not the best start

[#1]

http://usertools.plus.net/status/archive/1262684833.htm

Quote

CSC Support - NEW Services Posted on: Tuesday 5 January 2010, 09:47 Due to the adverse weather conditions, our Sheffield support centre is currently operating with decreased staffing levels. If you need to contact support and your enquiry doesn't need an immediate response, then please use our help & support section to raise a ticket and we'll answer it as soon as possible. We will update this post tomorrow to advise you of the latest status. We're sorry for any inconvenience this causes. Kind Regards, Matt Taylor Customer Support

[#2]

Oldjim - thanks for that and for your previous replies - HOWEVER if you take a look at http://csc.plus.net the stats still say:
Current calls waiting: 7
Longest call waiting now: 5 minutes and 7 seconds
Average answer time today: 2 minutes and 42 seconds
NOT 15 minutes!

[#3]

Despite the weather "problems" causing "low staff levels" at Sheffield,  that looks strangely familiar......
I actually spent over 25 minutes, one evening, listening to the usual sales talk, and sorry to keep you waiting, only to be told by the operator I eventually got through to, that there were no calls waiting despite me keeping a log of what appeared on the stats page, every minute, that I was waiting....
I wonder if it is snowing in South Africa, and they can`t get in to work, ..... isn`t that the "alternative" call centre for Plusnet  customer service?

[#4]

I guess the "man who can" couldn't because of the snow 

[#5]

stats now:
Current calls waiting: 4
Longest call waiting now: 3 minutes and 46 seconds
Average answer time today: 2 minutes and 50 seconds
current answer message: in excess of 15 minutes

[#6]

We've definitely had a longer wait than the support page says this morning (and it's currently 8 mins). The wait time on the phones was added this morning when we were busier. There are lots of staff out of the office across the business as Sheffield's transport system appears to have ground to a halt.
I'm looking into this, to see where the portal data comes from, and why it is sometimes inaccurate.

[#7]

Quote

I`m looking into this, to see where the portal data comes from, and why it is sometimes inaccurate.

From someone of your standing in the PlusNet organisation, I would have expected you to know " where the portal data comes from".......
one thing is certain, it is not controlled by the people who answer the phones, (the one`s who should know how long the waiting time is),.......
as for "why it is sometimes inaccurate"..... should be replaced with ..... either "it is absolutely useless" or " it is always inaccurate"

[#8]

once again shutter gets it spot on.
OK here's the latest laughable stats. I just now checked and way hay - none waiting - my chance to call again.
Current calls waiting: 0
Longest call waiting now: 0 seconds
Average answer time today: 2 minutes and 38 seconds
Oh dear - you guessed it - the lady says - queue is 15 minutes....

[#9]

oh and just in case you don't believe me...

[#10]

Hi there,
Thanks for your time on the phone earlier, good to speak to you. I've updated your ticket with the MAC you provided and given you the timescales I advised on there again.
Let me know if you've got any other questions.

[#11]

I have 3 questions......
Did Mand ever find out "where the portal data comes from" ? 
did she ever find out "why it is sometimes inaccurate" ?
Is she ever going to let us in on the secret, if she did find the answers?

[#12]

I dont know how many times you lot get told, dont take any notice of the answer on line, - it is about time PN switched it off, if Whistler had done what was said, he probably would have spoken to somebody in 2 minutes

[#13]

Quote from: pierre_pierre

if Whistler had done what was said, he probably would have spoken to somebody in 2 minutes

or on the other hand he probably wouldn't - and that pierre, is the point.

[#14]

Quote from: whistler

stats now: Current calls waiting: 4 Longest call waiting now: 3 minutes and 46 seconds Average answer time today: 2 minutes and 50 seconds current answer message: in excess of 15 minutes

[#15]

Ah yes, Pierre, but ... it is now six and a half hours since Mand went away to find out "where the portal data comes from".....and why it is "sometimes" inaccurate......
. Perhaps she has got lost....oops, no I don`t think so, as I know she was posting in another thread,  just before Emmerdale started tonight....  so what does that tell you?
  seems she only wants to pop in and "look good"  from time to time, and never quite answers direct questions.....