topic Very Frustrated with this company in Get Support

Very Frustrated with this company

Scottyb77 — Wed, 05 Jan 2022 06:33:30 GMT

I am about to lose my mind with this company. Who runs this show????????? Cant talk to nobody live??????????? First it keeps declining my credit card then I say screw it go buy $120 in vouchers change my plan and add my vouchers then it puts me back on my old plan with the additional 70 just sitting in my account like wtf.

Re: Very Frustrated with this company

CaNuCk07 — Thu, 12 Jan 2017 20:00:23 GMT

For starters a little research would clearly show that PM is soley online support and community based. So no phone support should not have been a surprise to you.

Secondly if you need assistance the great team of moderators is always here to help solve your problem quickly. Simply tag one of them like this @Shazia_K or @Mary_M and it will get their attention.

You can also send a private message to them with your problem and they will get on it quickly.

Re: Very Frustrated with this company

Scottyb77 — Thu, 12 Jan 2017 20:07:16 GMT

What really gets me is that I chose change plan. picked my new plan it said I needed to add funds to my account it woulded accept my credit card even after I cleared all my cache and othe stuff of various browsers so drove 20 minutes round trip to the cloesest place to buy vouchers then started all over from scratch went and changed plan picked new plan needed to add the funds added the vouchers it added the 50 to my existing plan and put the other 70 into my account keeping me on a 30 day plan instead of switching me to a 90 day plan

Re: Very Frustrated with this company

dearmusic — Thu, 12 Jan 2017 20:12:24 GMT

If you think of it this way,

instead of calling and wait 30 minute to an hour on a phone (Rogers service, for example) to talk to a representative that doesnt know what she's doing, and having the problem to be esculated to higher management (another 30 minute wait), and then having them mis-heard what you said, which made things worse,

I would rather write them a mail with exactly what I mean and not have to have my time tied up by a phone call. The mods here are amazing, each one of them are helpful and understanding!

Re: Very Frustrated with this company

CaNuCk07 — Thu, 12 Jan 2017 20:16:51 GMT

@Scottyb77 either way no need to worry. Let the mods sort out your problem and you'll be good as new.

Re: Very Frustrated with this company

Scottyb77 — Thu, 12 Jan 2017 20:17:19 GMT

ok I understand what you are saying but as to fixing what happened to my account I n sent them an email and now have to wait upto 48 hours for a response wich I find rediculious. then what happens if they dont fix it I have to email them back and wait another 48 hours?

Re: Very Frustrated with this company

zhadj030 — Thu, 12 Jan 2017 20:24:04 GMT

@Scottyb77

Who did you sens an email To?

This community is where you ask questions and request solutions. I see that the mods have been tagged now just wait for them to come and respond to their questions via private messages

Re: Very Frustrated with this company

dearmusic — Thu, 12 Jan 2017 20:58:05 GMT

I can't really tell you how much time they need to reply, but the only time they took longer than 2 hour was when the promotion was on and they got overwhelmed...

~~Their office hours are 9am to 9pm Mon to Fri, 9am to 5:30pm for Sat and Sun.~~

It's 9~9 Mon to Thurs and 9~5:30 Fri to Sun, thank you @stonechucker for correcting me.

Re: Very Frustrated with this company

NDesai — Thu, 12 Jan 2017 20:24:26 GMT

@Scottyb77 Sorry to hear that the plan you wanted didn't go through.

Someone will get in touch with you shortly. If a moderator is online now, you will hear back soon, if not, you will hear back tomorrow morning. I am sure it will be less than 48 hours.

Re: Very Frustrated with this company

mimmo — Thu, 12 Jan 2017 20:30:16 GMT

click on one of the tagged mods names and send them a private message with your phone number and the plan you want. this is teh best way to save soem time. also in the setting there is an option to turn on email notifications.turn that on so you know when you get a message from the mods.

Re: Very Frustrated with this company

stonechucker — Thu, 12 Jan 2017 20:53:43 GMT

@dearmusic, You're almost correct on the hours, but it should be made known.

M-Thurs is 9 - 9, and Fri - Sun is 9 - 5:30 (am and pm respectively on both).

All times are Eastern (ie. Toronto).

Thanks 🙂

Re: Very Frustrated with this company

Shazia_K — Thu, 12 Jan 2017 20:55:05 GMT

Hello @Scottyb77,

I'm truly sorry to hear about this,

I will be glad to look at this for you, can you please send me a private message with your Public Mobile phone number?

Thanks,

Shazia

Re: Very Frustrated with this company

CaNuCk07 — Thu, 12 Jan 2017 21:25:20 GMT

@Scottyb77 See customer service at its finest.

Re: Very Frustrated with this company

will13am — Fri, 13 Jan 2017 00:46:02 GMT

@dearmusic wrote:
If you think of it this way,

instead of calling and wait 30 minute to an hour on a phone (Rogers service, for example) to talk to a representative that doesnt know what she's doing, and having the problem to be esculated to higher management (another 30 minute wait), and then having them mis-heard what you said, which made things worse,

I would rather write them a mail with exactly what I mean and not have to have my time tied up by a phone call. The mods here are amazing, each one of them are helpful and understanding!

Seriously, people like OP need to recalibrate themselves to what consititutes fast and efficient service. If good service means calling a toll free number, spending 10 minutes going through a menu system and then listening to elevator music for an hour in a queue, getting a bad agent that solves nothing, going back to calling the toll free number again, it is the placebo effect of being engaged on the phone getting nowhere. The alternative here is generate a private message to a moderator, select email notification for responses, go about doing something productive in the mean time knowing that the issue will be fixed the first time once it is looked into. Is there something more efficient than that?