topic Re: Contacting customer services - An utter nightmare in Plusnet Feedback

Contacting customer services - An utter nightmare

heikomorgan — Wed, 23 Aug 2017 13:18:18 GMT

Why is it so difficult to contact customer services about a pending (actually overdue) fibre upgrade?

Easy enough to speak to them when they are selling you something, but as soon as there's an issue, you're on hold for over an hour and then passed from pillar to post.

Does anyone know why web chat has ceased working?

All I want is what I'm paying for......surely not too much to ask.

Re: Contacting customer services - An utter nightmare

rongtw — Wed, 23 Aug 2017 14:16:08 GMT

Hi , Apparently WEB CHAT has been disabled by Plusnet to allow more staff to answer phones

Re: Contacting customer services - An utter nightmare

heikomorgan — Wed, 23 Aug 2017 14:27:23 GMT

Thanks for the info!

I finally managed to speak to someone, who then put me through to the WRONG department, and after a chat with them, they claimed to be unaware that web chat wasn't working, and I should "try later". They then popped me on hold for another 15 minutes before I gave up.

They certainly don't seem to have the extra staff on the phones, that's for sure.

Re: Contacting customer services - An utter nightmare

chenks76 — Wed, 23 Aug 2017 15:18:26 GMT

plusnet seem to do anything to push people towards the phones, whereas almost every other business will push people to methods other than the phone.

now i wonder who has the right idea.....

Re: Contacting customer services - An utter nightmare

Anonymous — Wed, 23 Aug 2017 15:27:21 GMT

As I have said elsewhere it makes sense to me at least to push people to the phones for tech support, as you can, in theory, deal with their issue quicker as not every one can type at speed and with talking it's easier to get the issue across. But this approach doesn't help those with hearing issues of course where chat might be a better option.

Re: Contacting customer services - An utter nightmare

heikomorgan — Wed, 23 Aug 2017 15:44:50 GMT

....or even those with full time jobs, who would still like to make use of a computer to try and get an issue resolved. I'd have no issue sitting "on hold" in chat, waiting for someone to connect and respond to me, as I can be doing other things. I can't really expect work to pay me to sit around trying to get through on the phone though.

Shame.....have been pretty happy with Plusnet for the first year, but since they talked me into fibre, I have had a number of issues, and still don't have the fibre I'm paying for. Pants really.

Re: Contacting customer services - An utter nightmare

sol_sun_ftm — Wed, 23 Aug 2017 15:50:09 GMT

with my job i cant use a phone for calls but can use it for chat. 3days ive been trying to contact customer services but no joy

I tried chat as a person wishing to join and got straight through

worst customer service i have ever known

Re: Contacting customer services - An utter nightmare

heikomorgan — Wed, 23 Aug 2017 15:58:21 GMT

Precisely my situation, Dabbler (in terms of using chat). I can use chat at work and find it useful when speaking to all kinds of companies about services etc.

Plusnet are falling down my ratings in terms of customer service now, as I can only call when every b*gger else is it seems!

Re: Contacting customer services - An utter nightmare

rongtw — Wed, 23 Aug 2017 16:20:14 GMT

Well since 2009 they have promised to get there

https://community.plus.net/t5/Plusnet-Feedback/Suggestion-employ-more-staff-to-answer-tickets-and-phones/m-p/657498

Re: Contacting customer services - An utter nightmare

Pete11 — Wed, 23 Aug 2017 16:34:41 GMT

Since 2009?..it''s not 10 years yet then. Still time to sort it.

Re: Contacting customer services - An utter nightmare

chenks76 — Wed, 23 Aug 2017 16:41:51 GMT

@Anonymous wrote:

As I have said elsewhere it makes sense to me at least to push people to the phones for tech support, as you can, in theory, deal with their issue quicker as not every one can type at speed and with talking it's easier to get the issue across. But this approach doesn't help those with hearing issues of course where chat might be a better option.

only if the phone gets answered quickly though, and only if you happen to get speaking to somone that knows their stuff.
and not every tech support issues needs an instant response - that's where the ticket system worked perfectly.

Re: Contacting customer services - An utter nightmare

shutter — Wed, 23 Aug 2017 17:52:39 GMT

@heikomorgan & @sol_sun_ftm perhaps this thread

https://community.plus.net/t5/Everything-else/Issue-with-Plusnet-Chat-and-my-Adblocker/td-p/1469368/highlight/false

will enlighten you "somewhat"... although it probably won`t make any difference..as PlusNet staff seem to be ignoring it..... again....

In short.... Plusnet has DISABLED a service for the DISABLED ( and others ) so that the ABLE hearing people can get their phone answered more swiftly,... and so the more ABLE hearing people get the service and the DISABLED ( hard of hearing ) people get pushed to the back of the queue. ..

They did this... sometime midweek last week.... and currently... they have no idea when LIVE CHAT will Rise From the DEAD.

Certainly.... Award winning customer service (NOT) and We`ll do you proud ? ? ? ha ha ha..

. I expect they are proud of what they have done....

Re: Contacting customer services - An utter nightmare

heikomorgan — Wed, 23 Aug 2017 18:00:25 GMT

I get that live chat can be used by people with hearing difficulty. It isn't limited just to those, though, surely?

Anyway, I guess I need to persevere, but I am getting bored of 30 mins+ on hold, only to then be told you're in the wrong department and slapped back on hd.

Re: Contacting customer services - An utter nightmare

rongtw — Wed, 23 Aug 2017 21:55:46 GMT

Basically Plusnet wont admit , they are short of staff

Re: Contacting customer services - An utter nightmare

shutter — Wed, 23 Aug 2017 22:59:37 GMT

@heikomorgan no, it isn`t "limited" to any particular person or ability.... it is open ( when it is not DELIBERATELY CLOSED DOWN) to all abilities..

However.. when your hearing is down to "almost" nothing.. except a few squeaks ans sqwalks, not being able to actually comprehend ANY words, let alone hold a conversation properly, on a telephone

, LIVE CHAT is an ESSENTIAL SERVICE for those disabled, like myself.

Plusnet management seem to think that as "hard of hearing"people are in the minority, it won`t matter if their most convenient service is DELIBERATELY CLOSED for the benefit of those that CAN HEAR properly, and can communicate well over a telephone.

In other words.... it is OK for Plusnet Management to discriminate against disabled customers, for the benefit of their able customers... as this will improve the overall status figures, and they will be inline for promotion or more brownie points.

Re: Contacting customer services - An utter nightmare

heikomorgan — Thu, 24 Aug 2017 05:24:45 GMT

I do understand your point. My mother is deaf, and relies on systems such as e-mail and chat, in order to independently deal with her own affairs.

I think it stinks that Plusnet can't staff up properly. Besides, if they provided what we pay for, we'd have less need to contact them in the first place.

Re: Contacting customer services - An utter nightmare

rongtw — Thu, 24 Aug 2017 06:10:13 GMT

Lets NOT forget that its not the staff here ! they do great job within the constraints of what they are told by the management

The present management have taken a once brilliant service and cut it to bare bones while taking thousands of customers with free offers ! with NO thought of support staff

Re: Contacting customer services - An utter nightmare

heikomorgan — Thu, 24 Aug 2017 06:31:29 GMT

That's your experience, and good for you.

In my experience over the last week or so, the management are clearly to blame for the length of wait, but when I have managed to speak to people, I've been passed here, there and everywhere, and am no closer to having my issue resolved. If the people were as great as you have experienced, I'd have found one who could understand the issue and help me by now.

Re: Contacting customer services - An utter nightmare

Oldjim — Fri, 25 Aug 2017 16:53:07 GMT

You miss the point

He referred to the staff here and by which he meant the staff on the forums not those who answer the phone

Taking your specific point I refer to this thread I started https://community.plus.net/t5/Plusnet-Feedback/Cancellation-appalling-delay-and-inefficiency/m-p/1464283#M77994 which agrees with you experience

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

Re: Contacting customer services - An utter nightmare

heikomorgan — Thu, 24 Aug 2017 08:49:50 GMT

Reading his post again, I'm quite sure he was referring to customer service staff, rather than staff on the forum. I've no gripe at all with the forum, so to make that point would have been irrelevant. Maybe he can tell me I've got it wrong, and he did mean forum staff.....

Either way, I'm not here to argue with any of you chaps and chapesses. Just gauging others' experience of what seems to be poor customer service.