@popping wrote:
@Rascal
When comparing zoned service like Chatr(Mobilicity) or Freedom(Wind), PM service is exceptional. While I was on Chatr(Mobilicity) 3G and capped 3Mbps, I cannot get any data when I was inside Superstore. Using Checkout 51 app to price match other store price was out of question. Yes, I had 6GB data. I can only use 500MB of the 6GB bandwidth.
After witnessed what had happened after the maintenance Saturday, I was glad to activate my plan on the Friday before the maintenance. The activation was smooth. The number was fully ported to PM in 30 minutes on Friday night 10 pm MT(at midnight central time). I was not expecting my number will be ported until next morning.
As @will13am said many times, people should adjust their expectation for a budget plan. I changed my expectation quickly on that Monday morning. People were waiting 3-4 days or more to get moderator to fix the renewal problem. ATM, I am prepared to wait couple days to resolve any account issues. Similarly, I adjusted my expectation on Chatr(Mobilicity) service according to the amount that I paid for the service.
Judging from the private messages I receive from time to time from customers who mistaken me for a moderator team member, the messages are lacking details. Most of the messages are one liners, some maybe two. This is an educated guess, but some of the long delays reported could very well be due to the need for multiple back and forth messages. These messages are not the same as live chat. Each back and forth probably adds a lot to the overall resolution time.
Although I looked after a large number of accounts, my need for moderator team support was quite low My own experience is that at worst sometime the next day, my problem is addressed. I almost never require back and forth messaging.
Customers who seek help could really help the situation by being as detailed about the problem as possible. Most importantly, identify the account by providing the account/phone number and PIN code.
