topic Re: Trading standard in Plusnet Feedback

Trading standard

shutter — Sun, 20 Sep 2015 08:51:21 GMT

Quote

We're a Yorkshire-based provider selling broadband and phone services to homes and businesses throughout the UK.
Winner of the ISPA 2010 'Best Consumer Customer Service ISP' Award, we're proud to offer the UK's best value standalone broadband.

Bearing in mind the present advertising on T.V... and the bold announcements that PlusNet is an "award winning service"....
Bearing in mind, the recent withdrawal of 24/7 customer support
Bearing in mind the poor quality of customer service reported on this forum over the past 5 years
Surely, PlusNet cannot justify calling themselves an "award winning service" based on an award given FIVE years ago...

I often see B&B, Guest Houses and Hotels with plaques outside boasting of the award of a "star" rating.... and I know, from personal experience, how difficult it is to achieve, and maintain the level.... but they do have to be inspected every year to retain, renew, or improve their "status"... and the standard is recognised by the public, who can then choose according to their means/situation.
Comparing them to PlusNet.... If I saw a place which still traded on a 5 year old award... I would give them a really wide berth..... asking myself.... "so what happened since then.....obviously... they have not maintained the level, and have gone downhill...."

Just a thought...

Re: Trading standard

ScottStorey — Sun, 20 Sep 2015 09:15:04 GMT

It's more that the blurb on the community site needs updating.
The main site had all our latest awards, including 2015 - https://www.plus.net/home-broadband/awards/

Re: Trading standard

shutter — Sun, 20 Sep 2015 09:24:16 GMT

OK... I`ll concede that point..... !
If PlusNet are "so good"... how come there is so many disgruntled customers on Feedback..... and don`t forget... probably many more, who don`t even know about the forum... who just "put up with it" until it gets fixed........ eventually...
Something is wrong somewhere... and it just does not add up...
Yeah... there are always going to be mess-ups... that`s human nature... but then problems seem to "escalate" to use a well worn PlusNet phrase... and seem to get worse as time goes by...

Re: Trading standard

BadMelonFarmer — Mon, 21 Sep 2015 11:42:09 GMT

The awards listed this year are from comparison sites.
Colour me cynical and all that, but don't comparison switching sites derive revenue from commission based on sales they bring to their suppliers ?... so it is not entirely independent as you could argue that commercial relationship between the companies would generate a conflict of interest?

Re: Trading standard

Townman — Mon, 21 Sep 2015 11:50:37 GMT

If the majority of users of such sites all ran into big problems then the site would soon loose credibility from doing as you suggest.
PlusNET are indeed not without problems, however in my experience they do sort them out professionally. Their two major issues are BTOR and their order management system, particularly (apparently) where it is necessary to process orders manually. It would appear that if BTOR deliver to plan then all goes well. If there is a hiccup with BTw/BTOR and there is recourse to manual processes, it would appear that there are more opportunities fir things to go more pear than apple shaped.

Re: Trading standard

BadMelonFarmer — Mon, 21 Sep 2015 11:58:33 GMT

I am not sure that people go to comparison sites based on their credibility .... more can they save me money ... or will it stop my child going on about getting a free meerkat toy
BTOR are a pain, but I have dealt with other ISP's who are a LOT easier to contact and work with ... granted they are more expensive ... but "you gets what you pay for" and this IS where I find PN misleading as I do not call 30 plus minute calls to call centres "Doing me proud" ... far from it

Re: Trading standard

deathtrap — Mon, 21 Sep 2015 14:11:10 GMT

ISP awards are meaningless in reality, no more than marketing spiel ,

Re: Trading standard

BadMelonFarmer — Tue, 22 Sep 2015 12:11:19 GMT

http://www.bbc.co.uk/news/technology-34324046
Bottom of the article ...
"Plusnet also saw a reduction in its complaint volumes but also had more than the industry average."
Ofcom Report on complaints....
http://consumers.ofcom.org.uk/news/telecoms-pay-TV-complaints/
Interesting to see that BT, Plusnet and EE have differing complaint levels even though they are owned by the same company..... well EE is soon to be and BT actually provide the EE broadband service for the last 4 or 5 years.

Re: Trading standard

w23 — Tue, 22 Sep 2015 12:20:11 GMT

Quote from: BadMelonFarmer
"Plusnet also saw a reduction in its complaint volumes

A rather cynical analysis of that one:
Maybe due to the reduction in opening times for Customer Support along with long call waiting times, if people can't get through then they can't complain.

Re: Trading standard

Oldjim — Tue, 22 Sep 2015 12:22:21 GMT

Since that was complaints to OFCOM probably not relevant
This is the actual report http://consumers.ofcom.org.uk/news/telecoms-pay-TV-complaints/

Re: Trading standard

BadMelonFarmer — Tue, 22 Sep 2015 12:23:27 GMT

Although in fairness this report will measure the complaints made to Ofcom about the companies... Not complaints to the company themselves.

Re: Trading standard

w23 — Tue, 22 Sep 2015 12:39:56 GMT

Thanks @Oldjim, hadn't read it in that much detail.
Doesn't OFCOM refer consumers back to their supplier's complaints procedures in the first instance though?

Re: Trading standard

Oldjim — Tue, 22 Sep 2015 12:42:53 GMT

Probably but they may still log the complaint
Regardless the volume of complaints per 1,000 customers is still rotten and for phone line complaints it is a lot worse than BT

Re: Trading standard

johncena1922 — Tue, 22 Sep 2015 17:18:59 GMT

When you want to complain why is a ticket raised and an unhelpful reply . Plus Net I would rather make wooden spoons at least I can use them !