topic Re: Slow responses from mods in Get Support

Slow responses from mods

Klane — Wed, 05 Jan 2022 13:05:46 GMT

@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.

Even fizz has live chat ... PM is a sad excuse for a "provider".

Re: Slow responses from mods

RossN — Mon, 17 Jun 2019 23:09:23 GMT

is there anything we can help you with here?

Re: Slow responses from mods

dabr — Mon, 17 Jun 2019 23:09:44 GMT

@Klane wrote:
@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.
Even fizz has live chat ... PM is a sad excuse for a "provider".

Agree response time should be much better and there seems to be no way to sort out priority issues from minor ones so that they can get priority!

Re: Slow responses from mods

Roger3 — Mon, 17 Jun 2019 23:12:56 GMT

My experience is that generally they respond quickly within a day.

Re: Slow responses from mods

Anonymous — Mon, 17 Jun 2019 23:17:35 GMT

@Klane wrote:
@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.
Even fizz has live chat ... PM is a sad excuse for a "provider".

Alan_K has a boss. I'm sure he's doing all he can with the resources provided to him. Telus doesn't appear to want to give much of any resources to a low budget outfit and are content to siphon what revenue they can get into their coffers. But I'd rather rates be as low as they can get away with. The rare time service is needed then just have to know to wait.

Re: Slow responses from mods

dabr — Mon, 17 Jun 2019 23:18:25 GMT

@Roger3 wrote:
My experience is that generally they respond quickly within a day.

While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend. My issue was already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services. There needs to be a way for anyone without service to get priority.

Re: Slow responses from mods

Anonymous — Mon, 17 Jun 2019 23:21:08 GMT

@dabr wrote:
@Roger3 wrote:
My experience is that generally they respond quickly within a day.
While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend. My issue was already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services. There needs to be a way for anyone without service to get priority.

I dunno. Then everybody comes up with their hard luck story. So then the mods have to judge how real the story is.

First come - first served. If it's easy...Next!

Re: Slow responses from mods

dabr — Mon, 17 Jun 2019 23:23:42 GMT

@Anonymous wrote:
@dabr wrote:
@Roger3 wrote:
My experience is that generally they respond quickly within a day.
While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend. My issue was already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services. There needs to be a way for anyone without service to get priority.
I dunno. Then everybody comes up with their hard luck story. So then the mods have to judge how real the story is.
First come - first served. If it's easy...Next!

I know there's no way to easily verify which user's issue is more urgent. Luckily it looks like it's been a lot quieter lately.

Re: Slow responses from mods

will13am — Mon, 17 Jun 2019 23:48:09 GMT

@Anonymous wrote:
@Klane wrote:
@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.
Even fizz has live chat ... PM is a sad excuse for a "provider".
Alan_K has a boss. I'm sure he's doing all he can with the resources provided to him. Telus doesn't appear to want to give much of any resources to a low budget outfit and are content to siphon what revenue they can get into their coffers. But I'd rather rates be as low as they can get away with. The rare time service is needed then just have to know to wait.

Now that Public Mobile has grown a ton since the early days, the excuse has worn quite thin that they can't afford to have enough moderators to ensure a 2-4 hour response time rather than 2-4 days. That said, I don't interact with the moderators that much but when I do, I am serviced quite quickly. No, I don't have the number to the red phone.

Re: Slow responses from mods

popping — Mon, 17 Jun 2019 23:55:51 GMT

It is just the expectation subscriber has.

I did my research before jointing PM and I am fine with the 2 - 3 days wait for support before jointing PM 11 months ago.

Those had not done the research what to expect from PM support. The 2 -3 days wait time is a big surprise to them.

PM is a DIY service similer to the freephoneline DIY VoIP home phone service.

PM subscribers need to know between a locked/unlocked phone and how to setup APN etc.

The freephoneline subscriber need to know what is a locked ATA and how to configure it for the freephoneline VoIp service.

Althrough PM is a DIY service, but you are not DIY. We are here to help.

Re: Slow responses from mods

popping — Tue, 18 Jun 2019 00:04:21 GMT

@will13am wrote:
@Anonymous wrote:
@Klane wrote:
@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.
Even fizz has live chat ... PM is a sad excuse for a "provider".
Alan_K has a boss. I'm sure he's doing all he can with the resources provided to him. Telus doesn't appear to want to give much of any resources to a low budget outfit and are content to siphon what revenue they can get into their coffers. But I'd rather rates be as low as they can get away with. The rare time service is needed then just have to know to wait.

Now that Public Mobile has grown a ton since the early days, the excuse has worn quite thin that they can't afford to have enough moderators to ensure a 2-4 hour response time rather than 2-4 days. That said, I don't interact with the moderators that much but when I do, I am serviced quite quickly. No, I don't have the number to the red phone.

Direct line to the red phone... LOL

Those members, who are on this forum for a while, will know when is the time to send a private message to moderator for help. When to just ask the question to forum members for help. With this knowledge, we send private message to moderator as soon as problem shows up. This will reduce the service outage time to minimum.

Re: Slow responses from mods

horsegentler — Tue, 18 Jun 2019 01:42:33 GMT

Often weaknesses in one way are strengths in another. I'm pretty new here. But with everyone on the community who knows what they're talking about, responses from helpful people come in pretty quick I've noticed. So while not having dedicated staff can be a weakness, I certainly appreciate the community feel (and the potential rewards), and the less expensive service that comes with it.

Maybe eventually Canada won't be the most expensive in the world in terms of cell service!

Re: Slow responses from mods

Klane — Tue, 18 Jun 2019 02:36:47 GMT

Unfortunately it's an account issue that requires a mod to fix, the kind that would be done in 2 mins with Chatr.

Re: Slow responses from mods

Klane — Tue, 18 Jun 2019 02:41:49 GMT

@Anonymous wrote:
@Klane wrote:
@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.
Even fizz has live chat ... PM is a sad excuse for a "provider".
Alan_K has a boss. I'm sure he's doing all he can with the resources provided to him. Telus doesn't appear to want to give much of any resources to a low budget outfit and are content to siphon what revenue they can get into their coffers. But I'd rather rates be as low as they can get away with. The rare time service is needed then just have to know to wait.

Sure he does and I want them both to know the service levels are unacceptable. If they want more customers or to keep what they have, the support team must grow. Also being a tier3 carrier is no excuse PM is the ONLY that you cant call or chat with support.

Re: Slow responses from mods

Klane — Tue, 18 Jun 2019 02:44:34 GMT

@dabr wrote:
@Roger3 wrote:
My experience is that generally they respond quickly within a day.
While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend. My issue was already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services. There needs to be a way for anyone without service to get priority.

1-2 days is unacceptable when I cant use my phone when the fix will take 1-2 mins with every other provider

Re: Slow responses from mods

Klane — Tue, 18 Jun 2019 02:48:28 GMT

@Anonymous wrote:
@dabr wrote:
@Roger3 wrote:
My experience is that generally they respond quickly within a day.
While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend. My issue was already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services. There needs to be a way for anyone without service to get priority.
I dunno. Then everybody comes up with their hard luck story. So then the mods have to judge how real the story is.
First come - first served. If it's easy...Next!

The solution is simple, a properly sized support team and offer chat support.

Re: Slow responses from mods

Klane — Tue, 18 Jun 2019 02:53:49 GMT

@dabr wrote:
@Anonymous wrote:
@dabr wrote:
@Roger3 wrote:
My experience is that generally they respond quickly within a day.
While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend. My issue was already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services. There needs to be a way for anyone without service to get priority.
I dunno. Then everybody comes up with their hard luck story. So then the mods have to judge how real the story is.
First come - first served. If it's easy...Next!
I know there's no way to easily verify which user's issue is more urgent. Luckily it looks like it's been a lot quieter lately.

My point exactly.... I thought service would improve since the service issue have slowed down and I still cant get a response in a day.... I am very frustrated and think it's time to get a new phone, full 4G all the time and real service for a few more $ with Koodo

Re: Slow responses from mods

dabr — Tue, 18 Jun 2019 03:01:56 GMT

@Klane wrote:
@dabr wrote:
@Roger3 wrote:
My experience is that generally they respond quickly within a day.
While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend. My issue was already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services. There needs to be a way for anyone without service to get priority.
1-2 days is unacceptable when I cant use my phone when the fix will take 1-2 mins with every other provider

Sorry to hear you can't use your phone, and generally I agree that PM's response time should be less than two days for anyone without service. Having said, PM advertises itself as the phone company without phone support, so anyone signing up should be aware. I wouldn't recommend PM for anyone who doesn't have another phone to fall back on should something crop up with their phone here. Personally speaking I've been here just over a year and never had an issue where my phone service is not available, so can only imagine how frustrating that must be. PM probably isn't a good fit for all users, so anyone should assess their usage needs before signing up here.

Re: Slow responses from mods

Klane — Tue, 18 Jun 2019 03:07:17 GMT

@will13am wrote:
@Anonymous wrote:
@Klane wrote:
@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.
Even fizz has live chat ... PM is a sad excuse for a "provider".
Alan_K has a boss. I'm sure he's doing all he can with the resources provided to him. Telus doesn't appear to want to give much of any resources to a low budget outfit and are content to siphon what revenue they can get into their coffers. But I'd rather rates be as low as they can get away with. The rare time service is needed then just have to know to wait.

Now that Public Mobile has grown a ton since the early days, the excuse has worn quite thin that they can't afford to have enough moderators to ensure a 2-4 hour response time rather than 2-4 days. That said, I don't interact with the moderators that much but when I do, I am serviced quite quickly. No, I don't have the number to the red phone.

Exactly my point... the excuses dont fly, they need more support.

Also I know you are smart and should realize that the public here gets shafted and you get priority treatment because of being an Oracle.

Re: Slow responses from mods

Klane — Tue, 18 Jun 2019 03:00:42 GMT

@popping wrote:
It is just the expectation subscriber has.

I did my research before jointing PM and I am fine with the 2 - 3 days wait for support before jointing PM 11 months ago.

Those had not done the research what to expect from PM support. The 2 -3 days wait time is a big surprise to them.

PM is a DIY service similer to the freephoneline DIY VoIP home phone service.
PM subscribers need to know between a locked/unlocked phone and how to setup APN etc.
The freephoneline subscriber need to know what is a locked ATA and how to configure it for the freephoneline VoIp service.

Althrough PM is a DIY service, but you are not DIY. We are here to help.

Agreed all that is true, and I can do everything need for self serve, config ect... my issue is I need a mod to fix my account on the backend.