About Referral

[ZhengguoTao]

Hi, 

My friend uses my referral code when registered this October, but i didn't get bonus. How to check if someone use my code?

Zhengguo 

[darlicious]

@JK8 

Your preaching to the choir. 😁👨‍👩‍👦👨‍👩‍👧👨‍👩‍👧‍👦👨‍👩‍👦‍👦👨‍👩‍👧‍👧👨‍👩‍👦👨‍👩‍👧‍👦👨‍👩‍👦‍👦👨‍👩‍👧‍👧😇

[JK8]

@darlicious 

I’m just saying that if PM did not want customers the option to private message then remove it from the main “help articles index”.  Not all customers are asking questions in the community. Some are going to the help articles themselves and figuring things out. I was just stating what was in the help articles to assist customers.  Not everyone likes the chatbot so giving them an option to private message is a service. If we just gave customers the chatbot option and only after hours of their frustration trying to submit a ticket, we then told them they could have easily private messaged an agent is a disservice.

Edit: For PM to delete the instances of private messaging from their site would be so easy. 

[darlicious]

@JK8 

I'm only repeating what the oracles keep repeating to me about private messaging. As detailed in my rant....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/td-p...

....and I posted after Jade requested that I prioritize SIMon over private messaging. Of course I still do what I do..... 😁

[JK8]

@computergeek541 @HALIMACS @darlicious 

So I took a look at the "Get Help" link at the top of each page. You can then choose the "help articles index." To me this is the most logical way a customer would navigate. The help articles are organized into their respective sections. The private messaging is still included. I would assume that if PM did not want customers to private message them they would have cleaned up this help file.

[darlicious]

@ZhengguoTao 

Check your text messages from 611. If your referral code was used you would have recieved a Cha-ching text at 2pm eastern the following day. That will also give you the date of the activation.

@computergeek541 

"All tickets should be going through the chatbot." 

As you well know....I never use SIMon. So contacting customer support via private messaging is always an option....it's just not what public mobile prefers customers to use.

[computergeek541]

---

@HALIMACS wrote:

It's still here,  @computergeek541 , as an alternative means of contact:

https://www.publicmobile.ca/en/on/get-help/articles/get-support

---

@HALIMACS 

I suspect that bits and pieces of that help article are leftover when Pubilc Mobile transitioned to opening tickets using the chatbot.  My understandng has always been that the using the chatbot to open the ticket has never been optional, and that the the mention of private messaging was inserted into the help article during a transition period with the method serving only as a backup.  The most current information is at https://www.publicmobile.ca/en/on/send-us where there is no mention of private messaging.

[HALIMACS]

It's still here,  @computergeek541 , as an alternative means of contact:

https://www.publicmobile.ca/en/on/get-help/articles/get-support

[hTideGnow]

HI @ZhengguoTao   did you get a text from PM telling you have a new friend joined?

if you are on the old rewards , you would see a list of friend phone number there.  But on new system, you won't see that list

[JK8]

@computergeek541 

Thanks for the info. I have not looked at those pages in a while. 

[computergeek541]

@JK8 

Please be aware that members shouldn"t be directed to use private messaging to intitially contact a customer support agent. All tickets need to be going through the chatbot. If viewing the most current information about contacting a CSA on the "send us" page, you'll notice that there is no mention of private messaging.

[softech · Accepted solution]

@ZhengguoTao first ask your friend to check if there is $10 showing up in his Available Fund in his My Account (make sure it has been 72 hours since activation)

Then, ask you friend to open ticket with PM support for you (and for him as well if he does not see the $10).  One single ticket for both of you:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[JK8]

@ZhengguoTao 

Ask your friend if they received the $10 credit to Available Funds in their self service account? Your friend will have to contact an agent with your referral code and phone number.

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST

Keep an eye on the envelope icon in top right hand corner for a reply from the agent.