CS Agent Response time

[FrankyHarry]

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.

[ottawa]

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.

[jor123]

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.

[Marls]

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

[hTideGnow]

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

[Marls]

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

[Yummy]

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).

[Handy1]

@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 

[will13am]

@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.  

[hTideGnow]

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