Guild Wars 2

Greetings Arenanet,

I am and have been an IT professional for most of my adult life. I have and continue on a daily basis to respond to support tickets and I have to tell you that the automated responses that your support team sends out to tickets created on your support site are simply some of the most heinous responses I have ever encountered. Even the automated responses I get from Microsoft on various bugs and errors (which I always considered to be vague in the least) offer better responses than do the automated ones I have received from your support staff. Often times the responses contain NOTHING whatsoever in the way of any information pertaining to my issue(s) and I really have to wonder just how they are generated.

I know that you probably receive a great deal of tickets on your support site and I can definitely sympathize from a support perspective, but if I gave these kind of responses on my tickets to the people I work for, I would soon be finding myself another job. If you MUST insist on using automated responses, might I suggest that someone actually READ the ticket first? Whatever automated alogorithm you are using to vet these tickets is not even coming CLOSE to offering any pertinent information to your clients. And knowing that I have to input the information in a ticket TWICE because the very first time I create it it will just be ignored with an automated response is getting just a little annoying.

Thanks and my best wishes for your support team in the future.