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CS confusion

GrahamC55
Newbie
Posts: 6
Thanks: 1
Registered: 21-03-2016

CS confusion

Angry I manage/monitor the Internet and phone connection for my elderly parents. This is essential, not only for communication with family but also to support complex medical conditions and specialist care. They just have basic DSL internet and a phone connection. No rocket science...
Since December 2014 I have unsuccessfully tried to change the billing options on my account.
It seemed simple enough..at the time the contract was up for renewal I was offered a new deal which I accepted in combination with the option "ANYTIME CALLS" which was to replace the existing "WEEKENDS" option.
This was confirmed VERBALLY and in a chat session with an online "CS SPECIALIST".
SPECIALIST: Don't worry I can see this is scheduled to change to this on your next billing date on the 19/01/16
CUSTOMER: OK so It has the new special offer of 21,98 for 12 months..
CUSTOMER: and Anytime calls?
SPECIALIST: that's right yes
CUSTOMER: and no longer weekends..
SPECIALIST: yes that's right
CUSTOMER: It was not possible for me to double check it online..
CUSTOMER: I just had a status 'updating"..
On 19 January and then 19 February NOTHING HAD CHANGED.
I had to make contact again after previously phoning..with yet again no action being taken.
I had submitted the change online in the user portal...3 times in total...NOTHING WAS CHANGED.
(By the way..I have screenshots.)
CHAT SESSION MARCH 2016:
CUSTOMER: Please checkout previous chat transcript..
SPECIALIST: I'm really sorry but you have not been advised correctly by this agent
SPECIALIST: I will be providing feedback for him
CUSTOMER: I requested ANYTIME CALLS in December of 2015.
CUSTOMER: Since then I have been struggling to get it implemented.
SPECIALIST: I cannot advise any differently here I'm afraid
CUSTOMER: Each time I have contact with an Agent it gets delayed to the following month..
SPECIALIST: in order to switch to talk anytime, you would just need to click on the following link:
SPECIALIST: Click here to change your package
CUSTOMER: That's very nice..
CUSTOMER: but once again with a delay to the next billing period!!
CUSTOMER: If it doesn't work this time..it will be goodbye Plus Net..it's that simple.
===
Conclusions:
Contacting Customer Support is supposed to facilitate solution of problems.
At PlusNet CS seems to BE the problem.
CHAT specialists who cannot carry out any kind of remedial action? What's the point?
A Portal that does not accept inputs from an existing customer with a valid account?
TWITTER instead of a professional helpdesk system?..pretty disappointing in 2016..
To top it all I was told this during the last chat session after explaining that selecting the option in the portal had not worked:
CUSTOMER: I have used the link before..
CUSTOMER: Please talk to your supervisor...
SPECIALIST: I can speak to my supervisor about this but he will not be able to advise any differently here
SPECIALIST: we all have to follow the same procedures
===
Dear PlusNet ..please fix this in combination with suitable compensation for your failures.



7 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,475
Thanks: 246
Fixes: 68
Registered: 27-04-2007

Re: CS confusion

Hi GrahamC55,
I'm really sorry to hear about this and apologise for the inconvenience.
I'll pass on some feedback as I'm unsure why either agent couldn't have scheduled the change for you.
The change will need to take place on the next billing date but I will send you a PM with regards to arranging a good will gesture in light of this.
I'm scheduling the change now and will check your account on the due date to make sure everything goes through as intended.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
GrahamC55
Newbie
Posts: 6
Thanks: 1
Registered: 21-03-2016

Re: CS confusion

Thank you for the prompt reply.  Smiley
Please keep me informed.
GrahamC55
Newbie
Posts: 6
Thanks: 1
Registered: 21-03-2016

Re: CS confusion

Sending or replying to a PM also seems impossible.. Undecided A PM arrives as an e-mail with no valid reply address.. and If I attempt to send you a PM through the forum nothing shows up in the outbox ...
ß
Plusnet Help Team
Plusnet Help Team
Posts: 4,306
Thanks: 936
Fixes: 184
Registered: 25-03-2015

Re: CS confusion

Sending a PM via the forum will only save a copy in the outbox if you've changed the settings for it to do so.
If you go to Profile > Personal Message Options > Save a copy of each Personal Message in my outbox by default. and tick the box, this should start saving copies of the messages you send, in the outbox.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
SpendLessTime
Aspiring Hero
Posts: 2,597
Thanks: 699
Fixes: 67
Registered: 21-09-2009

Re: CS confusion

@grahamc55
When you send a PM, it is not saved automatically to your outbox but it should still be sent.
To configure it to save a copyclick on the Profile link at the top of the page and then click on "Personal Message Options" in the sub menus. here click on "Save a copy of each Personal Message in my outbox by default" and then click "change profile" button to action this.
GrahamC55
Newbie
Posts: 6
Thanks: 1
Registered: 21-03-2016

Re: CS confusion

Yet another example of poorly implemented/setup software..thanks for the advice though.
GrahamC55
Newbie
Posts: 6
Thanks: 1
Registered: 21-03-2016

Re: CS confusion

Perhaps you would like to explain how to reply to a PM? Obviously I need help here too..
A CS agent. promised to send me a PM..
Apparently I was sent a PM? or is it an e-mail? that arrived in my regular e-mailbox:
"The following is an email sent to you by _*_*  via your account on Forum."
There is no way to answer it..!!
community@ is the forum moderator I presume!!?
And..nothing in the PM Inbox....
Undecided