Hi George,

what would you do to sort things out?

Well that's rather difficult to judge from a distance because no one has the full facts as to who does what and who is responsible for what.

However, my top priority would be to get the customer service not only back to where it used to be but improved further. No matter what goes wrong or what problem a customer may have it is much less of a problem if the customer knows their issue is going to be dealt with quickly and they will be kept informed. This would mean scrapping some of the automated system and it would cost money but money is never wasted when it comes to customer service. In my opinion you can judge the quality of any company by the way they treat their customers. Happy customers = Growth - Unhappy customers = bankruptcy

Well, I have to admit that I've never been privy to your private life so I wouldn't have known about your other skills in life though you have to admit that it doesn't make your opinions on here anymore valuable than anyone elses.

If you want to help a business that is currently in trouble perhaps you should offer your services to Plus.net because I for one don't want to see them going down the pan.

Ironicially I totally agree with you that the PUG should be left the way that it is and I have been saying that throughout this thread though somehow that mesage has kind of got lost in all the other bits and bobs..

"However, my top priority would be to get the customer service not only back to where it used to be but improved further."

Wrong approach. Get the *service* back to how it used to be and support calls will diminish. Then you can work on improving support.

TT

In reply to:

---

This would mean scrapping some of the automated system and it would cost money but money is never wasted when it comes to customer service.

---

This isn`t an option PN are prepared to take according to Ian Wild.

In reply to:

---

In my opinion you can judge the quality of any company by the way they treat their customers. Happy customers = Growth - Unhappy customers = bankruptcy

---

Which way do you see PN heading at the moment?.

Thank you George

In an ideal world, please list me what changes you would like to see made. I am just curious, because i feel both myself and you (as well as others) want the same things, however we are customers and ex customers and that seems to be the stumbling block on here :-(

Which is pretty much what I said here, so we can agree on some things then?

http://bbs.adslguide.org.uk/showthreaded.php?Cat=&Board=plusnet&Number=2636809

It would take a long time to get the services to what they were before, they may even require to lease another central in the meantime to tie things over because the LLU move isn't happening as fast as they had expected it to be.

Dedicating more people to the support would mean that no one has to suffer with constant unanswered questions or long queue times, etc

BTW, what happened to the BT 155Mb (or was it 622Mb?) centrals that came over when Metronet was absorbed? I thought that they had to continue leasing the centrals for a fixed period?

To be honest I don't think there is a lot wrong with the service PlusNet provides in general. Leaving recent problems aside the main problem that I see, as I said before, is the customer service. Any issue for a customer no matter how small magnifies several fold if they can't get that issue solved or they feel they are being ignored.

Strangely enough having said the above some of the problems PlusNet bring on themselves by being too open. I'm not saying this is a bad thing on the contrary it should continue. But were as other ISP's do not inform their customers when things go wrong so keep customers in the dark, PlusNet are always open and honest and admit when things have failed. Because some people are armed with this knowledge it give them amunition to attack the company and often make a mountain out of a mole hill.

"Strangely enough having said the above some of the problems PlusNet bring on themselves by being too open. "

I would argue that they are only now becoming open and honest, and as a result of their decline. This is not an attack, an observation. I feel if they had been more open since the days of the bad boy pipe, they could have avoided this.

"Leaving recent problems aside the main problem that I see, as I said before, is the customer service."

Which they assure us is been worked on as we speak