> Voice of the Customer...are these people for real?

I think PN made a huge mistake in picking this name because as it has been said it 'sounds' so made up. It's perfect for an internal name for such a team to help focus attention on customers, and I would suggest everyone considers it as such and just calls it VoTC without thinking anything else in public.

Whilst I think the name was a mistake I am more interested to see the outcome.. they could be called Little Red Riding Hood and the Seven Dwarves.. it's whether they will do their job well that counts... Let's not let the name divert attention from the real issue which they are (supposedly) trying to address.


seb

i would have just left it as VoTc like you say, as it sounds so corny.

As long as the team produces the results tho however this should not be an issue. The quoted time frame for this turn around is "within 2 weeks" which can only be a good thing for present and prospective customers.

So 14 days as from bank holiday monday we can pass comment


edited: spelling

Edited by soundsystem (Sat 26-Aug-06 01:38:03)

I don't see how this will affect PN... If you have a contractual commitment to pay them for something they can simply sue you/send in the debt colllectors.
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Outgoing customers who contest the amount owed will be delighted to let PN do the legwork to prove that it is a legitimate debt. That's a complete turnaround of the current scenario which puts the onus on David to take Goliath to court -- and as PlusNet will be all too well aware, only a tiny minority of those who feel that they have been over-charged ever bother to do so.

The 5-year tie-in via deferred payments for activation/modems is also being stopped by Ofcom. You only have to see what proportion of PN's T&Cs is devoted to the "free" modem offer to realise that it's a vital plank of their business strategy.... which in a nutshell is "Get 'Em In and Lock 'Em Up".

I'm certain that PN will be very substantially affected by the proposed new regulations.

Simon

> Outgoing customers who contest the amount owed will be delighted to let PN do the legwork
> to prove that it is a legitimate debt.

Ok... fair enough.. it will have some impact.

> That's a complete turnaround of the current scenario which puts the onus on David to take
> Goliath to court

Taking large companies to court is really not difficult.. I appreciate you've said before this is the perception and maybe that's something we need to address on the main site... i.e. internal complaint, ADR systems, court, etc.

> only a tiny minority of those who feel that they have been over-charged ever bother to do so.

Many people are all talk until it comes to the first solicitors letter at which point the buckle and do anything they are asked of including paying money.. I'm not sure if it's going to quite be as "I want my day in court" as you suggest... but yes it may change a bit. The ADR process should be even simpler in some ways. ISPA is pushing its members quite hard to get onto CISAS if they're not already members of OTELO..

> The 5-year tie-in via deferred payments for activation/modems is also being stopped by Ofcom.

I was discussing the MAC issue really.. I'm in two minds about defereed payments.. effectively what PN are saying is "we'll help you spready the setup cost".. but then again if this is compared to a bank loan you should be able to change provider and transfer the loan portion to them.. just like moving a mortgage


seb

" So 14 days as from bank holiday monday we can pass comment "


I will not be holding my breath, presuming that you refer to this next Bank Holiday Monday (28/08/2006) of course...

You are right in that most people will pay up after being sent letter upon letter by a debt collection agency or threats of legal action rather than argue or defend a small claim irrespective of merit.

PR100 is also right in that the biggest difference will be the ability to migrate away first instead of having to argue while being unhappy with their ISP. Once they are on a new connection with a new ISP people can have a working Internet connection and deal with any outstanding charge claims with a cooler mind rather than being forced to pay just to move since it is tantamount to blackmail on the current system.

I do think that the idea for complaint resolution and steps should be posted on the front page to help all customers and there should be a sticky in this forum too with detailed steps about PN's complaint handling procedures and external means of achieving resolution. I would be happy to write one if you wanted me to do so but I think you are more than capable of doing the same if you are so inclined or have time.

> I do think that the idea for complaint resolution and steps should be posted on the front page to help all customers

Mostly written already

seb

Sounds to me like some radical polittical party "Voice of the people"

On no lets have at least one forum that the attack mob can't ruin. Why in Gods name would you want non users on a users forum, makes no sense at all?

> Sounds to me like some radical polittical party "Voice of the people"

Well I guess I'm off the peerages list then

seb