| Quote from: fourfourdevon |
Failure of customer services to be able to actually resolve the above issue without lots of prompting by me
Raising tickets sometimes results in no reply needing a note here to get a response
There's more, I've forgotten the details of what seems like loads of issues here and there
When I've made specific complaints or suggestions about handling a procedure, disappointed to learn that customer service reps are either unwilling or unable to pass my comments onto someone who might actually be able to use what I say constructively.
From my perspective, most of the processes I've come up against are broken, needing much manual intervention by customer service reps who whilst pleasant, friendly and seemingly helpful, but whom contradict each other and don't actually solve the problem until the 3rd or more time around.
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This echoes my experiences almost to the letter. The frustrations this creates, when you're paying for no service and seeing no resolution progression, is most unpleasant.
It's too easy to point to some third party (e.g. BT (Bloody Terrible !)) and say the issue is with them, and then see the problem fall between the cracks.
The PN techs I've spoken to come across fine, but I've long suspected that the internal systems and processes are severely flawed. Multiple handlers on calls can't help. Call histories are not re-read when calls change hands, resulting in repeat "default" suggestions being provided a 2nd, 3rd or even 4th ! time. There's no visible escalation procedure. And when you want to raise your complaints to "a higher level", PN seems to be bereft of any management who should be taking the "verbal feedback", leaving the techs to focus on the technical.
As a result the support service comes across as uncoordinated, slow to respond, with no real ability to expedite a resolution. And the techs are likely taking unfair flack as a result.
Some service credits for poor response might motivate a change for the better... ?
