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Horrible Customer service but no intention to improve

nitsubedi
Hooked
Posts: 6
Thanks: 1
Registered: ‎15-11-2018

Horrible Customer service but no intention to improve

Hi,
I opted for the plusnet broadband couple
of weeks ago and I was told
I would receive the router within a week and would be activated at the same time, though the monthly amount was deducted on the same day. Its been around more than 10 days but
no update pr confirmation over email.
Also, why it is so difficult to reach out to your customer service for an existing customer or someone who has just booked, no direct customer service email ID (why, what era are you living in) and 40 mins minimum waiting over call (insane that is, makes me feel if you really care about customer once booked). No chat availabe for existing customer. Though its not even a minute waiting for new customers, immediate availability of support over chat for new customers. Serious lack of service and integrity for existing customer.Are these tactics going to work in long term? Horrible.
10 REPLIES 10
Gel
All Star
Posts: 2,035
Thanks: 235
Fixes: 24
Registered: ‎02-08-2007

Re: Horrible Customer service but no intention to improve

SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,215
Thanks: 236
Fixes: 52
Registered: ‎22-01-2018

Re: Horrible Customer service but no intention to improve

Hello @nitsubedi,

 

We are sincerely sorry for the lack of communication you have received, this is snot the level of service we aim to provide.

 

I have looked into this for you and can see there is s problem with the account which is preventing the orders from being placed.

 

We would require a time to call you and get you set up with a new account. Once this has been done we will get your orders placed to go through as quickly as possible.

 

If you could message me with a contact number and a time to arrange a call for, I will get this sorted for you.

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
nitsubedi
Hooked
Posts: 6
Thanks: 1
Registered: ‎15-11-2018

Re: Horrible Customer service but no intention to improve

Hi,
whats the issue with account set up. I havent been told anything.
can you call on [Removed] pls.
my friend is tracking the delivery of router and activation.

Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).

nitsubedi
Hooked
Posts: 6
Thanks: 1
Registered: ‎15-11-2018

Re: Horrible Customer service but no intention to improve

or you can also call on [Removed]

Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).

nitsubedi
Hooked
Posts: 6
Thanks: 1
Registered: ‎15-11-2018

Re: Horrible Customer service but no intention to improve

all our advisors are currently
busy, try again later is the standard answer for chat service though its not the case for new potential customers. the worst customer service.
Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
Fixes: 34
Registered: ‎06-08-2018

Re: Horrible Customer service but no intention to improve

Hello @nitsubedi

 

I am deeply sorry to hear about the experience you have had with us.

 

I have responded to your query via a ticket. You can view this by Clicking Here

 

Should you require any further assistance, please do get back in touch with us.

 

Best wishes.

 

 

nitsubedi
Hooked
Posts: 6
Thanks: 1
Registered: ‎15-11-2018

Re: Horrible Customer service but no intention to improve

when will I receive the activation details?
why is the service so slow? No direct customer care email ID, why?
dvorak
Moderator
Moderator
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Registered: ‎11-01-2008

Re: Horrible Customer service but no intention to improve


Moderators Note


This topic has been moved from Broadband to My Orders 

 


 

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
nitsubedi
Hooked
Posts: 6
Thanks: 1
Registered: ‎15-11-2018

Re: Horrible Customer service but no intention to improve

still no response?
LordFoul
Plusnet Help Team
Plusnet Help Team
Posts: 779
Thanks: 87
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Registered: ‎06-08-2018

Re: Horrible Customer service but no intention to improve

Hi @nitsubedi,

Thanks for getting in touch.

I'm sorry that there was a problem with your order and you subsequently experienced difficulties getting through to us about this, I appreciate this has led to frustration and could have been handled better. Please accept our apologies for any inconvenience caused by the delay.

I have looked into this and can see that you have recently contacted us to discuss your order.

 

If you need anything further, please let us know.

 

Thanks - Tahir

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team