Over the last few weeks, Customer Support has gotten busier and busier. Some of that is related to an upswing in new accounts, which is a good thing! But if you have submitted a ticket and feel you’ve waited longer than you should for a response, please note: Submitting duplicate tickets will slow your response.
I just came across a ticket today where someone spammed Support with more than a dozen tickets about the same issue. This is going to slow down his own response, and it’s going to negatively impact others, as well.
I’ve proposed some changes to the support system to deal with duplicates, but do understand this:
- Submitting a second ticket will not speed your response.
- If your account was hacked, you should request a review for account restoration in the same ticket, not a new one.
- If you want to provide more info, respond to the original ticket.
- If you want to check on the status of your ticket, respond to that original ticket.
If you get our auto-response (essentially, “We got your ticket”) after contacting Support, you know you are receiving our responses and the team will assist you as quickly as possible. If you did not receive an auto-response — and be sure to check Spam, Junk, and every other in-box you have! — then you may wish to contact Support via a second ticket through a different e-mail provider. The issues with Yahoo, Hotmail, G-mail, and other ISPs seem to be abating, but if you’re not hearing from us at all, even an auto-response then you may be justified in submitting a new ticket. If you do submit a second ticket, please give us your previous ticket number so we can merge tickets. Please only submit a second ticket if you’re certain you are not receiving responses… any responses.
If your ticket has gotten an agent response and then has not been responded to for more than three days, you can post in the Tickets for Review thread above.
Thanks for reading and heeding this request!
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet