topic Re: Support Ticket - 8 days and waiting for a reply in Plusnet Feedback

Support Ticket - 8 days and waiting for a reply

shutter — Tue, 23 Oct 2018 14:31:35 GMT

I was sent an email, with an option to "reply to this ticket"...

Question #183155414

. which I did.... EIGHT DAYS AGO...but have not had ANY response ....

WHY ?

Re: Support Ticket - 8 days and waiting for a reply

Mads — Tue, 23 Oct 2018 17:57:57 GMT

Thanks for getting in touch @shutter,

I have updated this ticket for you here.

Let us know if there is anything else we can help you out with.

Re: Support Ticket - 8 days and waiting for a reply

shutter — Tue, 23 Oct 2018 18:11:50 GMT

@Mads Thank you for the update...... however,.... your apology says

Apologies for the lack of communication in regards to this, we are currently inundated with tickets so the
re is a slight delay in replies. "

Eight and a half days with a reminder of it, via the forum, is hardly " a slight delay "..

Note, also... the original ticket, was ambiguous to say the least, ...........if it had referred specifically to the "question" there would probably have been no need for the ticket/email notification in the first place.
This would then have reduced the workload and speeded up the ticket system, had it been appliet to other tickets.

Re: Support Ticket - 8 days and waiting for a reply

picbits — Wed, 24 Oct 2018 08:15:35 GMT

I've been less impressed with the level of support received by PN since returning from Origin - the ticket system seems to have been slimmed out to within an inch of its life and telephone support seems to be the way PN are going which is less than ideal as I often work 12-14 hour days limiting my access to a phone for an hour at a time ....

I currently have a 12 day old unresolved ticket - how long before someone challenges the "We'll do you proud" claim with the ASA ?

Re: Support Ticket - 8 days and waiting for a reply

LaurenB — Wed, 24 Oct 2018 11:14:22 GMT

Hi @picbits, I've picked up your ticket and passed over the details to a colleague to get your request updated today, please allow 24-48 hours for the changes to go through.

Re: Support Ticket - 8 days and waiting for a reply

picbits — Wed, 24 Oct 2018 11:24:14 GMT

Cheers Lauren / Matt W - fingers crossed .........

Re: Support Ticket - 8 days and waiting for a reply

shutter — Wed, 24 Oct 2018 12:37:15 GMT

@picbits Hmm... interesting.... 12 days you say..... but no apology for the "slight delay" Hurrumph!

Instead.... a warning of further " slight delay" (24 -48 hours )....

Re: Support Ticket - 8 days and waiting for a reply

picbits — Wed, 24 Oct 2018 12:50:11 GMT

To be fair there was an apology on the ticket.