Upcoming Changes to our Old Rewards Program

[J_PM]

Hey Community,

We have an important announcement to share with our subscribers who are currently enrolled in our old Rewards program.

We’re making changes to our rewards program and are sharing how these changes impact some of our subscribers. Starting in May, we’ll be retiring our old Rewards program and moving all subscribers to our Public Points™ program. 

We launched the Public Points™ program in January 2022 to provide our subscribers with more ways to earn and spend rewards, with greater flexibility. As part of our commitment to continuously evolve our products and services, it's time to retire our old Rewards program and shift our focus on enhancing our Points program.

To show our appreciation for your continued loyalty, subscribers on our old Rewards program will receive a special thank you. We'll send you a text message when it has been added to your account by March 31st. 

We’re excited to continue providing you, our valued subscribers, more opportunities to earn and spend rewards with Public Points™ moving forward.

To learn more about your move to Public Points, check out our FAQ here.

The Public Mobile Team

[ATHENS]

Don’t get mad now but it appears- at least to me - that you feel that your know so much better than PM marketing team. Who knows maybe you do know better and they should hire you.  Ha ha 😆 

[SeniorCitizen]

Well super sleuth. 
1. Am I @Wolfcore ……no.  
2. Not interested in following your saga. 
3. This thread has gone totally off course with the hope of an abundant amount of non relevant posts to gain community points.
4. Suggest to close this thread. 
5. Posts of protest and customer dissatisfaction should be directed to the messenger, PM and Telus. 

[RetiredGuy1]

Yeah, if there is a fair deal of discussion regarding communications from PM then it should tell the PM team something. Namely, no matter how good their intentions, they just don’t appear to be connecting in an effective manner. 

[eyes]

Hi. Noticed that we all continuously advise PM how they should be marketing and how they should be doing this and that right down to their web page and communication structure. Hey maybe we should be charging them a consulting fee for all this how to advise.

PS You guys realize I’m joking - right?

[mikasik2]

Extortion! 

[eyes]

Yes I voluntarily switched to the point system and they gave me 5 points extra and still have my bonus data —— I have disabled auto renew but just noticed that if the account is not continuously active it may lose the data gift. Man they are getting smarter.

[RetiredGuy1]

I wouldn’t necessarily use “text” and “clearly” in the same sentence when describing the effectiveness of PM communications. The text was structured to introduce changes to the rewards program and their impact and then included the link to learn more. Below the link they introduce the bonus data and only state it will be added by March 30, “as long as your account stays active”.

PM could have structured the text in either of two ways to be more clear. First, include the concept of the bonus data immediately following the introduction of the rewards program changes and their impact and then end the text with the link. Or, be upfront within the text and add the qualifiers “you switch to a plan of lower value” and “or you switch to an incompatible plan” immediately after “as long as your account stays active”.

It begs the question if they are just ineffective at communicating or they knew exactly what they were doing by not being clear and upfront.

[softech]

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@hkjhkj wrote:

The issue is that pm violated the code of conduct by doing something that isn't explicitly mentioned in the email and text notifications. Whre exactly does it say in the text that the bouns data will become invalid when downgrading? If there are additional T&Cs (i.e. fine prints), they have the obligation to state  that clearly when communicating to the customers. But they did not. 

If they don't have fine prints mentioned in there notifications, then there will be no fine prints.  

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@hkjhkj 

the text has a link to the T&Cs T&Cs (i.e. fine prints) that you are talking about

The text clearly asked the subscriber to visit https://msg.publicmobile.ca/adb9  On that page, there is a Bonus Data Details and have the answer to your question:

Will I lose my special bonus data if I switch plans?

The bonus data will remain active unless your account becomes inactive, you switch to a plan of lower value or to an incompatible plan.

[HALIMACS]

It's in the Bonus Data Details @hkjhkj :

"Will I lose my special bonus data if I switch plans?

The bonus data will remain active unless your account becomes inactive, you switch to a plan of lower value or to an incompatible plan."

However I still agree with the assertion that it is equivalent to extortion and a ridiculously poor policy on public mobiles part.

[ShawnC13]

@Chalupa_Batman , I am trying to figure this out.  You knew you would lose the data if you went to a lower plan, switch to a lower plan and are surprised/mad the data is gone?

[Chalupa_Batman]

I encourage EVERYONE to follow my lead and file a secondary complaint with the CCTS as I have.

Hello Public Mobile.

As per the rules of the CCTS, I must reach out to you and inform you that I fully disagree with your rules over the 240GB "Loyalty" data that was given to us for being loyal customers. As you can see by the first screenshot in the second paragraph you state, "To thank you for your continued loyalty, we're giving you a special bonus. Enjoy 240GB bonus data for 150 days on us. Bonus data will be added to your account by March 30th 2024, as long as your account is active." There are no other text messages after that.

Today, I lowered my my plan from the $35 a month to the $15 a month plan. My account is still active and it has not been 150 days. 

As I have done some research on your forum, I direct you to your link here.

https://www.publicmobile.ca/en/bc/get-help/articles/move-to-public-points

This was under the heading, Bonus Data Details.

Will I lose my special bonus data if I switch plans?

The bonus data will remain active unless your account becomes inactive, you switch to a plan of lower value or to an incompatible plan.

As I mentioned before. I switched to a lower value plan. It is in my opinion that by the wording used in your forum about changing the plan to a lower valued plan was nothing more than extortion.

Extortion: The practice of obtaining something, especially money, through force or threats. 

Here is the proof it was here then removed.

Please accept this as my official complaint.

To remedy this complaint, I request you place the unused 240GB of loyalty data back on my account on the next billing cycle with a refreshed 150 days.

@CS_Agent @Chalupa_Batman 

[Lucster]

Your 

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@Bunnyhop wrote:

That's the last straw I'm switching to freedom mobile now.

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I'm really getting close to switching... but I decided to submit m first CCTS complaint to see what they'll do before switching my 6 lines.  If I switch all 6 lines, there is no way I'm coming back.  If I receive an offer to come back, I'll send my response to the highest level of management I can find (https://rocketreach.co/public-mobile-management_b5c2fdf8f42e0f00) and/or to all 83 employees that have a linkedin account.

Do the right thing PM and do not go agains't your word.

[RetiredGuy1]

Everything you say is absolutely true. I was talking specifically about those who have already left (in order to receive a win back offer). I used $7 loosely for illustration purposes. You are correct its $5.42 in that scenario. So, a $15 win back, in that scenario, represents more than 2 months but less than 3 months of lost rewards.

[marcnoel]

It's not $ 7.00 loss per month.  It's a maximum of $ 5.42, if you have been a subscriber for more than five years, and are on a $ 15.00 plan.  Loyalty is switching from a maximum of $ 60.00 a year to $ 10.00, so that's a $ 50.00 loss per year, which is $ 4.17 a month, less if you've been with PM a shorter time.  AutoPay is switching from $ 2.00 a month to 5% of the bill, which is as low as 75¢ ($ 15.00 plan), so that's a maximum of $ 1.25 loss per month.  $ 4.17 + $ 1.25 is $ 5.42 maximum loss per month.  If you've been with PM less than five years, and have a higher-priced plan, the loss is even less.

Remember that, if you leave PM, you can't take any referrals, the 5% back, or the $ 10.00/year with you to a new carrier.  You will have to start at the bottom again.

In my own case, assuming all eight of my referrals stay, I will get an average discount of $ 10.53 per month on a $ 34.00 plan, equalling $ 23.47 per month.  I have not seen any other carrier that is giving 50 GB a month for that price.  Yes, I know some have rewards and/or referrals, but the rewards take time, and referrals are not guaranteed.  Once again, we can get 50 GB for $ 34.00 now, vs. 4 GB for $ 40.00 in 2018.  Offering went up, and price went down.  My loss will be $ 4.47 a month, but it's still a better deal than leaving, then having to wait for rewards to kick in, or hope that I can get referrals.  I may not be inclined to refer to PM now, because of this switch, but, until a good-enough deal comes along, I think I'm staying put.

[Bunnyhop]

That's the last straw I'm switching to freedom mobile now.

[RetiredGuy1]

Agreed. Putting aside the win back offer, I think pushing out the low-cost PM subscribers in particular is intentional on Telus’ part as a means to increase the ARPU metric for their annual reports presented to shareholders.

[kb_mv]

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@RetiredGuy1 wrote:

Maybe because its a one-time offer only of $15 whereas other carriers offer greater value via reduced monthly payment on certain plans on an ongoing basis?

Also, for context, lets say a significant number of those who have left did so because they lost $7 a month in legacy rewards ($5 loyalty and $2 auto-pay). If so, is the lure of $15 (which equates to roughly only 2 months of lost legacy rewards) enough to win them back on an going basis? I think not.

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@RetiredGuy1 I'm not suggesting that it is a good offer, I'm suggesting that all companies send out win back offers so I don't think this one is a result of Telus execs shaking in their offices.

[RetiredGuy1]

Maybe because its a one-time offer only of $15 whereas other carriers offer greater value via reduced monthly payment on certain plans on an ongoing basis?

Also, for context, lets say a significant number of those who have left did so because they lost $7 a month in legacy rewards ($5 loyalty and $2 auto-pay). If so, is the lure of $15 (which equates to roughly only 2 months of lost legacy rewards) enough to win them back on an ongoing basis? I think not.

[kb_mv]

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@jimbobs2023 wrote:

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@kb_mv wrote:

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@G_Pomzz  Every company offers win back stuff when someone leaves so I'm having a hard time understanding why this is so different and noteworthy from other companies?

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Maybe because it's such a lousy offer in the current context?

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@jimbobs2023 Perhaps it's a lousy attempt at winning back customers but I don't think any win back offer short of suspending the upcoming changes will satisfy some people. All the companies send out win back offers. I'm just not seeing the higher ups in Telus shaking in their boardrooms over this thread which has about 1000 unique users. They have probably figured they have enough new sign ups on the new program to weather whatever storm brews here. Hopefully I'm wrong and they come to their senses but I won't hold my breath. Despite the changes there is still not another provider serving the Maritimes that can meet or beat my $34/50GB Can-US plan.

[jimbobs2023]

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@kb_mv wrote:

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@G_Pomzz wrote:

 The powers that be have obviously noticed a lot of lost business over the Rewards debacle or they wouldn't be offering a carrot already. 

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@G_Pomzz  Every company offers win back stuff when someone leaves so I'm having a hard time understanding why this is so different and noteworthy from other companies?

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Maybe because it's such a lousy offer in the current context?

[ShawnC13]

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@RetiredGuy1 wrote:

Its reasonable to assume the majority of subscribers will continue to choose to reduce their bill with points rather than buy discounted add-ons or gamble with them. PM could create a toggle in the self-serve portal to allow subscribers to turn on the bill-reduction redemption option as a default. Once a balance of 15 points is achieved, the system would then apply them automatically. If the toggle is not turned on, then the points remain on account until a subscriber manually does something with them (as it is now).

Notwithstanding that, I agree the 15-point minimum balance stipulation is, as they say, “bogus, man”. The points are “earned” by the subscriber so they should be “redeemed” by the subscriber in any denomination as they see fit. In that sense, the PARROT* could be programmed to apply the maximum amount available up to and including 15 points that is in a subscribers account upon plan renewal.

* Public’s Automatic Reward Redemption On Toggle (a RetiredGuy1 concept with trademark waived due to Community Forum T&C) 😄

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I think that this would be a great feature.  I just don't think PM could handle the implimentation of such a feature with their past track record on  with IT issues

[kb_mv]

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@G_Pomzz wrote:

 The powers that be have obviously noticed a lot of lost business over the Rewards debacle or they wouldn't be offering a carrot already. 

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@G_Pomzz  Every company offers win back stuff when someone leaves so I'm having a hard time understanding why this is so different and noteworthy from other companies?

[G_Pomzz]

 The powers that be have obviously noticed a lot of lost business over the Rewards debacle or they wouldn't be offering a carrot already. 

[RetiredGuy1]

Thanks @HALIMACS  Actually, I edited the post to incorporate the idea of <15 points redemption

[HALIMACS]

I like the toggle switch idea, @RetiredGuy1 !!

And sure, I also suspect the vast majority would  rather have an automatic reduction in their bill vs having to think about it or using points for other things.

However based on the numbers of people lined up at fuel station cash register counters buying lotto items … I gotta wonder 🤔

[eyes]

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@RetiredGuy1 wrote:

Its reasonable to assume the majority of subscribers will continue to choose to reduce their bill with points rather than buy discounted add-ons or gamble with them. PM could create a toggle in the self-serve portal to allow subscribers to turn on the bill-reduction redemption option as a default. Once a balance of 15 points is achieved, the system would then apply them automatically. If the toggle is not turned on, then the points remain on account until a subscriber manually does something with them (as it is now).

Notwithstanding that, I agree the 15-point minimum balance stipulation is, as they say, “bogus, man”. The points are “earned” by the subscriber so they should be “redeemed” by the subscriber in any denomination as they see fit. 

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Yes what you suggest would be nice but converting 1 point at a time or 15 at a time yields the same dollar results -- I would like to see some sort of additional reward for auto pay.

[RetiredGuy1]

Its reasonable to assume the majority of subscribers will continue to choose to reduce their bill with points rather than buy discounted add-ons or gamble with them. PM could create a toggle in the self-serve portal to allow subscribers to turn on the bill-reduction redemption option as a default. Once a balance of 15 points is achieved, the system would then apply them automatically. If the toggle is not turned on, then the points remain on account until a subscriber manually does something with them (as it is now).

Notwithstanding that, I agree the 15-point minimum balance stipulation is, as they say, “bogus, man”. The points are “earned” by the subscriber so they should be “redeemed” by the subscriber in any denomination as they see fit. In that sense, the PARROT* could be programmed to apply the maximum amount available up to and including 15 points that is in a subscribers account upon plan renewal.

* Public’s Automatic Reward Redemption On Toggle (a RetiredGuy1 concept with trademark waived due to Community Forum T&C) 😄

[hTideGnow]

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@eyes wrote:

Somewhere I read - but who knows if it’s reliable— that if one switches to the points they will get the 5 point ($5) thank you. But  if PM switches account in may they will not be eligible for this $5 (5 point) gift. So since the switch is inevitable I didn’t want to take the gamble so I switched voluntarily. 

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HI @eyes 

as far as I know, that is untrue.  The point system will give you 5 points for introductory.  But you will need to login to the point portal once to get the 5 points.  Some people joined, never login the point portal and that is why the 5 points not added yet

[HALIMACS]

Remember @eyes , you can only convert once a minimum 15 points balance is achieved.

… a dumb policy they need to change, and while I do not agree it should be automatic, (as there may be some who want to gamble points for draws) they should be able to convert as little as one point to a dollar.