topic Re: Users with issues and geographical area in Get Support

Users with issues and geographical area

oildrips — Wed, 05 Jan 2022 06:16:09 GMT

I'm curious. For those members that are having porting/service issues with Public Mobile, what province are you in? I had issues with porting, and I'm in Alberta.

Re: Users with issues and geographical area

jheili99 — Fri, 09 Dec 2016 19:49:42 GMT

hi..

the issues were not location based but PM system based thus all over Canada thus creating the previous huge backlog of service requests....many of the issues were also caused by providing incorrect information at time of porting...call is user fault if you will...but the most part for sure caused by a glitch in the system..

cheers

Re: Users with issues and geographical area

oildrips — Fri, 09 Dec 2016 19:51:38 GMT

I'm actually more interested in the level of resolution/contact from PM. If the focus is one one particular area over another.

Re: Users with issues and geographical area

oildrips — Fri, 09 Dec 2016 19:54:21 GMT

Maybe time zones are an issue.

Re: Users with issues and geographical area

jheili99 — Fri, 09 Dec 2016 19:56:12 GMT

hi..

no, there is no preferences with the exception that mods work based on eastern time .... so you could say, that if you live pacific as i do, we either have to get up 3 hours earlier or have 3 hour less service...lol...

but no, mods do no do selective problem solving but go by severity of issue...more or less.....

Re: Users with issues and geographical area

oildrips — Fri, 09 Dec 2016 19:59:46 GMT

Any idea if they are working EST bankers hours or adjusted to accommodate the 3 hr time shift for the Wet Coast?

Re: Users with issues and geographical area

carmennic — Fri, 09 Dec 2016 20:01:32 GMT

@jheili99 so are you saying that they pick and choose who they help first etc? shouldn't it be more in order of first come first serve? I feel they would have less upset people if there was aa system. Ihave read some people are waiting a month for their issues to be resolved. I'm not that patient, I wouldn't have waited that long.

Re: Users with issues and geographical area

jheili99 — Fri, 09 Dec 2016 20:08:45 GMT

hi.. @carmennic

no, PM is a "community help" based model....

see it this way: somebody sitting at a doctor with a headache for 1 hour... suddenly a new patient comes in bleeding.... are you saying: hey, me first or are you letting the person bleeding go ahead although you waited longer...

PM does it for the most part the way, how anybody participating in a community would like it to be: severity of issue first .... this does not mean, that we do not mean much to PM... it's just called fairness.....

cheers

Re: Users with issues and geographical area

stonechucker — Fri, 09 Dec 2016 20:10:30 GMT

Hours are 9-9 Monday to Thursday, 9 - 5:30 Friday - Sunday, all times EST.

The mods, we are told by @Dave_M, working on an database query listing all forms of contact (PM, facebook, twitter, whatever else there maybe), in order from first received to most recent.

This is for all issues.

Re: Users with issues and geographical area

oildrips — Fri, 09 Dec 2016 20:11:52 GMT

Seems to be contradicting theories about who gets help first.

Re: Users with issues and geographical area

stonechucker — Fri, 09 Dec 2016 20:14:18 GMT

I'm just going off what was reported by @Dave_M in an 2 announcement threads since the ending phase of the Promo period. I have to believe that's what's happening.

Re: Users with issues and geographical area

oildrips — Fri, 09 Dec 2016 20:15:45 GMT

Cool.

Re: Users with issues and geographical area

jheili99 — Fri, 09 Dec 2016 20:53:47 GMT

@stonechucker

yeah, that's what Dave wanted it to be, but his way could never have happend due to various reasons..:

people used wrong way of contacting mods...

people did not respond to mods....

people prefered to rather rant and rave....

people demanded instant help although it was their hardware failing..

people demanded help for very minor issues...

all of these factors contributed to switching ( not abandoning !!!! ) to a different selective process based on oracle suggestipons , community member suggestions and severity of problem...

all together, while it could have been handled differently, still the fairest way considering, that PM suddenly was flooded with problems....

cheers