Guild Wars 2

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.
9/11 No evidence yet that Support has read the Ticket information. Posted at 6:16 p.m.
9/11 Rerouted to the correct agent. Notified at 8:22 p.m.
9/12 Received email requesting permission to disable and reissue serial code at 6:51 p.m.
9/12 Issue resolved and verified at 7:44 p.m.

Gaile, thanks for overseeing the issue

Wifey is now happy, so I can be happy, too…

“9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.”

This happened with my ticket as well. I wonder how much of supports time is taken up by these mails going back and forth between support and people who have to reply and “remind” support about what they really want help with, and not whatever it was the agent replied with.

Im also wondering just in the spur of the moment if this is some strategy that someone misguided deduced would make people happier: irrelevant reply, rather than a longer wait time – or instead of another automated headsup that the issue is still awaiting an agent.

If I was to make one change to how support works right now, it would be to have no automated messages at all except the first one acknowledging the recieved ticket. And that no agent was to respond to a ticket unless they had read and understod the question.

I think who ever runs support, outsourced or not, highly underestimates just how annoying and frustrating it is, to recieve these automated paste/copy responses that have nothing to do with the initial issue we ask for help with. Whenever that got introduced into support routine, the devil was smiling.