Promo deal not proceeded

[Ben_L]

@CS_Agent I still auto renew the original subscription even after completing the message process. 

 

[will13am]

---

@DennyCrane wrote:

@will13am That's my theory, yes. Those that got confirmation but didn't get a plan change will probably see the change at next renewal. I'd still raise a ticket though, because the offer stated next renewal.

Also I recall seeing one that was the 6th and still didn't go, so there's a window there, but I'm not totally clear what the window is. 

---

@DennyCrane , the batch job does not appear to be submitted immediately after the promotion period ended.  For sure, any customer queued up for the promotion should be see it in their online account now.  It was there for me last night.  

[DennyCrane]

@will13am That's my theory, yes. Those that got confirmation but didn't get a plan change will probably see the change at next renewal. I'd still raise a ticket though, because the offer stated next renewal.

Also I recall seeing one that was the 6th and still didn't go, so there's a window there, but I'm not totally clear what the window is. 

[will13am]

@DennyCrane , it's likely the batch process would mean those renewing before the promotion ending will get the deal on the next plan cycle.  Customers not getting the deal yet should be asked to check their upcoming renewal first before going to CSAs for intervention. 

[Ben_L · Accepted solution]

Got update from Agent: he said the deal cannot be applied to the subscriontion prior 8th Sep. And he apologized for the confusing message. So the deal will be applied to the up coming renewal. 

[Chalupa_Batman]

The "Update" peaked my interest. Where did you see the upcoming plan change? If there is a way to see that, this would help solve a lot of peoples questions here.

[Ben_L]

Maybe the truth is the Batch job did not proceed with my request in time. 

But…I literally replied to the message on the same day, I cannot do that earlier. LOL

[DennyCrane]

@will13am Thanks for reporting back. It's tough to offer support in similar situations when people don't close the loop. That's great to know.

Batch makes sense, as instant update would be significant programming for a one off promo. 

[will13am]

---

@DennyCrane wrote:

@Handy1 It's not case sensitive, and he got a confirmation back. I think it's just another case where the renewal date was too close and they didn't process it in time. They need to contact @CS_Agent to have them correct it. 

---

I know you warned of this previously about renewals happening too close to the cut off date for the promotion.  Had the system been programmed to go into a customers account immediately after the promotion is accepted and insert a plan change on next renewal, this problem would not happen.  My sense is that if any customer does not see a plan change queued up in their account, this will happen again and again regardless of when renewal takes place.  

Update:  I just checked my online account, the $25 plan is loaded in as an upcoming plan change.  I guess you are right, batch update.  

[hTideGnow]

---

@Chalupa_Batman wrote:

P.S. I'm still trying to figure how to use previous message quotes. LOL

---

HI @Chalupa_Batman 

quote does not work on mobile web brower

if you are using computer browser, click on the 3 dots first, it will expand another line of option to use , then click double quote (")

[hTideGnow]

@Ben_L  case sensitivity not the problem.  You got a confirmation text 

did you try to use Incognit/Private/Secret mode to login and check to avoid cached page problem?

if really old plan was renewed, submit ticket with CS agent:

  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Handy1]

@DennyCrane and @Chalupa_Batman  i see that OP got the response saying it will be be updated on next renewal .but I think it might be case sensitive I think same issue would happen with reply yes to a port request you need reply YES

[DennyCrane]

@Handy1 It's not case sensitive, and he got a confirmation back. I think it's just another case where the renewal date was too close and they didn't process it in time. They need to contact @CS_Agent to have them correct it. 

[Chalupa_Batman]

What?? How is that the hang up with the system clearly replied back saying it will start on his next renewal date?

P.S. I'm still trying to figure how to use previous message quotes. LOL

[Handy1]

@Ben_L  I see the problem you replied yes should have reply YES in capitals that’s the hang up but show that to support I think they will honour it 

[Handy1]

@Ben_L  So it looked like your renewal was yesterday . So with that screen shot please submit ticket with support to fix . Here’s a direct link 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

                          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Ben_L]

After click it to refresh, it still shows my old plan. And I checked the payment record, it charged me the old plan price. 

 

[Handy1]

@Ben_L  Yes but that sept 5 date is for when that text offer expired to except it . Your renewal date is another date check your account online when did you last pay 

[Ben_L]

Please pay attention to the message date, I replied the message on 30th Aug

[Ben_L]

As you see in the screen capture, the new renewal date is 5th Sep. Now is 7th Sep, I see it renewed my original plan from the portal. 

[Handy1]

@Ben_L  So when’s your renewal date it should change to that plan then since you replied YES to it 

Add are you thinking it should have done so sept 5 that’s just the date the offer expired @Ben_L  if your renewal date has gone by and you replied YES to the offer before then .  double check like this and has the amount charged to credit card changed 

simply try refreshing the page to check data plan / mins / add ons

For most up to date account info