topic Re: Plusnet launches new ad campaign focused on customer service in Plusnet Feedback

Plusnet launches new ad campaign focused on customer service

alext05 — Tue, 11 Aug 2015 09:02:17 GMT

https://www.cable.co.uk/news/plusnet-launches-new-ad-campaign-focused-on-customer-service-700000954/
Brace yourselves!

Re: Plusnet launches new ad campaign focused on customer service

Townman — Tue, 11 Aug 2015 09:33:43 GMT

Quote
Plusnet’s head of marketing Sarah Pepworth said: “We pride ourselves on being able to offer low cost broadband without having to compromise on service, and we are delighted to have a new campaign that gets this message across in a fun and memorable way.

Has Sarah used the phone lines recently? Seen the reduction in support hours? Noticed the demise of the ticket system or waited however long for chat service?

Re: Plusnet launches new ad campaign focused on customer service

ITWorks — Tue, 11 Aug 2015 09:39:31 GMT

Quote
Plusnet’s head of marketing Sarah Pepworth said: “We pride ourselves on being able to offer low cost broadband without having to compromise on service, and we are delighted to have a new campaign that gets this message across in a fun and memorable way.

Maybe she also missed the recently massively downgraded fibre broadband offering from 40/20 to 40/2 , or customers having to jump through hoops and waiting weeks/months to get their cashback/vouchers
Obviously given the above statement the only people marketing speak to is themselves, i am sure if the actively engaged with other departments the above statement would not be made
Regards
Mike

Re: Plusnet launches new ad campaign focused on customer service

Oldjim — Tue, 11 Aug 2015 10:03:41 GMT

Jesus wept - you wouldn't believe it

Re: Plusnet launches new ad campaign focused on customer service

Strat — Tue, 11 Aug 2015 10:07:35 GMT

That box of Rose Tinted Glasses Plusnet keep in the stationery cupboard are getting well used.

Re: Plusnet launches new ad campaign focused on customer service

alext05 — Tue, 11 Aug 2015 10:11:55 GMT

Oh! A teaser.
https://www.youtube.com/watch?v=LolKKNiA3gM
dick:blue Removed personal attack on staff member as per forum rules.

Re: Plusnet launches new ad campaign focused on customer service

ITWorks — Tue, 11 Aug 2015 10:15:49 GMT

Seems like they are keeping themselves busy whilst waiting to get through to support via phone/chat
Or maybe, this is what has become of the night staff , when support hours was cut.
Regards
Mike

Re: Plusnet launches new ad campaign focused on customer service

Chris — Tue, 11 Aug 2015 10:28:09 GMT

Can we please keep this civil and not directed at specific people, thanks.

Re: Plusnet launches new ad campaign focused on customer service

Townman — Tue, 11 Aug 2015 10:46:59 GMT

Chris,
I think the comments have been most civil considering. As for directing at specific people, all that has been done here is to ask how can a named individual make such a public statement which appears to be quite at odds with the many recent changes here which have diluted perceptions of customer service as evidence by the widespread comments of problems on many public forums?
Right now this marketing message does not reflect many users' experience. There is a need for a reality check - better stronger coffee is required for breakfast here.

Re: Plusnet launches new ad campaign focused on customer service

alext05 — Tue, 11 Aug 2015 11:52:10 GMT

I am surprised that a question I asked below a link to a teaser video was assumed as a personal attack.

Poor Plusnet Joe

decomplexity — Tue, 11 Aug 2015 14:29:12 GMT

In the new series of adverts, what I would really like to see is Plusnet Joe wandering round and round the PN website desperately trying to find where he can raise a ticket.
‘Help & Support’, perhaps? No: that is crammed with FAQs, Wizards and Guides.
‘Plusnet Assist’? No: it’s a wizard for broadband problems.
Obviously ‘Customer Service=> How to Contact Us’? Well no: this offers ‘Chat online’ or ‘Give us a Call’
Poor Joe. He has Trouble at t’ mill and can’t raise a Ticket. Or have tickets really vanished, even for business IT customers who expect to report problems this way, especially as it is also efficient for PN.
Has their demise been announced officially?

Re: Plusnet launches new ad campaign focused on customer service

rongtw — Tue, 11 Aug 2015 15:22:42 GMT

Think PN may think of a direct link on home page to townmans form SIG will help people
would be faster then trying to look at home page links

Re: Plusnet launches new ad campaign focused on customer service

gleneagles — Tue, 11 Aug 2015 16:13:11 GMT

Results of the recent survey must already be back for PN to make statements like that. ?

Re: Plusnet launches new ad campaign focused on customer service

MauriceC — Tue, 11 Aug 2015 19:14:18 GMT

C'mon guys. Play fair.
Since the reduction in overnight support; introduction of the part time Chat service; decimation of the ticket service and increased reliance on clueless Jess, it must be a fact that the number of recorded customer problems has taken a massive tumble. Why not shout about it?
It may take some time to recognise this delusion, so "please don't stand too close to the fan"!

Re: Plusnet launches new ad campaign focused on customer service

jelv — Tue, 11 Aug 2015 19:20:18 GMT

I had to check the calendar to make sure today isn't April 1st!

Re: Plusnet launches new ad campaign focused on customer service

amcclean — Tue, 11 Aug 2015 20:23:57 GMT

I don't contact pn all that often but if it's more dire than before these change next time I do need to contact them I will be off.
To be honest once out off contract i'll probably jump ship anyway. Really sad to see the changes that have been made.
To start a campaign on customer service when it has been cut so dramatically is strange. I trust the figures they base the new claims on are only those collected after the decimation.

Re: Plusnet launches new ad campaign focused on customer service

tijara33 — Tue, 11 Aug 2015 20:25:41 GMT

Minusnet should be prosecuted under the trade descriptions act for false advertising.

Re: Plusnet launches new ad campaign focused on customer service

dvorak — Wed, 12 Aug 2015 09:53:59 GMT

Mod:note
Topics merged

Re: Plusnet launches new ad campaign focused on customer service

deathtrap — Wed, 12 Aug 2015 10:56:02 GMT

Quote from: decomplexity
Some have short memories the ticket system wasn't exactly quick often taking days to get a response ,no, accessing customer support without issues isn't one of plusnets priorities , maybe if they stopped giving away profits on broadband , they could invest in proper support ?

Re: Plusnet launches new ad campaign focused on customer service

alext05 — Wed, 12 Aug 2015 12:01:47 GMT

Here comes Karmarama with a beautiful and moving tear-jerker!
http://www.campaignlive.co.uk/article/plusnet-broadband-loves-back-karmarama/1359680
Warning for people of sensitive nature: A router has been harmed in making of this advert.
On the plus side, no calls were made to the Plusnet's customer support.
Enjoy.