(edited by Moderator)
Password Reset Request
First off Im posting on anothers ID in my house.
I put in a ticket last Saturday for password reset on an account I havnt played since release. I would have like to come back and check it out, but no dice on that. Seems like every ticket in the overflow is over items. ALL I need is a password reset.. Whats the deal?
The longer you guys make me wait the less I’m wanting to play the game.. 7 days really?!?
Two other people in my house play this game or have just come back, and If I cant get my account back its gonna be two people less.
Did you consider posting in the “Tickets for Review – 3 days and older”?
Just figure on it taking about 7 days atleast to get any support. I have been waiting since last Saturday for a password reset. A little rediculous if you ask me.
It doesn’t take long when you understand how Support works. If it’s taking longer than 3 days to resolve, you post in the correct thread for help. My friend got her problems resolved within 30 minutes.
If she got her ticket in 30 minutes she was lucky enough to post in the thread right before they reviewed it. Seems like they come and do the tickets in bulk every week or so..
Yes I have been in that thread with no support help as of yet.
Yes I have been in that thread with no support help as of yet.
Keep an eye for Gaile’s updates. Sometimes she posts mass listings of tickets. Not all can be resolved, so keep that in mind.
If she got her ticket in 30 minutes she was lucky enough to post in the thread right before they reviewed it. Seems like they come and do the tickets in bulk every week or so..
Malilree — you are mistaken about how Support works. Tickets are reviewed and answered 24 hours a day, 7 days a week, 365 days a year. Every one who submits a ticket gets an immediate “auto-response” simply to let that person know the ticket is in the queues and will be processed. If you have been waiting a week for a password reset, something may be wrong, or there may be circumstances that you don’t know. For instance, sometimes people ask for a password reset and we discover their account was hacked. Other times, they ask for a password reset for an account they are not able to prove they own, or that multiple people are claiming as theirs. Any of those situations will delay the team’s ability to respond, but they will respond, and a week is far longer than normal.
So, first consider that your e-mail provider may be the culprit here. Please read this thread for information: https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#post2924424
If you got your auto-response and feel your e-mail is not the issue, then please post in the Tickets for Review thread above. And with any request for review (or post about a problem with tickets), providing the ticket number is essential. Thank you.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
I would reply with something here, but I dont want to de-rail this poor guys thread.
I posted in the 3 days or older forum 3 days ago for a 6 day old ticket. Gaile Grey refers me to the under review page and says basically if it hasnt been answered then its under review, and its not. I checked in the “under review” thread.
I have gotten 1 e-mail from support (only an auto-response). So I know my e-mail works.
Only response I get is if I post something nasty about poor support and week long waits, and its not even in my thread…
Support here is a joke.. The only e-mail I have received on my ticket in a week is this -
“We’ll contact you as soon as we have an answer for you.” from an auto-response when I posted the ticket.
How bout sending e-mail stating something like
“We’re sorry for the wait, but were doing some further investigation into your account for the reasons of _. Thank you for patience, Support”
Atleast we would know if our ticket even got a second look – or if its sitting in a folder on someones desk who is instead of looking into tickets is trolling forums, or maybe there is a 2-3 man support team being outsourced by A-Net, and cannot keep up with support.
Who knows… It’s all speculation at this point since there is no communication whatsoever except to defend the support team.
Splitting thread so everyone gets helped.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)
I would reply with something here, but I dont want to de-rail this poor guys thread.
I solved that problem by removing your off-topic comments and creating this separate thread, then merging the other you created. You’ve commented about yours issue in at least three threads. You posted — properly — in Tickets for Review and you will get a response in that thread.. Please allow time for review, and consider my comments above as to possible e-mail interference.
Please do not make additional threads and please do not add comments about your issue in the threads of other forum members. Thank you.
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)