topic Re: Will I get the call back? in Plusnet Feedback

Will I get the call back?

mikeonforum — Fri, 30 Oct 2015 15:15:53 GMT

After getting my youview+ box actually ordered today (after a week of chat discussions and calls I eventually spoke to someone who actually realised that there was no order and was able to put me through to someone to make that happen). I have asked for someone to call me back to discuss. I've been waiting at least an hour now. Will I get the call? The clock is ticking...

Re: Will I get the call back?

mikeonforum — Fri, 30 Oct 2015 15:25:25 GMT

Clock still ticking..

Re: Will I get the call back?

mikeonforum — Fri, 30 Oct 2015 15:46:21 GMT

I have a mail stating that my box was ordered at 1:53. So I've been waiting nearly two hours now. I might have to leave the phone unattended some time soon.

Re: Will I get the call back?

HarryB — Fri, 30 Oct 2015 16:13:24 GMT

Looking at the notes on the account I can't see any mention of a call back being agreed.
Can I ask what this was to discuss?

Re: Will I get the call back?

mikeonforum — Fri, 30 Oct 2015 16:39:01 GMT

Hi Harry,
I was told by the guy who eventually raised the order for my box that 'my manager is in a meeting and will call you when they get back'. The reason I wanted to speak to somebody was to feedback my frustration at what appears to be a gap in knowledge and communication between the plusnet and tv parts of the business in the hope that the process could run more smoothly in future.
If there has to be a job for a call back then, sadly, we have another small failure in the system as that job was not raised.

Re: Will I get the call back?

mikeonforum — Fri, 30 Oct 2015 17:09:33 GMT

Three hours sitting by the phone, contemplating how good plusnet service used to be and lamenting it's steady decline.
Not surprised but still disappointed.

Re: Will I get the call back?

mikeonforum — Fri, 30 Oct 2015 17:59:24 GMT

Waiting for four hours.

Re: Will I get the call back?

mikeonforum — Fri, 30 Oct 2015 18:30:01 GMT

Finally conceded and rang customer service again.
Denied access to a manager to discuss the failings in the process. To his credit the guy I spoke to was very calm but could not describe any system or process in place for for people switching to fibre and taking tv at the same time. I suggested that the fact that he did not know what to do or how to resolve the issue was the problem. The company will not send out the youview box until you have a fibre connection and apparently have no process for sending out the box when that actually happens. If you contact customer service as I did the majority of people will know nothing about the tv side of things (there is no tv contact number or different chat service) and so do nothing or send mails that have no effect.
I was lucky, it only took a week of online chats and phone calls to find somebody who could join the dots together and put me through to 'tv sales' to get this box delivered. How long would I have waited if I had not called persistently?
So, surely the answer is for the customer service team to be made more aware of how to help out in this situation.

Re: Will I get the call back?

HarryB — Fri, 30 Oct 2015 18:41:39 GMT

I've passed the feedback on regarding the agent that made no mention of agreeing a call back.
The TV contact number can be found Here. However that does not excuse the errors that you have unfortunately experienced.
When upgrading to fibre and taking out TV, the agent is supposed to either:

A) Advise the customer to call back once fibre is installed/active

B) Agree to take personal ownership and call the customer back once they have seen the order has completed.

This has clearly not happened/been executed correctly on this occasion, I do apologise for this and will be sure to send further feedback on regarding this.

Re: Will I get the call back?

mikeonforum — Fri, 30 Oct 2015 19:13:35 GMT

Harry,
Thanks, that is a clear answer. Indeed the TV (sales) contact number is on that link, maybe the tv support FAQs and options should point there and / or add some information regarding for tv support to use this number.
A) As far as I know I was advised to call back which is what I did, on the wrong number it would appear. As you have gathered, the problem being that the 'normal' customer service team did not know to pass me to the right department until many contacts had been made.
B) There is a chance that the person named on the ticket that was raised when the order was placed is temporarily or permanently unavailable
Thanks for listening and commenting. I always prefer to understand where things have gone wrong and if you can avoid that for other customers all the better.

Re: Will I get the call back?

MattyC — Sat, 31 Oct 2015 10:17:27 GMT

Quote from: mikeonforum
maybe the tv support FAQs and options should point there and / or add some information regarding for tv support to use this number.

That's a good point. I'll stick it on one of the stickies in the TV forum.

Re: Will I get the call back?

mikeonforum — Tue, 03 Nov 2015 14:11:13 GMT

The saga continues but no big deal right now compared to people with 'real' problems.
"Your box will be dispatched on the 2nd of November", "When your order is shipped we will confirm the tracking number"
As we can see from the forum post date, 3rd November 14:08, no tracking number and plusnet apparently cannot hurry or chase the order. This whole exercise was supposed to be a surprise for my son so he can watch the football.
Again, disappointed but not surprised.

Re: Will I get the call back?

MatthewWheeler — Tue, 03 Nov 2015 14:35:44 GMT

I'm just looking into this.

Re: Will I get the call back?

mikeonforum — Tue, 03 Nov 2015 16:05:11 GMT

Thanks Matthew. Did you find anything?

Re: Will I get the call back?

MatthewWheeler — Tue, 03 Nov 2015 16:16:10 GMT

It looks like it may have been delayed due to a system issue.
Leave it with me and I'll get this chased up for you.

Re: Will I get the call back?

mikeonforum — Tue, 03 Nov 2015 16:30:48 GMT

Thanks very much.... but surely not another issue?

Re: Will I get the call back?

mikeonforum — Wed, 04 Nov 2015 10:57:59 GMT

Silence and more disappointment.

Re: Will I get the call back?

Chris — Wed, 04 Nov 2015 11:05:34 GMT

Really sorry for the lack of update. Matthew is in shortly so I'll make sure he follows this up.

Re: Will I get the call back?

MatthewWheeler — Wed, 04 Nov 2015 11:45:54 GMT

Sorry for the delayed response.
The order is processing at the warehouse now so I'd expect it to be dispatched over the next 24 to 48 hours.

Re: Will I get the call back?

mikeonforum — Wed, 04 Nov 2015 12:12:03 GMT

Matthew,
Thanks for looking at this.
I really don't like the phrase 'expect'. I 'expected' the order to ship on Monday which was when I was told it would happen. ( the history being that the order was raised a week later than it should have been because most of the customer service people didn't know what needed to be done ). If the box is dispatched today (2 days later than planned, 9 days or so later than should have been) there is a chance I will have it by the weekend so my son can watch the football and I can spend less time chasing you guys.
Is the 'warehouse' a black box which has no lines of communication, nothing to be done there? Are we experiencing adversely high levels of youview box requirement?
thanks again