Moderator tagging system

[hslee1210]

Hi,

People who have problem post on discussion without tagging a amoderator or tagging multiple moderators. Tagging multiple moderators would be annoying for moderators and tagging backlogged moderator would annoy client due to longer waiting time.

Why doesn't PM generate a general tag for moderator like @mod or @moderator so that everyone who needs help can stay on queue in order?

[kav2001c]

@hslee1210 they claim to tag 1 mod all mods can see issue

You don't need to tag individuals

[hslee1210]

I think it will also make new clients to tag moderator easier because they don't have to look up moderator's name in this way.

[kav2001c]

@hslee1210 I agree the mod system is akward right now. Some new posters even tag Public Mobile staff (non mods) because they see the logo on the ID

[Oceanmaster]

@hslee1210 I agree with you! I've been having a nightmare of a time since switching, or should I say attempting to switch to Public Mobile; it's been confusing trying to contact a Moderator and still haven't heard back anything. 

My phone hasn't worked for eight days and if it doesn't get sorted in three more days I need to pay for two phone bills because I'm switching SIM's to recieve my voicemails and texts.

I'm not sure who to contact, what's the best way to contact them, and haven't got any help yet after Private Messages to two moderators. 

[Rockdaddy22]

What do you mean, you done the right thing by private messaging a mod. 8 days is way to long, I'll tag @Saray_O maybe she can help you.

[Oceanmaster]

@Rockdaddy22 Thank you very much! Finally someone who's willing to help! 

[Alex31b]

They need a lot more moderators. I'm quite honestly gonna switch back to Fido next month. It's annoying and too many little issues like the one I'm having now where I'm without service for 2 days cause it didn't take the top up properly. I tag mods, message them and it still takes days before I get a reply. It's not the mods fault as I'm sure they're really busy and they are always nice and friendly when they get to you but not having enough mods is definitely hurting their customers.

[Rockdaddy22]

Could @CS_Agent chime in on current wait times for replies to private messages, approximately speaking. I'm very surprised to hear about 2 day wait times. During hot promos, those things can happen. I don't believe we're experiencing those kind of delays currently. 

[Mary_M]

Wait times are in between 30 minutes to an hour - during business hours. If someoine sends us a message once we close, the inquiry will only be responded to the following day. 

@Alex31b we only received a private message from you today (someone already responded to you) - the last one I was able to locate is March 2nd 2017. 

Please view you messages for more details 🙂

Mary

[kav2001c]

@Rockdaddy22 I messaged the mods 3 times in past week and all 3 were lightning quick responses (an hour tops)

Although the new system seems a bit odd as you can start a conversation with 1 person but very likely someone else will respond in middle