New player, what to expect from Customer Support.

[Minami.3162]

Dear Arena Net and fellow players!

 

I'm let's say new to the game, 4 weeks and a few days in. I really like the game so far and I have tried a few classes to see what would suit me. I laso bought the harvesting tools off from Gemstore a while ago. Unfortunately, due to my own stupidity, I deleted a character which had them on it and didn't check first. I submitted 2 tickets to ArenaNet and I didn't get an answer since opening the ticket. I don't know if this is common or not, but I wouldn't like to buy them again for that amount of gems. If someone could tell me how long is the usual wait time, I would be grateful. Thank you. Original ticket : 6 days ago, Last activity: 5 days ago (without answering). 2nd ticket: 3 days ago Last activity: 2 days ago(again, no answer)

[Inculpatus cedo.9234]

First of all, close the duplicate ticket (by responding to the automated reply, stating, "I no longer need help.") Submitting duplicate tickets causes your ticket(s) to go to the back of the queue.

Due to high volume, ticket responses are slower than usual, up to 1-3+ weeks.

 

Good luck.

[Illconceived Was Na.9781]

Besides what @"Inculpatus cedo.9234" said: ignore the "last activity." It's relatively meaningless. For example, if staffer A places it in staffer B's queue by mistake and A sends it back, you'd see activity, without anything resembling progress. The opposite is even possible: there's no activity while a lot of progress has been made (e.g. if your issue is one of several similar ones that popped up the same day, probably one player would see a ton of activity while the rest wouldn't see anything until it's ready for resolution).

[Minami.3162]

Well, I would gladly close the duplicate ticket, but I didn't get an automated reply for either the normal one or the duplicate.

[Loki.7860]

> @"Inculpatus cedo.9234" said:

> Due to high volume, ticket responses are slower than usual, up to 1-3+ weeks.

 

I have been waiting more than 6 weeks for customer support to help me with an issue, all I got was an automated response that they see the ticket. If you want help from customer support, just hope that it isn't important.

 

 

[Inculpatus cedo.9234]

Well, that would be 3+ weeks, as stated. As you have a very uncommon issue, it may take more time than usual.

 

Good luck.

[Inculpatus cedo.9234]

> @"Minami.3162" said:

> Well, I would gladly close the duplicate ticket, but I didn't get an automated reply for either the normal one or the duplicate.

 

Then, something went wrong. Either your ticket submissions via the web-form aren't reaching the CS Team, or their responses aren't reaching you.