WHY ?
Quote from: thisoldman why do we seldom see plusnet senior managemt in here making official announcements?
The senior management do take an interest in the forums and important threads are regularly reported to them in order that action can be taken, however their job isn't to support customers via the forums - it's to manage the business. You will see posts from senior management here though on occasion.
Quote from: thisoldman why do dc staff like bob colin and adam have to apologise for some agents or cust service mistake?
That's our job, it's one of the things we're paid to do here in the same way as the guys on the phone are here to support customers and if necessary apologise for issues on behalf of the company. I'm not sure which Colin you mean but we don't have anyone called Colin on the Digital Care team?
Quote from: thisoldman why doesnt the person responsible for the mistake come in here and apologise.
Frequently there isn't actually a single person responsible, but if there is they're generally involved heavily in fixing what's happened. As per above, our job is to report and advise both the rest of the company and our customer base of these issues and explain what's going on - so we do that, and they fix what went wrong
Quote from: thisoldman why are people posting their complaints on other web site forums rtaher than in here.This causes bob and jelv to devote time to other forums rather than to the forum complaints in here.
People post their complaints in public for many reasons, but a frequent one (and the one usually responsible for multiple postings in other forums) is that they want their problem to have as much exposure as possible as that's more likely to result in action taken to fix it. We don't have any issue with people using other forums to talk to us, again - it's part of our job
I should also point out that jelv isn't a staff member - he's a customer, and he spends time here helping people because he wants to for which we're extremely grateful.
