** System Generated ** messages ?

Hello,

I have had an ongoing query regading my connection speed within the Plusnet portal, I responded to the Plusnet agents last post at 5:00pm on Saturday 19th August however I noticed today tha the question was closed with a message timed at 3:45pm on Monday 21st August 2006 that said:

** System Generated **
Your support query has been closed due to an extended period of inactivity. If you believe this to be in error please accept our apologies and re-raise your issue.

1/ Two days is clearly not an extended period of inactivity.
2/ The ball was in Plusnet's court, they should have answered rather than close the message so it clearly was an error.

Has anyone else experienced this?



Regards.

Yep, I had exactly the same thing happen. Last post by me was on the 19th, by the 21st was closed.

I immediately raised another ticket asking them why they had closed the first when they had not answered my query. Only to have that (New Ticket) closed by an agent.

I suppose this is one way for Plusnet to keep their response rate up! LOL! That and hiding the 'Contact Us' button.

Yes I've had the same - three tickets have been closed, when they were all waiting for PlusNet to respond to them. I'm really not a happy chappy right now.

It's not good enough, and I've posted about it asking for the tickets to be immediately re-opened, on the PUG forums. I doubt they will be, but lets see.

Closing tickets instead of replying to them is an old ebuyer.com chestnut. Really helps to chomp through the backlog it does.

Ya know, after reading soundsystems post regarding his phonecall with Ian wilde a couple of weeks ago, I really hoped pussnet would be starting to turn around and show customers how much they value them. since then however things have gotten even worse. I'm at a complete loss how a company can make so many cockups week on week, they just seem to keep happening.

Its obvious whilst some employee's of the company wield the staff of eternal optimism, it needs dipping in an enchanted well, because no matter how much good sentiment these staff have they can't possibly stop the sinking ship from going down.

I've had it before, as well.

In subsequent dialogue with Plusnet, they argued it had been my turn to action the ticket.

However, I still maintain (which they have never answered) that the ticket status was: "Awaiting support team response" at the time it was closed. What's more, my fault had been escalated to BT at the time, so I don't see what further action I could have taken, even if I'd thought I was supposed to.

T.

It does seem like a stupid way of generating more ticket traffic because anyone with an outstanding issue is certainly going to be re-raising the issue in order to get it sorted out.. and it's going to grate the subscriber even more becuase they weren't expecting the tickets to be closed before an agreed resolution was reached.

I think that 2 days is woefully inadequate for saying that a ticket is inactive because some things which are out of Plus.net's control are going to take longer than 2 working days to sort out with the third party.

Maybe this was what the Comms guys were talking about when finally getting on top of their ticket backlog?

Mine was admittedly open a lot longer than 2 days, before it automatically closed.

But in some ways, that's worse.

If you've had the ticket open for a week or two, and you just assume something is being done about it and you'll hear back soon, it's doubly infuriating to find it closed without a resolution.

T.

Think I menioned this in another thread, but I made a point of actioning the ticket every 10-13 days. Only really happened the once, on the 1Meg to 2 Meg upgrades.

I actioned a ticket after about 12 days waiting for a MinusNet response just to make sure that it didn't get killed off. I got a sniffy reply that it was waiting for internal action and nothing was needed on my part. A few days later it was closed. Shower of ***s

Whebever you raise a ticket post a response to it every day saying "bump"

That ought to keep it open

Or better still start using the support tickets to write your daily blog

Think about the PlusNet agent who finally gets to read it in 2 weeks time.

Edited by UKSMS (Thu 24-Aug-06 10:00:36)