How long to answer a ticket?

How long does it take Plusnet to answer a ticket these days? I openend one yesterday morning after waiting for a new modem for over a week and it said that a CS rep would answer in about 24hrs, 26mins and 15 secs (very precise!!). Anyway, this hasn't happened and I'm now without an internet connection as the modem I was borrowing has returned to its owner!

Can anyone take a look at ticket 39208813 please?

Thanks

It probably said that the average response time was 24hrs, 26mins and 15 secs

Hmmm possibly - it's now 29hrs later though so I'm hoping someone can take a look soon?

Edited by WelshWArrior (Tue 25-Jan-11 11:14:21)

I put my opening ticket in at 5:14pm on Sunday and got a reply shortly afterwards at 5:50pm

I replied to that comment at 6:35pm and have had no further communication since from CS

There is definitely targets to be met for replies to an opening ticket/comment but after that who knows what

People rightly or wrongly expect better CS when it is UK based.

In reply to a post by WelshWArrior:

How long does it take Plusnet to answer a ticket these days?
Can anyone take a look at ticket 39208813 please?

Have you tried asking here?

Hi Dennis - was about to but Mand has sorted it for me

That's good

..... thanks to the efforts of James (Bailey), Plusnet Complaints, Training & Customer Satisfaction Manager

In reply to a post by Apprentice:

Training & Customer Satisfaction Manager

I hope you are Alastair

In reply to a post by reserved:

In reply to a post by Apprentice:

Training & Customer Satisfaction Manager

I hope you are Alastair

It's good to know you're not too reserved after all Dennis