Re: my original customer review, in fairness to PM’s competition, I reviewed PM using the same methodology.
Public Mobile: Telus Network / Owned by Telus: complaints re: customer service & billing issues; note: very rarely connectivity issues, but definitely a problem for those using 5G who live / work in concrete buildings, which applies across all providers.
I didn’t include this category for the other providers, but as a PM customer, I feel I have a vested interest in highlighting these two problems, hoping Telus will improve on them.
I’ve never used an eSIM, but there were a significant number of complaints, re: failure to activate accounts using them. Some were attributed to the eSIMs themselves, while others with respect to the app process & the problems encountered by the lack of customer support to resolve those issues. Some actually gave up & opted to go with other companies.
I’ve never used the PM app either, but there were enough complaints about it, that I took notice. On par with the eSIM, it seemed to give some users endless problems, which led to the same disappointment with customer support, resulting in a vicious circle.
While I feel for them, it highlights the fact that people generally don’t look closely at the services provided by companies, until they hit a snag. Most of them were shocked at the lack of real time, live person to person contact; shocked that they had to use a chat bot etc.
Luckily I’ve never had problems, but while doing this review, I discovered this for the first time so, I’m just as guilty:
Accessibility (publicmobile.ca) (link removed...) - for customers to leave feedback anonymously, or otherwise.
Because I’ve no experience with either of these problems, my suggestions may not be feasible, so please feel free to say so & to add your own.
1 – Instead of automatically referring customers to the mobile app, to complete the steps to use an eSIM, provide an in-depth tutorial, a step by step how to guide web page, as an option, something they could follow along with, as they use the app. It would be appreciated by the uninitiated, of which I am one.
Out of curiosity, on site I followed the instructions, asked my question: how to use an eSIM & was immediately presented with this: Public Mobile (link removed...) (See Results for: how to use an eSIM) Not nice... I’d be really miffed if after working it out for myself, the activation failed.
If the complaints were accurate, then when mistakes are made, the user isn’t able to try again, because of security overrides, meaning they have to jump through hoops, before having their issue resolved days later.
2 – The reviews of the app itself, left me wondering if it was user friendly at all, how intuitively it responds. The connectivity problems associated with it were of particular concern. While I’m not in any hurry to use it, I’m aware that Telus has modified it, making what iPhone in Canada feels is a definite improvement, per their blog March 12th.
So far, the reviews here on site indicate that it’s a really welcomed improvement, so hopefully new customers will feel the same way.
Latest Enhancements to your Public Mobile App Expe... - Community (link removed...)
For those interested in 5G, I guess two phones is the answer, or else switching your phone's settings between LTE / 5G depending on the building you’re in.
Source: Propmodo
