Hi all,
We discovered just yesterday that there has been an issue with Communications Team members not receiving e-mails and tickets. This problem seems to impact both individual mails sent to Forums@Arena.Net and responses to moderator messages to which a player would respond directly.
We apologize to anyone who has written us who has not received a reply. We respond to nearly every e-mail that we receive — well, except for those offers of herbal remedies or announcements of strange inheritances from distant princes.
It’s our objective to be as communicative and responsive as possible, and the current e-mail issue may have prevented that in some cases. Our objective is to answer questions and investigate appeals when they are submitted to us. Appeal reviews are conducted with care in order to confirm that the moderator decision was sound or to reverse it if the decision was made in error.
Both our IT and CS Teams are looking into the problem. We’re not sure if it stems from the e-mail system or the Zendesk “ticket” system because they are somewhat interconnected. However, we’ll get to the bottom of this issue so that future mails are answered as promptly and thoroughly as possible.
Thank you for your patience while we get this addressed!
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)