topic Re: Timeframe to hear back from @Moderator_Team in Get Support

Timeframe to hear back from @Moderator_Team

Italrider — Wed, 05 Jan 2022 10:20:04 GMT

I've messaged @CS_Agent about 36 hours ago. Has anyone else had trouble receiving a response? Have I not waited long enough?

Any help would be great. It's a bit of a shame that I can't speak to someone on the phone.

Re: Timeframe to hear back from @Moderator_Team

austinhuang — Fri, 10 Aug 2018 02:18:26 GMT

At least that's what their commitment is:

You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.

So you still have 12 hours max. to wait. Remember, PM is cheap, and they save costs by not providing phone support, so that's what you get.

If this solves your question, please select my reply as Solution!

Re: Timeframe to hear back from @Moderator_Team

Italrider — Fri, 10 Aug 2018 01:57:27 GMT

Thank you so much for the response. I did suppose it's understandable.

My service was suspended because I didn't have enough funds on my account. I used to have a $40/month plan. After it was suspended I looked at changing my plan to a cheaper $25/month service. I only topped up my account with $25 yesterday because that's what I was aiming for. Turns out I couldn't change the plan because it keeps asking for me to top up again. I don't understand

Re: Timeframe to hear back from @Moderator_Team

austinhuang — Fri, 10 Aug 2018 02:06:11 GMT

@Italrider wrote:
Thank you so much for the response. I did suppose it's understandable.

My service was suspended because I didn't have enough funds on my account. I used to have a $40/month plan. After it was suspended I looked at changing my plan to a cheaper $25/month service. I only topped up my account with $25 yesterday because that's what I was aiming for. Turns out I couldn't change the plan because it keeps asking for me to top up again. I don't understand

Mods can change plans and run a manual renewal, that's for sure. I guess you'll just have to wait.

Re: Timeframe to hear back from @Moderator_Team

sarahhall1006 — Fri, 10 Aug 2018 04:15:27 GMT

It took three days for me to get a response. They fixed my problem quickly and then called to make sure the problem was resolved. It’s frustrating to not have more immediate support, but I guess that’s why we get a great deal!

Re: Timeframe to hear back from @Moderator_Team

Dunkman — Fri, 10 Aug 2018 04:23:53 GMT

Waiting 72 hours is really unacceptable even if it is a good deal. For people who use their mobile phones for business, the slow response can cause undue hardship. The last week has been bad. Moderators are trying their best, but I guess that they are overwhelmed. Hopefully, things will improve in the next week.

Re: Timeframe to hear back from @Moderator_Team

Jmg — Fri, 10 Aug 2018 12:25:09 GMT

I'm waiting for a moderator to answer me also 3 days now no phone service it's crazy I'm disappointed

Re: Timeframe to hear back from @Moderator_Team

stonechucker — Fri, 10 Aug 2018 12:35:30 GMT

@Italrider, the issue is, you can't change plans *without* moderator assistance when your account is expired. Only active plans can be changed via the self-serve portal.

If you are still waiting, and wish to change to the $25? plan you have two options:

1. Continue to wait for a response from the moderators, or

2. Fully top up to the $49 to re-activate your service, then change plan via the self-serve portal, selecting the "change on next renewal" button (on the right).

This isn't explained anywhere else - it's unfortunate that subscribers don't fully understand the process.

Re: Timeframe to hear back from @Moderator_Team

Wonder_why — Fri, 10 Aug 2018 12:53:56 GMT

Is really bad over 72 hours for MOD to respond, what the heck there are doing ? Is a no no

Re: Timeframe to hear back from @Moderator_Team

CS_Agent — Fri, 10 Aug 2018 14:44:57 GMT

Hello everyone!

We hope you're doing well!

We sincerely apologize for the long wait for a response to your messages, however, kindly note that when you send multiple messages, you're only delaying the response as you lose your priority in the queue. In fact, for every new message you send, you go back at the bottom of the queue; so if you send 3 messages for instance, you will be back at the bottom of the queue for the 2 other times you've sent a message. Considering the high volume of messages we're currently experiencing, this delays the responses even more.

We understand that you need assistance with your inquiries and we are doing our best to respond to everyone of you however, it would be very much appreciated if you could send just one message in order to avoid much longer waiting time.

Thanks again for your patience and understanding!

Re: Timeframe to hear back from @Moderator_Team

JDT — Fri, 10 Aug 2018 15:01:46 GMT

This might be something that should be addressed.

While I agree that people should only be sending one message, I don't think that sending additional messages should change someone's position in the queue (either up or down).

Re: Timeframe to hear back from @Moderator_Team

Anonymous — Fri, 10 Aug 2018 15:15:38 GMT

@CS_Agent

Interesting. I didn't look to see if that kind of announcement has been made before. So I'll have my say anyway :).

I think that for customers in this support model, it would be at least minimally helpful to know and get some kind of acknowledgement of the support request.

Sure, some call centre systems will give you an estimated time of how long you might expect to wait to talk to someone. But we don't have that here. And that's a part of what we came here for. Save our money paying for your services because your costs are lower partly due to not having a call centre. Fine.

As it is though, a request just disappears into a black hole of radio silence.

An auto-reply saying something like "we have received your request, you're in the queue, submitting another request will drop you down to the bottom of the queue".

But then...what if the customer has another support request on a different topic? Will that cause the first topic to be ignored altogether as the new request is now at the bottom?

As with @JDT, a customer gets in the queue asking a particular question. You get to it in the queue. Then further on you find the same question from the same customer. Just ignore it and carry on with the queue. If that customer submitted another different request and you come to it then deal with the now new other request.

Still lovin' PM though. Thanks for all your work.

Re: Timeframe to hear back from @Moderator_Team

austinhuang — Fri, 10 Aug 2018 15:16:57 GMT

Actually I did get a post in r/PublicMobile saying mods are slow at this moment.

Maybe a daily updated page about mod workload / expected response time will be good. Something like this.

Re: Timeframe to hear back from @Moderator_Team

Anonymous — Sat, 11 Aug 2018 02:53:37 GMT

@austinhuang wrote:
Actually I did get a post in r/PublicMobile saying mods are slow at this moment.
Maybe a daily updated page about mod workload / expected response time will be good. Something like this.

That post was from a fellow customer/user in the community...not a mod or automated.

That kind of processing time estimate would be costly for a low-budget service provider such as this. Would be nice...I would think highly unlikely to be put on.

Re: Timeframe to hear back from @Moderator_Team

cappaj — Fri, 10 Aug 2018 15:56:01 GMT

@CS_Agent wrote:
Hello everyone!

We hope you're doing well!

We sincerely apologize for the long wait for a response to your messages, however, kindly note that when you send multiple messages, you're only delaying the response as you lose your priority in the queue. In fact, for every new message you send, you go back at the bottom of the queue; so if you send 3 messages for instance, you will be back at the bottom of the queue for the 2 other times you've sent a message. Considering the high volume of messages we're currently experiencing, this delays the responses even more.

We understand that you need assistance with your inquiries and we are doing our best to respond to everyone of you however, it would be very much appreciated if you could send just one message in order to avoid much longer waiting time.

Thanks again for your patience and understanding!

I think this is something a lot of people are unaware of - maybe adding this info as an FAQ to the official post on contacting Mods would be a good idea? e.g., "What happens if I send multiple messages to the mods?" "You'll be reset to the bottom of the queue, etc...."

https://productioncommunity.publicmobile.ca/t5/Announcements/Changes-to-our-Support-structure/m-p/168465

(I assume that's the official post on contacting Mods, it's where the "specific post on how to reach them in the Community" link near the bottom of the Plans page directs you.)

Re: Timeframe to hear back from @Moderator_Team

ShawnC13 — Fri, 10 Aug 2018 16:10:18 GMT

@Dunkman wrote:
Waiting 72 hours is really unacceptable even if it is a good deal. For people who use their mobile phones for business, the slow response can cause undue hardship. The last week has been bad. Moderators are trying their best, but I guess that they are overwhelmed. Hopefully, things will improve in the next week.

I have never and probably will never recommend PM to someone who uses their phone for business. It is great for personal use but if my pay cheque depended on it I wouldn't have PM as my provider. If they need fast service with issues a third tier provider is not for them.

Re: Timeframe to hear back from @Moderator_Team

Daluz — Sat, 11 Aug 2018 02:06:02 GMT

This is too much still have not heard anything back... this is a joke

Re: Timeframe to hear back from @Moderator_Team

sam416 — Sat, 11 Aug 2018 06:01:38 GMT

I have enough funds on my account and it has been suspended , I can't reach moderator this time,aNY help . How to get moderator ?

Re: Timeframe to hear back from @Moderator_Team

JL9 — Sat, 11 Aug 2018 06:10:20 GMT

The private message is the way to contact the mods. They have a higher than usual workload due to some issues, and weekends are a tough time usually.

Once it settles down the response time should be ramped up to the quicker times we are used to.

Re: Timeframe to hear back from @Moderator_Team

jp2 — Sat, 11 Aug 2018 06:21:26 GMT

There are so many promos lately everyone is trying to switch at the same time.