Ticket auto responder discussion split off
Quote from: markfrompompey Email from Plusnet at 23:39 saying "Unfortunately, there's been a delay to the order for your telephone service.
We'll contact you again once we have more details about this."
I replied saying I don't understand since I have my new line & fibre installed and working.
(But Plusnet did not reply to this)
Not surprising because if you'd looked at the end of the email I'm 99% certain it will have said you can't reply to the email as the mailbox isn't monitored. Electronic contact has to use tickets/questions through the Help Assistant https://portal.plus.net/wizard/index.html
Quote from: markfrompompey So if you are correct and that mailbox isn't monitored if you reply, then surely their emails should have that stated. And have a link to wherever you can reply.
...like an embeded link to the ticket / ticket system...
It has been suggested before - one hopes that this is a feature of the new provisioning system / other new client interface systems under development?
In the interim how difficult would it be to setup a "auto responder rejection email" on that mailbox? At least PlusNet would be affirming that they are ignoring the "reply" - the email could even guide users to the ticketing system. I bet Bob Pullen could do it within the duration of a coffee break!
EDIT: Assuming (always dangerous!) that all emails are sent from the same address an auto responder would "gracefully bounce" all such replies arising from any correspondence source and avoid the immediate necessity to look through all of the auto generated emails to "fix" the omission of the "not monitored email address" warning.
I received a marketing email from Plusnet today: "A brew, a mince pie and Plusnet. Christmas heaven..."
1. Nowhere in the email does it say please don't reply to this email as the mailboxes are not monitored.
2. The reply-to address (which by the fact it has been given in the email implies to me that you can reply to the email) is autoemail@plus.net. Sending an email to that address gets no response.
3. The from address is Plusnet@comm.plus.net - sending an email to that address gets this response:
So that's a fail on three accounts.
ALL emails should have a "please don't reply"
Mailboxes for any email address used in any way in the headers should get something like the response you get when you reply to a ticket email:
1. Nowhere in the email does it say please don't reply to this email as the mailboxes are not monitored.
2. The reply-to address (which by the fact it has been given in the email implies to me that you can reply to the email) is autoemail@plus.net. Sending an email to that address gets no response.
3. The from address is Plusnet@comm.plus.net - sending an email to that address gets this response:
Quote Subject: Mail delivery failed: returning message to sender
[tt]A message that you sent to the following recipient could not be delivered due to a permanent error. ** The remote server 212.159.8.200 responded with: ** plusnet@comm.plus.net 550:Invalid Recipient plusnet@comm.plus.net This message was created automatically by mail delivery software on the server avasout02.[/tt]
So that's a fail on three accounts.
ALL emails should have a "please don't reply"
Mailboxes for any email address used in any way in the headers should get something like the response you get when you reply to a ticket email:
Quote Hi,
Thank you for your email. Unfortunately we don't pick up any emails sent to this address. That's because emails can easily be lost, misdirected or even deleted and we think it's better if this doesn't happen.
Depending on your enquiry you may find your answer conveniently online - either from our support pages, or through the Help Assistant (http://help.plus.net). These have lots of easy to follow guides to help you with all your broadband and Internet questions (http://support.plus.net).
We prefer electronic 'tickets' to emails, this means that you can always see what updates have been made and check back over previous tickets too.
If you do prefer to contact us by phone you can call our support line on 0800 432 0200 or 0345 140 0200. We're open 24 hours a day, every day.
If you're a new customer, and want to know more about Plusnet, you can send us a message from our website (use the sales link at the foot of the page) or call our Sales Team on 0800 432 0080
Kind regards,
Paul Summers
Director, Customer Experience
http://www.plus.net/
--
Plusnet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
I've just checked my billing emails and nowhere on those does it say do not e-mail, or this address is not monitored.
Product change (circa July 2014)
Installation appointment (circa July 2014)
(at least that one explicitly says to call)
Finally found one that says the address is not monitored! (this was about referral credits being wrong and my back payment)
All messages, as jelv says, should explicitly say there no mail support and all outbound addresses used should have an autoresponder on them reminding people of this.
(All my messages are coming from support@force9.net which may or may not have a responder, I've not checked).
Quote If you've got any questions about billing, or your account in general, you
can ask a question online 24/7 using Contact Us:
https://portal.plus.net/wizard/
Kind regards,
PlusNet Customer Support
http://portal.plus.net
Email ref: E0281
Quote The credit applied for each referral account will reflect its product type
at the time of billing. For instance, if one of your referrals changes to a
higher subscription package your credit received may increase inline with
our referral values.
Kind regards,
PlusNet Customer Support
http://www.plus.net/
Email ref: E0420
Product change (circa July 2014)
Quote Need Help?
----------
If you can connect to the Internet and you have a question about your service or you are experiencing problems, you may find the answers you need in the support section of our web site.
Go to the support pages
https://www.plus.net/support/
You can call our Support Team 24 hours a day, all year round on 0800 432 0200 or 0345 140 0200 (lo-call rates apply).
The Help Assistant
The Help Assistant quickly directs you to the information you need, or lets you raise a question directly to our Support Team.
If you're having trouble finding what you need from our support pages, then the Help Assistant is for you.
To use the Help Assistant go to https://help.plus.net
Kind regards,
PlusNet Customer Support
http://www.plus.net/
Email ref: E0009
Installation appointment (circa July 2014)
Quote What happens next?
------------------
We'll arrange for an engineer to visit your property on the above date. However, if your
preferred date isn't available we'll call you within a week to make alternative arrangements.
You may be charged if you miss your appointment. If you can't make the scheduled time, please call us on 0800 432 0200 or 0345 1400 200 at least two working days before the appointment and we'll rebook it for a more convenient time.
Kind regards,
Plusnet Customer Support
http://www.plus.net
Email ref: E0089
(at least that one explicitly says to call)
Finally found one that says the address is not monitored! (this was about referral credits being wrong and my back payment)
Quote Email ref: ST-477
This email has been sent as it contains important information about your
service from PlusNet. Please do not reply to this email, as this is an
unmonitored address.
All messages, as jelv says, should explicitly say there no mail support and all outbound addresses used should have an autoresponder on them reminding people of this.
(All my messages are coming from support@force9.net which may or may not have a responder, I've not checked).
