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No wonder customers are confused...

pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

No wonder customers are confused...

I've just received a text telling my that you've sent me a router - Somewhat surprised as I'm not expecting one so I've looked at any closed tickets (yes I did manage to find them!)
The relevant ones seem to be:
104778197 - Sending out a returns bag
104923863 - Hardware queued for ordering
231571741 - Order placed for hardware bundle
The latter ticket seems to have generated the "Hi from Plusnet.  Your router is in the post, it'll arrive in a few days" text.  Quite apart from the fact that I haven't got any hardware to return, it really is about time you sorted out the confusing messages that you send.
I know, it will all be sorted out by the new ordering systems yada yada yada  Roll eyes
3 REPLIES
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: No wonder customers are confused...

Really sorry for the confusion here.
For those of you who were lucky enough to be involved in the TV trial, you have had a returns bag sent out for the box. This might have triggered a text saying a router has been sent out, as it's classed as "hardware" on our systems.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
Superuser
Superuser
Posts: 11,264
Thanks: 2,700
Fixes: 22
Registered: 22-08-2007

Re: No wonder customers are confused...

Matty,
That's a fine explanation, but the sms message should not say "router" irrespective of what "hardware bundle" is being sent.  This only serves to confuse and make PN look less than professional.
Kevin
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: No wonder customers are confused...

Very amused to find that it seems that PN's systems compound the error by sending out everything as a 'router' but the returns bag I've received also includes 'TR69 Config' Smiley