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Another +Net lie

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Another +Net lie

When I got home yesterday from a 2 day work conference i found a lovely 100/30 email in my inbox. After telephoning cs i was told if I raised a ticket the sup would be removed within 24hrs when I spoke to a supervisor he reiterated this "within 24hrs, now 26 hours later i am still capped.

2005-09-16
16:10:45
You
Open : [Support Wizard Journey]
[IE - SUP Profiling]
[Additional Information]
please remove limits

2005-09-16
16:16:23
*************
IE - Network Support & Problems Assigned : Removed the SUP profile, will monitor for seven days.

Regards,
*************

2005-09-16
16:18:23
*************
IE - Network Support & Problems Assigned : [ Internal ]

Not removed as customer hasn't actually agreed to reduce usage...

Regards,
************

2005-09-16
16:35:47
You
Assigned : i agree now please remove


2005-09-16
19:35:26
***********
Customer Support Centre Assigned : (Internal transfer)

Regards,
***********

2005-09-17
17:23:52
You
Assigned : when are you going to remove this cap ?
26 REPLIES
Ben_Brown
Grafter
Posts: 2,839
Registered: 13-06-2007

Another +Net lie

We aim to remove the restrictions in 24 working hours, not just 24 hours. Tickets in this pool will not be actioned over the weekend.
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Another +Net lie

Quote
We aim to remove the restrictions in 24 working hours, not just 24 hours. Tickets in this pool will not be actioned over the weekend.


"Expert help is at hand, 24/7, either by local rate phone call or online using the Contact Us system."

Therefore all hours are working hours so your argument, as so many of _Net's are, is fatally flawed.
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Another +Net lie

Help is available 24/7.

That does not mean they can resolve your problem in that time.

Only networks can remove the profiles, and they only work monday to friday.
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Another +Net lie

CS work 24/7/365 both answering the phone and responding to tickets.

However most depts work normal business hours so any problems/questions that CS can't answer are passed on to be answered by those depts when they are working.
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Another +Net lie

Then may I ask what the **** is the point of having Cs working 24/7 if they can do sweet F.A to solve any problems you have?

"Hello this is customer service"
"a problem you say? We can't actually DO anything, phone back during unadvertised working hours please"
"Oh, and thank you for the revenue from that phone call"
Ben_Brown
Grafter
Posts: 2,839
Registered: 13-06-2007

Another +Net lie

Customer Support can deal with and resolve the vast majority of the queries put to them. Some tasks however can only be done by specialist staff who may not be available 24/7.
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Another +Net lie

Quote
We aim to remove the restrictions in 24 working hours, not just 24 hours. Tickets in this pool will not be actioned over the weekend.


So when I telephoned at 4pm yesterday why was I Told "within 24 hrs" and not "within 24 working" hours

I pay for 24/7 customer service, how about giving it

Your probably not bothered anyway as Ive got my Mac key and you no im off


so can u guarantee to me in puplic on this forum that my service will be back as it was by 4pm monday "24 working hours"

perhaps you can also enlighten us on your working hours, or will we find out in some criterea speel in 3 months time Wink
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Another +Net lie

Edited, as it wasn't "helpful"
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please

We would appreciate it if your would refrain from making such posts as THIS, which serve no other purpose other than to provoke the situation.

It provides not benefitial feedback to the thread.
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Another +Net lie

"Network Support & Problems Assigned"

are you trying to tell me if the network has a serious problem on a friday night that they leave it till 9am monday to sort

think not
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Another +Net lie

I'll try to refrain myself, but having been sewn up like a kipper, it's difficult Cheesy

I would simply suggest that when advertising CS as 24/7, you make some reference to them not being able to resolve connection problems, and perhaps advertise the business hours of the people who can? Seems only fair?
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Re: please

Quote
We would appreciate it if your would refrain from making such posts as THIS, which serve no other purpose other than to provoke the situation.

It provides not benefitial feedback to the thread.


sorry @ accarr for one minuite I thought this was a customer support forum

silly me
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Another +Net lie

And the point of that statement is?

Of sourse they have on-call staff to help fix the network out of hours. That doesn't mean they are kept up 24/7 to help with minor issues such as this.

Before you say it, yes it is minor. You are able to use the service, even if it is slow. Surly it is of your own doing that it is slow as well.
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Another +Net lie

No @acarr it was +Net's doing for going 3 months into arears but we will save that for the correct thread

but I think you no what I mean