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  • Support ticket response on weekends...

    Is support open on weekends? I have a fairly critical issue, and no one has responded today.

    thanks.

  • #2
    support ticket is managed by humans... british humans... they are sleeping at this time of night...
    oh no, i'm not going with Xenforo... come on, i'm better than that... i stick with Wordpress... rofl

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    • #3
      Originally posted by nexialys View Post
      support ticket is managed by humans... british humans... they are sleeping at this time of night...
      I wasn't asking about what 'times' they work. I'm asking if they're in AT ALL on weekends.

      If you know where the support days and times are posted, can you direct me there. Thanks.

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      • #4
        Wayne is working on your ticket, please remember we're all human.

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        • #5
          Originally posted by Zachery View Post
          Wayne is working on your ticket, please remember we're all human.
          I hadn't forgotten that you're humans.

          It was a simple question to figure out if I need to check my support ticket over the weekend, or wait until monday.

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          • #6
            You can send a support ticket in at any time, it's pretty much 24/7. I think the max wait time they specify is 24 hours, but it's usually much, much sooner, especially since they have staff placed in different parts of the world.
            Congratulations on the death of vBulletin, Internet Brands.

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            • #7
              it is easter saturday

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              • #8
                Originally posted by iJoe View Post
                it is easter saturday
                Not everyone observes Easter. The original question is still valid.

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                • #9
                  Yes support is open on the weekends.

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                  • #10
                    No response within the past 24 hours.

                    Originally posted by Zachery View Post
                    Wayne is working on your ticket...
                    Well, it's been a full 24 hours since I heard anything from vB support on my ticket, so I paid an outside company to identify and fix the issue.

                    Not really sure what Wayne did (or didn't do) over the past 24 hours, but a response from 'someone' at vB support would have been appreciated - even it to say, "your issue cannot be resolved" or "we're currently looking into this."

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                    • #11
                      I normally work 7 days a week but I took a couple of rare days off to visit family over the Easter vacation. We do our best, and honestly I think our best is better than any other online support I've ever gotten (where 2-4 days is much more typical), but sometimes we just are not going to be available 24/7. Sorry.
                      Steve Machol, former vBulletin Customer Support Manager (and NOT retired!)
                      Change CKEditor Colors to Match Style (for 4.1.4 and above)

                      Steve Machol Photography


                      Mankind is the only creature smart enough to know its own history, and dumb enough to ignore it.


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                      • #12
                        When a staff user is working on your ticket and might be away for whatever reason, that doesn't mean nobody else is online, they're handling their own tickets and new unassigned ones.

                        Only when we notice someone being offline for over 24 hours (Wayne was not gone this whole weekend) or when that user unassigns the ticket is when we take over. To avoid confusion we do not jump into each others tickets. It IS an exception when we have customers wait for an follow up for more than 24 hours.

                        But to answer your questions: Yes, support is provided 24/7/364, it's just impossible to cover every assigned ticket every minute of the day, some staff members tend to sleep for 5 or 6 hours.

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                        • #13
                          Just Like Me Yestrday Floris Follow Up My Ticket

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                          • #14
                            Originally posted by Shawn Yue View Post
                            Just Like Me Yestrday Floris Follow Up My Ticket
                            Yes, you received support within hours and have the matter resolved within hours of starting the ticket.

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                            • #15
                              Yes And Vbulletin Support Ticket System Is The Best


                              <content removed by Floris>
                              Last edited by Floris; Thu 27 Mar '08, 6:01am. Reason: this is not the place to contact staff to get support quicker. be patient like everybody else

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