topic Re: Mod hours incorrect on get-help page in Get Support

Mod hours incorrect on get-help page

Anonymous — Tue, 04 Jan 2022 20:45:41 GMT

Attention @CS_Agent, the hours listed for moderators on the get-help page (https://www.publicmobile.ca/en/on/get-help) are incorrectly showing Sat/Sun as 9-7:30. S/B 9-7pm according to a post by @MarieHelene_L on 2017-05-27, in the following knowledge base topic https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452. BTW, the KB article also shows the wrong times for Sat/Sun.

Re: Mod hours incorrect on get-help page

will13am — Wed, 21 Mar 2018 12:42:14 GMT

@Brooke_C, this is the type of issues I was alluding to about maintaining current reference material for customers to access. @Anonymous, thanks for bringing this up.

Re: Mod hours incorrect on get-help page

Jorno — Wed, 21 Mar 2018 19:55:59 GMT

In this recent post (dated 02-03-2018), @MarieHelene_L reconfirms the moderator hours and confirms updating the knowledge base (KB) article to show the official moderator hours (as of then) are (in Eastern Time)

- Monday to Friday 9am to 9pm

- Saturday and Sunday 9am to 7pm

I know that it was updated because I remember reading the KB article and seeing the updated hours. Is it possible moderator hours have recently changed and the times shown are correct?

Re: Mod hours incorrect on get-help page

Anonymous — Wed, 21 Mar 2018 21:21:36 GMT

@Jorno(and @CS_Agent), Actualy there are two KB articles with the wrong time. The one I mentioned in my original post, and also https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/How-do-I-contact-Public-Mobile/ta-p/30476. If you found a KB article that has the correct times, please share a link.

Re: Mod hours incorrect on get-help page

Jorno — Thu, 22 Mar 2018 02:53:16 GMT

@Anonymouswrote:
@Jorno(and @CS_Agent), Actualy there are two KB articles with the wrong time. The one I mentioned in my original post, and also https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/How-do-I-contact-Public-Mobile/ta-p/30476. If you found a KB article that has the correct times, please share a link.

I am aware of the second article as I mentioned it in my post on 02-06-2018 🙂 Upon rereading MarieHelene_L's post, I believe this second article is the article by Jeremy that she was unable to update.

The KB article in your original post is the same article that I was confirming had been updated. Looking at the "Updated By" tag at the top right of the article shows that @Brooke_C updated the article on 02-14-2018 - eleven days after MarieHelene_L confirmed updating the article in this post. A look at the article history better confirms the update by @MarieHelene_L. You can even view Revision #23 and see the changed hours. The update by Brooke_C led me to question if it is possible that the now shown hours are correct. The moderator hours appear to be the only change from Revision #23 to the current Revision #24.

I am unaware of any other KB articles discussing moderator hours.

Clear as mud? 🙂

Re: Mod hours incorrect on get-help page

Anonymous — Wed, 21 Mar 2018 23:28:10 GMT

@Jorno, Yes, revision 23 correctly shows 7pm. However, the current revision (which is #24) shows 7:30.

Re: Mod hours incorrect on get-help page

Brooke_C — Thu, 22 Mar 2018 14:41:11 GMT

Hi @Anonymous and @Jorno,

It is true that our hours are now (eastern time):

Monday to Friday: 9AM- 9PM

Saturday and Sunday: 9AM-7:30PM

This means we now have an additional 30 min of coverage on the weekends. If you see anything that states different times, please let me know! Thanks.

Re: Mod hours incorrect on get-help page

matbasm — Thu, 22 Mar 2018 15:31:36 GMT

@Brooke_C, I think this would warrant an announcement. Mostly so that community members are made aware of the change, and pass on the new hours when replying to other members that are having issues.