A few years ago Big Fish would answer support requests in a day or two (not counting weekends or holidays).

More recently it was a 3-day wait (again not counting weekends or holidays).

How long is the average wait time now? (in August 2017)
Is it still 3 days (not counting weekends or holidays) or is it longer now?

Well, my experience the last two times I contacted Big Fish were as follows: the first time took two hours and
the second time took 40 minutes.

Hard to believe, but nevertheless true.

I had a technical support question for Big Fish earlier this year
and it took about 4 hours to receive a most comprehensive reply.

mine big fish hasn't answer it, and it is the third day.

Hi, Jenny!

I contacted them in April regarding a problem, and they responded the next day.

Susan

The last time I contacted Customer Support about a problem was on a Sunday. I was surprised to receive an answer the same day. I was asked to send a Dr. Felix and after reviewing BFG sent me coupon codes the next day to replace the games that weren't working.

Aside from the computer-generated "bounceback" Message that my question has been received, it usually only takes until the next day to get some kind of response from BF Support, asking for more info, etc. I include in my initial Request for Support a list of the stats on my hardware and software (I keep these updated and ready at all times) so they will know what they are dealing with in my case.

Getting resolution to the problem may take longer, depending on the problem. Once or twice, it has taken more than 24 hours to get a resolution, in a pesky case. They have always dealt quickly, fairly and respectfully with each issue I have had, which is why I keep playing their games.

Update: A CE game I'm playing decided to stop working properly. Basically, there is a repeat mini-game in each chapter and it began to self-destruct. Also, one of the HO scenes was unworkable because you needed to use a piece of Inventory on it, yet the HO scene info hid my Inventory. Oops. Nothing you can do about that, and could not go on without the item that the completed HO would have given me, so I sent in a Customer Support question about how to fix these things.

Literally in one minute, I had a Reply and an offer of a Coupon for a new CE game. That was a record. Just saying, maybe providing a FULL description of your game problem is the answer to getting a fast reply?

Were they able to tell you how to fix the game Reenie or did they just offer a coupon? I, personally, am not a tweeker but when I buy a game I hope for that game to work. While the free game coupon code is nice, it sometimes irks me.

I was really into it, a fine game, and so it was a bit disappointing. But yes, I did get a Coupon for another game. Even before I ran into the puzzles that no longer worked, sometimes when I clicked on a hot spot, I got some weird text, like "00_speech-0138" or equally curious artifact. My guess is, they offer SO many games that there is not enough debugging or whatever for every single one. It happens. At least they back up their site with prompt Support and a refund.

Agreed.