topic Re: My Customer Experience in Plusnet Feedback

My Customer Experience

happysnapper — Thu, 04 Jun 2015 10:21:11 GMT

Ordered Plusnet install to new house 3 weeks ago.
Paid, responded to an issue with direct debit set up .... All good.
Install date today, no email, no router, no text, no email, no explanation from CS as to what's gone wrong.
Promised a router in the post.
[slow hand clap]

Re: My Customer Experience

happysnapper — Thu, 04 Jun 2015 11:54:00 GMT

3 (no, wait) 4 Text messages:
Text 1:
Your router is in the post, it'll arrive in a few days. We'll text you again when your broadband is ready, please don't set up your router until then.
(question: how can I set it up when it isn't here?)
Text 2:
Suppliers need to perform a survey to assess the capacity for your new line
(A reasonable customer might reasonably ask why that hasn't been completed in the 3 weeks since Plusnet took my £70 and today, install day)
Text 3:
I have now placed an order to start your telephone service in the new property. Your engineer appointment will be confirmed in the next few working days, as our
Erm, that's it. Text ends there.
Text 4:
Another text arrived telling me a question ticket has been opened repeating the above.
Well played Plusnet, well played. I'll be billing you for the inconvenience and wasted time.
http://www.telegraph.co.uk/finance/personalfinance/money-saving-tips/7914426/British-Gas-customer-wins-2000-payment-for-wasted-time.html

Re: My Customer Experience

happysnapper — Fri, 05 Jun 2015 06:54:25 GMT

Despite having a binding agreement with Plusnet for an install for the 4th Plusnet have now told us the install will happen on the 16th
No explanation, no apology, nothing.
That's 12 days from here and that's shoddy.
We're using mobile data until then and will be sending the bill for any excess data usage to Plusnet.

Re: My Customer Experience

MatthewWheeler — Fri, 05 Jun 2015 09:44:40 GMT

Your community account links to a old account which is no longer with us.
If you can message me the username or a ticket number I can see if there's anything we can do.

Re: My Customer Experience

happysnapper — Fri, 05 Jun 2015 12:16:22 GMT

Thank you, messaged u/n and ticket number.
In a rare but welcome display of proper customer service my mobile provider has given me 1 free GB of 4G data to tide me over.
That's saved Plusnet a few quid

Re: My Customer Experience

MatthewWheeler — Fri, 05 Jun 2015 13:16:46 GMT

Thanks I'm checking this now.

Re: My Customer Experience

happysnapper — Fri, 05 Jun 2015 13:27:18 GMT

Thanks very much. I had an email today telling me I now have a (working) phone number so the process is now under way.
Ought to have been under way 3 weeks ago though

Re: My Customer Experience

MatthewWheeler — Fri, 05 Jun 2015 13:50:02 GMT

It looks like due to a system issue the new line install order wasn't placed.
I'm trying to get this expedited for you due to this.
If you could provide me with 3 slots for next week (Mon-Fri AM or PM) I'll try to get one of them.

Re: My Customer Experience

happysnapper — Fri, 05 Jun 2015 13:53:07 GMT

I'll take whatever I can get, earliest available, please.

Re: My Customer Experience

MatthewWheeler — Fri, 05 Jun 2015 14:02:43 GMT

I've requested the earliest ones next week and as soon as I have a update I'll update the ticket.

Re: My Customer Experience

happysnapper — Fri, 05 Jun 2015 14:09:07 GMT

Thanks Matthew, much appreciated.

Re: My Customer Experience

MatthewWheeler — Fri, 05 Jun 2015 15:30:34 GMT

Good news!
I've managed to get the 9th between 8am and 1pm booked in.
This is for the phone line and once that's been done we'll place the broadband order. That can take up to 4 working days.

Re: My Customer Experience

Townman — Fri, 05 Jun 2015 18:39:41 GMT

Matthew,
I've suggested / asked before - is the no "order not making expected progress" management exception reporting?
I know there are huge issues with the BT business systems which are responsibke for around 75% of the failures. Surely a small investment in failure to progress alerting would pay dividends in improving customer satisfaction.
Waiting for the big strategic improvements is too long a wait and too big of a risk to the business. Tactical solutions are required now... Hmm think I said that a year ago...
Kevin

Re: My Customer Experience

catelliott — Sat, 06 Jun 2015 14:33:30 GMT

Hi Kevin
The short answer is "yes", and it's handled by our incident management team.
In this case, there was a system exception reported which has notified us of the accounts affected. Whilst it was a small handful of accounts, they were handed over to provisioning for manual order placement. I understand that these were being worked through proactively. Whether this one was due to be worked, or whether it has fallen through the reports I am yet to tell.

Re: My Customer Experience

happysnapper — Sat, 06 Jun 2015 18:49:58 GMT

Quote from: catelliott
In this case, there was a system exception reported which has notified us of the accounts affected. Whilst it was a small handful of accounts, they were handed over to provisioning for manual order placement. I understand that these were being worked through proactively. Whether this one was due to be worked, or whether it has fallen through the reports I am yet to tell

Translation anyone? I'm sure it means something to someone

Re: My Customer Experience

pwatson — Sat, 06 Jun 2015 19:31:01 GMT

In this case there was a cock up and a few accounts have been affected. As it's only a small number of accounts we've scribbled down the details on post-it notes and left these stuck to the screen of the work experience guy who looks after getting services installed. I believe he's dealing with them when he gets a chance but I don't know if he's got to yours yet, or if your details ever made it on a post-it note anyway.

Re: My Customer Experience

Jaggies — Sun, 07 Jun 2015 12:34:34 GMT

Quote
In this case there was a cock up and a few accounts have been affected. As it's only a small number of accounts we've scribbled down the details on post-it notes and left these stuck to the screen of the work experience guy who looks after getting services installed. I believe he's dealing with them when he gets a chance but I don't know if he's got to yours yet, or if your details ever made it on a post-it note anyway.

Where's the "Like" button?

Re: My Customer Experience

Anotherone — Sun, 07 Jun 2015 21:00:59 GMT

+1, that about sums it up.

Quote from: catelliott
The short answer is "yes", and it's handled by our incident management team.

With all due respect Cat, they are handling it very very poorly, if at all. This sort of issue has not just been going on for days, weeks, or months, it's running into years. For whatever reason an order fails or gets cancelled and the customer is never told about it until it's too late.

Re: My Customer Experience

happysnapper — Tue, 09 Jun 2015 09:13:22 GMT

Quote from: Matthew
once that's been done we'll place the broadband order. That can take up to 4 working days.

Any update on this, Matthew? Phone line is live, tested etc.

Re: My Customer Experience

happysnapper — Tue, 09 Jun 2015 22:13:32 GMT

Thu 14/05/2015 10:5
Confirmation of your broadband discount
14/05/2015 to Tue 09/06/2015
Some faffing about
Tue 09/06/2015 22:04
Your broadband order - In progress
Your service is due to go live on 16/06/2015
Poor planning on my part, obv.
6 week lead time next time?