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Good Citizen / Bon Citoyen

[Day 3] no service, still no response

Hey @Moderator_Team why are you ignoring my ticket and answering other newer tickets first?

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Town Hero / Héro de la Ville

Re: [Day 3] no service, still no response

Do remember that

Oracle

Re: [Day 3] no service, still no response

@deweydb, the moderators are not ignoring anyone's private messages.  The response time right now is around 3 days.  A promo just ended.  It is quite possible that they have backlog of account problems to work down. 

Mayor / Maire

Re: [Day 3] no service, still no response

@deweydb

It is still controversial on whether multiple moderator requests from same user will put the person lower on the job queue.  Some moderators have mentioned:  Yes, it will lenghten your wait time (as mentioned in above thread), while others NO, it will not lengthen your wait.  There is no official policy that I know of....   

 

The best request to moderator is  a detailed message with all the relevant information including  your phone number, your account number and PIN code.  Since it is not live chat, the fewer back and forth interactions with moderators, the quicker your problem will be resolved.  

Oracle

Re: [Day 3] no service, still no response

@deweydb it was clearly stated by @Mary_M (a senior mod) that multiple messages slows reply time, but does not put you at the bottom of the queue.

 

Not sure where that post is but it does exist

Town Hero / Héro de la Ville

Re: [Day 3] no service, still no response


@mimmo wrote:

@deweydb it was clearly stated by @Mary_M (a senior mod) that multiple messages slows reply time, but does not put you at the bottom of the queue.

 

Not sure where that post is but it does exist


https://productioncommunity.publicmobile.ca/t5/Discussions/Horrible-customer-service/m-p/290429#M802...

"this pushes you further in the wait line, as our system will take into consideration your most recent message."

Oracle

Re: [Day 3] no service, still no response

@austinhuang 

https://productioncommunity.publicmobile.ca/t5/Discussions/Timeframe-to-hear-back-from-Moderator-Tea...

 

"I wanted to clarify something in regards to what my colleague had stated that to the tools we use. Sending multiple requests does not bump you or make you lose priority - if you send me an initial message on Tuesday 2pm, and then send me another one Wednesday 3pm, it will not lose Tuesday's priority.

 

 

Deputy Mayor / Adjoint au Maire

Re: [Day 3] no service, still no response

Their reply rate is slow down again.    3 days is not acceptable no matter what.  

 

There was a confirmation that the new message will not push the older message to lower piority.  

Town Hero / Héro de la Ville

Re: [Day 3] no service, still no response


@mimmo wrote:

@austinhuang 

https://productioncommunity.publicmobile.ca/t5/Discussions/Timeframe-to-hear-back-from-Moderator-Tea...

 

"I wanted to clarify something in regards to what my colleague had stated that to the tools we use. Sending multiple requests does not bump you or make you lose priority - if you send me an initial message on Tuesday 2pm, and then send me another one Wednesday 3pm, it will not lose Tuesday's priority.

 

 


My source is in October. Yours is in September. I guess we can agree on that the mods send conflicting messages.

Oracle

Re: [Day 3] no service, still no response

@Mary_M can you clarify this issue once again?