CS agent has stopped responding to my PM's

[LNH]

I am trying to get help to change an email address for an account and was getting help from an agent with a ticket and a code was supposed to have been sent but not received and now they are not responding to my requests to re-send the a code or any of my PMs - what is the time frame for expecting a response? What do I do if they don't respond?

[CountyDownIeUk]

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@softech wrote:

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@CountyDownIeUk wrote:

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I  find that hard to believe. I have had same......multiple agents reply, likely due to a shift change or a meal/rest break......but never a repeat of information because they have history of the PMs back and forth. Last agent does the resolution. 

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hard to believe but personal experience.  

So many things are hard to believe in this Community.. I had couple hard to believe experience today already 

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Me too....very hard to believe. 

[softech]

@LNH   thanks for updating us with the situation.  glad it finally resolved.   🙂

[LNH]

it is now resolved

[softech]

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@CountyDownIeUk wrote:

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I  find that hard to believe. I have had same......multiple agents reply, likely due to a shift change or a meal/rest break......but never a repeat of information because they have history of the PMs back and forth. Last agent does the resolution. 

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hard to believe but personal experience.  

So many things are hard to believe in this Community.. I had couple hard to believe experience today already 

[CountyDownIeUk]

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@softech wrote:

that's is one issue with PM.. Sometimes not the same person come back and help after you replied.  I had that.  Agent 1 responded and I replied within 5 mins.  I thought the same agent would look it it right a way.  No, ended up agent 2 answered couple hours later and have to ask me the same questions again

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I  find that hard to believe. I have had same......multiple agents reply, likely due to a shift change or a meal/rest break......but never a repeat of information because they have history of the PMs back and forth. Last agent does the resolution. 

[darlicious]

@softech 

Tell me about it....my recent problem has been even more frustrating bouncing between accounts and having different agents respond saying I can see your messages from the last couple of days and it looks like we are recieving and replying to them.

Luckily the last two each on separate accounts really helped and once I sent them a list of all of my messages from November there were 11 that they had not recieved. 🤞They have solved the issue this past weekend.

[dabr]

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@softech wrote:

that's is one issue with PM.. Sometimes not the same person come back and help after you replied.  I had that.  Agent 1 responded and I replied within 5 mins.  I thought the same agent would look it it right a way.  No, ended up agent 2 answered couple hours later and have to ask me the same questions again

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@softech    You'd think there would be some trail/history of which agent has responded to a particular request, even if the previous one has now gone off his/her shift. 

Not the most efficient way of handling issues, especially if it's urgent and require account access or payment issues and no service.

[softech]

that's is one issue with PM.. Sometimes not the same person come back and help after you replied.  I had that.  Agent 1 responded and I replied within 5 mins.  I thought the same agent would look it it right a way.  No, ended up agent 2 answered couple hours later and have to ask me the same questions again

[dabr]

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@LNH wrote:

So I resubmitted the ticket last night, someone finally helped me out, and then some random CSA jumps in line to help and resets the password and now I’m locked out again. Who knows when I’ll get back in. This has been one of the most frustrating experiences and makes me want to leave public mobile.

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@LNH     That does sound like a frustrating experience and don't quite understand why another CSA would intervene and leave you back to square one.

Have you managed to finally get this resolved? 

[LNH]

So I resubmitted the ticket last night, someone finally helped me out, and then some random CSA jumps in line to help and resets the password and now I’m locked out again. Who knows when I’ll get back in. This has been one of the most frustrating experiences and makes me want to leave public mobile.

[Anonymous]

@LNH 

you need re-send new a private message to Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,

• you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
  
• phone number,
• account 4 digit pin,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• 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
  • Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

[esjliv]

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@LNH wrote:

seriously? 24hrs? I replied within a few minutes, and then re-sent a message a few more times, and nothing. Is this a normal timeframe? I guess we definitely get what we pay for. Thanks

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@LNH 

Officially:

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

https://www.publicmobile.ca/en/qc/get-help/articles/moderator-hours-of-operation

Unofficially, likely sooner.

[softech]

@LNH   It could be quicker but I just don't want you to have too high the expectation.

and I think they reply slower on the weekend.

[LNH]

seriously? 24hrs? I replied within a few minutes, and then re-sent a message a few more times, and nothing. Is this a normal timeframe? I guess we definitely get what we pay for. Thanks

[softech]

@LNH  how long you have replied?  honest, you reply immediately does not mean they will do the same  😞      

I would wait 24 hours . .if still no response, reply on the same message once again and hopefully that would give a successful push.

[LNH]

I am certain I'm using the PM system

[HALIMACS]

@LNH 

Make sure you're using PM private messaging between your avatar and the bell symbol on your upper right. 

[LNH]

I messaged shortly after they messaged, and was never informed of any shift change: do I have to resubmit a ticket for this? This is kinda absurd for them to just drop the ball on a ticket and then I have to do it all over again???

[LNH]

yes, I'm replying within the community message system

[Anonymous]

 @LNH : Just to be sure of terminology...you're not replying in email are you? All communication is in the private messaging system by clicking the envelope icon.

[HALIMACS]

@LNH 

They may do shift changes around this time. You may need to follow up with the night shift staff.

Just make sure to copy and paste the prior thread into any future responses.