Here's my Public Mobile Activation experience

[Ste88]

Get SIM card

Go to "Activation", fill in form with Koodo Acct.

Stops at second step.

Try again, this time using IMEI

Stops at second step, suggests asking for help.

Follow link to help.  Asks for Account login.  I don't have it, not activated.

Send PM.  Customer Help wants a voucher to activate for me.  I need to go to a gas station or hand over my banking information + 25% to a website I've never heard of.  Refuse "help"

Check my phone number.  Transfer already requested.  Check MasterCard.  Money deducted twice.

Send PM.  "Payment is only pending, won't be deducted".

Read that I need to use a private browser window and only use previous account number.

Activation success.

Now 3 payments for  the month have been taken, and they are posted, not pending.

PM.  Refund coming in 7-10 business days.

It's now 14 calendar days since the refund promise.  No refund, no explanation.

It seems activation works very well for tying up a phone number and taking payment.  Not so well for activating or explaining that Public Mobile messed up.  

When I left Koodo, I was warned that Public Mobile had no customer service.  That's untrue, there is something called customer service, it just doesn't work.

I'll wait a few days to calm down and then try to get the two excess payments refunded, again.

[Anonymous]

Hey, what happened to my old name?  I was asked to provide a new nickname even though I was accepted under the old name.

[Anonymous]

I got the refund on the day I posted my complaining.  The credit card didn't enter it until a week later.  I am still annoyed that Public takes payment for something before confirming that they are providing that service.  Then the correction is up to the customer and made as difficult as possible.  It is unfortunately too common in industries that hide behind technology.

However I get "rewarded" for writing complaints.

[Korth]

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@hTideGnow wrote:

Yes, PM has no phone centre support, normal.  But once you set it up, there is really not much you need support's help .  And you have Community here to back you up  🙂

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This is true and untrue.

Many (most) customers experience no problems and no issues. So, once they've stumbled through setting everything up without any help, everything works and there's really no need for support.

But some (few) customers do experience problems and issues. And sometimes these are caused by technical barriers or system quirks which can only be fixed by Public Mobile on their end. The most common issue (in my opinion) occurs when AutoPay breaks down - and it will eventually, if you use it, because every credit card eventually expires - and customers suddenly find themselves with no phone service, no memory of their Self-Serve password, and no real ability to get Public Mobile to make a simple correction on their account in a prompt manner.

The Community is a fine resource. Not only because of the customers who contribute today but also because the correct solution for almost every possible problem has already been submitted before.

But the stupid chatbot, the queued support ticket system, the impersonal CSAs working out of a call center ... the delays caused by scripted back-and-forth interactions, the lack of any direct contact ... these are not a sufficient way to operate a business which relies on customer retention. Especially not when the competitors have real physical locations, stores and kiosks, you can walk in with your problem then walk out with your problems solved and working phone service in your pocket a short time later. It's too easy to decide Public Mobile sucks and signup with somebody else, not waste your time waiting and waiting and explaining and explaining and asking and asking when you can just give them your money and get them to fix you up in a single interaction.

Most customers don't want to become "experts" on phones. They just want working phones. They might be willing to go through the process at Public Mobile to save a few bucks. But they might instead be willing to go somewhere else and pay a few bucks so somebody else figures it all out for them.

[LitlLdy]

@Ste88 , I completely understand your frustration! I’m so sorry. Thank you for sharing your experience.

I hope that your services (Phone, Text & Data) are all working correctly now with your ported phone #.

Please make sure to keep a note for future reference for support of everything you setup your account with… your account #, the email address, password, your pin #.

When you create another support ticket to CSA please ask for a Senior CSA for better help (I would at this point in your frustration) & quote your previous ticket # to them that you received when contacting them about receiving your refund for the 2 charges that need refunded which won’t get refunded back to your payment method but instead be put on your account balance that you can use for your renewal of your 30 day plans.

Also, please sign into your “My Account” using a browser in private / incognito mode (webpage has cashe issues, they're aware of that) & look to see if you have an account balance of your refund there.

From here on out… for future reference in paying for your 30 day plan, I personally add funds manually 2 days ahead of my renewal of my 30 day plan & not rely on autopay to work correctly to use my payment card to renew my plan to avoid interruptions in my phone services. I turn autopay off in “My Account”. I use a prepaid card to pay for my plan which I only keep the exact amount of funds on that card that I want to pay my plan renewal with. Just to avoid mistakes.

Please let is know how it goes.

Edit: If there’s anything we as Customers can help you with at any time please ask. 

Welcome to Public Mobile. I hope from here on out that your experiences are much better. 

[BKNS27]

@Ste88 

Wow sorry to hear about your experience on PM.

Refunds may take up to a month to complete.

I have 5 friends and family that joined PM without an hitch.

The problem is if you missed a single step in activating the SIM. You are hooped and will have to go through a long process to correct…like your case.

[pmva]

@Ste88 sorry to hear you experience was so convoluted.  I'm sure you'll have activation experiences that range the whole spectrum.  Mine was pretty routine, I filled out the required info, chose my plan, chose port, the port took about 6 hrs or so and service has been fine ever since.  I feel fortunate I didn't need to engage support for the activation/port process but wanted you to know that smooth activations do occur.  I saw that I was charged twice last month (pending) and was thinking I'd have to contact CS Agent, but I waited to see if both would be posted, but only 1 transaction was posted.  Why were there two holds pending?  I have no idea!

Anyway, hope your service is working OK and that you get your overpayments refunded or credited back to your account.

[hTideGnow]

HI @Ste88   

but  your PM phone is now working? both inbound and outbound calls working?

and you already know how to submit ticket and you already have one to ask for refund?  They will come.  Refund is always like that with any shops, slow

Yes, PM has no phone centre support, normal.  But once you set it up, there is really not much you need support's help .  And you have Community here to back you up  🙂