Tumatan.4286 Posted July 13, 2018 Share Posted July 13, 2018 I have had no response on this ticket submitted 20 days ago, could someone please respond. Link to comment Share on other sites More sharing options...
AlliedKhajiit.2794 Posted July 13, 2018 Share Posted July 13, 2018 yeah wtf is with support response times, I sent in a ticket 2 weeks ago that hasn't had a response either Link to comment Share on other sites More sharing options...
Illconceived Was Na.9781 Posted July 13, 2018 Share Posted July 13, 2018 Support is backed up. Depending on the type of issue, it could be as long as four weeks. (My issue took 23 days for a GM to get back to me. After that, it was resolved quickly.) I agree it's maddeningly frustrating that the delays are this long (and haven't seemed to get better in the last month). But they do eventually get to every ticket. Be patient (and **do not** start a new ticket; that could put you at the end in the queue, based on the date of the second ticket). Link to comment Share on other sites More sharing options...
Zedek.8932 Posted July 13, 2018 Share Posted July 13, 2018 Not necessarily. Check back after 3 months, because that's when they/Zendesk auto-close your tickets as it happens to my cases. So be prepared for 3 months + X. Excelsior. Link to comment Share on other sites More sharing options...
Illconceived Was Na.9781 Posted July 13, 2018 Share Posted July 13, 2018 > @"Zedek.8932" said: > Not necessarily. Check back after 3 months, because that's when they/Zendesk auto-close your tickets as it happens to my cases. > > So be prepared for 3 months + X. > > Excelsior. You need to follow up with a support supervisor then. Not only is not the norm, but it's so unusual that it never happens to the vast majority of people. I'm really sorry that you've had to wait and deal with delays, but please don't spread misinformation: the system only closes tickets if there's no response. So maybe their emails aren't getting to you or maybe your responses aren't getting to them or any of half a dozen issues that affect you. For the OP, they should be prepared for a four week wait, although it will almost certainly be shorter than that. Once they get that first human response, they need to respond within 3 days, which is plenty of time for most cases. Link to comment Share on other sites More sharing options...
Tumatan.4286 Posted July 14, 2018 Author Share Posted July 14, 2018 Thanks for the Info. I will try and remain paitient. Link to comment Share on other sites More sharing options...
Carnak.6271 Posted July 15, 2018 Share Posted July 15, 2018 I'm still waiting, only 5-6 days so far... I can't even play or log in to my account... Link to comment Share on other sites More sharing options...
sorudo.9054 Posted July 16, 2018 Share Posted July 16, 2018 if suport is so full with tickets then it's time for Anet to wonder why :wink: Link to comment Share on other sites More sharing options...
Bloodstealer.5978 Posted July 16, 2018 Share Posted July 16, 2018 I've got several tickets open at present - 6981565 - submitted 30/6/18.. no response other than automated 6999736 - submitted 12/7/18... no response other than automated .. this one is much more important than the other so hoping its not going to be anywhere like as bad as the other, but tbh I am not holding my breath. Link to comment Share on other sites More sharing options...
nxsage.6578 Posted July 16, 2018 Share Posted July 16, 2018 A week since I submitted a 'missing item' ticket, still no response.. Link to comment Share on other sites More sharing options...
Thanatiel.8160 Posted July 17, 2018 Share Posted July 17, 2018 Waiting for 22 days to access my GW1 account and counting (probably a problem remembering a char name, every helpful suggestions from other players tried and failed), expecting to wait for 2 more weeks. What I don't get that I see : "last activity: 5 hours ago". Link to comment Share on other sites More sharing options...
Illconceived Was Na.9781 Posted July 17, 2018 Share Posted July 17, 2018 > @"sorudo.9054" said: > if suport is so full with tickets then it's time for Anet to wonder why :wink: It's long past time. They must already be worried; the must already be doing something substantive (both to address the current crisis and the systemic issue of how to prevent this from happening ever again). If not, management has to know this has the potential to hurt the bottom line. Link to comment Share on other sites More sharing options...
Illconceived Was Na.9781 Posted July 17, 2018 Share Posted July 17, 2018 > @"Thanatiel.8160" said: > What I don't get that I see : "last activity: 5 hours ago". I strongly recommend ignoring any "last activity" messages. That could be meaningful (someone has started on your ticket) or it could be a red herring (someone opened up your ticket to work on it, then something more urgent took them away, so there's no change). The only important status update is when you get an email response. During the first week after my most recent ticket, I checked email every day (it's a game account, one I don't use unless contacting ANet). During the second week, I'd check twice a day. During the third, I started checking three times daily, just to make sure I could respond quickly once ANet finally responded. (As it turned out, I missed the window by 8 hours; response came right after I checked. But, of course, that didn't delay the resolution much.) (Took some back & forth; issue was resolved 90% satisfactorily, within 3 days. About as quickly as I could hope, after the 23 day wait.) Link to comment Share on other sites More sharing options...
Carnak.6271 Posted July 17, 2018 Share Posted July 17, 2018 That sounds horrible... almost a month for a ticket to be solved.... I can't even play, I don't even think there's any prioritizing done. Link to comment Share on other sites More sharing options...
Bloodstealer.5978 Posted July 19, 2018 Share Posted July 19, 2018 > @"Thanatiel.8160" said: > Waiting for 22 days to access my GW1 account and counting (probably a problem remembering a char name, every helpful suggestions from other players tried and failed), expecting to wait for 2 more weeks. > What I don't get that I see : "last activity: 5 hours ago". > I seriously hope my second ticket doesn't get anywhere close to yours.. cos that's the very same issue I am asking Support to look into.. a GW1 character name is likely the cause for me not gaining access back to my old GW1 account, but if I have to wait that long, I'll just go back to SWTOR or DDO instead until CS decides to get it's act together :( Link to comment Share on other sites More sharing options...
nxsage.6578 Posted July 22, 2018 Share Posted July 22, 2018 ANET! Responddd to myy ticket! :[ 3 halp mee pless Ticket #6995658 - Submitted on July 10, 2018 Link to comment Share on other sites More sharing options...
Edgy McEdgelord.4790 Posted July 22, 2018 Share Posted July 22, 2018 > @"nxsage.6578" said: > A week since I submitted a 'missing item' ticket, still no response.. Don't worry, I've waited a full moth on the same issue. Link to comment Share on other sites More sharing options...
nxsage.6578 Posted August 2, 2018 Share Posted August 2, 2018 I got my issue resolved on July 31st. "We've been swamped with tickets lately due to an influx of new and returning players." I hope you guys get a reply soon too! 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