topic Re: Ten days and no response in Get Support

Ten days and no response

Natedmd — Tue, 04 Jan 2022 18:12:43 GMT

I posted on Nov 03 about an account activation failure, my card has been charged but other than that my account doesn't exist. I can't login, my SIM isn't active, and I can't use the SIM again. I've made posts, I've sent a PM, I've looked for other lines of support, and nothing so far. No response, no notice with any kind of ETA, my PM hasn't even been read.

If you want to charge people for a service, you have to give them service - and that includes support. I'm trying one last time to help you help me, otherwise I've no problem issuing a chrageback.

Re: Ten days and no response

hummuschips — Mon, 14 Nov 2016 12:10:33 GMT

Hi Natedmd,

Sorry to hear the problem you're having. I'll tag a mod (@Mary_M) again for you and hopefully they can take a look today at your account. Also, the mods have been known to change the start date of your plan to when they fix your issue so that you don't lose the days that you waited for the account to be fixed.

Last week, one person did have luck talking to the twitter account. You might want to try tweeting at them to see if you can get their attention.

Re: Ten days and no response

daredogg — Mon, 14 Nov 2016 14:17:39 GMT

@Natedmd you've been patient enough! I really think you need to jump out of queue and start tagging the moderators, and take it upon yourself to get your issue resolved. Time to start being the squeaky wheel!

I frequent this place quite a bit and after staying off for a few days, I'm really surprised to hear of some people like yourself are still not getting a response after a week! I thought this supposed "backlog" was caught up, but maybe not.

To those reading my posts today... sorry for going off, but I don't think it's acceptable that people are still being ignored.

Re: Ten days and no response

hummuschips — Mon, 14 Nov 2016 14:21:25 GMT

Yes, I agree with you @daredogg,

it's really unfair to see people get their problems fixed so quickly because they are being very loud on the forum while other people waited paitently for a week without making any noise on the community and get left in the dark.

Re: Ten days and no response

dzcheung — Mon, 14 Nov 2016 16:39:25 GMT

I have also been waiting more than a week for my phone number to be ported and have been doing my best to be civil yet at some point it does get fairly frustrating.

Re: Ten days and no response

Natedmd — Mon, 14 Nov 2016 17:18:43 GMT

@daredogg wrote:
@Natedmd you've been patient enough! I really think you need to jump out of queue and start tagging the moderators, and take it upon yourself to get your issue resolved. Time to start being the squeaky wheel!

You're not wrong, but as @hummuschips has alluded - I shouldn't have to. I'm the customer, it shouldn't be up to me to make sure support happens. It's not hard to see that the mods are overwhelmed with troubles here, so this isn't intented to criticism of them, but rather those who choose to commit what appears to be a bare minimum of resrouces to customer support.

Re: Ten days and no response

WearySky — Mon, 14 Nov 2016 20:30:55 GMT

Well, part of the problem with the squeaky wheel approach is that when all the wheels are squeaking, it's the same as if none of them are squeaking. Have you tried going the Twitter/Facebook routes? Some people have reported success at getting a quicker response via those avenues.

Re: Ten days and no response

curiouscorvid — Thu, 17 Nov 2016 06:43:03 GMT

Hey @Natedmd, I found your initial post about your account activation failure after I experienced the exact same issue. In my search I've not been able to find a solution. Have you heard back from anyone at PM on this issue?

Re: Ten days and no response

Natedmd — Thu, 17 Nov 2016 16:34:14 GMT

@curiouscorvid haha, nope. At this point I've given up hope, but I'll give it until Monday and then I'll issue a chargeback and then look into how to return the two sims I ordered.

Re: Ten days and no response

bruizeman — Thu, 17 Nov 2016 16:50:15 GMT

@Natedmd wrote:
@curiouscorvid haha, nope. At this point I've given up hope, but I'll give it until Monday and then I'll issue a chargeback and then look into how to return the two sims I ordered.

I'm in the same boat as you. This is getting more ridiculous by the day.

Re: Ten days and no response

daredogg — Thu, 17 Nov 2016 20:37:03 GMT

@bruizeman @Natedmd @curiouscorvid

Did any of you try using Twitter to get some support? @WearySky suggested this in their post, yet nobody mentioned if they tried it or not.

Re: Ten days and no response

bruizeman — Thu, 17 Nov 2016 21:45:55 GMT

Hey thanks @daredogg for the suggestion. I did tweet.

Re: Ten days and no response

curiouscorvid — Fri, 18 Nov 2016 02:27:54 GMT

Yeah I tried Twitter as well. Sent a tweet last night, but no response; I think I'll try again now. I did have partial success with porting my number/account creation with PM though. I can't login to my account (same as Natedmd), but I can send outgoing SMS and calls, and can use data with my PM SIM. However, I can't receive SMS or calls.

Fortunately for me, the Fido account I ported from is still working so I do have phone service while this is getting figured out.

Re: Ten days and no response

curiouscorvid — Fri, 18 Nov 2016 02:46:33 GMT

Sorry to hear that. Seems unlikely at this point, but hopefully they'll get to your issue before Monday. It's crazy how long you've been in the queue.

Re: Ten days and no response

Mary_M — Sat, 19 Nov 2016 20:29:04 GMT

Hey @Natedmd and @bruizeman

I have sent you both private messages 🙂 Kindly view it when you get the chance.

Cheers,

Mary

Re: Ten days and no response

omarahmed — Sat, 19 Nov 2016 20:48:12 GMT

Hi @Mary_M,

I am having a problem with my Rogers port and I have contacted 2 mods already but no answer.Can you please help me?

Re: Ten days and no response

Natedmd — Sat, 19 Nov 2016 22:51:14 GMT

Ah Mary - thank you!

It does indeed look like everything is working now. I've responded to your PM with just one small thing to clarify.

Thanks again!

Re: Ten days and no response

curiouscorvid — Sat, 19 Nov 2016 23:06:50 GMT

Hey @Mary_M

As shown by my messages in this thread, my activation issues seem to be similar to the issues reported by Natedmd and bruizeman. However, I've yet to receive a response, so it would be great if you could send me a private message as well when you get a chance.

Thanks

Re: Ten days and no response

razakanjee — Sun, 20 Nov 2016 03:18:29 GMT

Hi @Mary_M

I haven't heard back from any of the moderators. I signed up on Monday and my credit card was charged and I still don't have service.

Can someone please look into my account. I have sent numerous private messages and they all seem to be ignored.

Re: Ten days and no response

lindsaychoa — Tue, 22 Nov 2016 05:14:49 GMT

I just wanted to say I have the exact same problem as described by @Natedmd.

@Mary_M@Shazia_K@Brooke_C

Can you guys please help as I haven't had any luck in getting this fixed.

Regards,

Ryan