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Escalated to Support Support always like this?

Discussion in 'Support' started by g grade, May 14, 2018.

  1. g grade
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    g grade Rising User

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    So i finally get a reply after 1 week. And now it takes 24 hours to get another response.. They ask for screenshot of my video manager. I have a question why not ask me for all the things you need in the first message so i dont have to wait 1 day per message you send me just to ask for more information about me joining ...
     
    #1
  2. LW001
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    LW001 Forum nerd Sectional Moderator Wiki Contributor Beta Freedom! Member

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    Long response times are sadly rather common in some departments as far as I'm aware. They need a bunch of information from you (most commonly channel/custom ID, YouTube Features Page, analytics pages,...) but don't want to ask you for things they won't end up needing in advance. This is pretty much a battle a support team can only lose in any way (especially because the ticketing system bumps everything to the back of the queue at each reply). Usually you get an email a few weeks after your ticket was resolved asking you for feedback which is where you could definitely put that down as well.

    Also just adding the usual list I give to people for things to add when contacting support so they don't have to ask for it:
     
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    iGoDZoFLuiGii likes this.
  3. g grade
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    g grade Rising User

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    They dont know what they need upfront though? Is process different for everyone or something?
     
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  4. zeke morgan
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    zeke morgan Moderator Moderator Community Team! Freedom! Member

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    They may not need everything from you, so they may ask you for only small bits of information first, as they may only need that from you. As for the ticket system as LW said above it can be a little annoying sometimes with it bumping replies etc for a little while.
     
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  5. g grade
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    g grade Rising User

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    well now its been 2 days since last response about joining. In the lat messege asked them for a time frame and no response. I just dont see how they open it hours ago but dont respond for days at a time.. Its been 13 days since i have actually been under review :(

    [​IMG]
     
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  6. LW001
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    LW001 Forum nerd Sectional Moderator Wiki Contributor Beta Freedom! Member

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    Every time you reply your ticket gets bumped to the bottom of the queue, don't reply and wait for a reply.
     
    #6
  7. g grade
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    g grade Rising User

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    Im not.. And this is a lot longer than your 3 day estimation you gave me for channel review haha
     
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  8. zeke morgan
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    zeke morgan Moderator Moderator Community Team! Freedom! Member

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    Typically the channel review takes around 3 days, obviously we don't know how many reviews or channels they are dealing with at the minute or how long its going to take to clear them. As frustrating as it just be patient and I'm sure they will get through them as soon as possible
     
    #8
  9. g grade
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    g grade Rising User

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    Lol now they are saying 60-90 days.
     
    #9
  10. Koala_Steamed
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    Koala_Steamed Administrator Administrator

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    Hi @g grade sorry you have been having issues with support, can you send me your ticket ID please.
     
    #10
  11. g grade
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    g grade Rising User

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    I guess i can.. but it too late now basically they are saying its gonna take 60-90 days lmao. I sent them all that stuff and i still gotta wait 60-90 days bit too long for me i think . May go elsewhere. But my other issue is i asked them like 3 messages ago in the ticket how long it would take? And no response until that last message which i aske like 5 days ago. I wouldnt have wasted my time waiting on them days and supplying them with info if i knew it took 60-90 days to join.
    [​IMG]
     
    #11

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