topic Re: New customer is placed into wrong plan in Get Support

New customer is placed into wrong plan

sparktime — Wed, 05 Jan 2022 11:46:17 GMT

just came back from store and realized the rep place my new activated sim card on the wrong plan, can you correct it? thanks

Re: New customer is placed into wrong plan

NDesai — Sat, 02 Mar 2019 19:03:15 GMT

@sparktime Only the Mod team can correct this. So you will need to send a private message to the Moderator_Team and they will get in touch with you shortly.

Re: New customer is placed into wrong plan

wetcoaster — Sat, 02 Mar 2019 19:05:46 GMT

Use this link to send a private message to the @Moderator_Team.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: New customer is placed into wrong plan

Jackhyf63 — Sat, 02 Mar 2019 19:15:14 GMT

@sparktime you should send a private message to moderator Include your phone number, PM SIM card number, and e-mail address.

Re: New customer is placed into wrong plan

NDesai — Sat, 02 Mar 2019 19:52:30 GMT

@Jackhyf63 wrote:
@sparktime you should send a private message to moderator Include your phone number, PM SIM card number, and e-mail address.

No need to provide those details as the verification method has been changed a while ago.

Re: New customer is placed into wrong plan

sparktime — Sat, 02 Mar 2019 22:19:28 GMT

Thanks everyone for the help, new to the community. I did send private message to the mods in the last 3 hours and still waiting for someone to get back to me, is it normal that everyone experience such a slowness?

Re: New customer is placed into wrong plan

CellGirl — Sat, 02 Mar 2019 23:09:39 GMT

@sparktime wrote:
@Moderator_Team

just came back from store and realized the rep place my new activated sim card on the wrong plan, can you correct it? thanks

@sparktime

I find when getting a SIM activated at a kiosk, it's best to watch the computer screen as the 'kiosk employee' selects my plan options, because I've seen them choose the wrong options and thankfully had them correct it before activation.

The mods will help you with your plan, but it may take up to 2 days.

Re: New customer is placed into wrong plan

sparktime — Sat, 02 Mar 2019 23:19:03 GMT

Yes, but 'kiosk employee' did everything on her small cellphone screen, no laptop or monitor I can peek at all. Worst thing is the brochure she presented to me has only ONE $20 plan which is the one I want. Never thought about double-check on the spot. 🙂

And now I can feel the 'good' customer service everyone is talking about, will see how long it will take to get me there.

Re: New customer is placed into wrong plan

missorange — Sat, 02 Mar 2019 23:19:55 GMT

The sales in the store may not know the plans as you do. especially when you said you want $plan, but they may think different one so choose wrong one. so you need to watch the screen when they select the plan..

Re: New customer is placed into wrong plan

cavemantoronto — Sun, 03 Mar 2019 06:33:57 GMT

The only way for the moderators to fix this would be to add a credit for plan price and then do immediate plan change to correct plan.

Re: New customer is placed into wrong plan

Lieux — Sun, 10 Mar 2019 18:50:29 GMT

@sparktime wrote:
Yes, but 'kiosk employee' did everything on her small cellphone screen, no laptop or monitor I can peek at all. Worst thing is the brochure she presented to me has only ONE $20 plan which is the one I want. Never thought about double-check on the spot. 🙂

And now I can feel the 'good' customer service everyone is talking about, will see how long it will take to get me there.

Is it legal that a kiosk employee did the activation with HER PHONE???

Re: New customer is placed into wrong plan

srlawren — Sun, 10 Mar 2019 21:14:36 GMT

@Lieux wrote:
Is it legal that a kiosk employee did the activation with HER PHONE???

@Lieux I doubt it's illegal, but it definitely doesn't sound like it's the right procedure.

Re: New customer is placed into wrong plan

srlawren — Sun, 10 Mar 2019 21:16:17 GMT

@wetcoaster wrote:
Use this link to send a private message to the @Moderator_Team.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

@wetcoaster FYI that article doesn't exist any more. I like linking How to Get Help, but The Public Mobile Moderator Team is good too--it's basically a subset of How to Get Help, it seems.

Re: New customer is placed into wrong plan

wetcoaster — Mon, 11 Mar 2019 01:03:00 GMT

@srlawren wrote:
@wetcoaster wrote:
Use this link to send a private message to the @Moderator_Team.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

@wetcoaster FYI that article doesn't exist any more. I like linking How to Get Help, but The Public Mobile Moderator Team is good too--it's basically a subset of How to Get Help, it seems.

Thanks, @srlawren.

I actually checked the links when I posted in this thread a week ago (March 2) and it was fine.

I posted it again after the updates to the help section (March 5) without taking the time to double check, and I'm sorry about the inconvenience this may have caused. However, I will not go back and update the roughly 600 or 700 posts I have posted that link in.