Showing Posts For Jake.1480:
I agree that we must improve the response time on tickets. Most people do get a response from an agent in a short time, but it can take a few days to do the research that allows the team to reinstate the account (or determine that it must remain closed).
Improving response times — especially related to the appeal of an account that was compromised, misused, and terminated — is a top priority!
A larger issue is simple communication. Players have no idea if their petition is even being seen. A simple response of “Hi, this is CSRAwesomesauce, we are sorry for any possible problems, we are looking into the issues of your account and will keep you updated. It may take 2-3 days. In the meantime we would be happy to help with any questions”.
As it is now, all we have is an automated response and a forum full of people with long waits and unresolved issues with no idea that anything is being done.
It is understandable that it takes time to resolve some things. But this is actively harming customer relations.
Simply letting people know they are being helped alleviates alot of the problems you have created. It is basic customer service.
Right. I’m glad that a moderator at least agrees that the response time is too long.
I understand that investigations can take time, but people are waiting days to hear anything. Anything at all.
I submitted my ticket almost 60 hours ago and have updated it a few times since, wondering at this point if it was even successfully submitted to their end. I have no indication that it was and no way of knowing. I must simply wait, and wait, and wait. In the meantime, I’m blocked from playing the game despite not having participated in the accused activity. And what’s funny is, it seems like 60 hours is nothing compared to the wait times of many on here.
I also do not think of myself as particularly special. I don’t think my personal needs and desires transcend anyone else’s. Although, I do think certain matters are more urgent than others, and erroneous account terminations are right up there at the top. I don’t think that I alone should have had a more prompt reply, though. I think that everyone should. If you appeal to the customer service staff of a company whose service is acclaimed and lauded as exceptional, you will probably experience replies within hours, sometimes minutes. You will experience resolutions to your satisfaction. You will understand the acclaim.
However, if you appeal to the customer service staff of ArenaNet, it seems that you will likely be in the dark for days before anyone even begins to consider helping you. Is that normal? I don’t think so. I think that’s poor, and I don’t think it’s right. Adding to that the fact that I’ve been unable to find a phone number to call anywhere on their website or in their product manual makes it even worse.
If it’s because your staff is incompetent, lazy, or uncaring, then hire smarter, more diligent and sympathetic people or replace their leaders. If it’s because you’re simply understaffed, then hire more people. If you can’t afford to, then you didn’t budget properly, and the shame is still on you. The wait times I’ve been reading about are absurd, and the fact that that’s what I believe doesn’t make me a spoiled, entitled brat. I understand that humility and patience are virtues. I’m a fan of those things, mysef. I’m just going by what I’ve experienced in my history of appealing to various CS staffs for various reasons and by what I’ve come to expect from a decent one. I expect a response (at least, not necessarily a resolution) to an issue such as this within hours. At least, much sooner than 60 hours. But maybe that’s just me.
My account was terminated this afternoon with the same message. I don’t know if anyone reported me for any reason, though. I was playing the game (exploring Kessex Hills), logged out for a break, tried to log back in and found my account had been terminated, simple as that.
I did submit a ticket to support, but my support account has been disabled, as well, it seems. So, I can’t even see if it’s updated unless they e-mail me.