topic Question #109234065 CS Feedback in Plusnet Feedback

Question #109234065 CS Feedback

gt94sss2 — Mon, 05 Oct 2015 13:12:46 GMT

Hi,
I generally manage my fathers Plusnet account on his behalf given he is now in his mid-70's.
I would like someone appropriately senior at Plusnet CS to have a look at the above ticket and especially the reply to him dated 4:56pm, Wednesday 23 Sep 2015.
Even if my father wasn't getting on in years, I'm not sure that the dismissive tone in that reply - potentially bordering on rude - is appropriate when communicating with any of your customers (and would suggest that someone might need some more CS training/a better understanding of Plusnet's complaints process).
Furthermore, my father migrated away from Plusnet in August but Plusnet have billed him on both the 18/08/2015 and 18/09/2015 for services he no longer receives.
Thank you.
Sunil

Re: Question #109234065 CS Feedback

adamwalker — Mon, 05 Oct 2015 15:31:05 GMT

Thanks for getting in touch.
I've taken a look at that response and in all honesty I can admit it doesn't read well but I disagree the tone is bad " I'm afraid I will be repeating what my colleagues have stated." to me is a very polite way of reaffirming what we need to tell you which has already been mentioned. I will be passing on some feedback suggesting how this could have better been handled.
I apologise for the billing issue, this has been documented on ticket 109277306 which will be picked up by our billing team soon.

Re: Question #109234065 CS Feedback

gt94sss2 — Mon, 05 Oct 2015 18:32:55 GMT

Quote from: _Adam_Walker_
I've taken a look at that response and in all honesty I can admit it doesn't read well but I disagree the tone is bad " I'm afraid I will be repeating what my colleagues have stated." to me is a very polite way of reaffirming what we need to tell you which has already been mentioned. I will be passing on some feedback suggesting how this could have better been handled.

Adam,
Thanks - its possible that I am being over-sensitive but it is my father and he is getting on in years
As you say, the response doesn't read well and it wasn't so much the 'I'm afraid I will be repeating what my colleagues have stated' element but the blanket refusal to issue a deadlock letter which had been requested 3 times in that ticket so he could take his complaint further to an ombudsman if he so desired ('I do not believe this constitutes a deadlock as no offers have been made and rejected and there is nothing that is in dispute') - and he is/was obviously disputing something or why complain!
As it is, I know that Plusnet have already offered to refund the item in question and I suspect my father will be accepting this but I wanted to make the general point about improving communication which you have picked up on - so thank you for that and for noting the billing issue
Best,
Sunil