Bob,

It would be nice if just one member of the support staff dealt with a ticket once it reached the appropriate level.. I've had several tickets successfully resolved during the past year or so but it seems that I never communicate, in writing or on the phone, with the same member of staff more than once.

It's like taking a car, with an engine problem, to a garage and speaking with different mechanics working on the car every time I check or am told about progress with the repair. Doesn't always inspire confidence in the efficiency of the work being carried out and could lead to mistakes when several people are involved rather than when one individual, with the necessary skill, sees the task through from start to finish.

Obviously it is not always possible for one individual alone to fully resolve a problem, for a variety of reasons, but whenever it is possible it would probably be more efficient and inspire greater customer confidence.

4M2.

I agree with what you're saying to a certain degree, however the ticketing system and the internal processes we have here are not best accustomed to this approach.

The development work, training and process changes that would need to be be put in place to achieve such a thing are significant too.

Not saying it's a bad idea, I just can't see it happening any time soon I'm afraid

In reply to a post by Deak:

In reply to a post by bpullen:

FWIW, @docki's claims are at least partially supported as they used to work here.

Well that explains a lot about the why and the what of their posts.

I didn't leave Plusnet through choice. I would have been happy there for the rest of my days. Being on both sides of the fence is the only realy way to understand a company properly.

I will never regret my time at Plusnet. I met many wonderful people and still keep in touch. It's more like a family than an employer. I used to work overtime on a voluntary basis because I believed in the company's direction and I still do.

I am sorry if you feel my posts are all " kissy kissy " towards Plusnet but based on the fact I have been a customer since 2003 and was an employee from 2007 to the near end of 2010 and continue to be as customer after then that's the way it is/they are.

Remember we are all humans. Humans make mistakes.

Edited by deleted (Wed 09-Feb-11 16:16:28)

In reply to a post by docki:

Remember we are all humans. Humans make mistakes.

FWIW the 'human' aspect of Plusnet has been better than most imo, but their systems and processes are such that they seem to lack future expansion or integration to newer systems or ideas. These things are never easy, and it is usually impossible to predict the future, but it's never a bad idea to try to simply what you do have, so as to make it easier to change or improve upon.

I wonder if they need an IT auditor?

In reply to a post by camieabz:

In reply to a post by docki:

Remember we are all humans. Humans make mistakes.

FWIW the 'human' aspect of Plusnet has been better than most imo, but their systems and processes are such that they seem to lack future expansion or integration to newer systems or ideas. These things are never easy, and it is usually impossible to predict the future, but it's never a bad idea to try to simply what you do have, so as to make it easier to change or improve upon.

I wonder if they need an IT auditor?

Plusnet have a team who look at things like this. They are a really bright bunch of chaps and lasses. Them with the Digital Care team is a brilliant combination.

Thanks for the reply Bob,

Please don't get me wrong, Plusnet's people in technical support and accounts/billing are always very pleasant, helpful and co-operative in their response to BB problems and account enquires. It's just that I feel a little more continuity in the form of individual support when trying to resolve a particular issue would make your service even better.

Just one other small thing though: I don't always get email notifications of support staff replies and sometimes have to log-in to my account to check if there are any replies or further comments on a open ticket.

4M2.

In reply to a post by 4M2:

Just one other small thing though: I don't always get email notifications of support staff replies and sometimes have to log-in to my account to check if there are any replies or further comments on a open ticket.

That's the third report of this I've seen so far today. At the time of writing though, my attempts to replicate the issue have been unsuccessful.

Well on the day of the question being raised (24th of Jan) I got a confirming e-mail:

Your username:

We have received your Question - Thank you!
If you need to talk to us about this Question, please use the reference number [ ######## ].

We will send you an email when our Support Team has responded to your question.

If you need to add more information or inquire further about your open Question, you can return to it by going to the Help Assistant.

Read or respond to your Question -
http://portal.plus.net/my.html?action=questions

IMPORTANT: Do not reply to this email, our Support Team can only deal with Questions through the Help Assistant


Regards,
Customer Support

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http://portal.plus.net


PlusNet plc
Registered Office: Internet House, 2 Tenter Street, Sheffield, S1 4BY Registered in England no: 3279013 VAT registration number: 842254440

Since then, nothing.

56 calls,

and a 23 min wait!

Not looking good

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

In reply to a post by CJT:

56 calls,

and a 23 min wait!

Not looking good

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

Whilst I did my fair share of bitching about them I am not sure closing SA was a good move. I recall the BT guy who came in (who I won't name out of respect for him as he's a cracking guy) saying on his first day that he intended to but I really never thought they would.

Me and a few others were renounded for taking lots of calls. I used to take between 70-80 calls a day. Some higher. That was hard enough. I do feel sorry for my fellow colleagues in a way.

That busy night I formentioned happened when SA lost it's call system too. That was hard enough but to do that every night? Sheesh.

Edited by deleted (Wed 09-Feb-11 18:39:24)