Plusnet ban users for complaining

[bpullen]

Hi there,

The context of the quote posted by the OP is a little misleading to say the least. It isn't as if we extradited these customers because they threatened to take us to trading standards.

They were contacted as a result of their disruptive activities over a number of months in our customer support forums. The forums are a community for self support and a way for our customers to give constructive feedback, both positive and negative.

These two customers required an unsustainable level of attention which was impacting our ability to address other customerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s feedback. We had repeatedly answered these customerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s questions and felt we had failed to reach a common understanding. We offered these customers an opportunity to migrate to an alternative ISP of their choice, at no cost to them. Failure to do so would result in the termination of their service.

We have no plans to contact any further customers in this manner.

The talks of capacity are largely unfounded and we have sufficient capacity across our network. I have responded to another post on these forums explaining the semantics of this in greater detail.


Kind Regards,

[Bifta]

Originally Posted by bpullen

Hi there,

The context of the quote posted by the OP is a little misleading to say the least. It isn't as if we extradited these customers because they threatened to take us to trading standards.

They were contacted as a result of their disruptive activities over a number of months in our customer support forums. The forums are a community for self support and a way for our customers to give constructive feedback, both positive and negative.

These two customers required an unsustainable level of attention which was impacting our ability to address other customerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s feedback. We had repeatedly answered these customerââ‚à ƒâ€šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s questions and felt we had failed to reach a common understanding. We offered these customers an opportunity to migrate to an alternative ISP of their choice, at no cost to them. Failure to do so would result in the termination of their service.

We have no plans to contact any further customers in this manner.

The talks of capacity are largely unfounded and we have sufficient capacity across our network. I have responded to another post on these forums explaining the semantics of this in greater detail.


Kind Regards,

So why didn't you just ban their IP from your forums? Customer service doesn't generally include asking your customers to bugger off elsewhere.

[Florence]

Originally Posted by Bifta

So why didn't you just ban their IP from your forums? Customer service doesn't generally include asking your customers to bugger off elsewhere.

Another ISP did ban ip numbers with some customers who was similar abusive to staff and posting in the forums. These customers moved to other ISPs but still created similar problems on other forums giving bad publicity for the old ISP.


The phrase damned if they do and damned if they don't comes to mind.

[enjoymarcus]

Free speech anyone?

[punky]

Originally Posted by Bifta

So why didn't you just ban their IP from your forums? Customer service doesn't generally include asking your customers to bugger off elsewhere.

No but abusive behavior on forums is generally against ISPs' T&Cs, so the fact they are doing it, regardless of what it is about is enough grounds for dismissal. The fact they are doing it on their own ISPs forum shows you they must also be a bit thick as well.

[Stuart]

Originally Posted by Bifta

So why didn't you just ban their IP from your forums? Customer service doesn't generally include asking your customers to bugger off elsewhere.

I don't know the ins and outs of the situation, but a lot of companies I have worked for will ban customers who are abusive.

Originally Posted by enjoymarcus

Free speech anyone?

Free speech is good, abuse isn't.

[Chrysalis]

often forums are the only way of letting out information about dodgy stuff isp's do. The fact that they were terminated pretty much proves what they said was true.

Originally Posted by enjoymarcus

Free speech anyone?

Absolutely. These people are perfectly free to set up their own forum and rant to their hearts' content.