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Support Ticket - 8 days and waiting for a reply

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Community Veteran
Posts: 20,030
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Registered: ‎06-11-2007

Support Ticket - 8 days and waiting for a reply

I was sent an email, with an option to "reply to this ticket"...

Question #183155414

 

. which I did.... EIGHT DAYS AGO...but have not had ANY response .... 

WHY  ?

7 REPLIES 7
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Plusnet Help Team
Plusnet Help Team
Posts: 1,723
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Registered: ‎06-08-2018

Re: Support Ticket - 8 days and waiting for a reply

Thanks for getting in touch @shutter,

 

I have updated this ticket for you here.

 

Let us know if there is anything else we can help you out with.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


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Community Veteran
Posts: 20,030
Thanks: 2,724
Fixes: 40
Registered: ‎06-11-2007

Re: Support Ticket - 8 days and waiting for a reply

@Mads Thank you for the update...... however,.... your apology says

 

Apologies for the lack of communication in regards to this, we are currently inundated with tickets so the
re is a slight delay in replies. "  
 
Eight and a half days with a reminder of it, via the forum, is hardly " a slight delay "..

Note, also... the original ticket, was ambiguous to say the least, ...........if it had referred specifically to the "question" there would probably have been no need for the ticket/email notification in the first place.
This would then have reduced the workload and speeded up the ticket system, had it been appliet to other tickets.
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Community Veteran
Posts: 3,427
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Registered: ‎18-01-2013

Re: Support Ticket - 8 days and waiting for a reply

I've been less impressed with the level of support received by PN since returning from Origin - the ticket system seems to have been slimmed out to within an inch of its life and telephone support seems to be the way PN are going which is less than ideal as I often work 12-14 hour days limiting my access to a phone for an hour at a time ....

I currently have a 12 day old unresolved ticket - how long before someone challenges the "We'll do you proud" claim with the ASA ?

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Plusnet Help Team
Plusnet Help Team
Posts: 1,343
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Registered: ‎07-12-2017

Re: Support Ticket - 8 days and waiting for a reply

Hi @picbits, I've picked up your ticket and passed over the details to a colleague to get your request updated today, please allow 24-48 hours for the changes to go through.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
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Community Veteran
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Registered: ‎18-01-2013

Re: Support Ticket - 8 days and waiting for a reply

Cheers Lauren / Matt W - fingers crossed .........

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Community Veteran
Posts: 20,030
Thanks: 2,724
Fixes: 40
Registered: ‎06-11-2007

Re: Support Ticket - 8 days and waiting for a reply

@picbits  Hmm... interesting.... 12 days you say..... but no apology for the "slight delay"  Hurrumph! Undecided

Instead.... a warning of further " slight delay"   (24 -48 hours )....

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Community Veteran
Posts: 3,427
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Registered: ‎18-01-2013

Re: Support Ticket - 8 days and waiting for a reply

To be fair there was an apology on the ticket.