Worst Customer Service Ever

[#1]

Good Morning, as a new customer to Plusnet, have to say the service
received has been the worst I have ever encountered in 13 years of
being online. Regret getting involved now, and even though I've
not had any service, trying to get out of a service not fit for purpose
was just met by the threat of a debt collection service from the
less than lovely man in the cancellation department, great way
to welcome a new client on his supposed first day!
Wonder if someone could help, I have looked up making a complaint
and it says I do this through customer services after logging in.
Can't seem to see it at all, any help appreciated.
Messaging from my local library, as I have no service at all...

Thank You
John.

[#2]

Hi John,
Welcome to the community forum, really sorry about the issue with the service. As you may know we've raised a fault with our suppliers and the estimated time for repair given is the 29th.

Quote

trying to get out of a service not fit for purpose was just met by the threat of a debt collection service from the less than lovely man in the cancellation department

I'm not sure of the full context of which that was mentioned but assuming that it was the same call I can see that we've added to ticket 76245986 that you'd be able to cancel without penalty if we're unable to resolve the fault.

[#3]

Good Afternoon Adam, Thank You for your reply.
I don't want to continue with Plusnet, yesterday has
left a very very nasty taste. Being spoken to in the
manner I was, is not for me.
Do you now how I take this further as I can't see
how to complain from my account?
Thank You for your help.
I don't want to try and take this up with trading standards,
Offcom etc, until I have at least tried to hear from someone
at Plusnet.
Why Plusnet would want to keep me as a customer, is quite
beyond me, because everyone I've dealt with so far has
not understanding of customer service at all.
Thank You.
John.

[#4]

I'm sorry to hear that you want to leave.

Quote

I don't want to try and take this up with trading standards, Offcom etc, until I have at least tried to hear from someone at Plusnet.

Is there anything further I can help you with or that you might need me to clarify?
If you do wish to go ahead with a cancellation you'd need to speak with our customer options team again: https://www.plus.net/home-broadband/contact/
Also if you are wanting to make a complaint, information on how to do so is shown here: http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml

[#5]

Good Afternoon again, thank you for your reply.
Yesterdays try to cancel, was met with threats of the
debt collection people!
In the link you provide, it says...
Go to http://help.plus.net/(you'll need your account username and password)
and select 'Customer Services' then 'Making a Complaint'. This means that
you will be able to raise your complaint quickly and directly to our Complaints Team.
There is no sign of Customer services, or making a complaint
could you show me how to find that please?
Thank You.
John.

[#6]

Does this link work?
https://portal.plus.net/wizard/?p=wizard&page=22909&wizard_id=38
(you need to login / be logged in to the member centre).

[#7]

Good Afternoon  W23, Thank You for your help.
I could not see that anywhere.
Thanks Again.

[#8]

Quote from: _Adam_Walker_

you'd be able to cancel without penalty if we're unable to resolve the fault.

The fault is clearly that things are messed up from day 1 and you CANNOT fix that after the fact, why do you threaten people with debt collectors, that is so aggressive, and in fact illegal unless you have firm intent to do so after attempting in writing to resolve the issue, idiotic statements people make on the phone like  this is what gets peoples credit license revoked or audited at the very least.
Let the guy out of his contract, it is clearly not about the technical fault it is about your failure to provide adequate customer service as a company, just look at the feedback on this forum... 80% poor, hey maybe you will win an award for that too..!

[#9]

Good Morning Inhost, Thank You for your reply.
You pretty much sum up what is going on, but alas Plusnet
seem to want to make me sit out an 18 month contract
which is a no go from day one.
Wish I'd looked on this forum earlier.
A lot of the themes that run through peoples posts concerning
their treatment from Plusnet customer services I encountered
on day one.
Thank You again for taking the time to reply, it's appreciated.
jim:quote

[#10]

This is a feed back forum and to be fair 80% may well be complaints be then again most only complain few ever praise, which why occasionally you get posts like these...
http://community.plus.net/forum/index.php/topic,119374.0.html
http://community.plus.net/forum/index.php/topic,119406.0.html

many start off with a grumpy post but are happy with the out come 4-5 posts in.
I can't comment on your problems because I don't know what they are or what they are caused by all I can say is PN have always sorted any out any that I have had. Granted perhaps not as quick as I would have liked but not really understanding how the system works I have no idea what the solutions are or indeed how long they take.
Hope you get satisfaction soon.

[#11]

Good Afternoon Mayfly, Thank You for your post.
Glad people are happy and getting a resolution.
My problems are far beyond any sort of resolution,
as in "getting service"
I just want to be able to use a different provider.
I haven't had one second of internet service from
Plusnet.
The customer service received has made this
situation irretrievable, as a new customer I didn't
realise threats, arguing, and raised voices was
all part of the customer service experience.
At one point the gentleman on the other end of
the phone opined that it was "your fault" in relation
to me and what was going on.
Not quite the first day welcome I expected.
Have now complained to Plusnet, and asked to be
released without financial penalty.
I will update here, when I have received a reply...
Thank You to all who have commented.

[#12]

Hi there
really sorry to hear you have had a bad time with Plus net - been with them (and the previous incarnation - Force9) for over 10 years an I have to say my experience has not been what you have had - any issues I've had (and they have been few ) have always been sorted really quickly and I've always found customer support to be first rate.
That said, I don't really know what's gone wrong in your case
In general, however, we are often very quick to criticise and slow to praise so perhaps this explains why there are some negative posts here - that does not, of course mean that you should have been treated the way you have, which is inexcusable
hope you manage to get sorted
regards

[#13]

Quote from: williamward

- that does not, of course mean that you should have been treated the way you have, which is inexcusable

Exactly how has he been treated? He has not told us except in vague generalities.

[#14]

Possibly being threatened with debt collectors and more or less being told it's all his own fault might have something to do with it.

[#15]

It depends on the circumstances.
If a customer while in contract threatens to cancel their direct debit instructions then this could be classed as breach of contract / non payment and would with many companies result in an agency being contracted to chase the debts.
We don't know the full circumstances here or much of the story at all - the CSA may have advised that by cancelling their DD, legal action may be taken while not meaning it in a threatening way.