Really worth reading the whole thing, here’s why:
“When I joined Plusnet they /snip\ enjoyed steady growth through word of mouth and the referrals system. When they were bought by BT the whole approach changed.
It is now apparent that the over-riding aim of Plusnet’s management is to gain customers which is why /snip\ The /snip\ result has been a lot of users who bitterly regret coming to Plusnet have suffered the consequences of the poor support and leave again at the first opportunity. /snip\ The changed approach has also had other consequences:
- It has changed the type of users /snip\ who want the cheapest deal and still expect first class support; they will show no loyalty at all and will leave again as soon as they are out of contract and a better offer is available./snip\
- Developers are continually engaged preparing for new campaigns and small tweaks that could make improvements for existing users never rise to the top of the development stack.
What Plusnet don’t seem to realise is that just gaining new users isn’t the only way to increase the total user base – keeping your existing users happy is just as important. Plusnet’s churn rate is probably as high if not higher than any other ISP’s.
/snip\ Instead we’ve seen support so overwhelmed /snip\ They tried to blame it on “their suppliers” but it was strange that I saw no other ISP indicated they were having such problems. That was the final straw!
Go read it. And switch!