Support response time

#1

Is it unusual for support to take longer than 24 hours to respond to a help ticket?
I put a ticket in yesterday (Ticket 1261213) at 6:30 PM.
It was about an order that I needed to cancel before it shipped.

#2

Hi @larryf.91t4t7,

It is unusual, but it also depends on the topic. We are unable to stop orders before they ship, no matter how quickly we receive the help request, so they are not processed as high-priority tickets like one for someone whose phone is completely inoperable would be.

I’ll review your ticket now to see what we might be able to do to assist you.

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#3

Hi @larryf.91t4t7,

There was an agent already researching your ticket, making some internal notes, and preparing to respond to you as I looked in on it, so I’ve added a note and expect you will have a reply shortly.

Thank you for raising your concern here in Community, and please let me know if there is anything further I can do to help.

1 Like
#4

Thank you for responding here quickly.
This was for phones that you had on sale.
In the past, the site would check zip codes and tell me that the phones wouldn’t work in my area.

I didn’t have this option this time

1 Like
#5

Hi @larryf.91t4t7

You can find the coverage checker at this link:

4G LTE + WiFi for the Best Cell Phone Coverage | Republic Wireless

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