topic Discussion: BEST METHOD for Customer Support? in Get Support

Discussion: BEST METHOD for Customer Support?

daredogg — Tue, 04 Jan 2022 23:18:54 GMT

I want to start a discussion about The Best Way to Get Customer Support with Public Mobile.

I'm curious what method is best for getting the fastest customer support with Public Mobile. If you've been with PM for awhile, you have realized by now that there's two primary ways to get support (three ways if you've been here since beginning):

Posting a message in the Community
Using the email form on the main website
Calling *611 on your phone (for legacy plan users only)

It appears that each way has its pros and cons, and the different options have worked better for some than it has for others. Apparently you can also contact PM on Twitter. I did a little test and had a reply within 5 minutes, and a direct message response in 21 minutes. Not bad!

So, that's what I'd like to discuss... What has your customer support experience been like and which method has worked best? I want us all to learn how to better support the PM community.

If you're having a problem with your service... please don't post in this thread. Instead, go to either Discussions or Getting Started and click the button to post a new question.

Re: Discussion: BEST method for customer support?

daredogg — Mon, 14 Nov 2016 18:59:49 GMT

Let me go first...

Issue experienced: Referral Problem

I ported over 2 lines from a shared Telus plan. After setting up one account, I set up the other putting my phone number as the referral. Everything went through, but after 5 minutes or so I received a text message saying that my reward will be less next month because someone I referred has left. Obviously this is a glitch.

Support Method: Community Forum

Being a new customer, I wasn't sure where to get help, but somehow I ended up in Community where I figured out how to post a new message. Within a few minutes I had one of the moderators asking me to send them a private message with my phone number and PIN, where they proceeded to reinstate the referral credit.

Method Rating: Excellent

I believe it was Shazia_K who helped me. She was very polite and explained the issue about the referrals. My issue was resolved within a few minutes, and the account was corrected by the next day.

Re: Discussion: BEST method for customer support?

daredogg — Mon, 14 Nov 2016 19:00:14 GMT

Another example...

Issue experienced: SIM Card Not Delivered

I ordered my SIM card at the tail-end of the Canada Post work stoppage. It seemed to be taking longer than expected to receive it, so I wanted to have my order tracked.

Support Method: Email Form

With this being the first time I contacted Public Mobile, I figured the email form would be the best and most efficient method. I asked about the status of my order, whether or not a tracking number could be provided. It took 3 days for someone to reply to my email!

Method Rating: Poor

By the time I got the reply, I already had the SIM card in my hands. Because it took so long, I ended up making an account on Community and by sifting through previous posts I figured out that tracking numbers weren't provided. I give the method a poor rating because it took 3 days to get a response.

Re: Discussion: BEST METHOD for Customer Support?

homer — Mon, 14 Nov 2016 19:24:49 GMT

I feel users should always try to post issues on the forum. If it doesn't help, private messaging a PM moderator. I have never tried email form before.