THIS IS ADDRESSED TO PUBLIC MOBILE MARKETING DEPT.- How to loose a loyal customer after 10 years.
Step 1: Ensure your AI chat-bot is so ineffective and frustrating that a simple problem that could have been handled easily in a private email is direct to the Community, where the grievance can be aired publicly for all to ponder the value of Public Mobile's customer service.
Step 2: Ensure your customers with existing Plans can only change to More Expensive Plans within Public, or go to a competitor's Plan to reduce their monthly cost (and get better service).
The Issue: As an long-term existing customer I am unable to change my Plan to one with less data, such as to the $25 unlimited text/calling with only 40 or 30? GB data (offered to new customers only).
Instead, I am only offer Kodo (no thanks) or 2 Public Mobile Plans each with more GB data for $45 or $50.
So after having upgraded to $45 per month Plan with all the bells and whistles that I never use, I can never reduce my cost back down and get a cheaper Plan that I originally had.
In effect, you are telling me that I must go to one of your competitors to get the Plan I want; better to loose a established customer than allow them to reduce their monthly cost.
I guess marketing courses at universities have change in 50 years since I took them at U of C. It use to be fundamentally known that is far cheap to appease existing customers than to find new ones. And a dissatisfied customer is more likely to tell 100 people about their negative experience than a satisfied customer is to tell 10 people.
No need to respond, just enlightening the public about Public's less known policies.
