Thanks Hairbag1.
I totally understand that much of the support is community based. This is the fifth plan that I've purchased and now my whole family is going to be with Public.
Seems that each time I signed one of my family members up, there was always an issue. This time I thought it would be different since I used the app. Everything was going super well and I was impressed as the subscription process seemed to know that I was waiting to receive the SIM card. But then when I tried to continue, I clicked on the plan to make sure that I was still getting the deal that I signed up for (was charged on my credit card) I could no longer pick it because it wasn't in the list to choose from. In this case you wouldn't be able to help as my official account is not even created yet hence why I clicked on the "chat now/get support "to speak to someone right away.
I've been lucky as once my accounts are set up I've never had to really get support. The service is solid and I really can't complain. I'm a satisfied customer. Except when almost every time I had to subscribe one of my family members. I cringe always at the thought of going through getting help to get my issues fixed. The really frustrating part is the bot, I spent a couple hours on trying to get the info while going around in circles, I must have had 10 tabs opened on my computer from all the separate windows that the bot kept opening. Why couldn't the bot provide the link that @softech provided. As soon as I had that I was able to sent a message to CS_Agent. Also, had someone on the support side responded to my chat request (during the normal posted hours of operation) I would have been been directly in contact with someone that could help, instead, I got a message saying that no agents were not available and the chat window closed.
Anyway I just think that if you have a button to chat with an agent but that no agents are available isn't during the hours of support lacks a bit. By tweaking the app to show that you are number 99 in the queue and an eta in minutes before you are server then users would know what to expect. I definitely didn't expect to get no support. A bit more tweaking should be done to the bot to not send the user in circles, would really help the situation and not leave customers so frustrated.
Anyway thanks for your response and looking forward to seeing you on the forums. Take care
