topic Re: No wonder customers are confused... in Plusnet Feedback

No wonder customers are confused...

pwatson — Fri, 29 May 2015 11:28:03 GMT

I've just received a text telling my that you've sent me a router - Somewhat surprised as I'm not expecting one so I've looked at any closed tickets (yes I did manage to find them!)
The relevant ones seem to be:
104778197 - Sending out a returns bag
104923863 - Hardware queued for ordering
231571741 - Order placed for hardware bundle
The latter ticket seems to have generated the "Hi from Plusnet. Your router is in the post, it'll arrive in a few days" text. Quite apart from the fact that I haven't got any hardware to return, it really is about time you sorted out the confusing messages that you send.
I know, it will all be sorted out by the new ordering systems yada yada yada

Re: No wonder customers are confused...

MattyC — Fri, 29 May 2015 11:48:15 GMT

Really sorry for the confusion here.
For those of you who were lucky enough to be involved in the TV trial, you have had a returns bag sent out for the box. This might have triggered a text saying a router has been sent out, as it's classed as "hardware" on our systems.
Matty

Re: No wonder customers are confused...

Townman — Sat, 30 May 2015 09:38:10 GMT

Matty,
That's a fine explanation, but the sms message should not say "router" irrespective of what "hardware bundle" is being sent. This only serves to confuse and make PN look less than professional.
Kevin

Re: No wonder customers are confused...

pwatson — Mon, 01 Jun 2015 20:12:46 GMT

Very amused to find that it seems that PN's systems compound the error by sending out everything as a 'router' but the returns bag I've received also includes 'TR69 Config'