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Customer Service

t999
Hooked
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Registered: ‎01-12-2016

Customer Service

You'll forgvive me if I ramble a little but the alternative is a long abusive rant and I'd like to avoid that.

I joined PlusNet some years ago when Bethere (excellent service) were sold to Sky. (I don't t like Sky)

Over the last few years I have recieved excellent customer service for Plusnet, I raised a ticket, the next morning I had an email which resolved the problem, on a few occasions I had to refer back to them and it was then resolved.

Last week I ordered an upgrade to Fibre. My local exchange had finally sorted temselves out. Hurrah!

Today I got an email comfirming my order had been completed, great you'd think? Sadly not, my new router hadn;t arrived.

So, I popped off to the member center to raise a ticket, nope, I started searching, nope. I tried the phione line. 45 minutes? I tried the onloine chat (open until 10pm!) at 21:30, nope, it's closed.

Eventually I got on the phone to a very pleasant lady who told me they'd omitted to send me the modem. (Duh !!!) but it would be sent  to me in the next 3 working days (next Wed!)

and she offered me a 'good will gesture', guess what, it was not to charge me for the period I was unable to access fibre.

Hold on, wasn't that because of their error? After a couple of minutes of pointing this out she accepted my point and admitted it wasn;t really a good will gesture at all, just an acceptance that they wouldn;t charge me for what they hadn't provided.

I have to admit, within the bounds of her remit the lady on the phone was perfectly polite despite my rather strong complaints. I did point that out to her.

In then last 2 or 3 years I have gained Plusnet 20 or 30 customers based on my recommendation, as an IT consultant with a wide knowledge of the field, at my local sports club my recommendations are fairtly highly regarded. I currently have 3 members who have asked me in the last 2 weeks where they should move their service to,.

After tonight I will email them and withdraw my recommendations and I will never recommend Plusnet again.

If my fibre modem arrives abnd things work I may stay with plusnet as the price is OK and it's less effort than changing but my oopinion of the service has dropped from  100% to 1% in under 2 hours.

Well done chaps!

Oh yes, apparently the online chat has a much higher customer satisfaction index than the old ticket system. please add one to the old systemn and reduce the new system by one.!

 

19 REPLIES
Minivanman
Seasoned Hero
Posts: 6,016
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Registered: ‎04-11-2014

Re: Customer Service

Just love that - "as a 'goodwill gesture' we will give you back the £5 we overcharged you"

How jolly nice of them Roll eyes

I know where I am, I've been lost here before.
t999
Hooked
Posts: 8
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Registered: ‎01-12-2016

Re: Customer Service

It took me 2 minutes to write the post and 30 minutes to edit it so it passed the polite and well mannered test.

The only plus was that the young (from the voice) lady was very polite and helpful within her very limited terms of reference.

It must be a really,depressing job to have, spend your day explaining to people who don't want to know why you've removed really good systems with a [-Censored-] system.

Ho hum.

t999
Hooked
Posts: 8
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Registered: ‎01-12-2016

Re: Customer Service

Apparently the word [-Censored-] come sout as censored.

Please, it's 2016, that;s hardly an expletive!

Moderator's note by Mike (Mav): Avoidance of swear filter edited as per Forum rules.

rongtw
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Re: Customer Service

Should this not be moved to Feedback ?

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Superuser
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Registered: ‎30-07-2007

Re: Customer Service

@t999 ,

Today I got an email comfirming my order had been completed, great you'd think?

Unfortunately that dosen't neccessarily mean your upgrade has been completedRoll eyes

It means your account has been changed but probably not that the actual work at the cabinet has been done by BT.

Have a look at this thread https://community.plus.net/t5/My-Order/Still-waiting-despite-what-the-computer-promised/m-p/1391083#...

t999
Hooked
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Registered: ‎01-12-2016

Re: Customer Service

My, we must be having an extra sensitive day if that's regarded as bad language.

Defined by the Ocford English Dictionary

1 Something of extremely poor quality.

1.1 Nonsense.

 

1.2 Unwanted articles; rubbish.

 

Shall we just say that the word related to the first definition above.

 

Minivanman
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Re: Customer Service

I think that when it comes to 'bad language' this forum operates on a sort of "give 'em and inch and they'll take a mile" criteria which though puzzling at times it's their forum, so it's their rules.

Others such as the Guardian comments section allow the most coarse of language, yet step outside their narrow bounds of political correctness and you get thrown off never to return! 

It's a funny old world this social media malarkey. 

 

I know where I am, I've been lost here before.
Community Veteran
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Registered: ‎10-04-2007

Re: Customer Service


MisterW wrote:

@t999 ,

Today I got an email comfirming my order had been completed, great you'd think?

Unfortunately that dosen't neccessarily mean your upgrade has been completedRoll eyes

It means your account has been changed but probably not that the actual work at the cabinet has been done by BT.


That was my thought when I read the initial post; something I covered in the post I made giving the reasons I have left Plusnet.

 

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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t999
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Registered: ‎01-12-2016

Re: Customer Service

To be honest it's only an issue as I've recieved such a poor level of customer service. Prior to this it was excellent, I raised a ticket, a day later I got an answer which was concise, useful and normally solved the issue, at worst it took one more email exchange to resolve it.

By profession I'm an IT consuitant, I can resolve 99% of issues myself, when I need help I need it from a techie at a level well above the people on the chat system (not knocking them, they provide a service useful to most of their users but I know more than they do most of the time).

Hence the ticket system, my queries can't generally be solved on the hoof or the latest didn't need to be, tomorrow or the next day would be fine.

Insterad I waste over an hour of my time and get very irritated, PN lose an ardent supporter (which has just lost them 2 new customers and will cost them more in the next few months)

I'm now waiting for a moderator to tell me that my sarcasm is 'abuse' at which point I will start to discuss the semantics of the English language until they get sufficently annoyed with me that I get banned.

I no longer care very much, my point has been made, I'm now entertaining myself on the forum seeing exactly what the limits are. I may if I can be bothered post a list of words to see which are rejected by the swearbot and then argue each case on its merits semantically.

I rarely engage in this sort of thing but just occasionally someone gets on my last nerve at which point I start getting irritated and decide that i may as well waste the time of the people who have irriated me for my own amusement.

Sorry, it's small minded of me but we all get annoyed at some point, in my case I get my won back by annoying the people who have annoyed me :-)

Thank you, I appreciate your interest. In a weeks time you will have  forgoten me or I will have got bored

Tim

Minivanman
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Registered: ‎04-11-2014

Re: Customer Service

Grrr, go get 'em Tim 

You're a man after my own heart. Thumbs Up

I know where I am, I've been lost here before.
t999
Hooked
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Registered: ‎01-12-2016

Re: Customer Service

Who loves you baby

To quote a TV programme from my youth:-)

Community Veteran
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Registered: ‎01-08-2007

Re: Customer Service


t999 wrote:

You'll forgvive me if I ramble a little but the alternative is a long abusive rant and I'd like to avoid that. 


Absolutely not!

You've been here how many years? And you only join the forum to have a rant and even then post it on the wrong part!

It's not like you've ever expressed interest in being part of the gang previously so why would you expect us to forgive you?

If anything I'd say you have a bit of a cheek to be honest. When all is well you don't care about your fellow plusnetters (who also suffer at their hands - but still socialise here) but when you don't get your way... well go and take it out on plusnets other subscibers Cool smiley

Funny old world innit.

(But welcome to the gang! Cheesy)

I need a new signature... i'm bored of the old one!
SpendLessTime
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Re: Customer Service

Tim

You should really start an official complaint https://www.plus.net/help/legal/complaints-code-of-practice/ as the goodwill offer wasn't anything of the sort and Plusnet should offer more for their mistakes.

If a tidal wave of valid complaints doesn't get the senior management's attention then it will get OFCOM's.

Nothing will change if we only rant here.

This forum (and all the archived posts) bear testament to the fact that Plusnet promises but rarely deliver.

Minivanman
Seasoned Hero
Posts: 6,016
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Re: Customer Service

Well I can only say that in my case the did 'deliver' - although not without having an ombudsman's pistol pointed in their direction but you are right about ranting. Action, not words on a forum.

I know where I am, I've been lost here before.