I thought I would provide feedback on the customer service I received recently regarding 2 issues I had with my broadband connection. The outcome of both issues was resolved which obviously is the desired outcome but I thought perhaps a comment on how it was achieved might be appropriate.
My first experience involved logging a fault via telephone. This experience was very positive – the call was answered quickly and the person on the other end of the phone was both polite and knowledgeable. He provided me with details on what would happen next and informed me that I would be kept up to date – to me communication of activity/updates is an important part of the resolution process. And this is where PN excelled. Updates were regular, informative and provided in a number of ways including text, email, and on the relevant support page! They were provided even when there was nothing to update – whilst this may seem nugatory it removed the guessing game normally attached to problem resolution and customer service. Incredibly I received a visit from an engineer the day after PN stated a visit was required and it was booked for that Saturday morning. Eventually the issue (VP congestion) was resolved after some delay, which was outside of PN control – how do I know this - because of the regular updates I received from PN informing me that they were chasing the issue.
My second experience was down to my own stupidity and this time I thought I would visit the forum to try and establish the source of the problem. Whilst I understand that all faults should be logged via the ‘formal’ method I am also aware that PN staff and senior forum members provide assistance via this channel. Once again the issue was identified, a solution put forward and action taken (thank you Oldjim & Jojo). This, I feel, is an extremely valuable tool which provides customers with a ‘first port of call’ from which initial direction can be given. Whilst regular users may see this as business as usual involving relatively minor issues from my perspective it was invaluable.
So, overall, I am very pleased with the outcome (obviously) and, just as important, the way in which it was achieved. Credit where credit is due PN - well done.
