Plusnet - respond to an upgrade, but not a query?

I raised a ticket with Plusnet querying my usage and then decided as my
usage seems to have gone up (I now use Napster) I ought to upgrade to
more GB's allowance per month from Premier 1 to Premier 2.

I got a response about the upgrade within minutes; thus far, I have been
waiting several hours for a reply to my other open ticket (19285023
refers)

Just making an observation that the ticket which is generating
additional revenue gets answered before the one asking for an
explanation has done, despite the latter being in the system
considerably longer.....

And yes, I tried to phone, but gave up waiting at something like 22
minutes.

In message <(E-Mail Removed)> , Tx2
<(E-Mail Removed)> writes
>
>I raised a ticket with Plusnet querying my usage and then decided as my
>usage seems to have gone up (I now use Napster) I ought to upgrade to
>more GB's allowance per month from Premier 1 to Premier 2.
>
>I got a response about the upgrade within minutes; thus far, I have been
>waiting several hours for a reply to my other open ticket (19285023
>refers)
>
>Just making an observation that the ticket which is generating
>additional revenue gets answered before the one asking for an
>explanation has done, despite the latter being in the system
>considerably longer.....
>
>And yes, I tried to phone, but gave up waiting at something like 22
>minutes.

A business model used successfully by monopolies, (Sky TV), and
businesses with a high exit cost, in terms of money, time and hassle,
(broadband internet, banking, utilities etc..).


--
Richard Faulkner

Tx2 wrote:
> I raised a ticket with Plusnet querying my usage and then decided as my
> usage seems to have gone up (I now use Napster) I ought to upgrade to
> more GB's allowance per month from Premier 1 to Premier 2.
>
> I got a response about the upgrade within minutes; thus far, I have been
> waiting several hours for a reply to my other open ticket (19285023
> refers)

[snip]

In my experience of working for a software company in a technical role,
the quickest way of getting a technical problem attended to was to lean
on your friendly sales contact (if you have one) at the company,
especially near the end of the quarter :-)

"Tx2" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed) T...
>
> I raised a ticket with Plusnet querying my usage and then decided as my
> usage seems to have gone up (I now use Napster) I ought to upgrade to
> more GB's allowance per month from Premier 1 to Premier 2.
>
> I got a response about the upgrade within minutes; thus far, I have been
> waiting several hours for a reply to my other open ticket (19285023
> refers)
>
> Just making an observation that the ticket which is generating
> additional revenue gets answered before the one asking for an
> explanation has done, despite the latter being in the system
> considerably longer.....
>
> And yes, I tried to phone, but gave up waiting at something like 22
> minutes.

Different queries go to different departments for actioning.

Some department's dont work 24/7, some are busier than others and some
queries need a lot of looking into before a reply can be given.

Not saying what you say isn't true or not, just that this is one way that
tickets are distributed.

On Sun, 30 Apr 2006 21:27:20 +0100, Tx2 <(E-Mail Removed)>
wrote:

>
> I raised a ticket with Plusnet querying my usage and then decided as my
> usage seems to have gone up (I now use Napster) I ought to upgrade to
> more GB's allowance per month from Premier 1 to Premier 2.
>
> I got a response about the upgrade within minutes; thus far, I have been
> waiting several hours for a reply to my other open ticket (19285023
> refers)
>
> Just making an observation that the ticket which is generating
> additional revenue gets answered before the one asking for an
> explanation has done, despite the latter being in the system
> considerably longer.....
>
> And yes, I tried to phone, but gave up waiting at something like 22
> minutes.

Hi,

Looks like the support team have picked this one up already, some tickets
go to different departments who have different responsibilities and may
necessarily be able to answer all queries, whilst some tickets that the
system raises will be processed automatically.


--
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| Comms Team Home & Business
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