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what is the point of help assist?

Rippedoff
Dabbler
Posts: 19
Registered: ‎01-05-2011

what is the point of help assist?

They take hours upon hours to reply and then they tell you exactly nothing except a phone number which is no use at weekends.
9 REPLIES
Infinity
Seasoned Pro
Posts: 6,153
Thanks: 266
Fixes: 3
Registered: ‎19-06-2011

Re: what is the point of help assist?

When are you leaving ?
What is the point of all these derogatory threads, are you unhappy then ?
Rippedoff
Dabbler
Posts: 19
Registered: ‎01-05-2011

Re: what is the point of help assist?

Nearly 8 hours now and still no response from Help Assist.
These are facts pluscom not derogatory just plain simple facts.
Rippedoff
Dabbler
Posts: 19
Registered: ‎01-05-2011

Re: what is the point of help assist?

Average closure time 2 hours 1 second
Target closure time 4 hours.
Plusnet may want to re word their stats as I,ve just waited 16 hours for a reply.
Superuser
Superuser
Posts: 9,810
Thanks: 1,184
Fixes: 67
Registered: ‎06-04-2007

Re: what is the point of help assist?

You missed out the following important qualification:
"These question handling statistics relate to questions directed at our front-line support team. More complex issues, fault investigations and issues that require the help of other departments within the business may take longer to turnaround."
Judging from your opening post I presume your question is subject to that qualification.
David
Rippedoff
Dabbler
Posts: 19
Registered: ‎01-05-2011

Re: what is the point of help assist?

my last question to them was when is the best time to terminate as I am paid up to approx the 5th of february,,,,so not complex and not rocket science is it?
pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: what is the point of help assist?

10 days notice.
and you have to contact them by letter or phone Mon-Friday between 9:00 and 5:30 pm
do your research here http://www.plus.net/support/customer_service/using/request_mac_key.shtml
Rippedoff
Dabbler
Posts: 19
Registered: ‎01-05-2011

Re: what is the point of help assist?

piere they did mention ten days but nothing about a letter!
plus help and assist are there to do the research for you,,,,well,,,arnt they?
Moderator
Moderator
Posts: 27,072
Thanks: 1,787
Fixes: 144
Registered: ‎14-04-2007

Re: what is the point of help assist?

Quote
You can either:
 1.  Call our Customer Options Team on: 0800 432 0200 or 0345 140 0200. Lines are open between 9.00am-5.30pm on weekdays (except Bank Holidays).
 
 2.    Write to us at:     Plusnet Plc, Internet House, 2 Tenter Street, Sheffield, S1 4BY

That's all Pierré was saying.

Customer and Forum Moderator. Windows 10 Firefox 62.0.3 (64-bit)

pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: what is the point of help assist?

I did two minutes (at the most) look up, my link is all the answers to what you have to do to leave