9 replies to this topic

[ThirtyOughtSix]

Anyone else having log wait times for support tickets? I launched one back in mid-late December. Received a response earlier this week and again...it looks like my ticket has fallen through the cracks! I didn't want to post here but common!! A month with no solution?? PGI - The holidays ended 21 days ago!

[Mechteric]

They had vacation, and said they're catching up on backlog

[Gamuray]

Dude... I hope you aren't saying you're surprised that they aren't providing service up to your standards.

[Aethon]

If you look at my post history, you can tell I am no white knight, by any stretch...but I have actually had good, rapid responses from PGI's customer service/tech support every time. I have no complaints there whatsoever.

[RAM]

Yes, very long month plus wait times. Nearly makes one wish for IGP levels of service...


RAM
ELH

[ThirtyOughtSix]

Aethon, on 22 January 2015 - 02:57 PM, said:

If you look at my post history, you can tell I am no white knight, by any stretch...but I have actually had good, rapid responses from PGI's customer service/tech support every time. I have no complaints there whatsoever.

I'm curious - Do you consider rapid 1 month?

[Aethon]

Hyper99, on 22 January 2015 - 04:05 PM, said:

I'm curious - Do you consider rapid 1 month?

I hope for a response within 24 hours; both times, they have. The last one was a response within 6 hours.

At this point, I would re-submit the ticket, in case it got lost.

[RAM]

Aethon, on 22 January 2015 - 05:18 PM, said:

At this point, I would re-submit the ticket, in case it got lost.

The question then becomes should that be necessary? And how long is a reasonable response time?

PGI lists their own guidelines but clearly they are not always achieving them.


RAM
ELH

[ThirtyOughtSix]

Aethon, on 22 January 2015 - 05:18 PM, said:

I hope for a response within 24 hours; both times, they have. The last one was a response within 6 hours.

At this point, I would re-submit the ticket, in case it got lost.

I will. Thanks for the input. Thought month was a little lengthy.

[Aethon]

RAM, on 22 January 2015 - 05:35 PM, said:

The question then becomes should that be necessary? And how long is a reasonable response time?

PGI lists their own guidelines but clearly they are not always achieving them.


RAM
ELH

*shrug* I can only convey my experiences, which have actually been really positive when dealing with their customer support folks. In most games with customer service departments, if you do not receive a response within a few days, I would re-submit it, to be sure it did not get dropped due to some technical glitch.

Also, frankly, you can probably imagine the sheer volume of tickets they are processing; a couple are going to fall through the cracks once in a while.