Vegeta.2563 Posted October 5, 2017 Share Posted October 5, 2017 A friend of mine has been waiting almost a week now, just to get SMS Authentication removed from his account due to him losing his phone and having to get a new one. He can't post on the forums himself since he can't login. Just was curious what sort of time frame he's looking foward to in order to get this resolved. Link to comment Share on other sites More sharing options...
Tiborb.1453 Posted October 5, 2017 Share Posted October 5, 2017 Just like i said in the title. Can we have [a post like this](https://forum-en.guildwars2.com/forum/support/support/Current-State-of-Support-August-28-2017 "a post like this")? Many of us are waiting a lot, even for weeks. Link to comment Share on other sites More sharing options...
AegisRunestone.8672 Posted October 5, 2017 Share Posted October 5, 2017 > @Tiborb.1453 said: > Just like i said in the title. > Can we have [a post like this](https://forum-en.guildwars2.com/forum/support/support/Current-State-of-Support-August-28-2017 "a post like this")? > Many of us are waiting a lot, even for weeks. I would love to see something like this. It would give us a good idea of how long we could be waiting; a better idea, I might add. Link to comment Share on other sites More sharing options...
FLEUR.7458 Posted October 5, 2017 Share Posted October 5, 2017 Ehh I mean that was just one month ago, before PoF was released. Can't we just assume they are even more backed up and still aren't just forgetting our tickets? Link to comment Share on other sites More sharing options...
dzeka.5317 Posted October 5, 2017 Share Posted October 5, 2017 my friend is waiting now 15 days no answer, acc was hacked ,and he cant do anything ,just sit and wait when some1 else looting his acc deleting his characters or use some hax , bots etc . Link to comment Share on other sites More sharing options...
Vunter.6245 Posted October 5, 2017 Share Posted October 5, 2017 Can someone explain to me why it takes ArenaNet weeks to respond to tickets; the excuse that they just launched an expansion doesn't count because they have always taken over 7 days to respond to tickets. I have multiple friends report the same time frames of 1 week to upwards of a month to get an initial response. I mean seriously this customer service has to be on the top 5 slowest in video game history. Link to comment Share on other sites More sharing options...
AegisRunestone.8672 Posted October 5, 2017 Share Posted October 5, 2017 > @dzeka.5317 said: > my friend is waiting now 15 days no answer, acc was hacked ,and he cant do anything ,just sit and wait when some1 else looting his acc deleting his characters or use some hax , bots etc . These types of problems should be top priority and fixed within hours at the most. I'm sorry to hear that. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 5, 2017 Share Posted October 5, 2017 It is not true that they have always taken over 7 days to respond to tickets. The usual (when not overloaded) response time is within 72 hours. I'm guessing a lot more players joined or returned to the Guild Wars universe than was expected, just like at Core launch. I also imagine the CS Team is as frustrated with the backlog as the players. Link to comment Share on other sites More sharing options...
Vunter.6245 Posted October 5, 2017 Share Posted October 5, 2017 > @"Inculpatus cedo.9234" said: > It is not true that they have always taken over 7 days to respond to tickets. The usual (when not overloaded) response time is within 72 hours. I'm guessing a lot more players joined or returned to the Guild Wars universe than was expected, just like at Core launch. > > I also imagine the CS Team is as frustrated with the backlog as the players. Wow your lucky then because a bunch of my tickets has always taken that long or longer. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 5, 2017 Share Posted October 5, 2017 I'm not lucky; I just have read the Account Support forum for the last 5 years. There even used to be a Sticky. Link to comment Share on other sites More sharing options...
Vunter.6245 Posted October 5, 2017 Share Posted October 5, 2017 > @"Inculpatus cedo.9234" said: > I'm not lucky; I just have read the Account Support forum for the last 5 years. There even used to be a Sticky. What does reading the forums have to do with response time: are you inferring that being an active forum user translates to quicker responses from them? Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 5, 2017 Share Posted October 5, 2017 No. It's being familiar with posts, from players and Devs, about response times. It is unusual, over the 5+ years, for tickets to take so long to be resolved. Link to comment Share on other sites More sharing options...
JustTrogdor.7892 Posted October 5, 2017 Share Posted October 5, 2017 That and why are the beta characters not deleted which is a problem for some people. It would be extremely helpful if Anet commented again on the support issue and also commented on the beta character issue. I find it odd that there has been recent radio silence from Anet on this issue. None of this affects me but I feel Anet needs to step up and address this issue after seeing posts after posts after posts wondering what is going on with support tickets and the beta characters issue as well. This is a multiple daily complaint that I feel Anet needs to address publicly. IMO not addressing the issue with a recent update just causes more frustration from paying customers, the frustration I have seen here daily. Link to comment Share on other sites More sharing options...
Vunter.6245 Posted October 5, 2017 Share Posted October 5, 2017 > @"Inculpatus cedo.9234" said: > No. It's being familiar with posts, from players and Devs, about response times. It is unusual, over the 5+ years, for tickets to take so long to be resolved. My latest tickets are not really a priority so I just told them to close it, which they did in less than a day; how ironic lol. Anyways my friend actually has a legitimate login and client issue and the first ticket she created they just deleted after a few days before even responding. Then she created another ticket and its been over a week. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 5, 2017 Share Posted October 5, 2017 Yes, well, as noted before, due to high volume, ticket _resolutions_ are taking more time than usual. Link to comment Share on other sites More sharing options...
Phobetor.8016 Posted October 6, 2017 Share Posted October 6, 2017 No, it isn't an excuse. Never heard of a support system that takes more than 3 days. If they are busy, just a message that they will get back me with timeline or something - that would make a big difference instead of getting NO response from them. This is embarrassing. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 6, 2017 Share Posted October 6, 2017 Due to high volume, ticket resolutions are taking anywhere from 1-3 days to 2 weeks+. Good luck. Link to comment Share on other sites More sharing options...
Inoki.6048 Posted October 6, 2017 Share Posted October 6, 2017 > @Tiborb.1453 said: > Many of us are waiting a lot, even for weeks. ...months... Link to comment Share on other sites More sharing options...
Inoki.6048 Posted October 6, 2017 Share Posted October 6, 2017 > @Phobetor.8016 said: > No, it isn't an excuse. Never heard of a support system that takes more than 3 days. If they are busy, just a message that they will get back me with timeline or something - that would make a big difference instead of getting NO response from them. This is embarrassing. it is almost as if they: * released the expansion * grabbed the money * now they're gone :D Jokes aside, this really isn't funny at all. Let's do some basic math: from what I read on the internet they must have perhaps (a) million(s) of users, not just thousands and even if those were just thousands, it would be tens of thousands at least. Many of those users I'm sure purchased the highest package for about 100 bucks. How much money is that? That's right, a lot, added to that many ppl spent ungodly sums of money on the gem store + they are owned by a large company, thus covering game development and hiring a dedicated customer support team shouldn't be a problem. Link to comment Share on other sites More sharing options...
ValeN.3129 Posted October 6, 2017 Share Posted October 6, 2017 While we can come up with plenty of reasons for it to be slow. It stands as a fact, more than 72 hours is not acceptable. Link to comment Share on other sites More sharing options...
Inoki.6048 Posted October 6, 2017 Share Posted October 6, 2017 > @ValeN.3129 said: > While we can come up with plenty of reasons for it to be slow. It stands as a fact, more than 72 hours is not acceptable. I'm waiting for over a month and a half for my issue to be resolved. how about that :D Link to comment Share on other sites More sharing options...
ValeN.3129 Posted October 6, 2017 Share Posted October 6, 2017 > @Inoki.6048 said: > > @ValeN.3129 said: > > While we can come up with plenty of reasons for it to be slow. It stands as a fact, more than 72 hours is not acceptable. > > I'm waiting for over a month and a half for my issue to be resolved. how about that :D They could come back with the forum thread for tickets over 7 days. As things stand, some are put on limbo. This is not a cheap product by any means, one should expect better of a company as big as ANet. Link to comment Share on other sites More sharing options...
Inoki.6048 Posted October 6, 2017 Share Posted October 6, 2017 > @ValeN.3129 said: > > @Inoki.6048 said: > > > @ValeN.3129 said: > > > While we can come up with plenty of reasons for it to be slow. It stands as a fact, more than 72 hours is not acceptable. > > > > I'm waiting for over a month and a half for my issue to be resolved. how about that :D > > They could come back with the forum thread for tickets over 7 days. As things stand, some are put on limbo. This is not a cheap product by any means, one should expect better of a company as big as ANet. that is right of course, yet we've been continuously ignored in and out of the game for the past.......... well always :D game balance is non-existent, they hardly listen to player feedback, and on top of that they leave paying customers hanging because who cares about free transfers right :D if you don't pay we don't give a damn about you. yours truly... Link to comment Share on other sites More sharing options...
dzeka.5317 Posted October 6, 2017 Share Posted October 6, 2017 no monthly fee no real support.ppl wants free to play game ? they got it but with milion bugs and no support :D Link to comment Share on other sites More sharing options...
ValeN.3129 Posted October 6, 2017 Share Posted October 6, 2017 > @dzeka.5317 said: > no monthly fee no real support.ppl wants free to play game ? they got it but with milion bugs and no support :D When you buy your windows license, do you expect no support whatsoever? Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now