Primus telecom - broadband tech support are hopeless!

analyst_2

Primus_Saver_representative wrote: »

On a side note I can confirm that New Call Telecom is not 'going under', we are simply going through a period of increased busyness which has put a slight strain on our customer service team.

This busyness is partly down to the repercussions from the recent snow but also because we have released some very popular packages at a time when many other larger Telecos' have announced price increases. This has all resulted in a flux inbound inquiries.

Hey, I've stepped in some of this stuff out in the fields, but I didn't expect to see so much of it here :rotfl:

athomick

analyst wrote: »

Hey, I've stepped in some of this stuff out in the fields, but I didn't expect to see so much of it here :rotfl:

:rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl::rotfl:

Primus_Saver_representative

Hi All

It's no secret that I am new to this site however the reason for my being here is to act as a customer service agent, not a PR rep and surely this is indicative that New Call Telecom takes on board customer feedback.

In terms of contacting us, admittedly we have had some issues with wait times however New Call have responded by increasing it's customer service team and now we have an average wait time for this week of 2 minutes and a current queue time of 17 seconds.

Even Plusnet had a wait time earlier this week of 40+ minutes (guilty as charged, I do occasionally have a sneak at competitor websites) and I think you'd be hard pressed to find any utility provider that doesn't have a few negative forums.

Is this acceptable? Of course not, I too have been on the receiving end of some frustrating customer service in the past and sometimes these are the only places one can vent.

At the end of the day we are a young Lancashire based company, we do not have a single customer service agent or team that isn't based in the UK and we are making changes everyday to improve our customer experience and I can't say that with any more sincerity.

I appreciate that this may sound rehearsed and somewhat contrived but it is the truth. I encourage everyone to contact me directly and I've had numerous conversations with customers who have posted issues online that I'm very proud of (it's just a shame that all the positive comments that I (we) receive don't get posted on these forums).

Have a nice weekend

Elliott

[Deleted User]

Primus_Saver_representative wrote: »

Hi All

It's no secret that I am new to this site however the reason for my being here is to act as a customer service agent, not a PR rep and surely this is indicative that New Call Telecom takes on board customer feedback.

In terms of contacting us, admittedly we have had some issues with wait times however New Call have responded by increasing it's customer service team and now we have an average wait time for this week of 2 minutes and a current queue time of 17 seconds.

Even Plusnet had a wait time earlier this week of 40+ minutes (guilty as charged, I do occasionally have a sneak at competitor websites) and I think you'd be hard pressed to find any utility provider that doesn't have a few negative forums.

Is this acceptable? Of course not, I too have been on the receiving end of some frustrating customer service in the past and sometimes these are the only places one can vent.

At the end of the day we are a young Lancashire based company, we do not have a single customer service agent or team that isn't based in the UK and we are making changes everyday to improve our customer experience and I can't say that with any more sincerity.

I appreciate that this may sound rehearsed and somewhat contrived but it is the truth. I encourage everyone to contact me directly and I've had numerous conversations with customers who have posted issues online that I'm very proud of (it's just a shame that all the positive comments that I (we) receive don't get posted on these forums).

Have a nice weekend

Elliott

Again Elliot. Fair play for coming on here.

But 3-4 weeks I did try 3-4 times for over 30 mins each time with no success.

Last week I had to ring and it was bit better - 20 mins. Find it hard to believe the 2 mins.

Former_MSE_Becca

Hi everyone,

Primus has asked for a thread specifically for you to come to if you have a question to ask directly. I have set the thread up here: https://forums.moneysavingexpert.com/discussion/comment/59682397#Comment_59682397

Of course, you can still post about Primus elsewhere on the forum but if you're a new or existing customer with a question, ask here and Primus is more likely to see it.

To ask a question just join the forum, then click "reply" below. If you aren’t sure how the forum, watch our New to Forum? Intro Guide.

Many thanks,
MSE Becca

carmel11

MSE_Becca wrote: »

Hi everyone,

Primus has asked for a thread specifically for you to come to if you have a question to ask directly. I have set the thread up here: https://forums.moneysavingexpert.com/discussion/comment/59682397#Comment_59682397

Of course, you can still post about Primus elsewhere on the forum but if you're a new or existing customer with a question, ask here and Primus is more likely to see it.

To ask a question just join the forum, then click "reply" below. If you aren’t sure how the forum, watch our New to Forum? Intro Guide.

Many thanks,
MSE Becca

That would appear to be a good idea, as long as primus are responding on that thread..:(

carmel11

Primus_Saver_representative wrote: »

Hi All

It's no secret that I am new to this site however the reason for my being here is to act as a customer service agent, not a PR rep and surely this is indicative that New Call Telecom takes on board customer feedback.

In terms of contacting us, admittedly we have had some issues with wait times however New Call have responded by increasing it's customer service team and now we have an average wait time for this week of 2 minutes and a current queue time of 17 seconds.

Even Plusnet had a wait time earlier this week of 40+ minutes (guilty as charged, I do occasionally have a sneak at competitor websites) and I think you'd be hard pressed to find any utility provider that doesn't have a few negative forums.

Is this acceptable? Of course not, I too have been on the receiving end of some frustrating customer service in the past and sometimes these are the only places one can vent.

At the end of the day we are a young Lancashire based company, we do not have a single customer service agent or team that isn't based in the UK and we are making changes everyday to improve our customer experience and I can't say that with any more sincerity.

I appreciate that this may sound rehearsed and somewhat contrived but it is the truth. I encourage everyone to contact me directly and I've had numerous conversations with customers who have posted issues online that I'm very proud of (it's just a shame that all the positive comments that I (we) receive don't get posted on these forums).

Have a nice weekend

Elliott

Elliot, any chance of getting a Manager to look at this new thread to figure out why after 1 month I am still getting nowhere with the advisers there?

I am not getting any customer service.

Former_MSE_Becca

Hi everyone,

If you're having any issues with your Primus account or service, please [URL="mailto:primus@moneysavingexpert.com"]send us an email[/URL].

This email will go to MSE and Primus, and Primus will reply to you as soon as possible.

Many thanks,
MSE Becca