Why is Public Mobile the worst at customer service

[gigi16]

Even that is useless it’s an hour before I already response to each question if you’re lucky an hour, what is the point of the live agent if you only get a message every hour?

[CSA_PM]

Hello @ gigi16,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[softech]

@gigi16 

I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[gigi16]

What shall I do when I need an agent support then?

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[computergeek541]

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@gigi16 wrote:

 If its automated shouldn't it be automatic? 
If its not live then what are we waiting for? The computer to figure it out?
When the messages are not answering we ask for the live chat which is very difficult to get to 
then we wait for the "live chat" which is 3- 4 hours wait - if they choose to answer - 
for me so far its been over 6 hours.  

tell me what I am waiting for if not a person. 

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Please note that Public Mobiles does not have and does not advertise live chat for customers with customer support agents.

[gigi16]

 If its automated shouldn't it be automatic? 
If its not live then what are we waiting for? The computer to figure it out?
When the messages are not answering we ask for the live chat which is very difficult to get to 
then we wait for the "live chat" which is 3- 4 hours wait - if they choose to answer - 
for me so far its been over 6 hours.  

tell me what I am waiting for if not a person. 

[hTideGnow]

hi @gigi16 

there is no "live chat", it's all messaging

for most issues, it is resolved within 2 or 3 messages and all resolved within 2 to 4 hours.  I rather this than waiting on the phone line for an hour, hear the music and got cut off and need to call again and wait another hour with the music.  

[gigi16]

Is this acceptable customer service ? Really? 
to wait 4 hours for "live chat"? 
and if they don't - try again? what the actual hooey?

[gigi16]

3 hours. no response - 4 hours ago i asked a question - 3 hours ago they asked me to repeat it - and I still have no response - I need to get my phone so I can work 
is ther nothing that co be done?

Please please 

[gigi16]

Two hours - no response. 

[gigi16]

Still no response - 🙄 if i didn't need it to work I would still be frustrated but not so angry 
why does it take days for setting up a phone? 

[gigi16]

I did - and then they asked me again.

[hTideGnow]

Sorry @gigi16 , the PM support is not a live chat, so it takes time for turnaround.  Support usually reply within an hour , but depends on the complexity of the issue and the status of the service queue

What issues do you need PM agent's help?

[BKNS27]

@gigi16 

Unfortunately, PM format is an online service so everything is done through dm. Depending on how busy they are. They will take awhile. 
The best thing is to put down ALL the details of your issue so you don’t go back and forth with a CS_Agent try to give your answers/questions.

[softech]

@gigi16 

I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage