topic Re: We’re listening in Get Support

We’re listening

Moid_I — Tue, 04 Jan 2022 18:18:38 GMT

Public Mobile is in BETA, which means we’re looking to continuously improve some aspects of our Community and website. To do so, the Public Mobile Community Team ( @Mat_F , @Jeremy_M, @Mansi_G, @Moid_I and @Caroline_B) is looking to our vibrant Community members to give us their feedback – good, bad or otherwise – of glitches you may come across. Our glitches may not be as cool as this

But we still want your feedback to keep the matrix ticking

Re: We’re listening

makkahn28 — Thu, 02 Apr 2015 17:59:03 GMT

Thanks Moid_l. The matrix was an awesome thing. Lets see more. Wished PM came out with the catphone, or the Master Phone, or the Fireplant phone from the Mario Bros and Zelda theme. Too bad that no Mount doom phone exists, that would be hilarious

Re: We’re listening

David — Thu, 02 Apr 2015 18:17:08 GMT

What? o_O

Re: We’re listening

Martin — Mon, 20 Apr 2015 22:09:15 GMT

Excluding the clip from The Matrix, does anyone have any gripes, concerns, ideas to make PM glitch-free, whether the glitch occurred only once or multiple times?

Your constructive feedback is wanted!

Re: We’re listening

DK — Mon, 20 Apr 2015 22:19:30 GMT

There seems to be some dismay when newbies first sign up and have issues and the only way to solve issues is via email. I know the forum relies on contributors( and we have good ones) myself excluded but is there a way to have like a live chat or text line to smooth over the rough spots.

Most of the issues tend to be with data or payment but in most cases text works simply because it usually works as soon as you pop in the sim so at least they have a lifeline.

Thanks

Re: We’re listening

Martin — Mon, 20 Apr 2015 22:23:23 GMT

DK,

"... myself excluded ..."

Humility at its best! 🙂

Re: We’re listening

DK — Mon, 20 Apr 2015 22:33:40 GMT

I try. Lol. It's my east coast upbringing.

Re: We’re listening

Martin — Mon, 20 Apr 2015 22:48:00 GMT

Re: We’re listening

Martin — Mon, 20 Apr 2015 23:05:19 GMT

As DK stated, there should be warnings regarding the amount of data used. Perhaps, this could be implemented along with a reminder, at the same time, of how much data is left until plan renewal.

Re: We’re listening

Martin — Tue, 21 Apr 2015 01:18:12 GMT

PDFs have been discussed, and the information contained therein would be indispensable to those users entitled to reimbursement.

A tri-punch SIM has been accepted, thanks to chuk.

E-chat has been mentioned, which I think is a very good idea, and would lead to a higher retention rate amongst new users. makkahn28 and DK have been the primary proponents of e-chat.

Community team members may wish to consider writing tutorials on how to navigate in a self-serve account, for example, what's under the third orange tab. I'm on the fence about having 1 section dedicated to tutorials compared to the current situation.

A board, dedicated to cell phone discussion, would be extremely useful considering that PM no longer sells phones. It makes no sense that people are referred to Red Flag Deals when we could have our own PM-centric equivalent.

Re: We’re listening

DK — Tue, 21 Apr 2015 00:26:55 GMT

I second the cell phone discussion sub forum as there are threads in the forums now about where and what phone would be OK to use with PM.

I don't recommend any classifieds site (kijiji, craigslist) as the potential to get ripped off is way to high. Even for someone like myself who has had 9 different phones (don't ask) since the beginning of this year, I have to be careful so for anyone just dipping there toes in the kijiji water the possibility of getting scammed is high.

Re: We’re listening

Martin — Tue, 21 Apr 2015 00:30:05 GMT

A sticking point with many new users is the $10 base fee for 30 days, which logic dictates is going to increase the lengthier the period of time. As others have said and intimated, give it some purpose which will benefit users in a tangible way. Perhaps eliminating a reward for the dropping of the $10 fee is a reasonable trade off.

Re: We’re listening

DK — Tue, 21 Apr 2015 00:33:24 GMT

Actually @ martin I think there are data usage sms now as my wife got a text recently saying she had hit the 75% mark but I am not sure if it's just for grandfathered or all customers as my wife is on the old plans.

Re: We’re listening

Martin — Tue, 21 Apr 2015 00:41:24 GMT

DK,

I'll find out if new users receive texts, and I'll post the findings in this thread.

Re: We’re listening

chukdefatey — Tue, 21 Apr 2015 00:48:03 GMT

There are definitely Data usage warning in Real time you get the first one at 75% of your data alotment then one at 95% & a final one at 100%

Re: We’re listening

Martin — Tue, 21 Apr 2015 00:54:17 GMT

chuk,

Thank you for that information.

Do you know with absolute certainty if new users do, or do not, receive the same alerts?

Re: We’re listening

Martin — Tue, 21 Apr 2015 01:02:51 GMT

On the topic of usage, data availability can be accessed at 8 am ET as a result of what was used the previous day until 12:00 midnight ET. Availability is via phone and self serve account.

Re: We’re listening

Martin — Tue, 21 Apr 2015 01:35:40 GMT

If I forgot to mention a responder and his constructive input, my apologies!

Re: We’re listening

Martin — Tue, 21 Apr 2015 03:11:17 GMT

Unless the IMEI checker has recently undergone massive improvement, disable it until it works perfectly 100% of the time.

When a new customer relies upon it, and then realizes that it gave a false positive, it creates a very negative impression of PM.

Remember the expression, "First impressions are lasting impressions."

Re: We’re listening

Martin — Tue, 21 Apr 2015 03:29:50 GMT

As DK put it, computers will be expected to do the grunt work because of the self-serve nature of the site.

That said, the fact that users visit and will continue to visit the community cannot be dismissed. Whether they are not cell literate, or want the knowledge or reassurance of a live human being is understandable. On the other hand, if users are posing questions because the computers are not properly doing the grunt work, that is a serious shortcoming that should be given top priority for repair, especially if the problem involves self serve and CCs.