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Introducing the FreedomPop Customer First initiative.

FreedomPopFreedomPop Posts: 190 admin
edited January 20 in News and Updates #1

FreedomPop Customer First


We recently set off on a mission to improve our customer experience by tenfold through the launch of our “FreedomPop Customer First” initiative. Our entire team collaborated on this massive effort to fine tune all the areas where our customers showed dissatisfaction. Over the course of several months, we collected and drilled into thousands of customer feedback points across dozens of channels. The outcome was a clear roadmap compiled of solutions designed to tackle our subscribers’ greatest pain points.

At the forefront of these changes, was a complete redesign of our web portal and app to make it easier than ever for you to manage your account - just the way you asked for. My.FreedomPop.com, the newly developed portal, offers an advanced level of free tools that enable our customers to better manage their accounts and address their support needs from anywhere, at any time without having to contact anyone.

We invite you to explore our latest improvements designed to provide a crystal-clear experience across all the touch points - from signing up to managing your subscriptions. Click the video below for a how-to on navigating the new dashboard.



These are the first of many “FreedomPop Customer First” enhancements that we’ll be launching over the next few months as a result of your feedback. If you have any feedback on the new layout, please let us know in the comments below!

*For more information regarding your new account site and you would like to know how to navigate the website please click here!
Post edited by Miguel S. on

Comments

  •  6th Start KathyJoe 6th Start KathyJoe FreedomPop Newbie Posts: 12
    My history for 2017 has disappeared. All that is listed is from 2016. Do NOT Like this new format. Bring back the old one.
  • j lewisj lewis FreedomPop Newbie Posts: 23
    I like the old account page better.
  • Jorge Jorge Posts: 3,371 admin
    We appreciate all feedback as we hope to ensure everyone has a great FreedomPop experience! :)
  • limeylimey FreedomPop Newbie Posts: 669 ✭✭✭
    Jorge said:

    We appreciate all feedback as we hope to ensure everyone has a great FreedomPop experience! :)

    @Jorge - leaving the newness factor aside, the most significant issue I'm seeing on the new site, is that some of my accounts have lost their call & data usage history, going back several months (back to last year in one case) & these accounts don't appear to be logging current activity. Given the recent changes regarding account dormancy & phone number recycling, this presents a major problem in tracking usage & making certain that you keep within the current rules.

  • Jorge Jorge Posts: 3,371 admin
    limey said:

    Jorge said:

    We appreciate all feedback as we hope to ensure everyone has a great FreedomPop experience! :)

    @Jorge - leaving the newness factor aside, the most significant issue I'm seeing on the new site, is that some of my accounts have lost their call & data usage history, going back several months (back to last year in one case) & these accounts don't appear to be logging current activity. Given the recent changes regarding account dormancy & phone number recycling, this presents a major problem in tracking usage & making certain that you keep within the current rules.

    Our team is aware and is currently looking into this, thanks @limey
  • S3 PiS3 Pi FreedomPop Newbie Posts: 9
    What do these toggles do?
    GEAR>Account Settings>Voice>Call Preferences>
    Outgoing calls: Toggle
    Incoming calls: Toggle
  • Jorge Jorge Posts: 3,371 admin
    S3 Pi said:

    What do these toggles do?
    GEAR>Account Settings>Voice>Call Preferences>
    Outgoing calls: Toggle
    Incoming calls: Toggle

    This feature allows the option for users to block/allow outgoing or incoming calls.
  • limeylimey FreedomPop Newbie Posts: 669 ✭✭✭
    S3 Pi said:

    What do these toggles do?
    GEAR>Account Settings>Voice>Call Preferences>
    Outgoing calls: Toggle
    Incoming calls: Toggle

    @S3 Pi - I noticed those too - I'm assuming that they can be used to selectively disable/enable incoming/outgoing calls - maybe to stop your kid's phone from being used for calls during homework time, or just for some quiet time...

    I haven't messed with them yet - if I want peace, I just mute the ringer.

  • S3 PiS3 Pi FreedomPop Newbie Posts: 9
    Jorge said:

    S3 Pi said:

    What do these toggles do?
    GEAR>Account Settings>Voice>Call Preferences>
    Outgoing calls: Toggle
    Incoming calls: Toggle

    This feature allows the option for users to block/allow outgoing or incoming calls.
    So, blocking both outgoing & incoming would be like a data only Sim ? Would one risk losing one's phone number? Would account be disabled if a outgoing call wasn't made? Charged a penny?
  • limeylimey FreedomPop Newbie Posts: 669 ✭✭✭
    S3 Pi said:

    Jorge said:

    S3 Pi said:

    What do these toggles do?
    GEAR>Account Settings>Voice>Call Preferences>
    Outgoing calls: Toggle
    Incoming calls: Toggle

    This feature allows the option for users to block/allow outgoing or incoming calls.
    So, blocking both outgoing & incoming would be like a data only Sim ? Would one risk losing one's phone number? Would account be disabled if a outgoing call wasn't made? Charged a penny?
    Assuming the previous assumption is correct & that the currently known rules still apply, then: Yes, yes, yes, only if at least 5MB of cellular data hadn't also been used in that period.
  • Jorge Jorge Posts: 3,371 admin
    S3 Pi said:

    Jorge said:

    S3 Pi said:

    What do these toggles do?
    GEAR>Account Settings>Voice>Call Preferences>
    Outgoing calls: Toggle
    Incoming calls: Toggle

    This feature allows the option for users to block/allow outgoing or incoming calls.
    So, blocking both outgoing & incoming would be like a data only Sim ? Would one risk losing one's phone number? Would account be disabled if a outgoing call wasn't made? Charged a penny?
    Negative, the feature will only affect the ability to block/allow outgoing or incoming calls. In regards to the penny charge, you may refer to this support article for more information on why an account would receive such a charge: https://support.freedompop.com/app/answers/detail/a_id/3532/kw/penny
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