topic Re: Update on support in Announcements

Update on support

Dave_M — Thu, 01 Dec 2016 17:21:06 GMT

Hello Community,

I want to give you an update on where we are at right now, since the last time I did so was last week.

First, I want to start off by thanking you all for the continued patience and support you have demonstrated over the last two weeks. We realize many of you have had no service or incomplete service for days now and I apologize for this. I can assure you that our entire team is working tirelessly to get through the backlog as fast as possible and as effectively as possible.

To manage your expectations, you should know that our current average time to first response is 12 days. That means that as I write this, we are answering customer messages that were submitted on Friday, Nov 19^th, 2016.

Our system pools all Community posts, private messages to the MODS, and social media messages into one feed, and we are working through each of these in chronological order – first in, first out. This way we address the issues that have been going on the longest. Again, we appreciate your patience.

The high level of interest in our promotional plan also brought to light some fractures in our systems and opportunities to improve our support. We will be doing an in-depth review of lessons learned once we’re done going through customer support requests, but in the meantime, I wanted to share some of the most obvious opportunities we have identified:

A ticketing system for customer support inquiries that acknowledges receipt of your issue, provides a ticket number upon receipt, lets you know where you are in queue and when you can expect to hear back from a moderator
A cleaner way to organize tickets by type of issue so we can better prioritize
Activating and porting simultaneously failed for a greater percentage of customers than we had seen before so a group of colleagues from our technology team are investigating quick fixes for these

Unfortunately, these lessons learned won’t be fixed overnight and won’t be implemented quick enough to improve support for those in the queue right now. But, you do have our commitment that we will focus on improving this process.

Finally, to help us manage our volume of requests, we have a couple of asks for our customers who were with us before the Fall promotion:

If you future dated your plan to change to the Fall promotion and you see in Self Serve that the plan change failed, please give us 72 hours from your plan renewal date before you contact us. We’ve identified an issue that is delaying this change, but the change will happen.
If there is an inaccuracy in your rewards, we would ask you to please message us after December 5^th to get those fixed. We will make sure you get all the rewards you are entitled to, but we want to make sure we are prioritizing customers with no service in the short term.

Once again, I want to thank you for your patience and for sticking with us through what has been a busy and challenging time. We are grateful to have you all in our Community and look forward to building a bright future together.

Sincerely,

Dave

Re: Update on support

daredogg — Thu, 01 Dec 2016 17:24:35 GMT

Thanks Dave!

Re: Update on support

CaNuCk07 — Thu, 01 Dec 2016 17:26:03 GMT

Great to hear thansk for the update dave!

Re: Update on support

ShawnC13 — Thu, 01 Dec 2016 17:26:03 GMT

Dave thanks for the update and all the work you and the mods are doing to get things cleared up. It is nice knowing how long of a wait for someone to hear back. 12 days is still a long time but atleast we have a value to now let other members know. Is it possible to get a quick weekly update to see where the wait is at and show the improvement.

Again thanks for the update and all the work the staff is doing at resolving the issues found during the promo.

Re: Update on support

hongyangs — Thu, 01 Dec 2016 17:29:43 GMT

Nice step at least we know where we are in the queue

Re: Update on support

Kenhu — Thu, 01 Dec 2016 19:19:15 GMT

Hi @Dave_M

Thanks for the update and would appreciate if this date can be constantly updated. I have a ticket submitted on the 20th and numerous social media message and PM to the mods have been sent hopefully someone can address my porting issue quickly. I am dreaming that it can all be fixed by tomorrow. Again, I have been frustrated in the last 10 days and just can't wait to get my PM number up and running properly.

Re: Update on support

ajanda — Thu, 01 Dec 2016 17:54:27 GMT

Hi @Dave_M a fellow member @ad20 had messaged @Mary_M on Nov 20 around 12am. They are transferring there line from Chat-R and have faced a porting issue. Thank you for the update on this much needed information. 12 days is a really long time. I hope you guys can get to this request by today/tomorrow.

Thanks

Re: Update on support

CFAguy — Thu, 01 Dec 2016 17:38:22 GMT

Thanks for the update. Looking forward to a normalized situation with PM.

Re: Update on support

Kraekin — Thu, 01 Dec 2016 17:57:42 GMT

Thank for the update, but im sorry am I the only one who thinks people with NO service due to no fault of their own should maybe be a bit higher on the list? I know some might think this unfair, but I find it a bit inappropriate that a company would let customers have no service for so long.

Re: Update on support

pn — Thu, 01 Dec 2016 18:02:30 GMT

DEAR DAVE,

SEND ME A CREDIT THEN IF YOUR PEOPLE ARE GOING TO CONTINUE TO REFUSE TO ANSWER MY REQUEST TO GET A PUK CODE (THIS IS SOMETHING THAT SHOULD ALREADY BE ON OUR SELF-SERVE OPTIONS) SO OBVIOUSLY THIS COMPANY FORCES US TO REQUEST THE PUK SO THAT IT CAN SAVE ON THE LENGTHY TIME PERIOD WE DONT HAVE USE OF OUR PHONES.

GET SOMEONE TO SEND ME MY PUK!!!!! THIS IS A SIMPLE SIMPLE, SIMPLE, SIMPLE REQUEST AND SHOULD NOT TAKE SO LONG - PLUS AS ALREADY MENTIONED, IT SHOULD BE A SELF-SERVE REQUEST.

VERY DISAPPOINTED AND STILL NO PHONE LINE!!!

Re: Update on support

pn — Thu, 01 Dec 2016 18:04:19 GMT

DO ALL PUK ISSUES FIRST! THOSE SHOULD CLEAN UP A LOT AND ARE A VERY QUICK FIX!!!! UNDER 30 SECONDS.

Re: Update on support

hopetindall — Thu, 01 Dec 2016 18:10:48 GMT

Thank you @Dave_M

Re: Update on support

Diceman — Thu, 01 Dec 2016 18:11:31 GMT

Thanks, @Dave_M! I appreciate the update. Can we continue to get updates every few days on how the backlog queue is proceeding?

Re: Update on support

McLaren — Thu, 01 Dec 2016 19:08:48 GMT

Thanks for the update, there is progress and appreciate all the staff's effort's

Re: Update on support

BlueTruck — Thu, 01 Dec 2016 19:13:26 GMT

@Dave_M, appreciate the update - I had no issues getting my sim activated and got my number ported over from Wind in less than an hour.

This is not to say that my signup was 100% worry-free, as I never received my original sim (I used a friend's who decided not to sign up), and I have yet to be grandfathered into the fall promo plan. As long as these issues are eventually resolved then I am OK with continuing to wait for resolution.

That being said, a 12-day average initial response time is unacceptable for those who are unlucky enough to be without service, especially if it was through no fault of their own.

If I could make a couple of suggestions that IMO could be implemented immediately (if they haven't been already)?:

remove or deprecate the lower graphic from the Community home page (the one with the airplane); even when viewed full-screen on my desktop, meaningful content begins at the very bottom of the page
include a date-stamp in the title of future "Update on support" Announcements
in the short term, have dedicated resources scroll through the aggregated support feed (Community posts + PMs + social media msgs) chronologically, and categorize based on issue type and priority, and assign resources based on priority - any issue resulting in lack of service should take precedence over "where are my referral credits"?
acknowledge that PM has read and is aware of the issue - this alone will greatly reduce the unnecessary traffic you are likely receiving due to lack of any kind of response. Ideally this would also include a canned response as to when one can expect to receive resolution of their particular issue

I'm sure your support team is working very hard on dealing with the influx of new customers due to the fall promotion - it's a clear sign that the Canadian mobile industry was in need of disruption. Based on the many, many positive comments from pre-existing customers I am confident that in the end we did the right thing by making the switch to PM!

Re: Update on support

Chaos_Scorpio — Thu, 01 Dec 2016 19:20:15 GMT

Great news to read 🙂

Re: Update on support

JMCD — Thu, 01 Dec 2016 19:29:09 GMT

One can hope this backlog clears quickly, especially as they work through the issues on the 24th or prior. After that I imagine there are less signups.

Re: Update on support

mendy — Thu, 01 Dec 2016 19:41:23 GMT

I made a post (and private messaged mods) on the 16th and I have yet to recieve any sort of response. I am honestly considering changing to a more suitable serivice provider.

Re: Update on support

hda413 — Thu, 01 Dec 2016 19:58:23 GMT

@Dave_M A better ticketing system will obviously help but you need to ensure that if a ticket is open and not closed yet that there is some follow up until the ticket is closed. It makes no sense for an issue to be opened, wait 12 days for initial response, I send a reply, wait 12 days for another response, etc.

When I see mods responding to others issues even for things like fixing rewards and brand new porting issues when I've sent many replies, new mod messages, tags, replies to threads, twitter, for my original issues starting Nov. 3, it get very frustrating.

Re: Update on support

Watoko — Thu, 01 Dec 2016 20:25:11 GMT

Really looking forward to the ticketing system. While this public forum may have worked when your customer base was much smaller (as you guys were able to turn requests around in a matter of hours), it is evident that a more organized system is required to manage your significantly larger customer base.

Thanks for listening and I hope that everyone without service can have everything fully working as soon as possible!! People need to spread the Christmas joy through phone calls and text messages!!