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Reasonable time to wait for webmasters answer to a problem of the site

Type: General

Submitted by Denner (235)
12 hours 15% 8 Votes
24 hours 58% 30 Votes
36 hours 6% 3 Votes
48 hours 17% 9 Votes
A week 4% 2 Votes

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52 Votes Total

Sep 30, 2008

Poll Replies (16)

Replies to the user poll above.

Msg # User Message Date


Lionheart (47) 24 hours should me reasonable for just if you have a question, but i had some problems when my password wasn't working, if that's the case it should be 12 hours or less, after all we all have lives, and now that college has started for me I don't have as much time to just wait at home for downloads all day, and like all services we pay for I expect a timely response, it's like asking a waiter for a refill and telling me it's going to take an hour.
09-30-08  12:50am

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mbaya (366) I think 24 hours is plenty for most problems. Even if they have to work on a technical issue, they should let you know they got the message.
09-30-08  03:21am

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Denner (235) In general I'd say 24 hours is ok time for feedback on sepcific questions about the site.
But I agree with Lionheart, that if I for some strange reason is cut off from access to a site I've paid for, it would be better with an answer/help/solution sooner.
Like the former mentioned exampel with LSG: Several mails to webmasters without any answer is way out. Compared to the time of answer from CCBill when I was locked out of LSG. CCBill got me back in less than five minuttes:
If a large Co. like CCBill can do that, I'd suspect than one pornsite-webmaster should not have to use days, weeks og whatever NOT to answer....

09-30-08  06:45am

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messmer (137) I voted 12 hours because Denner mentioned "problems."
If it is general complaints 24 hours would be fine with me.

09-30-08  07:44am

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Jay G (67) I'd even give 48 hours, but I DO expect a reply. When I get a reply that makes any sense, I'm very pleasently surprised.

The majority of the many websites I've joned over the years NEVER reply. It's very frustrating, but customer service seems to be suffering in every business, even though it would be relatively cheap to have one lowly underpaid worker paying attention to customer issues.

09-30-08  07:55am

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Monahan (44) 12 hours is plenty. These guys are rolling in huge amounts of money and should be able to respond within 12 hours or faster.

Failing that, a human (not auto) response that the matter has ben received and will be addressed within a reasonable period of time.

What really pisses me off is getting no reply whatever until a week or more later where the webmaster is now asking if I still have the problem.

What pisses me off more is where the reply bears no relation at all to the reported problem. Recently I had an access problem with a site I just signed up for and emailed the webmaster. The or four days later I got a reply that said, "If you wish to cancel, you must do so at least 24 hours before your membership expires." I was able to get the problem resolved via CCBill (of all things) but not from the site.

09-30-08  08:10am

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Cybertoad (Disabled) 24 hours, whats sad is i am still waiting fore answers from sites 3 months ago. I would say 1/2 do not ever respond. 1/8 respond in less then 12 hours,
And the rest just whenever they get around to it.
Whats funny is some sites that I think rate low, respond fast lol, and some I rate high actually take days. Guess they are like Google taking my money to Vegas or the Bahamas.

09-30-08  08:30am

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TheRizzo (23) I think 24 hours is acceptable but like those that do it within 12 hours which allows them to answer during their normal business hours.
09-30-08  09:42am

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Drooler (220) I said "48" -- just in case the webmaster is really busy and has the flu and has to spend extra time putting pressure on the pre-web-stage production end to get the next batch of goodies ready for the show. Or whatever. I don't know what's going on behind the scenes, but I often experience raining while it's pouring, so I don't mind cutting some slack.

Now when I do get a reply within 24 hours, I'm happy about that. (Not always about what's in the reply.)

A week is too long, generally. If it's like that, I wouldn't mind a little perfunctory apologizin'.

Hey, sometimes it takes our PU compadres like Khan and Rick over 24 hours to reply, too. Some people are busy!

09-30-08  02:23pm

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elonlybuster (39) I think if you ask a question any time Monday through Thursday you should get an answer within 24 hours (Not an automated reply, but an answer to your question or concern). Anytime between 5pm Thursday and Friday mid-day, you should HOPE to get an answer before closing 5PM Friday. Anytime after mid-day Friday you shouldn't expect anything until Monday mid day or afternoon at the latest.

It's your basic business etiquette. Answer within 24 business hours of receiving the question or complaint.

09-30-08  03:48pm

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pat362 (375) I wasn't sure which time to pick. I settled on 12hrs, but I wouldn't necessarilly have issue with 24. I guess it comes down to what the problem is.
If the site is having server problem then many people are affected so just replying to all the customers can be time consumming, but for general issues. I'd expect no more than 12hrs. I've got to wonder what is wrong with the site if it takes a full day for a webmaster to reply to an email about a small problem.

09-30-08  06:37pm

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elonlybuster (39) pat362 brought up a good point... IF it's a server problem and it's effecting all members I'd hope to see things working within 12 hours of the problem and/or an email or message sent to all subscribers saying "Hey we screwed up but we're fixing it"
And if they haven't fixed the problem within 24 hours I expect to get a perk, an extra update or something.

10-01-08  02:59am

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apoctom (145) I'll give them 24 hours to respond. I can understand if it takes longer than that to fix the problem, but silence doesn't solve anything.
10-01-08  07:37am

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f84815 (4) For Tech Questions eg Login or download 12 hrs is to long the websites should be maned by tech staff 24/7 to support the operations. General Questions or suggestions could be 24 hours
10-01-08  11:15pm

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nygiants03 (162) I am very fair, I would give 48 hours. That should leave more then enough time to answer any question I may have.
10-06-08  10:05pm

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alexmedia (22) I answered 48 hours, I think it's enough time to answer.
09-23-09  08:54pm

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*Message rows highlighted in light orange are replies to replies.

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