How long does it take currently to receive a response from PM CS Agent?

[brettster99]

Hey,

What has everyone's experience been recently with getting a response from PM CS agents? When I first joined in 2018 they were pretty fast and helpful. I just recently DM'ed CS_Agent about a few days ago asking about the BF promo deal plan and STILL have not heard anything. I am starting to wonder if it was sent at all, or it was sent and I am being ignored, or there is so many to go though that it's now taking weeks before you can get help.

So how is everyone's response time been lately? 

[gpixel]

@Patchio 

I can see something happening for service issues, but for missing rewards its free money.

there's no auto-pay rewards anymore so it's pointless. 

I don't think they advertise it as working automatically, it's just advertised as free money. nothing really works here they way it probably should... there's things that happen here that's just out of our hands. 

it really isn't that much time spent. it's a message to them and then do something else for a few hours and then come back and check.

idk everyone's different, some people may look at typing a message for a few minutes a waste of time. others, don't mind it. at least we have options to reduce our phone bill. I try not to look at the glass half full.

I don't think PM has the budget that people think they have. Telus is the owner, however, that doesn't mean their investing a lot resources into it. I also believe they don't want PM to overshadow Koodo 

[Patchio]

@gpixel 

Asking for a credit may seem like a reach, except every time I’ve had an issue with PM, it’s been about something that should have been applied automatically. 

I had to contact them when the 5 x $5 RAF bonus credits weren’t being applied to my account, and they chalked it up to a “glitch” and told me to contact them each month afterwards just to get the $5 applied manually. No biggie, just waste my time submitting ticket after ticket each month instead of fixing a problem with the system. 

Now I’m forced to contact them again because the points from Give Back (Community Rewards) aren’t being applied automatically like PM advertised. 

I don’t even have auto-pay enabled because of all the horror stories I read on the Community about auto-pay failing to work properly and people having no service as a result. 

My beef is with PM advertising promotions, credits, and features that are supposed to work automatically, but they often don’t. And when that happens, you’re going to be spending a lot of time trying to fix a problem that shouldn’t have happened in the first place. PM won’t change until these issues start to cost them money, credits, and customers. 

[gpixel]

@Patchio 

yeah three days was a stretch. it really wasn't a priority issue. however, they should've replied sooner than that. next time reply after 1 day of not receiving a response. as for the $5 credit I don't believe that's justified... 🤣 good try though

[Patchio]

@gpixel 

Proper category. I selected New Rewards program (activated after January 25, 2022) > Missing Points > Give Back (Community Rewards).

I asked the CS agent to credit my Public Points account balance with 2 points that were missing from Give Back (Community Rewards). My account had already been renewed twice, and I should have 4 points in total, but I only received 2 points so far. 

When they wouldn’t respond to my ticket until I asked them for an update three days later, and then I had to re-verify my identity because they claimed it expired after three days, I was annoyed and asked for a credit to compensate for the time I had wasted trying to resolve this matter. 

[gpixel]

@Patchio 

for creating a ticket did you go through the proper categories or did you use the bypass method using "other"? 

what was the initial question to customer support?

[Patchio]

@brettster99 

A minimum of three business days, even though I submitted my ticket through the SIMon chatbot, which is supposedly the preferred method, and verified my identity during the process. 

Three days later (Friday) and I still didn’t get any update, so I followed up on the initial ticket in my “Sent” box by replying to it, and finally got a response.

Unfortunately, the CS agent said my ticket and verification (from Tuesday) had already expired and I had to restate my issue and confirm my identity and ownership of the account yet again, which is a complete waste of time and effort.

And the CS agent didn’t send me the link to verify my identity, I had to enter all that information in a private message, which isn’t standard procedure from my past experiences with customer support. 

Contacting customer service is basically a black box at the moment. We know what the desired outcome should be (i.e, PM should fix our issues), but we have no idea whether issues are being handled properly once PM has been notified. 

Whenever customers experience problems they can’t resolve with the help of the Community forum, they are directed to contact CS agents for assistance. That’s what PM has taught its users - if you have a problem that can’t be fixed, contact customer support.

However, that’s assuming your ticket or private message even gets to PM in the first place, let alone having a competent and reasonable CS agent that actually bothers to read what you wrote regarding your issue and is capable of resolving the problem, instead of one that is outwardly hostile and hellbent on telling the customer that they are wrong, mistaken, or ineligible. 

Here’s the last response I received from a “helpful” CS agent regarding my issue of missing Public Points (and the time I have wasted trying to get PM to respond to my initial ticket).

This is a prepaid service, we do not offer credits, I am sorry but no $5 credit will be offered. It is not what you want, is what we offer.

[softech]

@brettster99 honest, time varies.  usually within 2 hours.  but I would say weekend is usually bad.

Also , sometimes you are happy to see a first response in 30mins, but it was just a validation.  you replied immediately, but then the ticket sank to the bottom.  

If urgent issue, message them every 2 or 4 hours for update . But that still not guarantee anything 

[Quigley · Accepted solution]

@brettster99 

There was a gliche before, where CSA would never get your message or you wouldn't get their reply.

Maybe the gliche is back for the Holiday Rush.