Normal Ticket Response Time?

[lmm]

Immediately after I signed up last week, I opened a ticket - my dialable number is not the same one I requested at sign-up. That's not such a big deal, but it's not even in the same area code, which is a pretty big deal.

There has been no response from a human yet (just the auto-responder e-mail) to my ticket after 4 days.

When I was shopping for a VoIP carrier, the reviews raved about ViaTalk's support. That's not been my experience, but maybe my expectations are too high.

How many days/weeks does it normally take to get any response to a ticket?

- Larry.

[VTAllan]

Larry,

Sorry to hear about that issue. Normally tickets do get responses within 24-48 hours, however we are still experiencing some delay due to the sale we recently had. As you can imagine we get many tickets such as "Can I still get the sale price?" "I missed the sale but I want it still" etc which fills up the ticket queues. We do respond to each ticket as quick as possible though while addressing everyones problem.

I would recommend calling us in your particular case.

[BELATRA]

Allan,
your excuse sounds good if only you were right.
I submited the ticket (GIA-30263) on May, 8th 15:38
First responce (a question) was on May, 9th 15:57
The next one (question as well) on May 16th 12:27

I have to say that the guys who asked me the questions definitely did not read my complaint. If they did that, they could find complete answers in there.

I am still waiting. My ticket is opened. Service is not working. :angry:

[lmm]

Thanks for the advice, Allan. Will do.

Belatra - don't you already have a thread going for your issue?

[BELATRA]

Belatra - don't you already have a thread going for your issue?It's a funny thing but NOT yet!!!

[lmm]

I called, waited about 20 minutes, spoke to a rep who obviously knew his stuff and I think this issue is on the way to being resolved.

While waiting, there's an announcement of your position in queue every few minutes or maybe when it changes. I noticed a couple of times that I back-slid. I imagine that was priority support customers cutting line in front of me.

I suppose some feel it's "undemocratic", but I like the idea of being able to pony up two bucks a month for the privilege of cutting line, especially at that price.

- Larry.

p.s - Belatra - I meant this thread (http://forums.hostrocket.com/showthread.php?t=18094).

[BELATRA]

p.s - Belatra - I meant this thread (http://forums.hostrocket.com/showthread.php?t=18094).
Larry, I'm awfully sorry for the intervention.

[VTAllan]

I'm glad everything went well Larry. Think of the Priority Support as a kind of club, or membership that gives special advantages. Many places provide support only if you pay a fee each call or a monthly fee just to get the ability for support.

Belatra....your record of the ticket submitted is very skewed, I will address that in your thread, not here.