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| Runbox Forum Everything related to Runbox should go here: suggestions, comments, complaints, questions, technical issues, etc. |
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2 Dec 2013, 04:37 PM
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#1 |
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Junior Member
Join Date: Dec 2013
Posts: 2
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How long does Runbox take to respond to urgent support requests?
How long does Runbox take to respond to urgent support requests?
I put in an urgent support ticket MANY hours ago and still no response  Also their live support seems to always be dead... do these guys ever work? I just signed up with them and paid for a year, but so far I am getting rather disappointed... surely with a 30 day money back guarantee these guys would look after new paying subscribers well so as not to lose them to refunds  |
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2 Dec 2013, 06:09 PM
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#2 |
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Essential Contributor
Join Date: Jun 2009
Posts: 395
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Hello GGMan and welcome.
Don't know where you are, but Fastmail works out of Australia (with servers in New York City). Fastmail customer support is normally unavailable on weekends. When it is available, it's less than optimal. Most of the people who have been Fastmail customers for a long time stick with it because of the moderate price and available features -- they expect little or nothing from customer support. I would stick around, play with the different features and forget about C.S. Good luck. -- Jacinto |
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2 Dec 2013, 06:17 PM
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#3 | ||
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The "e" in e-mail
Join Date: Feb 2006
Location: EU
Posts: 4,945
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Quote:
Quote:
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2 Dec 2013, 06:27 PM
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#4 | |
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Essential Contributor
Join Date: Jun 2009
Posts: 395
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Quote:
(It's early in the morning where I am and haven't had my first cup of coffee.) My apologies to the OP and Runbox. Runbox does, in fact, have very good customer service. I'm sure the OP will hear from RB soon (if he hasn't already). In my experience, RB CS will bend over backwards to be accommodating. If the OP hears from Liz, he will have hit the jackpot for courtesy and getting things done. Just hang in there and you'll be satisfied with the results. Good luck again. -- Jacinto |
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2 Dec 2013, 06:32 PM
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#5 |
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Cornerstone of the Community
Join Date: Nov 2008
Location: UK
Posts: 549
Representative of:
Runbox.com |
Runbox offers customer support 7 days/week, but not 24 hours a day. We are a small team. We try to cover European and US working hours as a priority, but are often available outside of these hours.
Most tickets are replied to within a few hours, and often much more quickly than this. Live chat is available when we are not working on other tasks, and is offered in addition to the main support method which is the support tickets. We don't treat new customers any differently to those who have been with us longer. It wouldn't make good business sense to do that. We offer a 60 day money back guarantee, not 30 days. I hope this helps. |
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2 Dec 2013, 07:03 PM
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#6 |
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Junior Member
Join Date: Dec 2013
Posts: 2
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Just checking in to say RB support have now contacted me and have been polite and are working on my issue. I guess I hit a timezone difference that caused the delay.
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3 Dec 2013, 02:12 AM
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#7 |
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Essential Contributor
Join Date: Nov 2007
Posts: 236
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I have no real opinion on support because I rarely need to use it, but generally you only hear good things about runbox's support on this forum...
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3 Dec 2013, 03:11 AM
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#8 |
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The "e" in e-mail
Join Date: Nov 2005
Location: San Francisco
Posts: 2,281
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I've had Runbox accounts for only a few months (transfering services for some of my domains from Tuffmail). Runbox support has been excellent in my experience.
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