Is Anybody Answering the Phone today?

[#1]

I have been trying to contact PN all afternoon. The first time I hung up after 15 minutes. I tried again and waited for 12 minutes without a reply. I am currently holding on the line again and it is 14 minutes this time. A recorded message each time says the wait is 30 minutes for a reply
I don't think this is acceptable service.  Why is it taking so long to get a call answered?

[#2]

http://community.plus.net/forum/index.php/topic,122115.0.html

[#3]

It's probably not a good idea to keep hanging up half way to the 30 minutes cos you have to keep going to the back of the queue.  I'd hold on for at least 40 or hang up immediately if you can't face the stated delay.

[#4]

I've sent an email to Andy Baker, PN's CEO. 

[#5]

I rang today at 1.30 and it said the wait time was approx 15 mins it took 18 to answer but I just put it on speaker phone and carry on with what I'm doing.

[#6]

I rang up last week about fiber in S3, I was waiting about 20 minutes for them to answer (fortunately I'm a fan of cheesy 80s Pop)

[#7]

Maybe the Monday to Friday support level including DC should be extended through the weekend to clear the backlog.
/Coat

[#8]

Two more attempts. I rang off at 8.15pm after holding for 45 minutes. The recorded message said 30 minute wait.
I have just tried again. and the recording said 60 minutes - what's the point in waiting

[#9]

My line's free if you fancy a chat

[#10]

We could all just phone each other and advise random things like resetting the modem, and reinstalling Windows.

[#11]

Why don't PN have some kind of online interactive support where you can live chat with someone?
Most staff could multi task two or three people at once and it would save a lot of time.

[#12]

You mean something like twitter? What a good idea!

[#13]

I see what you mean Jelv, so their strategy is to get as much new business as possible and not plan how to actually deal with it. Meanwhile all the staff can do is apologise and say how much better things will be soon (to keep their jobs).
Glad senior management coordinated the opening of the Leeds call centre with their advertising campaign then.

[#14]

I actually like live chat and have found them very good and quick to use with other companies.

[#15]

At present I dread having to CALL support because of the high waiting times. PN are in the process of opening a new call centre to tackle the issue. I don't know the time scale with which they hope to open it though. I think it would be a great idea for them to actively seek out more staff with detailed experience to work on the forums and on difficult faults. The guys on these forums do a great job if only there were more of them.
podman