[Merged] Customer Support Ticket Response Times

[Alatar.7364]

I am quite sure they must be still chewing their way through the influx of Tickets from the time of "Ban-wave", which was quite a lot. Myself I have friends that are still by now desperately trying to find out why did their accounts get banned and all gold deleted even though they never used any 3rd programs except DPS meters.

So, yeah it might take a while.

 

EDIT: About the Live Chat and Phone; that's usually, if not always, a thing of big studios. Anet is very small one.

[sokeenoppa.5384]

I sent ticket 2 weeks ago and got my response today.

[Eloc Freidon.5692]

19 days ago and got mine. And of course they are unable to do anything because the week they could have seen reward progress has since reset 3 times over.

[Vasoka.3460]

Sort of disappointing with such long response times. Ah well, thank you regardless.

[Randulf.7614]

> @"Vasoka.3460" said:

> Sort of disappointing with such long response times. Ah well, thank you regardless.

 

Its not normal, they are inundated right now. The problem is exasperated by those waiting a while put a new ticket in, reset their queue time and wait even longer. Until they clear a whopping backlog of tickets 1-2 weeks is the minimum. Is it acceptable? No, it is extremely poor service, but there isnt really much to do about it either

[Vasoka.3460]

> @"Randulf.7614" said:

> > @"Vasoka.3460" said:

> > Sort of disappointing with such long response times. Ah well, thank you regardless.

>

> Its not normal, they are inundated right now. The problem is exasperated by those waiting a while put a new ticket in, reset their queue time and wait even longer. Until they clear a whopping backlog of tickets 1-2 weeks is the minimum. Is it acceptable? No, it is extremely poor service, but there isnt really much to do about it either

 

Is there any way I can contact them other than a written ticket in order to expedite this?

[Randulf.7614]

> @"Vasoka.3460" said:

> > @"Randulf.7614" said:

> > > @"Vasoka.3460" said:

> > > Sort of disappointing with such long response times. Ah well, thank you regardless.

> >

> > Its not normal, they are inundated right now. The problem is exasperated by those waiting a while put a new ticket in, reset their queue time and wait even longer. Until they clear a whopping backlog of tickets 1-2 weeks is the minimum. Is it acceptable? No, it is extremely poor service, but there isnt really much to do about it either

>

> Is there any way I can contact them other than a written ticket in order to expedite this?

 

No. If you could, everyone would do it. They operate support issues in order they are received

[Inculpatus cedo.9234]

Did you receive the near-immediate automated response? Did you secure the email associated with that account?

Often, when an account is compromised, the associated email account is also compromised, and Support emails are intercepted.

 

Good luck.

[Maulclaw.4365]

One of my tickets related to a character problem hasn't seen a reply in a few weeks now. Besides long waiting, you'll most likely get automated responses.

[Nero.7602]

there is a big official topic like 6 post below this one about this exact same thing, i dont think a new one was needed, its probably going to get merged to that one.

that being said 11 days waiting here so good luck getting support soon xD

[Nero.7602]

> @"a midnight swim.4803" said:

> > @"Nero.7602" said:

> > > @"kalebmartens.8403" said:

> > > Good afternoon. I would like to know the status of one ticket I submitted 5 days ago. I can put in the ticket ID here. I hope a Anet customer support rep will see this and look into it. Thank you.

> >

> > pfff 5 days, come back in 10 more days, they are taking really long to respond to tickets, mine is already 10 days old and not a single responce from support, some ppl have been waiting for 15 days already, its sad to see CS taking so long to respond to tickets, they need to do something about this.

>

> If you'd read the post made by Gaile you'd know they are doing all that they can- but you can't just add 100's more CS staff and expect all the tickets to go away within a day or so. You just need to wait it out until they get to your ticket. That's exactly what I'm doing.

 

thats not entirely true, i have work with CS, and there are a lot of ways to shorten responces times, the "i cant do anything" aproach is not real, there are things support can do, and not asking them to do it is part of the problem, waiting times for tickets are not within aceptable responce times imo.

i had a similar problem once, we hired more ppl with a script, so they filtered the tickets for support, worked like a charm, they solved the really easy ones, while trained staff could focus on harder, less obvious cases.

[Gaile Gray.6029]

I see some continuing confusion about a few things, so I'd like to expand on my comments in the [update post](https://en-forum.guildwars2.com/discussion/42967/customer-support-update-6-8-2018 "update post"):

* Tickets are indeed handled in the order received, but we always have an agent scoping out the new, incoming tickets to watch for emerging trends or issues that require immediate resolution. For instance, if someone reports a crashing issue, but that ticket waits in the normal queue, several *other* people might also experience the same issue. On the other hand, if by noting an early ticket on the matter we can work with the first or the first few people reporting the issue to enable us to replicate the problem, we then can nail it down and resolve it, which will prevent others from running into that bug.

* As I posted previously, this thread is not a means of obtaining an update about your ticket. I totally understand your desire for an update, but that is not something that we can offer through this medium, with my regrets.

* When you write that you have not received a single response from CS, you should be clear: Did you never get any response of any kind? If that's the case, then the ticket may not have gone through and you should follow the steps I outlined in the update post to make sure your ticket was received by our CS Team. Did you not hear anything *after the initial confirmation that we received your ticket?* If the latter is the case -- if you got a confirmation that your ticket was received -- then please don't say "I haven't heard a word" or "I never got a single reply." While the automated notification that we received your ticket is just that -- an automated notification -- it is an essential part of the process, and it would help enormously if people post accurately. (This will prevent us from wasting agent time looking into whether the response system is broken.)

* Service team training does take time, and we're going through that process as quickly as possible.

 

Thank you.

[kalebmartens.8403]

> @"Gaile Gray.6029" said:

> * When you write that you have not received a single response from CS, you should be clear: Did you never get any response of any kind? If that's the case, then the ticket may not have gone through and you should follow the steps I outlined in the update post to make sure your ticket was received by our CS Team.

 

Hello, I do not believe my ticket was received by the CS team. I am having trouble finding this "Update Post" you mentioned. If you could point me in the right direction so I can follow the proper steps in making sure my ticket goes through that would be great. Thanks again!

 

[Inculpatus cedo.9234]

> @"kalebmartens.8403" said:

> > @"Gaile Gray.6029" said:

> > * When you write that you have not received a single response from CS, you should be clear: Did you never get any response of any kind? If that's the case, then the ticket may not have gone through and you should follow the steps I outlined in the update post to make sure your ticket was received by our CS Team.

>

> Hello, I do not believe my ticket was received by the CS team. I am having trouble finding this "Update Post" you mentioned. If you could point me in the right direction so I can follow the proper steps in making sure my ticket goes through that would be great. Thanks again!

>

 

Probably this post/thread: https://en-forum.guildwars2.com/discussion/42967/customer-support-update-6-8-2018

 

Good luck.

[Gaile Gray.6029]

> @"kalebmartens.8403" said:

> > @"Gaile Gray.6029" said:

> > * When you write that you have not received a single response from CS, you should be clear: Did you never get any response of any kind? If that's the case, then the ticket may not have gone through and you should follow the steps I outlined in the update post to make sure your ticket was received by our CS Team.

>

> Hello, I do not believe my ticket was received by the CS team. I am having trouble finding this "Update Post" you mentioned. If you could point me in the right direction so I can follow the proper steps in making sure my ticket goes through that would be great. Thanks again!

>

It is live-linked in my comments. Linked again [here](https://en-forum.guildwars2.com/discussion/42967/customer-support-update-6-8-2018 "here") but in case you're not seeing the links, or are not able to interact with them, here's the full link: https://en-forum.guildwars2.com/discussion/42967/customer-support-update-6-8-2018

 

 

[Nvy.5041]

I woke this AM to the long time login issue I faced to be rectified & resolved. I wanna thank GM Ultra Viper for handling this for me and if I seemed pushy or impatient my deepest apologies, this game is my yoga, place of relaxation, down time from work and the hassles of life, so when its gone, stress is reborn, LOL. Thank you guys for what you do and the masses you take on everyday. Kind regards, Tim aka Nvy

[Feirlista Xv.1425]

Don’t keep sending tickets that will put you in the back of the line and delete any previous teckets, this will make your wait even longer!

[Drakhoney.1462]

Heya, I've tried to contact Arenanet Support almost 10 days ago, haven't even received a "We're looking into it" or anything like that. I don't know your work policies but it seems like someone working for Arenanet doesnt give the slightest dam about their job, Ticket ID 6935574 hopefully I'll receive an answer before i die :P

[Chilli.2976]

From their previous post regarding tickets, expect a reply within 7 - 14 working days as a minimum.

[Randulf.7614]

Did you receive the automated email when your ticket submitted? If you did, then yeah wait times are very long right now due to training and a huge influx of tickets. If not, check your spam folders.

[edj.9620]

Put a ticket in back in May, still haven't received anything and even did a 'bump' post on it last friday. These wait times are a bit ridiculous

[Drakhoney.1462]

its for an email change so sending an info to the old email would be kinda stupid

[Drakhoney.1462]

but thx for the answers

[Gaile Gray.6029]

> @"edj.9620" said:

> Put a ticket in back in May, still haven't received anything and even did a 'bump' post on it last friday. These wait times are a bit ridiculous

 

According to your ticket, you essentially are requesting a "favor," a service that is outside our normal set of activities.

 

I'm sure you'll agree that your issue is not urgent when weighed against someone who is unable to access their account or a player who is experiencing technical issues. Rest assured that the team will get back to you as soon as possible and thank you again for your patience.

[Gaile Gray.6029]

For the many of you opening threads on the subject of Customer Support and response times -- some with the exact title of this merged thread -- please read [the update that I posted yesterday ](https://en-forum.guildwars2.com/discussion/42967/customer-support-update-6-8-2018 "the update that I posted yesterday ")about our response times, and know we're doing our best to reduce the turn-around time and handle all issues and requests as swiftly as possible.

 

If you have questions, post in *this very thread here*, please, and do not create another thread on the same subject.

 

Thanks for your patience and understanding.