Hardware problems We have had a number of customers calling to advise that their equipment has not been delivered by HDN (Home Delivery Network), or that the insert sheet is missing. In addition to this we have had problems with reporting from HDN leading to confusion over whether the hardware has been delivered or not. This is something we hope to put a stop to very shortly as it leads to an extremely negative first impression. Faults There has been a larger than average number of faults raised in the past week. This unfortunately had a knock on effect, meaning a longer average resolution time and therefore an increase in the number of requests for updates. Sales calls and signups over the phone This week has also seen an increase in the amount of customers calling to ask about the specifics of our various products and also wanting to signup over the phone. This is a very good thing and will hopefully continue to be one of the main reasons for people contacting the support centre. Router configuration New customers are still not putting in the correct username to connect, missing out the realm (@plusdsl.net, for example) as in previous weeks. This will in part be due to the lack of insert sheets shipped out. Again once the Welcome Setup pack begins to be sent out the numbers of these calls should decrease. Provisioning updates There have been a few delayed orders this week and given that we are unable to display detailed information regarding orders, customers have had to call in to find out what progress had been made. There have also been a few issues with delayed house moves that have led to additional contacts. Matthew Taylor – Please Note: This weekly post represents the significant topics our customers have raised with our support team over the course of this week. The information is provided in the spirit of openness for which PlusNet strives. Each day we review pertinent items and this drives internal discussion around what we can do to improve the experience for customers. It’s expected that issues like ADSL faults, service problems and assistance with setting up software or equipment will always be near the top of the list for our support team. If people didn’t have problems and questions we would only need a sales team! Customer feedback or suggestions on any of these items (especially if it helps us improve the experience for other customers) is most welcome via the comments section below.
