topic Re: How did Plusnet win customer service awards? in Plusnet Feedback

How did Plusnet win customer service awards?

VeniVidiFugi — Mon, 24 Sep 2018 09:27:10 GMT

There isn’t any customer service. No online chat, over an hour wait to speak to somebody who can’t help, account questions going unanswered.

Re: How did Plusnet win customer service awards?

RichardH1 — Mon, 24 Sep 2018 09:44:47 GMT

I cannot answer your question. I have just had to wait 30 mins to try to get my broadband service sorted out (ordered over 4weeks ago and involving nothing more than a transfer from another ISP that uses Plusnet) only to speak to someone who couldn't hear me so he cut me off. My phone is not faulty. As a previous Plusnet customer I have always experienced long, long wait times in trying to contact them. Really don't know baby I have been silly enough to go back to them.

Re: How did Plusnet win customer service awards?

Baldrick1 — Mon, 24 Sep 2018 09:56:23 GMT

In the land of the blind, the one-eyed man is king?

Re: How did Plusnet win customer service awards?

smiffy1 — Mon, 24 Sep 2018 11:38:14 GMT

oooops

Re: How did Plusnet win customer service awards?

Gel — Mon, 24 Sep 2018 17:14:07 GMT

CHAT should work as long as you turn off any browser POP UP Blocker.

Re: How did Plusnet win customer service awards?

VeniVidiFugi — Mon, 24 Sep 2018 18:26:19 GMT

Chat works, except that there is nobody available to chat with. My phone works too, but nobody answers, so telling me to plug it in isn’t helpful.

Re: How did Plusnet win customer service awards?

adamwalker — Tue, 25 Sep 2018 13:53:54 GMT

Hi @VeniVidiFugi, just a heads up that we've replied to another post of yours here: https://community.plus.net/t5/Fibre-Broadband/What-should-I-expect/m-p/1573748#M82893

Re: How did Plusnet win customer service awards?

Strat — Tue, 25 Sep 2018 13:58:57 GMT

Moderator's note by Dick (Strat): Topic moved from 'Fibre Broadband' to 'Plusnet Feedback'.

Re: How did Plusnet win customer service awards?

Marksfish — Tue, 25 Sep 2018 15:36:58 GMT

I was looking at this page the other day: http://portal.plus.net/supportpages.html?a=212 and wondered why it was that business was waiting so much less time for calls to be answered. Looking today, I can see it is totally reversed. there is no current longest time for residential. I remember the bad old days of Orange and waiting 40+ minutes to get through. How is it PN still can't get to grips with it? Luckily (this time around), I have had no reason to make contact, but I do wonder how it will be when and if I ever do.

Mark

Re: How did Plusnet win customer service awards?

VeniVidiFugi — Tue, 25 Sep 2018 15:39:16 GMT

You replied to the post here, but the question on my account has gone unanswered for two weeks, and the only way I can get online is to reboot my router EVERY SINGLE TIME. Why does nobody answer the phone? Why does nobody answer the question on my account? Why is there no online chat? Why is the public forum the only place you engage? Perhaps it’s time to take my complaint to Twitter or Facebook, with a larger audience perhaps you’ll actually do something.

Re: How did Plusnet win customer service awards?

mechanic123 — Tue, 25 Sep 2018 16:29:04 GMT

Come on guys, Which? lists Plusnet as very good for customer service. What must the others be like?

Re: How did Plusnet win customer service awards?

Townman — Tue, 25 Sep 2018 16:32:03 GMT

All that happens by raising issues down multiple channels is to dilute the capacity to respond.

Re: How did Plusnet win customer service awards?

VeniVidiFugi — Tue, 25 Sep 2018 18:49:45 GMT

Maybe that’s the plan. There’s already almost no customer service, so perhaps using homeopathy - dilute that so there’s nothing left - would be better. It certainly can’t be any worse.

Anyway, offering alternative channels will also dilute the people trying to contact support. Imagine 100 people all trying to call, so that’s 100 people stuck in an endless “your call is important to us” queue, with 2 people failing to answer the phone. That’s 50 people for each support person.

Now imagine 50 people on the phone, and 1 support person not answering, and 50 people online, with 1 support person avoiding the questions. That’s 50 people for each support person.

Re: How did Plusnet win customer service awards?

Townman — Wed, 26 Sep 2018 09:55:57 GMT

I rather think that you miss the point - you or any customer putting the same issue into multiple channels is the cause of diluting support proficiency. Other than phone or chat channels, there is no direct connection to your account. Therefore for each instance of your issue in any channel, an agent has to find your account, check the details … only to find that someone else via another channel has dealt with it. That is a complete waste of time and detracts from the time available to help another customer.

Just look at the significant number of responses around here which say something like "I see that a college has already dealt with this issue for you via chat / the phone / twitface".

Posting the same issue in multiple channels helps no one, so please do not do it.

PS: I recommend that you remove your personal email from the screen shot in post #1

@JonoH

Re: How did Plusnet win customer service awards?

daveplus — Wed, 26 Sep 2018 10:36:10 GMT

@VeniVidiFugi Because they are better than their rivals in the mass market. Go to any of the other forums in that category and you find even more issues being complained about. Go to https://www.thinkbroadband.com/isps/compare and see for yourself one aspect of Plusnet's rating. My personal experience for 8 years would put Plusnet at 100%. So I am one of the 80%.

Re: How did Plusnet win customer service awards?

Eavestile — Wed, 26 Sep 2018 10:39:16 GMT

I don't think you can be sending any emails to a gmail address.

Re: How did Plusnet win customer service awards?

daveplus — Wed, 26 Sep 2018 11:04:12 GMT

@Eavestile Please explain

Re: How did Plusnet win customer service awards?

Townman — Wed, 26 Sep 2018 11:08:06 GMT

@daveplus wrote:

@VeniVidiFugi Because they are better than their rivals in the mass market.

Go to https://www.thinkbroadband.com/isps/compare and see for yourself one aspect of Plusnet's rating.

@daveplus

Interesting comparison. Plusnet out performs all of the big names consistently on every measure. The only suppliers which "report" better are AAISP, Hyperoptic, IDNet and Zen who charge a lot more for the same products. All of those but Zen have very low sample rates, well less than one-tenth of the Plusnet sample rate. The Zen sample volume is less that one-quarter of the Plusnet sample volume.

In the service industry it is indeed easier to get it right more often when you do it less often … that is not to suggest getting it wrong is acceptable.

Re: How did Plusnet win customer service awards?

Eavestile — Wed, 26 Sep 2018 11:55:50 GMT

An email sent on Monday morning to my sister (on a gmail account) arrived this morning more than 48 hours later.

The same happened the previous evening with an email to a different sister. Except the message was only 24 hours late.

I am now copying myself in on my plusnet email (instant transmission) and my own gmail account (significant delay and my own emails arriving in a different order than they were sent).

This has been going on for more than a week and according to a response on a different thread may not be fixed until October (beginning or end of the month unstated). Where have Plusnet published they have a problem (apart from the admission on the website there has been a problem for 223 days and the next update is 1 March.

So for me the Which rating is inexplicable.

Re: How did Plusnet win customer service awards?

mechanic123 — Wed, 26 Sep 2018 11:58:04 GMT

In the service industry it is indeed easier to get it right more often when you do it less often … that is not to suggest getting it wrong is acceptable.

So we should get the trainee doctors to do the operations rather than the consultants!