topic Re: Support Phone Numbers - description is confusing in Plusnet Feedback

Support Phone Numbers - description is confusing

Oldjim — Fri, 14 Nov 2014 11:32:25 GMT

https://www.plus.net/home-broadband/contact/
The staff on here refer fairly frequently to the "Customer Options Team" but the linked page only says "Residential Cancellations" so either that should be the term used or the text on the linked page should be changed

Re: Support Phone Numbers - description is confusing

Chris — Fri, 14 Nov 2014 11:50:29 GMT

I think having the page say 'cancellations' makes sense as that's what that customers may be looking for when dialling that number. Maybe we need to be clearer when we talk about the Cusotmer Options Team that they are the Cancellations team too.

Re: Support Phone Numbers - description is confusing

Oldjim — Fri, 14 Nov 2014 11:58:20 GMT

or change the description to "Cancellations and Customer Options"

Re: Support Phone Numbers - description is confusing

jelv — Fri, 14 Nov 2014 12:05:01 GMT

Jim, you are forgetting that Plusnet would far rather users who don't learn about the customer options team through places like this think that as an existing user they can't get anything like the offers available to new users. This ensures that they will have researched the opposition before ringing Plusnet and a good proportion will be absolutely set on leaving when they ring up. Generating a high churn is essential because it means sales get get bigger bonuses for new users when people return after a year or so elsewhere.

Re: Support Phone Numbers - description is confusing

Oldjim — Fri, 14 Nov 2014 12:08:47 GMT

And I thought I was cynical
More to the point - given that most users will move to Sky or TalkTalk which are full LLU and a MAC isn't needed and Plusnet will have no chance to persuade them to stay which seems to be a massive own goal by Plusnet

Re: Support Phone Numbers - description is confusing

jelv — Fri, 14 Nov 2014 13:51:28 GMT

If you go to product change in the members centre it has the normal support phone numbers - shouldn't there be a "Need help choosing your new product?" box with the COT numbers?

Re: Support Phone Numbers - description is confusing

avatastic — Fri, 14 Nov 2014 13:59:42 GMT

Quote from: Oldjim
And I thought I was cynical
More to the point - given that most users will move to Sky or TalkTalk which are full LLU and a MAC isn't needed and Plusnet will have no chance to persuade them to stay which seems to be a massive own goal by Plusnet

Except that Plusnet won't know to close off the account and will continue billing the migrated EU.

Re: Support Phone Numbers - description is confusing

Oldjim — Fri, 14 Nov 2014 14:06:46 GMT

Yes they will - assuming that the systems work as they are supposed to - they are informed of the transfer by BT Openreach and, as it would be phone plus broadband there would be the usual 10 (working ? ) day cooling off period

Re: Support Phone Numbers - description is confusing

avatastic — Fri, 14 Nov 2014 15:23:33 GMT

Quote
assuming that the systems work as they are supposed to

Thanks OJ I needed a laugh today!