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imm1304
Retired Oracle / Oracle Retraité
Status: Idea completed

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. 

6 Comments
deltatux
Model Citizen / Citoyen Modèle

@imm1304 wrote:

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. 


@imm1304, this needs to have @Mansi_G@Christopher_T@Jeremy_M & @Moid_I tagged. This needs to be solved asap, half of the issues we see are activation or autopay issues.

imm1304
Retired Oracle / Oracle Retraité

Thanks @deltatux, I agree.. seems like recurring errors related to the same underlying problem.  The community managers have posted that the PM is working hard to fix the issue.  But, in the meanwhile, it would greatly help the situation if they were to take the initiative and proactively contact the customer as soon as the problem happens... and prioritize to have the individual account problems fixed a lot faster or at least keep communication open with update to the customer with some reassurance.  

bsz66
New in Town / Nouveau en Ville

Ported in today, bought the 10 day pass for $5 and $10 for 150MB. Can't call, recording says talk not included, cant text, Public's SMS told me text is not included. Huh????? So what is the $5 we paid for? Data also doesnt work. Not a good start!!!

Griff
Town Hero / Héro de la Ville

@bsz66

When choosing your plan it says what features can go into your plan.
The $5 is like an access fee. The $10 is for 150MB.
When you select "No Talk" and "No Text" you get no talk and no text.

10 day plan.PNG

adamshantzy
Good Neighbour / Bon Voisin

I am having the same problems mentioned above, and as a new customer it is pathetic

Status changed to: Idea completed
Jeremy_M
Retraité / Retired
Retraité / Retired
 
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