topic Re: Need Followup on Order # 281421 - Exchange Approved, Phone Delivered, But No Followup in Get Support

Need to exchange just bought CPO iPhone. No response from ticket #-632

swdot2022 — Wed, 12 Jan 2022 22:29:10 GMT

Ticket ID: -632

I submitted this ticket but there is no response after more than a day.

Yes Ticket ID is negative number, and I suspect there is a bug with your ticket system.

Basically, I just received a CPO iPhone (rated great), but I need to exchange due to two issues:

Physical condition is OK but very big and deep shadow on part of the screen. Highly visible on white backgrounds.
No SIM card is included in the package at all.

Please kindly respond asap or I might lose confidence in becoming a customer.

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

softech — Wed, 12 Jan 2022 21:47:58 GMT

@swdot2022 For return CPO phone, you have to open ticket with PM Support.

the prefer way of opening via Chatbot is not working at the moment, please private message them. They will arrange to send you return labels

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

**After opening the ticket, please watch your community inbox (envelope icon top right), the cusotmer support agent will respond by sending you a message there.

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

computergeek541 — Wed, 12 Jan 2022 21:48:01 GMT

@swdot2022 wrote:
Ticket ID: -632
Order ID: 281421
I submitted this ticket but there is no response after more than a day.
Yes Ticket ID is negative number, and I suspect there is a bug with your ticket system.

Basically, I just received a CPO iPhone (rated great), but I need to exchange due to two issues:
Physical condition is OK but very big and deep shadow on part of the screen. Highly visible on white backgrounds.
No SIM card is included in the package at all.
Please kindly respond asap or I might lose confidence in becoming a customer.

Sorry, but you'll need to wait for a response. Only a customer support agent can help with this.

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

swdot2022 — Wed, 12 Jan 2022 21:48:30 GMT

As explained in my post, I did exactly this: submit ticket via this link. But there is no response after more than a day.

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

0PX9O4 — Wed, 12 Jan 2022 21:48:54 GMT

@swdot2022

Please follow the link that @softech has provided above to private message PM's agents with all these relevant details. They will get it taken care of.

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

Anonymous — Wed, 12 Jan 2022 23:17:32 GMT

@swdot2022

re-send a private message to Customer Support Agent by Click Here link,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

walker1 — Wed, 12 Jan 2022 21:50:40 GMT

@swdot2022

If your having trouble using the ticketing system then send a private message to CS_Agent to get further help with that problem your having.

The ticketing system has been having a lot of problems lately.

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

softech — Wed, 12 Jan 2022 21:51:39 GMT

@swdot2022

Yes, Just make sure you check the Community inbox for their reply

When did you open the ticket? their usual turnaround time is around an hour to couple hours.

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

swdot2022 — Wed, 12 Jan 2022 21:52:01 GMT

I actually did both yesterday: (1) submit ticket via web form, (2) directly PM cs_agent. Neither got a response.

Is there anything else I can try?

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

softech — Wed, 12 Jan 2022 21:56:41 GMT

@swdot2022 no worry, you have 30 days to open the ticket. You did open the ticket and they have to honour it even they reply late. (We will all protest for you if they don't honour it :))

I would send an message again , and daily until they reply 🙂

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

0PX9O4 — Wed, 12 Jan 2022 22:01:48 GMT

I second this. It's okay to keep messaging daily if they don't respond before then. No way any ticket should be taking more than 8 business hours for initial response.

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

swdot2022 — Wed, 12 Jan 2022 22:04:54 GMT

Thanks for the advice. I PMed again.

Frustrated to receive a defective phone (I had high expectations for Telus), and the frustration is squared when there is no prompt response from the support team. 😞

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

softech — Wed, 12 Jan 2022 22:11:42 GMT

@swdot2022 Yes, PM uses Telus network. So, voice and data reliability is as good as Telus

Unfortunately, this is a Tier 3 provider. Telus is selling the plan slightly cheaper than itself. Hence, the support is not as promptly as Telus. 😞

But saying that.. they will get to you and you certainly will have enough time to return the CPO phones. Plus, PM Support are in fact very helpful and they always able to help. So, the only issue is just need a bit more patience.

let us know how it goes and we waiting to hear good news from you.

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

Meow — Wed, 12 Jan 2022 23:03:20 GMT

@swdot2022 wrote:
Thanks for the advice. I PMed again.
Frustrated to receive a defective phone (I had high expectations for Telus), and the frustration is squared when there is no prompt response from the support team. 😞

Telus is great company. Stable and their stocks are good, reliable investments. BUT, you bought refurbished phone which is sold by 3rd party (to my best knowledge). The only benefit of buying refurbished is return policy and warranty. Do you think that they replaced battery? REALLY checked screen for dead pixels and discoloration?

Re: Need to exchange just bought CPO iPhone. No response from ticket #-632

darlicious — Thu, 13 Jan 2022 02:21:38 GMT

@J_PM

Has pm changed their policy on providing a free sim card with every CPO phone purchase? This is becoming a common complaint of no sim card being recieved with the phone.

Need Followup on Order # 281421 - Exchange Approved, Phone Delivered, But No Followup

swdot2022 — Thu, 27 Jan 2022 20:24:33 GMT

Hi,

Previously Post: https://productioncommunity.publicmobile.ca/t5/Get-Support/Need-to-exchange-just-bought-CPO-iPhone-No-response-from-ticket/m-p/771877#M511905

Current Issue:

I requested exchange and got approved.
I mailed out old phone as soon as possible. Package delivered this week.
I mailed cs_agent for follow ups four times already (once per day) but I got no response so far.

Ask:

Could cs_agent follow up on the order exchange?
- and I now would like to request to "Return and Refund" instead of "Exchange".
- The order was placed Jan 9, and 20 days later I still have no phone to use !!!
Could cs_agent be more prompt in getting back to customers?

CC: @J_PM

Re: Need Followup on Order # 281421 - Exchange Approved, Phone Delivered, But No Followup

0PX9O4 — Thu, 27 Jan 2022 20:31:16 GMT

@swdot2022

Unfortunately you will just need to follow up with CS_agent on this. We are all PM customers, just like you, so we are unable to access your account.

Re: Need Followup on Order # 281421 - Exchange Approved, Phone Delivered, But No Followup

0PX9O4 — Thu, 27 Jan 2022 20:32:04 GMT

@swdot2022

You may request an escalation from the PM agents if you feel that would be helpful for you.

Re: Need Followup on Order # 281421 - Exchange Approved, Phone Delivered, But No Followup

swdot2022 — Thu, 27 Jan 2022 20:32:47 GMT

How to request escalation?

Re: Need Followup on Order # 281421 - Exchange Approved, Phone Delivered, But No Followup

0PX9O4 — Thu, 27 Jan 2022 20:42:14 GMT

@swdot2022

Simply ask for escalation in another message to CS_Agent 🙂

I would also mention that you've waited 4 days already without a response.