topic Re: Customer service in Get Support

Customer service

Deano53 — Thu, 06 Jan 2022 08:47:10 GMT

Another thing I find really odd about this company is when we go to sign up for instance at London drugs or wherever they have access to a live person ( no problem ) as soon as we sign up ( big problem ) All of a sudden customer service for us is not available. But what’s really interesting is when I need to get an issue resolved I reach out to London drugs or wherever we sign up and they have access to a live person . Anyone else sees what’s wrong with this picture?

Re: Customer service

hTideGnow — Fri, 15 Oct 2021 00:52:02 GMT

no issue at all.

London drug mobile support are authorized agent, they earn commission for activating accounts for PM and any providers they represent. They are not PM's employees

PM support is all online, they never hide this fact

if any issue, it's more like London Drug agent failed to explain to you the model PM on and failed to advise you with a mobile carrier that suits your needs.

Re: Customer service

mimmo — Fri, 15 Oct 2021 00:49:27 GMT

@Deano53 my understanding is retail stores have access for account activation issues, they dont have access to live agents who have account access? Please correct me if I'm wrong.

All account related issues need to go through the CSA. It's one of the "perks" of being a PM customer. It's how the system was setup online only support in order to reduce costs.

Re: Customer service

hairbag1 — Fri, 15 Oct 2021 00:54:18 GMT

@Deano53...unless your concern is "account related"...the best support is provided instantly by the wise folks here in the Community Forum. We can usually troubleshoot your issue and point you to resolution fairly fast.

Rely on the Community for your PM related problems not account related.

edit...account issues are best left to the CSA's.

Re: Customer service

BKNS27 — Fri, 15 Oct 2021 01:09:12 GMT

@Deano53

A friend had his PM SIM activated at LD but he didn’t reply to the SMS text after 4 hours so his porting didn’t go through.

He went back to LD to restart the porting process and staff told him that they only help activate the SIM and he should reach out to this Community or a PM CS Agent.

Re: Customer service

darlicious — Fri, 15 Oct 2021 01:29:35 GMT

@Deano53

Most of the salespeople at London Drugs take the time to be properly informed about the procedure of pm sim card activations and the porting process and in doing so have the phone numbers for the koodo and telus porting departments (along with rogers, bell and freedom I'm sure) to help facilitate the porting process if a problem occurs. This just goes to show why London Drugs is held in high regard as a pm retail partner and lives up to its customer satisfaction guarantee.

Re: Customer service

jib_tech — Fri, 15 Oct 2021 12:39:57 GMT

@Deano53

I activated with London Drugs 2 years ago. Ported in my number and was all working in 20 minutes. 5 star all day!🌟🌟🌟🌟🌟

Re: Customer service

BlueB — Fri, 15 Oct 2021 13:40:15 GMT

@Deano53

There's been some discussion concerning this in the forums, and an interesting counter-argument came up as well about online assistance with a CS Agent. Although it's nice to have access to live support from Telus, Rogers, etc, the wait times and level of service they provide can often take several hours waiting on hold, following up (and waiting on hold again), etc.

While Public Mobile doesn't provide "live" support, their response times are generally pretty quick and along with this Community, the overall time actually spent on resolving issues can sometimes take far less overall. I'm not saying this is necessarily better, but definitely has its advantages (including cheaper cost too).

Re: Customer service

Deano53 — Fri, 15 Oct 2021 13:50:11 GMT

Totally 100% true about waiting on hold for an hour on hold to get through to Telus customer service or should I say lack of customer service. ( been there done that) . Sometimes it would just be nice for us customers to be able to talk to a live person if we have an issue . Let me just say this, maybe people don’t agree with the huge company Amazon and supporting them and I’m not a big fan of doing this either but when I have an issue with an order I have never been on hold for more and 1 minute no matter what time of day or year. They have the market cornered with customer service as of 2021. Every company can learn how to give better customer service from Amazon.

Re: Customer service

hTideGnow — Fri, 15 Oct 2021 13:53:08 GMT

@Deano53 agree we want to talk to live person.. but only if they have wait time like Amazon

Honest, most help desk these days take forever to wait and Amazon's service is rare. Live chat is slight better as you don't have to hear the "noise" while waiting. But with live chat, while waiting, I usually browse other sites or work on the computer, when I remember to check back.. oops. the agent came and closed the chat 😞

Re: Customer service

Meow — Fri, 15 Oct 2021 13:54:28 GMT

Actually there is a phone number one can call but only for pre-sale questions and plan inquiries but not for actual support after you become a client.

Community is the best source for any kind of support. Account issues can be handled by CSA only, though.

Re: Customer service

Deano53 — Fri, 15 Oct 2021 13:54:44 GMT

Completely understand that issue😊been there

Re: Customer service

BlueB — Fri, 15 Oct 2021 14:07:23 GMT

@Deano53

Interesting how you bring up some of the other companies like Amazon. I've heard stories of how companies like Walmart and Amazon "do so well" by treating their employees badly. While I'm sure there are dissatisfied employees, I know a couple people who actually work for those companies and they really enjoy working there and haven't been poorly treated at all. From our perspective though, the service from Amazon is definitely easier than from some of these other companies! 🙂

Re: Customer service

Deano53 — Fri, 15 Oct 2021 14:12:49 GMT

Please don’t misunderstand my point. I’m not promoting any company (good or bad) or trying to bad mouth anyone , I was just pointing out how Amazons customer service is far superior in my experience than anyone that I’m presently dealing with that’s all. 😊I’m not looking for an argument or any debates . Enjoy your day everyone 🙂

Re: Customer service

BlueB — Fri, 15 Oct 2021 17:19:07 GMT

@Deano53

I understand, and definitely agree with what you're saying. One added note I didn't mention earlier...

Welcome to the Public Mobile Community! 😄

Re: Customer service

Deano53 — Fri, 15 Oct 2021 20:13:02 GMT

Thanks so much😊👍

Re: Customer service

Deano53 — Sat, 16 Oct 2021 15:44:37 GMT

Good morning everyone, this is just a half serious thought, kind of joking but not really.. yesterday in total I spent 3 hours on hold to try to get to talk to my online bank ( the 3 hours on hold is the serious and honest no lie part) so I finally gave up and emailed them feedback.. I said to them in part what my time is worth when I go to a job and said to them are they going to send me what my (3) hours is worth and direct deposit that in my account? My half joking request to our community is , whatever your time is worth ( everyone has their own price or what they consider their time is worth) when we do finally get through to whatever business we are trying to talk to, we should send them a bill for our time:) 😊 I know it will never happen ( them paying us) but maybe just maybe if everyone started doing it things MIGHT change. 🤷🏼

Re: Customer service

darlicious — Sat, 16 Oct 2021 15:54:56 GMT

@Deano53

I was tempted to do that every month for 18 months that I had to spend a minimum of 3 hours on the phone with fido getting bogus charges removed from the bf's bill. The 18th month they had messed up so badly I demanded a months credit in compensation that brought the current monthly charges to be paid in full. I ported the phone number to pm a couple days later!

Re: Customer service

Deano53 — Sat, 16 Oct 2021 16:06:25 GMT

Wow , it’s unreal how these businesses completely disrespected your time and everyone else’s as well. I’m sorry to hear what you went through. There are (2) sayings that apply to what we are going through..(1) we get what we allow. And (2) , as dr. Phil says on his show… the definition of insanity 🤪 is doing the same thing over and over again and expecting different results. Actually a third one applies as well (3) if nothing changes everything will stay the same . Hey I’m not any wiser or smarter than anyone here, I’m just hoping somehow someway we can make a difference in everyone’s lives by spending just a bit less time on hold:)

Re: Customer service

darlicious — Sat, 16 Oct 2021 16:13:08 GMT

@Deano53

This is why I love public mobile....no contracts, extra billing or overages. Add ons are one time purchases that don't expire and my phone bill(s) every month? Oh wait...they pay me!😃💲💸💲