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Topic: No reply by PBS to FEEDBACK question

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Subject: No reply by PBS to FEEDBACK question
Date Posted: 4/24/2013 8:09 PM ET
Member Since: 9/18/2008
Posts: 389
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In the past if I had a question that was not in the help documents and had to contact PBS through their feedback option, I always got a reply within 2 days.  I've had to do this maybe 5 times since I joined in 2008.

Two weeks ago, I send a feedback question to PBS and after SEVEN days still had no reply other than their auto response email that I would get a reply with in 24-48 hours. 

So on Monday, I resent my question through feedback and again, got the auto response email that I would get a personal response with in 24-48 hours.  As of today, it has been more than 72 hours since I sent the feedback question and still no reply.  I would not be sending a question if I didn't need an answer or if it had been answered in the help documents.  I'm assuming they got both feedback inquires since I got the auto response letting me know they got my feedback.

I'm not trying to be a pest, but I really do need a response on the issue I'm having and it is not something this forum can answer....That's why I tried to contact them through the feedback option.  So why is no one getting back to me????

Sianeka - ,
Date Posted: 4/24/2013 9:43 PM ET
Member Since: 2/8/2007
Posts: 6,630
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Did you note in your second submission to them that it was a second submission and that you never received a response to your first inquiry?  If I do not have a needed response, I send in a second Feedback  with "2nd Request" in the subject line.  The team will usually then recognize that a response is requested and it helps move my message up in priority.

Date Posted: 4/24/2013 11:18 PM ET
Member Since: 9/18/2008
Posts: 389
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Yes, I did put in my second inquiry that it was the second time I was contacting them about this and that I had not gotten a response to my first inquiry.

Date Posted: 4/24/2013 11:38 PM ET
Member Since: 8/16/2007
Posts: 15,210
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Did you check your Club Communications to confirm that you have not gotten an answer and for some reason your email spam filters just ate it? The responses to Feedback come via email and sometimes those can get eaten by the email provider. You can find your Club Communications on your main My Account page in the yellow submenu. It will contain all your PBS communication.

And yes, Feedback on things that are not time-sensitive have been slower for me.  

ETA: They just did a new server install earlier in the month and might be what is keeping them so busy.

Last Edited on: 4/24/13 11:43 PM ET - Total times edited: 1