topic Re: PM respond tme. in Get Support

PM respond tme.

BEER — Sun, 29 May 2022 23:36:41 GMT

Re: PM respond tme.

Jb456 — Mon, 21 Feb 2022 16:31:14 GMT

@BEER Not normal. People last few days been getting replies in under an hour.

Re: PM respond tme.

softech — Mon, 21 Feb 2022 16:35:39 GMT

@BEER I would open another ticket and ask for update

with Jade, message her tomorrow if you don't hear anything today, afterall, it is a holiday for her today.

Re: PM respond tme.

Anonymous — Mon, 21 Feb 2022 16:36:10 GMT

@BEER : Jade comes and goes. I was pleased to see some posts from her recently but then back to crickets. Long delays or nothing seems to be the practice.

Going about getting any kind of confirmation from the CSA's is usually not very useful. They'll just give you the company line...if not even entirely wrong at that.

Re: PM respond tme.

Dunkman — Mon, 21 Feb 2022 16:38:02 GMT

@BEER

If you don't get responds from a ticket within 48 hours (official response wait time upper limit), you should submit another ticket for CSA help. Or you may want to private message CSA directly.

As for Jade (community manager), her response times vary and rarely responds over weekend. She usually deals with system/community issues and may not respond to individual situations. That is the job of CSA.

Re: PM respond tme.

Anonymous — Mon, 21 Feb 2022 16:43:06 GMT

@Dunkman : When she's the only other employee type person we see around here then how else would one escalate an issue? Or get some official clarity? Regulars are often astonished at inaccuracies and inconsistencies coming out of the CSA's. Is Melinda_H still around? David_J? Heck, even Alan_K?

Re: PM respond tme.

darlicious — Mon, 21 Feb 2022 16:46:55 GMT

@BEER

Well you know what I already said about resubmitting your request last week and why.

I've been waiting about 4 months for a message back from Jade.....good luck with that.

I submitted a message to customer support at but my account could be gliching out again ad if so I will just trigger the spam filter....lol....for more reasons than just getting a CSA 's attention!!

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, phone #, email and 4 digit account #.

Re: PM respond tme.

darlicious — Mon, 21 Feb 2022 16:52:19 GMT

@BEER

I'm officially at one hour. Dang it now I'm getting worried I'm that back in purgatory.....15 more minutes and I'll have to drag the cat out to get a reply!

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, phone #, email and 4 digit account #.

Re: PM respond tme.

Anonymous — Mon, 21 Feb 2022 16:56:13 GMT

@BEER : darlicious twigs a thought from her experience that she has probably already mentioned...use any of your other usernames. I seem to recall a couple others. Make sure its private messaging option is on too.

Edit: lol there it is. 🙂

Re: PM respond tme.

hTideGnow — Mon, 21 Feb 2022 17:02:10 GMT

HI @BEER

With that much of wait, the ticket likely going no where.

I suggest you to open a ticket again, but open it tomorrow. Experience tells me tickets opened on the weekend , especially long weekend , won't get handled until after the weekend anyway.

Live shot of PM call centre (LoL):

Re: PM respond tme.

Yummy — Mon, 21 Feb 2022 18:35:45 GMT

1. From my experience, usual response time from an agent is below 1 hour.

2. Response from PM staff after sending them personal message will depend how busy are they. I would go regula route - sending PM to agent.

Since you have ticket, try sending PM to agent

Send a private message to the CSA by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: PM respond tme.

Meow — Mon, 21 Feb 2022 18:39:14 GMT

@darlicious wrote:
I'm impatient today. I think I might take an early lunch and pull my **bleep** sandwich out of the bag rather than the cat.

Try not to mix sandwich and cat and start biting cat... You will be for a scratchy surprise!

Re: PM respond tme.

darlicious — Wed, 23 Feb 2022 04:33:47 GMT

@Meow

Even the spam filter can't see me....I'm incognito to customer support.

@BEER

Response time today as long as you are not darlicious....10 minutes.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, phone #, email and 4 digit account #.

Re: PM respond tme.

ShawnC13 — Tue, 22 Feb 2022 02:51:52 GMT

@Anonymous wrote:
@Dunkman : When she's the only other employee type person we see around here then how else would one escalate an issue? Or get some official clarity? Regulars are often astonished at inaccuracies and inconsistencies coming out of the CSA's. Is Melinda_H still around? David_J? Heck, even Alan_K?

Yet even knowing this some regulars take what the CSA's say as the "ruling of the day" until someone higher responds. Even if the ToS states different

Re: PM respond tme.

J_PM — Tue, 22 Feb 2022 03:19:04 GMT

Thank you for providing ticket information. I will follow up with the CSA team, as 1 week isn't our typical response time.

Thank you,
Jade

Re: PM respond tme.

Community_QA — Tue, 22 Feb 2022 03:26:02 GMT

@J_PM What is the acceptable response time here? everyone said within 48 or 72 hours, is that really that long

Re: PM respond tme.

ShawnC13 — Tue, 22 Feb 2022 03:36:41 GMT

@Community_QA, yes that is what it is stated as for a response time. There have been some extreme cases where it has been that long or even longer. When I joined back in 2016 the system was so flooded it was 21-28 DAYS for a response

Re: PM respond tme.

J_PM — Tue, 22 Feb 2022 03:40:30 GMT

@Community_QA It's dependent on volume for that day. This can vary, and if there are any outages or glitches, typically you should receive a response within this time frame.

Re: PM respond tme.

Community_QA — Tue, 22 Feb 2022 03:42:02 GMT

@ShawnC13 wrote:
@Community_QA, yes that is what it is stated as for a response time. There have been some extreme cases where it has been that long or even longer. When I joined back in 2016 the system was so flooded it was 21-28 DAYS for a response

21-28 days? oh no. I think I should not complain then. 🙂

Re: PM respond tme.

ShawnC13 — Tue, 22 Feb 2022 03:55:24 GMT

@Community_QA, yes it was a very hectic place during the fall promo of 2016 with probably hundreds maybe thousands joining each day that overwhelmed the activation system and a very small group of moderators to deal with it.