topic Re: Online order in Get Support

Online order

Ibrahim11 — Tue, 01 Oct 2024 20:54:35 GMT

I ordered online a sim. But I want to cancel my order can someone help me.

Re: Online order

Handy1 — Tue, 01 Oct 2024 20:59:31 GMT

@Ibrahim11 It might be possible if you just did it and it hasn’t left the store ,

send a private message To CS_Agent

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: Online order

hTideGnow — Tue, 01 Oct 2024 20:56:32 GMT

hi @Ibrahim11 sim card order cannot be cancelled and no refund

you can try to contact support agent, but answer likely the same

pls message them here

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

Re: Online order

Yummy — Tue, 01 Oct 2024 20:58:34 GMT

Open a Ticket, do NOT send direct message to agent. It is against the rules (unless chatbot is not working).

IF SIM is not shipped, agent might be able to cancel your order and refund you.

Re: Online order

hTideGnow — Tue, 01 Oct 2024 21:01:28 GMT

hi @Yummy I suggested message, not that I don't like Chatbot, but usually people have bit joined PM yet and Chatbot does not work when you don't have a My Account

So, if that is the case for you @Ibrahim11 , olease DO NOT evem try Chatbot, use direct message

Re: Online order

Yummy — Wed, 02 Oct 2024 16:37:34 GMT

@hTideGnow wrote:
hi @Yummy I suggested message, not that I don't like Chatbot, but usually people have bit joined PM yet and Chatbot does not work when you don't have a My Account

I tend to disagree. I just tried without logging in chatbot and it worked perfectly.

There is No logic chatbot NOT to work for those who plan to sign up but need more info and do not have any kind of PM account.

Re: Online order

computergeek541 — Wed, 02 Oct 2024 19:27:18 GMT

@hTideGnow wrote:
hi @Yummy I suggested message, not that I don't like Chatbot, but usually people have bit joined PM yet and Chatbot does not work when you don't have a My Account
So, if that is the case for you @Ibrahim11 , olease DO NOT evem try Chatbot, use direct message

The chatbot did used to still work for opening a ticket when a customer can't login or doesn't have a Public Mobile self serve login. It's supposed to give a form to fill out to provide further information, but it some cases, the chatbot actually tells customers to now send a private message to CS_Agent (and I always advice some customers to do this as well). This can cause confusing messaging. Public Mobile does actually want customers to always uses the chatbot, but at the same time, I do realize that does sometimes direct customers to private message. With the ticketing system working properly, there would actually be no requirement that customer start a ticket by going straight to private messsaging.

Re: Online order

Yummy — Wed, 02 Oct 2024 22:58:59 GMT

@computergeek541 wrote:
@hTideGnow wrote:
hi @Yummy I suggested message, not that I don't like Chatbot, but usually people have bit joined PM yet and Chatbot does not work when you don't have a My Account
So, if that is the case for you @Ibrahim11 , olease DO NOT evem try Chatbot, use direct message
The chatbot did used to still work for opening a ticket when a customer can't login or doesn't have a Public Mobile self serve login. It's supposed to give a form to fill out to provide further information, but it some cases, the chatbot actually tells customers to now send a private message to CS_Agent (and I always advice some customers to do this as well). This can cause confusing messaging. Public Mobile does actually want customers to always uses the chatbot, but at the same time, I do realize that does sometimes direct customers to private message. With the ticketing system working properly, there would actually be no requirement that customer start a ticket by going straight to private messsaging.

I fully agree with your clarification...

BUT, I would LOVE if somebody from Public Mobile officially post in announcement HOW new and existing customers SHOULD communicate with PM staff. Is it Ticket or private message proper way?
If Ticket does NOT work should message be next step? Will ticket be answered FASTER than message?

There is SO little communication from PM it really boggles my mind. We are here to HELP new and old customers but have NO real guidance what it the proper way.