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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  • 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... :'(

  • 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.