Quality of technical support

A cautionary tale about the current quality of Plusnet's technical support...

Plusnet's tech support has been absolutely atrocious in helping me get interleaving removed from my line. It's been 12 days since I asked for this to be actioned and having DONE ABSOLUTELY NOTHING for 5 days (despite me chasing them), I finally get told my request will be actioned "within 7 days".

Finally, this afternoon, after chasing them again via a support ticket and their own forums, someone from support tells me my ticket should never have been given a 7 day lead time and that interleaving should now be off (can't confirm until I get home).

Maybe the 7 day lead time was a mistake, but the 5 days of limbo was pathetic.

Fair enough one person making the mistake in handling my support ticket, but 3 different people handled the ticket over the last 12 days. What would have happened if I was not proactive, chasing them via the helpdesk and forum? Based on this I think my ticket would have fallen into a blackhole and been lost forever.

Edited by deleted (Tue 08-Feb-11 16:42:47)

I've a 7 day ticket on 15 days and counting.

In reply to a post by camieabz:

I've a 7 day ticket on 15 days and counting.

Half-way through the toes then. Or are you more pessimistic than that and using the fingers of one hand to count the fives of the other?

I'm counting down to my own pre-determined explosion mode. Bonus is, I get free calls to Plusnet nowadays, so I can keep one of their tech folk on the phone for the best part of an hour for free, or they can get on with fixing things.

I've a 7 day ticket on 15 days and counting.

I can't find an open ticket on your account? I replied to one last Friday for you.

Deak,

That doesn't sound good at all, can you let me know a ticket ID from your account and I'll go and find out what went wrong with the interleaving process (it should be a simple order to remove it the next working day IIRC)

Chris,

The ticket ID is 39366976.

In reply to a post by camieabz:

I'm counting down to my own pre-determined explosion mode. Bonus is, I get free calls to Plusnet nowadays, so I can keep one of their tech folk on the phone for the best part of an hour for free, or they can get on with fixing things.

And so you do. I am so glad me and Matt Taylor had that conversation whilst making coffee one day. Certainly got things moving there

In reply to a post by Deak:

A cautionary tale about the current quality of Plusnet's technical support...

I presume that the recent advertising campaign was successful - I doubt whether Plusnet would admit that it wasn't!!
In which case, it would be fair to assume that the support staff are now under extra pressure to deal with new customers.

Wagstaff

Yes it would be very fair.

There are 17 calls waiting right now (12:17am)

http://www.plus.net/supportpages.html?a=212&helphead...

And unless it's changed there will be a few people on. I sure hope they doubled it which was being talked when I left.

I saw it then other day at 80!


I've only ever seen that once on a night shift when 21CN collapsed nationally.

The guys deserve credit where it's due they do an amazing job .