topic Re: Removal of link to raise a complaint in Plusnet Feedback

Removal of link to raise a complaint

jelv — Tue, 07 Jul 2015 08:03:26 GMT

https://portal.plus.net/wizard/index.html
They've removed the link to raise a complaint

Re: Removal of link to raise a complaint

jelv — Tue, 07 Jul 2015 08:05:51 GMT

Just checked and https://www.plus.net/wizard/?p=wizard&page=22909&wizard_id=38 still works - time to update our signatures?

Re: Removal of link to raise a complaint

Chris — Tue, 07 Jul 2015 08:07:35 GMT

The link to raise a complaint is still in the complaints code of practice, linked from the footer of every page on the website.

Re: Removal of link to raise a complaint

jelv — Tue, 07 Jul 2015 08:09:06 GMT

Staring from https://portal.plus.net/index_portal.html it is possible to get to the page to raise a complaint online as Chris has said. I wonder how many users will find it buried at the bottom of the page?

Re: Removal of link to raise a complaint

Oldjim — Tue, 07 Jul 2015 08:12:49 GMT

I tried via http://portal.plus.net/support/service/code_of_practice.shtml and under How to Make a Complaint I get http://portal.plus.net/support/service/policies/complaints_code_of_practice.shtml and this gives the link but says that phoning or chat is preferred.
So how do the complaints team pick up complaints or isn't there one anymore

Re: Removal of link to raise a complaint

Chris — Tue, 07 Jul 2015 08:19:18 GMT

We still have a team for complaints, however some of the complaints we receive can be dealt with on chat or over the phone. If someone wants to open a complaint as a ticket the link is still there and is still also available via the contact us section of the site.

Re: Removal of link to raise a complaint

Oldjim — Tue, 07 Jul 2015 08:21:26 GMT

which just takes you to the Complaints Code of Practice where the raise a ticket option is rather well hidden as an afterthought

Re: Removal of link to raise a complaint

amcclean — Tue, 07 Jul 2015 08:23:17 GMT

These changes are getting worrying.

Re: Removal of link to raise a complaint

ITWorks — Tue, 07 Jul 2015 08:30:42 GMT

Quote from: Chris
We still have a team for complaints, however some of the complaints we receive can be dealt with on chat or over the phone.

I bet that is because customers are no longer able to raise most issues via the ticket system , so raise a ticket to complaints ?
Regards
Mike

Re: Removal of link to raise a complaint

Chris — Tue, 07 Jul 2015 08:33:49 GMT

Quote from: Oldjim
which just takes you to the Complaints Code of Practice where the raise a ticket option is rather well hidden as an afterthought

From the complaints code of practice there's a paragraph titled 'Help Assistant' which has a direct link to raising a complaint.

Re: Removal of link to raise a complaint

Anonymous — Tue, 07 Jul 2015 08:34:58 GMT

Quote from: Chris
...also available via the contact us section of the site.

If I click on 'Contact us' at the top of the page, that takes me here https://portal.plus.net/home-broadband/contact/ - clicking on the 'already a customer, contact customer services' takes me to a 'What would you like to contact us about?' section - clicking on any of the options there results in... absolutely nothing happening...
Maybe PlusNet don't want customers contacting them?

Re: Removal of link to raise a complaint

Oldjim — Tue, 07 Jul 2015 08:37:47 GMT

Quote
Raising a complaint
The fastest way to let us know if you're not happy with your service is by using our chat service (click the banner on the left) or by contacting us by telephone (0800 432 0200 from a landline or 0345 140 0200 from a mobile). You can raise a complaint via either of these methods and these are the best ways to get a quick resolution to any issue.

Clearly indicates that the preferred way of raising a complaint is via Chat or Phone and, as far as I know, neither of them goes anywhere near the Complaints Team

Re: Removal of link to raise a complaint

Anonymous — Tue, 07 Jul 2015 08:44:25 GMT

Quote from: alanj
If I click on 'Contact us' at the top of the page, that takes me here https://portal.plus.net/home-broadband/contact/ - clicking on the 'already a customer, contact customer services' takes me to a 'What would you like to contact us about?' section - clicking on any of the options there results in... absolutely nothing happening...

Seems to be working now...

Re: Removal of link to raise a complaint

Chris — Tue, 07 Jul 2015 08:46:41 GMT

@alanj
Can you let me know if this happens again and what browser you're using?

Re: Removal of link to raise a complaint

AlaricAdair — Tue, 07 Jul 2015 08:48:58 GMT

Maybe this is apt? : " ..It was on display in the bottom of a locked filing cabinet stuck in a disused lavatory with a sign on the door saying 'Beware of the Leopard'."

Re: Removal of link to raise a complaint

jelv — Tue, 07 Jul 2015 08:50:50 GMT

Quote from: Chris
Can you let me know if this happens again and what browser you're using?

Still not working for me (Firefox 39.0)

Re: Removal of link to raise a complaint

sjptd — Tue, 07 Jul 2015 08:52:39 GMT

Can you let me know if this happens again and what browser you're using?
No action for me in current versions of both Chrome and IE. Perhaps PlusNet don't include either of those in their site testing?

Re: Removal of link to raise a complaint

ITWorks — Tue, 07 Jul 2015 08:53:28 GMT

Quote from: Chris
Can you let me know if this happens again and what browser you're using?

Does not work for me on FF, Chrome and IE , all up to date
Regards
Mike

Re: Removal of link to raise a complaint

Anonymous — Tue, 07 Jul 2015 08:54:41 GMT

@ChrisWasn't working on either IE 11 or Safari on iPad
Now working on IE 11, and Chrome on iPad - still not working with Safari on iPad

Re: Removal of link to raise a complaint

w23 — Tue, 07 Jul 2015 09:05:13 GMT

Quote from: Chris
@alanj
Can you let me know if this happens again and what browser you're using?

I have exactly the same happening right now, Google Chrome Browser Version 43.0.2357.130 m, Windows 7 Professional, connected from my employer's offices via BT Business Internet. Whichever box I select turns green and that's it.