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Changes to Digicare/Complaints & Introducing Customer Relations

Mayfly
Pro
Posts: 1,260
Thanks: 149
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Registered: ‎04-06-2009

Re: Changes to Digicare/Complaints & Introducing Customer Relations

From a customer point of view it seems to me that most companies these days are reactive not proactive which means they constantly are fighting fires.
leader
Grafter
Posts: 261
Registered: ‎02-02-2013

Re: Changes to Digicare/Complaints & Introducing Customer Relations

It feels a  "change of culture" has been put in place since earlier in the year.
Which has an eerie echo to what happened dark days of 2004 -2006.
Hope not. Sad
TORPC
Grafter
Posts: 5,163
Registered: ‎08-12-2013

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Coincidence or not
PN has gone downhill since the arrival of a certain CEO in December 2013 ?Huh
I am not saying he is to blame, however the timing is suspect to say the least, especially when we were promised feedback from Andy Baker (Ex BT IIRC) (which never emerged)
Looks like Townman's prediction was correct
Quote from: Townman
I cannot see this as good news.  This is another CEO from the BT stable who is therefore not going to rock the boat with other BT divisions (Wholesale and Openreach) who as these forums testify are arguably the largest source of issues being experienced by PN users.  Everything from an ordering system which (apparently) frequently fails to notify PN of failed orders, engineer on show, in adequately skilled contractors to local infrastructure which is well past its best before date.
PN needs a CEO with serious commercial gravitas - from outside of the BT group - who is prepared to give those BT divisions the firm kick up the bum which they clearly require.
Can we look forward to a public statement on here from the new CEO informing PN's users how he is going to improve user's experience of the services delivered by PN's subcontractors?
Community Veteran
Posts: 19,250
Thanks: 413
Registered: ‎12-08-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

I can't say I have noticed a deterioration in performance, If I had then I would move to another ISP. 
Community Veteran
Posts: 6,824
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Registered: ‎27-10-2012

Re: Changes to Digicare/Complaints & Introducing Customer Relations

I think some of the supplier issues that Townman addressed remain - although there are various things that are being introduced (like the enhanced engineer visit) which will hopefully improve things.
Plusnet's Support has clearly been overwhelmed with dealing with the increase in end users. I think this is a management mistake - you should ensure you have the correct sized support team available before looking to substantially increase your end user base. Recruiting new support staff after going on a big marketing push for new users was always going to cause problems.
Overall though, I don't think there's been any deterioration in general performance.
VileReynard
Champion
Posts: 11,845
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Registered: ‎01-09-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Generally speaking!
If any Plusnet staff person distinguishes themselves by their abilities in these forums, they are swiftly promoted to a place where they are no longer in contact with customers.

"In The Beginning Was The Word, And The Word Was Aardvark."

Superuser
Superuser
Posts: 3,755
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Registered: ‎10-04-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Quote from: vilefoxdemonofdoom
......... swiftly promoted to a place where they are no longer in contact with customers.

They cannot all be elevated to CEO -  Cheesy Grin
Plusnet Help Team
Plusnet Help Team
Posts: 14,599
Thanks: 364
Fixes: 102
Registered: ‎27-04-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Quote
If any Plusnet staff person distinguishes themselves by their abilities in these forums, they are swiftly promoted to a place where they are no longer in contact with customers.

ahem, Still here and happy to help.  Wink
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 1,136
Thanks: 2
Registered: ‎30-07-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

That's because you've built a fort out of router return bags and are armed with a cricket bat.
F9 member since 4 Sep 1999
F9 ADSL customer since 27 Aug 2004
DLM manages your line the same way DRM manages your rights.
Look at all the pretty graphs! (now with uptime logging!)
snozboz
Rising Star
Posts: 404
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Registered: ‎27-07-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Grin That actually made me LOL
Community Veteran
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Registered: ‎08-01-2008

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Is it a cricket bat or an ::mand:: "attitude adjuster" ::mand:: (for staff training purposes only)
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Moderator
Moderator
Posts: 28,424
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Registered: ‎14-04-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

Quote from: avatastic
That's because you've built a fort out of router return bags..

Did someone mention returns bags

Customer and Forum Moderator. Windows 10 Firefox 69.0.3 (64-bit)

Life is tough enough without adding Linux into the mix.
Plusnet Help Team
Plusnet Help Team
Posts: 14,599
Thanks: 364
Fixes: 102
Registered: ‎27-04-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

hahaha! Cheesy
Quote
That's because you've built a fort out of router return bags and are armed with a cricket bat.

Inside that fort I sit upon a throne made of broken ADSL filters too Wink
Jess is the rightful and worthy holder of the mythical cricket bat (or "motivational aid") now.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
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Registered: ‎10-04-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

"mythical"?
Do you mean the GM Maestro has got lost? There used to be a photo of the actual bat on the community blog.
jelv (a.k.a Spoon Whittler)
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Community Gaffer
Community Gaffer
Posts: 17,713
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Registered: ‎05-04-2007

Re: Changes to Digicare/Complaints & Introducing Customer Relations

It certainly hasn't been lost! I had it by my desk for many a year, it now resides with Jess.
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 Chris Parr
 Plusnet Staff