Rumour about Customer Support
Quote from: Wheel_nut
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.
Yes indeed it is a business and not a mutual and yes like all of us I'm just a customer paying a sub.
However my point was that I could have selected any broadband operator but decided to select plusnet on the basis that the service was reasonable price and that from the contents of the site that unlike a lot of the consumer ISPs they seemed to know about what they were actually selling rather than just reselling someone else's product.
Therefore, I tend to like to deal with those running the service that I'm paying for who is a networking professional as opposed reading from a script who is a customer service professional.
While in any team, people will have differing knowledge and levels of knowledge, its more likely I will deal with someone that can help from first point dealing with sheffield.
Besides this, I'm keen to support jobs remaining in the UK in the same way as people in SA would support jobs there and would be a little concerned if one of their firms anounced that support was being outsourced to Sheffield or anywhere else in the UK or elsewhere.
And yes, everyone is entitled to their opinion.
as thankfully we don't yet live in a dictatorship provided you discount the coronation of our cuurent PM as opposed to him becomeing leader and calling an election which would have given us the chouce but that debate is for another place.
Which customers will be affected by this Outsourcing?
Quote from: orbrey
Quote from: axisofevil Which customers will be affected by this Outsourcing?
Is there anything in particular you're worried about? We don't have a great deal of specific information as we've already said, simply because the decisions haven't been made. Should any further changes be taking place we will be blogging and posting here letting you know what's going on.
Well yes!
As an ex-customer with Demon, I was driven half-mad by ill-trained people in India following their scripts and never volunteering any help.
(This was despite the head office being about 3 miles from my house).
These people were unable to have any contact with BT for sorting out profiles.
Presumably BT wouldn't respond favourably to these foreign calls...
Basically my major reason for switching to Plusnet was that it promised a UK support centre.
See
http://portal.plus.net/residential/broadband/bbyw_option3.shtml
Especially 24/7 support from experts in the UK
Plusnet should appreciate that this is a major selling point - and something that is very persuasive in retaining customers.
Surely there are empty buildings in Sheffield or London that could be put to use?
Anyone who can set up a comms line all the way to Durban could manage a UK line.
The SA centre will expand.
The Sheffield centre will contract.
Call me a cynic.
The Sheffield centre will contract.
Call me a cynic.
Quote from: axisofevil The SA centre will expand.
The Sheffield centre will contract.
Call me a cynic.
OK You're a cynic but when you think about plusnet's business, why do they need a location in the UK at all.
Apparently the South African CS department is the best thing since sliced bread, so will plusnet will move more departments to Durban?