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Reply on Support ticket..How long?

DavideB
Hooked
Posts: 8
Registered: ‎22-04-2013

Reply on Support ticket..How long?

How long does it take to reply a support ticket? 4:53pm, Saturday 20 Apr 2013 I left a message I got my answer back 12:20am, Sunday 21 Apr 2013 I do think that that is a BIT of a long time: I then replied 6:36pm, Sunday 21 Apr 2013 and STILL WAITING for an answer...
All because I got offered a deal for being a loyal customer and now Plus.Net want to retract it saying that that it was the lads fault because it was a training issue..even though he asked his line manager first.
Many Thanks
DavideB
9 REPLIES
Superuser
Superuser
Posts: 1,884
Thanks: 470
Fixes: 7
Registered: ‎05-11-2008

Re: Reply on Support ticket..How long?

I assume you agreed to the offer (verbal) over the phone therefore forming a legally binding contract , was you then told on the same call you could not have it or by ticket?.
You have agreed a new contract they have to honour it. If they do not make a complaint
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml
Btw just over 7 hrs fore a reply is good going, target time is 24hrs

Regards
Mike
Mike
DavideB
Hooked
Posts: 8
Registered: ‎22-04-2013

Re: Reply on Support ticket..How long?

Hello Mike
The offer was in writing and I accepted in Writing. I just hope they honor their agreement.
Thanks
DavideB
Superuser
Superuser
Posts: 1,884
Thanks: 470
Fixes: 7
Registered: ‎05-11-2008

Re: Reply on Support ticket..How long?

David they have to its legally binding . they made an offer you accepted.
Am sure  one of the Plusnet team will come to the thread and sort it for you.
This look very poor and unprofessionally on PN part.
Regards
Mike
Mike
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Reply on Support ticket..How long?

Hi DavideB,
Sorry for the wait, I've replied to your ticket, let me know your response wither via the ticket or here.
DavideB
Hooked
Posts: 8
Registered: ‎22-04-2013

Re: Reply on Support ticket..How long?

Hello Chris
Thanks for getting back to me: I have replied in the ticket system....All I hope that Josh is not in trouble as he did the right thing and asked his line manager first
Many Thanks
DavideB
adie:quote
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Reply on Support ticket..How long?

I've replied to your ticket Smiley
keith4x4
Grafter
Posts: 78
Registered: ‎07-07-2011

Re: Reply on Support ticket..How long?

7 hours you lucky ... person...
IMHO you are lucky if its within 4 days.      I have had 10 day plus gaps between messages
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Reply on Support ticket..How long?

@keith4x4
It sounds like something is wrong there, do you have any of the ticket references so I could take a look?
Highlighted
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Reply on Support ticket..How long?

Hi DavideB,
It looks like everything has been installed for you today form what I can see. How's everything from you side?