Rumour about Customer Support
Maybe PN could send a small representative sample of customers over to South Africa to see for themselves (a bit like a customer open day).
They could then reassure the community on their return.
I am willing to sacrifice a little time to this worthy cause
They could then reassure the community on their return.
I am willing to sacrifice a little time to this worthy cause
Quote from: Jameseh Not that easy Gary.
We just lease the bottom 4 floors.
So you don't own the building then?
[Edit]
Didn't you own the building wen you were in the old Force9 building?
Yes but I am 70% certain that Force9 did own the building, and yes a lot of companys don't own the building, for example the DHSS dozent own the building that vay are in now, in Middlesbrough.
[Edit]
Yes it looks like all companys are doing it that way vees days!
[Edit]
Quote from: Mark The lease is an asset of the business during the lifetime of the lease.
Yes it looks like all companys are doing it that way vees days!
Quote from: Oldjim
Quote from: techguy Please please please, direct your main customers (the non white label ones) to your Sheffield facility because I want to deal with people from Sheffield I tell thee
Non white label means customers like myself who have signed up to plusnet rather than for example waitrose.
For the sake of anyone that doesn't know the term white label refers to where a company such as Plusnet provide the IP networking facilities in exchange for a fee from the company such as the John Lewis partnership or perhaps a share in the monthly sub.
in exchange, all communications and portals for the service are branded so unless you ran a tracert you would have no idea that the service wasn't being provided by waitrose.
The way I see it, I have bought into the company and its people for what it is rather than just because its a net connection.
Due to what I do for a living I tend to look a little deeper into an ISP (price did play a factor but I also looked at things such as the network info which influenced my decision to sign up)
While the point about Durban and Sheffield working closely is noted, the chances are that Durban is run by a contractor, not by plusnet and the good folks in sheffield built and operate their network on a daily basis so are far more likely to quickly pick up on a problem than a contracted call centre person who is reading from a script or having to have the customer hold while they consult with sheffield.
You buy net access from waitrose, you deserve what you get as you haven't really exercised a conscious choice but customers like me and others on here have.
Quote from: techguy
The way I see it, I have bought into the company and its people for what it is rather than just because its a net connection.
Due to what I do for a living I tend to look a little deeper into an ISP (price did play a factor but I also looked at things such as the network info which influenced my decision to sign up)
While the point about Durban and Sheffield working closely is noted, the chances are that Durban is run by a contractor, not by plusnet and the good folks in sheffield built and operate their network on a daily basis so are far more likely to quickly pick up on a problem than a contracted call centre person who is reading from a script or having to have the customer hold while they consult with sheffield.
You buy net access from waitrose, you deserve what you get as you haven't really exercised a conscious choice but customers like me and others on here have.
IMHO, you have a rather distorted view of your position in the PlusNet Galaxy. You have not "bought in" to PlusNet; rather, you are simply a customer. PlusNet is not a Mutual company and as such, you have no place in their business decision making process. If you like the service you stay and if you don't , you can leave within the terms of your contract.
This Forum allows us to input our views to PlusNet to facilitate them giving us what we want for the fees we pay them. We are only one such party inputting views and in the spectrum of the galaxy, we are lower in priority than some others - for example BT who own the company.
Remember that it was BT who bought MAAF and lobbed it into the PlusNet portfolio. You have to consider that BT will be monitoring PlusNet's responsible use of the BT assets under its management and in this context, PlusNet have to consider the investment made in Durban and the perceived value of the service and quality of service that it provides to MAAF and JLP customers.
Only my opinion and I am entitled to that.
When I joined up with Plusnet, my first question was:-
Is your call centre in the UK?
Knowing that BT own Plusnet, my second question was:-
Is there any likelihood that Support would be Outsorced to India?
(Foolishly, I didn't add "or any other country where labour is cheap").
Just how close are contacts between BT and South Africa?
I mean if Plusnet want to send a BT engineer out, will the travel claims be rather large?
I think users should be allowed to opt for the support centre of their choice.
Where do you think they will choose?
Is your call centre in the UK?
Knowing that BT own Plusnet, my second question was:-
Is there any likelihood that Support would be Outsorced to India?
(Foolishly, I didn't add "or any other country where labour is cheap").
Just how close are contacts between BT and South Africa?
I mean if Plusnet want to send a BT engineer out, will the travel claims be rather large?
I think users should be allowed to opt for the support centre of their choice.
Where do you think they will choose?
