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srlawren
Retired Oracle / Oracle Retraité
Status: Brand new

Hello PM,

 

We routinely see new people popping up in the Community forums, with 1 or more of the following:

1) Expecting us (the community members) to resolve account issues which we cannot

2) Wondering how to contact PM for help

3) Mad they can't just call for help

4) Outraged at needing to wait up to 48 hours to get a response

5) Having the business impacted and/or their lives ruined by the support mechanism here

6) Evidently very frustrated by the whole experience

 

9 times out of 10, their complaints and frustration are quite founded, and it's clear that they did not realize prior to signing up for service that this is how the support works at PM.  I think this needs to be communicated better via the PM website, in multiple places, such as the Why PM page (http://publicmobile.ca/en/on/why-public), the Get Started page (http://publicmobile.ca/en/on/get-started). 

 

On the Before You Join page (http://publicmobile.ca/en/on/before-you-join), I think the first "remember, with Public Mobile you" item should be updated to stress that they will ONLY have online support (it's easy to overlook here).

 

And finally, on the page where you actually activate your sevice with a new SIM (sorry I don't have URL handy), I think that there needs to be a very clear disclaimer about the available support that the person needs to acknowledge.


Making these changes might scare away a few potential customers, but I think the effect of having them sign up and have a problem and an awful experience is much worse.

 

Thanks for your consideration.

4 Comments
defence5
Good Citizen / Bon Citoyen
It's an interesting idea this. It was obvious to me when I signed up, that PM was a new and different beta type service, I feel like I was repeatedly told the facts and in the end I knew what I was getting in to. However, I do agree that I may be in a minority, as a lot of people posting to the community do seem to have missed the community support part.
Status changed to: Under Consideration
Igor_M
Retraité / Retired
Retraité / Retired

Thanks for your idea @srlawren!

 

We're bringing this idea up internally with the Public Mobile team and will report back to you soon!

srlawren
Retired Oracle / Oracle Retraité

Thanks @Igor_M.  I'd like to offer up yet another recent instance of a new customer that did not understand the support process for PM customers:

 

http://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/NEW-CUSTOMER-PAID-FOR-DATA-AND-DIDN-T-GE...

 

Thank you for considering this.  I'd really like to see this clarified, preferably sooner than later.

Status changed to: Brand new
David_J
Public Mobile
Public Mobile
 
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