Ten Days Without a Reply From Support

[TC]

Matt - thanks for your quick response this was obviously the place I should have come to earlier. I would be grateful if you could activate the cgi component. At least I do not feel invisible any more
TC

[TC]

Matt
have been reading some of the other topics ones that relate to cgi being available on older accounts - this component is missing from my web space and I am unable to activate it myself - I dont know if this will assist you?
TC

[orbrey]

Right that's now been added for you, you should be able to activate this via the members centre now :)

[nozzer]

Quote from: Mand

James_G, not a very constructive post now is it? ;) We have more people working here than at any point in the past, and are still recruiting extra CSC agents every month. @TC, we're looking at your ticket now, sorry for the delay.

Is it really acceptable to have to resort to getting on to this Forum to get attention though? We never seem to get a credible explanation of why such delays are happening, just apologies. Is it really the case that the CSC is overwhelmed by the shear number of help requests, or is it more of a management problem (by which I mean there aren't the mechanisms in place to monitor the proportion of tickets which don't get replies within a day or two)?

[orbrey]

As we've stated several times in various threads on these boards, it is the number of requests that we're getting - hence the ongoing recruitment. I can confirm we're making headway, but this has never been something that was going to 'go away overnight' as it were.

[sharpyuk]

Quote

it is the number of requests that we're getting

Matt :) i think whay they are asking for is a reason for the above quote...  What is causing an influx of requests?

[TC]

Matt
thanks for your help
TC :)

[jelv]

Quote from: sharpyuk

Quote it is the number of requests that we're getting Matt :) i think whay they are asking for is a reason for the above quote...  What is causing an influx of requests?

Quote from: jelv

Yeah, and advertising campaigns which are getting more users which generate more problems as people get set up at a faster rate than you are adding the resources to support them. You acknowledge that there are unacceptable delays and yet you still go ahead with stupid stunts like this which can only make the problems worse.

[Lorenzo48]

My ticket history has been amended since I said I'd publish it, they went back in and altered a previous response. Naughty naughty. Then they ignored me for 2 weeks, a quick phone call and we're back in action.
I suggested to a manager that Pro service should have a seperate Pro ticket system but apparently this is not technically possible, which I find hard to fathom.
I do believe that if you pay more money, in some cases more than 3 times as much, then one should expect a higher level of service in all areas.

[bobpullen]

Hi Lorenzo48, I'm pretty sure your ticket responses won't have been retrospectively altered? The only people capable of doing this are our database admins; support agents (and managers alike) cannot alter the text of a ticket response once it's been committed.
Anyway, I've added some comments to one of your open tickets as I don't think it's been handled very well. Yes, we haven't been updating it recently but you should have been told to expect this (which you weren't, so I apologise for that!)

[sharpyuk]

Quote

do believe that if you pay more money, in some cases more than 3 times as much, then one should expect a higher level of service in all areas.

Your paying more for a better broadband package i.e Line speed across all traffic etc which in its self is an overhead on PlusNET hence the cost :)    i would agree if the packages were the same and you were paying more, then yes you should be getting something for it.  But realisticly, you are getting something for the increased cost.

[Lorenzo48]

Quote from: Bob

Hi Lorenzo48, I'm pretty sure your ticket responses won't have been retrospectively altered? The only people capable of doing this are our database admins; support agents (and managers alike) cannot alter the text of a ticket response once it's been committed.

Bob, thanks for your reply, I've replied to you asking for clarification of a couple of things, maybe you could pick it up personally? 2-3 days seems to have jumped to 3-4 weeks which I may be prepared to put up with. But after just joining a server and still seeing 200ms via GW1 it's getting beyond a joke. Especially as I can jump back to my old supplier by next weekend and have prioritised traffic on a business network. Not perfect but has to be better than now with lower contention etc. I'd rather be able to stay though.
I can assure you one of the replies was altered, in fact it's fairly obvious if you read the thread as it makes my response look completely at odds. I'd be happy to discuss it private if you wish.
Reading my ticket I harldy recognise my own prose due to support making me so irritable  ;)
Sorry for the thread hi-jack O/P.

[sharpyuk]

Unfortuantly it only needs support team + database admin to make it happen, so it could happen !...  Being in IT myself, it is very easy to make friends with people that have alternative access to systems :)

[Lorenzo48]

Quote from: sharpyuk

Your paying more for a better broadband package i.e Line speed across all traffic etc

;D
Well yeah that IS what I am paying for. But it ain't what I got  :-[