Plusnet - Letter to CEO (was Re: Plusnet ..... why is nothing being done??)

In article <(E-Mail Removed)>,
(E-Mail Removed), a.k.a TX2 says...

[...]

> Miraculously - and who am i to point out the somewhat 'coincidental'
> timing after legal action was threatened? - the connection now *appears*
> to be working trouble free .... time will tell

The latest "feedback" is that the connection is now working as it might
be expected to, some four months after the initial activation.

However, a letter of complaint sent to the CEO of Plusnet has so far
gone unanswered. This certainly reflects on the poor customer service
received from Plusnet thus far.

How can one expect the staff to excel in customer service when the CEO
(Lee Strafford) himself seems not to bother?

Of course, despite a request that the matter be looked into at the
highest level, not even a courteous response from a Customer Service
operative acknowledging receipt has been forthcoming. And we know the
letter was delivered ...

I have today updated Plusnet's "Contact Us" ticket # 13269638 to reflect
our concern over the unanswered complaint, and to *again* raise the
matter of compensation for a service that was not working correctly for
a period in excess of 3 months.

I guess we now enter a new phase of 'correspondence' with Plusnet.


TX2

"TX2" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> In article <(E-Mail Removed)>,
> (E-Mail Removed), a.k.a TX2 says...
>
> [...]

Ok, have you tried the customer feedback newsgroup, surely that would be a
good place to discuss it?

Sam
>
> I have today updated Plusnet's "Contact Us" ticket # 13269638 to reflect
> our concern over the unanswered complaint, and to *again* raise the
> matter of compensation for a service that was not working correctly for
> a period in excess of 3 months.
>
> I guess we now enter a new phase of 'correspondence' with Plusnet.


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Albrow SJ wrote:

> Ok, have you tried the customer feedback newsgroup, surely that
> would be a good place to discuss it?

?!

--
Keith Nuttall
If replying, please re-type the e-mail address how it sounds

www.yammer.co.uk

TX2 <(E-Mail Removed)> wrote in
news:(E-Mail Removed):

> How can one expect the staff to excel in customer service when the CEO
> (Lee Strafford) himself seems not to bother?

I would guess that as with most companies the directors get large volumes
of mail and so go through someone who is given the task of sorting mail.
Therefore whilst adressed to Lee Strafford, your mail may have been
redirected to the department which deals with that type of problem (unless
marked private and confidential then it should not be opened by anyone
else).
A few things to note, mail should be sent recorded delivery otherwise you
cannot be sure if it even got there. Sheffield mail is horrendous, it took
me over a week to get a package delivered to me even though it was in a
building nearby. I just couldn't get to it and had to pay 50p to have them
take it to the nearest post office in the end.
I am surprised that you didn't get a response though as there definately
used to be people there to handle this kind of thing when I last spoke to
someone working there.

--
Colin
*Drop DEAD from the email address to reply*

"Albrow SJ" <(E-Mail Removed)> wrote in
news:415bbfde$0$17943$(E-Mail Removed):

> Ok, have you tried the customer feedback newsgroup, surely that would
> be a good place to discuss it?

If you look at the headers you will see that this message was crossposted
to pnet.s.c-f

--
Colin
*Drop DEAD from the email address to reply*

In article <Xns957472C90E7B4cwfidei@212.159.2.88>,
(E-Mail Removed), a.k.a cw says...

> TX2 <(E-Mail Removed)> wrote in
> news:(E-Mail Removed):
>
> > How can one expect the staff to excel in customer service when the CEO
> > (Lee Strafford) himself seems not to bother?

[...]

> I would guess that as with most companies the directors get large volumes
> of mail and so go through someone who is given the task of sorting mail.

Note my comments "not even a courteous response from a Customer Service
operative acknowledging receipt has been forthcoming"

Tx2 wrote:
> Note my comments "not even a courteous response from a Customer Service
> operative acknowledging receipt has been forthcoming"

Did you send it recorded delivery or something that was signed for on
receipt?

--
Colin S. Ogilvie
Service Status Updates by Email - and more...
http://usertools.plus.net

On Thu, 30 Sep 2004 07:43:06 +0100, TX2
<(E-Mail Removed)> wrote:

> In article <(E-Mail Removed)>,
> (E-Mail Removed), a.k.a TX2 says...
>
> [...]
>
>> Miraculously - and who am i to point out the somewhat 'coincidental'
>> timing after legal action was threatened? - the connection now *appears*
>> to be working trouble free .... time will tell
>
> The latest "feedback" is that the connection is now working as it might
> be expected to, some four months after the initial activation.
>
> However, a letter of complaint sent to the CEO of Plusnet has so far
> gone unanswered. This certainly reflects on the poor customer service
> received from Plusnet thus far.
>
> How can one expect the staff to excel in customer service when the CEO
> (Lee Strafford) himself seems not to bother?
>
> Of course, despite a request that the matter be looked into at the
> highest level, not even a courteous response from a Customer Service
> operative acknowledging receipt has been forthcoming. And we know the
> letter was delivered ...
>
> I have today updated Plusnet's "Contact Us" ticket # 13269638 to reflect
> our concern over the unanswered complaint, and to *again* raise the
> matter of compensation for a service that was not working correctly for
> a period in excess of 3 months.
>
> I guess we now enter a new phase of 'correspondence' with Plusnet.

Hi,

All letters that are sent to us will be read and actioned, and once done
will be scanned and attached to the account.

When was the letter sent, I can go and have a look for it?

With Regards,

Dave,
--
| Dave Tomlinson Broadband Solutions For
| Customer Support for Home & Business
| PlusNet plc @ http://www.plus.net
+ ----- My Referrals - It pays to recommend PlusNet -----

In article <415be3d2$0$17924$(E-Mail Removed)>,
(E-Mail Removed), a.k.a Colin S. Ogilvie says...


> Did you send it recorded delivery or something that was signed for on
> receipt?

I didn't send it ...

In article <(E-Mail Removed)>, (E-Mail Removed),
a.k.a PlusNet Support Team says...

[...]

> When was the letter sent, I can go and have a look for it?

Perhaps you'd contact the directly affected customer in question, as per
the request in the ticket, and ask her?

I was on holiday at the time it was posted, but have since learned from
her that "it got there" and " but we haven't heard anything".