topic Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving! in Announcements

A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

Dave_M — Tue, 18 Dec 2018 14:13:49 GMT

Hi Community,

This December, we are celebrating 5 years since we embarked on a journey to redefine how wireless service is delivered to Canadians. We started down this path with the goal of giving Canadians control over their wireless spend.

Central to the journey was the belief that if we did things differently and we saved on costs, we could pass off those savings to our customers as a result. This is how our online support model, and our beloved Community, came to be. At the time, I was told over and over again that this was a crazy idea; it would never work. Yet here we are, 5 years later.

I want to sincerely thank you for supporting our crazy ideas and playing a part in making Public Mobile what it is today. We could not have done it without you. Of course, we still have lots of room to make things even better, and we’re excited about incorporating your ideas in 2019 and beyond. In particular, this is the wish list of things you’ve asked us to focus on next and that we are passionately working on:

Faster Moderator response times
An improved ticket submission process
Additional goodness from SIMon The Bot

To thank you for being on this journey with us, we thought we’d have our own Public Mobile Advent Calendar and give away gifts everyday. But, in true #LessforLess spirit, we’re going to keep it to 5 days only because 25 would get very expensive. 🙂

With that said, we’re going to be holding a contest everyday from December 10 to 14 to get your holidays off to a great start! Each day, we’ll be announcing 5 winners. Make sure you come back on Dec 10th and check back every day next week!

Good luck!

Sincerely,

Dave

Contest:

Day 5 of 5

‘Tis the season to be jolly! Carolling aside, we hope that our deals are also music to your ears. To help you enjoy all sorts of music, enter for a chance to win 1 of 5 BassPal SoundRo X3 Portable Bluetooth Speakers, please share with us your favourite holiday tunes. Entrants must be an existing Public Mobile customer; please read Contest Rules for more details.

Well, today wraps up our 5-day advent calendar. If you didn’t win anything,have no fear- we still have something for you!

Get $20 for Free When You Sign Up for KOHO with the Code PUBLICMOBILE (until February 14)

The holiday season is a lot of great things, but cheap isn’t one of them! That’s why Public Mobile has partnered with KOHO to help you accelerate your savings and earn a little free money too.

KOHO is a financial tech company whose mission it is to make finances simple and transparent. They offer a slick reloadable Visa card and an integrated app. Get real-time insights into your money, automate your savings goals, and earn instant cash-back on all your purchases. KOHO is also free, because paying bank fees is so 2018.

Download the app now to get $20 when you join KOHO with the promo code PUBLICMOBILE.
The Public Mobile promotional code is available to the first 1000 customers. Offer only available for Public Mobile customers.

Let’s break it down, step-by-step:

1. Download the KOHO app and sign up with the promo code PUBLICMOBILE

2. Add funds to your KOHO account and make your first purchase

3. You don’t have to wait for your physical card to arrive. Shop online instantly by creating a virtual card in the app!

4. Once you make your first purchase, $20 will instantly be added to your KOHO account

KOHO is backed by some of Canada’s leading investors, and your funds are held securely by Peoples Trust.

Contest Rules:

Public Mobile Holiday Contest

CONTEST RULES

HOW TO ENTER & ELIGIBILITY

No Purchase Necessary. To enter entrants must share a response on the Public Mobile Community post sharing their favourite holiday tune(s).

Only one entry per entrant accepted. No other form of participation is accepted. In the event of a dispute on the entrant identity, the person who is the holder of the email address specified on the online form will be deemed to be the entrant.

If your entry contains a person, other than the entrant, by entering the contest, you state that you have obtained consent from everyone in the photo. If your photo contains a minor (under the age of 18) parental or legal guardian consent is required.

Contest runs December 14, 2018 only from 9:00AM to 11:59PM ET.

An Entry will be considered void and removed from the Community post if it contains subject matter that, in the opinion of the contest administrators, may violate community standards or is otherwise of questionable taste.

To be eligible, an entrant must be an existing Public Mobile customer and entry must be received on or before end of contest closing date and time. Entrants must be a Canadian resident who are 13 years of age or older and must be a member of the Public Mobile online Community. Contest not open to employees of TELUS Corporation, its affiliated companies or subsidiaries, its sales agents, its advertising and promotional agencies, and members with whom they are domiciled. By accepting these Contest Rules, entrants agree that any and all liability related to this contest by TELUS is limited to the value of the Prize(s) as defined hereinafter.

THE PRIZE

There will be five (5) prizes awarded in total. Winner will receive the following prize:

-1 of 5 BassPal SoundRo X3 Portable Bluetooth Speakers (approx retail value $44.99)

Prize must be accepted as awarded and with no substitutions, is not transferable unless set out in the Contest Rules and cannot be exchanged with Public Mobile or cash. Public Mobile reserves the right to substitute the Prize with a Prize of equivalent value if such prize becomes unavailable for any reason. The chances of winning are dependent upon the total number of eligible entries received.

THE DRAW

A random draw for the Prize will take place at the Public Mobile office located at 25 York Street, Toronto, Ontario the day following the close of the contest (on or about 9:00am ET). Selected entrants will be notified on the Public Mobile Community. If the selected entrant cannot be reached within two (2) business days, or if the selected entrant does not meet any of the contest requirements, another entrant will be selected from the remaining eligible entries.

In order to win, the selected entrant must correctly answer unaided a mathematical skill-testing question and will be required to sign a standard release form. If the selected entrant is under the age of majority in his/her province of residence, his/her parent or legal guardian must read and accept these Contest Rules. Failure to answer the skill-testing question correctly, comply with the Contest Rules or sign and return the release form within two (2) days of receipt will result in disqualification and another entry will be selected until the Prize is awarded. Prize will be delivered to a Canadian address of the winner’s choice within (7) business days after prize has been awarded.

PRIVACY

By entering the contest, entrants consent to the use of their names, city of residence, photograph, voice and/or image for publicity purposes in all media used by Public Mobile, without payment or compensation. Entrants agree to TELUS’ use of the entrants’ personal information that may include contacting you regarding limited time offers, promotional offers and/or surveys. Full details are as described in Public Mobiles’ privacy policy located at publicmobile.ca/termsofservice.

OTHER

All entries become the property of Public Mobile. Public Mobile assumes no responsibility for lost, damaged or misdirected entries during the contest period, for any problems or technical malfunction of any online systems, servers, access providers, computer equipment, software and failure of any e-mail or entry to be received by Public Mobile on account of technical problems, traffic congestion on the Internet or at any web site or failure of handset or mobile web browser. Public Mobile reserves the right, at its sole discretion, to change, cancel or suspend this contest without prior notice. Entries are subject to verification and will be declared invalid if they are mechanically reproduced, forged, falsified, altered, tampered with, not in accordance with Community standards or unlawful in any way. Entries submitted by unauthorized means will be disqualified. In the event that it has been determined that an entry has been made in an manner not sanctioned by these rules and/or an entrant has submitted more than the number of entries permitted by these rules, the entrant and all of his/her entries will be disqualified. Entrants agree to abide by the contest rules and the decisions of the contest judges, which are final. This contest is subject to all applicable laws and regulations.

Winners:

12/10 ($50 Account Credit): Willaug56, bradman20012, @hultman, Vicky1313, Iorieux

12/11 (PM Swag Bag): lat34hat34, slash407, shartomjam, SD08, mcs11

12/12 (Die Hard Blu-Ray Collection): @socialcocoon, Sphero, Adrian03, feedo, Sidewinder200

12/13 (Amazon Fire TV Stick): Canadaknows, ooakosiryan, 6500K, eizzor, francis26

12/14 (BassPro Bluetooth Speaker): @Someone_here, @itchyfeet01, @ty_89, @ntoulany, @MacMe

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

popping — Fri, 07 Dec 2018 18:42:23 GMT

Thank you for the improvements in 2019 and the 5 holiday gifts... Have a great holiday everyone.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

srlawren — Fri, 07 Dec 2018 18:45:58 GMT

@Dave_M congrats on 5 years anniversary, to you and your team.

Thanks for putting attention into the support process. Having a proper ticketting system in particular is going to be a HUGE win. Every day, we see uncertainty in the community regarding wait times for responses, confusion with lack of acknowledgement of submission, and so forth. We love the moderator team and thank them for their dedication, but it's difficult having zero transparency into the process when you're waiting for urgent help and minutes turn into hours, and hours turn into days, and you have no idea what's going on. A ticketting system should definitely help in these aspects. We are very much looking forward to it's arrival.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

smp99 — Fri, 07 Dec 2018 19:00:30 GMT

Nice

I have seen a few signs of improved moderator response times.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

RobertQc — Fri, 07 Dec 2018 19:11:05 GMT

@Dave_M wrote:

Faster Moderator response times
An improved ticket submission process

Looking forward to faster response time and we really need this ticket system.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

ShawnC13 — Fri, 07 Dec 2018 19:11:01 GMT

Dave congrats on the 5-year anniversary that's awesome. Also want to thank you for putting focus on the customer service side we really need to get that under control and provide better response time for the customers. The moderators have been amazing during this heavier than normal workload and I really want to thank them for all their time and efforts as well but they do need additional support to help support us. Looking forward to seeing the changes in 2019 and beyond.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

NDesai — Fri, 07 Dec 2018 19:11:56 GMT

Definitely we have come a long way. There were some ups and downs, but we went through all together just fine.

Congrats on the 5 years!! Let's look ahead to make the future brighter and faster with the upcoming new technology 🙂

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

SD08 — Fri, 07 Dec 2018 19:15:21 GMT

Thanks, Dave. It's been a while since your last message, so it's good to hear from the CEO of PM.

While the contests are nice, I think the most important part is the focus on faster response times and the ticketing process. Since PM is an online only service, it's key that customers have confidence they'll get the support they need in a timely manner through online channels.

Keep up the improvement efforts, PM.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

HumbleBee — Fri, 07 Dec 2018 19:34:40 GMT

Thanks @Dave_M!

So thankful to have a cheaper option for wireless on a good network.

Happy holidays everyone and good luck to all!

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

Poogzley — Fri, 07 Dec 2018 20:23:46 GMT

I can't wait for your contest!

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

skifan — Fri, 07 Dec 2018 20:29:54 GMT

Dave...I am really grateful that Public has been able to offer me a superior plan at a very reasonable price. I have been here three+ years now and have every intention to continue with Public.

Keep up the good work and I am sure, we will all reach out to those looking for help here on the Community forums.

Pray for snow @ Whistler.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

mimmo — Fri, 07 Dec 2018 20:34:43 GMT

Best of the season, Hopefully we will see the changes sooner than later. It is good to see them on the radar. I would focus on the first two, and make Simon as lesser priority and replace those resources to fixing the portal issues (payment, renewal etc..) we should not need to constantly suggest list stolen trick.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

kav2001c — Fri, 07 Dec 2018 20:34:25 GMT

Yup def positive vote for more efficient ticket process

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

mcs11 — Fri, 07 Dec 2018 21:04:43 GMT

Wow, 5 years! Honestly, I think I have been living under a rock for a long time. I was one of those users who just blindly paid their cell phone bill month after month without taking the time to assess whether I was still getting value for money anymore. Once I figured out that the answer was "no", I was happy that Public Mobile was here to provide that value. It's only been a couple of months since I signed up, but now I've got my kid, and two other family members on Public Mobile. Despite some of the challenges around moderator response time, I still think PM's a great choice. Looking forward to the service improvements next year, and some even better phone plans (wink!)

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

shartomjam — Fri, 07 Dec 2018 21:13:01 GMT

Thanks @Dave_M. Improvements are always welcome. Looking forward to the contests.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

MoreYummy — Sat, 08 Dec 2018 00:13:41 GMT

The support system and respond time is long overdue. For those old timer, ticket system is a first suggestion.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

srlawren — Sat, 08 Dec 2018 00:16:38 GMT

@MoreYummy wrote:
The support system and respond time is long overdue. For those old timer, ticket system is a first suggestion.

@MoreYummy @Dave_M yes, LOOONG overdue. @Jeremy_M essentially promised us one in the aftermath of the 2016 Fall Promo meltdown, literally 2 years ago. I don't recall if that was ever stated publicly or just in Martin's Corner, but it sounded like he was on it. Yet, nothing ever came of it. Dave, I'm hoping the current team actually delivers. I'm cautiously optimistic!

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

stonechucker — Sat, 08 Dec 2018 00:26:25 GMT

I keep seeing bravos coming in on my open letter from the summer. I’m glad to see the direction of focus for 2019. I’m hoping this doesn’t fall apart.

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

Anonymous — Sat, 08 Dec 2018 06:14:49 GMT

@Dave_M wrote:

In particular, this is the wish list of things you’ve asked us to focus on next and that we are passionately working on:

Faster Moderator response times
An improved ticket submission process
Additional goodness from SIMon The Bot

@Dave_M:

Congrats on 5 years!

I may as well go ahead and add my 2 cents here.

With all things remaining as is, faster moderator times would lead to increased costs. Less for less.

A ticketing system would cost money to implement leading to increased costs. Less for less.

Adding anything else to the Bot would lead to increased costs. Less for less.

The first two would not be needed if the system worked seamlessly and reliably. A reliably functioning system would lead to those faster response times due to less problems arising from a flaky, unreliable system thereby saving money on paying for any more moderators which would lead to no real need for an expensive ticketing system.

In reality, all people need is to know that their complaint was registered by way of some kind of automated acknowledgment. Not a ticketing system, just a reply saying we have received your input. What happens now is complete radio silence. Submit a comment...nothing. An inexpensive automated reply of canned text is all that's needed. Like calling somewhere and being put on hold...do we like dead air wondering "um are you still there?" or some crappy sappy hold musak. I'd take the musak over silence any time.

Fix the problem at the source: the self-serve system. All problems and costs start there. And really focus on when the SIM is being activated and when the money is taken. The SIM is a one-time thing and the money is where the real sensitivity is...and rightfully so. When people perceive they're being ripped off, they're not happy.

Looking forward to the contest. I hope saying anything towards negativity doesn't "negate" the chances of winning 🙂

Thanks

Re: A Letter From Dave: Reflecting on our journey together + Introducing our 5 Days of Giving!

Carld123 — Sat, 08 Dec 2018 10:24:31 GMT

👍