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Terrible service before it has even started which should be today!

beaglepooch
Newbie
Posts: 4
Thanks: 1
Registered: 30-06-2014

Terrible service before it has even started which should be today!

Why do you keep deleting my post?! This is the third time now.

 

I made an order 14 days ago after having requested beforehand which router would be supplied to me. Before I placed my order AND afterwards I was promised that the router supplied would be the Hub One as this has the USB port which I need.

Now, just days before I was due to go live with my service I find that you are in fact not going to honour the promise that you originally made, that informed my decision to join you. My service is due to go live today (although I have heard nothing from you on that) yet I have made it very clear that unless you are willing to honour your original offer then my order is void and I wish it cancelled. Of course, you rather strategically set the go live date at exactly 14 days after my order - the date of the cooling off period ending. However, as I have been very clear in my communications with you this cooling off period is null and void and you will not be able to charge me if I do leave.

 

All I am asking for is that you reasonably honour the original arrangements so that we can begin our service relationship. Am I really going to have to go to an ombudsman or such other to get this sorted?!

Full conversation thread below - there are also online chat streams you will find in the records because frankly waiting 27 minutes for the phone not to get through is not something that I wish to replicate.

Unless you are able to honour this original arrangement my contract is void and I will be choosing another supplier - and I will not be expecting to be liable for costs to you.

I look forward to your full and less argumentative response.

 

Question #136563657 - Your Feedback

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Your Response
1:28pm, Saturday 22 Oct 2016
[Support Wizard Journey]
[Ask the Support Team Your Question]

[Additional Information]
Hello I was led to believe in recent support contact from you that I would receive your most latest router - this informed my decision to join you. However I have not received your latest router and instead have been sent one that I know from your support forums can be problematic. I would like the newest 'One' router please.

Copied To: email removed
 
 
Your Response
1:34pm, Saturday 22 Oct 2016
Hello I should add that I need to use a USB device with my router, this is why I specifically asked if the new router would be sent as it has a USB and the one you have sent me does not. My current supplier has a router with USB. If you're not able to supply me with the new router I will need to consider cancelling my order with you.
 
 
name of - CSC Analyst
10:12pm, Saturday 22 Oct 2016
Dear Mr removed,

Thank you for your patience in dealing with this matter.

Which router have you received, as the router we have sent out appears to be the Hub One which would have a USB port on the back.

Please respond to this ticket so that we can address this as soon as possible.



Kind regards,

 name

[Email notification sent to: email removed]
 
 
Your Response
6:51pm, Sunday 23 Oct 2016
Hello
I have been sent the 2704n. You would well know which you sent from the records surely. Please arrange to replace with the expected router. Until confirmation is received that this has been sent I will consider the order incomplete and therefore not subject to the 14 days cooling off time. The confirmation that this is what I would receive is pasted below.
 Name removed



Dear name removed,
Thank you for considering plusnet as your service provider, we offer the plusnet hub one router which is dual band and our latest technology.

Regards,
 name
PlusNet Customer Support

--
http://portal.plus.net
The Smarter Way to Broadband
 
 
name - CSC - Team Managers
3:37pm, Monday 24 Oct 2016
Dear Mr name removed,

Thank you for getting back to us.

The router you have is the newest we have for our adsl customers

The hub one router is for the fibre customers

We would be happy to supply one to you but this would require a payment for the router.

Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 if we can be of further assistance.



Kind regards,

 name

[Email notification sent to: email address removed]
 
 
Your Response
7:48pm, Monday 24 Oct 2016
Hello
A charge is unacceptable. Before I placed my order I asked which router would be supplied and as you can see from the contact I received and sent you a copy of I was assured it would be your latest router (which contains the USB socket). This answer formed part of my decision to order service from you. If you are not willing to honour this then please cancel my order and I expect no break in service or charges as I will therefore be cancelling within 14 days.
Regards
 name removed
 
 
name - CSC Analyst
4:11pm, Tuesday 25 Oct 2016
Dear Mr name removed,

The router that you received is our Latest model for a ADSL line witch you'er on, if your wanting the HUB one our newest router you would have to pay £99 for this,



Kind regards,

 name

[Email notification sent to: ]
 
The next message I sent is in the online history and awaiting a response.
2 REPLIES
Moderator
Moderator
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Re: Terrible service before it has even started which should be today!


beaglepooch wrote:

Why do you keep deleting my post?! This is the third time now.

Moderator's note by Dick (Strat) Duplicate posts released from spam filter and removed.

Customer and Forum Moderator.
Product of the Tyrell Corporation
beaglepooch
Newbie
Posts: 4
Thanks: 1
Registered: 30-06-2014

Re: Terrible service before it has even started which should be today!

As an update after 45 minutes (!) on the phone you have agreed to send the router as originally promised. This wasn't without some fight and a request to cancel the order on the day of activation (within my cooling off period) however.

When a customer has a clear message thread and is being reasonable by contacting you with questions BEFORE they place an order, they really should not have to jump through hoops with what are frankly some very argumentative people on the end of your phones.

Shocking, service. It was bad years ago when I was with you and appears to not have improved.