I ve paid for my internet package on the 26th of November and still waiting...
Unfortunately this is true....and after reading the letter i ve sent to Plusnet on the 7th of january, remember that the story has not ended..last week an engineer did not show up, called, and i was told that i should pay plus 50 pounds....please read carefully the letter i sent and that still has no answer, and obviously i did not get any phone call, email from Plusnet. Enjoy!
P.s. I ve paid for my internet package on the 26th of November and still i dont have internet at home
To whom it may concern,
We all have been, and will be, customers in all kind of services, and we all had our bad experiences as customers. What im about to tell you is the most incredible customer service I have ever seen in my life, and only humour had saved me from a heart attack, well, maybe Xmas mood helped as well.
The story starts on the 26th of November 2013, the day I had decided becoming a Plusnet customer, paying my broadband services package. The end of the story, still nobody knows…but meanwhile…
I was told at the time that I would need an engineer to install a phone line, so I paid something like 49, 99 pounds. Mainly because I did not have any phone to plug in (how many people do you think have a phone to plug in and check the nr?) to check a hypothetical phone nr. There was some kind of socket ( BT Open reach) but since there was no indication of any phone line on your computers and because I was urgently needing internet, I demanded and paid for an engineer to solve the problem.
One week later I got an email and sms saying that a router had been sent by mail and that I would have my net service working on the 16th of December. I then asked when would the engineer go to my place since I hadn’t had any confirmation.
We are on the 16th of December and I got an email and sms saying that no engineer is in fact needed. Obviously, I asked for my money back. Can you guess the answer? Sure, you will be refunded!
3 minutes(!) later I got an email asking me again to plug in a phone and check if there is a phone nr.
And then, another one saying that in fact, I will need an engineer and that phone line will be installed on the 9th of January 2014! I am more and less counting 43 days since I made my first payment.
To be honest, at this time I did not know what to answer…
I demanded a discount on the services after all this mess and I was told that I should call Plusnet to discuss this…..Jesus, does anyone know anything about custom services at Plusnet? After what happened you still think it’s the customer who should call you? Well, at least I am writing you a letter. But, wait, not over yet!
Today is the 18/12/13 and I just got a phone call from a BT engineer saying he is at my door to install a phone line. Poor guy, it’s freezing outside and I am miles away at the office and unable to open the door.
Merry Xmas, Plusnet!
P.s. If you think you should check my account and all these magnificent stories, my user name is cnvieira, my pass is ....., and my phone nr is <removed>
jim:green Phone number removed but noted for staff mod:end
P.s. I ve paid for my internet package on the 26th of November and still i dont have internet at home
To whom it may concern,
We all have been, and will be, customers in all kind of services, and we all had our bad experiences as customers. What im about to tell you is the most incredible customer service I have ever seen in my life, and only humour had saved me from a heart attack, well, maybe Xmas mood helped as well.
The story starts on the 26th of November 2013, the day I had decided becoming a Plusnet customer, paying my broadband services package. The end of the story, still nobody knows…but meanwhile…
I was told at the time that I would need an engineer to install a phone line, so I paid something like 49, 99 pounds. Mainly because I did not have any phone to plug in (how many people do you think have a phone to plug in and check the nr?) to check a hypothetical phone nr. There was some kind of socket ( BT Open reach) but since there was no indication of any phone line on your computers and because I was urgently needing internet, I demanded and paid for an engineer to solve the problem.
One week later I got an email and sms saying that a router had been sent by mail and that I would have my net service working on the 16th of December. I then asked when would the engineer go to my place since I hadn’t had any confirmation.
We are on the 16th of December and I got an email and sms saying that no engineer is in fact needed. Obviously, I asked for my money back. Can you guess the answer? Sure, you will be refunded!
3 minutes(!) later I got an email asking me again to plug in a phone and check if there is a phone nr.
And then, another one saying that in fact, I will need an engineer and that phone line will be installed on the 9th of January 2014! I am more and less counting 43 days since I made my first payment.
To be honest, at this time I did not know what to answer…
I demanded a discount on the services after all this mess and I was told that I should call Plusnet to discuss this…..Jesus, does anyone know anything about custom services at Plusnet? After what happened you still think it’s the customer who should call you? Well, at least I am writing you a letter. But, wait, not over yet!
Today is the 18/12/13 and I just got a phone call from a BT engineer saying he is at my door to install a phone line. Poor guy, it’s freezing outside and I am miles away at the office and unable to open the door.
Merry Xmas, Plusnet!
P.s. If you think you should check my account and all these magnificent stories, my user name is cnvieira, my pass is ....., and my phone nr is <removed>
jim:green Phone number removed but noted for staff mod:end
The missed appointment payment paid by OpenReach is £45 - see http://www.openreach.co.uk/orpg/home/updates/briefings/generalbriefings/generalbriefingsarticles/gen...
