topic Re: Question (ticket) handling issue. in Plusnet Feedback

Question (ticket) handling issue.

Apprentice — Wed, 09 Dec 2015 15:32:56 GMT

What's the latest number of hours/days to wait for a reply just now?
Question handling stats are not updated as can be seen from attachment
Is it quicker using social media these days e.g. Twitter?

Re: Question (ticket) handling issue.

Apprentice — Wed, 09 Dec 2015 19:07:51 GMT

Update
My question/ticket was replied to for the first time this afternoon at 5.28pm, 46 hours later from raising it.

Re: Question (ticket) handling issue.

dippo — Thu, 10 Dec 2015 13:30:06 GMT

I've just been told on Live Chat that PN are allowing 3 days to respond to tickets. When I suggested that they should let customers know this, as it can be a key factor in advising available dates for engineer visits, the advisor agreed with me, and said they should ask people to respond to those requests on Live Chat.
But they don't.

Re: Question (ticket) handling issue.

domino211998 — Wed, 20 Jan 2016 09:44:39 GMT

Hah, you think 46 hours is bad?
Reported mine on Friday 15th, it's now Wednesday 20th, and not even a single reply. They'll reply 'soon' though, so it's okay!

Re: Question (ticket) handling issue.

adamwalker — Wed, 20 Jan 2016 11:52:09 GMT

@domino211998
One of my colleagues is picking this up right now.

Re: Question (ticket) handling issue.

Chris — Wed, 20 Jan 2016 11:53:49 GMT

It's also worth noting that the estimates on that page don't include fault tickets:
These question handling stats relate to questions directed at our front-line support team. More complex issues, fault investigations and issues that require the help of other departments within the business may take longer to turnaround.