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Great Neighbour / Super Voisin

MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?

I AM GROWING INCREASINGLY AND PERSISTENTLY FRUSTRATED DUE TO THE LONG DURATION TO REPLY BACK, THE LACK OF RELEVANCY IN THE REPLY I RECEIVE.

I HAVE HAD SEVERAL ACCOUNTS WITH:

KODDOO

FIDO

VIRGIN MOBILE

AND NEVER EXPERIENCED SUCH A IMPRACTICAL METHOD OF COMMUNICATION.

IT SEEMS LIKE PM COMMUNITY IS SPECIALIZING IN SALES PREVENTION!

ANYONE EXPERIENCING THE SAME?

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Oracle

Re: MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?

Every interaction i have had has been good.  since interactions are one way communications, much depends on the initial message (content, explanation, details).  

 

can you provide some examples of the ineffective communications?

 

 

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Deputy Mayor / Adjoint au Maire

Re: MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?

It's a small team. They may have full-time jobs outside of Public Mobile. They also likely get a lot of private messages and it can take a while to flip through them all plus finding posts needing help on the forums can be a challenge because requests can get lost if they are not specifically targeted at the mods. They also are not available 24 hours a day (they need their sleep!). I have to say that when I have needed the mods they generally replied within a few days although it did seem a bit canned at first (probably sort of is) they do a decent job helping those they can.

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Mayor / Maire

Re: MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?

@data- Although current wait times for moderator assistance are a bit long, it has not been the norm over the past 12 months that I have been there.  Remember that Public Mobile does not hide the fact that there is no call center.  If your cell service is a matter of critical importance, then perhaps PM is not for you.  However, you can't beat the savings...

One other thing - even if you are frustrated, typing in ALL CAPS is the equivalent of yelling, and is not considered good community etiquette.

 

Highlighted
Oracle

Re: MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?

NO I cannot say that this is my experience here.  Having said that, I have "learned the ropes" with using private messaging for communications.  It is NOT live chat.  Customer should send empty messages like I have a problem fix it please.  They don't mind read very well.  If a customer explains their problem and requested resolution in complete detail, there should only be one basic response back such a your problem is resolved, please reboot your phone. 

 

I know I will get lots of venom for making this statement.  It is made based on experience of getting private messages from customers thinking I am a member of the moderator team.  I would say on balance, 8 out of 10 inquiries are missing information.  With that, there could be a lot of back and forths discussions. 

 

 

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Deputy Mayor / Adjoint au Maire

Re: MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?

Ha, my last reply got auto-modded and disallowed. You are speaking the truth so there is really no reason for you to get envenomed for it. I've done the moderator thing elsewhere and it is a truly thankless task. People are impatient, sure support could be faster here, but they are only human.


@will13am wrote:

NO I cannot say that this is my experience here.  Having said that, I have "learned the ropes" with using private messaging for communications.  It is NOT live chat.  Customer should send empty messages like I have a problem fix it please.  They don't mind read very well.  If a customer explains their problem and requested resolution in complete detail, there should only be one basic response back such a your problem is resolved, please reboot your phone. 

 

I know I will get lots of venom for making this statement.  It is made based on experience of getting private messages from customers thinking I am a member of the moderator team.  I would say on balance, 8 out of 10 inquiries are missing information.  With that, there could be a lot of back and forths discussions. 

 

 


 

Highlighted
Oracle

Re: MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?


@Psygineer wrote:

Ha, my last reply got auto-modded and disallowed. You are speaking the truth so there is really no reason for you to get envenomed for it. I've done the moderator thing elsewhere and it is a truly thankless task. People are impatient, sure support could be faster here, but they are only human.


@will13am wrote:

NO I cannot say that this is my experience here.  Having said that, I have "learned the ropes" with using private messaging for communications.  It is NOT live chat.  Customer should send empty messages like I have a problem fix it please.  They don't mind read very well.  If a customer explains their problem and requested resolution in complete detail, there should only be one basic response back such a your problem is resolved, please reboot your phone. 

 

I know I will get lots of venom for making this statement.  It is made based on experience of getting private messages from customers thinking I am a member of the moderator team.  I would say on balance, 8 out of 10 inquiries are missing information.  With that, there could be a lot of back and forths discussions. 

 

 


 


You hit the nail on the head.  They get yelled at all day but still have to stay cheery and never throw any discouraging words back at the unruly customers.  For telephone support, I have learned to never call customer service after lunch.  By that time, they are probably fed up with their job and are watching the clock to see when is quitting time.  Best interactions are first thing in the morning. 

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Deputy Mayor / Adjoint au Maire

Re: MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?

Their response time is up and down, but last many weeks its very long.  

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Mayor / Maire

Re: MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?


@data wrote:

I AM GROWING INCREASINGLY AND PERSISTENTLY FRUSTRATED DUE TO THE LONG DURATION TO REPLY BACK, THE LACK OF RELEVANCY IN THE REPLY I RECEIVE.

I HAVE HAD SEVERAL ACCOUNTS WITH:

KODDOO

FIDO

VIRGIN MOBILE

AND NEVER EXPERIENCED SUCH A IMPRACTICAL METHOD OF COMMUNICATION.

IT SEEMS LIKE PM COMMUNITY IS SPECIALIZING IN SALES PREVENTION!

ANYONE EXPERIENCING THE SAME?


@dataYOU PROBABLY NEVER EXPERIENCED SUCH AN OPPORTUNITY FOR REWARDS AND LOW PRICES WITH ANY OF THOSE COMPANIES EITHER.

 

Does yelling increase the value of my words?

 

There are pro's and con's wherever you go. You have to weigh them and decide if this is the right fit for you.

 

For me- free phone service but maybe have to deal with an occasional glitch / slow response time for help? Not a problem for me. I love it here.

Good Citizen / Bon Citoyen

Re: MODERATOR TEAM - HOW EFFECTIVE IS COMMUNICATION WITH THEM?

I've not been here long, a couple of months, but what has become clear to me is,    you need to read the knowledge base and the forum's to get the best from the service.

 

PM is perfect for those with basic technical knowledge and the abilty to read and absorb information.      Unfortunatly that means it's not for everyone. 

 

I don't know if that's a great busines model, time will tell.