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Disgusting Customer Service - tickets being ignored.

kitz
Rising Star
Posts: 817
Thanks: 46
Registered: 08-06-2007

Disgusting Customer Service - tickets being ignored.

This is now beyond a joke and I am totally appalled at the lack of CS response to tickets.
I have 2 tickets outstanding - neither have been looked at properly and I'm sick of being fobbed off with 'Escalating to correct pool'.

Both tickets were raised 20 Aug 2016
#132057963
#132057907

39 REPLIES
St3
Aspiring Champion
Posts: 2,579
Thanks: 460
Fixes: 4
Registered: 13-07-2012

Re: Disgusting Customer Service - tickets being ignored.

your website has a plusnet logo " we do you proud " lol

kitz
Rising Star
Posts: 817
Thanks: 46
Registered: 08-06-2007

Re: Disgusting Customer Service - tickets being ignored.

Yep.  I'm well aware.  Ironic isn't it. 

I can quickly amend the landing link, but changing the design layout several hundred pages and re-uploading them takes a heck of a lot more time but believe me it is currently under consideration.   

Haybasha
Rising Star
Posts: 157
Thanks: 10
Registered: 07-05-2014

Re: Disgusting Customer Service - tickets being ignored.

Kitz,

You have just reaffirmed my decision to leave this shambolic company was the right choice to make. If someone with your high profile on the net can be ignored then what chance do others actually have?

All I ever received from February this year until I left last month was excuses, apologies and zero action through Plusnet in getting OR to fix the issues I had, most of which were caused by OR themselves.

In the latter stages of my subscription to Plusnet my tickets were ignored and when they weren't I was told Plusnet would do nothing to even raise my issues with OR.

I'm now free from the clutches of Plusnet and OR and living a stress free virtual life once again.

Good luck!

 

 

Community Veteran
Posts: 5,080
Thanks: 440
Fixes: 16
Registered: 10-06-2010

Re: Disgusting Customer Service - tickets being ignored.

Yeah, I can't believe Plusnet don't even have some sort of flag on the account to make sure sufficiently important people get decent service.

rongtw
Seasoned Hero
Posts: 6,952
Thanks: 1,520
Fixes: 12
Registered: 01-12-2010

Re: Disgusting Customer Service - tickets being ignored.

Lindsey Fussell, director of Ofcom's Consumer Group, said: “We expect providers to make customer service and complaints handling top priorities. While complaints have gone down, providers must work harder to better serve their customers.

"Consumers have a right to expect good service and will rightfully complain when that standard isn't met. If companies do fall short, we will step in and investigate, which can lead to significant fines." ®

 

PN should take notice !!!!  http://www.theregister.co.uk/2016/09/28/bt_tops_ofcoms_naughty_list/

But as i suspect This Feedback is just left here and never passed up the escalator Sad

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stoswald
Grafter
Posts: 249
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Registered: 14-03-2014

Re: Disgusting Customer Service - tickets being ignored.

Can I join 

#134033989 put on hold for 1 week and being ignored & #134096212 - being ignored.  Complaint to CEO by email - being ignored.  Plusnet,taking money they shouldn't be - continues

Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

Re: Disgusting Customer Service - tickets being ignored.

i actually find it heart warming that all customers are being treated like scum regardless of who they are.
it just proves that CS is failing at a base level from top to bottom of the company.
rongtw
Seasoned Hero
Posts: 6,952
Thanks: 1,520
Fixes: 12
Registered: 01-12-2010

Re: Disgusting Customer Service - tickets being ignored.

The Saff here on the forum are excelent , BUT are only able to do what THEM upstairs tell them Sad

Asus ROG Hero Vii Z97 , Intel i5 4690k ,ROG Asus Strix 1070,
samsung 850evo 250gig , WD black 2 TB . Asus Phoebus sound ,
16 gig Avexir ram 2400 , water cooling Corsair H100i gtx ,
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Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

Re: Disgusting Customer Service - tickets being ignored.

the staff might as well not bother with the forum any more (some might say that happened a long time ago).
when a staffer eventually replies with the usual hollow apology and promise to make things better then all it does it rile up the already mightily [-Censored-]ed off customer(s) even more.
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Disgusting Customer Service - tickets being ignored.

Hi @kitz,

 

I do believe that you've spoken with one of my colleagues indirectly, however I am in the process of investigating your issue for you now. Really sorry for the poor experience.

 

Matty

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
kitz
Rising Star
Posts: 817
Thanks: 46
Registered: 08-06-2007

Re: Disgusting Customer Service - tickets being ignored.

Thank you. 

Community Veteran
Posts: 3,274
Thanks: 339
Fixes: 12
Registered: 24-10-2013

Re: Disgusting Customer Service - tickets being ignored.

@kitz have you made a decision about moving to vodafone yet ?
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Disgusting Customer Service - tickets being ignored.

Pleasure speaking with you today @kitz, I'll update your ticket shortly.

Matty

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
kitz
Rising Star
Posts: 817
Thanks: 46
Registered: 08-06-2007

Re: Disgusting Customer Service - tickets being ignored.

Thank you - responded.