I think there is something wrong with the support system as I received an automated email stating my request had been received. What are the response times as I bought Heart of Thorns and Path of Fire on Friday and did not received some items, I put in a request and have yet to be answered. I do not feel valued as a customer if I paid $70.00 and don’t get whats promised and receive no response from the support who is supposed to be there to fix these issues. Please respond. Included is a screen shot of my ticket.
Well, you created a 2nd ticket. Do you want to know what happens when your create a second ticket? They have to merge them together, which then pushes you to the back of the line because it’s based on the most recent ticket.
Do you know why they say don’t create multiple tickets? So this doesn’t happen.
If you received the automated message to your email that the ticket was received (it basically comes right after your ticket is created), then it’s in the queue. A lot of people are creating tickets right now, so their 72 hour window to respond can be delayed up to 1 week.
The reason for the delay: Well, people like you creating multiple tickets, and since an expansion was announced, all the people needing help getting back into their accounts for it. All the purchasing issues (Like the people who can’t wait 72 hours for their gems), etc. Expansion announcements always create delays.
Patience is a virtue, my friend. Sadly, I have made this mistake of spamming them with loads of needless replies, as well. All it takes is just a little bit more patience.
Don’t worry, ANet will get back to you; their customer service skills are excellent!
Well, I submitted my ticket at last Sunday (6th august) and i just received the automatic mail right after i submitted it.
No further response until now. I don’t demand that the ticket is solved by now, but kind of feel like that I am not valued as customer. They could at least give a status update after 3 days, that it will take some more time or sth like this
Did you mean the Gems??? If so you missed the notice on purchase page of up to 72 hrs. There have been multiple and redundant threads on the same issue. As well if you look at some the other threads you would see that it may take even longer due to demand and people creating multiple tickets. If you create a second ticket, your request even takes longer—like to the end of the line. Impatience, lack of research and not understanding how Anet supports works is not Anets’ fault at all.
Would be nice if they’d at least keep a sticky in the forum and update it a few times a day with the last ticket number they finished, so we could at least have some benchmark of how close they are to our ticket. Mine’s been waiting almost a week now.
Would be nice if they’d at least keep a sticky in the forum and update it a few times a day with the last ticket number they finished, so we could at least have some benchmark of how close they are to our ticket. Mine’s been waiting almost a week now.
Except that would do absolutely nothing. I could create a ticket for help with an email change, and the person after me could be a hacked account. They could say they helped with my ticket number, but the person after me takes a week to get finished. And then the person after them is another email change.
Also, would you rather they spend the time on tickets, or pay someone (thus, removing a job somewhere else) to say “hey, working on tickets”. Learn some patience.
Would be nice if they’d at least keep a sticky in the forum and update it a few times a day with the last ticket number they finished, so we could at least have some benchmark of how close they are to our ticket. Mine’s been waiting almost a week now.
Wouldn’t do any good. Assuming they use a fairly standard service desk model, tickets also get assigned a priority, where critical things will “bump” other things, and as Ellieanna says, some things simply take longer to finish.
Would be nice if they’d at least keep a sticky in the forum and update it a few times a day with the last ticket number they finished, so we could at least have some benchmark of how close they are to our ticket. Mine’s been waiting almost a week now.
The person who used to do that was promoted to another job, and the Sticky was eventually removed. There were very few requests for help at that time. Support tickets only seem to back up when there is an expansion release, or other big content drop/change within the game with issues.
Also, would you rather they spend the time on tickets, or pay someone (thus, removing a job somewhere else) to say “hey, working on tickets”. Learn some patience.
That’s a really strange thing to say and very hysterical. We’re talking about opening the forums, creating a new post, typing “Current ticket” into the subject, a number into the body, and posting it. A minute or two of work a day to update once or twice per day. You act like it’s a big deal that’s going to take hours. Rofl.
While the rest of what you say has merit, that’s really an over to top thing to say, and at this point it really isn’t about patience. They knew there would be an influx of tickets and measures could’ve been taken to mitigate that, so it’s very valid for customers to feel as if they aren’t valued.
For example, altering the requirements to reset a password. Show me another game that requires so much information – relaxing those excessive standards alone would mitigate a great deal of tickets, as would altering the way players were informed of gem delays with the pre-order to make it more in-your-face.
Also, would you rather they spend the time on tickets, or pay someone (thus, removing a job somewhere else) to say “hey, working on tickets”. Learn some patience.
That’s a really strange thing to say and very hysterical. We’re talking about opening the forums, creating a new post, typing “Current ticket” into the subject, a number into the body, and posting it. A minute or two of work a day to update once or twice per day. You act like it’s a big deal that’s going to take hours. Rofl.
While the rest of what you say has merit, that’s really an over to top thing to say, and at this point it really isn’t about patience. They knew there would be an influx of tickets and measures could’ve been taken to mitigate that, so it’s very valid for customers to feel as if they aren’t valued.
For example, altering the requirements to reset a password. Show me another game that requires so much information – relaxing those excessive standards alone would mitigate a great deal of tickets, as would altering the way players were informed of gem delays with the pre-order to make it more in-your-face.
The problem is tickets aren’t SOLVED in the order they were received. Sometimes support has to ask questions to the member to solve the problem. Especially with hacked accounts – proving the account ownership can take time, especially if it’s coupled with a hacked email account.
The order in which they are LOOKED at after creation or response to follow up is by the order they were received.
I am in the situation of a hacked account atm myself. Using my neice’s account that I set up for her, to correspond with Anet, since my account was hacked and inaccessable atm. The problem I have, is the automated message, its inpersonal, makes you feel like its been put into a deep corner and forgotten. I’ve had experiences like that with several game companies, so since I don’t know what Anet’s customer service is like, I am assuming the worst. The point being, there is no telling how long it could take, I am hearing a week on this thread? Well whatever, if thats the case, gimme a sorry for the delay auto msg, we are currently working on it, like every 24 hours. Still an automated msg, but at least it doesn’t totally feel forgotten.
