STAFF - I think Plusnet Hates Me - So Please Help Me Leave

[#1]

Morning all,
Firstly we want to apologise if you feel that you have been rushed off the phone. Its something I think most of us have experienced at some point in our lives when dealing with call centres, not all of us are conscious to it but that doesn't excuse the matter. General feedback will be given back to our customer support centre about this as we must not sacrifice the quality of support for the sake of efficiency.
Secondly we're sorry that you feel that you want to move away due to this, it may sound unusual but we want to thank you for raising this complaint as if there is a real issue the way we handle calls you have at least raised awareness with us so we can become vigilant and try and stop this from happening further. Please bear in mind service outages like the one you have experienced can befall any ISP even LLU one's like Sky. We are concerned by your comments as we have recently beaten off competitors like Sky to win awards for our quality of support.
Also It's clear that there are some issues from looking at the notes on your account with how we have handled your query. We want to apologise for this not being done in a way that's as effective as possible (due to a misdiagnosis of the fault you reported) and the way your calls were handled. I'll keep pushing back with feedback from this side to hopefully quell this and put issues like that behind us.
We don't hate you and we don't want you to leave, we are regretful if we have made you feel this way. With that in mind I will go away and review your fault ticket now to see if anything further needs to be done and will apply a discount by way of a goodwill gesture.
Adam.

[#2]

If Plusnet staff actualy listened to customers on the phone and got something done instead of issuing thinly veiled apologies all the time then people may choose not to leave.  I sympathise with the op here having had experiences myself where all you get is how sorry you are but the action you follow up with is garbage and red tape.

[#3]

I am still having problems some months on and noone is replying to my tickets. I just called the call centre only to receive a recorded message saying that wait times are in excess of 20 minutes - at 11.30pm !!!!!!
Is there anyone at plusnet who is prepared to look into this disconnection issue which is dragging on?

[#4]

Hey Sea138,
I was working the morning shift today, the calls queues were in the high 20's for most of the day. - When I left at 3:30pm, it was still averaging at around 10-15 in the queue. I'm not sure the reasons behind it, but it was unusually busy today.
I'm not sure if this is the case at half 11, maybe the message wasn't removed from the system.
At present, there appears to be no calls in the queue, You should get straight through.
Regards,
Matt

[#5]

Quote from: _Adam_Walker_

it may sound unusual but we want to thank you for raising this complaint as if there is a real issue the way we handle calls you have at least raised awareness with us so we can become vigilant and try and stop this from happening further.

It doesn't sound unusual, it sounds patronising. The OP did have a real issue and it seems you have just figured out that there is a problem the way plusnet handles calls!

Quote from: Mattz0r

Hey Sea138, I was working the morning shift today, the calls queues were in the high 20's for most of the day. - When I left at 3:30pm, it was still averaging at around 10-15 in the queue. I'm not sure the reasons behind it, but it was unusually busy today. I'm not sure if this is the case at half 11, maybe the message wasn't removed from the system. At present, there appears to be no calls in the queue, You should get straight through. Regards, Matt

What ridiculous comments and of no help at all. The OP said the queue was was 20 minutes at 11.30pm.
Clearly the call centre is not fit for purpose.

[#6]

Hi sea138,
I've just had a look at your connection logs (see below), which were good up until Friday, for some reason since then it's gone haywire. How are you set up. Are you using extensions, in the test socket, changed routers. I just want to get a handle on this so I can get one of the faults guys to look at it for you.

Jojo

[#7]

Quote from: sea138

So here I am, connected via mobile broadband, asking what I can do do to leave plusnet?

I'd say you answered your own question. I use 3 and they're very good.
Oh and if you think PN hate you they absolutely detest me.

[#8]

Hi okrzynska,
[quote=okrzynska]Oh and if you think PN hate you they absolutely detest me.
I love all our customers

[#9]

and we luv you

[#10]

Hi Joanne
Here we go again - about the 10th time of explaining!
I have tried five routers in the past month and connected to the test socket, BT engineers have visited and confirmed no problem internally (they don't seem to bother looking ouside the property though and instead sit in their van for an hour eating sandwiches whilst the equipment is plugged into my phone socket).
Can somebody just not acknowledge the fact that this droppage has been happening for the entire 4 to 5 years that I have had plusnet broadband? I would be truly amazed, although grateful, if you could resolve this matter for me, but no disrespect, I doubt if you can.
Plus, the Customer Options team are still incredibly rude and patronising. Just spoken to [mremoved] who shouldn't be allowed anywhere near a phone let alone a customer so long as broadband exists!! I finished the call with a request for a mac key as he was so keen to get rid of me.
jim:csa

[#11]

Joanne isn't in work today, I can see that Matt has also been helping you out so I've asked him to look into this before getting back to you.
Adam.

[#12]

Hi sea138,
I can see you've got an appointment booked, one of our agents is just re-booking this now as per your ticket update and will call you shortly to confirm.
Hope that helps,