Where have all the PN staff gone?

[#1]

Moderators Note.

please remember that this isn't chit chat.

I appreciate everyone's frustration, but this is a serious topic that doesn't need to be filled with sarcastic comments or pictures.

Let's keep it on topic and wait for PN to respond.

Ta

[#2]

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@dvorak wrote:
Moderators Note.

Let's keep it on topic and wait for PN to respond.

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tempted to posted the tumbleweed animated gif 

[#3]

@rongtw - That explains why I didn't see it, I'm on ADSL and have no interest in fibre, so never visit that board.

[#4]

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@PeterLoftus wrote:

my reading of the situation is that when the career middle managers from the likes of StalkStalk were drafted in they felt uncomfortable with the "Geek Squad" who staffed Plusnet and who kept winning awards for customer service. These "professional" middle managers work by following the "competition" and adopting "the industry standard". They didn't want to excel but you can't be sacked for doing the same or just a little better than the rest of the industry.

As far as our PN staff members on the forum go i think the Japanese have a saying "the nail which sticks its head above the others gets hammered" 

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You are most probably correct, Peter - must admit that has been my suspicion for a long while, and the previously 'open' communication from PN staff is obviously frowned upon by these whiz kids with no real idea of how to run an ISP.

[#5]

Off Topic - a bit

Why is Chat not available and nothing on the status reports

[#6]

[#7]

dvorak In all honesty I DOUBT if PN will respond

And i have NO idea how long we have to wait , lets hope its not as long as we waited for new billing system

[#8]

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@dvorak wrote:
Moderators Note.

please remember that this isn't chit chat.

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Then why not move the thread to chit chat?

Threads are often moved out of chit chat so why not the reverse.

It would make a change instead of locking the thread etc.

[#9]

Because this thread is about Plusnet Feedback and we cannot move threads to General Chat just to allow some members to go off topic.

[#10]

I thought it was about where have all the PN staff gone.

All the comments have made reference to that fact. They may not be comments that plusnet like.

But then it can't be a "serious" thread as there is little chance of a serious answer.

[#11]

One of the aspect of the service that has kept me with PlusNet has been the involvement of staff on the forums; they are sadly missed.

It is hard to see any benefit to the company, still less to customer relations, of them staying away. But it is hard to avoid the thought that there must have been a policy decision that they should stay away. 

[#12]

@BrightonRock - It obviously IS a policy  decision, and like you I can't see why the decision has been made, but obviously what I call TalkTalk-type  management have been engaged, and their attitude is to either ignore the customer, or instruct those staff who do reply to merely post waffle that LOOKS as though they are doing something, whilst treating the paying customer like something off the bottom of their corporate shoe.

[#13]

To put the subject in a context I'm just reading this month's Which Magazine and Plusnet are top of the ratings for TV and Broadband Bundles with a customer score of 65% (Virginia second with 53%). I've said before that forum contributors are a self selecting minority and the majority of customers are satisfied. Some comfort for the boardroom!

[#14]

Do they say what sort of customers?

New or old?

Of course there is the inescapable fact that all customers are satisfied until something goes wrong.

So for the rating to have any real meaning it would have to be mainly from those that have had a problem.

[#15]

It will be a survey of Consumer Association (Which) members who are also Plusnet etc. Customers