topic How can I speak directly to a rep because in Get Support

How can I speak directly to a rep because

Deborah15 — Wed, 05 Jan 2022 14:38:50 GMT

How can I speak to a rep , Simon didn't answer my questions accurately

Re: How can I speak directly to a rep because

Ed404 — Mon, 04 Nov 2019 17:45:09 GMT

Hi,

To speak directly with a representative online you'll need to message them here.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: How can I speak directly to a rep because

CS_Agent — Mon, 04 Nov 2019 17:56:54 GMT

Hi @Deborah15

I am happy to help. I recommend you to go online by accessing the link below and use SIMon and create a ticket so I can offer you further assistance.

https://www.publicmobile.ca/en/on/get-help

Bogdan_S

Re: How can I speak directly to a rep because

Triguy — Mon, 04 Nov 2019 18:04:45 GMT

You would need to submit a ticket to a moderator by clicking on the question mark on the bottom right.

Re: How can I speak directly to a rep because

PAULRANG18 — Mon, 04 Nov 2019 18:13:10 GMT

When clicking on ?, select ASK HUMAN option and proceed from there. That should get you through to a moderator by submitting the ticket.

Re: How can I speak directly to a rep because

PAULRANG18 — Mon, 04 Nov 2019 18:26:57 GMT

PM does not have call centres. That's how they keep prices low. The online community helps to answer most common questions and the moderators resolve any complicated issues.

Re: How can I speak directly to a rep because

geopublic — Mon, 04 Nov 2019 19:02:14 GMT

@Deborah15 Maybe ask the question here. One of the members might be able to help you. 🙂

Re: How can I speak directly to a rep because

kelvarnsen — Mon, 04 Nov 2019 19:17:57 GMT

The mods are pretty fast these days. I put in a ticket on Friday afternoon and got a reply within about 30 minutes.

Re: How can I speak directly to a rep because

computergeek541 — Mon, 04 Nov 2019 20:15:02 GMT

@Deborah15 wrote:
How can I speak to a rep , Simon didn't answer my questions accurately

Ironically, "speak to rep" works to open a ticket to contact the moderators. Your message actually made me try that, and from what I see, this is the fastest method that I know of.

Re: How can I speak directly to a rep because

computergeek541 — Mon, 04 Nov 2019 20:16:17 GMT

@Ed404 wrote:
Hi,

To speak directly with a representative online you'll need to message them here.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

That isn't the method that Public Mobile encourages members to use. Public Mobile asks customers to open tickets in SIMon whenever possible.

Re: How can I speak directly to a rep because

Ed404 — Mon, 04 Nov 2019 20:18:28 GMT

@computergeek541 wrote:
That isn't the method that Public Mobile encourages members to use. Public Mobile asks customers to open tickets in SIMon whenever possible.

I've been told several times that users should open tickets instead of messaging them. If that's the case why does the contact a moderator exist?

Thanks,

Re: How can I speak directly to a rep because

computergeek541 — Mon, 04 Nov 2019 20:30:52 GMT

@Ed404 wrote:

I've been told several times that users should open tickets instead of messaging them. If that's the case why does the contact a moderator exist?

The private messaging option exists because it the old way of getting help. It remains for situations in which a ticket cannot be opened in SIMon.

Getting help by sending a message is slower because there will be an extra step needed to verify the customer's identity. Additionally, issues submitted to moderators using private messaging are given a lower priority status.

Re: How can I speak directly to a rep because

Ed404 — Mon, 04 Nov 2019 20:32:22 GMT

@computergeek541 wrote:
The private messaging option exists because it the old way of getting help. It remains for situations in which a ticket cannot be opened in SIMon.

Getting help by sending a message is slower because there will be an extra step needed to verify the customer's identity. Additionally, issues submitted to moderators using private messaging are given a lower priority status.

Thanks for explaining how each one should be used.

Re: How can I speak directly to a rep because

dabr — Mon, 04 Nov 2019 20:34:54 GMT

@computergeek541 wrote:
@Deborah15 wrote:
How can I speak to a rep , Simon didn't answer my questions accurately
Ironically, "speak to rep" works to open a ticket to contact the moderators. Your message actually made me try that, and from what I see, this is the fastest method that I know of.

Yes just tried it too. That is the fastest way to get a ticket to contact moderators!

Re: How can I speak directly to a rep because

Luddite — Thu, 14 Nov 2019 17:04:22 GMT

@computergeek541 wrote:
@Deborah15 wrote:
How can I speak to a rep , Simon didn't answer my questions accurately
Ironically, "speak to rep" works to open a ticket to contact the moderators. Your message actually made me try that, and from what I see, this is the fastest method that I know of.

"Refund" also seems to work and is less typing.

Re: How can I speak directly to a rep because

computergeek541 — Fri, 15 Nov 2019 01:44:07 GMT

@Luddite wrote:
@computergeek541 wrote:
@Deborah15 wrote:
How can I speak to a rep , Simon didn't answer my questions accurately
Ironically, "speak to rep" works to open a ticket to contact the moderators. Your message actually made me try that, and from what I see, this is the fastest method that I know of.
"Refund" also seems to work and is less typing.

I just type "rep" now after a little experimenting.