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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve


@darlicious wrote:

@pm-smayer97 

I see what you are saying and that is not how it should work....(yes but no)....as it was explained to me ( im trying to remember if this was explained to me privately or publicly.) If I understand it correctly....once you unsuspend (before or after you add the funds?)the autopay is enabled but the reward is not added but if you then manually add $1 it triggers the $2 reward to appear in the rewards section and be applied upon the next renewal. However the $2 reward should automatically appear and payment of the plan should trigger a second $2 autopay reward to appear (like at activation where the first renewal receives $4 in autopay rewards)and the $4 is applied on the following renewal. What happens with other rewards on these accounts in this situation?


Interesting explanation. It seems to contradict what they have documented and what I have experienced in the past such that the AutoPay does not accumulate and so $2 is lost each time. I have tried to have them fix it only to have them argue that it IS working as it should, even though it is not.

 

I do not know why they make it so complicated... all they would need to do is apply the AutoPay as soon as the account is re-activated if the account is past the Renewal date and AutoPay is registered. So simple...but I have yet to get someone to actually understand that or even look into it. So I have given up for now and found another "hidden" work around but it is a bit of a pain.

 

As for other rewards, I do not know because I never had others applicable at the time to see what happens before I figured out this work-around. I do now but with my work-around I never have to worry about it (as long as I am willing to put up with a minor inconvenience each time). I could try it but risk losing the other rewards, so no sure I want to risk it.

 

It can be SO HARD to get PM mods to see a problem, as they often get stuck with "this is how it should work" that they cannot see or understand anything else when it is not. Getting them to see the very SIMPLE problem that was fixed in this thread (which was just changing some text and dates) took WAY TOO MUCH effort (dealing with 9 different mods before they were willing to escalate it to Alan_K/Tiana_V). Imagine for anything that requires even remotely a little more thought how much effort that is?!?!?! I have tried many times on this and other issues and it is A LOT of work!

 

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Mayor / Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@pm-smayer97 

Yes you really have to be a dog with a bone around here to get a fix for certain things. When the time comes and I need to suspend for more than 30 days I'll to tap you for your work around and then see if I can get the fix done for my account (s). It's a little hard to raise an issue when it's not yours! Now if I could only find a fix for my threads disappearing from the lounge.....maybe the **poof** the magic dragon disappearing post bug has grown a pandemic sized appetite and is gobbling up whole threads unfettered in the lounge!

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Retired Oracle / Oracle Retraité

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve


@pm-smayer97 wrote:

It can be SO HARD to get PM mods to see a problem, as they often get stuck with "this is how it should work" that they cannot see or understand anything else when it is not.

 


I do fully believe that moderators are trying to their best to do what they can in a timely manner. However, it can sometimes be difficult to fix something when they can only go by the information that they have in front of them.  Moderators are not Public Mobile customers, so in that sense, they're at a disadvantage, and when it comes to some matters, the customers will know more about a particular issue.

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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve


@computergeek541 wrote:

@pm-smayer97 wrote:

It can be SO HARD to get PM mods to see a problem, as they often get stuck with "this is how it should work" that they cannot see or understand anything else when it is not.

 


I do fully believe that moderators are trying to their best to do what they can in a timely manner. However, it can sometimes be difficult to fix something when they can only go by the information that they have in front of them.  Moderators are not Public Mobile customers, so in that sense, they're at a disadvantage, and when it comes to some matters, the customers will know more about a particular issue.


Well actually, no. It is just plain bad customer service when they literally argue with you and stonewall you because they do not believe there is any issue to address when the documentation is plain as day (I am VERY thorough). Instead, many of them just quote the "policy" which is irrelevant when you show them that the system does not even work a particular way, not even according to what they are saying. Then you get the same thing from some managers and the tech support team, I suspect probably because in part it becomes a case of broken telephone.

 

The simple example is THIS thread...this fix should NEVER had required that many interactions to get them to see what the problem is...and it is NOT even technical. Imagine when the problem is technical?!?!?! I have had that experience too.

 

That is why what is still missing from the service scope is a clear and easily accessible escalation path to avoid or bypass this when really necessary. Maybe one day when someone wakes up to how this affects the company image.

 

There have been many potential customers I have steered away from PM because of these types of scenarios because I know they could not handle it.

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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

The message is still off  it should  " Pay before 2am Eastern Standard Time" on your due date if you are in PEI or out East your payment actually comes out at 11pm 1 am Eastern the day before.

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Retired Oracle / Oracle Retraité

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@zblackma

 

I would ignore any references currently stated in *611 recordings or the help pages about the exact time of renewal. The renewal times are constantly changing for each of my renewals. The only thing I believe that Public Mobile should say is that the renewal will happen some time early in the day listed in self serve.

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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve


@zblackma wrote:

The message is still off  it should  " Pay before 2am Eastern Standard Time" on your due date if you are in PEI or out East your payment actually comes out at 11pm Eastern the day before.


 Not correct. It is NOT 2 AM STANDARD TIME...it is at 2 AM EASTERN TIME...meaning, in the Winter it is STANDARD TIME and in the Summer it is DAYLIGHT SAVINGS TIME. So, in PEI, which is in ATLANTIC TIME, it should be one hour earlier, or 1AM. Strange if you see it at 11 PM the day before.

 

Anyway, good luck trying to get PM to post accurate info on Self-Serve. This is probably as close we are going to get it. It took A LOT of effort just to have them make this change...all because it was off by almost 24 hours and cause people to miss the expiry time. Now at least the worst that can be said is you would be a few hours early.

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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve


@computergeek541 wrote:

@zblackma

 

I would ignore any references currently stated in *611 recordings or the help pages about the exact time of renewal. The renewal times are constantly changing for each of my renewals. The only thing I believe that Public Mobile should say is that the renewal will happen some time early in the day listed in self serve.


Renewal times START being processed at 6 AM EASTERN time. How long it takes to get to YOUR account may very well vary...That said, for me it has been fairly consistent to occur with minutes of 6AM on all my current 5 accounts. I'm in the GTA.

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Town Hero / Héro de la Ville

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@pm-smayer97

@zblackma wrote Eastern Standard Time which is for Fall and Winter. Our time right now is Eastern Daylight Time. Right now we are in EDT. There is also an AST Atlantic Standard time in the fall winter and ADT Atlantic daylight time Spring summer. @zblackma reference was not to confuse but to recognize that AST is behind EST and EDT is behind ADT. Either way, you need to recognize that your payment will not come out at 2 am AST or ADT but 2 am EST or EDT depending on what time of year it is but will actually come out at 1 am ADT or 1 am AST the day prior. Atlantic Canada is one hour behind EST and EDT not 3 hours @zblackma 🙂 But I do understand how you might say Eastern time or Atlantic time without the standard or daylight inserted. I have always used the centre reference though.
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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@NaepalmI was simply commenting on the fact that if someone says STANDARD time when it is currently DAYLIGHT SAVINGS times, it is wrong because the trigger is NOT based on STANDARD NOR DAYLIGHT SAVINGS time... it is based on CURRENT time based on the EASTERN timezone. In other words, it changes based on the applicable time standard in effect at the time.

 

So in this case, it is ALWAYS 2AM...regardless of whether it is STANDARD or DAYLIGHT SAVINGS.