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vincep
Great Citizen / Super Citoyen

Re: Contacting and getting results from Community Moderators

we all know theres isnt any "human customer support " it the lack of support is what the issue is ..you obvouisly haven't had the frustation of dealing with any issues lately with public mobile ...so have no clue as to what im talking about , expert or not i didnt pay to get on board for a watered down service and ive been with PM since 2016...so dont tell me it the same service as before .

Its amazing what people will get used to when you are deliberatly being trained to take less and be submisive . Its called submissive consumer conditioning .

 

and we as canadians fall right into it , dont shake the boat mentality , Just eat what they feed you and dont complain...it that what you want me to do ? No thanks 

kav2001c
Mayor / Maire

Re: Contacting and getting results from Community Moderators

Usually the Mods are very quick and efficient to respond

Usually the only slow down is when there is a system wide issue

Certainly faster / better than waiting on hold for 2 hours with another carrier

 

NDesai
Oracle

Re: Contacting and getting results from Community Moderators


@vincep wrote:

Here's my two cents , when public mobile opened they has a phone line dedicated to customer service ...and then they removed it ...why do you think that was done ? i thought a Tier 3 suposedly doesnt have a customer service line or is limited ....does that make any sense to you or is it just going over your head .

 

sorry i dont drink coffee 


Originally Public Mobile offered a phone support when they were on their own. Then back in 2013 i believe, Telus bought them. Telus also owns Koodo, and for this reason, PM would be the 3rd tier. To save money and offer different kinds of rewards that we get, they eliminated phone support to new customers. Since then, support has been provided through the community and some social media sites. Then they decided to provide support through the community only. That is where we are now. Mods usually get back to users within a couple of hours, but when there are issues such as drop calls or account renewal issue, they get a lot of messages and many times duplicates. With this in mind, you just have to be patient. With my 3.5 years here, i never had any account related issues. So i barely needed help from moderators. But it's different for everyone. If you got no patient and require immediate support, then this type of service might not be for you. Complaining in the community will not get you anywhere nor it will change anything right away. 

_________________________________________________________________________
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If you need to contact PM, create a Ticket.

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vincep
Great Citizen / Super Citoyen

Re: Contacting and getting results from Community Moderators

I totally understand , but 4 days for any results one email a day reAnd i've had this issue going on two months not as bad a gentleman thats dealing with no texts since sept ? Really is that acceptable with any business ..this is what i mean by watered down service 

will13am
Oracle

Re: Contacting and getting results from Community Moderators


@vincep wrote:

we all know theres isnt any "human customer support " it the lack of support is what the issue is ..you obvouisly haven't had the frustation of dealing with any issues lately with public mobile ...so have no clue as to what im talking about , expert or not i didnt pay to get on board for a watered down service and ive been with PM since 2016...so dont tell me it the same service as before .

Its amazing what people will get used to when you are deliberatly being trained to take less and be submisive . Its called submissive consumer conditioning .

 

and we as canadians fall right into it , dont shake the boat mentality , Just eat what they feed you and dont complain...it that what you want me to do ? No thanks 


Would you like some assistance with holding the door open for you?  Don't let the swinging gate whack you on the way out! 

 

Hey, don't get me wrong, I would dearly love to be pampered like a king.  I am the one paying for the pampering.  If Public Mobile implements a service model that saves them a bit of money and with some savings passed onto the consumer, I am all for it. 

 

As much as you may disagree, the current customer service model is not as bad as you make it out to be.  Yesterday a colleague who I referred to Public Mobile had an issue with one of his accounts.  I took the opportunity to introduce him to the community forum support model.  He was able to do some perusing around the forum to check for like problems from the past.  He got a chance to send a PM to the moderator team.  In the end, his issue was resolve fairly quickly.  He rated the overall experince as no different than calling in.  What he actually liked was not having to sit on the phone listening to bad music.  When the PM response came in, he got an email notification.  Checked the PM for resolution, all done with efficiency. 

JackQuint
Model Citizen / Citoyen Modèle

Re: Contacting and getting results from Community Moderators


@will13am wrote:


Would you like some assistance with holding the door open for you?  Don't let the swinging gate whack you on the way out! 

 

Hey, don't get me wrong, I would dearly love to be pampered like a king.  I am the one paying for the pamering.  If Public Mobile implements a service model that saves them a bit of money and with some savings passed onto the consumer, I am all for it. 

 

As much as you may disagree, the current customer service model is not as bad as you make it out to be.  Yesterday a colleague who I referred to Public Mobile had an issue with one of his accounts.  I took the opportunity to introduce him to the community forum support model.  He was able to do some perusing around the forum to check for like problems from the past.  He got a chance to send a PM to the moderator team.  In the end, his issue was resolve fairly quickly.  He rated the overall experince as no different than calling in.  What he actually liked was not having to sit on the phone listening to bad music.  When the PM response came in, he got an email notification.  Checked the PM for resolution, all done with efficiency. 


Is the snark really necessary?

 

That someone had a good experience doesn't address the issue many are having. They are going days without the service they have paid for in advance with little acknowledgement. Remember, this is a prepaid service and PM has a contractual obligation to provide what's paid for. Since they aren't (in many cases), they have a good faith obligation to provide a path to resolution and it doesn't seem to be effective for many.

 

That you're happy is irrelevant. The underling concern is valid, reasonable, and being dismissive of it just makes you look silly.

stonechucker
Mayor / Maire

Re: Contacting and getting results from Community Moderators

Back in late 2016 when the Fall Promo was offered (I'm on this plan still), wait times for new signup issues were in excess of 12 days at one point.  We've been through this before, and I'm sure it's going to happen again someday.

 

@vincep, your issue has been solved by a few members already in your other thread.  If you wish a 403 'Calgary specific' telephone number, you will need to either port it in from another provider, or buy it from a reselling website that jacks the price up.  Moderator responses will more than likely be far from different.

 

In Public Mobile's current selection of AB-Calgary, there are NO 403 numbers available.

vincep
Great Citizen / Super Citoyen

Re: Contacting and getting results from Community Moderators

Thanks at least somone on here tries to understand the issues many others are having . And please leaving snarky comments doesnt do anything but make you look privaliged and arrogant ...and to imply  finding service else where is not what will follow as it my decission to join and it'll be my decission to leave ...i just dont walk away from problems 

vincep
Great Citizen / Super Citoyen

Re: Contacting and getting results from Community Moderators

ok stoneskipper you have taken the liberity to comment on this post as well , and the issue i am having is that there is alack of customer service from PM ....not the issue of number change for a long distance number to a local number , which has caused me not to receive local calls for my contacts for the past two months ...well you had mentioned in the prevoius thread that i should take it up with the moderators .....well if you had read the start of this thread you would have seen that i have been having difficulties getting replies from them for 4 day and two months now ....so please stay on topic and dont confuse my prvious thread with this one ...it has nothing to do with the 403 number which i dont really care about ...just want a local number period 

duffer900
Town Hero / Héro de la Ville

Re: Contacting and getting results from Community Moderators


@vincep wrote:

ok stoneskipper you have taken the liberity to comment on this post as well , and the issue i am having is that there is alack of customer service from PM ....not the issue of number change for a long distance number to a local number , which has caused me not to receive local calls for my contacts for the past two months ...well you had mentioned in the prevoius thread that i should take it up with the moderators .....well if you had read the start of this thread you would have seen that i have been having difficulties getting replies from them for 4 day and two months now ....so please stay on topic and dont confuse my prvious thread with this one ...it has nothing to do with the 403 number which i dont really care about ...just want a local number period 


This sounds snarky

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