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Ticket Response Times - not happy

Amalea
Dabbler
Posts: 24
Registered: 13-12-2007

Ticket Response Times - not happy

Bit lengthy, apologies in advance and thank you if you manage to read it all. The dates for phone calls are to the best of my memory, but I think are correct.
I currently have a ticket I originally logged on the 5th July (57325264) - nothing major, a wireshark capture for Secret World asking for it to be added to the traffic shaping setup as lag spikes cause some aspects of the game to be unplayable during peak times. Standard "thanks for your ticket" response on it,  I waited for a while, and eventually rang asking for an update on a Saturday morning (14th July) as the last comment on the had been made on the 6th July. No update was available but a reminder was going to be pushed through. On Tuesday (17th) I rang again to chase, again no updates were available and a manager would ring me back with an update. Monday (23rd July) after no updates again I call once more, I am told on this call that the previous manager had to go on emergency paternity leave and that's why they hadn't contacted me (which I have no issue with, family before work always). This gent forwards the details on again, and raises a second ticket (57994653), which does get updates stating when the issue has been followed up (which I really appreciate). Finally on the 30th July I get a response on my original ticket stating I'd done it wrong and please do the capture again. Now I accept that I'd missed a step of the instructions (not having the application running before starting the capture - although this hasn't been mentioned on my previous game wireshark captures as an issue), and the file being wrong was my fault - but 24 days to get a response is appalling! There wasn't even an apology or any explanation for the delay. Anyway, I add a new capture the same day, and question why there was such a delay... and I'm still waiting. My second ticket has had responses (from Friday 3rd August most recently) stating when it's being chased up, and I really am grateful to be at least getting some response, but my original ticket still being around is ridiculous.
In favour of Plus net, the guys I have spoken to, especially the gent on my second ticket, have been very polite, friendly, helpful and apologetic for the delay. Also being able to view call stats before calling mean I'm not sat waiting in long queues with no idea how long I'll be left hanging is a real bonus. I've been a customer for a long time, recently moving home phone over too, mainly as the service up until this incident has been brilliant. However, as I'm sure anyone reading this can understand I'm really rather annoyed at this point.
3 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 160
Fixes: 55
Registered: 27-04-2007

Re: Ticket Response Times - not happy

Quote
but 24 days to get a response is appalling!

Agreed, please accept our apologies for the delay there. Any tickets relating to port changes/requests are handled by a specialist team so responses can take longer than other support tickets, we are working with that team now to see what can be done to bring down response times for such requests in the future.
Quote
I'm sure anyone reading this can understand I'm really rather annoyed at this point.

Absolutely, we agree. Someone on the relevant team will be picking this up and dealing with it shortly.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Gaffer
Community Gaffer
Posts: 5,101
Thanks: 426
Fixes: 5
Registered: 04-04-2007

Re: Ticket Response Times - not happy

This is the fault of my team and I'm taking responsibility for it.    Sorry.
I'll make sure we don't do this again.
Kelly Dorset
Broadband Service Manager
Amalea
Dabbler
Posts: 24
Registered: 13-12-2007

Re: Ticket Response Times - not happy

Thank you both, I do understand these aren't usually quick fixes (as with previous requests I know they are batched up and done in a set rather than one at a time), I think more than anything it was the lack of any response for so long on my original ticket that has left me dismayed. I'm assuming this is just a blip as it's not the usual good service I've had from Plus net. Smiley I look forward to having an update soon.
Thanks again.