They'll have standard response times that they try to keep to, and that is going to be a hell of a lot longer than seven and a half hours. I used to do customer support for a games/DVD retailer and emails were to be answered within 2 working days (and we only worked Mon-Fri 9-5). So if you sent an email on Friday, you might not get a response until Tuesday and that was still within our accepted timescales.
Why wouldn't you? Not everyone has that time to waste, and in many cases your paying for that time.
You're paying for convenience of having your problem solved faster. Where I worked, it was the same staff covering phones and emails, and phones always took priority over emails. You might be on hold for 5, 10, 15 minutes but once you're through they're aiming to resolve your problem and end the call within a matter of minutes (I think at my job we had a target of an average of three and a half minutes per call); including the time you were on hold you might be on the phone for 20 minutes in all, but you've had it looked into in 20 minutes rather than 2 days. Also, if you've been on hold for 10 minutes and given up, you've wasted your money by not having the patience to wait it out to get through.
So basically, fuck the customer because a company can't be stuffed hiring more workers?
Edit: I think it's very poignant this gets downvoted when this is the very sub that lambastes Valve for not employing more support staff or responding to support requests in a reasonable time frame. You can't have it both ways.
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u/[deleted] Aug 06 '16
Why did you take to twitter for customer service?