topic Re: Maybe time to pause the promo? in Get Support

Maybe time to pause the promo?

Rockdaddy22 — Tue, 04 Jan 2022 23:05:51 GMT

@Jeremy_M @Christopher_T @Val_T @Brooke_C
If private messages aren't getting read for 3days plus sometimes, I'm not sure how we can continue until the backlog clears a little.

Re: Maybe time to pause the promo?

KirkK — Sun, 06 Nov 2016 20:12:33 GMT

Good sticky title.

Re: Maybe time to pause the promo?

ShawnC13 — Sun, 06 Nov 2016 20:17:44 GMT

Does seem that some are finding issues. I am hoping that there is a larger amount having an easy transition like I had. Not sure how you would suspend it I guess they could extend it for all those that have ordered SIMS and are hoping to switch before the 20th

Re: Maybe time to pause the promo?

Rockdaddy22 — Mon, 07 Nov 2016 00:38:49 GMT

I don't want to see it paused, I hope they can just clear the backlog with extra staff this weekend. Pausing would definitely be the last resort, but I just wanted to put it out there.

Re: Maybe time to pause the promo?

Rockdaddy22 — Mon, 07 Nov 2016 00:40:03 GMT

You can bet most are signing up without a problem. Unfortunately that does nothing for the backlog

Re: Maybe time to pause the promo?

jimmyche — Mon, 07 Nov 2016 00:52:36 GMT

Agree, suspend or get other PM staff to help clear the backlog during the promotion.

Re: Maybe time to pause the promo?

jeremyesq — Mon, 07 Nov 2016 01:11:11 GMT

@Rockdaddy22 How about suspending the mailing (but not the ordering) of SIMs temporarily? Anyone that orders a SIM before November 20 and activates it by a given date gets the promo plan.

Re: Maybe time to pause the promo?

Rockdaddy22 — Mon, 07 Nov 2016 01:14:37 GMT

Let's see what the mods have to say tomorrow. I don't really know what they should do.
If we just had a couple extra mods for a few days, it would all be cleared up. We'll see what @Jeremy_M says. I don't really think pausing it is the best idea, I was just putting it out there.

Re: Maybe time to pause the promo?

Garry — Mon, 07 Nov 2016 13:05:19 GMT

I can sympathize with those of you with issues, but let's keep things in perspective.

Society today expects everything to be done in a flash. Common sense and patience seem to have been thrown out the window.

There is no reason to pause this promo, or to bring in new staff. The people without issues most likely outweigh those that do by 100:1 at the very least.

If PM gets 20,000 new subscribers during this promo, and only 200 have issues to be resolved.......I would consider it a success. Wouldn't you?

Keep in mind it's not always PM's fault for these issues. Many people create their own misery by not verifying important details, as well as not following clear directions and recommendations. These people creat additional backlogs. I don't hear anyone blaming them!?

As with any high volume "event", there will be delays and errors. It's a fact of life.

Make the best of it, and keep a positive attitude. It will all be resolved to your satisfaction.

Good luck.

Re: Maybe time to pause the promo?

SP3CTRYS — Mon, 07 Nov 2016 13:28:19 GMT

Ultimately by "Pausing" the promo you are simply delaying more "Delayed" service in the future.

Alright excuse the rant, if you want the BOTTOM LINE , Scroll down.

My opinion, however, is not that the backlog is affect overall customer support/network service. Rather, most of what I am seeing in the forums is porting issues and new activation errors. Which can be expected with any network to be honest.

Porting: Again only my opinion but, I beleive the problem other subscribers are having reguarding porting is not network problems, but rather human error/impatients. Porting is fairly straightforward, but if you even enter one letter/number wrong you will get an error.

SIM Errors: Same as above, Simply inputing one number wrong could make one believe that there SIM does not work. Now, some have "Succesfully" Activated their SIM. But then it doesn't work right away. Ok, this i can understand as a technical glitch, as when I worked for Bell we would just toss the SIm and replace with a new one.

New Activation Errors: Most of the errors seem to be legitiment Technical errors. Buit again, PATIENCE. Wait, then try again, or then contact a Mod.

BOTTOM LINE: The Promo is not affecting the overall service. Some subscribers quickly become impatient, and Imediately contact a MOD. Rather than waiting upto 1 full 24 hour period. So rather, human error. The Forums are here for a reason, so other users can help users.

Re: Maybe time to pause the promo?

Mchan — Mon, 07 Nov 2016 13:32:42 GMT

@jeremyesq. What if sim cards are ordered because they're defective? That would delay people with issues even more.

Re: Maybe time to pause the promo?

Mchan — Mon, 07 Nov 2016 13:45:25 GMT

@Garry @SP3CTRYS. Of course I've been patient through this whole process. But I'm not playing candy crush on my phone. I'm using it for work, I'm listed as an emergency contact for my nieces, I have elder parents to care for etc etc.

It is very easy to ask people to be patient and maintain a positive issues when you're not the one having issues.

There's a back log, PM should have anticipated the volume and tried to mitigate the issues.
Different Mods take over and I get the same questions asked as the previous one 48 hours later( or more in my case) and nothing is actually being resolved.

Re: Maybe time to pause the promo?

jeremyesq — Mon, 07 Nov 2016 13:51:40 GMT

@Mchan Valid point. Ultimately, the order date of the original (defective) SIM would prevail. In any case, let's see what PM chooses to do

Re: Maybe time to pause the promo?

SP3CTRYS — Mon, 07 Nov 2016 13:54:25 GMT

@Mchan You are Correct. I apologize if I came off a bit harsh. I too use my Phone for work, so I can empathize with you on that level "Needing" To be readily contacted.

And I do not wish to start an argument on the forums, but one small basic fact: PM comes across to me as more of an "Experimental" service, and as such, it can not be expected that the ship is being sailed with a full crew just yet.

Unfortunately, that is how many things are run. And in all honesty, not many, if any of us switched to PM for the "Resounding Customer Service", as they do not even have a call centre. lol We all switched because of the Low Cost plans, and Excellent Coverage.

Re: Maybe time to pause the promo?

maddog497 — Mon, 07 Nov 2016 13:55:00 GMT

A friend had issues and was in limbo for a couple days. Started last Tuesday or Wednesday, can't remember but was all resolved by Friday. Yes he was frustrated but he was also patient. Many posts about problems are being resolved but then the poster doesn't update the thread, so no one here knows it was resolved.

I can only imagine suspending the promo would only add to the confusion.

Research and read the posts and do everything possible to ensure you've done everything correct.

Hopefully, if everyone is careful there won't be as many issues (I recognize that even when doing everything correctly, there are still going be some with issues, sometimes)

We want what we want and we want it right now, lol.
Hopefully many issues get resolved today and the amount of issues reported today are less than yesterday.

Re: Maybe time to pause the promo?

Rockdaddy22 — Mon, 07 Nov 2016 13:59:48 GMT

Trust me, I don't think pausing it is the best solution, but 3 days without having a message read is not really acceptable for a company not in beta anymore. I'm hoping the 4th mod starting today will help with some of the backlog. I just want to hear if anything is being done to help mitigate these issues.

Plus people need to start filling in the information correctly, a lot of these failed ports are users not inputting the correct info. People starting come here and ask what the alternate number is for, not after you screw it up.

Re: Maybe time to pause the promo?

snehkavi — Mon, 07 Nov 2016 14:02:08 GMT

I Don't think pausing the promo would solve the issue.

Re: Maybe time to pause the promo?

Rockdaddy22 — Mon, 07 Nov 2016 14:06:25 GMT

I agree, I was just frustrated yesterday I think lol But we do need a solution

Re: Maybe time to pause the promo?

Jeremy_M — Mon, 07 Nov 2016 14:20:09 GMT

@Rockdaddy22 @snehkavi @maddog497

Thank you all for your concerns, I believe @SP3CTRYS nailed it directly on the head with his post. We are committed to assisting anyone who comes across an issue/problem.

Yes, patience is a virtue 🙂

Jeremy

Re: Maybe time to pause the promo?

Chaos_Scorpio — Mon, 07 Nov 2016 14:22:00 GMT

in the meantime, join the club waiting for followups because the system didnt auto change the plan ... 🙂

I'm not worried about it, it will be done eventually. (my plan renewed saturday, new plan didnt take into affect but it did charge me its rate ... but suspended me because my old plan cost more... I had to top it off to use my phone again. sigh).

What they should've done FIRST was fix the auto plan update before introducing the new plan and flooding the mods with these requests.