topic Re: Support system is a gong show in Get Support

Support system is a gong show

deweydb — Wed, 05 Jan 2022 09:39:43 GMT

So far every ticket I have submitted to the mod team has taken 4 - 5 days to get resolved. Often going full 24 to 48 hours before a single response back. When receiving a response its some bull**bleep** canned email, and they didn't even bother to read the content and answer the question, delaying the actual response further.

Its beyond stupid that they can't link your account to your forum posts and ask you to re-authenticate everytime (wasting another 2 days of response time!). This would be such a simple thing to fix! and its so god **bleep** frustrating!

And there is no notifications when you receive a response either! Am I supposed to just sit here hammering on refresh for 2 days?

Get your **bleep** together public mobile.

Re: Support system is a gong show

LEGO — Tue, 24 Apr 2018 03:50:59 GMT

@mimmo Amazing that this post is not filtered / rejected like mine! My post was more… peaceful.

Re: Support system is a gong show

NDesai — Tue, 24 Apr 2018 03:52:43 GMT

@deweydb Sorry to hear about the problem you experienced with the PM support team. You made some good points that we can directly pitch to PM staff. They are giving us an opportunity to give feedback on the current support. I will try my best to bring this to their attention.

Re: Support system is a gong show

LEGO — Tue, 24 Apr 2018 03:55:38 GMT

@deweydb wrote:
... they didn't even bother to read the content and answer the question, delaying the actual response further...

I have noticed that too, in some responses!

Re: Support system is a gong show

jp2 — Tue, 24 Apr 2018 04:07:23 GMT

@deweydb I think that you can setup notifications to email you in your account settings so that you don't have to hammer refresh all day

Re: Support system is a gong show

jp2 — Tue, 24 Apr 2018 04:09:48 GMT

@LEGO I agree how can this stay up but my thread about the reasons I switched to PM got pulled down?!? There was absolutely nothing offensive at all

Re: Support system is a gong show

LEGO — Tue, 24 Apr 2018 04:20:38 GMT

@jp2 I have contacted Moderator_Team regarding my post and was sent to forum guidelines, but I cannot find anything wrong with my post!!!

Re: Support system is a gong show

jp2 — Tue, 24 Apr 2018 04:23:30 GMT

@LEGO maybe it is some glitch in the system because I started the thread again the next day and said the same things. It is still up as far as I know without any issues?

Re: Support system is a gong show

Someone_here — Tue, 24 Apr 2018 04:30:52 GMT

@LEGO I remember having some of my posts disappearing (or, I think, never appearing in fact, I'm not sure anymore it was a while ago). In my case it wasn't mods or anybody, just a glitch in the community, similar to the one that says that you've reach the maximum amount of private message you can send in a day when you haven't even sent one for example.

Re: Support system is a gong show

Someone_here — Tue, 24 Apr 2018 04:32:15 GMT

@deweydb

There are notifications for the community, including posts and private messages. Go in your notification settings and activate them 😉

Re: Support system is a gong show

LEGO — Tue, 24 Apr 2018 04:36:58 GMT

@jp2 I was told to go ahead and publish it again, but it was rejected two times again!
Do you see your post in the list of others in category that you post? Do you have any responses to your post? If not, then it is rejected!

Click on this link, see if your post in “My Unmoderated Items > My Rejected Items ”

Re: Support system is a gong show

Someone_here — Tue, 24 Apr 2018 04:38:38 GMT

@LEGO wrote:
@jp2 I was told to go ahead and publish it again, but it was rejected two times again!
Do you see your post in the list of others in category that you post? Do you have any responses to your post? If not, then it is rejected!
Click on this link, see if your post in “My Unmoderated Items > My Rejected Items ”

I remember now, it was exactly there that some of my posts ended. Happened less than five times from what I remember, and I could just repost them and they were not taken down again...

Re: Support system is a gong show

LEGO — Tue, 24 Apr 2018 04:45:14 GMT

@Someone_here wrote:
now, it was exactly there that some of my posts ended. Happened less than five times from what I remember, and I could just repost them and they were not taken down again...

I have four identical posts sitting in my "My Rejected Items" and I cannot re-post them!

They might appear like they are posted, but they would not have any responses!!!

Re: Support system is a gong show

jp2 — Tue, 24 Apr 2018 11:49:10 GMT

@LEGO @@No just the original is shown as rejected so the second one is still up. Without issue

Re: Support system is a gong show

LEGO — Tue, 24 Apr 2018 04:54:04 GMT

@jp2 Sorry, your post is missing an ending!

Re: Support system is a gong show

will13am — Tue, 24 Apr 2018 12:41:24 GMT

@deweydb, as already mentioned that in the upcoming session on improving customer support with Public Mobile, we can bring up service levels from the moderator team. In order to be taken seriously, you need to show a little bit of decorum. Usually if the issue is something the moderator team can do, it is completed right away. There are issues that need to be passed over to the back office to attend to. Based on my interactions, a estimated resolution time is provided so expectations can be calibrated.

With respect to how forum account and self serve account are linked, it is not stupid. From the time I have spent on this forum, I have seen next to no concerns expressed about how the two accounts are linked. User errors do occur from time to time, own it and work with others to resolve it in the most expeditious way. Don't get too hung up too much on the first 3 stages grief.

Re: Support system is a gong show

Korth — Tue, 24 Apr 2018 13:24:45 GMT

I don't place the blame for sporadic and delayed customer support onto the mod team. They generally handle all sorts of routine and special customer problems with commendable patience, professionalism, and competence.

I do place the blame squarely onto the system used to communicate with them. Meaning this entire website. "Send a message to the moderators" (along with "read a bunch of threads and/or wait for other forum volunteers to help you out") is a desultory, slapdash, and half-baked workaround. The primary function of this website is customer support so it should be implemented as a central theme on every level.

Replacing canned responses with "your issue has been received by the system, here's your ticket/queue number, you'll get an sms/msg notification when it's actively being processed" would also be preferable. The whole idea of replacing fancy service with no-frills service still revolves around providing actual service.

Re: Support system is a gong show

kav2001c — Tue, 24 Apr 2018 13:54:20 GMT

On the other side of the coin, I FREQUENTLY receive support requests from customers

No idea why since I even added a disclaimer to my profile that makes it quite clear I do not work in any capacity for the company

Trust me when I say many of these support requests are absolute gibberish

(I suppose it does make sense; the people sending them to me can not read so why would I expect a clearly thought out email request)

So I am sure mods wade through tons of junk and repeat requests every day which effects productivity levels

As well many complaints are NEVER sent to mods and instead get sent to people such as myself

Re: Support system is a gong show

Someone_here — Wed, 25 Apr 2018 16:20:18 GMT

I usually just forward them to the mods...

I think just changing the name from "mods" to "employee" or "CSR" could be a good and easy way to reduce confusion to some people... Anyways...

Re: Support system is a gong show

Korth — Thu, 26 Apr 2018 01:33:45 GMT

Their official titles on the Telus/PM job postings were "Product Specialist" and "Public Mobile Support Operations" ... I think of them as "Customer Service / Tech Support Reps".

But it seems less confusing to go along with everybody else calling them the PM Mods (and Moderator Team) here.