Plusnet and 90 day guarantee

Hi there,

I was wondering if anyone else had had problems with plusnet honouring the terms of their 90 day guarantee?

I moved from Zen to Plusnet about 2 months ago and made sure that I opted into the guarantee by ticking the box, I know for a fact that I ticked the box as I was nervous about moving from an isp like Zen.

Anyway, after 2 months I have decided to move back to Zen and now plusnet claim that I didn't opt in to the guarantee which I know I did - anyway, they can keep the money to be honest, the fact that they seem to operate like this reassures me that I am doing the right thing moving away, I just wondered whether this was common practice for them?

Anyone else had this?

They have always been like this: easy to join and hard to leave.

In reply to a post by bunter12345:

Anyone else had this?

Yes. Trying to leave under the 90 day no risk guarantee has been a nightmare - I asked to get out after just a month of the trial after realising things weren't as anticipated. They tried to delay my MAC till I would agree to speak to someone who could offer me new exciting products to make me stay! Then they at first denied I was on the trial, and only "gave in" when I was able to show them I had it in writing from them, then tried to still charge me exit charges and threatened legal action as I refused to accept the charges.

Only escalation got me out of it in one piece - though the raised blood pressure may take some time to recover from.

Worst ever customer services I've ever met.

Yes. Trying to leave under the 90 day no risk guarantee has been a nightmare - I asked to get out after just a month of the trial after realising things weren't as anticipated. They tried to delay my MAC till I would agree to speak to someone who could offer me new exciting products to make me stay! Then they at first denied I was on the trial, and only "gave in" when I was able to show them I had it in writing from them, then tried to still charge me exit charges and threatened legal action as I refused to accept the charges.

Only escalation got me out of it in one piece - though the raised blood pressure may take some time to recover from.

Worst ever customer services I've ever met.
-----
Any moment now, a PlusNet damage limiter will pop up here to pretend that this was a one-off agent error and to promise "re-education". They eventually let you go but the front line agents are obviously trained to lie and do anything it takes to stop customers exercising their right to leave.

Anyone who ties themselves in to this lot for 12 or 18 months must be a masochist.

Simon

.........They eventually let you go but the front line agents are obviously trained to lie and do anything it takes to stop customers exercising their right to leave............

Oh dear!....here we go with the conspiracy theory again. People on the front line "trained to lie", "do anything it takes to stop customers exercising their right to leave"...... you do have a high opinion of your fellow humans. You do imply that people are turned to the "Dark Side" when they join this organisation.

I don't think it at all reasonable to make such a sweeping statement which is an insult to honest hard working staff on so little evidence, not that you would acknowledge any work for this company going on this and past postings. Still has the ring of an evil empire to me. 'Tis just an ISP you know, no more no less.

Your slip is showing again methinks.

In reply to a post by Sadoldman:

.........They eventually let you go but the front line agents are obviously trained to lie and do anything it takes to stop customers exercising their right to leave............

Oh dear!....here we go with the conspiracy theory again.

No conspiracy theory; as I said, they have always been like this.

Hi there,

If you want to give me some details from your account via PM (username or a ticket ID) I'll take a look and see if I can sort this out for you.

In reply to a post by Sadoldman:

Oh dear!....here we go with the conspiracy theory again. People on the front line "trained to lie", "do anything it takes to stop customers exercising their right to leave"...... I don't think it at all reasonable to make such a sweeping statement which is an insult to honest hard working staff on so little evidence,

From my experience I can confirm the initial attitude of the staff was to try and deny I was taking part in the 90 day trial, as in "there's nothing I can see about you being on the trial". Only when I was able to show them I had separate written confirmation of my trial did they "give in" on that.

I discovered that recently Plusnet pulled this trial - and have removed any mention of it from their main website. Anyone currently on the trial and deciding to leave will have difficulty locating the terms and conditions. During my conversations with the "front line" (prior to escalating the matter), they would refer to the "conditions of the offer" to reinforce what they were (wrongly) saying, and when I argued the conditions didn't actually say what they claimed they said, I was questioned on how I knew what was in the offer conditions, and they were stumped to learn I had saved a copy at the time of my sign up!

Regarding "lies" - I have discovered on the tickets system that phone conversations have been written up "incorrectly". After pointing out the innacurracies and asking for either a correction or a transcript of the conversation the reply ignored the complaint about the innacuracy and refused to supply a transcript.

So either keep verbatim notes or record your conversations if they are of a "contractual" nature!

Edited by OES (Mon 09-Mar-09 10:21:13)

Any moment now, a PlusNet damage limiter will pop up here

Interesting who it was.

In reply to a post by BatBoy:

They have always been like this: easy to join and hard to leave.

What is exceedingly obvious is that the Customer Service often commented favourably on by some posters is frequently far from being demonstrated. In fact quite the opposite.

If CS is good, why are there so many complaints on this forum dealt with by ChrisParr and Mand_Beckett? PM them and they will look into it!!!

Why is that necessary so frequently?