topic Re: Email says SIM card delivered. No Sim Card, Tickets ignored in Get Support

Email says SIM card delivered. No Sim Card, Tickets ignored

sygoomei — Tue, 04 Jan 2022 09:47:02 GMT

Hello!

I have been helping my wife transition to PM, but we've hit a snag. The last e-mail, from December 10th, says that the SIM card was delivered. In the 10 years I've lived here, no one has ever had mail go missing--so my thinking is not thievery. However, she has submitted two tickets now (~11 days ago and 7 days ago) and both have gone unanswered. Is there anyone I can reach out to, to escalate this case?

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

HALIMACS — Mon, 27 Dec 2021 18:11:27 GMT

@sygoomei wrote:
Hello!

I have been helping my wife transition to PM, but we've hit a snag. The last e-mail, from December 10th, says that the SIM card was delivered. In the 10 years I've lived here, no one has ever had mail go missing--so my thinking is not thievery. However, she has submitted two tickets now (~11 days ago and 7 days ago) and both have gone unanswered. Is there anyone I can reach out to, to escalate this case?

Regrettably not, @sygoomei

If you feel there has been stolen items, you may need to deal with the courier/delivery service.

If you feel Public Mobile has failed in their obligation to deliver a product, you can request to escalate to a more senior Customer Service Agent, however you'll still need to use the chatbot on the lower right to initiate a support ticket.

Another option is to acquire a PM SIM card from a local retailer as a stop-gap measure. This may cost $10, however at least you'll have it to activate and benefit from the current holidays deals and promotions.

Plus, it's always good to have a spare SIM card on hand for unforeseen circumstances.

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

Dunkman — Mon, 27 Dec 2021 18:10:11 GMT

@sygoomei

You should have received your SIM card by now. Did you submit ticket or send a private message to customer service agent? Response times should be within 48 hours (max).

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

Anonymous — Mon, 27 Dec 2021 18:13:19 GMT

@sygoomei

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent

you need re-send a private message to Customer Support Agent by Click Here link,

please include in your message,
phone number,
Tickets unmber,
Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck...

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

hTideGnow — Mon, 27 Dec 2021 18:17:14 GMT

HI @sygoomei , you should have got the SIM by now. It could be Canada Post delivered wrong or lost mail. As advised above, open a ticket with PM. You can do this with Chatbot on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page quicker:

Type: did not receive my sim card
Then click "Contact Us" ,
and then click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

Spudster — Mon, 27 Dec 2021 18:23:21 GMT

Heck @sygoomei , that's unacceptable. This place has gone downhill in recent weeks with the More the Merrier campaign utilizing WAY too much resources to implement. They just should have ADDED the promotional items without any need for anyone to do anything.

Here's what I'd do: (i'm sure there are those here who will lambaste me - oh well 😑)

Look at the Community homepage under the Announcements. See all those users with the PM designation in a blue box - they're Public Mobile employees.

Let them know your dissatisfaction with the service you have received from the CSA group by private messaging them. Ask that THEY assign the correct PM staff member to review your concern.

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

sygoomei — Mon, 27 Dec 2021 18:32:55 GMT

Thank you all for your help. I have started with the CS agent route suggested above. Seeing as I've only got my wife's side of the story, I would prefer to start with low hanging fruit first.

To the person who said it's good to have a secondary sim card. What? Why? The only people I've seen swapping SIM cards are drug dealers on TV. What legitimate use would an end-user have for multiple SIM cards?

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

HALIMACS — Mon, 27 Dec 2021 18:38:23 GMT

@sygoomei wrote:
To the person who said it's good to have a secondary sim card. What? Why? The only people I've seen swapping SIM cards are drug dealers on TV. What legitimate use would an end-user have for multiple SIM cards?

That was me, @sygoomei

Having a secondary SIM card means that if something were to happen with your SIM card (damaged, lost, stolen, became unfunctional for various reasons), then you'd have a back-up to use the Change SIM card field in self-serve.

This way, you'd not have to wait or go out and purchase another one - you'd already have it.

ALSO, if someone were to want to join Public Mobile, and they were prepared to use your referral code, you might want to sweeten the deal for them and provide them a SIM card. A small price to pay for the referral reward that comes with referring someone.

I always generally have a spare hanging around.

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

0PX9O4 — Mon, 27 Dec 2021 18:39:28 GMT

For what it's worth, I ordered a couple SIM cards just over a week ago. They were sent from a warehouse in Mississauga and delivered to my address in Toronto by UPS Standard on December 20th.

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

Spudster — Mon, 27 Dec 2021 18:41:39 GMT

Wait, drug dealers swap SIM cards?

Gee, and i thought all along they just buy burner phones to throw in the river after a deal is done ...

But... what do i know? 😉

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

hTideGnow — Mon, 27 Dec 2021 18:43:54 GMT

@Spudster wrote:
Heck @sygoomei , that's unacceptable.

HI @Spudster , I think you posted on the wrong thread. While what you said about the Merrier promotion problem is true, this has nothing to do with OP's problem.

The SIM card issue, blaming on PM is unfair. PM already sent out the SIM. If service is unacceptable, then it is like Canada Post's service that is unacceptable.

You shouldn't hijack this post 🙂

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

CountyDownIeUk — Mon, 27 Dec 2021 19:10:45 GMT

*@0PX9O4 wrote:
For what it's worth, I ordered a couple SIM cards just over a week ago. They were sent from a warehouse in Mississauga and delivered to my address in Toronto by UPS Standard on December 20th.

@sygoomei

Right.....perhaps OP is taking the wrong direction. Mine were also delivered by UPS. One package left on porch (by a contractor) and one done properly and driver took our signature.

So OP did you order from PM? If yes what does the tracking indicate? If was undeliverable for some reason....where is your local UPS (not Canada Post) pick up location?

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

Spudster — Mon, 27 Dec 2021 18:56:36 GMT

@hTideGnow wrote:

HI @Spudster , I think you posted on the wrong thread. While what you said about the Merrier promotion problem is true, this has nothing to do with OP's problem.

The SIM card issue, blaming on PM is unfair. PM already sent out the SIM. If service is unacceptable, then it is like Canada Post's service that is unacceptable.

You shouldn't hijack this post 🙂

@hTideGnow , not hijacking this post at all.

The OP wrote, "However, she has submitted two tickets now (~11 days ago and 7 days ago) and both have gone unanswered. Is there anyone I can reach out to, to escalate this case?"

If I put any weight as to the veracity of what the OP wrote, then PM has a staffing problem.

I'm not exclusively saying one has lead to the other, however the non-responsiveness is what I was writing about in that reply, no so much the status of the SIM card delivery or who is to 'blame' for that.

Make sense now?

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

CountyDownIeUk — Mon, 27 Dec 2021 19:25:16 GMT

@Spudster wrote:
Heck @sygoomei , that's unacceptable. This place has gone downhill in recent weeks with the More the Merrier campaign utilizing WAY too much resources to implement.
With all respect to PM....that was their fault and their undertaking.
I certainly appreciate all the freebies received over the past 2 years. I feel like I have a Cadillac prepaid plan...I can call almost any where in the world.

They just should have ADDED the promotional items without any need for anyone to do anything.
Perhaps with different provincial regulations that this process of getting an invite and accepting it was one of the only ways that met them all.

Here's what I'd do: (i'm sure there are those here who will lambaste me - oh well 😑)
Consider your self just roasted on a spit over an open 🔥 😲

Look at the Community homepage under the Announcements. See all those users with the PM designation in a blue box - they're Public Mobile employees.
Yes I see but how many others are support workers, not listed?

Let them know your dissatisfaction with the service you have received from the CSA group by private messaging them. Ask that THEY assign the correct PM staff member to review your concern.
I am very satisfied as they did a great job to ensure MORE customers received More the Merrier this year, they way they did it, and the efforts made to rectify the process. Hopefully with the glitches removed...it will be the method used in the future. GREAT JOB PM!!

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

DOA — Mon, 27 Dec 2021 19:31:12 GMT

I'm guessing you live in an apartment or condo and it was delivered by UPS, which has no access to your mailbox.

UPS has begun dumping packages in building mail rooms and tons of stuff has gone missing in my building.

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

CountyDownIeUk — Mon, 27 Dec 2021 19:45:52 GMT

@DOA wrote:
I'm guessing you live in an apartment or condo and it was delivered by UPS, which has no access to your mailbox.

UPS has begun dumping packages in building mail rooms and tons of stuff has gone missing in my building.

Exactly. @sygoomei needs to first verify they have a UPS tracking that indicates delivered or undeliverable and needs to pick up at a UPS store or agent. And if a condo or apartment, do a clean sweep x 3 of every nook and cranny of the lobby and contact the building manager. There are other alternatives to receiving a SIM card by Canada Post mail and the OP can PM me, if they wish.

Edit: @sygoomei you may have had a sloppy/lazy, poorly trained UPS contractor do the delivery.

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

BKNS27 — Mon, 27 Dec 2021 19:51:19 GMT

@sygoomei

I would suggest you go to your local London Drugs to get a free PM SIM and free hassle free activation before the More is Merrier promo expires.

Remember to use your Referral Code for the 6 x $5 credit for 6 months and your wife will get $10 credit on her next PM bill.

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

Spudster — Mon, 27 Dec 2021 19:48:50 GMT

@CountyDownIeUk wrote:
@Spudster wrote:
Heck @sygoomei , that's unacceptable. This place has gone downhill in recent weeks with the More the Merrier campaign utilizing WAY too much resources to implement.
With all respect to PM....that was their fault and their undertaking.
I certainly appreciate all the freebies received over the past 2 years. I feel like I have a Cadillac prepaid plan...I can call almost any where in the world.
As do I, @CountyDownIeUk - but this isn't about me, it's about the OP.

They just should have ADDED the promotional items without any need for anyone to do anything.
Perhaps with different provincial regulations that this process of getting an invite and accepting it was one of the only ways that met them all.
Perhaps that's the case, but that still doesn't help meet demand for support possibly being affected.

Here's what I'd do: (i'm sure there are those here who will lambaste me - oh well 😑)
Consider your self just roasted on a spit over an open 🔥 😲
Yeah, yeah, yeah - what do i care. This OP says they have long-standing CSA requests, I'd be private messaging anyone with a PM designation to express my displeasure.

Look at the Community homepage under the Announcements. See all those users with the PM designation in a blue box - they're Public Mobile employees.
Yes I see but how many others are support workers, not listed?
Many of them may be support workers, and unable to directly assist, but I'm sure if they want what's best for their customer, they'll help.

Let them know your dissatisfaction with the service you have received from the CSA group by private messaging them. Ask that THEY assign the correct PM staff member to review your concern.
I am very satisfied as they did a great job to ensure MORE customers received More the Merrier this year, they way they did it, and the efforts made to rectify the process. Hopefully with the glitches removed...it will be the method used in the future. GREAT JOB PM!!
I agree. Again, not about OUR experience. My response is about helping this OP at least get a response so they can get the SIM, get activated, and get the rewards the rest of us have!!!

Great back & forth @CountyDownIeUk 👍

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

CountyDownIeUk — Mon, 27 Dec 2021 19:54:38 GMT

@BKNS27 wrote:
@sygoomei
I would suggest you go to your local London Drugs to get a free PM SIM and free hassle free activation before the More is Merrier promo expires.
Remember to use your Referral Code for the 6 x $5 credit for 6 months.

Since when did London Drugs offer free SIMS? Keep in mind @sygoomei London Drugs is in the west only. Better yet is to take a CCS plan for a few bucks off, get a referral code to use for another 10 bucks off, a free SIM card in the mail too. But contact them to get your More the Merrier. Or PM me for help as well.

Re: Email says SIM card delivered. No Sim Card, Tickets ignored

hTideGnow — Mon, 27 Dec 2021 20:02:40 GMT

Hi @sygoomei

Actually, what @BKNS27 suggested was right if you are activating $15 or $25 plans, you can go to London Drug, or Walmart or Loblaws and have them activate for you and they will give you the SIM for free.

(but if you activating $35 or above, then you should buy the SIM and activate on line with 2GBBonus to earn extra monthly 2GB data)