Nonetheless, it doesn't mean other wireless carriers are better. Lack of competition aside, it's never been about customer service or satisfaction.
Take "winback" as an example. The fact that there are offers exclusive for the so-called customer winbacks, it means they are treating their current customers like bleep.
It's not about winning back loyal customers to make them happy. It's about turning customer churn into another marketing campaign. It's about writing off the winbacks as new business, although the actual number of customers may remain the same. It's about locking you in for another two years by signing you up with another new gadget you don't need at all. It's about an ever increasing ARPU to make their shareholders happy.
All in all, it's never been about customer service. I simply could not see how I would have been better serviced by another carrier.
Couple of bucks?
Major dollars if you check.
I have had issues near the beginning and the mods sorted it quickly.
Yes, a bit more patience is required, but once set up PM us rock solid.
My bill was $9 last month. In the 8 months I've been here with 4 separate accounts, I haven't had an issue. I doubt you'll be happy wherever you go. If you were happy where you were you would have stayed there. I bet if you have trouble with your computer or car or refrigerator you jump on the appropriate forum and ramble like a child as you did here. Kudos to the patience of the mods for putting up with your childishness. I still don't know why you are still here after your May hissy fit. Just because something does not work for you doesn't mean it's no good for someone else. You call us fanboys? We wouldn't be here if it didn't work for us. That doesn't make sense at all. Wherever you decide to go, enjoy your $50+ bill. I'll stick with my $10 payment for 4.5 GB data and TROUBLE FREE service.
Thanks Mary M...i did hear from Cedric who told me that I would hear from your IT Dept within 48 hours...72 hours later I'm still in the dark and I've been without phone service for 8 days now. Can someone find out what is happening with this?
Totally disagree....you must be very lacking basic phone skills if you’re having problems. I’ve had a fantastic experience with PM and have recommended to many friends. If you require lots of technical help maybe this isn’t the place for you.
I have to agree with this statement. This service relies on a self serve model. People who enjoy this service most are those who are very self sufficient. The number of customer service agents here are far less than the so called "full service" brands. It is not so much the brand is bad but rather the brand may be a bad fit for certain customers.
You really seem to be missing the point. Since you are an oracle, clearly you have been here a long time but it appears you have lost touch with the newcomer trying to get on board.
Since this is a self serve model, it would be fine IF there were adequate tools to be "self sufficient". But what people are often complaining about is the difficulty in either getting out of the gate because of long-delayed problems in getting set up OR because they have to rely on moderators to do some functions that are NOT available for self serve. You should know what I mean by looking at the many requests for improvements to the self serve functionality (I won't insult your intelligence by trying to re-interate them here).
And the other major problem is that PM used to promote a response time in hours, then later changed that to responses within 48 hours, which is now being stretched to 72 hours. And they cannot even meet those service level agreements, which they have set up as the expectation... so when customers are getting wait times measure in days, with some as long as 7-12 DAYS, you cannot blame them for being rather miffed. If they would promote the reality of the service where wait times can reach many multiple days, they would not attract nearly as many customers (which makes me wonder what the retention rate is let alone the abandonment rate is for those that never quite make it on board).
Then to top it all off, to then eventually find out that if a customer sends a second PM before their first one is responded to, any previous PMs get bumped to the back of the queue with the last one. Where have you ever seen that? Or that moderators get easily confused if there are multiple requests because as one manager explained it to me, they simply cannot clearly differentiate the requests by the same customer, as apparently they do not see the topics, or some such thing. This tells me that the staff do not have adequate tools to manage the flow of requests.
For a company that chooses to be 100% online with the only form of communication being a forum (which was not always the case), they are woefully poorly equipping both their own staff and the customer. Even the messaging system does not have the ability to link an entire conversation...
I won't bore you with the details but I have struggled with numerous onboarding and technical issues as a relatively new customer. And this after researching PM beforehand and even participating in this forum months before joining...but I never had visibility to the number and types of issues I encountered. So, it is no surprise that many customers are caught off guard.
So for all this, you cannot blame customers that are having a hard time. And the reason many do not leave is because they are attracted by the lower cost, so they try to tough it out hoping to get to that place that you and many other longtimers have gotten, where they no longer need much support, if any. And most do not realize how long it will take to get to end of job when they first get into it, and probably are falling into the old adage of "in for a penny, in for a pound".
So let's be real about the situation here and not brush off what many are experiencing.
@pm-smayer97 I do agree with most of your statement, except the out of touch, and the brushing off part (at least from cummuity members). Community members are just trying to help out as best they can with the available tools/knowledge they have. If only the higer ups would start adressing some of the issues to make this a truely self serve model.
Mary here- I had sent you a message a few days ago responding all of your questions - did you receive it? I hope that I was able to clarify all of your questions.
I wanted to clarify something in regards to what my colleague had stated that to the tools we use. Sending multiple requests does not bump you or make you lose priority - if you send me an initial message on Tuesday 2pm, and then send me another one Wednesday 3pm, it will not lose Tuesday's priority. That being said, it does cause backlog - as we need to filter through each and every single message. This also applies to commenting/creating multiple threads - it will create more messages which then becomes more time consuming to look into 1 case as they will not appear on the same thread on our end (it will create multiple threads)
I also understand the frustration that may arise from the technical issues you experience, such as activation issues. Technology is not perfect, but our team is constantly working on improving the system.
Feel free to reach out to me if you have any questions.