How long do you think it should take support to respond to an email

[LZoltowski]

LOL: the "Same day the request was made" clearly whoever answered that question never worked in tech support.

[Anonymous]

Yea you can't always do the same day. There are times even some problems that could take weeks depending on what is being ask for and what is going on. Not that I say that is common - but a few days should be about right depending on what is being ask it's nearly impossible to handle every question same day.

[cybereality]

We usually have the first response within 24 hours (sometimes even much shorter) but, depending on the issue, the full resolution may take several days to account for investigation, escalation to different teams, etc. I took a look at your ticket, which has had multiple back and forth replies since it was entered in last Thursday, and we are looking into the situation now regarding your last response. Thanks.

[Jake_Dragon]

Clearly you do not understand customer service.

Not the same as customer support. A response does not have to be a solution to the issue but the lack of communication is seen as a poor service. Waiting 2 days for an email that just explains what can be done based on what is found? When a simple hey guy we didn't forget you our dev group is still looking into this.

[Anonymous]

It could be seen as poor service, but long as someone gets back with you with in a day it should be consider still good. You as a customer can never know what's going on at the business end. You could say that isn't the customers fault - and that is true - but there are times were the business end is waiting on the customer in the first place so it's a cycle that just happens. 

We had a person just a few days ago wrote a 1 star review on my business on yelp because we couldn't get to them that same day. We had everyone out sick but two people and it being a monday we had a crap load of calls and people walking in to get to all the phone calls so we did have to let a few hit the voicemail while we got back with the customer we already had in the store and or work we were in the middle of. Not that I want people to hit the voicemail (I am a big believer in getting a human to talk to), but in this case it was way out of my hands and my bosses hands (the otthey worker was my boss). Yet, we got back with them the next day to explain and see what we could do for them. Yet they were already upset and said they wouldn't come back (even tho they question was a bit basic and they did swing by the shop?). The funny part - they didn't include the fact we did call them the next day to explain and tried to work for them - they just revenge posted a review instead without the facts:) Personally I am keeping it because I have a ton of good post from my customers that shows otherwise. Their review doesn't fit what other says so it just makes it look kind of silly xD I always try my hardest for my customers:) but there really is only so much you can do in a single day. I do like to go home and spend time with my family too:)

Now, make that into tickets and boom you see that there might be a lot of revenge tickets. Instead of waiting for reply in the order you came in - now there is like another 10% more tickets they have to go through:) 

Now the argument might be - well get more people - the problem is that then now you have to pay a ton more people a fair wage... yay more jobs ... but then that work dies down over a week - so now you are stuck with 10 people for example and only about 1 or 2 days worth of work. So is it fair to fire those people just to work a few days or do you raise your prices almost 4 x to cover the cost of thos extra works or do you just bear the weather and move forward with what you have that way you save both money and keep your business going instead? Even if you did hire - it takes time and money to train people as well if that job is even trainable - not all jobs are trainable. You can't really teach someone to be a good programmer if they have no idea what the hell c++ or python even is. Even if they had basic knowledge - doesn't mean they will still be able to write a worthwhile function or method to really benefit anyone xD 

Hell even my own mom was getting upset someone didn't call them back the same day. I had to tell her to wait maybe they are just busy today with lots of calls out. Sure enough, the next morning, even before she got up, a phone call was on her machine explain and seeing what they could do to help her out:) 

Man I can go on and on for both sides. Either way, patience is a virtue and it seems like that has escape a lot of people now a days.

[Fazz]

I said 96 hours just in case everyone was on holiday with it been near Easter..

[Jake_Dragon]

LZoltowski said:

LOL: the "Same day the request was made" clearly whoever answered that question never worked in tech support.

Clearly you do not understand customer service. Not the same as customer support. A response does not have to be a solution to the issue but the lack of communication is seen as a poor service. Clearly you are one of the surly support guys that makes me jump out of my chair so you can "fix my issue" 🙂 I wouldn't expect an email from you 😉
Waiting 2 days for an email that just explains what can be done based on what is found? When a simple hey guy we didn't forget you our dev group is still looking into this.
Simple? do you need bullet points? 

[Gerinako]

This is the one thing that bugs me in my work.
People expect an instant response/solution because it's email and think just because it's got there it demands your immediate attention.

I've adopted the we're looking into your email and will get back to you within 2-3 working days if it's not a simple yes no email in which case it is instant.

If they chase me more than once for something I consider unimportant (like demanding a 4 cent credit note...yes really) in that time they get accidentally bumped to 4-5 days  o:)

[SinusoidDelta]

Response time is not as important as response quality. Is this response from oculus support acceptable?

"I highly advise performing a clean reinstall of Windows, onto a freshly wiped and formatted drive. Please ensure you do not perform a system repair or reset, or restore from an image or backup.
I definitely recognize the inconvenience of this step, and I generally try to avoid suggesting this step due to the effort involved. I advise this as the current most likely culprit is software-based, but if this does not resolve the issue, I will then look into your warranty options."

Or this response when asking about the function of the oculus cable HDMI +5 pin and the effect if it were damaged:

If the pin were not making contact, your Rift would not be detected at all. It is also unlikely that the orange light would turn on in the headset. You'd also be likely to notice rapid disconnects/reconnects, or a disconnection/reconnection sound from Windows as you moved the headset around 

I'd like to point out that the orange light will turn on with the HDMI cable unplugged. Try it for yourself. Apparently Oculus support agents have not.