Plusnet not answering a customers ticket

Why do Plusnet not bother answering a customers tickets,
I requested to sign up to plusnet phone line
but all my tickets have been unanswered.
I have now taken out a phone line contract with somone else.
Welldone plusnet your ignorence has lost you a customer.

Hi there,

I'm sorry to hear you've had problems getting in touch with us.

I appreciate you've solved the issue now by going elsewhere but if you could provide a ticket number or username I'd like to look into this to ensure it doesn't happen again.

Sales & Orders | ID: 28538677

I will be reviewing my broadband account next as I will be moving to
a more supportive company who values there customers.

Edited by irc111 (Tue 21-Apr-09 23:11:53)

Hello,

Sorry about the lack of answer to the ticket.

The problem was the offer described was closed in late November I believe (this is stated in the support article for the offer, before you submit the ticket) and as such the ticket pool is no longer monitored.

Sorry for the hassle,

Edited by deleted (Wed 22-Apr-09 10:05:25)

Then kill the link
https://portal.plus.net/wizard/index.html?Ea82ChdSAq...
If a customer searches in google for a telephone deal the link above is still active.
As for not answering my ticket plusnet have shown there lack of care to customers,
I will be moving my broadband next to an isp that cares about its customers.

I raised a problem to get the link removed from the trials and the fix is being tested on our gamma platform now.

As for the lack of answer to the ticket, this is because the trial has ended and we thought (evidently incorrectly) that all the links to the trial had been removed. As such the ticket pool is not actively monitored any more. I don't think this shows a lack of customer care and it would be a shame to see you leave over this, would there be anything we can do to persuade you to change your mind?

The trials wizard content has now been removed, sorry for the hassle.

In reply to a post by orbrey:

I raised a problem to get the link removed from the trials and the fix is being tested on our gamma platform now.

As for the lack of answer to the ticket, this is because the trial has ended and we thought (evidently incorrectly) that all the links to the trial had been removed. As such the ticket pool is not actively monitored any more. I don't think this shows a lack of customer care and it would be a shame to see you leave over this, would there be anything we can do to persuade you to change your mind?

Maybe a free month BB access would help persuade me to change my mind.

Maybe a free month BB access would help persuade me to change my mind.

Personally I'd have started by asking what was on offer

One thing to check is if there are any terms or contract changes for accepting any offer. Sometimes you might get offered a cheaper connection but get tied into a long term contract.

You should not really have tickets in your system that can be a) stuck in pools that are not monitored and b) do not flag themselves when they languish for n-hours/days.

What you described is a very weak process. CS should be driven and guided by the tickets having tickets that can (as it were) disappear behind a filing cabinet is not good process engineering or system design.

After all if tickets were generated on paper, an OPEN ticket would not be invisible and I'd argue that an electronic system ought to be better than a paper one by maintaining a certain democracy and sequence to tickets.

Its like the issues over: wrong vat displayed, wrong topup email details, etc.