Can not transfer JLB TO PN? - Shocking Service

[#1]

I can certainly get that arranged but it's likely to be Monday as I'd prefer to make sure everything is progressing correctly.

[#2]

Yes that's fine Matthew,  I feel a call to the customer will help start to turn the very negative experience so far, into a more positive one. Thank you for your time on this so far
Kind regards
Mike

[#3]

Quote from: Matthew

I can certainly get that arranged but it's likely to be Monday as I'd prefer to make sure everything is progressing correctly.

Hi Matthew , is everything still progressing okay with this customers order ? , i am hoping they will still be called today, as i have told them ( gave them an update Friday evening ) someone from PN will be ringing  today ( if not already)
Kind regards
Mike

[#4]

We're having a few issues.
We may have to give them a temporary number then renumber the line back to the old one.

[#5]

What issue are these? how come the was not picked up at the point of order ? , the customer is not going to expect any kind of number change even if temporary , have they been called ?
I have just spoken to the customer ( no call from PN) , as you can imagine they are not impressed and if there is going to be a number change,even if temporary, they want the order cancelled .
Can you please ring me regarding this
 
Kind Regards
Mike

[#6]

Matthew , just what is going on wit this order

Quote from: Matthew

I can certainly get that arranged but it's likely to be Monday as I'd prefer to make sure everything is progressing correctly.

So no call for the customer yesterday , why?
I see there is no update regarding an open ticket since the 24th November, i would have expected an open ticket which explained the order had been cancelled and resubmitted correctly , and this ticket information sent to the customer, to keep them informed but no nothing.
The last time  anything was done on this account , is a closed ticket at 10:32am on the 27th November, which i assume is an order been resubmitted .
The last information from PN the customer received , was an email on the 26th saying their PN order had been cancelled , and one to the affect to the JL account .
This whole process is a complete mess  ! , i must have spent around 5 to 6 working hours on this , and still not sorted!, it ridiculous , and as the customer described PN "shambolic"
Throughout , this order , has been broken promises of call backs, plenty of misinformation from poorly trained  staff, staff  putting wrong type of order through, been told by staff it is all sorted, and this is before i came to the forum. Just what is a customer to do , to get any type of consistent and correct support !!!
I am still waiting to hear back ( i have  PMed my numbers) , it seems almost impossible to get a call back these days.
It gives the impression that nobody at PN cares about the customer . PN you have created this entire mess, but trying to get it corrected, no one seems interested

As i am sure you can appreciate i am very very frustrated  as is the customer.
Kind regards
Mike

[#7]

Do PN not understand communication , maybe this will help

Quote

the imparting or exchanging of information by speaking, writing, or using some other medium.

Trying to get any type of informative help from this company is impossible, is anybody going to get back to me  with any meaning full information.
It seems anything that is slightly  difficult on the forum , PN just ignore , i am sick to death of trying to get help with this issue that has been fully created by PN ,and getting no meaningful response , it rude and unprofessional .
If nobody  has the courtesy  to get back to me very soon this move to PN is going to be cancelled, you can not even be bothered to keep the customer updated , as you leave me no choice, as clearly a willingness to help resolve this is lacking !!
Mike

[#8]

Sorry for the delayed response.
The issue should be sorted now and I'll be calling the customer shortly.

[#9]

Hi Matthew
When you say sorted , i assume the order with move over, with out the need of a telephone number change at all?
Do you have a move date?
I assume all the the necessary details will be documented on a ticket ?
I am pleased for the customer that all appears to be sorted. I am not at all pleased the way it has been handled,  informative communication very lacking , having said that i appreciate your help in resolving this, although the amount of work hours i have had to put in to this to get the issue resolved should not have been needed.
In 10 years of dealing with PN and associated brands , this has by far the worst customer move i have ever dealt with, and will now think long and hard before moving and renewing clients with PN
Kind Regards
Mike

[#10]

How many clients do you look after?