Guild Wars 2

My brother who just migrated from US to Asia has been contacting the Support Team on an issue that he has with his account. However, after several replies between him and the Support Team, we noticed that the questions asked by the Support Team were repeated even though my brother has already answered the questions in his previous replies. And they did not only repeat the questions once but twice.

My concern is this: Every time we update a ticket, does the Support Team only read the latest reply or do they take the initiative to read the previous replies that have already been made between my brother and the support team?

If it is the latter, why then are they repeating the questions even though it has already been answered?

Please enlighten me.

PS: And because they keep repeating questions, the time for this issue to get resolved is getting longer and longer. Quite a disappointment.

Take a notice if those replies are from same ANet staff member or not. I’ve had same issue when they changed person replying to ticket.

Yes but it’s seriously inefficient and unprofessional for the Support Team to not read past replies and keep asking the same question.

Imagine if your account is suspended and for the next one week or so, they keep transferring your ticket to another staff member and each staff member keep asking the same questions over and over again.

It might really annoy you as you see no progress in their response.

I would post the tick number in here https://forum-en.gw2archive.eu/forum/support/account/Tickets-for-Review-3-days-and-older-merged/page/63#post1106211. It seems that these are monitored whether they get resolved or not by Gaille.