Issues with the "contact us" form...

[WearySky]

I'm seeing consistent reports of the following issues with the "contact us" form:

1 - "I sent multiple requests via the contact us form, but got no response"

2 - "I tried using the contact us form, but it keeps telling me incorrect email"

Some of these could be user error (put in wrong email address, or response ended up in spam folder) but the fact that it keeps coming up over and over would suggest that somebody should at least *look into* the possibility that there might be an issue.  Yes, there's a lot of dumb end users out there, but usually when something gets reported over and over again, it's worth at least taking a look.

[will13am]

@WearySky, we need to be more respectful of the customers. They cannot be viewed as dumb. The system has to be "dumbed down" to the level of the typical customer. It isn't always right or best policy to ask the customer to be accommodative. That said, there does seem to be an large amount of negative feedback on email issues not related to user error that warranted an investigation.

[srlawren]

@WearySky, @will13am FYI I think item 2 in that list is a bug on the Contact Us form.  @Saray_O has mentioned this recently:  http://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Contact-us-not-working/m-p/131847/highli....  It seems PM is aware of it and working to resolve the issue.

@will13am agreed the there is definitely room for improvement in terms of user experience and guiding people to provide better/more accurate info, and responding better when bad input is received.  As an oracle, I have been trying to drive that message home to the PM team whenever I can.  It's a slow process but I think things are gradually improving.  I'll continue to be a voice for these types of improvements whenever I can.  Cheers!

[Shazia_K]

Hey guys, 

Thank you for bringing this to our attention. 

We are working on getting this resolved asap, will keep you guys posted. 

Thanks,

Shazia

[srlawren]

@Shazia_K 🙂

[David_J]

@WearySky we can investigate this. I think there are two problems here:

1. no response - were you cc'd on the original email sent to the Contact Centre? If so the Contact Centre would have received your request and should have responded. If you were not cc'd, then they wouldn't have received and it wouldn't be possible for them to respond.

2. We did fix an issue in mid-January surrounding the error message of 'incorrect email'. Could you please tell me if the issue is still ongoing (or how I might be able to replicate it?).

Thanks for highlighting this issue to us.

DJ

[WearySky]

@David_J I'm not encountering the errors myself - I just created this public lab idea after seeing numerous accounts in the forums with people saying "I sent a request via the contact us form, and never got a response", and then the mods coming back and saying "Strange, since I see on our end that somebody sent you an email".  But I think it may be related to this issue: http://productioncommunity.publicmobile.ca/t5/Discussions/Not-getting-emails-from-Public-Mobile-due-...