Who and where are the mods at??

[Nyuszi90210]

I've messaged a mod, Shazia_K and have left Facebook messages on the PM site. I am getting worried at the level of ignorance I am receiving from PM. This is not professional whatsoever, and you could be setting yourselves up for failure when simple fixes go unanswered ಠ_ಠ Here is the situation I am currently experiencing:

I ordered my SIM card on November 5th and still have not received it in the mail. It is now November 26th. Though I understand there are a limited number, it's now been 21 days. I am not impressed if this is how a new customer is going to be treated.

Please do one of the following things:
Send me my SIM card and allow me to have the $40 special plan that was originally offered
OR
Refund my money back onto my credit card and don't bother making me a new customer

I will not be travelling to a Toronto location for a $5 SIM card. I am in Bowmanville and requested it be mailed for a reason.

Regards,
V

[oilblue99]

Not sure we ever answered one of your original questions..."Who are the mods?" See this post from the KB. Hope that helps.

[fanfan]

I ordered 2 SIM cards last Monday and received them on Thursday. They were sent by express post with no shipping fee to me. I am located in BC.  No back log in ordering new sim in case you choose to do so.

[Nyuszi90210]

I didn't wait 21 days. I waited two weeks knowing they would be swamped. I haven't heard back from a representative since 😕

[UDP7]

Couldn't you just order a new one and then once you get everything activated, contact the mods and tell them your situation and get the first one refunded? I don't understand how you waited 21 days thinking something was going to happen.

[mimmo]

@Nyuszi90210  Waiting 21 days is a long time, my best guess is either it did not get shipped, it was returned to PM or it got lost.  

If you private message the mods with your order number they are able to get you a tracking number, but expect to wait until the back log is finished, PM had over 14,000 orders in the last 20 days of the promotion or 600 orders /day average. so if you can wait another week or so for a reply then that is what I would do.

If you want to activate sooner than later then,  I would order a new sim for 5$   and when it arrives activate your new plan (not to add fire to the flame i ordered one on Tuesday ant it arrived Friday to Victoria), you would likely be waiting  a week or so for the plan to be changed to the promo plan once you message the mod with your original invoice number  and at that point you could ask for a refund for the order that did not arrive.

Yes it sucks having to pay a second time, but PM has been really good at making things right for its customers.  so either way hang in there, once you are going there is no looking back.

Also when messaging the mods it is best to create a clear and consice subject as that is what the will see. ie "Ordered sim Nov 5, hasn't arrived please resend"  even forum subjects should be similar.  I will admit when I read your first message, it put out a more negative/advisarial vibe than a positive one. 

I know the mods are doing the best they can with the infrastructre they have,  and I hope that they learn from this experience and make the nessisary changes or listen to suggestions made in the public lab in order to make things better next time.  

[Rockdaddy22]

http://productioncommunity.publicmobile.ca/t5/Announcements/Moving-forward-together/m-p/105074#U1050...

[wtran88]

Cheeseburger, 

He seems to be handling quite well. 21 days (closer to a month than not) is quite a long time when other people have been getting them in 2 days. Yes, he'll still have to wait but its his prerogative whether he wants to post in hopes of a quicker response from a mod or even to vent (im sure he deserves to at the least a little.)

If theres a solution or something he's missed instead of patronizing him and being down ride a jerk, why don't you just direct him to it and be servicable to the community. PM doesnt need you to defend them; their prices already do that. 

[ShawnC13]

Not a problem at all like I said PM hasn't been perfect and I do hope that they can get your issue cleared up because they do offer a good deal.  I know it must be frustrating not being able to get a MOD to answer but they are very busy and have called in for extra help.  Some people don't want the community to help and only want a mod.  The community here is trying to help ( most of us) and we do actually help some people through their issues.

All the best with your issue and hope it is cleared soon

[Nyuszi90210]

@ShawnC13 Btw, thank you for not being rude in regards to my concerns.

I did just confirm that the info I gave them from my end (shipping, billing, phone number) are correct.

Regardless, I appreciate your input in a constructive, non-hostile way. Thanks ^_^

[ShawnC13]

Yes Problem Exists Between Keyboard And Chair

[oilblue99]

Point is, ordering a new SIM would be the quickest. There's been a few threads in the forum today on the same topic, with the same answers...

For reference, here's the post from PM about honouring the promo for SIM ordered during the promo period.

http://productioncommunity.publicmobile.ca/t5/Announcements/SIM-Ordering-amp-SIM-Card-Payment-amp-Pi...

Note that you'll need the order # from the original SIM order.

Be careful with the shipping address (speaking from experience...my first order didn't arrive due to my typo...once I noticed--a few weeks later--I ordered again, carefully...and that one arrived promptly).

Good luck!

[Nyuszi90210]

*PEBKAC

[Nyuszi90210]

Ya, my husband calls user error like that PEBKBAC

[ShawnC13]

I am just saying that when I ordered mine it said delivery 2-3 days I would have waited 5 then been contacting them.  Remember there is also a third party involved and that is the delivery method.  Yes there have been a lot of issues in different parts of the whole process.  I have read about people not getting their sim but in the end had entered addresses incorrectly ( not saying that is what you did), issues with porting numbers has also had numerous user errors, or past providers errors.  Sure I now PM hasn't been perfect and they aren't the only company to ever under estimate the demand a promo would bring in but not all of the problems are the fault of PM.  I am not defending them but I do think that they offera very good price for the services provided (once your issues are sorted)  Everyone must know that going into an agreement with  PM that there is no call centre or anything like that.  Service could be days but once these issues are cleared it will be back to hours or minutes.

[Nyuszi90210]

I gave them 2 weeks to send me a SIM knowing full well they would be swamped. 2 weeks is being courteous to a newer company. Also, I have already paid for the product. I shouldn't be expected to pay again. It is public mobile's responsibility to see that I get it once payment has been accepted on their end. Paying twice for it is not a solution. Hearing back from someone on PMs end is.

I'm truly not trying to be rude by asking this. If Amazon or EBay did not ship you something after you paid them, how acceptable is it that you pay them a second time for a mistake they have made? Or then having radio silence when you just want to know what's going on?

I understand that they are swamped. That being said, I'm seeing a lot of complaints already against their customer service practices. They need more hands on deck if it's this problematic 😕

[ShawnC13]

I am not sure if you have done much reading on here but here is a good thread about contacting mods. Now the response time si way off I will mention that it is at days or a week not minutes.

http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/All-you-need-to-know-about-our-Communit...

[ShawnC13]

How long did you wait until you contacted them about your missing SIM.  As you will find out or even when you order it says 2-3 days delivery so I hope you didn't wait until now, but even if you did there is a way to fix this.  It has been suggested to purchase a new sim and I do think this is the best way as you can still get the promo pricing.  All  you would have to do is when your sim arrives activate it and pick the plan that is 90 days province wide calling, global texting and 6gb of data.  I now the promo is 12 but to get into the $120 price this is what you must pick.  Then contact the MODS yes there is a huge back log and they are doing their best to clear it up and are getting more and more people helped each day with your original order number and confirmation for your sim that didn't arrive and then they will be able to double your data to match the promo and still give it to you for $120

[Nyuszi90210]

You are doing a great disservice to people on this forum by answering back with hostility.

I certainly hope you don't work for this company. Please stop responding to me now.

Regards.

[cheeseburger]

Keep reading I know you'll get there. I believe in you.

[Nyuszi90210]

So I'm hearing people are ordering their SIMS past the date that I have ordered mine, and are getting them 2 days later.

21 days later, no SIM, no moderator responses, and suddenly, I'm throwing a fit?

Interesting...

[cheeseburger]

A quick scan of the forum will give you all the answers you're looking for.

Try reading before having a temper tantrum.

Start with the announcements section of the forum.

[Nyuszi90210]

Waiting 21 days for something that's not coming from overseas is not being dramatic deary. And ya, I'm out five whole dollars, but that's not the point here. Better business practices where my messages get responses is the point.

Don't be so quick to shoot yourself in the foot. Unless you yourself are a mod, compose yourself better to new people on this board. You are being downright rude. I simply asked for answers as to why no one is answering me, and if my SIM could be sent or refund me if it can't.

Honestly....

[cheeseburger]

Stop being so dramatic.

Calm down. Do some reading.

Realize that PM will honor the promotion for people who ordered SIM cards or experienced issues.

Realize there are people far worse off than yourself who are stuck without service mid-port.

Realize that you're out all of 5 bucks at this point.

Consider another provider if you can't wait patiently.

[Nyuszi90210]

I'm not on Twitter 😞

P.s. Love your user name 😄

[Bingbong]

I suggest Twitter, might yield a faster response.

[Nyuszi90210]

Also, I've messaged a mod AND messaged PM on Facebook. No one is answering me. This isn't looking good.

[Nyuszi90210]

I've already paid my $5. I'm not giving up another dime until my SIM is delivered ಠ_ಠ

[NDesai]

Best way is to order new sim for $5 and send pm to one of the mod to get the promo plan.