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So you want my feedback do you?

Petard
Rising Star
Posts: 140
Thanks: 23
Registered: 22-08-2011

So you want my feedback do you?

Are you sure? Well here it is!
I really, really dislike being importuned by pop-ups. I especially dislike those that solicit my feedback - that want me to do work for a company gratis. These days, you pester me with such a pop-up every time I log in to the Portal. My reaction is to click on 'No', with a muttered "Oh, bleep off!" I suggest to you that it is very unclever to provoke this reaction from a subscriber. If you must ask people for a free consultation, then put a message and a link on the log-out page, where it is less annoying.
And how is it that your staff seem to have nothing to do? At least, I assume this must be the case, since if I leave a page displayed for a few seconds, up comes another pop-up, inviting me to chat to them and keep them amused. I neither need nor want to chat to them. If I did, there is a brightly coloured box on the left of the page on which I can click. The pop-up is superfluous and annoying - a bit like a bad waiter in a restaurant who keeps interrupting your conversation to ask if the meal is all right.
So there it is. There is your feedback. The bill for it is in the post. And I can summarise it thus: Think on! Think service – and scrap the pop-ups!
15 REPLIES
runhare
Aspiring Pro
Posts: 526
Thanks: 50
Fixes: 2
Registered: 09-10-2007

Re: So you want my feedback do you?

Its not just PN that have annoying pop ups. Install this and your plague will be over.
https://adblockplus.org/
davidj66
Rising Star
Posts: 623
Thanks: 36
Fixes: 1
Registered: 04-09-2008

Re: So you want my feedback do you?

Unfortunately some websites now won't work properly with Adblockers installed -they are catching on !!
SpendLessTime
Aspiring Hero
Posts: 2,600
Thanks: 699
Fixes: 67
Registered: 21-09-2009

Re: So you want my feedback do you?

Yes, Plusnet's website will not work fully if you have any ad/popup blocking software enabled. (e.g Ghostery, uBlock etc)
Just try Chat if you have such software running and all you see is a not available message.
runhare
Aspiring Pro
Posts: 526
Thanks: 50
Fixes: 2
Registered: 09-10-2007

Re: So you want my feedback do you?

I have ad block plus installed with Firefox on Windows 10 and Plus Net's web site works fine.. ( just don't get those annoyong pop ups! )
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: So you want my feedback do you?

Hi there,
Really sorry if you felt pestered by the pop-ups, we do get feedback the other way around too with some customers saying it's too hard to find out how to contact us so we need to ensure it's balanced between the 2.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Apprentice
Grafter
Posts: 614
Registered: 04-11-2008

Re: So you want my feedback do you?

Quote
.........with some customers saying it's too hard to find out how to contact us .........

That could be some of the ones who have been waiting over forty minutes for their phone call to CS to have been answered  Tongue
Petard
Rising Star
Posts: 140
Thanks: 23
Registered: 22-08-2011

Re: So you want my feedback do you?

Just so, Apprentice. And emasculating and hiding the ticket system may have something to do with it, too. There is much to be said for a ticket system. The ticket can do the waiting and ping-ponging around departments, while the customer is free to do something else. This is not true of a phone call or of chat.
In the old days Before Chat, Plusnet were rated good for service. No longer, I think.
It is not very often I have to contact them, but when I cast my mind back, I find it is some time since I've had a satisfactory response. I now fully expect to leave when my contract runs out. The date is in the diary to remind me to seek an alternative.
jockwav
Rising Star
Posts: 660
Thanks: 11
Fixes: 3
Registered: 01-08-2011

Re: So you want my feedback do you?

I can fully understand your frustration,i think i have given up in my head with PN,i have had a ticket open since 7th & it just sits there.
So they can just close it if they like,that will stop me thinking about it,i do think the service is getting worse. Roll eyes Shocked
Will be looking at other ISP,s next year.
https://www.flickr.com/photos/james_bingham/
MelRocks
Grafter
Posts: 87
Thanks: 1
Registered: 02-11-2015

Re: So you want my feedback do you?

Hi @jockwav
From what I can see this wasn't responded to as the troubleshooter was never completed. This needs to be completed before it will go through to the Faults Team to be investigated.
Here is a link to the correct section: http://faults.plus.net
Thank you.
jockwav
Rising Star
Posts: 660
Thanks: 11
Fixes: 3
Registered: 01-08-2011

Re: So you want my feedback do you?

I have just closed it.
https://www.flickr.com/photos/james_bingham/
Community Veteran
Posts: 5,616
Thanks: 627
Fixes: 1
Registered: 21-03-2011

Re: So you want my feedback do you?

I was taught some years ago that for every thirty dissatisfied customers only one would complain.
When will PN accept that their changes to the ticket system have failed? 
By all means have a troubleshooter facility to transfer the workload onto the customer, but don't make it a mandatory condition of submitting a ticket. I've said it before, but it is worth repeating. If you want to get sufficient resources on the helpdesk at PlusNet  drag Andy Baker out from his gilded hermit retreat and have him spend one hour a week on answering calls from the public.
Now Zen, but a +Net residue.
Superuser
Superuser
Posts: 12,596
Thanks: 3,874
Fixes: 25
Registered: 22-08-2007

Re: So you want my feedback do you?

Given that many people complaining here are waiting an hour or more for the call to be answered, he might only get to answer one call.
May be a better approach woukd be to do a 'under cover boss' approach.  Contact his own residential service channel to get a fault fixed on his line / account billing....
tequillaboy
Newbie
Posts: 4
Registered: 04-09-2011

Re: So you want my feedback do you?

Townman, now there's thought.
So, Chris and colleagues in Customer Relations, you have Andy Baker's internal email address.
Go on, do it. Suggest he either comes down or goes undercover. Bet you won't…...
Superuser
Superuser
Posts: 12,596
Thanks: 3,874
Fixes: 25
Registered: 22-08-2007

Re: So you want my feedback do you?

Hi TB,
Do not bet what you cannot afford.  I have had cause to communicate direct with Andy on several occasions this year about abysmal BTOR performance and the consequences on PlusNET's perceived performance AND I did get a reply direct from him well after 8pm.  So it's not such a great dare...!