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Re: Something positive.

williamward
Newbie
Posts: 5
Registered: 27-12-2011

Re: Something positive.

I don't post very often, however, must make a few comments following the number of negative remarks detailed within the feedback pages of the forum.
Been with PlusNet (or rather Force 9) for a large number of years - rang on the 11th December to order a switch to fibre from unlimited - was told it would be installed on the 29th in the morning
29th arrived and at about 8.30 phone call from the engineer to say he would be here in 20 minutes - he was - fixed a new phone/internet socket and left (no more than 20 mins) - switched immediately to broadband and ... hey presto - 50mbs speed (had a few problems tho which resulted in about three 'chats' to the customer service team - turned out that my desktop was faulty... 'sods law' states that something will always go wrong at the same time as having something new installed!!) - but...now fixed and everything up and running again.
Cant fault Plusnet - they did exactly what they said they would in the timeframe stated.
I know it's easy to complain and, of course, very very frustrating when stuff doesn't work properly - but.....  I think we need to put things in perspective, yes, things do go wrong and,  pluusnet, probably need to get around to fixing things a bit quicker... but experience tells me that many of the problems encountered are at the customers end rather than at the 'plusnet' end.
But hey, how many of us thing to offer praise when things go right?.
So... thanks Plusnet for getting it right once again for this very satisfied customer
Wm
8 REPLIES
Moderator
Moderator
Posts: 17,572
Thanks: 1,102
Fixes: 127
Registered: 11-01-2008

Re: Re: Something positive.

mod:note
split post into its own topic for better visibility
Will Moderate For Thanks
jafreer
Rising Star
Posts: 823
Thanks: 46
Registered: 13-10-2012

Re: Something positive.

Quote from: williamward
but experience tells me that many of the problems encountered are at the customers end rather than at the 'plusnet' end.

I am sure that some of the problems are at the customers' end however we do know that there is a big issue with OR appointment cancellations, failures in Plusnet's ordering systems, and long call wait times when trying to contact Plusnet (not to mention changes to the ticketing system).
So whilst I am pleased that everything has gone well for you, there are plenty of current problems outside of those at the customers' end.
But aside of all the anecdotal evidence, if anyone needs more convincing as to the rising levels of dissatisfaction, just have a read of this...
http://community.plus.net/forum/index.php/topic,146832.0.html
EnglishMohican
Aspiring Pro
Posts: 306
Thanks: 48
Fixes: 1
Registered: 08-04-2009

Re: Something positive.

I am happy that you are pleased with Plusnet's performance but I think your expectations seem rather low. Surely we should expect people to do what they said they would do in the timescales that they said they would do it in, especially when those people are a supposedly professional, specialist company doing what it is expert in.
I also note that it was a much maligned OR engineer who turned up when he was supposed to and did the work swifty and effectively. You may have been lucky as it sounds as if you were first on his list for the day so not subject to problems with previous calls taking much longer than bargained for.
It would have been valuable if you had included some more detail about your phone call to order the new service - how long did it take to get through for instance and what speed estimate did they give you for your new service. Probably not a long queue as you probably called Sales who are always keen to upgrade things but interesting none the less.
Similarly, was the chat system available when you wanted it - or did you have to fit into Plusnet's idea of availability? Did they answer quickly or was there a long queue? Did they actively suggest the cause or did you figure it out yourself with their help. Why did it need three chats - could the first one have answered the question?
Possibly it was all ideal, we cannot tell from your description but your happiness that an engineer actually turned up for an appointment that they had made suggests that you are far more tolerant than I would be. I would reserve praise for a better than expected performance.
Superuser
Superuser
Posts: 10,447
Thanks: 1,918
Fixes: 19
Registered: 22-08-2007

Re: Something positive.

@EM,
I think the point the OP is making is that it is not all bad out there as might be implied by these forums.  It has been said many times that forums such as these will be predominantly filled with those having difficulty.  Those using the forums are only a small fraction of the user base, consequently the experiences reported around here will be skewed towards reports of failure.
What is damming though is that where there are failures in process or service, they are the same issues / causes as have been around here for 2+ years and BT as a group appear to be no nearer delivering resolutions than they were in Andy Baker's predecessor's time.
nadger
Rising Star
Posts: 4,498
Thanks: 46
Registered: 13-04-2007

Re: Something positive.

My switch to fibre is due Tue 5th Jan in afternoon so fingers xd,
Including reading me my lengthy rights, paying for router etc my phone call lasted about 22 mins.
Girl I spoke with knew her subject so no complaints there.
An email advising that router has been dispatched would be nice as not having it in time is obvious cause for concern.
Mal08
Rising Star
Posts: 562
Thanks: 6
Fixes: 2
Registered: 20-08-2008

Re: Something positive.

Quote from: williamward
So... thanks Plusnet for getting it right once again for this very satisfied customer

Glad to hear from a satisfied customer
Quote from: Townman
I think the point the OP is making is that it is not all bad out there as might be implied by these forums.  It has been said many times that forums such as these will be predominantly filled with those having difficulty.  Those using the forums are only a small fraction of the user base, consequently the experiences reported around here will be skewed towards reports of failure.

I totally agree - these forums are by theiur very nature visited mainly by people either making complaints - or shall we say interested IT experts or those interested in such things.
I've no idea how many customers PN have these days ( I did a few years ago ) - but we are but a tiny fraction of the customer base.
Quote from: nadger
My switch to fibre is due Tue 5th Jan in afternoon so fingers xd,
An email advising that router has been dispatched would be nice as not having it in time is obvious cause for concern.

Hope it goes well mate - if I would you I would PM one of the senior PN staff that you know here  Wink
Enjoy you fast BB
-------------
But having said that I do agree that things have slipped with PN's service based on my recent experince. I live in  hope that they honestly do want to approve


jafreer
Rising Star
Posts: 823
Thanks: 46
Registered: 13-10-2012

Re: Something positive.

Quote from: Townman
It has been said many times that forums such as these will be predominantly filled with those having difficulty.  Those using the forums are only a small fraction of the user base, consequently the experiences reported around here will be skewed towards reports of failure.

I completely agree with this. I am sure we are getting a somewhat skewed picture on these forums. We can only hope that the majority of customers are happy. Like you say, it is still annoying when the issues are caused by failures in systems and processes.
nadger
Rising Star
Posts: 4,498
Thanks: 46
Registered: 13-04-2007

Re: Something positive.

Only just received email confirming my router order so now I am concerned that it'll be here before next Tuesday  Cry