Eh up, we're on telly!
Barrytrcy,
There's several members of staff on here daily. If you have a look at these threads I think we've been pretty good at responding to you and supporting you:
http://community.plus.net/forum/index.php/topic,89601.16.html
http://community.plus.net/forum/index.php/topic,89935.0.html
Just to respond to the other points you made:
This all depends on what you want from a service and we are pledging to be the cheapest standalone broadband provider.
Using our hardware is optional and we are looking at alternatives at the moment.
We're focussing on keeping the quality of support up to standards as best we can at the moment, please also bear in mind that whereas this forum is a channel for support, its not the main one. In the first instance we'd always advise calling our support teams or raising a ticket.
Adam
There's several members of staff on here daily. If you have a look at these threads I think we've been pretty good at responding to you and supporting you:
http://community.plus.net/forum/index.php/topic,89601.16.html
http://community.plus.net/forum/index.php/topic,89935.0.html
Just to respond to the other points you made:
Quote 1. Plusnet broadband isn't great, value for money is pretty pathetic.
This all depends on what you want from a service and we are pledging to be the cheapest standalone broadband provider.
Quote 2. The cheap routers supplied by plusnet are the worst I have ever used.
Using our hardware is optional and we are looking at alternatives at the moment.
Quote 3. Customer service could be and should be a lot better, it's ok at the moment but more help is needed. Threads build up and others get left in the que.
We're focussing on keeping the quality of support up to standards as best we can at the moment, please also bear in mind that whereas this forum is a channel for support, its not the main one. In the first instance we'd always advise calling our support teams or raising a ticket.
Adam
The adverts are great, I'm sure they're a great campaign
But could I suggest something for the next adverts (if you're planning on more)?
Right now, the adverts are centering on two things:- it's a Yorkshire company, therefore trustworthy, and it's low-priced
They're great, no doubt, but focusing on its low price immediately flags up warning bells about low service quality, awful customer service; and the "Yorkshireman's word" aspect of it I thought was maybe slightly overdone...
For the next adverts, perhaps something noting your award customer service, quotes from customers about your great service quality, and maybe a few seconds about your phone packages - the 'Anytime' home phone package is one of the best on the market right now, yet it was completely left out of your current adverts.
The cheesiness was fine, but there were a couple of things that took up time where the guy could be talking more about PlusNet, rather than throwing an explosive at a statue of a dog (I'd say the vast majority of the audience had no idea what that dog is, unless it's somehow well-known in England...)
PlusNet has so many great selling points, yet only one was touched on in that advert - would it not be a more effective campaign to mention more factors?
Just my honest 2p
But could I suggest something for the next adverts (if you're planning on more)?
Right now, the adverts are centering on two things:- it's a Yorkshire company, therefore trustworthy, and it's low-priced
They're great, no doubt, but focusing on its low price immediately flags up warning bells about low service quality, awful customer service; and the "Yorkshireman's word" aspect of it I thought was maybe slightly overdone...
For the next adverts, perhaps something noting your award customer service, quotes from customers about your great service quality, and maybe a few seconds about your phone packages - the 'Anytime' home phone package is one of the best on the market right now, yet it was completely left out of your current adverts.
The cheesiness was fine, but there were a couple of things that took up time where the guy could be talking more about PlusNet, rather than throwing an explosive at a statue of a dog (I'd say the vast majority of the audience had no idea what that dog is, unless it's somehow well-known in England...)
PlusNet has so many great selling points, yet only one was touched on in that advert - would it not be a more effective campaign to mention more factors?
Just my honest 2p
Thanks BrianE,
There's some very good and pertinent points you've raised there. I'll bring this to the attention of the relevant people at this end.
I personally agree that we should play to our strengths and our values.
Adam.
There's some very good and pertinent points you've raised there. I'll bring this to the attention of the relevant people at this end.
I personally agree that we should play to our strengths and our values.
Adam.
Two second adverts then 
Quote from: Be3G I suspect these ads might not to down too well with some of the forum community, for well known reasons…
They didn't.
Quote from: Be3G I think quite a few people would have preferred the money being spent on advertising to have been spent on, say, support instead.
Quite!
Everybody is so deliriously happy with the Plusnet service that today we learn that because of the long waiting times on the cancellations line
Quote from: Matt It's worth noting that sales agents are being trained to take COT calls from the end of the week, and we're recruiting for more agents in that team.
I'm suggesting that when it was apparent that the support teams were not coping there should have been a reining back on the advertising until such time as support improved.
We're seeing far too many interventions from Digital Care where people are not getting timely responses to faults and far too many apologies where agents have got things wrong.
We're seeing far too many interventions from Digital Care where people are not getting timely responses to faults and far too many apologies where agents have got things wrong.
Quote but I suspect that's more because the reputation of the forum is growing than that there's more of these issues to be fixing.
Not to mention the increase in customers brought on by the advertising for the last 12-18 months.
Also with the higher user base on the forums - most of whom have probably referred someone, you'd expect more people to come here..
Quote 'm suggesting that when it was apparent that the support teams were not coping there should have been a reining back on the advertising until such time as support improved.
While i am 100% with you on that one jelv, it doesnt make good business sense to take the 'foot off the gas' when your accruing new customers - particularly if the 'churn' means your gaining more than your losing.
