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Standard User Jaowon
(fountain of knowledge) Wed 23-Mar-11 15:43:37
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Bit of feedback


[link to this post]
 
I've had 3 plusnet accounts develop faults over the past 6 weeks. One thing that has been consistently annoying to the point of losing my temper nearly, is that the CS reps have a tendency, not to have read the entire ticket history, and in several cases, have caused the fault detection to go into a loop (until I have lost it). On 2 occasions the ticket was cancelled because the rep didn't understand the fault even tho it had about 3 weeks of history attached to it.

This always seemed to happen when a different CS rep picked up on the response, rather than a rep I'd dealt with over several days.

So a suggestion, get your reps to read a history, especially if it's a long one.
ISP Representative orbrey
(isp) Wed 23-Mar-11 16:18:30
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Re: Bit of feedback


[re: Jaowon] [link to this post]
 
Hi Jaowon,

Really sorry to hear that, we're actually trying out a new faults process at the moment deliberately to eliminate those sorts of problems. Is there any chance you could PM me the usernames of these accounts so I can have a look at the tickets and feed back?

Regards,

Matthew Taylor
Plusnet Customer Support
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Jaowon
(fountain of knowledge) Thu 24-Mar-11 16:07:33
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Re: Bit of feedback


[re: orbrey] [link to this post]
 
PM'd


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ISP Representative orbrey
(isp) Mon 28-Mar-11 15:50:39
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Re: Bit of feedback


[re: Jaowon] [link to this post]
 
Thanks very much for that, sorry I didn't pick it up sooner (was off on Friday). I'll take this up with them now.

Regards,

Matthew Taylor
Plusnet Customer Support
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Wagstaff
(member) Tue 29-Mar-11 23:48:41
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Re: Bit of feedback


[re: orbrey] [link to this post]
 
In reply to a post by orbrey:
we're actually trying out a new faults process at the moment


Matthew

Within your "new faults process", will you be prioritising tickets according to the severity of the problem?

Wagstaff

"Time is a great teacher, but unfortunately it kills all its pupils"
Standard User brightd
(experienced) Wed 30-Mar-11 07:22:26
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Re: Bit of feedback


[re: Wagstaff] [link to this post]
 
The problem with that is who determines the priority?

David

plusnet Broadband Extra customer
DrayTek Vigor 2800VG
Standard User Wagstaff
(member) Wed 30-Mar-11 09:39:20
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Re: Bit of feedback


[re: brightd] [link to this post]
 
In reply to a post by brightd:
The problem with that is who determines the priority?


That's a good question, David.
You need somebody who can do a quick scan of tickets and identify "system down" problems as opposed to email, accounting issues etc.
Failing that - ask the customer to prioritise, and assume that they are honest enough to distinguish between high and low priorities.

Wagstaff

"Time is a great teacher, but unfortunately it kills all its pupils"
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