topic Re: Moderator response time in Get Support

Moderator response time

farma — Wed, 05 Jan 2022 09:54:52 GMT

I am trying to reach the moderator team from last two days. No one has responded so far.

Just curious how long they take to get back to you.

My phone has no service from last two days.

Re: Moderator response time

geopublic — Mon, 13 May 2019 13:55:05 GMT

@farma wrote:
I am trying to reach the moderator team from last two days. No one has responded so far.
Just curious how long they take to get back to you.
My phone has no service from last two days.

@farma It all depends on volume of requests. Can take up to 48 hours so you should be hearing back from them soon.

Re: Moderator response time

dna2016 — Mon, 13 May 2019 14:04:43 GMT

@farma unfortunately up to 48 hours is not very accurate. I would say it could take up to 5 days to first hear from a MOD. It all depends on how busy they are already going through the triage (which is first come first serve). Then depending on the issue it could take an additional day or 2 for your issue to get resolved.

Maybe mention what your issue is in this thread, maybe one of us, or an Oracle can provide some support/help.

Re: Moderator response time

geopublic — Mon, 13 May 2019 14:12:49 GMT

@dna2016 wrote:
@farma unfortunately up to 48 hours is not very accurate. I would say it could take up to 5 days to first hear from a MOD. It all depends on how busy they are already going through the triage (which is first come first serve). Then depending on the issue it could take an additional day or 2 for your issue to get resolved.

Maybe mention what your issue is in this thread, maybe one of us, or an Oracle can provide some support/help.

@dna2016 Please refer to this PM article for more info.

Quote from article:

"When are Moderators available and how long till I get a response?

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.

Moderators are available:
Monday to Friday from 9 AM to 9 PM Eastern time.
Saturday and Sunday from 9 AM to 7:30 PM Eastern time."

Re: Moderator response time

farma — Mon, 13 May 2019 14:12:27 GMT

I think there auto pay system sucks. My account was showing expired. I manually pay the amount and activate it. But still service has not started on my phone. Tried lost and found. No luck.

Its been two days now.

Re: Moderator response time

geopublic — Mon, 13 May 2019 14:14:01 GMT

@farma While you are waiting for moderator, you may try the lost/stolen phone trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone

Re: Moderator response time

farma — Mon, 13 May 2019 14:15:57 GMT

I have already tried this but no luck

thanks.

Re: Moderator response time

geopublic — Mon, 13 May 2019 14:17:26 GMT

@farma wrote:
I have already tried this but no luck
thanks.

@farma OK, hopefully the @CS_Agent will respond to you soon.

Re: Moderator response time

Lieux — Mon, 13 May 2019 14:18:56 GMT

@farma wrote:
I think there auto pay system sucks. My account was showing expired. I manually pay the amount and activate it. But still service has not started on my phone. Tried lost and found. No luck.
Its been two days now.

You can try to put 1$ more in your account sometimes it helped....

Re: Moderator response time

Triguy — Mon, 13 May 2019 14:52:04 GMT

It can take between 48-72 hours for a response. During busy times when there are service or account issues it could take longer. They have recently extended their hours.

Extended by 4 hours from 8am to 12 am M-F (used to be 9am to 9pm)

and 3 1/2 hours from 8am to 10 pm Sa-Su (used to be 9am to 7:30pm).

Re: Moderator response time

JackQuint — Mon, 13 May 2019 15:30:06 GMT

@Triguy wrote:
It can take between 48-72 hours for a response. During busy times when there are service or account issues it could take longer. They have recently extended their hours.
Extended by 4 hours from 8am to 12 am M-F (used to be 9am to 9pm)
and 3 1/2 hours from 8am to 10 pm Sa-Su (used to be 9am to 7:30pm).

If you look at the spate of recent posts on mod response, 48-72 hours is being generous. It seems to be more like 96 hours or more. That's actually not acceptable. If I was affected by a significant issue and couldn't get a response for 4 or 5 days, I'd be outraged and taking some action. The attittude that suggests this is somehow OK is baffling to me. We're paying for a service, when it isn't working it is incumbent upon the provider to provide customer service.

Re: Moderator response time

nadinet23 — Mon, 13 May 2019 16:16:18 GMT

I sent a message Friday evening and still haven't heard anything. Not very impressed.

Re: Moderator response time

Isabuschina — Mon, 13 May 2019 19:39:16 GMT

Wow, I was worrying about not receiving any response to messages sent on Saturday, but I guess this is normal and I will give it another day or two before pinging them again.

Re: Moderator response time

farma — Mon, 13 May 2019 23:07:15 GMT

Thanks everyone. Being contacted by moderator and phone is working now.

Thanks again.