Should Plusnet suspend all advertising?

[#1]

I was going to post something in a new thread, but as you've brought this one back to the top of the board that will do.
Yes, Plusnet should suspend all the TV advertising until they can get on top of the Call Answer Times and Ticket Response Times issue. It is just making them look a complete laughing stock now and doing a lot of damage to their reputation.
TalkTalk did this a few years ago and they still have not recovered from that, they have a bad reputation and still give bad customer service on many occasions.
The Web advertising should include a clear and obvious statement about long wait times at present due to the large volume of new customers, then there won't be a need for customers to come her and complain about the advertising. Plusnet, you used to be Open and Honest - let's have that with the advertising, then people might believe you still are.

[#2]

Quote from: Anotherone

The Web advertising should include a clear and obvious statement about long wait times at present due to the large volume of new customers, then there won't be a need for customers to come her and complain about the advertising. Plusnet, you used to be Open and Honest - let's have that with the advertising, then people might believe you still are.

That would be a crazy thing to do. It would risk a media frenzy I can see it now: "Company admits - don't bother signing up as we are incompetent". Quietly pulling advertising is possible, that suggestion would be career suicide for whoever implemented it.

[#3]

That's not quite the situation Empirical, don't dramatise. If it's phrased the right way it won't come across in a stupid way.
In any event, there's already a bit of a "media frenzy" as you put it and Plusnet are getting a bad name. Do you really want them to end up like TalkTalk - I don't.

[#4]

It doesnt matter how carefully Plusnet phase it, if it can be leapt on by the press it would be. The gutter press is very good at that. As for your last remark, I am not saying there should be no action I am saying its important to take the correct action. The suggestion of actually advertising their failings would be the wrong action.

[#5]

And what the lack of advertising can do to an ISP http://community.plus.net/forum/index.php/topic,130587.0.html

[#6]

Quote from: petecov44

There appears to be a new CEO every month these days.

Did I miss something? 
Not had a new CEO here since Dec 2013

[#7]

For me, I voted they should stop cheaper offer and sort out call centre, tickets, staffs at Plusnet etc. I am not surprise they are going downhills lately! If things don't improvement in the next 12 months, I will be leaving Plusnet, so will others too. But, I hope it will not going to be like this because Plusnet used to be good, so come on Plusnet ACT now!
Where are the management comment about poor service lately?

[#8]

Strat, Plusnet has over 740,000 customers (some 76,000 of them are on holiday or not switched on at the moment - I do hope they aren't all line faults instead ),. so that's probably not much of a comparison with Yorkshire's Digital Region but it certainly was a big shame that it went.

Quote from: Empirical

The suggestion of actually advertising their failings would be the wrong action.

I really think it's already been well advertised in the various discussions on forums, and also the fact that the wait times are in the Customer Service statistics. Apologising for long waits on the Home page seems no bad thing to me, and perhaps it should be the first thing you hear on the phone an apology if you get a long wait. That's honesty.
Phoning EDF in the recent past, they had an apology on their recorded answer for long wait times, so some companies can do it.

Quote from: Townman

Not had a new CEO here since Dec 2013

Well we should have had  

[#9]

Quote from: Anotherone

Strat, Plusnet has over 740,000 customers (some 76,000 of them are on holiday or not switched on at the moment - I do hope they aren't all line faults instead ),. so that's probably not much of a comparison

I know, it was a bit of 'another side of the coin' thing.

[#10]

Plusnet used to be a solid, decent company and I regularly recommended them. Not now, every single thing they have told me has turned out to be a lie.    Agree with other posters who say they only care about new trade. Call centre staff I spoke to admitted that they had had to take on large numbers of new staff and the experienced staff were having to be pulled from helping old customers to train the new ones.

[#11]

Calling plusnet just now and guess what? A very high volume of calls, excess of 45 minutes to answer your call. It's gone from bad to even worse. Give up.
http://www.plus.net/supportpages.html?a=212&helpheader=rhmcallstats
It's state saying "Customer satisfaction is extremely important to us. That's why we publish these statistics to keep everyone at Plusnet focused on your needs. If we're not meeting our target times, we'll be working hard to make improvements."
It's totally untrue as it went from improvement to even worse now!

[#12]

There's only 12+ 0.45 calls waiting, what are you one about

[#13]

Grant won't be pleased!

[#14]

Although I don't think Plusnet should suspend advertising, I think they should consider cutting back. That said it really depends on how many customers they are signing up without issues, compared to those with.
One think I am curious about is the number of calls waiting. Please could some one tell me who is the 0.35 person that is currently on hold?

[#15]

We asked that question in another thread a few weeks back, never did get the answer.