Get Better Moderator Service

[shondra7]

I am extremely disapointed and frustrated with the terrible service and poor response from Moderators.  11 days ago they said a problem with my account not being recognized would be fixed within 24 to 72 hours and they would advise me when it was done.

It was not fixed within 72 hours.

Nobody contacted me over teh past 11 days to follow up

No Moderator has responded to my 4 urgent followup requests over the past 7 hours.

This is TERRIBLE service and reading teh message boards it is clear many others are very frustrated and disapointed with the lack of response from Moderators.  Since this is your only means of support you HAVE TO DO A BETTER JOB!!!  Set some standards for response times and publish them so customers know what to expect and PM knows how badly they are serving customers. 

[will13am]

The moderator service is generally excellent.  This ticket must have gone to the back office to resolve and got lost in the shuffle.  This situation is atypical.

[imm1304]

Atypical or not, I believe PM should never abandon the customer. So I will be sure to include this in my feedback to PM. I see that you posted this message at 3:11am Eastern time. Its unreasonable to expect any mobile company to be reachable after hours. Its unfortunate that you decided to follow up on a long standing issue after 8pm on Saturday night. The mod hours are posted in the knowledge base and I am sure you will get a response this morning.

[will13am]

@imm1304, I agree that all issues should be followed up until completion. I was merely commenting on customer service in general, not condoning what happened as being an acceptable situation.  Everybody can always do better, but rare incidents should not define performance.

[imm1304]

Hi @will13am! I understand and agree with you. Overall, not bad at all and this mode of customer service has worked out just fine for me and everyone I know who I dragged to PM. I have been a proponent of doing what it takes to ensure customer is never left hanging for more than 2-3 days even in worst case scenarios. I keep telling the powers that be at PM to start fresh and create a brand new account if they have to. Be solution oriented and just get it done.

[mimmo]

I believe part of the issue is the lack of a proper ticketing system, which we have been told is being developed. I believe  Support requests via pm can easily fall through the cracks especially  if a mod is unable to handle the issue at that specific moment.

[Michael77]

I agree with @mimmo.