PUG replaces CSC totally

Is it only a question of time before Plusnet manages to get the volunteers on the PUG to take over support in its entirety? Thus allowing Plusnet to sack all the CSC staff?

Will this be 2 years ahead of any other ISP?


Michael

They could rename it PLUGNET....

I think PUG is a good place for support and community support is also capable of giving more 'real-world' advice than most helpdesks.
What they won't be able to do though is anything that requires account access so I see no grounds for your idea that PUG will take over all support and the CSC staff be made redundant. I assume you got this idea because Liam is becoming a Plusnet employee soon.

In reply to:

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so I see no grounds for your idea that PUG will take over all support and the CSC staff be made redundant.

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Most of the Plusnet administrators run the PUG anyway and these days you see them on the Plusnet forums more than the CSC staff, so it's quite a logical thought.

Until someone pulls the PLUG!

or PUG?

What brought this about?

I am in fact in awe of the people at the PUG because they take their own time to help people and are also trying to get PN to solve the problems, similar to what some of us are also trying to achieve.

Whether it is too little too late is to be seen but I am not sure they deserve the criticism. I know some of them don't like this place but the problem is that a wedge has formed and two groups of "them" and "us" has been created by both sides. I applaud them for the work they do irrespective of the results because they don't do it for any benefit or payment (exception being one member but I don't know the facts behind his case as he has never stated why he did what he did).

All of us should have one aim and that is to make PN provide a service that an ISP should to paying customers and that is it. Whether it is still possible to do so in relation to PN I am not sure anymore. Like I said, there are a few people at PN that are different and even honest to the point of being blunt but I suspect they are not in a position to make the changes happen.

I welcome the PUG but I also urge them to open up their process a bit more and become a little more vocal on behalf of the customers because most see them as doing nothing which is obviously wrong and a big shame. If anyone here could do and spend even half the time they do then they should put their name forward to be asked to join. The PUG members do a thankless task only to get accused by PN and by the customers. Wildmind is a character and I have read his posts and he is extremely vocal and open for instance.

IMO.

I agree, though when you say "I welcome the PUG but I also urge them to open up their process a bit more" do you mean so they're totally transparent?

Yes. This cloak and daggers reminds me too much of the KGB and MI6 stuff.

I can understand that they might not be open all the time because they are tied in to NDAs etc. but one doesn't expect a user-group to be secretive in appearance and the perception is just that even if the truth might be different. Representing a usergorup needs to be open to those very members and if half the stuff goes on behind the scenes then how are its members to judge whether the issues are being dealt with or even progressed to their satisfaction?

How the PUG should operate would need a separate thread and without their involvement it would be pointless.

PS: No, I do not have any inclination to join them, will not and am not positioning myself to be approached by them.

thats what i have been asking for - for weeks!