topic Re: Poor customer conversion experience... in Get Support

Poor customer conversion experience...

tmoreau — Fri, 27 Oct 2023 02:50:01 GMT

I tried signing up to Public today with the $50/month US/Canada plan. After entering my payment information, the credit card was processed and payment of ~56 dollars was made according to my bank.

Yet Public notifies me that an Activating error has occurred (Error Code: M.8701) and that I need to submit a ticket... Is Public Mobile processing system really that bad that they can't manage to onboard a new customer successfully? Now I've been charged but haven't received a single email. There's no customer service, the chatbots are dreadfully ineffective...

This is off to a bad start... I may need to escalate a complaint with my bank to freeze the payment unless this gets resolved real quick. Public, you had a chance to get 2 new customers today and you blew it.

Re: Poor customer conversion experience...

computergeek541 — Fri, 27 Oct 2023 02:51:23 GMT

@tmoreau wrote:
I tried signing up to Public today with the $50/month US/Canada plan. After entering my payment information, the credit card was processed and payment of ~56 dollars was made according to my bank.
Yet Public notifies me that an Activating error has occurred (Error Code: M.8701) and that I need to submit a ticket... Is Public Mobile processing system really that bad that they can't manage to onboard a new customer successfully? Now I've been charged but haven't received a single email. There's no customer service, the chatbots are dreadfully ineffective...
This is off to a bad start... I may need to escalate a complaint with my bank to freeze the payment unless this gets resolved real quick. Public, you had a chance to get 2 new customers today and you blew it.

Please go back to the chatbot to open a ticket for contacting a customer support agent.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If you see an error messsage while making a ticket, send a private message to CS_Agent.

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

Re: Poor customer conversion experience...

DennyCrane — Fri, 27 Oct 2023 03:01:30 GMT

@computergeek541 Is the chatbot working again for logging tickets? I didn't think it was.

Re: Poor customer conversion experience...

computergeek541 — Fri, 27 Oct 2023 03:07:54 GMT

@DennyCrane wrote:
@computergeek541 Is the chatbot working again for logging tickets? I didn't think it was.

I have heard from another user who was able to use the chatbot for tickets. I haven't been able to.

Re: Poor customer conversion experience...

DennyCrane — Fri, 27 Oct 2023 03:09:34 GMT

@computergeek541 Yeah that's my experience too. I don't bother recommending it anymore, because often people are already frustrated at that point, and I don't want to compound that issue by referring them to a broken ticket system. Private message option works well all the time I find.

Re: Poor customer conversion experience...

Phil_Adelphus — Fri, 27 Oct 2023 12:53:49 GMT

@tmoreau Are you using the PM app or the website? I don't know if that is your problem but activation requires the app, then you can do everything else via the website. But send a private message to customer service as @computergeek541 suggested and they will sort it out. There is currently a technical problem with the chatbot. If you plan on proceeding with PM best not to involve your bank at this point as it could make things more difficult going forward from what I understand.

Re: Poor customer conversion experience...

tmoreau — Fri, 27 Oct 2023 14:13:34 GMT

Hey Phil I've been using the website, not the app. If I go to the app, all I can do once I'm logged in is getting started with PM again, and I certainly don't want to get charged again for trying to do the same thing.

I'll need to send a private message to customer service, but how do I proceed to do that? Is that something I can do through the website? thanks

Re: Poor customer conversion experience...

tmoreau — Fri, 27 Oct 2023 14:15:17 GMT

You know what I figured it out from other posts. Thanks for the pointers @Phil

Re: Poor customer conversion experience...

tmoreau — Fri, 27 Oct 2023 14:17:11 GMT

Thanks @computergeek541 - I did go to the chatbot and was able to open a ticket but the options I was presented with didn't allow me to craft a simple message nor attach a screenshot which was very frustrating because there was no straightforward way to relay the issue I encountered.

Thanks for the private message to CS_Agent. Why isn't that option something that is more visible on the website? Have I been looking for it wrong?

Re: Poor customer conversion experience...

tmoreau — Sat, 28 Oct 2023 15:28:16 GMT

Update as of Oct 28th. I've had a few exchanges with a customer service person via private message. My bank has confirmed that the $56 CAD payment has been made, but the agent assures me that the payment was declined and is asking me to go through the process again! I'm not going to re-sign up for an eSIM unless PM refunds me FIRST. What kind of on boarding process is this?