No broadband or phone - poor start to Plusnet

[#1]

@WantSerive
I've replied to the thread you created at http://community.plus.net/forum/index.php/topic,110197.0.html

[#2]

Jelv,
I sincerely hope you don't represent Plusnet or indeed any phone company. Referring to a customer as 'ranting' on an open forum such as this illustrates that you know nothing about customer service! Plusnet prides itself on its customer service and the fact that the phones are all answered in the UK. However, I'd much rather have my call answered by the polite and sympathetic men and women who work the call centers in India and Bangladesh etc. than deal with a British customer service rep who is unsympathetic and unhelpful! Yes, customer service people get frustrated too, but it is their job to keep their frustrations to themselves. The customer is always right !

[#3]

Totally agree with you that customer service reps should be able to handle everything thrown at them - I wasn't saying it was acceptable, just that if you appreciate the frustrations they work under you might understand why sometimes they fail to come up to the mark. I did say "Plusnet will want to investigate the service you received and listen to the call - action will be taken if it was incorrect" - I know that will happen.
BTW, I'd rather deal with someone who can be a bit blunt but when they can do something they get it done, rather than someone incredibly polite and good at handing out platitudes but totally useless at getting things done. All to often the foreign call centres fall in to the latter category!

[#4]

Hi WantSerive,
That's the problem with providing services like Broadband and Home Phone. It's not quite as cut and dried as 'you pay us, we deliver the service' especially where faults are concerned. We rely on our suppliers to resolve the faults, and there are for example certain checks and tests that need to be done to prevent any charges being issued to the customer, which can at times be an awkward thing to explain - especially to explain the reasons for the checks being needed in the first place. It can also lead to faults ongoing longer than is ideal for various reasons, and unfortunately because of the way fault reporting and escalation works we can't always see as much detail as we might like - and especially not enough for the customer, who often wishes to know everything about the cause and what was done to fix it.
It's a tricky line to walk, and I'm sorry we didn't come up to your expectations this time - I hope we only go on to improve from here, and further that your fault is fixed as soon as is possible.

[#5]

Just wait till they tell you three times that you are connected but your not. Supposed to be connected 31 nov last year and actually finally connected 14 jan this year. Took to complaints authority who found that plusnet had no duty of care to actually provide the service I paid for. If you wish i can forward judgement.