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Is 3 days waiting for a ticket response normal


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Hi Guys,

though I have had Malwarebytes for so long i cannot remember life without it, and the fact that i have never needed support before shows how good/simple it is, however i needed a question answering 3 days ago so i got in touch and within the hour i received an automated reply with a ticket number, and then nothing, i presumed 24 hours would normally be realistic, (nothing) so maybe because of covid (its the reason for everything else going wrong) i ought to give it 48 hours, nothing and so on here i am now on day 4,and i sent another request just in case that 1st one got lost in cyberspace, 24 hours ago still nothing, the problem i have is looking at the new VPN i am interested but waned a specific billing question answered, so while i was waiting i looked at all the others selling VPN and checked their reviews, ne or 2 of the better ones had FANTASTIC customer services, which does not really matter until you need it, so i am now preparing to leave MB because of the carefree attitude to waiting customers, any one got an opinion or indeed advice.

Many thanks Martin M

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  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

If you are having technical issues with our Windows product, please do the following:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

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49 minutes ago, MartinM said:

however i needed a question answering 3 days ago so i got in touch and within the hour i received an automated reply with a ticket number, and then nothing, i presumed 24 hours would normally be realistic, (nothing) so maybe because of covid (its the reason for everything else going wrong) i ought to give it 48 hours, nothing and so on here i am now on day 4,and i sent another request just in case that 1st one got lost in cyberspace, 24 hours ago still nothing,

It is currently taking 7+weekdays for ticket response after the automated response. Each new ticket submitted starts the queue over.

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  • Staff

Hello MartinM   

We do apologize for the delay in getting to you, they are working as fast as they can.  Porthos is correct, submitting multiple tickets is actually more of a hindrance than a help as the Agents take the tickets in order received.  The more tickets submitted, the larger the ticket queue, and the longer the delay :(

I did check and can see that they did reply to your ticket 3309098

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9 hours ago, Porthos said:

What is your billing question?

Well thats all fine and dandy guys but if its 7 days to get help then thats me out of here that is shocking, oh by the way i did not receive anything after the automated reply, dont get me wrong i am not about to indulge in a rant but i just may need help sometime ahead and dont fancy having to wait a week, i dont just get how or why it would take that long, and i certainly dont understand how everyone can be ok with that, but thanks for offering advice.

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I am experiencing similar problems. I had my computer crash and had to reformat the hard drive. In doing that I lost everything on it including Malwarebytes! I am patient when it comes to waiting for a reply, but do not appreciate being ignored! My email address used to start up Premium Malwarebytes was deleted, so I had to establish a new email address. When I tried to address this issue with Support I never got a reply. If a reply is in the works, I will be willing to wait as long as necessary so I can resolve my issue before the renewal date in January 2021. I am able to access Malwarebytes, but cannot go into my account because of the email issue. Please respond to this message so I can have faith that I can continue to use the program. Thank you in advance for any assistance you can give me.

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3 hours ago, Porthos said:

@Jynx75 How was your email address "deleted"? Email addresses do not usually get deleted.

Did you receive the automated ticket number when creating the support ticket?

My account was deleted by Microsoft not Malwarebytes! I received the automated ticket number December 14, 2020. I have yet to receive a reply or information of any kind!

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1 hour ago, Jynx75 said:

Thank you for getting back to me Ried! I will check my email and let you know!

Received a response from Russ E. stating that he will update the information to my current email address. I asked him to confirm the address has been changed so I can go into my account and see if everything is in order. You guys are the best! 

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