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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: 5,987
Thanks: 255
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: 9,677
Thanks: 1,074
Fixes: 60
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: 26,702
Thanks: 1,627
Fixes: 123
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.

To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
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