We are seeing very similar errors repeating with many new customers unable to get started with their new account. One key source of frustration is that many such customers are left in a limbo... they don't hear back after sending PM an email for days to a week.
No matter how co-operative and helpful the Community members are, simply diverting new customer with such serious problems to the community is NOT the solution. Community members are simply unable to resolve these issues.. no amount of hoping, wishing and showing empathy will make these new customers happy.
I raised this issue previously and would like to re-open this topic for emphasis. As soon as a new activation fails, PM is known to have sent welcome email to the new customer with false information that their account is active. This proves PM is able to contact the new customers with the failed activation errors.
Use this opportunity to actually address the error that occured and take the initiative to communicate to the new customer directly before they have to scramble thru the Community pages and eventually reach the "Contact Us" link.
I propose that PM set up an alarm system that goes off to your dedicated "New Accounts" staff.. this staff member is tasked with immediately acknowledging the error that occured and reassure the new customer that their account will be activated within hours. This sort of email should go to the new customer within seconds to minutes. I am confident that the PM can implement such a system without much difficulty.
PM needs to realize very fast that the customer experience is very unpleasant at the moment for those experiencing these activation problems and billing issues.
