topic Re: Which gets a response quicker? in Get Support

Wait times

Dolphin12 — Thu, 30 May 2024 21:29:39 GMT

I don't understand why it's taking so long to hear back from customer service. What is an acceptable response time? I understand there is a post saying response time is longer than normal but it's been over a week since I sent a message.

*****UPDATED *****

I received a response to my ticket and it looks like things are going to be resolved 🥰

Re: Wait times

Rastin — Sat, 25 May 2024 22:01:52 GMT

Send another ticket or private message. That not normal . Did you check your messages

Re: Wait times

Sansan — Sat, 25 May 2024 22:18:07 GMT

@Dolphin12 you can check your messages here. It doesn't always show up. If no messages send another.

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Wait times

Dolphin12 — Sat, 25 May 2024 22:28:18 GMT

@Sansan I keep checking in here as well and nothing .... no response

Re: Wait times

Dolphin12 — Sat, 25 May 2024 22:29:32 GMT

@Rastin I have checked my messages multi times. I don't want to send another message as it adds to the back up.

Re: Wait times

HALIMACS — Sat, 25 May 2024 22:31:31 GMT

Do it anyway, @Dolphin12

No one should have to wait more than 3 - 4 hours to hear back from a customer service department when they’re paying for a service.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Wait times

Dolphin12 — Sat, 25 May 2024 22:50:23 GMT

@HALIMACS thank you. I have sent many messages using the methods you outlined. I've never waited more than a few hours during business hours. For some reason the last one has not been responded to.

Re: Wait times

Fraser_1985 — Sat, 25 May 2024 23:17:12 GMT

I don’t think there is such a thing as customer service here, seems Public figures they will have volunteers who want a small amount deducted from their bill help those of us who have problems. Don’t think it’s customer, it’s volunteer service by other victims of Public.

Re: Wait times

Sansan — Sun, 26 May 2024 16:19:06 GMT

@Dolphin12 strange. I just sent them one myself, so let's see...

Re: Wait times

Dolphin12 — Sun, 26 May 2024 16:37:38 GMT

@Sansan let me know if you hear back. Still nothing on this end.

Re: Wait times

Sansan — Mon, 27 May 2024 01:04:51 GMT

@Dolphin12 nothing yet...

Re: Wait times

Dolphin12 — Mon, 27 May 2024 01:30:27 GMT

@Sansan any response? Still nothing here

Re: Wait times

Sansan — Mon, 27 May 2024 01:35:05 GMT

No, I wrote them around noon. Let's see tomorrow.

Re: Wait times

Sansan — Tue, 28 May 2024 00:29:46 GMT

@Dolphin12 hi, someone did reach out to me 3 hours ago. I was busy and wasn't using my phone. They asked me for info I had previously provided, but let's see when they will respond again. I believe they will be closing soon.

Re: Wait times

Dolphin12 — Tue, 28 May 2024 00:36:39 GMT

@Sansan that's interesting as I have not heard back on either of my tickets (different issues). I wonder why tickets are not answered in the order they are received?

Re: Wait times

Sansan — Tue, 28 May 2024 00:44:35 GMT

I'm sorry to hear that. I would think they work on order received yes. My matter is not urgent. It did take them a full day and a half to respond. Now I have to wait through the verification process.

I did see a post today that seemed to hint that they message them and they responded with 30 minutes.

Re: Wait times

Dolphin12 — Tue, 28 May 2024 00:46:58 GMT

I don't know what going on but it is frustrating. Oh well all I can do is wait.

Re: Wait times

Sansan — Tue, 28 May 2024 14:21:10 GMT

@Dolphin12 they should have responded by now. I heard back 1 hour ago. I responded and they responded a second time. Check your avatar and click on the tab that says messages.

Re: Wait times

Tom222333444555 — Tue, 28 May 2024 22:13:11 GMT

@Rastin wrote:
Send another ticket or private message. That not normal . Did you check your messages

Its perfectly normal...I created a ticket 24 hours ago....no response. I created another 2 hours ago, no response. I don't know if joining public was the right move for me

Re: Wait times

Tom222333444555 — Tue, 28 May 2024 22:15:56 GMT

@Fraser_1985 wrote:
I don’t think there is such a thing as customer service here, seems Public figures they will have volunteers who want a small amount deducted from their bill help those of us who have problems. Don’t think it’s customer, it’s volunteer service by other victims of Public.

I got a chuckle out of your post...but it is 100% true