Ticket response time 26 hours 44 minutes 54 seconds

[#1]

Can this be right? Where all the support people that were recruited to improve the service?

Quote

Your question is now with our Support Team We'll be in touch when your answer is ready. At the moment we're averaging a response time of 26 hours 44 minutes 54 seconds for new queries. If our Support Team need to contact another department or 3rd party then we may take longer to respond.

[#2]

Not forgetting that its an average response time, its worth noting that we are adding extra resource next week to focus purely on tickets . Please be aware that we've already got a number of threads about the same topic which you may be interested in, with regards to the ticket you've raised I'll pick that up myself ASAP
http://community.plus.net/forum/index.php/topic,93269.0.html
http://community.plus.net/forum/index.php/topic,93068.0.html
http://community.plus.net/forum/index.php/topic,93413.0.html

[#3]

Can you send me a ticket ID so I can look at your query please?

[#4]

So the response could be even longer! You must be either very busy or under staffed or both.
Thank you for your offer of help, the ticket ID is 39760013

[#5]

Getting there.....23 hours 9 minutes and waiting

[#6]

Ticket raised at 10.08 am today
Average response time very long 
Actual response 10.31 am and very satisfactory answer as well - ticket now closed 
/smug mode off 

[#7]

Preferential treatment for the chosen ones? 
Now waiting 29 hours for a reply to my ticket......hello.... anybody in there?

[#8]

The response time to my ticket must be on  the far side of the average. I have been waiting 63 hours for a reply to the ticket I raised on Friday morning.
I seem to be another victim of the well documented Plusnet customer service failure.

[#9]

3 days.

[#10]

Oddball,
Sorry I didn't get the chance to deal with this on Friday, I've answered the ticket for you.

[#11]

Quote from: _Adam_Walker_

Not forgetting that its an average response time, its worth noting that we are adding extra resource next week to focus purely on tickets . Please be aware that we've already got a number of threads about the same topic which you may be interested in, with regards to the ticket you've raised I'll pick that up myself ASAP http://community.plus.net/forum/index.php/topic,93269.0.html http://community.plus.net/forum/index.php/topic,93068.0.html http://community.plus.net/forum/index.php/topic,93413.0.html

@ Adam Walker.....
Oh deary deary me...... same old story..... we are getting more people working "Next Week" " to focus purely on tickets...."  ho hum... ho hum..... (did you not say something like this a couple of weeks ago, in response to similar complaint? ? ? )  de javu? ? ?
and really ..... what on earth were you thinking, when you said.....

Quote

Please be aware that we've already got a number of threads about the same topic which you may be interested in,

NO.... I don`t think the op would be interested in reading other topics on the subject.....
he is not waiting in the doctors surgery and reading old stories in left behind copies of OK magazine....
principally he is interested in getting the problem on his ticket solved.... or at the very least acknowledged and taken ownership of...
how much do you get paid for putting comments like that, in response to a customer?  
EDIT EDIT EDIT  (before posting)..... Adam Walker just posed whilst I was typing this... which does not really excuse what he said above.........
2nd Edit..... should I correct my spelling in the above line  ? ? ?   

[#12]

Adam
Thank you for answering my ticket and for actioning my requet.
Your support system is failing and no longer fit for purpose.
I suggest Plusnet take 50% of their advertising budget and invest it in the support infrastructure which clearly cannot cope.
That way you may only get half of the new customers you had targeted but at least they would get a reasonable level of customer support when needed.

[#13]

No problem,
Please notify me if you have any further issues when dealing with support.

[#14]

This the second topic I know of where Adam promised something on Friday and didn't get round to it (the other topic I think is still waiting).
Not only are CSC so overloaded that they are leaving mess behind everywhere, it now looks like the Digital Care team is getting overloaded and forgetting to do things they've promised as well.

[#15]

jelv,
If the OP has a problem with this I'll take it up with them.