Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
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05-11-2022 11:34 AM
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I tried to email customer services and received a standard reply from Lisa Hardie saying:
'we don't pick up emails...We prefer electronic 'tickets' to emails'.
But plusnet withdrew their e-ticket service two years ago.
Lisa Hardie is Head of Customer Service, and she doesn't know this and is routinely misinforming customers.
Further, it is absolutely impossible to contact her. What Head of Customer Service is she if she completely hides from customers?
What a joke.
Fixed! Go to the fix.
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 11:42 AM
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@fran1925 That message is a little out of date, but correcting it is considered 'low priority'. The recognised routes for communication with Plusnet are Facebook/Twitter, by phone or via this forum.
Can we help with your problem on here?
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 11:44 AM - edited 05-11-2022 11:45 AM
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As detailed in the complaints procedure, linked below.
https://www.plus.net/help/legal/complaints-code-of-practice/
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.
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 11:46 AM
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Unfortunately, as the OP has given no details, is that the correct route? Appreciate it may be, though.
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 11:49 AM
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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.
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 11:50 AM
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Fair enough, @ITWorks
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 12:05 PM
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Well, PlusNet needs to stop sending out a message that is two years out of date, from the Head of Customer Services of all people:
_________________
Hi,
Thank you for your email. Unfortunately we don't pick up any emails sent to this address. That's because emails can easily be lost, misdirected or even deleted and we think it's better if this doesn't happen.
Depending on your enquiry you may find your answer conveniently online - either from our support pages, or through the Help Assistant.
We prefer electronic 'tickets' to emails, this means that you can always see what updates have been made and check back over previous tickets too.
If you do prefer to contact us by phone you can call our support line on 0800 432 0200 or 0345 140 0200. We're open 365 days a year.
If you're a new customer, and want to know more about Plusnet, you can send us a message from our website (use the sales link at the foot of the page) or call our Sales Team on 0800 432 0080
Kind regards,
Lisa Hardie
Head of Customer Service
_________________
Lisa Hardie it completely unavailable at PlusNet. Her Linked-in account shows she is working for O2, but I cannot contact her there either.
Plusnet: you need to sort out this mess. Don't you find it embarrassing? I would. That'l not do at all.
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 12:08 PM
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Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 12:18 PM
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Yes, I know how to communicate, the only sensible way is by phone.
But you are missing my point. You are routinely sending out an auto email from Lisa Hardie that is two years out of date and is misinforming people and wasting their time. I spent some time looking for your e-ticket system, to eventually discover that is was stopped in 2020.
I want you to correct this auto email. This is my query, Please can you deal with it? And if Lisa Hardie is no-longer with you then that needs to be corrected to.
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 12:22 PM
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So you don't have a real issue? Just trying to find something to complain about.
For your information, neither I nor @ITWorks are PN employees, just long-term customers/Community members with a great deal of experience.
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 12:29 PM
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I'm trying to get PlusNet to fix something that will be confusing and wasting the time of other customers.
Sorry to be so selfless.
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 12:34 PM
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Unless it is account specific, it which case , use the complaints link quoted by @ITWorks , try giving us an idea on here. As I said there is a great deal of experience in the Community, and it is amazing what we can answer.
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 12:53 PM
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Thanks for your help John and all.
Some things can only be sorted by PlusNet. It suits them to have the community provide its customer service!
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 12:55 PM - edited 05-11-2022 12:56 PM
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Moderators Note
This topic has been moved from My Account/Billing to Plusnet Feedback
Moderator and Customer
If this helped - select the Thumb
If it fixed it, help others - select 'This Fixed My Problem'
Re: Does Lisa Hardie exist? Head of Customer Services, who is impossible to contact.
05-11-2022 12:59 PM
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@fran1925 wrote:
Thanks for your help John and all.
Some things can only be sorted by PlusNet. It suits them to have the community provide its customer service!
Such as? Although I am getting a little frustrated with your attitude, I assure you Community members can, and do, solve many issues.
If you give us an idea of the problem, maybe, just maybe, we can help - or at least point you in the right direction.
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