Live Chat Service

[ShawnC13]

Just an observation as I have just switched to Telus for my home services.  For those that think it will be a better way for getting service I am not so sure.  I got my service on Friday, and I noticd that one of the TV themes was incorrect and wanted to switch it.  So I get in the queue for service at 6:30 PM I was number 12 at midnight I was still number 2 and needed sleep.  Get back on it the next day at 3:30 again number 12 I get through at 7:30 to find out I had wrong division as I picked next availalbe agent and they couldn't help me so transfer me to the right department number 8 this time.  At 11 PM I am number2 and get a message that the service is now closed.  Back in queue at 8 am I am number 1 in line!!  An hour later I get some help where they can activate my online account but they have me for 3 different account numbers but finaly get it straightened out but need to transfer me to another dept to get the plan switched.  Number 3 this time after a longer wait I get another CSR and explain everything and look for help that will solve my issue after she looks into it we need to get to another department of a specialist so now she is waiting with me.  At 12:30 PST my issue was finally resolved.  Still not sure about my 3 account numbers and incorrect mailing address.

So after 17.5 hours with LIVE CHAT most of my issues have been looked into.  WHEN the PM service isn't bogged down with errors from the promo (some system errors and some user errors) we are getting way better and timely service then Telus LIVE CHAT

[buiya]

I just noticed the OP date! lol

---

@ShawnC13 wrote:

Was wondering why I got a notificatoin about this thread.  Wondering how it got dug up after 3 years of silence lol

---

[CannonFodder]

---

@gblackma wrote:

Lol. @ShawnC13  and @CannonFodder Thread diggers. You never selected a solution. 

---

@ShawnC13 wrote:

Was wondering why I got a notificatoin about this thread.  Wondering how it got dug up after 3 years of silence lol

---

Yeah, this is VERY  weird - I recall replying to this thread yesterday, and that was only because it popped up on the main page somehow, and I didn't even notice the date of the last post, right above mine. 🤔 

[ShawnC13]

---

@gblackma wrote:

Lol. @ShawnC13  and @CannonFodder Thread diggers. You never selected a solution. 

---

@ShawnC13 wrote:

Was wondering why I got a notificatoin about this thread.  Wondering how it got dug up after 3 years of silence lol

---

---

There is no solution to a thread that is just a statement on how I prefer PM's way of customer service lol

[mpcdesign]

@ShawnC13 , because the chatBot loves you only! 

[gblackma]

Lol. @ShawnC13  and @CannonFodder Thread diggers. You never selected a solution. 

---

@ShawnC13 wrote:

Was wondering why I got a notificatoin about this thread.  Wondering how it got dug up after 3 years of silence lol

---

[ShawnC13]

Was wondering why I got a notificatoin about this thread.  Wondering how it got dug up after 3 years of silence lol

[buiya]

Well I think the thing to consider when comparing with TELUS support is that they have a lot more products and services to support than PM.  So it's not always straight forward on who supports what.

[DOA]

Does anyone know (for sure) if Telus live chat can eventually get you to the loyalty and retentions department?  If true, I might try that next time rather than sitting on the phone for hours and hours . . .

[gblackma]

@ShawnC13 I have never been in a live chat that I have found them to be more effective than the phone. Have been  on the phone for 3+ hours with Rogers, since they have no call back option like Bell does. The worse thing about that is when you find a butthole on the other end that for some reason refuses to help you. I have experienced situations when I immediately call back and get the situation sorted with another rep. 

Lol My point before my rant is that aren't we essentially PM'S live chat agents?

[CannonFodder]

---

@ShawnC13 wrote:

So after 17.5 hours with LIVE CHAT most of my issues have been looked into.  WHEN the PM service isn't bogged down with errors from the promo (some system errors and some user errors) we are getting way better and timely service then Telus LIVE CHAT

---

Yup, I've posted something along those lines, in various threads here, 3 or 4 times already.

People just get it stuck in their minds that a phone number, or live chat, will be much better than via something like the Community forums and/or Mods.

Although I never got stuck waiting as long as you, I have sat for ~ 2.5 - 3 hrs. waiting for "the next available representative", and that too was with Telus. I've found Shaw to generally be quicker, but it's still not close to the timeframe you get some kind of response around here.

[samanthakeizer]

Yes they seem to handle the issues in a more timely fashion.

[Vickel]

That's absolutely correct, but I personally have never waited as long as you for service, usually 30 mins max.

I'm really impressed with the the current response time from the public mobile mods after the fall promo fiasco. Couple members even had their issues resolved within one hour of posting! 

[will13am]

I totally agree.  There's a bit of a placebo effect when there's options to call in, do live chat. It's the appearance of being serviced right away.  Apart from long queues, it can take numerous times in the lineup to obtain resolution because the agents don't get it right the first time.  Because Public Mobile has only a handful of moderators, they all know their stuff.  While under extenuating circumstances, getting a hold of one can take some time, their track record of resolving an issue the first time is very good.