I have another Customer Service story. I am on an old Plusnet Pro package at £16.49 per month, 20GB download limit.
I have only just seen a package "Unlimited" at £9.99 with no download limit. So I telephoned to ask about switching. All going OK until I was told I would have to commit to a new 12 month contract, or pay £12.99.
I have been with Plusnet since 2004 and consider it unreasonable after this length of time to expect me to sign up for a new contract - I am not a new customer.
I said I was unhappy about this and was told I would have to speak to the Customer Options team. This team is only available M-F 9-17:30, or I could send a letter! The person I was talking to would not contact this team on my behalf, and when I expressed my displeasure and would now look elsewhere, I was told that if I wanted to leave I would still have to contact the Customer Options team, M-F 9-17:30 only!.
Plusnet were renowned for their customer service, sadly to agree with the OP, this seems to have gone downhill.
Tickets 67973150 and 67973588
Plusnet Plusnet Pro 21CN Netgear DGND3300v2 router
Windows T Home Premium 64 bit
Edited by Nick_Russell (Sat 06-Apr-13 12:19:29)