topic Re: Can we bring back human contact? in Get Support

Can we bring back human contact?

milmagesh — Tue, 03 Sep 2024 23:57:20 GMT

The main reason I subscribed to Public mobile after disconnecting from several other providers is how easy it was to reach and talk to a human over the phone. The chatbot is more or less useless.

Thank you,

Re: Can we bring back human contact?

DennyCrane — Wed, 04 Sep 2024 00:00:16 GMT

Public Mobile has never had phone support, so that wouldn't be a good reason to switch to Public Mobile.

Re: Can we bring back human contact?

slusagm — Wed, 04 Sep 2024 00:02:23 GMT

I think PM had phone support long time ago. But it's hard to turn back the clock. So, get used to this online support only model

Re: Can we bring back human contact?

Chalupa_Batman — Wed, 04 Sep 2024 00:07:15 GMT

Hello @milmagesh

Public Mobile has never had, that I'm aware of, human contact over the phone. They DID at one point have Customer Service agents based out of Canada but now that's bee moved overseas. The only way to contact a CS Agent is via the chatbot at the bottom.

Are you having any issues that we can maybe help you with?

Re: Can we bring back human contact?

BKNS27 — Wed, 04 Sep 2024 00:08:20 GMT

@milmagesh

I doubt that this will happen since PM is an online model. Also, agents don’t have to deal with members screaming at them over the phone and also minimize SIM swapping scammers.

Re: Can we bring back human contact?

Sansan — Wed, 04 Sep 2024 00:25:37 GMT

That must have been eons ago. I have been years now and during that time there have been no phone contact.

Sadly, this seems to be the way most companies are going these days.

Phasing out reps and putting more complicated IVR systems before you can actually reach someone.

Re: Can we bring back human contact?

computergeek541 — Wed, 04 Sep 2024 00:52:35 GMT

@Chalupa_Batman wrote:
Public Mobile has never had, that I'm aware of, human contact over the phone. They DID at one point have Customer Service agents based out of Canada but now that's bee moved overseas. The only way to contact a CS Agent is via the chatbot at the bottom.

Public Mobile absolutely did have customer service provided over the phone for customers on specific price plans, even when the brand was already owned by Telus. Ironically, when the customer supprort agents (then known as moderators) were based out of Montreal, that was completely outsourced. Currently, all Public Mobile customer support agents are Telus employees.

Re: Can we bring back human contact?

softech — Wed, 04 Sep 2024 01:11:24 GMT

.. and for those who are eager to know more on the history of PM, PM had it's own call centre up until March 17, 2019. It was long time ago, but it is not fair to say PM never had one 🙂

https://productioncommunity.publicmobile.ca/t5/Announcements/Effective-March-17-Legacy-customer-will-no-longer-be-able-to-use/td-p/318335

But of course, PM has a great community now and it doesn't matter if they have a call centre now or not 🙂