topic Re: TIME TO RESOLUTION THREAD in Get Support

TIME TO RESOLUTION THREAD - Post your wait times here!

erotavlas — Wed, 05 Jan 2022 06:13:00 GMT

I'm curious the average wait time to getting a response (and resolution). Please post how long you waited for support to contact you, and (optional) the date your issue was resolved. Keep it short and stay on topic. If we keep this thread up to date we can see if issues are getting resolved faster, slower or the same over time. Thanks.

Note: only post the very first time you tried contacting any form of support, even if you tried multiple times on later dates.

Examples:

Issue: Failed activation

First Contact Date: Nov 19, 2016

Support First Response Date: Nov 24, 2016

Resolved: Nov 24, 2016

Issue: Credit card charged twice

First Contact Date: Nov 29, 2016

Support Contact Date: Nov 30, 2016

Resolved: Hopefully within 10 days from support contact date

Re: TIME TO RESOLUTION THREAD

WilsonLam — Wed, 07 Dec 2016 04:26:46 GMT

Issue: "Generic Error" when logging into My Account

First Contact Date: Nov 30, 2016

Support First Response Date:

Resolved:

Re: TIME TO RESOLUTION THREAD

UDP7 — Wed, 07 Dec 2016 04:40:23 GMT

@WilsonLam RIP.

Re: TIME TO RESOLUTION THREAD

makkahn28 — Wed, 07 Dec 2016 06:03:37 GMT

OOOh, very, like getting stung, PM please, We need U more than ever, please don't fail us now

Re: TIME TO RESOLUTION THREAD

mimmo — Wed, 07 Dec 2016 09:03:56 GMT

@WilsonLam have you tried a differet browser, incognito mode, clearing cache /cookies or changing language to french?

Re: TIME TO RESOLUTION THREAD

ute1978 — Wed, 07 Dec 2016 16:17:42 GMT

@UDP7 wrote:
@WilsonLam RIP.

Why? If his first contact date was November 30 and the wait times are 12 days, then @WilsonLam will be helped and his problem resolved.

Re: TIME TO RESOLUTION THREAD

WilsonLam — Sun, 29 Jan 2017 09:54:18 GMT

@ute1978 It actually still hasn't been resolved. But to @Amanda_C's credit, she did contact me on December 12, 2016, indicating that my account was reset. However, I didn't get an email so I didn't know she had reached out to me via this board. As of today, I still have no access to self-serve. I've sent a new message to @Mary_M so hopefully, she gets this all sorted out this week!

Not having access to my account does suck and my old roommate doesn't even have voice service working! Support definitely needs work. A ticketing system would be more effective than a private message system.