24-hour customer service

It hurts having to wait overnight for customer service requests. I just went through the preliminary steps to activate my new phone, but I don't think the activation will go through until tomorrow morning. For someone that lives on the West Coast, even the Eastern Standard Time that Ting operates on can be a drag - Ting customer support is offline before I get home from work :(

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21 comments
  • We hear you Craig. Sorry we let you down.

    We are looking to expand our hours of operation for support to better accomodate the West coasters. On the plus side, after initial activation, our customers rarely call in to speak with us. Which is to say that once you're good, we (sadly) probably won't talk again.

    I'll take a look at your help request right now and make sure we provided you an answer. Some phones can be coaxed to activate sooner.

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  • Thanks for the response, Ben. My phone activated within a couple of hours, so all is well. Glad to hear you guys are looking to expand your customer service hours. It would be a huge plus. Thanks!

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  • CS is very good, lowering cost of service should take priority. 

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  • They also have a goal of responding within 24 hours to email, even on weekends.

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  • Does sprint iphone 4 work with ting?

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  • Hi Lakira.  We can currently activate Sprint versions - model numbers A1387 and A1349 as long as the devices are currently inactive and have a 'clean' ESN.

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  • I just got off the phone with CS, went straight to a real person. Love it. They were very helpful. Thanks guys!

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  • Anyone knows the cs #

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  • Hey Angel, you can contact us at 855-846-4389, or by online chat!

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  • I tried calling CS several times & it rings and rings - i need a few questions answered if a CS rep can assist please? Thanks in advance

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  • Samantha,

    Support is especially busy. I have found online chat to be the best way of contacting them, currently.

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  • Hey there Samantha,

    Sorry for all the delays but thank you for your patience. We have been extremely busy lately but we are recruiting more staff as we speak so hopefully this won't be a problem for much longer. Try starting an on-line chat, as Bruce suggested, or submit a help request on-line, for the time being.

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  • We've recently extended our customer service hours through 1am ET. We're pretty sure that this is meeting the needs of our customers (from a "what hours are we available" perspective) and don't think that adding in support coverage between 1a and 8a ET would be all that useful for our customers. We're going to keep an eye on things, and if needs change, we can revisit this. In the meantime, we have no plans of adding additional hours to our support operations, so I'm marking this as "unplanned".

    Our current support hours are;

    8a-1a ET M-F

    8a-8p ET Sat/Sun

    We're also still adding new staff and I expect our answer times for phone calls to continue to improve through the end of this month and into May.

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  • Thanks, Ross.

    Is your social team working those hours too? You present the forum as the first line of support.

    big warning would be good directing device-specific & account-specific issues away from the public forum since we users usually cannot help much.

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  • We're iterating how we present our support options. The new navigation is just one step towards that. Realtime support is our first priority and community forums are just that - we do staff it, but when we're exceptionally busy, our focus on is on phones and chat, then email and web-based tickets and then forums, twitter, Facebook, etc - in that order. 

    Not to quibble, but just because you might find it interesting, we don't have a specific social media team. Our support model is truly "omni-channel" and we train our staff to work where are customers are, to the extent that we can given the limitations of tools, staffing, etc.

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  • Ah. when I have presented a potential forum user issue to support, they have said they forwarded it to your social media team.

    Thanks for the clarification

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  • Yeah, its more internal slang than anything "real". Typically that means "whomever is working on forums, Facebook and twitter" today - which could be literally anyone in the shop ;-)

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  • Im a contractual employee here in the US. I would usually be using Ting during my tour of duty for a max of 6 months in a year. My question is, with regards to the $6 charge per unit. Will It be charge to my account even when im out of the country and not using Ting? Once im back and plan to use Ting, what do i have to do to activate it again? Thanks

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  • Hey Carmelo,

    If you leave your phone active while you're out of the country, you would still be charged the $6 line fee every month. If the phone number is not important to you, your best bet would be to deactivate service and reactivate once you're back. Just note that if you're on Ting GSM, you would require a new SIM card each time you re-activate as our GSM SIM cards are good for one activation only.

    Hope that helps!

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  • I not sure if I placed a order but I thought  you had payment  plans

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  • Thanks for reaching out to us Johnny. I have replied to your email help request that you sent us with more information.

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