topic Re: Customer retention in Get Support

Customer retention

LoriLK — Sat, 24 Feb 2024 18:39:56 GMT

I have been a customer 3 years - my daughters phone - want to upgrade the plan but the plan I want is only for new activations - - Don't they offer plans to long term customers to keep them happy? I can't even speak to a human to negotiate? I am happy to stay if they offer me a plan that is what I ant for the right price but I can also get the same and better for the prices I would have to pay at other mobile companies - what is PM willing to do to keep me?

Re: Customer retention

softech — Sat, 24 Feb 2024 18:45:36 GMT

@LoriLK they do give good plans for existing customers as well. Check you Change Subscription page. They have some great Canada-US deals now

Also, they have been sending promotion to selected customers for very good deals

Re: Customer retention

Handy1 — Sat, 24 Feb 2024 18:45:52 GMT

@LoriLK You can use this direct link for support

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Customer retention

Dunkman — Sat, 24 Feb 2024 18:49:04 GMT

@LoriLK

Unlike other mobile companies, Public mobile does not have a customer retention department. What is your daughter's plan right now?

I assume that you are interested in the $34 US-Canada plan. That is the most popular promo plan right now.

If you present plan is cheaper than the promo plan that you desire, then you can try to contact customer service agent to see whether CSA can manually change for you. Since you are upgrading the price, the CSA may be more accomondating to the request. YMMV. No guarantees.

If your plan is more expensive and you are downgrading plan price, less likely.....

Send a private message to CSA through the following link :

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

Try to be nice about it and hopefully, you get an understanding CSA. YMMV.

Re: Customer retention

LoriLK — Sat, 24 Feb 2024 18:50:02 GMT

Thanks - will check it out - website is slow!

Re: Customer retention

HALIMACS — Sat, 24 Feb 2024 19:26:28 GMT

Public Mobile is like a Saturn dealership.

They don't 'negotiate' plans.

The ones listed are the ones available.

They might be willing to move you to a promo plan which is for new activations, however if they do, they'll likely require you to do it on an immediate basis only, which means you'll forgo the remaining cycle balance and won't be eligible for any refund of it.

Re: Customer retention

LoriLK — Mon, 26 Feb 2024 22:51:48 GMT

Thanks for the great advice- they gave me this plan for my daughter 😊

Re: Customer retention

HALIMACS — Mon, 26 Feb 2024 23:28:56 GMT

That's excellent @LoriLK

Out of curiosity, can you advise what plan you moved from and to?

Just trying to discern under which circumstances they make the exception.

Thank you.

Re: Customer retention

LoriLK — Tue, 27 Feb 2024 01:24:41 GMT

My daughter had the $25 1 GB plan and we went to the $34 - 50 GB Can/US plan - we have been with PM for 3 years

Re: Customer retention

HALIMACS — Tue, 27 Feb 2024 02:02:14 GMT

Excellent @LoriLK

It seems the vast majority of users who are increasing their plan value get the plan they desire when asking CSA's, even though it's said to be for "new activations only".

Such begs the question, at least in my mind, whether it truly is done on a case-by-case basis in those circumstances or whether all are accommodated when plan value increases.

Thank you for sharing your result.

Re: Customer retention

LoriLK — Tue, 27 Feb 2024 02:58:56 GMT

I guess it never hurts to ask right ? If you don't ask you are not granted 🙂