Hi Sixtiesblue,
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| No frankly I cannot recommend Plusnet at the moment. Your Customer service is far too slow by telephone. Average wait at my expense is far too long. |
I'm sorry you feel that. Have you considered using our home phone service? All calls to our call centre are free of charge. Having said that, I'm sorry you had to wait for us to answer your call.
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| You constantly brag how you are growing your customer base but your service is declining. |
It's certainly true that our customer base is growing, and with growth comes additional strain on any call centre. However, we do add more staff as we grow as a company. We also have a dedicated team to highlight areas of improvement that we can make. If you have specifics you'd like to highlight, I'll certainly pass those on.
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| Why do you bury your ticket service in your website? Finding it proves more difficult each time. If you do not want customers to use it - just say so. Be honest. |
For one, it's more reliable than email and gives both you and us a full history of the conversations that have taken place in the past. It's not getting harder to use every time - the structure hasn't changed in ages. Have you seen that there's an option to "ask the support team a question"? Just go to
http://help.plus.net and select a category, then on the right hand side, click on "ask a question".
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| You reject enclosures as not in a recognized format, when they are. |
What do you mean by enclosures?
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| My Computer Club - a member for many years with many members as customers - requested their 1st router. Clubs do not have credit cards but you could not be bothered to take the postage cost using the variable direct debit system that you insist on using. When payment by cheque was suggested on receipt of the router and an invoice - NO was the resounding answer. |
That's unfortunate. Whilst it's true that we're only able to take one off payments by credit/debit card, I'd have liked to have thought that we could have reached a compromise for a long standing customer. I'm very sorry about that.
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| You obviously do not trust loyal members so why should we trust you? |
It's not a trust issue. To say that we didn't trust our customers would just be silly! It's a system drawback, but common sense should have prevailed.
Again, I'm very sorry to see that we've failed you and hope that things will improve in the future.
