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Complaint ticket sent on 05th still no reply...

jess1808
Dabbler
Posts: 23
Registered: ‎15-01-2015

Complaint ticket sent on 05th still no reply...

I was told when I sent this it was an average reply time of 22 hours, its now been 144 hours (6 days) and nothing, at least a message to say it is being looked into or a better estimate of time would be useful.
According to an email I received from moneysupermarket my issue has been resolved by plusnet but I have had no confirmation from plusnet regarding this and have not yet received the money.
7 REPLIES
Superuser
Superuser
Posts: 1,878
Thanks: 466
Fixes: 7
Registered: ‎05-11-2008

Re: Complaint ticket sent on 05th still no reply...

Hi jess1808
With complaints PN can take up to 7 days to reply, as outlined in their  Complaints Code of Practice
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
Hope you get your issue resolved promptly
Regards
Mike
Mike
jess1808
Dabbler
Posts: 23
Registered: ‎15-01-2015

Re: Complaint ticket sent on 05th still no reply...

Up to 7 days, doesn't mean they have to take 7 days, just frustrating when according to money supermarket plusnet agreed to refund me 3 days ago but still no word from plusnet to confirm this or give me my money!
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: ‎24-07-2014

Re: Complaint ticket sent on 05th still no reply...

We aim to respond in five working days to complaints, the stats you saw related to support tickets in general (something I've raised previously).
I'm not going to push your complaint to the front of the queue as that wouldn't be fair on other customers, but I can assure you that it will be answered soon.
Please also note that refunds aren't instant, they'll take upto 10 working days on direct debit, and 7 by card.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
jess1808
Dabbler
Posts: 23
Registered: ‎15-01-2015

Re: Complaint ticket sent on 05th still no reply...

my complaint was now sent 7 days ago which what you say you will reply within on your complaint procedures however I have just been told on online chat that because I commented (asking why they hadn't got back to me even though they have apparently sorted it) I have reset it and have to wait another 7 days!! this is crazy, my original complaint still stands and I don't see why adding a comment before they replied would push me to the back of the queue,  I can't find this written anywhere and would like this replied to today.
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
Fixes: 163
Registered: ‎05-04-2007

Re: Complaint ticket sent on 05th still no reply...

Quote
because I commented (asking why they hadn't got back to me even though they have apparently sorted it) I have reset it and have to wait another 7 days!!

That doesn't happen anymore, it was fixed recently so comments do not move it to the back of the queue. It's likely you'll get a reply to this today.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
Superuser
Posts: 12,724
Thanks: 3,982
Fixes: 26
Registered: ‎22-08-2007

Re: Complaint ticket sent on 05th still no reply...

Hi Chris,
Has the CSC been fully briefed on the changes to the ticket handling so that such comments such as this are no longer given out?
Kevin
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: ‎26-11-2011

Re: Complaint ticket sent on 05th still no reply...

The CSC were made aware, we've sent further communication out though, so fingers crossed this shouldn't be a problem going forward.
Chris Pettitt
Cloud Environments Engineer