topic Re: CS Agent Response time in Get Support

CS Agent Response time

FrankyHarry — Tue, 28 Nov 2023 01:26:39 GMT

Hi There how long does it take to get a response from a CS Agent? I sent them a message yesterday , and still haven't received a response. Thank You.

Re: CS Agent Response time

hTideGnow — Mon, 27 Nov 2023 16:53:05 GMT

HI @FrankyHarry

usually less than 2 hours. But with the high number of activation this weekend, maybe a bit longer

since you messaged them yesterday, message them again now

And if you waited another 4 hours and no still reply, message them again

Re: CS Agent Response time

will13am — Mon, 27 Nov 2023 16:53:09 GMT

@FrankyHarry , CSA response times are dependent on caseload. I find that generally a response takes no more than an hour or two. Keep an eye on the envelope icon for notification of incoming response.

Re: CS Agent Response time

Handy1 — Mon, 27 Nov 2023 16:54:09 GMT

@FrankyHarry Usually with in the hour however it can also be as long as 2 days and unfortunately support has been swapped the last few days

Re: CS Agent Response time

Yummy — Mon, 27 Nov 2023 17:12:58 GMT

From my experience 1-24 hours. But on weekends they might not be fully staffed so they will get in touch with you today.
If you do not hear from them until evening, try to open a ticket (or message them again (ticket is preferable).

Re: CS Agent Response time

Marls — Tue, 28 Nov 2023 02:35:08 GMT

I have now been waiting more than 48 hours for a response from the Techs...

Re: CS Agent Response time

hTideGnow — Tue, 28 Nov 2023 02:37:51 GMT

H @Marls

did you check your Community inbox for their reply

don't wait longer, message them again
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: CS Agent Response time

Marls — Tue, 28 Nov 2023 02:56:29 GMT

I have messaged them every 12 hours... and still nothing. Yes nothing in my community inbox.

Re: CS Agent Response time

jor123 — Tue, 28 Nov 2023 03:25:19 GMT

Haven't personally needed an agent, but doesn't create a great first impression for new customers brought on with the Black Friday and Cyber Monday deals.

Re: CS Agent Response time

ottawa — Tue, 28 Nov 2023 04:20:44 GMT

Sure it gives a bad first impression, but assuming they're maxed out on their human resources, what can PM do? Presumably all the companies' support teams are swamped with everyone changing companies to get BF deals, failed ports, incorrect IMEIs, and general problems.

@FrankyHarry do you think it's something we can help with, or is your problem specific to your account (e.g. billing problem)? We're all just users but some of us (not me) are very knowledgeable.