HELP ASAP

[melrod]

I have contacted Public Mobile three times through email and still have not gotten ANY response. It said that I was to receive a response within 24-28 hours. 

I did not have phone service for over a week because the Sim Card was defective. I finally ordered a new one myself because no one was offering me help. My phone is now working. 

I am requesting a refund on both sim cards and a refund on the 9 days that I paid for that I did not receive any service! 

[Mary_M]

Good morning @melrod

I have received your private message and I responded yesterday morning.

Can you please check your inbox ?

Cheers,

Mary

[melrod]

Hi Mary, 

I private messaged you with my phone number a few days ago as you requested but I haven't heard back as yet. Please let me know if you received it. 

Thanks, 

Melissa 

[Mary_M]

Good morning @melrod

Thank you for sharing your experience with us!

I'm really sorry about the delay - due to a high volume of emails, it is taking quite a little longer for a response. However, don't worry, the community is a great place to get help!

Firstly, you will need to send an email to rebate@publicmobile.ca including your Shopify order # as well as your PM phone number requesting a refund. It will be processed within 7 business days.

Can you also send me your phone number by private message ? We'll see what we can do for you 🙂

Cheers,

Mary

[srlawren]

Looks like @McLaren types much faster than me!  🙂  Beat me by a few minutes.  FYI I don't believe Shazia is working tomorrow, so for quickest response, please message Mary_M as I suggested.

[srlawren]

Hi @melrod, sorry to hear of those troubles!  I know the email support team is quite backed up at the moment--a few weeks ago, PM introduced new pricing plans, and generated a large influx of new customers like yourself.  For future reference, you will likely get a much quicker response by coming here to the community, as you have now done.  I'm glad you were able to get a new card and got things up and running--welcome to Public Mobile!

Since your case is a bit unusual, I'm going to flag PM community moderator (a support specialist that works for Public Mobile) @Mary_M and ask her to connect with you tomorrow when she's back in the office.  She can help you with the SIM cost rebate, and hopefully can do something for you regarding your lost couple of weeks.  Typically PM does not offer refunds, but under special situations like this where you've been unable to use the services through no fault of you own, they usually try to make things right.  

To speed things up, I would recommend that you send @Mary_M a private message with your Public Mobile phone number.  If you're not sure how to send or view private messages, please see these instructions:  http://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating/...

Hopefully you will have smoother sailing from now on.  Welcome again to Public Mobile!

[McLaren]

Sorry to hear about your troubles. Send a private message with your account information to @Shazia_K or @Mary_M they can sort it out for you