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dnadolny
Great Citizen / Super Citoyen

Question About Moderators

Hello,

 

I'm new to PM (just got my number today). So far things are going well (having some trouble porting in a number from Koodo, but a Moderator is helping me out with that).

 

So far, I'm a little confused. I was warned that PM didn't have customer service/support, but it looks/sounds like there are Moderators who reach out really quickly... was I misinformed? Is it because of the possibility that Moderators could take a long time to reply? Do they have more limited things they can do compared to the customer service with other providers? Are they actually community members doing this for benefits, or regular employees of PM?

 

Thanks for any insight!

Tags (1)
NDesai
Oracle

Re: Question About Moderators

@dnadolny You got it right. People expect email responses to be delayed compare to quick phone support when you are talking directly. It is good to hear you are hearing back quickly. That tells me there probably isn's much going at the moment or they are working long shifts etc.

_________________________________________________________________________
I am not a mod. Do not send me private message with your personal info.
If you need to contact PM, create a Ticket.

New Here? - Check out Knowledge Base Articles to learn more about Public Mobile.

Jb456
Mayor / Maire

Re: Question About Moderators

Moderators are employees of Public Mobile and are the customer service agents in theory.

 

Public Mobile has no phone number to call to speak to them like other companies. Which is why plans are cheap:) 

 

You just have to contact them online via the chat bot or private message.

 

On the forums here you post a question. We're all regular people that just have Public Mobile accounts helping people out. Even the Oracles.

 

If we can't figure out how to fix the problem we would refer you to the moderators. As you have seen you get answers faster on these forums then the hold time waiting of customer service to answer the phone.

 

Moderators generally reply within 24/48 hours and they're the only ones that have access to your account.

 

Welcome to Public Mobile 🙂

gblackma
Mayor / Maire

Re: Question About Moderators

@dnadolny The moderator are the customer service here. Everything is done online through autobot Simon and private message here. The answers come by private message. You have to keep an eye on the envelope top right of your screen.  Welcome to PM.


@dnadolny wrote:

Hello,

 

I'm new to PM (just got my number today). So far things are going well (having some trouble porting in a number from Koodo, but a Moderator is helping me out with that).

 

So far, I'm a little confused. I was warned that PM didn't have customer service/support, but it looks/sounds like there are Moderators who reach out really quickly... was I misinformed? Is it because of the possibility that Moderators could take a long time to reply? Do they have more limited things they can do compared to the customer service with other providers? Are they actually community members doing this for benefits, or regular employees of PM?

 

Thanks for any insight!


 

dabr
Mayor / Maire

Re: Question About Moderators


@dnadolny wrote:

Hello,

 

I'm new to PM (just got my number today). So far things are going well (having some trouble porting in a number from Koodo, but a Moderator is helping me out with that).

 

So far, I'm a little confused. I was warned that PM didn't have customer service/support, but it looks/sounds like there are Moderators who reach out really quickly... was I misinformed? Is it because of the possibility that Moderators could take a long time to reply? Do they have more limited things they can do compared to the customer service with other providers? Are they actually community members doing this for benefits, or regular employees of PM?

 

Thanks for any insight!


Moderators are the official PM support staff here and will have MOD after their name.  The rest of us who reply here on this forum are customers like yourself and we can offer some advice and suggestions for some of the more simple problems that may occur with activation, but only moderators will be able to take a look at your account and provide more technical support.

 

Sometimes if there are a lot of glitches and issues in the system, then the response time from moderators can take several hours and even days.  However, most of the time you will get a response back within an hour or two.

 

Welcome to PM:)

 

 

dnadolny
Great Citizen / Super Citoyen

Re: Question About Moderators

@NDesai Thank you! Does that mean it does typically take a while for them to respond? The message I got when I first submitted the ticket said something about 48 hours, so I was prepared to have to wait a while to hear back, but was pleasantly surprised when I saw a message the next time I looked in here.

dabr
Mayor / Maire

Re: Question About Moderators


@dnadolny wrote:

@NDesai Thank you! Does that mean it does typically take a while for them to respond? The message I got when I first submitted the ticket said something about 48 hours, so I was prepared to have to wait a while to hear back, but was pleasantly surprised when I saw a message the next time I looked in here.


It's more likely to be couple of hours, only if there is backlog of issues will it take longer.

NDesai
Oracle

Re: Question About Moderators

@dnadolny  wrote:

@NDesai Thank you! Does that mean it does typically take a while for them to respond? The message I got when I first submitted the ticket said something about 48 hours, so I was prepared to have to wait a while to hear back, but was pleasantly surprised when I saw a message the next time I looked in here.


Yes, it will depend on how much they have on their plate and how many mods are working. When there is a system issue or an outage, expect to wait longer as they often have to wait for customers reply to resolve tickets. 

_________________________________________________________________________
I am not a mod. Do not send me private message with your personal info.
If you need to contact PM, create a Ticket.

New Here? - Check out Knowledge Base Articles to learn more about Public Mobile.

dnadolny
Great Citizen / Super Citoyen

Re: Question About Moderators

@Jb456 Thank you!

"As you have seen you get answers faster on these forums then the hold time waiting of customer service to answer the phone." 

Yes, this does seem to be really fast responding. I guess the incentive for answering questions on the forum helps 🙂 It's funny because it seems like the no-customer service I was warned about is actually a feature. The other thing I was warned about was slow network speed, but I still seem to be able to watch a regular youtube video without any problem.

 

You mentioned "even the Oracles" - are Oracles just customers who respond a lot on here, or do they have to somehow prove their knowledge to the Moderators?

 

"Welcome to Public Mobile" - Thank you!

 

dnadolny
Great Citizen / Super Citoyen

Re: Question About Moderators

Thank you!

 

Sometimes if there are a lot of glitches and issues in the system, then the response time from moderators can take several hours and even days.  However, most of the time you will get a response back within an hour or two.

 

Welcome to PM:)

 


Do you mean the moderators get caught up fixing glitches, or the ticket system itself glitches and creates problems? Are there often glitches with the network?

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