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Old 14 Sep 2018, 05:36 PM   #1
an_fastmail
Junior Member
 
Join Date: Sep 2018
Posts: 2
Time to answer support

HI,

Just wondering what people's experience of a support wait is ? Opened a ticket approx 24 hrs ago, contacted a couple of hours later and told it would need to be escalated to a supervisor. Since then nothing.

I feel a bit let down. Have been using Fastmail for 10+ years and have a company account with 12 employees on it, so we're chosing to spend some reasonable $$ on the service.

I think 24 hrs is (way?) too long...but I'm running out of time here. Unless it's fixed I need to move servers...
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Old 15 Sep 2018, 07:06 AM   #2
TenFour
Essential Contributor
 
Join Date: Feb 2017
Posts: 337
Can't speak for your particular situation, but I was disappointed how long it took (days of back and forth) to resolve a pretty simple issue with their sister service, POBox.com. You may be falling into some time zone issues since the mothership is in Australia.
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Old 15 Sep 2018, 09:08 AM   #3
BritTim
The "e" in e-mail
 
Join Date: May 2003
Location: mostly in Thailand
Posts: 2,653
Experiences with support over the years have varied tremendously. At times, it has been a weakness in FastMail's service. At other times, people have been satisfied. My own experience has been that initial response to problem tickets has been fast, but what happens when support requests are escalated depends greatly on who it is escalated to, and other tasks the individual is involved in. It does not seem there is proper tracking and response time standards for escalated support requests. Only first line support is subject to such evaluation.
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Old 15 Sep 2018, 03:16 PM   #4
an_fastmail
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Join Date: Sep 2018
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Well FWIW, they got back to me in more or less exactly 24 hrs... and turned out wasn't a Fastmail issue, was a different provider... so still feel this is a bit long, but they helped resolve something that wasn't their fault, so overall not bad.

Some way of escalating things would be a good idea IMHO... Hey, even charge me (like the other provider did) at least give me the option...
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