topic Re: The Lounge - for everything not related to phone-stuff! in Announcements

The Lounge - for everything not related to phone-stuff!

Alan_K — Mon, 29 Oct 2018 15:57:25 GMT

Hey Community,

We’re excited to bring you a new board on the Community called “The Lounge”! As you may have guessed from the title, this will be a place where Community members can discuss their interests, hobbies, or just about anything that’s not related to phone-stuff.

As we continue to grow Public Mobile, we are continuously amazed by how diverse, resourceful, and creative our Community members are. Outside of Public Mobile issues, our Community is a unique bunch (as we’ve seen in your contest entries! ), and we’re excited to see you what you love to talk about! Who said you can’t have fun on a phone community forum?

Note: activity within this board will not be counted towards the Community Reward.

Let us know your thoughts below!

-Public Mobile Community Team

Re: The Lounge - for everything not related to phone-stuff!

Carld123 — Mon, 29 Oct 2018 16:05:31 GMT

Will be a good addition..with the amount of regular contributors I'm sure most will find a use for the lounge at some point...

Re: The Lounge - for everything not related to phone-stuff!

NDesai — Mon, 29 Oct 2018 16:16:33 GMT

Awesome! Thank you Alan and the PM team.

Re: The Lounge - for everything not related to phone-stuff!

smp99 — Mon, 29 Oct 2018 16:35:14 GMT

This is a nice addtion, sure.

BUT, as quoted above "As we continue to grow Public Mobile ...." can you please address the Mod wait time. Are we up to 3 or 4 days now? I have not had service go down nor any of my friends/family, so that's good, but I am getting more nervous as time goes on. Especially if I continue to refer others.

Can you at least acknowledge somewhow to the Community that you are addressing this issue in some way.

Thanks

Re: The Lounge - for everything not related to phone-stuff!

Salmonlips — Mon, 29 Oct 2018 16:50:41 GMT

i think it would almost be nice to get a service counter somewhere to give us an idea of how long to be patient for ie. "Thanks for sending the mods a message you should receive a reply within ___ but blabla extenuating circumstances...."

Or "due to recent influx in messages please give us more time"

Re: The Lounge - for everything not related to phone-stuff!

Wonder_why — Mon, 29 Oct 2018 18:37:41 GMT

Awesome 🤗 how about Custom Avatar 😁

Re: The Lounge - for everything not related to phone-stuff!

stonechucker — Mon, 29 Oct 2018 20:40:55 GMT

I have to agree, although nice to have, focusing on customer support response times is vastly more important than ‘The Lounge’.

i do agree however, that content in the lounge should not contribute to Community Rewards.

Please address response times.

Re: The Lounge - for everything not related to phone-stuff!

CS_Agent — Mon, 29 Oct 2018 21:08:34 GMT

Hello Community!

I hope that you are all excited about this new announcement as much as we are 😄

I noticed that a few of you would like to know about the response time and to answer your questions; as mentioned in our Knowledge Base that, during peak periods, the wait time can go up to 48 hours.

Now, I know some of you have waited a tad bit longer and we are working to cut this down for you all, but please note that, by sending multiple messages, you will increase your delay.

That being said, let's all work together and help each other out 🙂

Here's how you can do so:

- Try searching on the Community for answers

- Check out our Knowledge Base, for questions you may have

- The whole Community is here to help, so try asking them as well! If not, they'll gladly direct you to us Moderators 🙂

- Please send us ONE message with your Phone Number, PIN and a brief description of your issue

We already appreciate your patience, so please bear with us as we do our best to accommodate your needs.

Thank you!

Ashley

Re: The Lounge - for everything not related to phone-stuff!

cappaj — Mon, 29 Oct 2018 21:14:58 GMT

@CS_Agent wrote:
Hello Community!

I hope that you are all excited about this new announcement as much as we are 😄

I noticed that a few of you would like to know about the response time and to answer your questions; as mentioned in our Knowledge Base that, during peak periods, the wait time can go up to 48 hours.

Now, I know some of you have waited a tad bit longer and we are working to cut this down for you all, but please note that, by sending multiple messages, you will increase your delay.

That being said, let's all work together and help each other out 🙂

Here's how you can do so:

- Try searching on the Community for answers
- Check out our Knowledge Base, for questions you may have
- The whole Community is here to help, so try asking them as well! If not, they'll gladly direct you to us Moderators 🙂
- Please send us ONE message with your Phone Number, PIN and a brief description of your issue

We already appreciate your patience, so please bear with us as we do our best to accommodate your needs.

Thank you!
Ashley

@CS_Agent

1) @Mary_M has mentioned previously that multiple messages do not, in fact, move your request down in the queue.

2) Wait times have been 48 hours+ pretty much since I joined Public Mobile in July, which is 3 months straight of "Peak Time". It seems like this is actually the new normal for Public Mobile.

Re: The Lounge - for everything not related to phone-stuff!

mimmo — Mon, 29 Oct 2018 21:18:46 GMT

Im sorry but 3- 4 days seems quite a bit longer than a tad bit.

All people are asking is PM to be transparent with the current wait period.

My message from Thursday was answered today, I def send a second one on Friday, not sure if that reset the queue (which it is not supposed to) but even so that is 4 days.

You get multiple messages because people do not know the current wait time. If it was posted then I am sure multiple messages would be cut down a tad bit.

Re: The Lounge - for everything not related to phone-stuff!

smp99 — Mon, 29 Oct 2018 21:25:38 GMT

@CS_Agent wrote:
Hello Community!

I hope that you are all excited about this new announcement as much as we are 😄

I noticed that a few of you would like to know about the response time and to answer your questions; as mentioned in our Knowledge Base that, during peak periods, the wait time can go up to 48 hours.

Now, I know some of you have waited a tad bit longer and we are working to cut this down for you all, but please note that, by sending multiple messages, you will increase your delay.

That being said, let's all work together and help each other out 🙂

Here's how you can do so:

- Try searching on the Community for answers
- Check out our Knowledge Base, for questions you may have
- The whole Community is here to help, so try asking them as well! If not, they'll gladly direct you to us Moderators 🙂
- Please send us ONE message with your Phone Number, PIN and a brief description of your issue

We already appreciate your patience, so please bear with us as we do our best to accommodate your needs.

Thank you!
Ashley

This is not the response we were hoping to get. What are you doing about reducing the time to the 4 hours that it used to be.

"Currently serving number ###" would be a start.

Re: The Lounge - for everything not related to phone-stuff!

mimmo — Mon, 29 Oct 2018 21:31:05 GMT

@smp99 since there are no ticket numbers...how about serving messages sent on date and maybe time. Updated every 4 hours or so.

Re: The Lounge - for everything not related to phone-stuff!

smp99 — Mon, 29 Oct 2018 21:34:32 GMT

My point was maybe there should be ticket numbers. There was talk of that during the aftermath of the huge Fall 2016 promo.

Re: The Lounge - for everything not related to phone-stuff!

CS_Agent — Mon, 29 Oct 2018 21:37:55 GMT

Hi @mimmo ,

This would be the reason why I wrote the previous post.

It is to inform you and anyone else in this thread of what is going on, on our end and we try to continuously update our customers of this delay.

Being aware of the delay will surely help, but cooperation from Community members is essential in helping one another.

@smp99 I'm sorry that this is not the response you were hoping to hear, but the simple answer to your question is that we are doing our best to answer all messages as quickly and as efficiently as possible.

Also, please note that, as mentioned previously mentioned, during peak periods the delay is longer and on a regular basis, the wait time can differ.

Thank you all for understanding.

Regards,

Ashley

Re: The Lounge - for everything not related to phone-stuff!

mimmo — Mon, 29 Oct 2018 21:50:31 GMT

Ashley,

I know mods are doing everything thing the can and as fast as they can.

All anyone is asking is to simply state in a visible place we are experiencing longer than usual wait times, expect a reply in 4-5 days, something a little more specific than a tad bit, which seems to minimize the severity of the workload on our mods.

Re: The Lounge - for everything not related to phone-stuff!

will13am — Mon, 29 Oct 2018 22:37:19 GMT

I wish I could show greater excitement about this, but with the customer service level not keeping up with the increased customer base and the demands that this puts on customer service, having a chat forum is not even going after the proverbial low hanging fruit. @Ashley_T, I fully respect that the moderators are doing their level best each and every day. The problem is not with the moderator team, it is with Public Mobile not scaling customer service at a pace that is keeping up with the increased demands that come with having more customers. I suppose now we will have a forum in which customers can lament without guilt of gaming the reward system while they wait for their problem to be solved.

Re: The Lounge - for everything not related to phone-stuff!

Murco — Mon, 29 Oct 2018 22:45:07 GMT

I agree, PM should be using resoursces to improve customer service

wait times. If i need to chat. I can text a friend. Luckily I am one of the customers

who's text function actually works. Sorry but this was a poor choice to roll this out now!

Re: The Lounge - for everything not related to phone-stuff!

dna2016 — Wed, 31 Oct 2018 12:25:01 GMT

@Alan_K, very nice and good idea. Thisis how you build a community for real, give them the appropriate forums to conversate freely, and you have an even more loyal community.

I think this will be very useful for everyone. I think it''ll be a great forum for people to post the latest and greatest about technology and the industry in general. Great move PM.

Re: The Lounge - for everything not related to phone-stuff!

stonechucker — Wed, 31 Oct 2018 12:41:33 GMT

Discussion about the industry? Seems like the Discussion forum is already here for that.

The Lounge should disappear as the Public Lab did.

Re: The Lounge - for everything not related to phone-stuff!

srlawren — Wed, 31 Oct 2018 16:16:24 GMT

@stonechucker wrote:

The Lounge should disappear as the Public Lab did.

@stonechucker I'm still a bit torn on this, but I mostly think it's harmless. The thing is that humans are social creatures, so no matter how "on-topic" we try to stay, there's always going to be some human interest things that people want to talk about. I think herding all that talk into the lounge--where activity does not influence community reward, appropriately--is a good thing.