topic Re: Moderator response time not so great lately... in Get Support

Moderator response time not so great lately...

BearFBI — Wed, 05 Jan 2022 18:12:15 GMT

I submitted a ticket for one of my PM accounts, I accidentally put the wrong birthdate and I thought it wasn't a big deal as I can contact the moderators. Too bad there isint an option in selfserve.

Well. I contacted them and 2 hours pass by. I was a bit surprised as moderators usually respond faster, Anyways its 8 hours in and there is still no response. Its not important or anything but still. I remember I got responses in 2 hours mabey less.

I've also contacted moderators before about something elese not too long ago. Again it took them longer than usual to reply.

Its not really an issue but if it was an issue it would be pretty inconvenient to be down without phone for 8+ hours.

I'm impatient. Lol

Re: Moderator response time not so great lately...

esjliv — Sun, 13 Sep 2020 21:51:40 GMT

@BearFBI ,

There does seem to be more recent posts about someone submitting a ticket, and it has been 24-48+ hours, and still no response.

I hope this is just a temporary lapse of communication and things get zippy again; including to you!

🙄

Re: Moderator response time not so great lately...

gpixel — Sun, 13 Sep 2020 22:06:05 GMT

@BearFBI my recent issue took 2 days to resolve. whatever... I manage my account to the point where I never need them for important things

it was 2-3 messages a day within a span of 12 hours. but he at least told me to wait till the next day. Walter did good though 👍

miscommunication is a good thing 😉

welcome back good sir! 👏

Re: Moderator response time not so great lately...

BearFBI — Sun, 13 Sep 2020 21:59:41 GMT

@esjliv hmm. Public seems to have a lot of "miscommunications" among their moderator team.

When 4 hours pass by, I know I'm not gonna get a response back. Every ticket I've submitted that has passed 4 hours there has been no response. I have the same feeling about this one too....

Thats why I posted about it here on the community. Really to be honest these past few months ticket response times have not been 24-48 hours. Ticket response times are usually around 2 hours now, Even SIMon says that.

Whats the possibility of a ticket getting lost ? Knowing my luck it's probably lost.

@gpixel What ! Thats insane. Something is definitely messed. Have they fired half their moderator team recently. Lol

Re: Moderator response time not so great lately...

BearFBI — Sun, 13 Sep 2020 23:44:44 GMT

@gpixel

"welcome back good sir! 👏"

Thanks. Im happy to be back. My ban was another "misscomunication" among the moderator team. 🙄

Re: Moderator response time not so great lately...

popping — Sun, 13 Sep 2020 23:40:34 GMT

@BearFBI

There were over 10 moderators online when we got a few hours response time.

But for the past week, there were about 6 or 7 moderators online on weekdays.

BTW there is only 5 moderators online at the moment. With the backlog, the response time will be long.

We should try to help members to solve their issues first and don't ask them to create support ticket for non-account access related issues.

Re: Moderator response time not so great lately...

ShawnC13 — Sun, 13 Sep 2020 23:41:18 GMT

@BearFBI wrote:
Moderators are getting on my nerves lately.

@BearFBI, after your recent behaviour and being banned. I don't think you are in any position to make such a comment.

It is stated that response time can take up to 48+ hours. You are aware of that. Any response before then is an acceptable time.

Re: Moderator response time not so great lately...

chaletrimouski — Sun, 13 Sep 2020 23:42:25 GMT

Moderator eventually came thru for me. Thanks so much!

Re: Moderator response time not so great lately...

BearFBI — Sun, 13 Sep 2020 23:48:57 GMT

@chaletrimouski I'm glad the moderators responded to you !

I actually just got a reply from a moderator to my ticket. I guess the moderator response time is just a bit longer now. Oh well patience is key. It could also be because its the weekend.

Re: Moderator response time not so great lately...

BearFBI — Sun, 13 Sep 2020 23:55:52 GMT

@ShawnC13

"It is stated that response time can take up to 48+ hours. You are aware of that. Any response before then is an acceptable time."

Yes it is stated but I dont see it stated anymore. If you speak to SIMon and ask "Moderator response time" He says this "Usually, that is within a couple of hours, but in peak periods, it could be longer."

So 2 hours is or under is normal. If in "peak periods" I wouldn't expect another 8 hours for a response. Oh well. Im not complaining i just posted this wondering if anybody elese has had slower moderator response times recently.

Re: Moderator response time not so great lately...

MoreYummy — Mon, 14 Sep 2020 03:13:13 GMT

they might respond faster during weekday hours and not many tickets at that time.

Re: Moderator response time not so great lately...

darlicious — Mon, 14 Sep 2020 08:39:29 GMT

@BearFBI

When I joined a year ago 24 to 48 hours was a normal response time with some requests taking up to a week. Simon had just been introduced and there were fewer moderators working. Public mobile put a colossal effort into fixing the long waits for customer service as it was their biggest drawback to switching was the inability to get timely service for account issues that only moderators can fix.....this is how so many work arounds came about and why the longtime members, oracles current or retired deserve respect for the years and yards of duct tape they used to keep this jalopy that is public mobile going .....

Many new members who have joined the community this year don't quite realise that this ride needs a regular mechanic and that's you and i for the most part.. You happened to switch right after the new paint job so she looked real good then. But a jalopy is no lambourghi and never will be.....and if you want the flashy arm candy service that goes with Italian motoring perfection it comes at a cost.

Saying all that I have noticed longer response times and I fully expect that for non urgent issues. I always prioritize my service requests giving the moderators a timeline....from urgent (failed port or no service) to before my next renewal to direct question that they need not respond to if they are busy. But despite @ShawnC13 admonishment you did raise a good question as to what. the current wait time is for moderator contact so that we can properly advise members seeking moderator assistance.....its easy to say 2 to 48 hours but its better to be able to add....but this week they are averaging 8 to 12 hours for non urgent requests. Perhaps we can help resolve your issue quicker than waiting for a moderator......and teach other non regular community members self management of their service.

Gen Xers, millenials, baby boomers, hippies to nimbys, yuppies to empty nesters we're an eclectic mix here in the community with different expectations stemming from our diverse backgrounds. Now get your shammy out there's some chrome that needs polishing......

Re: Moderator response time not so great lately...

AE_Collector — Mon, 14 Sep 2020 15:18:52 GMT

@darlicious wrote:
Now get your shammy out there's some chrome that needs polishing......

Ahhh..I wouldn’t do that. You are just going to find some rust that you didn’t know was there..

AE_Collector

Re: Moderator response time not so great lately...

ShawnC13 — Mon, 14 Sep 2020 16:58:47 GMT

@darlicious my comment was made based on the part of the post mentioning that moderators are getting on his nerves. I still stand by it that this was uncalled for no matter who was said by. As you have experienced and witnessed comments like this can also lead to bans

Now @BearFBI after my post yesterday you have it the solution I see in my notifications, I was going to remove that today but I see you already have changed it so there is game in your method here. Not sure the point of signing solutions and changing them. I do not want the solution for this as I don't think there is a correct solution to the OP as it was a statement that you were experiencing longer wait times. What we don't know is when you created the trouble ticket. Was it a weekend, done during moderator off hours, even complexity of issues to gather information. While the wait may have been over two hours again we know it can be much longer.

Re: Moderator response time not so great lately...

BearFBI — Mon, 14 Sep 2020 19:11:11 GMT

@ShawnC13 I've never accepted that post as a solution. The only person that can accept other posts as a solution is an oracle......

I removed the solution that magically appeared and changed it to darlicious's post because that sounded more like the solution.

Re: Moderator response time not so great lately...

ShawnC13 — Mon, 14 Sep 2020 20:12:00 GMT

@BearFBI wrote:
@ShawnC13 I've never accepted that post as a solution. The only person that can accept other posts as a solution is an oracle......

I removed the solution that magically appeared and changed it to darlicious's post because that sounded more like the solution.

@BearFBI, you are correct that only the OP or an Oracle can accept a solution. An Oracle can't make the solution look like it was chosen by the OP though and here is the email I received.

Re: Moderator response time not so great lately...

BearFBI — Mon, 14 Sep 2020 21:55:54 GMT

@ShawnC13 Hmm. Mabey I am just going crazy. I could've accidentally clicked the accept as solution button.

Whatever happend it was a mistake and that post was not meant to be the solution. Sorry about that.

Sorry about the comment on the moderators too.

Re: Moderator response time not so great lately...

ShawnC13 — Mon, 14 Sep 2020 21:55:16 GMT

All good @BearFBI it happens I justed wanted to make sure it was clear that it wasn't an Oracle who selected the first solution

Re: Moderator response time not so great lately...

darlicious — Tue, 15 Sep 2020 00:45:56 GMT

@BearFBI

And all is right in the community again! There just might be a big cuddly bear in @ShawnC13 after all!

Re: Moderator response time not so great lately...

CFPartDeux — Tue, 15 Sep 2020 00:58:19 GMT

@darlicious wrote:
@BearFBI
And all is right in the community again! There just might be a big cuddly bear in @ShawnC13 after all!

One of these? 🐻 🐼 🐨

C'mon now, let's not go THAT far! 😉 🤣