topic Re: how to wind up customers in Plusnet Feedback

how to wind up customers

Dodgydog — Wed, 15 Jul 2009 10:40:43 GMT

please sort out your website and stop misleading customers , with regards to home phone call features if you access call feature page from phone bill it lists special offers for call feature packages , under standard feature list it clearly shows annonymous call as a standard feature. hence bundleable for special offer . NOWHERE ON THAT PAGE does it suggest that this feature is not includable as it is listed under standard and not additional.When customer phones up and trys to point this out it is not very good to suggest that "we do not get in arguement over couple of pounds"
In the spirit of this can i have my internet for £3.50 next month instead of £15.99 as we dont need to argue over a few pounds ;D.
ps
the money is being refunded and i have cancelled the feature so sorted as far as we are concerned but the website needs to be made much clearer to avoid others being misled.
rant over

Re: how to wind up customers

James — Wed, 15 Jul 2009 10:44:14 GMT

Hiya,
Could you possibly give me the link and quote where it says that anonymous call reject is supplied as included?

Re: how to wind up customers

pjmarsh — Wed, 15 Jul 2009 10:49:54 GMT

As far as I can follow what you've said I get to this page, where Anonymous Call clearly has £4.00 a month next to it, as attached. Is that where you are looking?
Phil

Re: how to wind up customers

MauriceC — Wed, 15 Jul 2009 10:58:31 GMT

I agree Phil, but the OP's point is that despite it's posted 'one off' charge of £4, it appears in a list of 'Standard features' and is not excluded from the Bundling offer?
I believe the OP is correct. ACR as offered currently needs to have a note excluding it from any bundled price.
My 2p

Re: how to wind up customers

pjmarsh — Wed, 15 Jul 2009 11:05:17 GMT

Argh, right, I understand now. I misread it as the OP thought it was not chargeable! Yes, I agree now as well!
Phil

Re: how to wind up customers

paulby — Wed, 15 Jul 2009 11:12:43 GMT

I've just had a play about with the call features in my control panel (without ordering any!!) - ACR is always charged at £4 irrespective of bundling of other features. It would appear that it should be listed under "Advanced Features" along with Voicemail Extra.
As it stands it would suggest that it would be available for less than £4 if you took ACR plus Caller ID for example (i.e. two features for £3.00).

Re: how to wind up customers

Strat — Wed, 15 Jul 2009 11:36:19 GMT

Would it be better named 'Standard Call Options'
Just a thought.

Re: how to wind up customers

James — Wed, 15 Jul 2009 13:48:18 GMT

Hi,
We've raised this as a problem, which is now with our Developers.

Re: how to wind up customers

Dodgydog — Wed, 15 Jul 2009 14:00:07 GMT

Jameseh , i see that i am not the only one to read it like it is and i pointed this out to CS 2 months ago and it was going to be looked into , last month it was going to be looked into and a couple of days ago it was going to be looked into lol so i thought i would put it up on here and see how many people read it as i did.

Re: how to wind up customers

James — Wed, 15 Jul 2009 14:01:58 GMT

Yup, as above we've raised it with our developers who'll make a change to the page that you've mentioned.

Re: how to wind up customers

pierre_pierre — Wed, 15 Jul 2009 16:33:56 GMT

looking at the above I am also confused
my account summary
Billing period: 24/06/2009 to 23/07/2009 Product: Home Phone Anytime
Calls: £0.00
Call Features: £1.96
Line Rental: £10.95
TOTAL: £12.91

my call features
Standard Call Features

Buy more than one standard call feature and save up to £7.99
2 for £1.96 save up to £3.54
3 for £4.50 save up to £3.50
4 for £6.00 save up to £7.99
5+ for £7.50 save up to £5.50
[Active]

Caller Display £0.99 per month Information
Call Waiting £2.50 per month Information

Call Divert £2.50 per month Information
Ring Back £2.50 per month Information

Reminder Call £2.50 per month Information

Anonymous Call £4.00 per month Information

Voicemail £0.00 per month Information

Sub-total:
£0.99

Multiple features saving
£0.00
Updated monthly cost:
£0.99

Re: how to wind up customers

pierre_pierre — Fri, 24 Jul 2009 11:27:07 GMT

@James, they have done it again
Qty Description Unit VAT Gross
1 Value charge for the period 26/06/2009 to 25/07/2009 £5.21 £0.78 £5.99
1 Home Phone Anytime charge for the period 24-07-2009 to 23-08-2009 £9.52 £1.43 £10.95
1 charge for the period 24/07/2009 to 23/08/2009 £1.70 £0.26 £1.96