to have real people chat online for the user

[Cypm]

it would be great if public mobile would have a real people chat online (for exmaple online messager) for  public mobile customer, it would bea lot of helpful and effective solve any problems that the users have. less frustation for user and more friendly and effective customer service. 

[mimmo]

Hi @Cypm,  PM was best described to me as a teir 3 service level.  Teir 1 = telus stores everywhere lots of customer service. teir 2 Kodo, only kiesoks and only a couple per city. PM teir 3.  

They have several moderators who will answer questions and help, while the community does its best to answer questions.

I think i would  get more fustrated with haveing to wait for a long time for an online chat for that one or two operators to answer, than simply waiting for the moderators /or community to answer their  queue of emails.  How many people would they need to hire to  staff an online chat service in real time. how much would the plans go up by?    

Who knows maybe they could have some sort premium  for customer service  $10 .per call/chat  or possibly add a plan that costs $10. month extra and you can get access to a live agent.

We are here because of price, and we gave up some level of service for that.  The community is here to help as much as they can.

[pty]

It all comes down to economics. PM strives to keep costs down for customers, which comes at a cost in customer service. Public Mobile is great as long as you don't have any issues. Luckily for me I haven't had any major issues yet and the minor issues I've had were resolved in a week.

[computergeek541]

When an issue arrises, all of us customers, are going to want more timely customer service.  But, realize it will cost Public more. How many are going to be willing to pay more?

By no means does this necessarily mean Public Mobile is going to provide bad customer service. It just means that for the purposes of cost reduction, and for the purposes of providing lower prices to customers, you're not going to get instant and immediate customer service from them. It will take a little longer and there isn't going to be anyone to answer a phone call or staff an online chat that requires real-time interaction. 

[srlawren]

@Cypm I've never tried, but I believe I've seen at least one of the moderators recently mention something about live chat over Facebook.   EDIT: I presume this would be via Facebook Messenger, by using the "Message" button just under the PM artwork image at the top of the page

[daredogg]

I know you can use Twitter with Rogers. I've done it a few times for internet services. They get you to initate private messaging so you can send account information. I thought it worked pretty well, but it's not any different then what PM currently has.

[Brooke_C]

Hey @Cypm,

Thanks for sharing this idea with us! While we don't plan on having people respond back to questions real-time, we hope that by using the following options you will be able to find your answer very quickly. 

• Checking out our Knowledge Base Articles which have answers to FAQs
• Searching for the answer to your question using the search bar in our Community
• Posting your question in the Discussions Board to get help from Community members- they are super smart and answer very quickly too!
• Contacting one of our moderators- Learn how to here
• Chatting with our new bot Simon- Check out how you can here

-Public Mobile Community team

[Fara]

So guys thank you for sharing your ideas, but did you noticed that everyone put an answer but no one helped me reset a password and the security question. I have checked everywhere and without the security question, it is not possible to reset a password from my side. This is why i want real people who could help me reset my password. I have no service from 20 days or so.

[srlawren]

@Fara where did you mention that?  If you need help with something, the Public Lab is not the place to post that.  In your situation, you will 100% need a moderator's assistance.  

Unfortunately, if you want to be able to get help by phone, as good of an idea as it may be, PM is a poor fit for you, since their model is to specifically not provide that type of support.  I'm not trying to be a jerk, and I'm not suggesting you should leave, but it may be that your expectations are not aligned with what is being offered here.  Just my thought.

[Fara]

@srlawren thank you for your sharing. Well to let you know that i have already tried the community and two of the mentor helped me with other things but for this case, i masseged the same mentor and i didn't receive any reply. That is why i came here and shared my thought.