| Quote from: Anotherone |
...... paying a premium price, then I'd expect premium support. ::)
If I'm paying a budget price, then I'd expect to wait a bit longer in the queue. Endof.
|
There is a difference between premium support, adequate support and total lack of competent support. Plusnet have been in the latter category for far too long. The blessed JamesH assured me that the Leeds Call Centre would solve all problems by last January (perhaps that is slightly stronger than he was but not much). For far too long the Digital Care Team has been the only way of getting a sensible answer to a genuine problem.
I consider that I *am* paying for adequate support and to me that means tickets replied to constructively within 4 hours and phones answered within no more than 2 minutes (should be less). Website should be logically layed out with warnings about the dire turn-round on direct debit changes announced before you press the button and commit yourself. You (Anotherone) have suggested many real improvements. Have any of them been actioned - I would be surprised if you can name one.
It is no good some people telling me it is Openreach's fault - yes, Openreach need kicking where it hurts but it is Plusnet who answer the phones and reply to tickets and whose job it is to provide support when things go wrong and to pay the correct referral discount. It *is* Plusnet's fault when they fail to provide support.
It is also claimed that broadband works 99% of the time so Plusnet are wonderful. Rubbish, that is what it is meant to do and better. If 1% of bottles of tomato sauce (or 0.1%) sold by Tesco contained shoe polish there would be blood on the floor at the suppliers. The response to that is usually that broadband is terribly advanced technology and cannot be compared with tomato ketchup. Rubbish again - it is common or garden everyday technology that is usually let down by computer programmes written in Cobol and running on Sinclair Spectrums or all the pink string and sealing wax bodges that Openreach insist on doing rather than a proper valid repair.
Right - rant over - sorry to all the helpful customers who spend so long on here providing help that Plusnet should provide - this is not aimed at any one of you. You earn my admiration normally but I get really het up about the way the original technically competent, reasonably cheap Plusnet has been turned into a pure marketing organisation that makes Dilbert more real every day.
