Constructive posting
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Re: Constructive posting
10-05-2013 2:17 PM
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But I do have standards on how our complaints should be handled, as I say, regardless of how the complaint is composed.
Re: Constructive posting
10-05-2013 3:46 PM
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I have very little time personally for poor manners regardless of the reason and especially when it's just a rant with no explanation of what the problems is.
I admire the faults team and how they manage the complaints BUT there would also be a difference between how I behaved towards the complainees if it were my job too. Still, I take my hat off [or would if I had one] to them for keeping their cool in some very difficult situations.
Re: Constructive posting
10-05-2013 3:54 PM
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Where it's a complaint ticket or letter (or something else) that has gone direct to you, no matter how it is expressed you will treat it the same.
If someone posts on a public forum they have to understand that it isn't a private conversation with Plusnet. In any case, most likely their intention is to try to warn other people off using Plusnet services. If they've gone totally overboard there will be responses negating what they've said which may inflame the situation. We've highlighted a couple of recent topics where people have posted appropriately, there's been nobody disagreeing and much sympathy for the OP over the situation they've found themselves in. What I think I'm saying is that sometimes people need protecting from themselves.
I've been toying with a really off the wall idea - but I'm not sure if it could be made to work. What about if when there's an OTT rant which is going to provoke unhelpful responses the moderators temporarily moved the topic to a forum board only visible to Plusnet staff and the moderators? Plusnet would be able to pick up the problem and deal with it. The moderators could let the user know why it's been hidden (maybe leave a stub topic explaining what's been done) and invite them to revise the post. The problem is the OP wouldn't be able to view or edit the post. If they want it to stand as is then it's moved back and the OP has to take the consequences of the responses whatever they may be.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Constructive posting
10-05-2013 3:56 PM
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Quote from: jelv I've been toying with a really off the wall idea - but I'm not sure if it could be made to work. What about if when there's an OTT rant which is going to provoke unhelpful responses the moderators temporarily moved the topic to a forum board only visible to Plusnet staff and the moderators? Plusnet would be able to pick up the problem and deal with it. The moderators could let the user know why it's been hidden (maybe leave a stub topic explaining what's been done) and invite them to revise the post. The problem is the OP wouldn't be able to view or edit the post. If they want it to stand as is then it's moved back and the OP has to take the consequences of the responses whatever they may be.
Isn't that like raising a ticket?
Re: Constructive posting
10-05-2013 4:08 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Constructive posting
10-05-2013 4:46 PM
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Re: Constructive posting
10-05-2013 4:48 PM
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If you want to communicate with Plusnet, raise a ticket and we will respond. A major point about these forums is that they are open and anyone can see them. I think you (John) are trying to fix something that isn't a problem (in my eyes).
Re: Constructive posting
10-05-2013 5:12 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Constructive posting
10-05-2013 5:18 PM
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Re: Constructive posting
10-05-2013 5:20 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Constructive posting
11-05-2013 8:11 AM
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Quote from: James Isn't that like raising a ticket?
James,
I rather guess that it is in part, however the question which often comes to mind when I read the rants devoid of detail or facts is "Has this user raised a support ticket through the proper support process, which PN has then FAILED to adequately reply to?". If the answer is "No!" then I'm left questioning the real purpose of ranting on here rather than politely asking for help and / or following the appropriate support route. If process has not been followed "its all just bad, I do not want to engage with process, I just want to shout" then the motives need to be challenged.
Quote from: James But I do have standards on how our complaints should be handled, as I say, regardless of how the complaint is composed.
Whilst I do admire the professionalisim of your team in ignoring the tone (for want of a better word) of the post, it does have to be remembered that it is PN's staff's responsibility to deal with those issues which only PN can fix, whilst the help given here by many kind and commited forum members is a gift which posters should respect. I agree strongly with Jelv - posts on here are not a private communications with PN - that's what the ticket system provides. This is a public forum within which one has a reasonable expectation that posters will behave in a reasonable manner, especially when seeking help for their woes.
Kevin
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Constructive posting
13-05-2013 2:05 PM
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While I do appreciate what jelv says in his opening post, it's Razer's point of view that seems to nail it. Angry people are angry, and don't see or think clearly. It's much (much!) better to let them get it out in a rant, then let them see the next reply as an apology and a question as to what went wrong. Someone is taking an interest, and ignoring the rage.
In all honesty a thread that starts with ragey posts, instantly turns helpful and then resolves an issue looks utterly awesome to someone scanning forums to see what an ISP is like. Oh, look, this started horrid but the reps replied straight away and two days later they were happy and saying they were going to recommend.
Bit better than seeing a rant then a flurry of posts pointing out that rants are pointless and don't help anyone - that just looks like we have an incredibly unwelcoming community who (to the outsider) may well be in the ISPs pocket, or even ISP staff.
Jelv, I do agree that your post is useful and contains some very good points. However I don't think anyone angry enough to rant will take it any better than a post saying 'your broadband's broken? that's a shame, mine works perfectly' is if they're still wound up.
If ranty posts annoy you, leave them for us and jump in when things have calmed down (or if you see us saying something you feel is wrong :D)
Again, just my two pence worth, but if you take one thing from this please take the following: Put yourself in the ranter's shoes before responding to them. You've been angry with companies before. Give them a chance.
Thank you.
Re: Constructive posting
13-05-2013 4:26 PM
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Quote You've been angry with companies before. Give them a chance.
In the past I most certainly have been angry with companies. I have also learned from experience that I elicit the most positive & helpful response by being firm but polite. I firmly believe that the majority of human beings respond far better to a smile than to abuse, even the excellent support staff at Plusnet!
(This is the honest opinion of a battle worn OAP.)
Re: Constructive posting
13-05-2013 4:52 PM
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