Changes to Digicare/Complaints & Introducing Customer Relations

[#1]

From a customer point of view it seems to me that most companies these days are reactive not proactive which means they constantly are fighting fires.

[#2]

It feels a  "change of culture" has been put in place since earlier in the year.
Which has an eerie echo to what happened dark days of 2004 -2006.
Hope not.

[#3]

Coincidence or not
PN has gone downhill since the arrival of a certain CEO in December 2013 ?
I am not saying he is to blame, however the timing is suspect to say the least, especially when we were promised feedback from Andy Baker (Ex BT IIRC) (which never emerged)
Looks like Townman's prediction was correct

Quote from: Townman

I cannot see this as good news.  This is another CEO from the BT stable who is therefore not going to rock the boat with other BT divisions (Wholesale and Openreach) who as these forums testify are arguably the largest source of issues being experienced by PN users.  Everything from an ordering system which (apparently) frequently fails to notify PN of failed orders, engineer on show, in adequately skilled contractors to local infrastructure which is well past its best before date. PN needs a CEO with serious commercial gravitas - from outside of the BT group - who is prepared to give those BT divisions the firm kick up the bum which they clearly require. Can we look forward to a public statement on here from the new CEO informing PN's users how he is going to improve user's experience of the services delivered by PN's subcontractors?

[#4]

I can't say I have noticed a deterioration in performance, If I had then I would move to another ISP. 

[#5]

I think some of the supplier issues that Townman addressed remain - although there are various things that are being introduced (like the enhanced engineer visit) which will hopefully improve things.
Plusnet's Support has clearly been overwhelmed with dealing with the increase in end users. I think this is a management mistake - you should ensure you have the correct sized support team available before looking to substantially increase your end user base. Recruiting new support staff after going on a big marketing push for new users was always going to cause problems.
Overall though, I don't think there's been any deterioration in general performance.

[#6]

Generally speaking!
If any Plusnet staff person distinguishes themselves by their abilities in these forums, they are swiftly promoted to a place where they are no longer in contact with customers.

[#7]

Quote from: vilefoxdemonofdoom

......... swiftly promoted to a place where they are no longer in contact with customers.

They cannot all be elevated to CEO - 

[#8]

Quote

If any Plusnet staff person distinguishes themselves by their abilities in these forums, they are swiftly promoted to a place where they are no longer in contact with customers.

ahem, Still here and happy to help. 

[#9]

That's because you've built a fort out of router return bags and are armed with a cricket bat.

[#10]

That actually made me LOL

[#11]

Is it a cricket bat or an ::mand:: "attitude adjuster" ::mand:: (for staff training purposes only)

[#12]

Quote from: avatastic

That's because you've built a fort out of router return bags..

Did someone mention returns bags

[#13]

hahaha!

Quote

That's because you've built a fort out of router return bags and are armed with a cricket bat.

Inside that fort I sit upon a throne made of broken ADSL filters too
Jess is the rightful and worthy holder of the mythical cricket bat (or "motivational aid") now.

[#14]

"mythical"?
Do you mean the GM Maestro has got lost? There used to be a photo of the actual bat on the community blog.

[#15]

It certainly hasn't been lost! I had it by my desk for many a year, it now resides with Jess.