Given how some problems require troubleshooting on a few different levels (device settings, self-serve configuration, backend/technical issues, among other things), I think PM Support would save a lot of productive time (and a lot of disgruntled customers) if it started calling customers on their main or alternate phone numbers (provided during sign up) to solve the problems in one shot.
Back and forth emails often create confusion among PM support staff and take significantly longer to resolve complex issues.
Just to clarify: I'm not asking for a 611 type inbound support centre, but just an outbound support process for a very small percentage of complex problems that take a disproportionate amount of effort to resolve.
And the main argument is actually to save PM's precious personnel resource so they can continue to offer low prices on their rate plans.
