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Standard User hk11
(fountain of knowledge) Fri 21-Jun-13 02:23:39
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Complaints procedure


[link to this post]
 
Why is the complaints procedure part of the "question" system?

Help Assistant > Customer Services > Making a complaint
"You currently have 4 open questions
You can only have a maximum of 4 open questions at any one time. "

Why should you be excluded from making a complaint if you ask "too many" questions?


Keef- Dartford Kent UK - Plusnet via Siemens Gigaset SE587

Previously - Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream,
Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
===========

Edited by hk11 (Fri 21-Jun-13 02:28:33)

Standard User Apprentice
(knowledge is power) Fri 21-Jun-13 08:17:32
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Re: Complaints procedure


[re: hk11] [link to this post]
 
Why should you be excluded from making a complaint if you ask "too many" questions?

Overload? tongue smile

Alastair

omadasafisho
Standard User jelv
(knowledge is power) Fri 21-Jun-13 09:17:25
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Re: Complaints procedure


[re: hk11] [link to this post]
 
You are not excluded from making a complaint - you are just forced to do it by snail mail. See http://www.plus.net/support/service/policies/complai...

jelv

Plusnet user since November 2001 - not sure for how much longer


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ISP Representative orbrey
(isp) Fri 21-Jun-13 09:23:59
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Re: Complaints procedure


[re: hk11] [link to this post]
 
I've just addressed this in your other thread here: http://forums.thinkbroadband.com/plusnet/t/4246944-r...

Hope that helps.

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 XRaySpeX
(eat-sleep-adslguide) Fri 21-Jun-13 11:35:46
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Re: Complaints procedure


[re: orbrey] [link to this post]
 
I have to agree with the OP. The ability to lodge a complaint should be entirely independent of any existing disputes/ queries/ questions/ tickets that he already has with the firm. He should not be prevented from making a complaint in the same manner as anybody else. Perhaps you should accept complaints via email if your online system can become constipated in this way, rather than insisting on delaying tactics via snail mail.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
ISP Representative orbrey
(isp) Fri 21-Jun-13 11:42:06
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Re: Complaints procedure


[re: XRaySpeX] [link to this post]
 
Understood, though the ticket limit applies only to customer raised tickets - it's very rare indeed we have four customer raised tickets open on the account at any given time (internally raised tickets don't count towards this limit).

As I've said in the post linked to above, the OP can close one of his existing tickets in order to raise a new complaint as the issue these tickets address has now been resolved.

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 hk11
(fountain of knowledge) Fri 21-Jun-13 13:43:36
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Re: Complaints procedure


[re: orbrey] [link to this post]
 
Thanks Matt; will take a look.


Keef- Dartford Kent UK - Plusnet via Siemens Gigaset SE587

Previously - Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream,
Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
===========
Standard User hk11
(fountain of knowledge) Fri 21-Jun-13 13:46:42
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Re: Complaints procedure


[re: jelv] [link to this post]
 
In reply to a post by jelv:
You are not excluded from making a complaint


Yes, thanks.

A bad choice of words by me there, I think. frown

I wonder how many complaints are received via snail mail these days? Perhaps a FOI request is in order? wink


Keef- Dartford Kent UK - Plusnet via Siemens Gigaset SE587

Previously - Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream,
Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
===========
Standard User hk11
(fountain of knowledge) Fri 21-Jun-13 13:47:52
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Re: Complaints procedure


[re: Apprentice] [link to this post]
 
LOL.


Keef- Dartford Kent UK - Plusnet via Siemens Gigaset SE587

Previously - Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet, X-Stream,
Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
===========
Standard User ian72
(knowledge is power) Fri 21-Jun-13 13:54:59
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Re: Complaints procedure


[re: hk11] [link to this post]
 
FoI only applies to government organisations and not to private business. A commonly held misconception - private companies don't have to tell you much (you can use DPA to get personal data or companies house for financial data but I don't think there is a lot else you can force a company to do).
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