topic Re: The Elusive Question lol in Get Support

The Elusive Question lol

JL9 — Wed, 05 Jan 2022 10:05:55 GMT

So going back to that discrepancy when it comes to switching from the fall promo to the 4.5 GB plan that just expired.

Finally got a response from the Mods and it seems like they still don't understand the inquiry as they told me what I would receive as a reward under a 30 day plan, which I'm already aware of. I tried to make it as clear as I can previously and then followed up on their most recent response but haven't heard back for over 2 days.

Soooo I guess I have another month or so before I re-up. Might just scrap the plan as that creeps up since I don't think I'll be getting a response to the issue.

Don't think the pros outweigh it enough to justify the change, guess we will see what comes down the pipe.

Re: The Elusive Question lol

stonechucker — Thu, 12 Jul 2018 10:18:46 GMT

Same here. I’ve had 3 days of messages back and forth, with 3 moderators.

i strongly feel we are being cheated out of rewards. The system is working as a 30 day cycle is current, when we are both still currently on 90 day cycle.

i am now in the second 30 days of this 90 cycle, and still only see $4 Edwards, do not see the $10 community reward that has been awarded this past weekend.

Still on the fence about changing. No assurances about getting the previous rewards accounted for if I cancel it.

Re: The Elusive Question lol

will13am — Thu, 12 Jul 2018 10:51:04 GMT

If you examine the knowledge base on rewards in detail, it's abundantly clear that rewards are based on the previous plan cycle and paid out on renewal to the next plan cycle. I went into great detail in the promotion thread about this, not going to repeat it again. Bottom line is what the words say and what the system does differ. We are merely told this is what the system does when we ask what's going on here. The right thing to do is ignore the system and look at what the words say as that is the intent. The legal fallback is the words can be wrong, we don't always mean what we say and we can't be taken to task for not honoring the words. There you have it in a nutshell. If the plan switch was really worthwhile, I would give the social justice route a test as thousands did back in February. We all know that outcome. Are you passionate enough about this to take the pitchfork and torch out of the closet? Unfortunately, I am not this time. Those who do have my full moral support.

Re: The Elusive Question lol

stonechucker — Thu, 12 Jul 2018 12:38:05 GMT

I have submitted what I believe to be a fair resolution to my issue on this. If the resolution is not accepted, I will be following up with the CCTS.

Re: The Elusive Question lol

JL9 — Thu, 12 Jul 2018 13:00:34 GMT

Guess we will see how I feel in a month about whether I feel the plan is worth it. Either way it is pretty frustrating though!

Re: The Elusive Question lol

will13am — Thu, 12 Jul 2018 13:05:27 GMT

@stonechucker wrote:
I have submitted what I believe to be a fair resolution to my issue on this. If the resolution is not accepted, I will be following up with the CCTS.

IMHO, fair = follow the knowledge base. The interpretation provided in the knowledge base makes sense and is what customers come to understand about the rewards. I think the problem is that so far the moderator team has being asked to rule on this. They can only tell people how the system works and that it is not broken. It should be Public Mobile that steps up to the plate and makes a final determination on whether to follow the knowledge base or not. I suspect using the CCTS could be YMMV. This is a reward thing and not really germane to the provision of the service itself. The CCTS might say this is outside their scope.

Re: The Elusive Question lol

stonechucker — Thu, 12 Jul 2018 13:20:47 GMT

Now Public Mobile has acted without my authority and removed my future dated plan change.

This gets better and better.

Re: The Elusive Question lol

will13am — Thu, 12 Jul 2018 13:54:14 GMT

@stonechucker wrote:
Now Public Mobile has acted without my authority and removed my future dated plan change.

This gets better and better.

The floggings will continue until morale improves!

Re: The Elusive Question lol

kav2001c — Thu, 12 Jul 2018 18:40:32 GMT

@stonechucker

Not really what your issue was but you now have a second bug

It is a well known issue that adding / deleting future dated price plans will zero out rewards and require a mod to re-add them

The 90 to 30 and 30 to 90 day changes also introduce a bug if you have loyalty or credit card on file

I honestly would suggest simply pushing plan change ahead then emailing the mods AFTER the fact so they can fix the account

From my exp in similar situations there is nothing they can do before (and worse, often attempted fixes vanish or do really weird things)

Re: The Elusive Question lol

stonechucker — Thu, 12 Jul 2018 23:23:40 GMT

Sealing with it. Plan cancelled this morning, rewards working towards getting the correct amounts.

I won’t be making any future changes to a 30 day plan. I will stick with my Fall 2016 Promo until I die, or a better 90 day plan appears.

i didn’t know about this glitch, other than @JL9‘s Right before me, but I thought all would be fine, until my rewards were screwed up 2 days later.

the scripting is broken, for calculating rewards when changing plan lengths. I would love to look at the code and fix it for them.

Re: The Elusive Question lol

computergeek541 — Fri, 13 Jul 2018 03:44:24 GMT

To anyone new to this issue, here's what's gong on:

Customer switches from 90 day plan to 30 day plan.

Rewards such a Autopay reward was at $6 ($2 per 30 days).

As soon as customer sets plan to change at the start of the next renewal date, the Autopay Rewards (in the above example) changes to $2.

Because the customer has will end up completing the full 90 day plan until the switch is made, that $6 Autopay reward will have been earned by that person at that exact moment in time. However, since we know how the plan renwal system works, it looks as if the customer will only receive $2, a discrpency of $4. This is even though the customer will have fullfilled the conditions to be eligible for the higher reward amount.

In summary, the billing system is changing the reward amounts permaturely. It should only be doing it after the paln change goes through, and the old (higher) reward amounts shold be used until after the next renewal.

Re: The Elusive Question lol

JL9 — Fri, 13 Jul 2018 03:48:34 GMT

Correct. Isnt this something that should be an easy fix?

The frustrating thing is it shows rewards for 30 days instead of 90, but then when you click on the rewards section the new rewards where you I am losing $10 still shows the 90 day total ie. $120 minus the (wrong) rewards, so I will be paying $109...?!?! Instead of saying $29.

Lol soooooo which one is it?

Re: The Elusive Question lol

JL9 — Fri, 13 Jul 2018 03:49:59 GMT

Maybe they should let @stonechucker do the code after all 😏

Re: The Elusive Question lol

computergeek541 — Fri, 13 Jul 2018 03:54:21 GMT

@JL9 wrote:
Correct. Isnt this something that should be an easy fix?

The frustrating thing is it shows rewards for 30 days instead of 90, but then when you click on the rewards section the new rewards where you I am losing $10 still shows the 90 day total ie. $120 minus the (wrong) rewards, so I will be paying $109...?!?! Instead of saying $29.

Lol soooooo which one is it?

Even if they couldn't fix the system in a timely manner, it should be very easy for the moderators to just issue a manual credit to top up your account. They would just have to take a look at the loyalty, referal, and autopay rewards and just triple the amount of each of those. That difference between that amount and the reduced reward amounts could be added to the customer's account as soon as the moderators are informed.

Re: The Elusive Question lol

NDesai — Fri, 13 Jul 2018 04:19:56 GMT

Indeed this is confusing. But shouldn't any prepaid system supposed to behave as such? When a user activates, the system awards the AutoPay credit depending on 30 or 90 days. Going forward, depending on what plan the system will renew, it will give the rewards depending on the length of plan. If someone switches to a 30 days plan, because it is prepaid, rewards should be in accordance with 30 days. If someone switches to a 90 days plan, rewards will be in accordance with the 90 days plan. No?

I think this makes sense to me. Why should the system give you $6 AutoPay for switching to a 30 days plan? Remember, we started earning rewards in the prepaid fashion because we were given the $6/$2 AutoPay credit when we activated.

And even if we just count how much reward the system gives (for a 30 days plan) in 90 days, it should equal to the same amount.

Re: The Elusive Question lol

computergeek541 — Fri, 13 Jul 2018 04:25:34 GMT

@NDesai wrote:

And even if we just count how much reward the system gives (for a 30 days plan) in 90 days, it should equal to the same amount.

The argument (which I happen to agree with) is that when you make the change, you've done everything you need to do get the older (higher) reward amount, and that nothing has actually changed until the new plan comes into effect. Rewards are for what you have done or have paid for, not what you will be doing in the future - kind of like going to work 9 to 5 and you get paid for 8 hours after you've completed those 8 hours. Now, if your work schedule changes to 9 to 4 for the future, does that mean that you should only get paid for 7 hours for the pervious shift that you've already worked 8? Of course not.

Re: The Elusive Question lol

NDesai — Fri, 13 Jul 2018 04:47:26 GMT

@computergeek541 wrote:
@NDesai wrote:

And even if we just count how much reward the system gives (for a 30 days plan) in 90 days, it should equal to the same amount.
The argument (which I happen to agree with) is that when you make the change, you've done everything you need to do get the older (higher) reward amount, and that nothing has actually changed until the new plan comes into effect. Rewards are for what you have done or have paid for, not what you will be doing in the future - kind of like going to work 9 to 5 and you get paid for 8 hours after you've completed those 8 hours. Now, if your work schedule changes to 9 to 4 for the future, does that mean that you should only get paid for 7 hours for the pervious shift that you've already worked 8? Of course not.

Rewards are definitely earned for the future renewals. As i said, the system awarded AutoPay credit right when we signed up. So technically, we got paid before even working those shifts (for 90 days plan).

Let me try to put this as an example.

A user activates on a 90 days plan and earns $6 AutoPay credit. Let's assume that the system was capable enough to directly apply that $6 during the activation rather than adding it to the account as a credit. So for the first prepaid plan, the user paid ($114+tax). This discount was earned first so what the rewards system should give will be dependant on the future plan.

If the user switches to a 30 days plan, rewards should be $2, because in theory we do not earn it later for the time we did, we earned it before we did the time.

Now what you guys are suggesting is that rewards should be $6 for the future 30 days plan? Why? You already got the $6 at the beginning. If i try to calculate the rewards earned for the 30 days, it will $2+$2+$2 for total 90 days of service. This equals to $6 which 90 days plan would give you. If you were to count $6 for the first renewal, rewards earned would be $6+$2+$2=$10. This is not suppose to happen simply because we get rewards in advanced.

Re: The Elusive Question lol

kav2001c — Fri, 13 Jul 2018 05:11:17 GMT

@NDesaithis is wrong

I have activated many plans

You activate a new SIM

You enroll in autopay at time of activation

You do NOT get the $2/$6 discount off your first bill

You get it off your second bill (despite prepaying)

As to the discrepancy for 90 to 30 day changes

I prepay 90 days and system allocates a $6 credit (again not on current bill, on NEXT bill)

I switch to a 30 day plan and system will remove the $6 credit and allocate a $3 credit (despite fact I have currently paid for 90 days and have simply future dated a 30 day plan)

The credit is always applied a month later (after it is earned)

So in every scenario you will end up losing credits

It gets worse when you future date and the delete future plan changes

The $6 credit is removed and $2 credit is added

Cancel future plan change and $2 credit is removed

Then (depending on which day you removed plan change) system will either add a $4 credit or a $0 credit

I've emailed mods many times regarding this bug

@NDesai wrote:Rewards are definitely earned for the future renewals. As i said, the system awarded AutoPay credit right when we signed up. So technically, we got paid before even working those shifts (for 90 days plan).

Let me try to put this as an example.
A user activates on a 90 days plan and earns $6 AutoPay credit. Let's assume that the system was capable enough to directly apply that $6 during the activation rather than adding it to the account as a credit. So for the first prepaid plan, the user paid ($114+tax). This discount was earned first so what the rewards system should give will be dependant on the future plan.

If the user switches to a 30 days plan, rewards should be $2, because in theory we do not earn it later for the time we did, we earned it before we did the time.

Now what you guys are suggesting is that rewards should be $6 for the future 30 days plan? Why? You already got the $6 at the beginning. If i try to calculate the rewards earned for the 30 days, it will $2+$2+$2 for total 90 days of service. This equals to $6 which 90 days plan would give you. If you were to count $6 for the first renewal, rewards earned would be $6+$2+$2=$10. This is not suppose to happen simply because we get rewards in advanced.

Re: The Elusive Question lol

ShawnC13 — Fri, 13 Jul 2018 05:24:45 GMT

@kav2001c wrote:
@NDesaithis is wrong
I have activated many plans
You activate a new SIM
You enroll in autopay at time of activation
You do NOT get the $2/$6 discount off your first bill
You get it off your second bill (despite prepaying)

I have to agree with @NDesai, but maybe his wording is getting interpreted incorrectly. Kav you are right when you sign up you aren't credited the $6 for autopay right away and you do get it on your first renewal but on this first renewal you are actually credited with a $12 autopay reward it is doubled to account for it not being applied when you signed up.

Take refer a friend they sign up mid cycle look in rewards you have $3 for them on your next renewal. Say this person leaves 60 days into the next cycle you don't earn $2 because they already gave you the full $3 on your last renewal for this referral.

Re: The Elusive Question lol

NDesai — Fri, 13 Jul 2018 05:34:28 GMT

@ShawnC13 wrote:
@kav2001c wrote:
@NDesaithis is wrong
I have activated many plans
You activate a new SIM
You enroll in autopay at time of activation
You do NOT get the $2/$6 discount off your first bill
You get it off your second bill (despite prepaying)
I have to agree with @NDesai, but maybe his wording is getting interpreted incorrectly. Kav you are right when you sign up you aren't credited the $6 for autopay right away and you do get it on your first renewal but on this first renewal you are actually credited with a $12 autopay reward it is doubled to account for it not being applied when you signed up.

Correct. $6 Credit you get after activating, how is it not the same as earning before the first renewal? It just delays due to the way it is set up and it just sits on your account and minuses from the next renewal ($6 earned right after activating + $6 Autopay reward). Your 2nd bill adjusts everything as it minuses the additional reward earned for enabling AutoPay during activation.

I am completely right about this, and the system is correctly working as it supposed to.