In reply to a post by Metronet_James:

I think the 4 ticket rule is reasonable.

Why not just have one as you repeatedly say they are duplicates anyway?

My point was in regards to the complaints procedure requiring a question to be raised. Why would a customer want to raise a question, if he had a complaint?

In reply to a post by johnjburness:

a lot of CS tickets!

The system itself is confusing as they are referred to as "questions"!

In reply to a post by orbrey:

Unfortunately not something we can raise a problem on,

You've probably got too many questions opened! LOL

Like minds .....

Fair enough, but that does leave customers to guess for themselves.

I would imagine postal complaints are a fairly low percentage these days, which might be why Plusnet has such a system rather than a sensible electronic one.

The OP has four open/active threads in this forum as well . Plus one accidentally hijacked.

Edited by RobertoS (Fri 21-Jun-13 23:20:01)

I get answers on this system, but only returned to customer messages on Plusnet's.

In reply to a post by hk11:

The system itself is confusing as they are referred to as "questions"!

Most technical support people (and systems) refer to them as tickets, but that is a meaningless word to the man in the street.

Probably some plain-english guy got hold of them, and decided that calling them a "question" was a better word.

Unfortunately, it only really works when the customer is actually asking a question. But when he is doing other things, some other word is better placed.

Personally, I mentally morph the word "question" into "ticket", and then silently get on with things. Nit-picking on yet another thread isn't a way to win friends.

In reply to a post by hk11:

I get answers on this system,

Answers, perhaps, but its a shame they're not acted upon much...

In reply to a post by WWWombat:

Most technical support people (and systems) refer to them as tickets, but that is a meaningless word to the man in the street.

Tickets is certainly a better phrase, but I thought the idea was to fit in with Plusnet's system(s) rather than do things the "right" or sensible way?