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Oracle

Re: Developers Blog: Introduction & the support enhancement journey thus far

@pm-smayer97  the have actually removed (or maybe never added) the additional time frame. 

 

I guess pm constantly runs on peak periods. I have to say the reply time statement is very misleading. But who would want to join a company where they say it typically takes 24 to 48 hours, but if we have a slower than average day you might get a reply in 2 hours. 

 

Screenshot_20190731_062320_com.android.chrome.jpg

 

Town Hero / Héro de la Ville

Re: Developers Blog: Introduction & the support enhancement journey thus far


@JackQuint wrote:

I know I am repeating myself, but PM is satisfied with a system that is designed to make responsiveness slow. There is nothing novel or innovative about a ticket system. This could have been implemented years ago and it's only being done because mod response times are now routinely in the 4 to 5 day range. By design, Telus wants response time of 2 days, not faster. 

 

The more support they can download to the community, the better. If they can frustrate customers enough to incent them onto Koodo, even better. PM is what it is and use it because the value proposition works for you ... but let's not congratulate them for it nor think that they care about the service level they provide. This is a third tier flanker brand from a company with notoriously poor customer service (Telus) to start with. Don't kid yourselves.


That is poor business logic because PM being part of Telus risks tarnishing the ALL the associated brands. Because if the parent company is not managing PM well, how good are they with the other 2 (Kood and Telus)?

 

(That said, I have to admit that my customer service experience with Telus over the last 15 years (yes I still have an account with them) has always been excellent, unlike other brands, including PM. But I started there...I guess that is one reason I thought to try PM.)

 

It might seem like a contradiction, but Koodo is caught in the middle...so would users truly migrate from pre-paid to post-paid and with a brand associated with poor customer service?

Oracle

Re: Developers Blog: Introduction & the support enhancement journey thus far


@pm-smayer97 wrote:

@ShawnC13 wrote:

...

 

Using one of your frequently quoted remarks "people need to take the system for what it is and not what they want it to be"  ...


The problem with that statement is that PM advertises one level of service but rarely delivers. There was a time when they promoted response times within 4 hours, then changed it to 48 hours, as it still supposedly stands. BUT most of my experiences have been response times measured in multiple DAYS. 

 

So the problem is that many signed up with a certain expectation, SET BY PUBLIC MOBILE! Also, since PM is a strictly ONLINE company (at least lately, though they are re-introducing kiosks, so the model keeps changing), the expectation would be that they have the right facilities to manage the company totally online. BUT as has been identified many times in the forum, there are MANY problems with the Self-Serve system and their customer service system lacks proper management. THAT DISPARITY is what many are complaining about. AND rightly so.

 

Also remember the history... PM started out with stores and call centre, then when Telus bought them, they closed the stores, then closed the call centre. So PM's original model was NOT online only.

 

So you cannot say "take the system for what it is" because it is NOT what is being sold.

 

And PM's move back to opening up kiosks, is that their way of acknowledging that online only does not work? (It might work IF they had the right systems and processes in place).

 

And @Alan_K a form alone is not enough to solve all the problems. That is just one piece of it. Again, I hope that the points in the outline I wrote are being addressed.

 

P.S. Many people stay because the prospect of savings is attractive. They stay because they hold out hope that things can and will improve. They also stay because change is not always easy, especially if you have/mange multiple accounts. 


My favorite line is sometimes taken as absolute and out of context.  You are so correct about the moving goal posts.  I did mention in my earlier post that past service levels are what I had come to enjoy.  I can recalibrate with time.  It is interesting how the moderator team knowledge base still refer to usual response times of 1 hour.  That ship has sailed long ago.  Even the 48 hours is fast becoming a fairy tale.  We live in Canada.  It is undeniable that the lack of competition allow carrier brands to do practically whatever they want with impunity.  

 

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/...

Town Hero / Héro de la Ville

Re: Developers Blog: Introduction & the support enhancement journey thus far


@mimmo wrote:

@pm-smayer97  the have actually removed (or maybe never added) the additional time frame. 

 

I guess pm constantly runs on peak periods. I have to say the reply time statement is very misleading. But who would want to join a company where they say it typically takes 24 to 48 hours, but if we have a slower than average day you might get a reply in 2 hours. 

 

Screenshot_20190731_062320_com.android.chrome.jpg

 


I see they had to change their material again to cover themselves.

 

But I guess it is peak time most of the time. BTW, the only time I saw PM return close to the 2 hours response time was shortly after the call centre was closed; maybe as a result of redeployed staff? But that is not consistent... 

 

And the current wording STILL sets up false expectations... since they only mention the 2 hours timeframe. WHen delays happen, given THAT context, would expect longer responses, in the several hours maybe but would never expect response times to take DAYS!

 

So PM is still promoting misleading and false information. So when customers are disgruntled, they are the ONLY ones to blame, not the customers that post on this forum that they are unhappy.

Oracle

Re: Developers Blog: Introduction & the support enhancement journey thus far


@pm-smayer97 wrote:

@ShawnC13 wrote:

...

 

Using one of your frequently quoted remarks "people need to take the system for what it is and not what they want it to be"  ...


The problem with that statement is that PM advertises one level of service but rarely delivers. There was a time when they promoted response times within 4 hours, then changed it to 48 hours, as it still supposedly stands. BUT most of my experiences have been response times measured in multiple DAYS. 

 

So the problem is that many signed up with a certain expectation, SET BY PUBLIC MOBILE! Also, since PM is a strictly ONLINE company (at least lately, though they are re-introducing kiosks, so the model keeps changing), the expectation would be that they have the right facilities to manage the company totally online. BUT as has been identified many times in the forum, there are MANY problems with the Self-Serve system and their customer service system lacks proper management. THAT DISPARITY is what many are complaining about. AND rightly so.

 

Also remember the history... PM started out with stores and call centre, then when Telus bought them, they closed the stores, then closed the call centre. So PM's original model was NOT online only.

 

So you cannot say "take the system for what it is" because it is NOT what is being sold.

 

And PM's move back to opening up kiosks, is that their way of acknowledging that online only does not work? (It might work IF they had the right systems and processes in place).

 

And @Alan_K a form alone is not enough to solve all the problems. That is just one piece of it. Again, I hope that the points in the outline I wrote are being addressed.

 

P.S. Many people stay because the prospect of savings is attractive. They stay because they hold out hope that things can and will improve. They also stay because change is not always easy, especially if you have/mange multiple accounts. 


@pm-smayer97, you may have missed my post where I did mention that there used to be those features but the majority of users here signed up when that was not available to them.  

As for the opening of kiosks that isn't acknowledging that online only doesn't work.  The customer service is still online as the kiosks are for actiavtions., Just like other retail locations

 


@ShawnC13 wrote:

I know the system isn't perfect and sometimes it isn't even adequate but I do find it funny how many people are saying it is the worst and not a great idea for a community based system.  I know there was a call centre  for the customer that joined a long time ago but the majority of users signed up knowing this was the way things are done here.  If you don't like the system  or it is the worst system ever, why are you still here?  It must work or this still wouldn't be in operation and supporting something that you don't like well then that is an issue you will have to deal with yourself.  


Again I am not saying what is happening it acceptable.  My big point is people should have been aware of the possibility of what could happen  when you have PM as a cell provider.  We must know what  we are  getting into when we agree to give a company our business.


* I am happy to help, but I am not a MOD please do not include any personal info in a private message to me, click here to private message a Moderator *
Town Hero / Héro de la Ville

Re: Developers Blog: Introduction & the support enhancement journey thus far


@will13am wrote:

@pm-smayer97 wrote:

@ShawnC13 wrote:

...

 

Using one of your frequently quoted remarks "people need to take the system for what it is and not what they want it to be"  ...


The problem with that statement is that PM advertises one level of service but rarely delivers. There was a time when they promoted response times within 4 hours, then changed it to 48 hours, as it still supposedly stands. BUT most of my experiences have been response times measured in multiple DAYS. 

 

So the problem is that many signed up with a certain expectation, SET BY PUBLIC MOBILE! Also, since PM is a strictly ONLINE company (at least lately, though they are re-introducing kiosks, so the model keeps changing), the expectation would be that they have the right facilities to manage the company totally online. BUT as has been identified many times in the forum, there are MANY problems with the Self-Serve system and their customer service system lacks proper management. THAT DISPARITY is what many are complaining about. AND rightly so.

 

Also remember the history... PM started out with stores and call centre, then when Telus bought them, they closed the stores, then closed the call centre. So PM's original model was NOT online only.

 

So you cannot say "take the system for what it is" because it is NOT what is being sold.

 

And PM's move back to opening up kiosks, is that their way of acknowledging that online only does not work? (It might work IF they had the right systems and processes in place).

 

And @Alan_K a form alone is not enough to solve all the problems. That is just one piece of it. Again, I hope that the points in the outline I wrote are being addressed.

 

P.S. Many people stay because the prospect of savings is attractive. They stay because they hold out hope that things can and will improve. They also stay because change is not always easy, especially if you have/mange multiple accounts. 


My favorite line is sometimes taken as absolute and out of context.  You are so correct about the moving goal posts.  I did mention in my earlier post that past service levels are what I had come to enjoy.  I can recalibrate with time.  It is interesting how the moderator team knowledge base still refer to usual response times of 1 hour.  That ship has sailed long ago.  Even the 48 hours is fast becoming a fairy tale.  We live in Canada.  It is undeniable that the lack of competition allow carrier brands to do practically whatever they want with impunity.  

 

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/The-Public-Mobile-Moderator-Team/ta-p/...


And to quote from THAT link, PM is still showing the following:

"During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours."

 

:-\   Hmmmm

Town Hero / Héro de la Ville

Re: Developers Blog: Introduction & the support enhancement journey thus far


@ShawnC13 wrote:


@pm-smayer97, you may have missed my post where I did mention that there used to be those features but the majority of users here signed up when that was not available to them.  

As for the opening of kiosks that isn't acknowledging that online only doesn't work.  The customer service is still online as the kiosks are for actiavtions., Just like other retail locations

 


@ShawnC13 wrote:

I know the system isn't perfect and sometimes it isn't even adequate but I do find it funny how many people are saying it is the worst and not a great idea for a community based system.  I know there was a call centre  for the customer that joined a long time ago but the majority of users signed up knowing this was the way things are done here.  If you don't like the system  or it is the worst system ever, why are you still here?  It must work or this still wouldn't be in operation and supporting something that you don't like well then that is an issue you will have to deal with yourself.  


Again I am not saying what is happening it acceptable.  My big point is people should have been aware of the possibility of what could happen  when you have PM as a cell provider.  We must know what  we are  getting into when we agree to give a company our business.


1. RE: past features

No, I did not miss that. I joined post call centre but when PM was still advertising 2-4 hours response times. No mention of up to 48 hours, which was rare anyway. 

 

2. re: purpose of opening kiosks 

Though you are strictly correct in their immediate purpose, you are being too narrow in the interpretation of motive and too generous to PM.

 

3. re: customer service being online

again, with the stated service levels and their move to strictly online would suggest to many people that they have the facility to do so reasonably well... but clearly they do not

 

4. re: "people should have been aware of the possibility of what could happen  when you have PM as a cell provider.  We must know what  we are  getting into when we agree to give a company our business"

Again, on what basis would users know? They only thing available is material they put out, which again, still states service levels measured in hours! And choosing to be strictly online carries an implied expectation that they can perform business there reasonably well. Clearly they cannot at the moment. (my previous outline highlights this quite thoroughly)

Oracle

Re: Developers Blog: Introduction & the support enhancement journey thus far

I do believe that both @ShawnC13  and everyone else is correct.  people's expectations need to be managed.  if someone asks Simon what the wait time is and gets a reply 2 hours but sometimes longer.  that should be considered due dillegence?  and the typical person would expect a peak time reply maybe in 4 to a max 6 hours, based of the initial time frame.

 

if they said expect initial replies within 24 hours i think 48 maybe becomes a good peak time reply.  

 

we can keep discussing expectations vs reality, but nothing will change, as we have little influence on the staffing decisions.  we can only hope that this new ticketing form will help reduce the time for moderator first contact and proper resolution.   and if it does great, if it doesn't then hopefully PM will start looking at the causes of the issues and start addressing those ( activation failures, voucher issues, auto payfailure, cc not being accepted, etc..)  and if those get fixed that means less people with issues needing help.

Model Citizen / Citoyen Modèle

Re: Developers Blog: Introduction & the support enhancement journey thus far

@pm-smayer97I think Telus can get away with it because discerning people are a minority and people just join Public Mobile just by looking at the price of the plan. Heck, there was a post a few days ago thanking PM for offering an alternative to Big 3.

 

As for customer complaints, turning into anger / action.. Lets use the available data from CCTS (mid year report) Appendix A. It seems Public Mobile got the least number of complaints out of the Telus empire (and even to manage a slight drop).. You were worried about Koodo being squeezed.. it looks like they weren't doing that great to start.

 

Public Mobile does get more complaints than Chatr and Lucky. Of course the number is not adjusted to subscriber base, shrinking market segment etc.. but with all the bruh haha and  hee hawing on this forum.. I was expecting more complaints.

Re: Developers Blog: Introduction & the support enhancement journey thus far

Well, there is currently an issue with the times Moderator_Team are staffed right now.  It's listed as EST.  Currently, most clocks in Canada are referencing Daylight Saving Time.

 

They need to update SIMon to reflect ET, not EST or EDT.  I've ranted about this before.  It's an ongoing saga.  No one is perfect, nor should we expect it.