topic Re: [Day 3] no service, still no response in Get Support

[Day 3] no service, still no response

deweydb — Wed, 05 Jan 2022 11:15:13 GMT

Hey @CS_Agent why are you ignoring my ticket and answering other newer tickets first?

Re: [Day 3] no service, still no response

austinhuang — Thu, 06 Dec 2018 14:16:06 GMT

Do remember that

You should be patient and not make several threads complaining.
Only your latest message wil be considered for response time. Do not send another message as it will push you further back in the queue. https://productioncommunity.publicmobile.ca/t5/Discussions/Horrible-customer-service/m-p/290429#M80283

Re: [Day 3] no service, still no response

will13am — Thu, 06 Dec 2018 14:17:15 GMT

@deweydb, the moderators are not ignoring anyone's private messages. The response time right now is around 3 days. A promo just ended. It is quite possible that they have backlog of account problems to work down.

Re: [Day 3] no service, still no response

Dunkman — Thu, 06 Dec 2018 14:45:49 GMT

@deweydb

It is still controversial on whether multiple moderator requests from same user will put the person lower on the job queue. Some moderators have mentioned: Yes, it will lenghten your wait time (as mentioned in above thread), while others NO, it will not lengthen your wait. There is no official policy that I know of....

The best request to moderator is a detailed message with all the relevant information including your phone number, your account number and PIN code. Since it is not live chat, the fewer back and forth interactions with moderators, the quicker your problem will be resolved.

Re: [Day 3] no service, still no response

mimmo — Thu, 06 Dec 2018 14:51:52 GMT

@deweydb it was clearly stated by @Mary_M (a senior mod) that multiple messages slows reply time, but does not put you at the bottom of the queue.

Not sure where that post is but it does exist

Re: [Day 3] no service, still no response

austinhuang — Thu, 06 Dec 2018 14:53:08 GMT

@mimmo wrote:
@deweydb it was clearly stated by @Mary_M (a senior mod) that multiple messages slows reply time, but does not put you at the bottom of the queue.

Not sure where that post is but it does exist

https://productioncommunity.publicmobile.ca/t5/Discussions/Horrible-customer-service/m-p/290429#M80283

"this pushes you further in the wait line, as our system will take into consideration your most recent message."

Re: [Day 3] no service, still no response

mimmo — Thu, 06 Dec 2018 15:20:49 GMT

@austinhuang

https://productioncommunity.publicmobile.ca/t5/Discussions/Timeframe-to-hear-back-from-Moderator-Team/m-p/272220#M77132

"I wanted to clarify something in regards to what my colleague had stated that to the tools we use. Sending multiple requests does not bump you or make you lose priority - if you send me an initial message on Tuesday 2pm, and then send me another one Wednesday 3pm, it will not lose Tuesday's priority.

Re: [Day 3] no service, still no response

MoreYummy — Thu, 06 Dec 2018 15:31:14 GMT

Their reply rate is slow down again. 3 days is not acceptable no matter what.

There was a confirmation that the new message will not push the older message to lower piority.

Re: [Day 3] no service, still no response

austinhuang — Thu, 06 Dec 2018 16:23:03 GMT

@mimmo wrote:
@austinhuang
https://productioncommunity.publicmobile.ca/t5/Discussions/Timeframe-to-hear-back-from-Moderator-Team/m-p/272220#M77132

"I wanted to clarify something in regards to what my colleague had stated that to the tools we use. Sending multiple requests does not bump you or make you lose priority - if you send me an initial message on Tuesday 2pm, and then send me another one Wednesday 3pm, it will not lose Tuesday's priority.

My source is in October. Yours is in September. I guess we can agree on that the mods send conflicting messages.

Re: [Day 3] no service, still no response

mimmo — Thu, 06 Dec 2018 16:26:55 GMT

@Mary_M can you clarify this issue once again?

Re: [Day 3] no service, still no response

mimmo — Thu, 06 Dec 2018 16:34:00 GMT

@austinhuang that reply was a comment to a similar post. I would trust what Mary says as she is one of the most senior mods. I did tag her aasking for clarification so that we have a December point of reference.

Re: [Day 3] no service, still no response

stonechucker — Thu, 06 Dec 2018 17:00:25 GMT

The delay that is experienced is the volume of messages that build up, and having to read each of the from one user submission, causing delays in efficiency.

The order is not changed in which is responded to first, or certainly. Shouldn’t be, as we’ve been reminded over and over and over that no one issue is more important than another, all requests are dealt win in first in, first out order.

After 2 years, this is still a broken record, broken record, broken record.

Re: [Day 3] no service, still no response

deweydb — Thu, 06 Dec 2018 18:17:22 GMT

@austinhuang wrote:
Do remember that
You should be patient and not make several threads complaining.
Only your latest message wil be considered for response time. Do not send another message as it will push you further back in the queue. https://productioncommunity.publicmobile.ca/t5/Discussions/Horrible-customer-service/m-p/290429#M80283

I didn't send multiple messages.

Re: [Day 3] no service, still no response

deweydb — Thu, 06 Dec 2018 18:17:49 GMT

@Dunkman wrote:
@deweydb
It is still controversial on whether multiple moderator requests from same user will put the person lower on the job queue. Some moderators have mentioned: Yes, it will lenghten your wait time (as mentioned in above thread), while others NO, it will not lengthen your wait. There is no official policy that I know of....

The best request to moderator is a detailed message with all the relevant information including your phone number, your account number and PIN code. Since it is not live chat, the fewer back and forth interactions with moderators, the quicker your problem will be resolved.

Their knowledge base actually suggests NOT to do this. LOL

Re: [Day 3] no service, still no response

deweydb — Thu, 06 Dec 2018 18:18:25 GMT

@mimmo wrote:
@austinhuang
https://productioncommunity.publicmobile.ca/t5/Discussions/Timeframe-to-hear-back-from-Moderator-Team/m-p/272220#M77132

"I wanted to clarify something in regards to what my colleague had stated that to the tools we use. Sending multiple requests does not bump you or make you lose priority - if you send me an initial message on Tuesday 2pm, and then send me another one Wednesday 3pm, it will not lose Tuesday's priority.

I didn't send multiple messages. Jeeze what's with all the vicitim blaming on this forum?

Re: [Day 3] no service, still no response

austinhuang — Thu, 06 Dec 2018 18:19:03 GMT

@deweydb wrote:
@austinhuang wrote:
Do remember that
You should be patient and not make several threads complaining.
Only your latest message wil be considered for response time. Do not send another message as it will push you further back in the queue. https://productioncommunity.publicmobile.ca/t5/Discussions/Horrible-customer-service/m-p/290429#M80283
I didn't send multiple messages.

Okay.

If you have completely no service in 3 days, I believe that you're justified to use the last resort: Complain to CCTS.

Re: [Day 3] no service, still no response

deweydb — Thu, 06 Dec 2018 18:20:27 GMT

@stonechucker wrote:
The delay that is experienced is the volume of messages that build up, and having to read each of the from one user submission, causing delays in efficiency.

The order is not changed in which is responded to first, or certainly. Shouldn’t be, as we’ve been reminded over and over and over that no one issue is more important than another, all requests are dealt win in first in, first out order.

After 2 years, this is still a broken record, broken record, broken record.

Simply not true. I submitted my ticket at 11:08AM on the same day another user on this forum reported submitting theirs at 4PM. They received 2 responses prior to me receiving a response. I think they internally prioritize and delay responding to tickets that they know they don't have a solution for.

Re: [Day 3] no service, still no response

stonechucker — Thu, 06 Dec 2018 18:36:09 GMT

@deweydb, well if that in fact has happened, send another PM, copying your previous one to them, and ask why you’ve been skipped over. The policy is no selective choice of customer, everyone is served in turn.

Re: [Day 3] no service, still no response

deweydb — Thu, 06 Dec 2018 18:40:05 GMT

@stonechucker wrote:
@deweydb, well if that in fact has happened, send another PM, copying your previous one to them, and ask why you’ve been skipped over. The policy is no selective choice of customer, everyone is served in turn.

But as discussed here that would incurr further delays. Not a good option.

Re: [Day 3] no service, still no response

stonechucker — Thu, 06 Dec 2018 19:27:18 GMT

@deweydb, so you want to risk not getting it resolved? Good luck.

There is no further backlog, especially if you’re referencing a 3 day old message that you’ve not heard back from yet.