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vn33
Good Citizen / Bon Citoyen

Re: Negativity For First World Problems

I think it's about customer expectations.

 

These days, it appears we sometimes have an expectation to get everything right away. When things don't go our way, with the main Big Three carriiers, we have a way to vent through their brick-and-mortar store, or talk to someone at some call center and have a feeling someone is now in charge of our problem.

 

As Dave mentioned in his thread, this is a new way of doing business, and it is no-frills, no fluff type of service. With the popularity of the Fall Promo, I'll bet the resources at PM are stretched to the limit in order to get everyone setup/activate/port over successfully.

 

I am sure many of us appreciate hard work the guys and gals at PM who are busting their a** to deal with the number of new sign up. Now, once everyone have signed up and running, and the last of the problem been dealt with, who in the next few weeks (or months ... years?) would need technical support again? Perhaps once in a while, here and there if at all.

 

Let's look at the positive side, you're paying a lot less for what you would have to for an equivalent plan withe Big Three.

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mystikal_325
Good Citizen / Bon Citoyen

Re: Negativity For First World Problems

I absolutely disagree. This company has not only charged me for a service (which I signed up for a week ago) and not provided me with ANYTHING to show for it, but cancelled my old phone service in the process. They have yet to reply to any of my emails, private messages, or forum threads. I've done everything I possibly can to receive what I'm paying them money for and have been 100% ignored for 7 days, and had no phone for going on 3 days now. I gave full porting details, followed the private message information protocol they request, everything.

 

This isn't a first world problem, it's a breach of contract without even a single shread of communication. I'm furious and everyone in a similar situation has every right to be, also.

PublicMobile101
Great Citizen / Super Citoyen

Re: Negativity For First World Problems

Kind of like how you pay for hydro so getting angry if there is a power outage is reasionable since companys are suposed to be perfect and never messup. or maybe people just exspect them to maybe idk  @Jtn

Jtn
Good Citizen / Bon Citoyen

Re: Negativity For First World Problems

@PublicMobile101 My power goes out due to a thunderstorm, not due to the company not hiring enough people or releasing a promotion that they aren't equipped to handle.

frankg1401
Good Citizen / Bon Citoyen

Re: Negativity For First World Problems

I like what another user said: PM is a business, not a charity. I understand many existing PM users developed a respect and friendship with the staff, but this is a business with an assumed level of competence. Past success, hard work of the staff, and the lower price should not lower the level of service.

Korth
Mayor / Maire

Re: Negativity For First World Problems

Public Mobile isn't well known (yet).  Everybody knows about Telus, Bell, Rogers.  We've all seen the ads for Koodo and Fido and Virgin.

 

When I tell people I'm with Public Mobile, they always say "I've never heard of them".  Most naturally assume there must be something wrong or something shady with what they perceive as a no-name startup brand.  I say "same thing as Telus but lots cheaper, visit the website, check the deals, read the threads and wikis" - those who follow up usually sign on the moment their current contracts expire.

 

Yes @frankg1401 PM is a business, not a charity, out to make money (from us!).

I've seen some people automatically assume PM is bad and consequently automatically avoid PM entirely - unfortunate, but their ignorance and prejudice is their loss.

I've seen some people approach PM but skitter off because they're worried or frustrated by how PM works - unfortunate, and most of these people would be happy customers if they gave PM a chance, but their fear and uncertainty is their loss.

I've seen a few people check out PM but choose another carrier simply because PM doesn't offer what they're trying to buy - unfortunate, but PM's offerings keep improving, maybe soon, maybe next time around.

I've seen many people join PM and remain with PM because (even those who've experienced a rocky startup) are generally satisfied with what PM delivers.  Best plan, best price, best support, best whatever.

 

What I've never seen is somebody suddenly say "I'm leaving PM because I got a way better deal with somebody else".  Never happens, lol.  I think that alone says everything that needs to be said about PM.  Not bad for a brand with near-zero advertising presence in the public consciousness, especially good for a brand swimming in the same pool as sharks and piranhas - PM isn't (yet) especially aggressive about getting customers, but they're especially conscious about making their existing customers happy.

bryanbreguet
Great Citizen / Super Citoyen

Re: Negativity For First World Problems


@PublicMobile101 wrote:

Being a part of this community for over year now. I have seen all the Hardwork and passion that public mobile has for its customers. I don't even really see myself as a customer more of a part of the community. However I have seen some negativity when things go wrong, people tend to overreact when there is a bug or an error with the service. They tend to forget all the amazing deals the public mobile gives us. They used even give us free Sim cards with free shipping!

 

I think as a community we should try to keep a positive attitude and work together to solve the problems that we face together and look forward Into the future.

 

This is the only cell phone company that actually keeps giving me better and better deals. Most cell phone companies that I've seen keep on raising their prices and or giving you less features.

 

I hope we can get past this first world problems and Instead work together as a community to make everyone's Mobile situations even better.


Can we please stop with these posts? The ones where we tell new customers who have had problems that they shouldn't be mad? Seriously.

 

PM has aq good promo, it's still a company turning profits. PM isn't your friend and we aren't "part of a community" just because we use the same phone company. Give me a break.

 

I've seen posts like yours yesterday and today and I find them absolutely useless. There are a lot of people having problems and it seems PM underestimated how many new customers would join. It's on them for fixing these problems and consumers have the right to be upset.

Korth
Mayor / Maire

Re: Negativity For First World Problems

@bryanbreguet

 

Here's the official word from PM.  Not all good news, and you're right about a lot of these problems (along with angry customers, bad rep, and lost revenues) apparently being caused by poor planning on PM's part.  At least they're forthright and honest about the admission.

 

I do feel like "part of a community" in the sense that I benefit from the participation of other members - I can get the information or support I need to resolve issues - and I can help other members get the same (plus I get bribed with Rewards credited directly towards my account balance, which is just gravy).  Sure PM's "community" isn't as formal (or necessarily as prompt or efficient) as a typical corporate phone-tech-support department - but it generally does work and, in my opinion, it's a far less frustrating alternative.  I'll happily put myself forward to champion PM's cause because I prefer being empowered with a "DIY" and "hands-on" methodology while I loathe being transferred around between tyrannical bureaucratic apparatchniks who are too disinterested, unauthorized, or unknowledgeable to resolve phone issues.  And I admit that perhaps it's not the best system for everyone.

 

Yes, you're angry, and hell yeah I'd be angry too if I'd traded reliable working phone service on one carrier into nothing but a pile of headaches and delays and on another.  PM took your money (with no refunds!) but now your phone service doesn't work, and their support staff is too busy drowning under a new promo wave to fix your problem?  That's exactly how my first experience with PM turned out, no phone and no money along with uncertainty about the value of the unknown carrier sucks. Here's one thread from a frustrated new customer who wants out.  I found PM was worth the effort and I repeat the "be patient, be positive" mantra this thread's OP is attempting to convey - I hope it works out well for you whether you choose to stick with PM or not.

 

bryanbreguet
Great Citizen / Super Citoyen

Re: Negativity For First World Problems


@Korth wrote:

@bryanbreguet

 

Here's the official word from PM.  Not all good news, and you're right about a lot of these problems (along with angry customers, bad rep, and lost revenues) apparently being caused by poor planning on PM's part.  At least they're forthright and honest about the admission.

 

I do feel like "part of a community" in the sense that I benefit from the participation of other members - I can get the information or support I need to resolve issues - and I can help other members get the same (plus I get bribed with Rewards credited directly towards my account balance, which is just gravy).  Sure PM's "community" isn't as formal (or necessarily as prompt or efficient) as a typical corporate phone-tech-support department - but it generally does work and, in my opinion, it's a far less frustrating alternative.  I'll happily put myself forward to champion PM's cause because I prefer being empowered with a "DIY" and "hands-on" methodology while I loathe being transferred around between tyrannical bureaucratic apparatchniks who are too disinterested, unauthorized, or unknowledgeable to resolve phone issues.  And I admit that perhaps it's not the best system for everyone.

 

Yes, you're angry, and hell yeah I'd be angry too if I'd traded reliable working phone service on one carrier into nothing but a pile of headaches and delays and on another.  PM took your money (with no refunds!) but now your phone service doesn't work, and their support staff is too busy drowning under a new promo wave to fix your problem in a timely fashion?  That's exactly how my first experience with PM turned out.  I found PM was worth the effort and I repeat the "be patient, be positive" mantra this thread's OP is attempting to convey - I hope it works out well for you whether you choose to stick with PM or not.


@Korth Actually I'm not angry. I switched months ago and everything went fine. Then I made my gf switch 3 weeks ago and there was also no problem. That's not my point.

kav2001c
Mayor / Maire

Re: Negativity For First World Problems

Besides the odd absurd issues (which noone can explain) most of the tech issues are fairly simple to correct

 

The main issue I see here is the multiple complaints about people not getting issues resolved and no updates on what is going on

 

It's one thing to say eliminate the brick & mortar stores (which lets be honest, every mall in Canada pretty much has a Telus & Koodo store or kiosk costing them millions)

But the bigger issue here (and as I mentioned in BETA thread is the issue that killed off Wind) is the seeming lack of ownership for issues

There will be some who stick it out either for pride or price but Public has only survived on word of mouth

So for every 1 long term client telling family/friends good things there are like 10 new clients who will bash Public.

It was a very poor business decision and could cost them long term

 

If you had a problem & mod responded eta to fix is 10 days people would be less upset than not hearing anything back

 

Right now nearly everyone is in the dark 

 

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