Fault reporting guidelines

With the Primus Voice Solutions, your business’ investment is secured with a substantial support service designed to respond to any faults or complaints within a 24 hour period.  We have a model procedure for fault reporting, however problems with our lines are fortunately very rare.   

The fault reporting guidelines then, are as follows:

All Primus Business customers have a named Account Manager with whom they are fully acquainted.  In the event of a fault, the first thing our clients should do is contact this person through a direct dial line provided to them or the free phone number, 0800 0036 3698. 

During Primus business hours personal Account Managers are prepared to tend to any problems our customers have with their service.  For voice services, they will note a number of details from the client, which they will input to our fault logging system, an application which creates a trouble ticket for our Line Fault Department. 

Within 24 hours of the creation of a trouble ticket, a customer will be contacted to receive information about the status of the line.  If clients need urgent assistance, the Account Manager can arrange for a continuing update until the issue has been resolved.    

Response times for the Account Manager are dependent on customer care level.

 

Fault Resolution

Henderson and Co. 

Henderson and Co. is a financial advisory business based in Birmingham.  In early 2006 owner Stuart Henderson decided, after years of frustration, to switch from BT’s service to Primus’ more personalised telephone package.  With this he received his line rentals at a discounted price, low-cost UK/international rates and a Standard Support package that guarantees excellent assistance in the case of a fault. 

Late last summer Stuart experienced a fault on one of his lines during business hours.  As soon as this happened, he called Azhar Rifai, his dedicated Primus Account Manager to report the problem via his direct extension.

Upon taking the call, Azhar inputted a number of details into our fault logging system, creating a trouble ticket that was sent directly to Primus’ Line Fault Department.  Stuart, who needed to take crucial calls from his clients that day, was informed of the status of the ticket within three hours and had his line back up and running by mid afternoon. 

Deborah James Designs

Deborah James is a graphic designer who specialises in website and corporate logo design.  In addition to British and European clients, Deborah has built up an American clientele whose needs must be met outside UK office hours.  For this reason she chose to switch to Primus who could answer her needs for cheap long distance calls, and 24-hour customer service and assistance. 

In October last year Deborah had a problem when trying to call her clients in the US around 8pm GMT.  Because Deborah opted for Primus Extended Care, our 24-hour technical support offering, she was able to contact a Primus Account Manager at this off-peak hour.  The on-call Account Manager, Victoria Oliver answered the call and tended to the problem promptly by directly contacting engineers at our switch in Canary Wharf. 

While faults are few and far between, Deborah’s investment in an extended care package allowed for her problem to be dealt with and resolved by 8am the next day.