topic Re: Disgusting Customer Service - tickets being ignored. in Plusnet Feedback

Disgusting Customer Service - tickets being ignored.

kitz — Sat, 01 Oct 2016 17:01:21 GMT

This is now beyond a joke and I am totally appalled at the lack of CS response to tickets.
I have 2 tickets outstanding - neither have been looked at properly and I'm sick of being fobbed off with 'Escalating to correct pool'.

Both tickets were raised 20 Aug 2016
#132057963
#132057907

Re: Disgusting Customer Service - tickets being ignored.

St3 — Sat, 01 Oct 2016 18:26:28 GMT

your website has a plusnet logo " we do you proud " lol

Re: Disgusting Customer Service - tickets being ignored.

kitz — Sat, 01 Oct 2016 18:40:18 GMT

Yep. I'm well aware. Ironic isn't it.

I can quickly amend the landing link, but changing the design layout several hundred pages and re-uploading them takes a heck of a lot more time but believe me it is currently under consideration.

Re: Disgusting Customer Service - tickets being ignored.

Haybasha — Sat, 01 Oct 2016 18:54:19 GMT

Kitz,

You have just reaffirmed my decision to leave this shambolic company was the right choice to make. If someone with your high profile on the net can be ignored then what chance do others actually have?

All I ever received from February this year until I left last month was excuses, apologies and zero action through Plusnet in getting OR to fix the issues I had, most of which were caused by OR themselves.

In the latter stages of my subscription to Plusnet my tickets were ignored and when they weren't I was told Plusnet would do nothing to even raise my issues with OR.

I'm now free from the clutches of Plusnet and OR and living a stress free virtual life once again.

Good luck!

Re: Disgusting Customer Service - tickets being ignored.

ejs — Sat, 01 Oct 2016 19:16:59 GMT

Yeah, I can't believe Plusnet don't even have some sort of flag on the account to make sure sufficiently important people get decent service.

Re: Disgusting Customer Service - tickets being ignored.

rongtw — Sun, 02 Oct 2016 06:45:49 GMT

Lindsey Fussell, director of Ofcom's Consumer Group, said: “We expect providers to make customer service and complaints handling top priorities. While complaints have gone down, providers must work harder to better serve their customers.

"Consumers have a right to expect good service and will rightfully complain when that standard isn't met. If companies do fall short, we will step in and investigate, which can lead to significant fines." ®

PN should take notice !!!! http://www.theregister.co.uk/2016/09/28/bt_tops_ofcoms_naughty_list/

But as i suspect This Feedback is just left here and never passed up the escalator

Re: Disgusting Customer Service - tickets being ignored.

stoswald — Sun, 02 Oct 2016 16:03:59 GMT

Can I join

#134033989 put on hold for 1 week and being ignored & #134096212 - being ignored. Complaint to CEO by email - being ignored. Plusnet,taking money they shouldn't be - continues

Re: Disgusting Customer Service - tickets being ignored.

chenks76 — Sun, 02 Oct 2016 16:38:05 GMT

i actually find it heart warming that all customers are being treated like scum regardless of who they are.
it just proves that CS is failing at a base level from top to bottom of the company.

Re: Disgusting Customer Service - tickets being ignored.

rongtw — Sun, 02 Oct 2016 17:41:39 GMT

The Saff here on the forum are excelent , BUT are only able to do what THEM upstairs tell them

Re: Disgusting Customer Service - tickets being ignored.

chenks76 — Sun, 02 Oct 2016 17:44:03 GMT

the staff might as well not bother with the forum any more (some might say that happened a long time ago).
when a staffer eventually replies with the usual hollow apology and promise to make things better then all it does it rile up the already mightily [-Censored-]ed off customer(s) even more.

Re: Disgusting Customer Service - tickets being ignored.

MattyC — Mon, 03 Oct 2016 12:27:18 GMT

Hi @kitz,

I do believe that you've spoken with one of my colleagues indirectly, however I am in the process of investigating your issue for you now. Really sorry for the poor experience.

Matty

Re: Disgusting Customer Service - tickets being ignored.

kitz — Mon, 03 Oct 2016 12:48:54 GMT

Thank you.

Re: Disgusting Customer Service - tickets being ignored.

chenks76 — Mon, 03 Oct 2016 14:20:31 GMT

@kitz have you made a decision about moving to vodafone yet ?

Re: Disgusting Customer Service - tickets being ignored.

MattyC — Mon, 10 Oct 2016 14:56:10 GMT

Pleasure speaking with you today @kitz, I'll update your ticket shortly.

Matty

Re: Disgusting Customer Service - tickets being ignored.

kitz — Tue, 11 Oct 2016 12:54:58 GMT

Thank you - responded.

Re: Disgusting Customer Service - tickets being ignored.

kitz — Tue, 11 Oct 2016 13:18:37 GMT

@chenks76 Yes and its a No. There is another ISP I found which would far better suit my requirements.

However, that aside need to get my current ticket sorted first.

Matty assured me that he would feed back what we discussed yesterday about CS from the customers perspective to higher beings. I hope those at the top take note that when they see certain forum regs (and I don't just mean me) grumbling then something is going wrong.

Re: Disgusting Customer Service - tickets being ignored.

chenks76 — Tue, 11 Oct 2016 13:36:00 GMT

@kitz which ISP did you decide on? was there anything about vodafone that didn't suit?

Re: Disgusting Customer Service - tickets being ignored.

bobpullen — Tue, 11 Oct 2016 13:37:20 GMT

@chenks76 wrote:
...was there anything about vodafone that didn't suit?

I imagine the hassle around using your own router might be a bit of a blocker?

Re: Disgusting Customer Service - tickets being ignored.

kitz — Tue, 11 Oct 2016 13:52:55 GMT

What Bob said. They appear to have reversed their stance on giving out login details. They did for a while but it would appear that they've changed their minds in the past couple of weeks so that for me a major. Lack of static IP is another reason, although not quite as important I do find it very useful.

Re: Disgusting Customer Service - tickets being ignored.

chenks76 — Tue, 11 Oct 2016 13:59:34 GMT

vodafone let you use your own router.
i spoke to them during last week and had it confirmed i could, i have it recorded in the chat log.