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Great Citizen / Super Citoyen

Slow responses from mods

@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.

 Even fizz has live chat ... PM is a sad excuse for a "provider".

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Mayor / Maire

Re: Slow responses from mods

is there anything we can help you with here?

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Mayor / Maire

Re: Slow responses from mods


@Klane wrote:

@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.

 Even fizz has live chat ... PM is a sad excuse for a "provider".


Agree response time should be much better and there seems to be no way to sort out priority issues from minor ones so that they can get priority!

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Great Citizen / Super Citoyen

Re: Slow responses from mods

My experience is that generally they respond quickly within a day. 

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Mayor / Maire

Re: Slow responses from mods


@Klane wrote:

@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.

 Even fizz has live chat ... PM is a sad excuse for a "provider".


Alan_K has a boss. I'm sure he's doing all he can with the resources provided to him. Telus doesn't appear to want to give much of any resources to a low budget outfit and are content to siphon what revenue they can get into their coffers. But I'd rather rates be as low as they can get away with. The rare time service is needed then just have to know to wait.

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Mayor / Maire

Re: Slow responses from mods


@Roger3 wrote:

My experience is that generally they respond quickly within a day. 


While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend.  My issue was  already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services.  There needs to be a way for anyone without service to get priority.

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Mayor / Maire

Re: Slow responses from mods


@dabr wrote:

@Roger3 wrote:

My experience is that generally they respond quickly within a day. 


While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend.  My issue was  already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services.  There needs to be a way for anyone without service to get priority.


I dunno. Then everybody comes up with their hard luck story. So then the mods have to judge how real the story is.

First come - first served. If it's easy...Next!

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Mayor / Maire

Re: Slow responses from mods


@z10user4 wrote:

@dabr wrote:

@Roger3 wrote:

My experience is that generally they respond quickly within a day. 


While my experience has been within a day generally too, but during a very busy time with many glitches in the system, it took 2 days for PM to respond and then another 2 days after verification because it was the weekend.  My issue was  already resolved before I heard back so I wasn't concerned, but many people have reported waiting much longer and having their phones without any services.  There needs to be a way for anyone without service to get priority.


I dunno. Then everybody comes up with their hard luck story. So then the mods have to judge how real the story is.

First come - first served. If it's easy...Next!


I know there's no way to easily verify which user's issue is more urgent.  Luckily it looks like it's been a lot quieter lately.

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Oracle

Re: Slow responses from mods


@z10user4 wrote:

@Klane wrote:

@Alan_K @ I am fed up with the crap service with PM and when you have a problem it takes days to get help... I understand that it's not like other providers where you can call and have your problem fixed right away but at least beef up the mod team so service times are less than an hour instead of days.

 Even fizz has live chat ... PM is a sad excuse for a "provider".


Alan_K has a boss. I'm sure he's doing all he can with the resources provided to him. Telus doesn't appear to want to give much of any resources to a low budget outfit and are content to siphon what revenue they can get into their coffers. But I'd rather rates be as low as they can get away with. The rare time service is needed then just have to know to wait.

 

Now that Public Mobile has grown a ton since the early days, the excuse has worn quite thin that they can't afford to have enough moderators to ensure a 2-4 hour response time rather than 2-4 days.  That said, I don't interact with the moderators that much but when I do, I am serviced quite quickly.  No, I don't have the number to the red phone.


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Mayor / Maire

Re: Slow responses from mods

It is just the expectation subscriber has.

 

I did my research before jointing PM and I am fine with the 2 - 3 days wait for support before jointing PM 11 months ago.

 

Those had not done the research what to expect from PM support.  The 2 -3 days wait time is a big surprise to them.

 

PM is a DIY service similer to the freephoneline DIY VoIP home phone service.

PM subscribers need to know between a locked/unlocked phone and how to setup APN etc.

The freephoneline subscriber need to know what is a locked ATA and how to configure it for the freephoneline VoIp service.

 

Althrough PM is a DIY service, but you are not DIY.  We are here to help.