Encadi.1672 Posted September 7, 2019 Share Posted September 7, 2019 Feels really underwhelming when a company cant answer a support ticket under 24 hours, let alone 5+ days? Whats wrong anet? Link to comment Share on other sites More sharing options...
starhunter.6015 Posted September 7, 2019 Share Posted September 7, 2019 > @"Encadi.1672" said: > Feels really underwhelming when a company cant answer a support ticket under 24 hours, let alone 5+ days? Whats wrong anet? Well here in the US we recently had a holiday weekend, and people like to spend time with their own life and such. Gotta let them catch up after the free HoT with PoF deal. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted September 7, 2019 Share Posted September 7, 2019 The CS Team allows 72 hours during non-high volume times. Right now, though, it _is_ a high volume time. Thus, 5 days is normal. Link to comment Share on other sites More sharing options...
Just a flesh wound.3589 Posted September 7, 2019 Share Posted September 7, 2019 I have an unanswered ticket that’s 150 days old. Another person I know of has a ticket that’s unanswered at 7 weeks. Apparently Support is busy. Link to comment Share on other sites More sharing options...
Dayra.7405 Posted September 7, 2019 Share Posted September 7, 2019 Currently ANet generated extra work for them: correct the empty HoT-hero letters ... https://en-forum.guildwars2.com/discussion/86058/about-the-guild-wars-2-heart-of-thorns-veteran-s-package#latest So there are likely a bit slower than usual. Link to comment Share on other sites More sharing options...
Game of Bones.8975 Posted September 7, 2019 Share Posted September 7, 2019 I don't mean to sound crass, but if it was worth the time to submit a ticket it's worth the time to wait for a resolution. We live in an instant gratification society; if we don't get what we want on our time-table we are upset. I also submitted a correction for accidentally buying something on sale for for 2100 Gems. I misread the description, totally my fault. Even if they come back and say "Too bad, so sad," I'll use what I bought and learn from my mistake (I hope). Link to comment Share on other sites More sharing options...
misterman.1530 Posted September 7, 2019 Share Posted September 7, 2019 > @"Game of Bones.8975" said: > I don't mean to sound crass, but if it was worth the time to submit a ticket it's worth the time to wait for a resolution. > We live in an instant gratification society; if we don't get what we want on our time-table we are upset. > I also submitted a correction for accidentally buying something on sale for for 2100 Gems. I misread the description, totally my fault. Even if they come back and say "Too bad, so sad," I'll use what I bought and learn from my mistake (I hope). Well, one of my tickets involves a 1000 gems. So, it is, in fact, real world money. I haven't heard anything in more 5 days. This is concerning. It is a 30 sec fix - take the item and give me the 1000 gems back. Simple. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted September 7, 2019 Share Posted September 7, 2019 I'm wondering....should this ticket or that ticket jump the queue? Should a minor issue be given more precedence than a major issue? Which players get to decide what's most important and should be given priority? Link to comment Share on other sites More sharing options...
Eloc Freidon.5692 Posted September 7, 2019 Share Posted September 7, 2019 If a ticket takes more than a couple weeks then its probably good to update the ticket with a message. Sometimes tickets fall deep into the queue for whatever reason. This influx of delays happens whenever they make a large enough announcement about the game or make a convention appearance. However, I think money related tickets involving Gem purchases or using Gems should take priority since it is what is making them money. I can understand if a ticket about an item missing or another incident in game would not be priority. However, be very suspicious if your ticket shows activity but wasn't responded to. That means support saw it and doesn't want to do anything about it, hoping it expires and pushes the responsibility to someone else on staff when you make a follow up ticket. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted September 8, 2019 Share Posted September 8, 2019 > @"Eloc Freidon.5692" said: > If a ticket takes more than a couple weeks then its probably good to update the ticket with a message. Sometimes tickets fall deep into the queue for whatever reason. This influx of delays happens whenever they make a large enough announcement about the game or make a convention appearance. > > However, I think money related tickets involving Gem purchases or using Gems should take priority since it is what is making them money. I can understand if a ticket about an item missing or another incident in game would not be priority. However, be very suspicious if your ticket shows activity but wasn't responded to. That means support saw it and doesn't want to do anything about it, hoping it expires and pushes the responsibility to someone else on staff when you make a follow up ticket. A ticket showing activity does _not_ mean that; it means it has been sent to the proper team, or needs a more specialized Team Member's attention. Link to comment Share on other sites More sharing options...
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