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HALIMACS
Mayor / Maire

Re: From PM Survey, you think it's really coming?

@JK8 

 

I'm thinking they would not charge for any errors on their part.

 

The charges would likely only apply with items that the user could/should have managed themselves otherwise.

 

Either way - I don't see this happening.   Even Koodo's model (which is similar) has never ended up charging one of my phone services for any live support. 

z10user4
Mayor / Maire

Re: From PM Survey, you think it's really coming?

Picture your stereotypical old guy from some old west movie with the squeaky voice...back in the day...we used to actually tell people our credit card number over. the. phone. Imagine that. Wow. How so terribly analogue. 🙂

esjliv
Mayor / Maire

Re: From PM Survey, you think it's really coming?


@softech wrote:

I was wondering how they charge the $5 incident, too since this is a prepaid.

 

Maybe you need to buy $5 ahead?  or $20 for 5 incidents ahead as value pack.

 

tricky part is..you forgot to buy the addon ahead, as many people think  they will never ever need  support.    Now you have problem signing in, problem with credit card and you  desperately  need support .  How can you pay to get the support you want?  LoL


Haha - good points @softech


Is there really that much of a complaint with not speaking to someone, well, maybe?

 

If this option takes away the rewards, than how is that any different from others.

And that may really affect Community action, indeed.

LurganIeUk
Mayor / Maire

Re: From PM Survey, you think it's really coming?

I did a similar survey many months ago. Asking all kinds of questions about rewards with the hint of removing them and degrading the value...ie. instead of a continuous monthly ro have a monetary one time reward. Did it mention grandfathering what you have? Or a choice to grandfather or go with new program.

 

Not a good idea!

 

Is it Telus doing a clawback on the program to increase profits?  

 

The questions we should have:

How many customers have NO referral rewards?

How many only have 2 or 3 referral rewards?

How many customers are recruited from referral program?

How much does PM spend on advertising vs similar carriers? 

 

LurganIeUk
Mayor / Maire

Re: From PM Survey, you think it's really coming?


@softech wrote:

To me, $5 per incident is not too bad an idea (but is it too much?)

 

Honest, i think some customer really desperate with "talking to human" and they might not mind the $5.  Also, I think I seen this suggestion came up with other providers before (just that I wasn't sure if anyone really went ahead with it)

 

Btw, is PM the only Tier3 without live support?  How about Chatr or Lucky?

 

In terms or rewards, yes, loyalty reward, Autopay and Refer a Friend, if taken away, will really hurt the majority of the client base

 

With Community reward, it might be a big impact with the heavy supporter here  🙂


Telus prepaid does charge $2 per phone call. 

softech
Mayor / Maire

Re: From PM Survey, you think it's really coming?

 

no, it didn't mentioned any old plans (mine is a current plan, too)

 

how Telus prepad charge the $2?  Honest, $2 is more reasonable.

 

totalUser
Mayor / Maire

Re: From PM Survey, you think it's really coming?

@softech 

To be honest it's cheaper than what others are coming up with. i heard Fido charges 30-40 for issues that can be done through selfserve but those that cannot are free. 

I don't know how does it average to, how many instances are truly needing support and how many can be handled by customer I'm sure they have looked at those numbers crunched them and analysed them well before considering something like that.

I'm also curious how many people have left because they can't talk to somebody when they are freaking out and have no way of proceeding.

I bet the number is not zero, i have seen announcements here in the community. I also suspect that many wouldn't mind paying $5 if it's easier for them to interact today way.

For me it's actually easier to read, I'm much less likely to misunderstand (read it: hear what i really want to hear). 

But i think the issue is really timing, people would probably pay to have very fast response/callback, just to jump the line i guess. Which could get really messy during technical difficulties and could turn out to be much more expensive if you suddenly have to deploy army for 2 days when a glitch happens.

 

LurganIeUk
Mayor / Maire

Re: From PM Survey, you think it's really coming?

But as mentioned before......PM has a whole lot of fixing what is broken and THEN add some improvements, before they could charge for support. 

jor123
Model Citizen / Citoyen Modèle

Re: From PM Survey, you think it's really coming?

I think removing rewards would be the beginning of the end for Pm. Not much value proposition for a lot of us otherwise.  

Spudster
Deputy Mayor / Adjoint au Maire

Re: From PM Survey, you think it's really coming?

There is NO WAY Public Mobile will remove ALL rewards, @jor123 

 

I wouldn't be shocked if they made changes to Community or Loyalty rewards, however I don't see them removing Auto-pay or Referral rewards any time soon...

 

 

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