@NicBakker
I take it this wasn't an urgent issue? But no your request customer support should not be handled in that manner. However on occasion support request tickets (generated by SIMon) or private message requests can "fall thru the cracks" or get marked as closed but it is not common.
Generally when contacting customer support by either method (pm prefers you use Simon who is supposedly faster...not my preference but that's me?!!) you will receive a reply within an hour. Sometimes two.....longer during high peak times but that is rare nowadays it wasn't in the past. This is why officially it's still listed as 24 to 48 hours.
If no reply to the message sent to you by a CSA in your private message box is received the CSA will send a follow up message warning that ticket/request will be closed after 48 hours of no response. Same goes during an ongoing ticket if the customer stops communicating. A new ticket requesting support must be created.
As a customer if the request is urgent in nature a follow up private message can be sent at 2 hours unless there is an obvious crisis going on... or 4 hours to see if you have been overlooked. Often they reply in about 15 minutes. Requests sent late ( after 8pm eastern often are not answered until morning. But if you hang out in the community late you may get answer in the overnight if the request can be easily handled and you have pre-verified your account or account access is not necessary.
After you interaction has concluded it helpful to ask for a review link to provide feedback on the customer service you received and satisfied you are overall and any constructive or complimentary comments you may have for pm.
Submit a new support ticket via SIMon or send a follow up private message with your ticket reference #.
To contact customer support : Submit a support ticket via SIMon the chat bot Click here
Or if you cannot submit a ticket via SIMon then Click here ....for additional member supplied info.
