@CHRIS.... Employ MORE people to answer the phones
Quote from: jafreer The only point of reference the customer has is what was said, so that cannot be ignored. I think we all know that Chris is not personally responsible for any of this, and he was effectively the messenger. However, in the absence of anyone further up the management chain commenting on this, Chris's comments is all we have to go on.
It is no different than everyone asking Matthew Wheeler for an update on the peak time slowdowns in the other thread. We all know he is not personally responsible for fixing the issue, but since he was the messenger, everyone is asking him for an update.
That is obviously true, but it's the way that one or two posts in the thread (not just shutter's) have been phrased that is sometimes a problem. The same applied in the capacity thread w.r.t. Matthew.
Let me be clear, I otherwise do not disagree with shutter's stance. But as I said earlier
Quote from: Anotherone Plusnet could have expanded it's customer base in a slightly different way without this significant drop in Service Standards, yet they have chosen to completely ignore most of the sensible advise they have been given in the last couple of years from highly experienced Qualified Engineers and IT people. But as long as they have sufficient customers tied to contracts, the bean counters won't be the slightest bit concerned.
Employing more CSC staff is only dealing with a symptom of the problem, they need to deal with the disease itself - the cause of the majority of reasons people need CSC support, issues well covered in this forum.
Quote from: Estragon ......................... the CEO in post since December 2013 is determined to change the whole company. That's where Chris and all the Digital Care Team were before it was disbanded.
Chris, and possibly others in the replacement and very differently focussed Customer Relations Team, may have reported to their immediate line manager some of the points you have made. They probably haven't, as sufficient such reports will have been made several times about similar complaints over the last few months. They will have been told to shut up and get on with their job of PR, and not to get into discussions with people who are making a noise about something that isn't going to change.
Any peep from any of them that isn't in line with the instructions they have clearly been given relatively recently would almost certainly result in a formal warning. A first step towards dismissal.
Do you want him or any of them sacked? I hope not. So if you want to complain so bitterly, start sending emails to Andy Baker or even Gavin Patterson. You may get one courteous reply from each. Possibly two. But I doubt if anything will change because of what you, I, or anyone else on these forums says.
Maybe I'm wrong, and you might influence them. But they are the only two people who can change things, because it is they who have set the policy.
Totally agree with you, but I think you could add Sarah Pepworth, head of marketing at Plusnet to the list.
Covered that 
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Quote from: Estragon There will be many more unhappy customers, who read these posts to see if others are having the problems they do. But they will only count each of us once in their opinion-testing if they detect we are simply going on and on endlessly about one thing. In the end they will ignore that poster (in any thread they see them) in the same way as Plusnet do.
Some posters make reasoned comments and/or complaints, and may follow them up. I hope I am one. The many unhappy non-posters will pay far more attention to them than to ranters.
Just emphasising the point, must make these things stand out 
