topic Re: Fault Response Times increase yet again in Plusnet Feedback

Fault Response Times increase yet again

ITWorks — Thu, 03 Nov 2016 15:55:27 GMT

On the 27th of last month this was posted

We've made progress on our response times to fault reports but these still may be 5 working days for a reply.

Although some faults are still taking longer than we’d like to respond to, we’re now replying to the majority in under 3 days.

We'll keep you updated on any changes to this.

Kind Regards,

Customer Support

Response times for the majority was under 3 days, Now it seems given the latest posting the response times for the majority is back up to 5 days just one week later

We're continuing to work on bring the fault response times down, all faults should be responded to within 5 days.

We'll keep you updated on any changes to this.

Kind Regards,

Customer Support

@Chris how are you continuing to work on bringing the fault times down ? if a week ago the majority was answered in under 3 days now its within 5 days, ( no mention of under 3 days anymore) that is an increase in response times for the majority from a week ago. ?

Regards
Mike

Re: Fault Response Times increase yet again

Chris — Thu, 03 Nov 2016 15:59:54 GMT

No, there were still some over 5 days last time. This time I've been advised that there aren't.

Re: Fault Response Times increase yet again

ITWorks — Thu, 03 Nov 2016 17:01:12 GMT

I see , although a bit confusing, as the message posted in the service status thread on the 27th did not say that there was any over 5 days:

"We've made progress on our response times to fault reports but these still may be 5 working days for a reply"
https://community.plus.net/t5/Service-Status/Fault-Response-Times/m-p/1380375#M133

I assume the majority are still been answered in under 3 days ?