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Dave_M
Retraité / Retired

Update on support

Hello Community,

 

I want to give you an update on where we are at right now, since the last time I did so was last week. 

 

First, I want to start off by thanking you all for the continued patience and support you have demonstrated over the last two weeks. We realize many of you have had no service or incomplete service for days now and I apologize for this. I can assure you that our entire team is working tirelessly to get through the backlog as fast as possible and as effectively as possible.

 

To manage your expectations, you should know that our current average time to first response is 12 days. That means that as I write this, we are answering customer messages that were submitted on Friday, Nov 19th, 2016.

 

Our system pools all Community posts, private messages to the MODS, and social media messages into one feed, and we are working through each of these in chronological order – first in, first out. This way we address the issues that have been going on the longest. Again, we appreciate your patience.

 

The high level of interest in our promotional plan also brought to light some fractures in our systems and opportunities to improve our support. We will be doing an in-depth review of lessons learned once we’re done going through customer support requests, but in the meantime, I wanted to share some of the most obvious opportunities we have identified:

 

  • A ticketing system for customer support inquiries that acknowledges receipt of your issue, provides a ticket number upon receipt, lets you know where you are in queue and when you can expect to hear back from a moderator
  • A cleaner way to organize tickets by type of issue so we can better prioritize
  • Activating and porting simultaneously failed for a greater percentage of customers than we had seen before so a group of colleagues from our technology team are investigating quick fixes for these

Unfortunately, these lessons learned won’t be fixed overnight and won’t be implemented quick enough to improve support for those in the queue right now. But, you do have our commitment that we will focus on improving this process.

 

Finally, to help us manage our volume of requests, we have a couple of asks for our customers who were with us before the Fall promotion:

 

  • If you future dated your plan to change to the Fall promotion and you see in Self Serve that the plan change failed, please give us 72 hours from your plan renewal date before you contact us. We’ve identified an issue that is delaying this change, but the change will happen.
  • If there is an inaccuracy in your rewards, we would ask you to please message us after December 5th to get those fixed. We will make sure you get all the rewards you are entitled to, but we want to make sure we are prioritizing customers with no service in the short term.

Once again, I want to thank you for your patience and for sticking with us through what has been a busy and challenging time. We are grateful to have you all in our Community and look forward to building a bright future together.

 

Sincerely,

Dave

daredogg
Mayor / Maire

Re: Update on support

Thanks Dave! Thumb Up

CaNuCk07
Mayor / Maire

Re: Update on support

Great to hear thansk for the update dave!

ShawnC13
Oracle

Re: Update on support

Dave thanks for the update and all the work you and the mods are doing to get things cleared up.  It is nice knowing how long of a wait for someone to hear back.  12 days is still a long time but atleast we have a value to now let other members know.  Is it possible to get a quick weekly update to see where the wait is at and show the improvement.

 

Again thanks for the update and all the work the staff is doing at resolving the issues found during the promo.


I am happy to help, but I am not a Customer Support Agent please do not include any personal info in a message to me. Click the Chat bubble in the bottom right to create a trouble ticket *

hongyangs
Great Neighbour / Super Voisin

Re: Update on support

Nice step at least we know where we are in the queue

Kenhu
Great Neighbour / Super Voisin

Re: Update on support

Hi @Dave_M

 

Thanks for the update and would appreciate if this date can be constantly updated. I have a ticket submitted on the 20th and numerous social media message and PM to the mods have been sent hopefully someone can address my porting issue quickly. I am dreaming that it can all be fixed by tomorrow. Again, I have been frustrated in the last 10 days and just can't wait to get my PM number up and running properly. 

 

 

ajanda
Model Citizen / Citoyen Modèle

Re: Update on support

Hi @Dave_M a fellow member @ad20 had messaged @Mary_M on Nov 20 around 12am. They are transferring there line from Chat-R and have faced a porting issue. Thank you for the update on this much needed information. 12 days is a really long time. Smiley Sad I hope you guys can get to this request by today/tomorrow.

 

Thanks

CFAguy
Good Citizen / Bon Citoyen

Re: Update on support

Thanks for the update. Looking forward to a normalized situation with PM.

Kraekin
Good Citizen / Bon Citoyen

Re: Update on support

Thank for the update, but im sorry am I the only one who thinks people with NO service due to no fault of their own should maybe be a bit higher on the list? I know some might think this unfair, but I find it a bit inappropriate that a company would let customers have no service for so long.

pn
Good Citizen / Bon Citoyen

Re: Update on support

DEAR DAVE,

 

SEND ME A CREDIT THEN IF YOUR PEOPLE ARE GOING TO CONTINUE TO REFUSE TO ANSWER MY REQUEST TO GET A PUK CODE (THIS IS SOMETHING THAT SHOULD ALREADY BE ON OUR SELF-SERVE OPTIONS) SO OBVIOUSLY THIS COMPANY FORCES US TO REQUEST THE PUK SO THAT IT CAN SAVE ON THE LENGTHY TIME PERIOD WE DONT HAVE USE OF OUR PHONES.

 

GET SOMEONE TO SEND ME MY PUK!!!!! THIS IS A SIMPLE SIMPLE, SIMPLE, SIMPLE REQUEST AND SHOULD NOT TAKE SO LONG - PLUS AS ALREADY MENTIONED, IT SHOULD BE A SELF-SERVE REQUEST.

 

VERY DISAPPOINTED AND STILL NO PHONE LINE!!!

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