Guild Wars 2

This is really frustrating when we have to sit here and do emails and tickets with no idea if anyone is looking at them…. Or no idea how far we are down the list. If you guys had a support number I have a feeling we’d get this stuff done a lot faster. I know many people can be jerks while calling…. but that is no excuse. This kinda stuff is really alienating. I am sure your support people have phones…. just give us a number xD

GaileGray.9587:

Bina Fydan.3512:

This is really frustrating when we have to sit here and do emails and tickets with no idea if anyone is looking at them…. Or no idea how far we are down the list. If you guys had a support number I have a feeling we’d get this stuff done a lot faster. I know many people can be jerks while calling…. but that is no excuse. This kinda stuff is really alienating. I am sure your support people have phones…. just give us a number xD

Our Support Team offered telephone support foa a number of years. Believe it or not, it actually took longer to resolve an issue via a phone call than it did via a ticket. We do hope to offer Live Chat / Live Help very soon, though, and I think this will meet the needs you’re speaking about.

I (Loyheta.7294) think I will take the phone number please. I doubt I’d have to sit there for a week to get some progress xD

No, you’d just be hitting redial for a week, cause you’d just be getting a busy signal…

CorpraSalaith.8912:

No, you’d just be hitting redial for a week, cause you’d just be getting a busy signal…

Somebody has to be getting helped. May as well be hitting redial for a week as a gamble while I wait for my ticket to get replied to. 120902-011769

True story Bina. The only part that would make that lose-lose for them is then they would get most peoples tickets after the phone call because they were to lazy to go in and close them =(

Took 30min to resolve my gf’s hacked wow account (that was hacked at the same time of the GW2 account). Needless to say the phone support works much faster for customers who have all the proper documentation ready + available.

GaileGray.9587:

Bina Fydan.3512:

This is really frustrating when we have to sit here and do emails and tickets with no idea if anyone is looking at them…. Or no idea how far we are down the list. If you guys had a support number I have a feeling we’d get this stuff done a lot faster. I know many people can be jerks while calling…. but that is no excuse. This kinda stuff is really alienating. I am sure your support people have phones…. just give us a number xD

Our Support Team offered telephone support foa a number of years. Believe it or not, it actually took longer to resolve an issue via a phone call than it did via a ticket. We do hope to offer Live Chat / Live Help very soon, though, and I think this will meet the needs you’re speaking about.

If it takes more than 11 days to resolve a ticket over the telephone then something is very wrong….

I’d hate to think what my phone bill would be like, if I was put on hold for 12 days, like I am atm.

Nerradus.2785:

I’d hate to think what my phone bill would be like, if I was put on hold for 12 days, like I am atm.

Wich is why you should do collect call.

Assuming 1p a minute to call from the UK I would of spent more money waiting to get a resolution than I paid… for the collectors edition.

GaileGray.9587:

Bina Fydan.3512:

This is really frustrating when we have to sit here and do emails and tickets with no idea if anyone is looking at them…. Or no idea how far we are down the list. If you guys had a support number I have a feeling we’d get this stuff done a lot faster. I know many people can be jerks while calling…. but that is no excuse. This kinda stuff is really alienating. I am sure your support people have phones…. just give us a number xD

Our Support Team offered telephone support foa a number of years. Believe it or not, it actually took longer to resolve an issue via a phone call than it did via a ticket. We do hope to offer Live Chat / Live Help very soon, though, and I think this will meet the needs you’re speaking about.

You actually expected people to believe this ?

Archangel.1603:

GaileGray.9587:

Bina Fydan.3512:

This is really frustrating when we have to sit here and do emails and tickets with no idea if anyone is looking at them…. Or no idea how far we are down the list. If you guys had a support number I have a feeling we’d get this stuff done a lot faster. I know many people can be jerks while calling…. but that is no excuse. This kinda stuff is really alienating. I am sure your support people have phones…. just give us a number xD

Our Support Team offered telephone support foa a number of years. Believe it or not, it actually took longer to resolve an issue via a phone call than it did via a ticket. We do hope to offer Live Chat / Live Help very soon, though, and I think this will meet the needs you’re speaking about.

You actually expected people to believe this ?

I can believe it. I work on a telephone helpline (for a completely different kind of issue, but still) and I often find it’s quicker and easier to resolve problems when they come in by email.

For one thing it’s hard to read or write anything while you’re listening to or talking to someone. So either they have to stop you any time they need to do anything or they’re only able to keep half their attention on what they’re doing and take twice as long to get it done.

For another when people submit tickets Anet can request exactly the information they need and have it all laid out in front of them, whereas if they’re doing it by phone they have to ask you for each bit of info and the vast majority of people won’t just give a short answer – they’ll include a lot of irrelevant backstory or just keep talking after answering the question – which again makes it take longer. (You might not do this, but remember you’re not the only person who would be calling, if someone who called before you does this then you’re left waiting on hold while they ramble on.)

Also I don’t know how exactly Anet’s support works but if they’ve got specific people focusing on specific issues, or someone just happens to be better at particular things they can make sure each ticket goes straight to the best person rather than whoever happens to pick up the phone.

Then you have to keep explaining what you’re doing at each step, then re-wording the explaination because the person on the phone doesn’t understand the terminology or can’t understand how it’s relevant, or doesn’t think it should take that long or heard that a friend of a friend’s sisters, cousins, aunt got a completely different solution (to what was actually a completely different problem) from another company.

I understand why a lot of people want a phone line, because it’s a lot easier to believe your issue is being addressed when you’ve actually spoken to a person who says they’re dealing with it then when you send off an email and hope but really that is the ONLY advantage. There are far more downsides for everyone involved.

Plus, ultimately they’d still have to go through the exact same process they’re using now. Unless you really believe that Anet’s support staff are just sitting around all day picking up the odd ticket now and again if they happen to feel like it having you on the phone telling them to do their job is not going to make them do it any faster.

Well you can keep your number I actually live in Washington about 30 mins from your office if i cant get phone support can i just come on over and see if we can fix it?

Danikat.8537:

I can believe it. I work on a telephone helpline (for a completely different kind of issue, but still) and I often find it’s quicker and easier to resolve problems when they come in by email.

For one thing it’s hard to read or write anything while you’re listening to or talking to someone. So either they have to stop you any time they need to do anything or they’re only able to keep half their attention on what they’re doing and take twice as long to get it done.

For another when people submit tickets Anet can request exactly the information they need and have it all laid out in front of them, whereas if they’re doing it by phone they have to ask you for each bit of info and the vast majority of people won’t just give a short answer – they’ll include a lot of irrelevant backstory or just keep talking after answering the question – which again makes it take longer. (You might not do this, but remember you’re not the only person who would be calling, if someone who called before you does this then you’re left waiting on hold while they ramble on.)

Also I don’t know how exactly Anet’s support works but if they’ve got specific people focusing on specific issues, or someone just happens to be better at particular things they can make sure each ticket goes straight to the best person rather than whoever happens to pick up the phone.

Then you have to keep explaining what you’re doing at each step, then re-wording the explaination because the person on the phone doesn’t understand the terminology or can’t understand how it’s relevant, or doesn’t think it should take that long or heard that a friend of a friend’s sisters, cousins, aunt got a completely different solution (to what was actually a completely different problem) from another company.

I understand why a lot of people want a phone line, because it’s a lot easier to believe your issue is being addressed when you’ve actually spoken to a person who says they’re dealing with it then when you send off an email and hope but really that is the ONLY advantage. There are far more downsides for everyone involved.

Plus, ultimately they’d still have to go through the exact same process they’re using now. Unless you really believe that Anet’s support staff are just sitting around all day picking up the odd ticket now and again if they happen to feel like it having you on the phone telling them to do their job is not going to make them do it any faster.

I think a lot of people would be pleased, just to see some sort of answer that is not a copy paste, or an estimated queuetime etc.
No matter how you turn on this, this is considered very poor customer service, especially(!) since the game just launched and this is the time they should really outshine other companies in service.

I believe we should at least have the alternative of being able to use phone support. Most large companies do.