topic Re: how long? in Get Support

how long?

itsjp — Sat, 10 Dec 2022 09:46:44 GMT

how long does it usually take for the CS Agent to get back to you or resolve your issue?

Re: how long?

Patchio — Sat, 10 Dec 2022 09:33:53 GMT

It depends on the issue that you're inquiring about.

The CS Agents are likely to respond to certain issues more quickly depending on their priority, for example, no service issue - suspended accounts are higher priority, versus an issue with missing rewards or Public points, which are considered lower priority.

Generally speaking, they should respond within 2 to 48 hours. If CS Agents haven't gotten back to you after that point, you can open the ticket that was submitted in the Sent section of your Community message inbox and ask them for an update on your ticket by responding to it.

Good Luck.

Re: how long?

BKNS27 — Sat, 10 Dec 2022 09:55:58 GMT

@itsjp

It depends when you submit your request.

PM staff hours are from 6:00am to 10:00pm EST and how busy they are.

Of course it is better if you submit your request in the morning rather than the end of the day.

Normally they will get back to you in a couple of hours or the next day.

Re: how long?

hycm53 — Sat, 10 Dec 2022 12:02:56 GMT

@itsjp wrote:
how long does it usually take for the CS Agent to get back to you or resolve your issue?

It's hard to say, but for my experience it's pretty fast. Of Course my issue is not urgent.

If you have any issue you can post right here, someone may help you when you're waiting CS Agent respond.

Re: how long?

CGO — Sat, 10 Dec 2022 15:41:45 GMT

follow up if too long.

Re: how long?

hTideGnow — Sat, 10 Dec 2022 15:47:31 GMT

HI @itsjp

did you check the Community inbox on the top right?

is the problem still about the US roaming you asked couple days ago? if it is , then definitely it was too long. Open them another message.

usually PM will reply in 2 or 3 hours. But if you opened ticket for over 2 days and no response at all, the ticket might have been missed

If it is another problem, then share here and maybe we can help