Responding to help assistant question increases response time
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Responding to help assistant question increases response time
20-11-2014 6:46 PM
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This seems crazy that a question asking for information would actually prevent me from receiving a response. Now it's nearly a week after the original call and there's not even an appointment booked.
Re: Responding to help assistant question increases response time
20-11-2014 10:48 PM
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It's a common topic
To be is to do - Kant
do be do be do - Sinatra
Re: Responding to help assistant question increases response time
21-11-2014 3:25 PM
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Unfortunately yes, tickets going to the back of the pool after a comment isn't ideal. It is something we're wanting to fix, and have actually dug into the problem and started working on it. However I wouldn't want to commit to a timescale on this.
I can see that we've booked an engineer appointment for you, I hope this resolved the issue you've been having.
Re: Responding to help assistant question increases response time
21-11-2014 4:30 PM
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Quote from: Chris Unfortunately yes, tickets going to the back of the pool after a comment isn't ideal. It is something we're wanting to fix, and have actually dug into the problem and started working on it. However I wouldn't want to commit to a timescale on this.
I guess that a number of long term customers will not lose any sleep waiting for the result Chris With my afternoon cup of coffee I've gone back through various conversations on this very topic - back in March 2010 was the last time we got to a similar position on making changes. Despite frequent 'outings' since then nothing has happened
M
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Responding to help assistant question increases response time
21-11-2014 4:35 PM
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Re: Responding to help assistant question increases response time
27-11-2014 11:35 AM
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Quote
Give us a bit more time, and we`ll get there..........
sound familiar, Chris. ?
Re: Responding to help assistant question increases response time
27-11-2014 2:05 PM
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I'm not cynical, I'm disillusioned.
Re: Responding to help assistant question increases response time
27-11-2014 2:29 PM
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It's a matter of priorities.
We cannot do everything at once.
These two excuses are self fulfilling - not setting priorities means nothing gets done first with (by agreement) something's will get done later.
There is no discernible plan shared with those in this community encountering the reoccurring issues.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Responding to help assistant question increases response time
28-11-2014 3:26 PM
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