Do online sales enquiries ever get answered?

Last Saturday (16th) I finally decided to sign up with Plusnet for Broadband but had a couple of questions for them first, so I used their online sales contact form asking them to e-mail me the answers a.s.a.p. as I wanted to place an order. I'm still waiting for an answer (I notice that another person has had the same experience - swt1963 post dated 20/02/08).

This lack of response worries me ... if they ignore prospective customers, just what sort of support do they give, and how long do you have to wait for it?

Can anyone convince me this is unusual, or should I start looking elsewhere?

If you have been doing your homework as i have then you will have realised that
Plusnet are offering a good selection of packages with UK support and at a fair price.And as you said you want to join. Thats half the battle
My Plusnet Broadband goes live this Friday 29th but i have been looking at the company from before Christmas and have learnt a fair bit about them.
If your a nightowl like me maybe i can help with what you want to know PM me if you want.
If not one of the Plusnet team will pick it up later today
Regards

However, the OP used an advertised method for contacting PN sales so they and I would have expected to receive an answer.

I will make the comms team aware of this thread so they can investigate.

In reply to:

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Can anyone convince me this is unusual

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I've been with PlusNet since July and been most impressed with customer support.

As another poster has said this has been brought to the attention of PlusNet staff in case there's a system glitch.

You'll note that 3 staff members replied to swt1963 and he also posted this on 20th

I would give them a call thats what I did before I joined them.

Hi there,

There's no open contact sales showing waiting on our systems and these are usually answered very promptly. Is there any chance it could have been diverted to a spam folder? We will often include links to our sales pages so it is possible, depending on the filter.

In any case many apologies for the inconvenience, are there any specific questions I can answer for you?

Hi Guys

First of all thanks for all your replies. Yes, Barry, I am also a nightowl - but had an early night last night so just missed your posting, but thanks for the offer. Nadger: It was seeing that swt1963's post got picked up by Plusnet support staff which made me try in here before just going "elsewhere".

I really don't know what happened to my query then (spam folders checked as I had noticed that problem on other postings) and also other e-mail addresses (in case I had a senior moment and gave a different one!).

Orbrey/Peter: My questions are:

The offer of "free activation if you stay for 12 months" - can you confirm that this means if you have/want to leave within the 12 months you ONLY pay the �40 activation charge or will you also have to pay back the remainder of the 12 months? i.e. by accepting the free activation are you actually agreeing to a 12 month contract?

Paying by DD. I noticed on other posts that there seemed to be a delay of more than the advertised 5-7 working days and some posts advised paying the initial month by debit card to avoid the delay whereas others said it made no difference. What do you recommend? My dial up account ceases on 10th March, so would like BB up and running by then.

Thanks

Chris

PS If seeing the questiions helps you find my online query I would still be interested in knowing what happened to it!

First, I don't work for PN in case that was your impression

All PN residential products are 1 month contracts so you can leave by just giving 30 days notice at any time. The free activation offer is as you suspected repayable in full (�40) if you decide to leave within the first 12 months of joining.

Paying by DD will incure an additional delay which is normally 5 -> 10 working days and this can be dependant on your bank and PNs bank dong the necessary paper work which is why the delay can vary. This is because PN ensure the DD is set-up before placing the order with BT. If you want to pay by DD but get connected quicker then it is better to pay your first months fee by debit/credit card in which case PN will place the order with BT on completion of the sign-up form and you adding a suitable card to your account. It is normally best to give support a ring once the card is added to the account so they know to place the order.

I am assuming you do not have broadband on your line. If you do, then yo need to do a migration using a MAC key. There is a migration fee but this is only payable if you leave within 12 months.

Hi,

Can you PM me the details of your query? The time and date, email address used etc would be very helpful as I would like to find out what happened to this query.

As Peter says if you wish to leave within the 12 months you simply have to pay the activation fee. The contract for the broadband remains monthly throughout.

We recommend that you elect to make your initial payment by card, as this means your order will be submitted as soon as the signup process is complete and payment taken. Paying by DD means that the order isn't submitted until the DD setup is complete so can mean anything from 5-10 days delay.

If you do sign up and would like me to keep an eye on the order feel free to drop me your username.

In addition to Peter's reply a new provide will take 7-10 working days so if you order on or before the 1st March we should have the line provided in time. If you're migrating an existing service across to us (I suspect not, but I mention it just in case) it's a 5 working day lead time so you have a couple of extra days if that's the case.

I'll look into the contact sales query and see if we get anything, if so I'll let you know.

Hope that helps,