Disgusting service
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Disgusting service
23-05-2013 12:19 PM
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Re: Disgusting service
23-05-2013 12:24 PM
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Quote from: Mekonjones we have had 3 missed appointments and now the next date I have been given is the 31st may and was told that if we were not in then we will be charged £50
Have you claimed £150 (3 * £50) for the missed appointments by PlusNet?
Re: Disgusting service
23-05-2013 12:43 PM
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Sorry to hear if the missed appointments, I've added an additional discount to your account to cover the cost of your broadband so there will be no charge for this until your services are up and running.
I've checked the order for the 31st and it's definitely booked in, I will personally keep a close eye on this to make sure this does stay this way.
The complaint you have raised we do take seriously, the current response time though is 5 working days so that's why you've had no response as of yet.
I'll happily oversee your install and make sure there's no further hiccups in the meantime.
Chris
Re: Disgusting service
23-05-2013 2:46 PM
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Re: Disgusting service
23-05-2013 4:48 PM
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I'm still trying to bring this forward but need to do so at the risk of not delaying this any further. We are waiting on system updates for this and with the bank holiday in-mind, any expedited order we could get may still be the 31st.
Re: Disgusting service
24-05-2013 7:50 AM
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Re: Disgusting service
24-05-2013 10:16 AM
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I will check daily to make sure this does go ahead for you on the 31st.
Re: Disgusting service
24-05-2013 2:06 PM
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Re: Disgusting service
24-05-2013 2:40 PM
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If we were on the 9th May then I may be in a position to get an earlier date but as this has only come to my attention yesterday I can't get this any earlier.
I'll flag your complaint up with our complaints team, there current response time is 5 working days.
Re: Disgusting service
24-05-2013 3:11 PM
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Re: Disgusting service
24-05-2013 3:38 PM
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Quote from: chrispurvey I'll flag your complaint up with our complaints team, there current response time is 5 working days.
5 days - you have to be joking
![Angry Angry](/html/@8746C25E4D2FCE77DBF681B64ABA6B5A/images/emoticons/angry.gif)
![Angry Angry](/html/@8746C25E4D2FCE77DBF681B64ABA6B5A/images/emoticons/angry.gif)
![Undecided Undecided](/html/@B2520ED9758574DA4DA10314C4B1AB94/images/emoticons/undecided.gif)
![Undecided Undecided](/html/@B2520ED9758574DA4DA10314C4B1AB94/images/emoticons/undecided.gif)
Re: Disgusting service
24-05-2013 3:41 PM
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The response time for a complaint has been within 5 working days since I set the team up over 3 years ago.
I didn't want to promise to get responses banged out really quickly and I wanted our team to be able to spend the necessary amount of time in order to deal with a complaint properly. We only have a small team, due to the volumes of complaints we get and of course, even if a customer has a complaint open, they are still able to speak to the call centre for other support, such as that which Chris has offered.
Re: Disgusting service
24-05-2013 4:39 PM
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Re: Disgusting service
24-05-2013 4:45 PM
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Chris *has* been trying to help you get your issues resolved.
A member of my team will be in touch with you to discuss your complaint, but they will be unable to bring forward the date of the engineer.
I have refunded your first months Fibre subscription though, to go someway towards apologising for the delays that you have experienced so far. I can see that Chris has also applied a months free so that you're not being charged for a service that you;re not receiving.
I am of course, really sorry for the delays and I hope that we have you up and running before too long.
Re: Disgusting service
25-05-2013 8:36 AM
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