5 Ways to Get Support at Republic


#1

Originally published at: https://pwk.republicwireless.com/6-ways-to-get-support-at-republic/

Get your questions answered on your time with Republic. We don’t want to keep your life on hold, get the support you need with the tools you already use. Choose one of the options below to get help or contact us. Help Center Need a fast answer to a general question? You can find answers through our helpful how-to’s and guides within our Help Center. These articles are written by Republic team members and provide you with answers on topics from getting your phone set up to managing your account. We add updates and new articles to our Help Center…


Problems with republic wireless’ help
Problems with republic wireless’ help
Nginx error / 404 when signing into republic wireless
#2

Most businesses would be unhappy that 9% of their users are not satisfied with their “help”. Seems like you have written off a significant portion of your users. I was apparently mistaken that your “questionairre” was to solicit for ways to improve, rather than for typical “marketing” data misuse.


#3

Hi @highduster, we’re always looking for ways to improve customer satisfaction and most certainly care about the 9% of members that weren’t as satisfied with the help they received. That score is a member-to-member support metric which is fantastic that our members are dedicated and empowered to help each other. We’d love to hear your ideas for improvement, what do you have in mind?


#4

it is impossible to make every one happy, there will always be those that had a misinterpretation of how something works (or how they think it should work) and when informed of how it actually works will leave dissatisfied
support (even member to member support) will try to improve the % with the goal of 100% they will never hit it (91% is impressive alone)


#5

First of all…just accept that Republic is and will not be compatible with the major carriers. Enjoy the financial savings and no fake suicide needed to get out of a contract. Otherwise step up and pay 1k for an eyephone.

Texan.


#6

Count me as one of the 9% unhappy that there is NO phone support, even with a gatekeeper filter. Yes, when I signed up with Republic, I knew that part of their business model is to offer no phone support. I took that negative into consideration. When I signed up for Republic, I did so based on the rate plans that were in place at the time, plans that are no longer offered. Now the rate plans are different (and more expensive for us), but the lack of phone support is the same. So, while we continue to be Republic customers for now (the phones are already paid for, after all), my enthusiasm for the company is zero. When asked, I never recommend Republic to friends.


#7

I’m definitely part of the 91% of happy customers. The support with RW is excellent! Keep up the good work! :slight_smile:


#8

Hi @richardp.1bueq5,

I’m discouraged to read that you’re unhappy with our support model, but we greatly appreciate that you are a member.

We do actually offer support by phone. We find a lot of support situations do not require a call and are easier to remedy with written instructions, self-service support documentation, or peer-to-peer, members-helping-members friendly advice. Things like, “How do I access my voicemail” shouldn’t require a highly trained technician and 30 minutes of on-hold time, when a support document or quick answer from another member online can get that answered with no problem.

However, when a support ticket would be better solved with a one-to-one conversation between the member and our technical team, we handle it one of two ways. We’ll either give you a call, or we’ll send a call-in invitation through the ticket, allowing your call to be routed to a technician who answers with the context of your issue right in front of him (or her).

Having the majority of our support issues in a ticketing system allows us to review them for opportunities to better serve our members. So, for example, I just reviewed your ticket history to see what might have left you feeling that your support experience has been negative, and how we could improve. I noted your most recent ticket holds an excellent suggestion, something our billing team has, in fact, requested from our developers, and I’m sending that ticket to the billing team so they can include your comments with that request. So thank you for taking the time to open a ticket to let us know of something we could be doing better.

I hope you won’t experience a phone issue that would end up in a call with our technicians, but if such an issue arises, please do rest assured that support by phone happens all day, every day, and we’ll make sure you get the help you need.


#9

Repulbic Wireless sucks at so many levels, I have had their service for about 6 Years. The problem is you spend hundreds of dollars on a phone to find out there is NO support, horrible coverage, dropped calls, service just stops working…


#10

Hi @kennethw.j58apf,

Is there something specific you need help with today? If you’re unable to open a support ticket I’ll be glad to open one on your behalf and make sure you get the support you need.


#12

LOL, I already have a Trouble ticket in that RW decided to Deactivate my phone after 2 years today, They created a trouble ticket and will get back to me sometime…maybe… People need to know that the RW of today is NOT the company I signed up with years ago… There is NO phone Support, the chat is slow and never solves any problems, Trouble ticket system is a joke as it is unresponsive and try to answer questions with canned answers because the support person doesn’t even know what the issue it, Coverage has gotten much worse (at least for me) and RW doesn’t care, our phones answer with “The RW customer is not available” even when the person is available ( the phone doesn’t even ring), while in a store the wifi was connected to the store’s wifi with full strength and zero cell strength but the phone said NO service and wouldn’t use the wifi for text or voice, we just took a 300 mile trip of which 250 miles had no coverage (this was in Mississippi not Montana)

So yes, I would love a ticket that would fix these problems, but the problem is with RW so they will not be fixed…

Sorry for my tone but I am tired of calling my wife on you $400 phone to only get the “RW customer is not available”


#13

Hi @kennethw.j58apf,

It’s always concerning when a member has issues and is not aware that we do offer support by chat, ticket, and even phone. Before you replied here, I saw your ticket and already added some notes requesting that we work on your issues by phone.

RW does care, and we will work with you to resolve the issues you’re experiencing.

I’m not sure what kind of error you’re seeing, but we’ve taken no action to deactivate your phone or your account.


#14

Thanks for your reply but the error message is in the trouble ticket comments and the error message is from “RW”. Also I have seen where you stated that you can get support by phone, if that is the case it is very well hidden, I cannot find it…

If RW will address ANY of the problems I listed I would do a happy dance…


#15

Hi @kennethe.wsa03u,

I understand that you’ve described the issue in the ticket. My comment was vague because we don’t move private communications to a public forum, but I am certain that we’ve done nothing to cancel or de-activate your line.

We’re looking forward to addressing the issues you’ve described.


#16

I opened a ticket yesterday morning and still no response. Is this normal? ( 30 hours plus…) It’s extremely frustrating not being able to get a response…


#17

Hi @andrewp.rhn7uu,

It is not typical. I’ll review the ticket and see what may have happened there.

Update: When I opened your ticket for review, there was already an agent responding. I apologize for the lengthy wait, and have let the support team know that their assistance is urgently needed.


#18

Thanks for your response. I did eventually get a response from support. I answered and again back in the waiting game. How do I escalate this? My phone is unusable at the moment outside wifi…


#19

Hi @andrewp.rhn7uu,

The agent who responded on your ticket this afternoon apparently missed the notes I had added. Sometimes that happens when one person adds a note while another is editing the ticket. I’m very sorry I didn’t check back in on it before leaving for the day.

I think your issue may be related to the outage we are currently experiencing.

I have followed up with another agent to be sure that your ticket now has information you need in order to get some assistance on your own schedule.