Horrific Trustpilot Reviews
FIXED
Why can't you speak in plain language? What does "open stray order" mean?
There are numerous activities on an order interacting with various supplier systems. Activities such as automated testing, engineering work etc which should all be completed before an order completes on the front-end systems.
In your case one of these activities remained open despite the order showing as completed, which meant that whenever we tried to raise a fault, it was ultimately being rejected, because the order wasn't complete in its entirety.
Our suppliers raised a formwize with a back-end team to close the activity which has now been done, so I have raised the fault and it has successfully made its way to the relevant supplier systems.
If you can reply to your ticket Here with your availability for an engineer visit then post back here once you've done so I'll be happy to get it booked in for you.
Thanks.
@shutter wrote:
Unfortunately, nigel, this problem has been going on for over 8 years now.... I started a thread on SEVENTH of NOVEMBER TWO THOUSAND AND NINE...
( still waiting ........................................................... ) .
I think that's a little unfair, I'd like to show our stats across all channels at this very moment
Current wait times by department
Sales 00:00:00
Retention's 00:00:00
Customer Service 00:05:00
Tech Support 00:05:00
Provisioning 00:13:00
Faults :00:01:00
Twitter posts unanswered 0
Facebook posts unanswered 0
Community responses outstanding 0
Whilst I appreciate that Provisioning is a higher wait than we'd like I don't think it's fair to say things haven't changed since 2009.
Facts often differ from perception.
It is @nigelb and I'm honestly very sorry that you've had to wait that amount of time, these aren't Plusnet "facts", they're simply facts. Feel free to call any of the numbers now and note the time difference between your reply and mine. To suggest there has been no improvement in 8 years is ridiculous.
We're also involved in a very difficult balancing act. On the one hand we want to provide the best service we can so we need lots of good staff on the other we need to keep costs down to be able to offer a competitive price, and right now we have no call queues, so agents unproductive costing money and providing no service or value to our customers, yet at any moment the lines can get busy instantly because of an outage impacting a specific area, or other issues outside of our control.
I honestly do apologise and take responsibility for times when call queues are unacceptable but to suggest we're not working to improve things, and that there hasn't even been marginal successes is unfair and biased.
Edit*
Provisioning now also at 00:00:00 queue time
@JonoH "a little unfair"! ! ! ho ho ho... No, not in the least.... Phone call waiting times are diabolical and have been since my post was started.... you can dig up cherry pick "appropriate" figures to support your case.. ( i.e. "provisioning" ) . but you should be reading the FEEDBACK BOARD to see that they do not stand up to PUBLIC SCRUTINY...
Note.... the "average" time waiting, is an AVERAGE.... of just under 11 minutes.... to get a "minimum" average time that would require only two calls waiting... one waiting for 21 minutes and one waiting for 1 minute...
Presume you have not read the whole of the 10 pages of my thread... ... where "@Chris" repeated over and over again... "Give us time.... and we`ll get there".... 10 years on... and the complaints about waiting time on the phone are still coming in , thick and fast..... so ... is 10 years waiting "a little unfair"...
No need to pursue this on here, as It could get way off topic...
I also don’t think an average wait time of 11 minutes is horrendous, it’s not good by any stretch and more needs to be done but it’s not terrible.
