A Message About Customer Support Response Times — Guild Wars 2 Forums
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A Message About Customer Support Response Times

We're experiencing very high support ticket volumes right now, and a high percentage of those tickets are related to account access issues. While our Customer Support team is working through the queue as quickly as they can, wait times are longer than normal. Please read our support article for tips that will help ensure the speediest possible resolution. . Thank you for your patience!

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Comments

  • I noticed some of the support staff had names without the GM tag in front of them. Did you get some new people recently? I wasn't sure who they were.

  • DanAlcedo.3281DanAlcedo.3281 Member ✭✭✭✭

    Thank you for the great work!

  • I bet a large portion are regarding recent server dc\lag. If anet would just recognise the issues people would be happy

  • Thank you support folks, we know you work really hard.

  • TPMN.1483TPMN.1483 Member ✭✭✭

    Keep up the good work - try Air Attunement instead of fire and get Zephyrs Speed for a 25% movement buff to the backlog.

  • I have bough GEMS and with those i bough EXPEDITION CONTRACT WHICH ARE NOW GONE. Can i at least get GEMS BACK?

  • Hi, when is this rollback issue going to be resolved.

  • Hopefully not too long. Accounts a mess.

  • Ok I Did It.2854Ok I Did It.2854 Member ✭✭✭

    What sort of times are support having, its been a week now and no reply, some friends on discord are saying they have gone nearly 2 weeks with no reply, i understand things are kind of crazy right now, so just kind of looking for a general time frame, if possible.

    Don't say what you mean, it will get you in trouble.

  • We all understand these are difficult times and that you will solve the problems the fast you can! Keep the good work on one of the best MMO ever!

  • alpha gamer ow.3479alpha gamer ow.3479 Member ✭✭
    edited May 15, 2020

    Like me i spend 960 gems in living world season 4. Now I lost the gems and the living world have this message "Item is purchased but not enable in your account. Please contact support" I contact and still nothing. Will take what? 4 weeks ? 1 year to resolve? C'mon fix that fast because i bought a thing to play in the moment i pay for it. Not in a month later. Sad, because the only answer i get is this one:

    "Unfortunately us here in Customer Service do not have any updates on this issue. As the issue has effected a lot of people, the investigation the dev team is conducting make take a little bit of time. Once that has concluded, we will be responding to everyone effected. We thank you for your continued patience. "

    So in the end i don't know nothing. At least say somehting that show that i will have what i paid and will not lost the money and the game ....

  • I lost access to my account the day before the rollback. Awful timing

  • Is there any support for GW1 login issues?

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    @CazBandit.8169 said:
    Is there any support for GW1 login issues?

    There is. Unfortunately, due to high volume, ticket responses are slower than the usual 'within 72 hours'.

  • mynao.5280mynao.5280 Member ✭✭

    Is five days without a answer normal? Seems kinda long even with a high volume of tickets.

    Guess I just keep waiting...

  • puke.7968puke.7968 Member

    my friend gave me a code for the expansions and i redeemed it successfully about 4 days ago. when i go to overview it says both expansions are active. however when i log in to game i am still encouraged to "Upgrade to Full Account" and am unable to access any content from either expansions. i'm not sure what im waiting on. i've submitted a ticket but yeah, due to the circumstances its still no replies. i enjoy the game a lot, would love a glance at my ticket. stay safe gamers.

  • The support page is a joke. no button to submit, click log in and it just reloads the same page.
    how can such a good game have the worst support page in video game history?

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    @Alshan.1402 said:
    The support page is a joke. no button to submit, click log in and it just reloads the same page.
    how can such a good game have the worst support page in video game history?

    You can submit a ticket using the 'anonymous' feature; you can ask the CS Team to fix your log-in issue for Support Tickets, as well.

  • @mynao.5280 said:
    Is five days without a answer normal? Seems kinda long even with a high volume of tickets.

    Guess I just keep waiting...

    Here the same, nobody answer, nobody take care of the problem kitten are you doing ? i don't have the gems neither the Living world season 4 and in the middle of this lost the money and have no game

  • Lyrixx.9571Lyrixx.9571 Member ✭✭

    I just wanted to share the information that my ticket is ~8 days old. This is no complaint which wouldn't change anything anyways. It's just my contribution to have a better estimation on what to expect. Since others also posted about ticket older than five days it doesn't seem to be out of norm and so I'll patiently keep on waiting.

  • Cyanon.1928Cyanon.1928 Member ✭✭

    My ticket is 11 days old... so u get the idea...

  • mynao.5280mynao.5280 Member ✭✭

    @alpha gamer ow.3479 said:

    @mynao.5280 said:
    Is five days without a answer normal? Seems kinda long even with a high volume of tickets.

    Guess I just keep waiting...

    Here the same, nobody answer, nobody take care of the problem kitten are you doing ? i don't have the gems neither the Living world season 4 and in the middle of this lost the money and have no game

    I feel for you buddy.

    Update - Still no answers on my tickets. i guess we just keep waiting or something lol

  • mathion.8549mathion.8549 Member ✭✭

    @Lyrixx.9571 said:
    I just wanted to share the information that my ticket is ~8 days old. This is no complaint which wouldn't change anything anyways. It's just my contribution to have a better estimation on what to expect. Since others also posted about ticket older than five days it doesn't seem to be out of norm and so I'll patiently keep on waiting.

    The problem I have goes back to before February 25th, 2020, the last time known issue tracker was updated. My issue is still listed. It may be annoying, but it's certainly not critical.

    Considering the global circumstances, especially in Washington State where Anet is located, I don't expect the support and tech staff have the same workplace environment as they're used to, and work-arounds from home aren't always the best option for some of this stuff. Yes, it can be collaborative, but setting up remote connections to the test hardware is probably a nightmare since it's likely in a closed test environment (physically and virtually).

    So I wouldn't expect a lot of speed in getting technical glitches attended to. They're probably focused on the new expansion and just keeping the game running more or less consistently as they stomp out customer service spot fires as best they can.

  • Gundahar.2765Gundahar.2765 Member ✭✭✭

    If the ticket hasn't been solved yet, request it to be redirected to a higher up.
    I feel that some that send support tickets choose the wrong category, you must be very careful and precise with that, otherwise will result in a denial or delay.
    It might also have to do with hours and queue.
    I never had an issue of any kind with support, I got an answer in max 8 hours, wether it was about my account, rewards, lag and performance issues, the support has been quite decent considering the amount of tickets lately.
    Thumbs up from me.

  • kharmin.7683kharmin.7683 Member ✭✭✭✭

    @Gundahar.2765 said:
    If the ticket hasn't been solved yet, request it to be redirected to a higher up.
    I feel that some that send support tickets choose the wrong category, you must be very careful and precise with that, otherwise will result in a denial or delay.
    It might also have to do with hours and queue.
    I never had an issue of any kind with support, I got an answer in max 8 hours, wether it was about my account, rewards, lag and performance issues, the support has been quite decent considering the amount of tickets lately.
    Thumbs up from me.

    Just don't submit a new ticket. Update your existing one.

    I am a very casual player.
    Very.
    Casual.

  • @kharmin.7683 said:
    Just don't submit a new ticket. Update your existing one.

    At least until you receive your "Customer Survey" email asking you "Good, I'm satisfied or Bad, I'm not satisfied" arrives. I feel like that concludes the ticket and closes it out. Even though the ticket still exists and can be "updated" I feel like once you get your survey your done and it's off their To-Do list.
    Any verification to the contrary?

  • Hexen.2930Hexen.2930 Member ✭✭
    edited May 24, 2020

    i received the mail "Survey Mail" on May 16 th, i tried to use the "bad" option today, and it said the option is closed since no longer avaible or something like "this request is now closed" it seems you are correct!

    Edit:
    Ok you can check your Ticketstatus when you login at the supportside. Indeed you were right. the ticket is closed as soon as you get the option. which is an absolute disaster.
    Any Words from the Forumteam on that please?

  • @Hexen.2930 said:
    i received the mail "Survey Mail" on May 16 th, i tried to use the "bad" option today, and it said the option is closed since no longer avaible or something like "this request is now closed" it seems you are correct!

    Edit:
    Ok you can check your Ticketstatus when you login at the supportside. Indeed you were right. the ticket is closed as soon as you get the option. which is an absolute disaster.
    Any Words from the Forumteam on that please?

    Thanks for that info, I did see an option to "change my rating" after marking "bad" but this was just this morning so maybe there is a timer on it allowing change? I was able to post to the ticket. But even still it doesn't reflect a very positive situation sadly.

  • In my case:
    I waited 1 day for my #1 (rollback) ticket and I'm also waiting for 8 days for my #2 (account) ticket.
    I think it depends on the subject.

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    By updating a ticket, you re-open said ticket, should it have been inadvertently closed.
    Keep in mind, if the ticket is a duplicate, or deemed a duplicate, it will be automatically closed.

  • mynao.5280mynao.5280 Member ✭✭

    12 days... :'(

  • Edward.8904Edward.8904 Member ✭✭

    My response time was long, but, I had gotten an email with my problem sorted on a Sunday. I didn't have the expectation for this and was really appreciative of the support.

  • mynao.5280mynao.5280 Member ✭✭

    @Edward.8904 said:
    My response time was long, but, I had gotten an email with my problem sorted on a Sunday. I didn't have the expectation for this and was really appreciative of the support.

    Cool u got help brotha.

    I am at day 20.

  • Turkish players have problems with the SMS authentication. We are not receiving codes to login. Opened a ticket 3 days ago. Reading the response times made me a bit worried. I hope they can notice and do something about it.

  • Cyanon.1928Cyanon.1928 Member ✭✭

    I'm at day 24 and getting tired of this

  • Can Anet lift the sms authentication from turkish players who send a ticket.We cant login to the game for days

  • I have an issue i do not want to go into too deeply openly, but it is in regards to " questionable " behavior from an employee at Arena, and with a rather offensive outcome. What support email should i use, or should i still go with the ticket option, and if so, what ticket option should it be filed under?

  • Ozy Jr.1947Ozy Jr.1947 Member ✭✭

    2-4 weeks of response time? What a joke. This is unacceptable even with the current situation. Worst support i have ever seen. They need to do something instead of ignoring us.

  • I wonder how much longer its going to take for a simple password reset link. Is it really that hard to send a simple link? Does it really take that much time to do so? I would like access to my account as playing on my mule is not fun at all. No HoT or PoF, no gear, no nothing. I know some people will say "At least you can play the game". What capacity currently am I really able to play the game at compared to what I usually would be able to?
    A-Net is becoming quite a joke and quite frankly i'm pretty much done with this company in general. Which is a shame cause I love this game, but I would honestly rather pay to win in another game then deal with the severe lack of player support this game has to offer. At this point I also think some sort of compensation to everyone should be provided lets be real some friend of mine have been waiting 3 weeks for a issue to be resolved. Is that acceptable by any means? No it is not. Anyways, once my issue is finally taken care of I will happily update this post with how many days it took and alert my fellow players of how many days it took to resolve a very very basic issue compared to the numerous complicated issues other players are experiencing at this current point in time.

    It is time to hold A-Net accountable. That is all. Sorry for the rant!

  • avey.4201avey.4201 Member ✭✭✭

    @Athanas.5236 said:
    I have an issue i do not want to go into too deeply openly, but it is in regards to " questionable " behavior from an employee at Arena, and with a rather offensive outcome. What support email should i use, or should i still go with the ticket option, and if so, what ticket option should it be filed under?

    I used normal support ticket on May 9, never got a response.
    include screenshots, or your best option to document issues.

  • Raidon.5370Raidon.5370 Member ✭✭

    @avey.4201 said:

    @Athanas.5236 said:
    I have an issue i do not want to go into too deeply openly, but it is in regards to " questionable " behavior from an employee at Arena, and with a rather offensive outcome. What support email should i use, or should i still go with the ticket option, and if so, what ticket option should it be filed under?

    I used normal support ticket on May 9, never got a response.
    include screenshots, or your best option to document issues.

    I've send a ticket on may 15th and got a respond 2 Weeks later, somethings not right with their system i guess..

  • I'm sorry but the response wait time is absolutely ridiculous.
    Why not have live chat like any normal company?
    Why not just let us reset our password through email recovery like any normal game does?
    The thing that baffles me is, you're using so much man-power to read through thousands of tickets, yet could be solved so much faster if you had live chat or a modern recovery of account process.
    Think about it.... I'm bored of waiting.

  • DinoToss.4810DinoToss.4810 Member ✭✭

    I just had my account locked without any explanation as to why.
    After doing my own research it seems they have locked it because potential "suspicious activity" but it apprears this has been happening a lot to people without any suspicion.
    Most of them are locked out of their account for 2weeks-1month.

    @Venxai.7486 said:
    I'm sorry but the response wait time is absolutely ridiculous.
    Why not have live chat like any normal company?

    Live chat. Please. Like a normal company

  • i opened 4 tickets since 7 years only one of them is replied! arena .net doesnt care Turkish players!

  • BlackZenith.4157BlackZenith.4157 Member
    edited June 9, 2020

    Turkish player here. Went to summer house. IP not recognised, asked for SMS authentication. And no SMS arriving, like so many people stated above. It has been a whole week since I sent my ticket, no response, and I still can't log into my account. Are you planning to provide the kitten service I paid for anytime soon, ANET? That would be good. Just cancel the SMS authentication. My ticket ID is 7781844.
    I won't wait forever, ANET. I will get a refund, and take my business elsewhere. What you have to do is simple. Cancel the SMS authentication, switch back to e-mail authentication so I can play the kitten game I kitten bought.

    (Sending this from my mule account, which I can log into because I didn't enable SMS authentication. My main can't even log into the kitten forums. What a joke.)

  • My cousin has been waiting 2+ years to get their account back. Now we have the accounts rollback issues. Keep up the great work! . . .

  • evn they dont reply forums... great work arena.net!

  • BlackZenith.4157BlackZenith.4157 Member
    edited June 15, 2020

    My issue was resolved by the way. It took around 10 or so days to get a response to the ticket. Writing here as reference for people with similar issues.

  • Horrid Crow.7630Horrid Crow.7630 Member
    edited June 17, 2020

    I was trying to get back into the game and hadn't played since 2013. I forgot my password, and tried to recover my account. I think the fact that you have to remember your character name is really stupid, as the serial number and billing info should be more than enough. So I seemingly forgot my character names after all this time and had to create a ticket which took ages to get answered.

    Had to wait a whole week (7 days) for support to reset my password so I could finally play again. I think this is really hurting your business Anet, since a lot of returning players will just give up after having to wait multiple days or even weeks to get a response. Maybe you guys should re-evaluate the way you have to remember character names to reset your account. Oh, and fix that form that asks for your character names, since I did have two character names right but was told I wasn't.

    Can't stay too mad though, since I'm having an absolute blast with the game right now.

  • I have 2 accounts. My primary account had a email authenticator on it and the email was through an ISP I am no longer doing business with so I can't access the email any longer. I put in a ticket and waited patiently for 8 days for an answer. Finally an answer came and GM Bulletshade apologized for the wait time. I wasn't that upset about the wait because I had my secondary account (I was smart enough to put an SMS authenticator on that one) to use while I waited.

    The GM then asked me for some more information to verify I was the owner of the account. I had already put some of that information in a prior ticket update I had done a couple days previously but I went ahead and gave it to them again, plus as much of the other info they requested as I could remember. I sent that information to them within 30 minutes of receiving their request for it. That was 4 days ago and I have heard nothing back since. I was patient during the initial wait time but my patience is beginning to wear thin. Once my ticket has been responded to, it should not take days to verify the info I provided you. Please don't make me go find another game to play because of bad customer service.