Unacceptable customer service!

[#1]

Having been with PN for a number of years, possibly over a decade, I had a better offer from a new provider and used their switching service.

Called up PN today to query why I had been sent a bill for this month, [-Censored-].

Absolutely ZERO, and I mean ZERO customer service skills, extremely rude arrogant, very very condescending generally a poor stinking attitude.

How on earth has <Redacted> got employment with PN who pride themselves on customer service? Does she genuinely work for PN?

If she does then you need to take her off customer facing roles, she will destroy the company.

Absolutely disgusting attitude, all she has done is confirm that I made the right move joining another provider, and to think I would have considered PN when my contract with Vodafone came to an end, not a chance now.

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

Moderator's note by Mike (Mav): Insult(s) removed as per Forum rules.

[#2]

If your attitude in this post is similar to your first approach, maybe the person concerned might be excused for reciprocating. Thank you Mav for swiftly removing the offensive items.

[#3]

In that case then the employee is obviously suited to her role.

The fact is that her attitude was arrogant and condescending, and that's something for PN to deal with, I have the recording as do they, I'll wait for them to investigate.

Thanks for your opinion.

[#4]

Did you have the agent’s consent to record the call? https://www.dialpad.com/uk/blog/recording-phone-calls/#:~:text=Yes%2C%20in%20the%20United%20Kingdom,...).

[#5]

Those rules are for businesses, and don't apply to individuals.

An individual ONLY needs to ask for consent to record a UK call IF the recording is going to be shared with a third party !

In this case there is no third party, only the customer "for personal use" and Plusnet (the other party).

[#6]

@Skimmers73  good for you, for highlighting the bad experience you encountered.

Although it must be demoralising working in the call centre of a sinking ship with inadequately trained crew !

.

[#7]

https://www.dma-law.co.uk/is-it-illegal-to-record-conversations/

“Recording a conversation in secret is not a criminal offence and is not prohibited. As long as the recording is for personal use you don’t need to obtain consent or let the other person know.
Things change if the matter is addressed with a claim for damages or if the recordings have been shared without the consent of the participants.”

If your purpose of recording is to potentially support a complaint (possibly seeking compensation) you need consent. If nothing else, recording someone but not telling them you are doing so lacks common courtesy. Think about how you would feel if it were done to you - treat others as you would like them to treat you.

[#8]

Not informing someone that the call is being recorded doesn't lack common courtesy, that's simply your opinion.

You don't need consent to record your calls, ever.

Companies record phone calls as a matter of routine, as do I, which is why I find it incredible that employees lack customer service skills and treat customers with such unacceptable behaviour.

This post is about the customer diservice, not the legality or morality about recording phone calls.

[#9]

Don't need it.