How long does it take to get an answer on a ticket ?

[Sekai.2987]

So just out of curiosity i would like to know how long it took anet to answer to the tickets you guys put up ?

 

Did you have to wait longer then a day ? or did you get an answer within hours ?

[Elothar.4382]

I am not an authority on this so take this with a grain of salt. My experience has been that I get a response very quickly (within six to twelve hours) and resolution within a day or so. The resolution isn't always the one I want, but it does bring closure.

[Inculpatus cedo.9234]

The CS Team allows 72 hours to respond to tickets (after the near-immediate automated email reply), and longer in times of high volume.

I've had tickets responded to within in minutes; and tickets responded to within a day.

[Krigjeger.4396]

I've been working with CS on a Digital River problem since Thursday. Initial response was around 8hrs, but it was fairly generic and mostly of little use. Continued conversations/responses take up to 24 more hours to get going, and thus far nothing has come from it aside from me getting more annoyed with Digital River and Anet not working to solve the problem very fast.

[Inculpatus cedo.9234]

Depending on the issue, some resolutions can take up to weeks.

[mercury ranique.2170]

My experiences is that it depends on the issue. Some issues have been resolved within a matter of hours or even minutes. Others have ended without a sattisfying conclusion and to agree to dissagree.

 

Even the initial response time depends on the subject at hand. Some things are directly escalated to a specific specialist.