@Gandalf
Yes, you moved away from customer raise tickets in 2015. You then moved to Live Chat which has since been abandoned. That leaves the phone which is rarely answered in a reasonable time (if at all); social media (not used by all customers and also, judging by comments on these forums not responded to promptly); and these forums which, according to other comments by your colleagues, are a valid way to contact Plusnet, and not poor third option as you seem to suggest.
The problem with social media and these forums is that they are public and customers should not need to air issues about their private accounts on such pathways. The problem with the phone is that it does not lend itself to setting out and resolving complex issues - there is often a game of ticket tennis to clarify matters before resolution. If the matter is simple and if it does not matter if a record exists, then the phone is fine provided lines are adequately staffed.
As for my complaint, it is indeed being handled by one of your colleagues who has made the effort to attempt to understand the issues and sort things out with some success, which is more than can be said about previous efforts when the problems were raised outside of the Complaints Code. I have no complaint about how your colleague is dealing with this. It should not have had to get to that but the difficulties in attempting to engage with CS drove me to the Complaints Code.
I am pleased to hear that you are intending to fix the missing ticketing link on the complaints page. What about a link in the Members Centre to view all tickets whether open or not or is that facility to be available only to Plusnet staff?
I assume that no discussions took place with any customer representatives regarding this latest reduction in customer services? Customers are a company's reason to exist and without them companies die.
