@ShawnC13
Then we need a whole other board to encompass what used to be the Phones and Hardware, Retail, Rewards and Public Points and Community all the former boards that community members help other members and customers understand, troubleshoot, learn, manage, overcome, achieve, share, mentor, master and provide moral support for but are not 100% directly public mobile service issues.
Because for a good 12 to 16 hours on April 1st the community was able to provide fantastic support for a public mobile service issue. All those repetitive answers of basically were waiting for an update from pm or try these few fruitless attempts at frustration. Which has continued thru the weekend for those still without service though we have finally gleaned from a few helpful customers with the service issue that reprovisioning the SIM card is the final hurdle to getting their service back.
Again it is not public mobile drawing the line as to what is a service issue and what isn't....Its a few Oracles that have taken it upon themselves to decide where they personally draw the line in the sand for 232,000 members? If I give you a generous 5 Oracles making these decisions for the entire community that 0.00215% of the membership asserting their opinion on everyone else. Why does the rest of the community's opinion not matter? Shouldn't the community members providing 90% of the support have some say in these matters?
It seems to me that customer support needs to be dealing with direct public mobile service and account issues and the community provides support for all of the peripheral issues that come with a mobile provider and all that they encompass but don't need an employee to deal with but every other provider with a call centre has to pay an employee to help a customer.
Like why does it look like I am using mobile LTE data even though I am signed into my home WiFi?
Guaranteed a CSA would not have been able to answer that question. At the same time there is really very little actual support we can give @Mimi33 (sorry to use you as an example again) as CSA after CSA has done very little to provide any real customer support and after 3 months are no farther in solving, fixing, updating or anything to her issue and ironically as she posted she received more support in the lounge than in 3 months of dealing with customer support.
The community by offering diverse help and support that is not solely focused as you and other Oracle's envision your fiefdom to be.....as the world around us becomes more accepting and open the Oracle's that actively participate in the community have become more narrow minded and unwilling to change.
We can read threads from 5 years ago where Oracle's proudly showed off their bravo accomplishments and badges earned, new community milestones met....where there was a lot of socializing, and humour in threads or the odd snit or sharp word. Pm was young and exciting and different and new with monthly contests, feedback threads or beta testing, innovative plans, and constantly changing flash sales now what is it?
The same 2gb of bonus plan data flash sale for a year now, replaced rewards with points, eliminated contests, feedback or discussion threads, offer plans the same as the competition at the same price and give the one finger salute to loyal customers not rich enough to be valued because they have a low use emergency basic $10 plan. Pm and ultimately telus since taking over pm has groomed you well....you all defended an outrageous 30% rate hike on the some of the most loyal customers but can least afford a price hike.
The more telus absorbs public mobile into its corporate entity the more they have molded Oracle's into their likeness. As pm slowly lost its independence and became fully managed by telus it lost its identity and the Oracle team became yes-men with a fabulous femme française but is a token nonetheless to represent progress when they are covering for the transgressions of those who exploit others for their own purposes. All of this is reflected in the community's new design...far less functional and effective but it sure looks pretty.....doesn't it?
Sometimes the greatest support is moral support, sharing of experiences, common ground that has little to do with the pm service issue but changes a customers (often bad) first impression of pm, prevents a customer from leaving pm and changing providers or entirely changes the opinion of entire generations idea of an online only provider that people like my parents, or my neighbour's or me without a technobabbling clue about computers, internet or mobile phones felt so welcomed and empowered by the community to take a giant leap from the first tier to the bottom tier and not only survived but brought a bunch of us noobs with them.
And now we're helping the brave technologically challenged embrace their inner nerd and learn how to manage their own accounts, services and troubleshoot their phones. But because they don't know how to take a screenshot or how to edit it or upload it that is not worthy of support. And now the community apparently is not worthy of the lounge either. There is simply no room for members to lounge around we have a meagre dwindling rewards to slave for....i mean we do this for the joy of helping others.....because we find it fun as long as we don't have any fun...right?!!
To contact customer support click below:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
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