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Plusnet launches new ad campaign focused on customer service

alext05
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Registered: 16-12-2013

Plusnet launches new ad campaign focused on customer service

30 REPLIES
Superuser
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Re: Plusnet launches new ad campaign focused on customer service

Quote
Plusnet’s head of marketing Sarah Pepworth said: “We pride ourselves on being able to offer low cost broadband without having to compromise on service, and we are delighted to have a new campaign that gets this message across in a fun and memorable way.

Has Sarah used the phone lines recently?  Seen the reduction in support hours?  Noticed the demise of the ticket system or waited however long for chat service?
Superuser
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Re: Plusnet launches new ad campaign focused on customer service

Quote
Plusnet’s head of marketing Sarah Pepworth said: “We pride ourselves on being able to offer low cost broadband without having to compromise on service, and we are delighted to have a new campaign that gets this message across in a fun and memorable way.


Maybe she also missed the recently massively  downgraded fibre broadband offering from 40/20 to 40/2 , or customers having to jump through hoops and waiting weeks/months to get their cashback/vouchers
Obviously given the above statement the only people marketing speak to is themselves, i am sure if the actively engaged with other departments the above statement would not be made 
Regards
Mike
Mike
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Re: Plusnet launches new ad campaign focused on customer service

Jesus wept - you wouldn't believe it  Crazy
Moderator
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Re: Plusnet launches new ad campaign focused on customer service

That box of Rose Tinted Glasses Plusnet keep in the stationery cupboard are getting well used.

Customer and Forum Moderator.

To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
alext05
Grafter
Posts: 162
Registered: 16-12-2013

Re: Plusnet launches new ad campaign focused on customer service

Oh! A teaser.
https://www.youtube.com/watch?v=LolKKNiA3gM
dick:blue Removed personal attack on staff member as per forum rules.
Superuser
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Re: Plusnet launches new ad campaign focused on customer service

Seems like they are keeping themselves busy whilst waiting to get through to support via phone/chat  Cheesy
Or maybe, this is what has become of the night staff , when support hours was cut.
Regards
Mike
Mike
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Re: Plusnet launches new ad campaign focused on customer service

Can we please keep this civil and not directed at specific people, thanks.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Superuser
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Re: Plusnet launches new ad campaign focused on customer service

Chris,
I think the comments have been most civil considering.  As for directing at specific people, all that has been done here is to ask how can a named individual make such a public statement which appears to be quite at odds with the many recent changes here which have diluted perceptions of customer service as evidence by the widespread comments of problems on many public forums?
Right now this marketing message does not reflect many users' experience.  There is a need for a reality check - better stronger coffee is required for breakfast here.
alext05
Grafter
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Registered: 16-12-2013

Re: Plusnet launches new ad campaign focused on customer service

I am surprised that a question I asked below a link to a teaser video was assumed as a personal attack.
decomplexity
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Poor Plusnet Joe

In the new series of adverts, what I would really like to see is Plusnet Joe wandering round and round the PN website desperately trying to find where he can raise a ticket.
‘Help & Support’, perhaps? No: that is crammed with FAQs, Wizards and Guides.
‘Plusnet Assist’? No: it’s a wizard for broadband problems.
Obviously ‘Customer Service=> How to Contact Us’? Well no:  this offers ‘Chat online’ or ‘Give us a Call’
Poor Joe. He has Trouble at t’ mill and can’t raise a Ticket. Or have tickets really vanished, even for business IT customers who expect to report problems this way, especially as it is also efficient for PN.
Has their demise been announced officially?
Zen from May 17. PN Business account from 2004 - 2017
rongtw
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Re: Plusnet launches new ad campaign focused on customer service

Think PN may think of a direct link on home page  to townmans form SIG will help people Smiley
would be faster then trying to look at home page links
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Re: Plusnet launches new ad campaign focused on customer service

Results of the recent survey must already be back for PN to make statements like that. ?
Superuser
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Re: Plusnet launches new ad campaign focused on customer service

C'mon guys.  Play fair.  Wink
Since the reduction in overnight support;  introduction of the part time Chat service;  decimation of the ticket service and increased reliance on clueless Jess,  it must be a fact that the number of recorded customer problems has taken a massive  tumble.  Why not shout about it?
It may take some time to recognise this delusion, so "please don't stand too close to the fan"!
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Re: Plusnet launches new ad campaign focused on customer service

I had to check the calendar to make sure today isn't April 1st!
jelv (a.k.a Spoon Whittler)
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