We have a full support staff on weekends. Pretty much 24/7. Our best guys though work Sunday->Friday. The more senior support people typically answer checkout questions and they aren't on Saturday.
quote:Here's how it's run down so far:
Question Reply Time to reply
======== ====== =============
3:03pm 3:16pm 13 minutes, 1 second
3:54pm 4:14pm 19 minutes, 8 seconds
4:26pm 4:31pm 5 minutes, 25 seconds
8:16pm 9:15pm whoops, almost a full hour!
10:27am 3:45pm 4 hours, 18 minutes
Well thats just when the auto-responder answers. NOT the TECH.
LOL, no way is that the auto-responder. That's instant.
I filed a support request a few days ago, and I got the auto response ticket confirmation. 3 minutes later (yes that's THREE minutes) my question was answered by the support staff. That's service.
I filed a support request a few days ago, and I got the auto response ticket confirmation. 3 minutes later (yes that's THREE minutes) my question was answered by the support staff. That's service.
I'm still waiting on a question I put in over 4 days ago.
We did answer the only support case I could find of yours on 1/13 in 7 minutes.
I don't see any other cases for either of the 2 email addresses you use with us. Nor was it with your eBay userId message board userId, or Auctiva userId. I can only try searching like 5 ways before I give up.
Can you provide the support case # for that case?
I don't see any other cases for either of the 2 email addresses you use with us. Nor was it with your eBay userId message board userId, or Auctiva userId. I can only try searching like 5 ways before I give up.
Can you provide the support case # for that case?
It was a case with Michael Gomez . No case number - just email exchange.
I responded to his response to me on the 5th at 11:01pm.
[edited: contents of the support case email removed]
I responded to his response to me on the 5th at 11:01pm.
[edited: contents of the support case email removed]
My suggestion would be to file a support case and not do it via email. When someone sends an email to 1 person what if he:quote:No case number - just email exchange.
1.) gets sick
2.) goes on vacation
3.) quits
4.) ignores you
5.) doesn't work weekends
Only person sees it and works on it. etc.
I've given explicit instructions that email support be done last and only after all other methods. It probably took until today to get to it.
If they get sick, I would presume you have someone covering their work.
Same if they go on vacation.
Same if they Quit. I would imagine you woud have their email auto forwarded to the worker who is taking over the cases.
If they ignore me - I would hope they would be fired.
I didn't send it on a weekend, so that is a moot point.
The topic IS about "EMAIL SUPPORT"
We could call...if we had a number. Is there one?
Same if they go on vacation.
Same if they Quit. I would imagine you woud have their email auto forwarded to the worker who is taking over the cases.
If they ignore me - I would hope they would be fired.
I didn't send it on a weekend, so that is a moot point.
The topic IS about "EMAIL SUPPORT"
We could call...if we had a number. Is there one?
quote:The topic IS about "EMAIL SUPPORT"
You'll note the email address is their individual email. Thus they are not sent to any other support person in any of the cases I mentioned. You are mailing a single employee, not the support department. Which is why you waited. How did you find an email address to email? There should not be any email addresses for support on our site. Which would leave only the possibility of typing it in randomly hoping it gets to where you'd want it.
We don't provide email support. They aren't supposed to reply to you via email, they are supposed to create a support case out of it and reply to the support case.
If you are eligible for phone or live chat support those options would appear for you when signed in to the site.