW — Sun, 19 Jan 2014 17:27:02 GMT

Quote
the support guys only work Mon-Fri

The main CSC who handle calls and tickets work 24/7, there are some departments who handle specific tickets who don't work 24/7. You're confusing it with the DC team who monitor these forums ( which are not an official support channel ) who only work Mon-Fri 9-5.

Re: Long ticket handling times

Steevo — Sun, 19 Jan 2014 17:35:02 GMT

Quote from: MisterW
Quote
the support guys only work Mon-Fri
The main CSC who handle calls and tickets work 24/7, there are some departments who handle specific tickets who don't work 24/7. You're confusing it with the DC team who monitor these forums ( which are not an official support channel ) who only work Mon-Fri 9-5.

Apologies, I stand corrected. I've never had a reply to a ticket on a weekend, and if I place it on a Thurs/Fri the reply normally takes until the beginning of the next week at the earliest.

Re: Long ticket handling times

MisterW — Sun, 19 Jan 2014 18:17:36 GMT

Tickets are taking a VERY long time for a response these days!
I can remember the good old days when a 4 he response was typical.

Re: Long ticket handling times

Chris — Mon, 20 Jan 2014 09:20:32 GMT

Quote from: reserved
I raised a ticket over 48 hours ago and still waiting for a response

I'm guessing this isn't on your normal account as there are no tickets on there from that date.
Ah found it on your old account

Re: Long ticket handling times

reserved — Mon, 20 Jan 2014 09:59:41 GMT

Thanks Chris, perhaps I should have mentioned it was on my Waitrose email account!

Re: Long ticket handling times

CZEMacLeod — Mon, 20 Jan 2014 19:20:53 GMT

I'm finding serious delays in getting any reply or resolution to tickets...
Original ticked raised 11th December, then conveniently lost over Christmas (not sorted by that point).
Raised new ticked 10th January, still not actioned as requested despite my comments on the 13th, 15th and again today.
I have been a long time customer of Plus.Net but the response times and general service seems to have taken a serious turn for the worse...

Re: Long ticket handling times

jelv — Mon, 20 Jan 2014 20:31:12 GMT

Have you read the topic linked in the first reply?