I am both a Public Mobile and Koodo customer. They both have their strengths and weaknesses. There's no panacea. For this service, I would generally not consider the moderator team as a weakness. The do a fine job given the circumstances they work under. In fact I get better service with the private message model than with a call center. On Thursday this week, I wanted to ask a customer service rep something I cannot get without interacting with a live person. I used their call back service because listening to music for 2 hours in a queue is not practical. Because Thursday is a work day and work takes precedence over personal stuff, every time I received a call back, I was busy with something I can't drop to answer the call. If I could do a private message interaction, I would have been able to explain what questions I wanted answered, received the response and read it when I have a spare moment.
If there's anything regrettable with this service it's the willingness to live with long standing problems and the inability to roll out a fully tested product. Recently, there were lots of issues with the limited usage plans. That's something which should have been fully tested before going to market.
It's easy to go and complain about the moderators taking a long time to restore accounts that are impaired by the problem. It's not their fault that there are so many affected accounts all at once. It's certainly not their problem for introducing the faulty product. Complaining about bad customer service is very similar to shooting the messenger.
