Support ticket not answered since 13th of April

Hello.I have send a request ticket for in-game issue and hasn't been answered for 12 days. Do you guys ignore me on purpose ? Is the support team on holiday ? If so just let me know...I will really appreciate if you help me solve my problem. I understand maybe is my fault, but at least a simple answer wont hurt anyone... Right ?Thank you!

i had this too. i sent one a few months back, one in jan, and another in march. none of wich have been answered. i hope your answer come soon!

Thanks man! Appreciate it! Hope they somehow manage to help you too

Yeah same for me. 12 Days without an answer

Given recent events, the support staff is no doubt overwhelmed.

@Shon.6419 said:I have send a request ticket for in-game issue and hasn't been answered for 12 days. Do you guys ignore me on purpose ? Is the support team on holiday ? If so just let me know...I will really appreciate if you help me solve my problem. I understand maybe is my fault, but at least a simple answer wont hurt anyone... Right ?

Did you get an automated response telling you that your email had been received by support? That comes out basically instantly, so if you didn't get that, ANet didn't get your email.

Beyond that, yes, it is highly likely that your issue is held up by a high volume of support issues. The ANet support team don't pick and choose who they help, they answer everyone as quickly as they can ... but in the order the requests were received, initially, so a high volume means a delay in your ticket being handled.

Your other option is, depending on the issue, to post about it here, and see if other players can help you out with the problem. Obviously, that isn't applicable to all problems.

@SlippyCheeze.5483 said:Did you get an automated response telling you that your email had been received by support? That comes out basically instantly, so if you didn't get that, ANet didn't get your email.Or you didn't get their reply (e.g. check spam folders etc).

My tickets were not answered in proper timing. Ever. I honestly hate having to deal with support.... So frustrating.

Same here, sent tickets with 2 different accounts, 2 weeks ago, still waiting.Very bad costumer services......

Alright, I am gonna jump in here.

I had sent a ticket to support (regarding an achievement) the day before the big ban wave came. Got the automatic reply and then no notice from support for about 12 days. But then they replied (incl an apology for them taking longer). I do not think they forgot your ticket (as long as you got an automated response in your private email attached to your account when you made your ticket you should be fine). They are simply busy because of the amount of tickets coming in from the banwave. Which I am sure needs a good time of investigation. Some tickets may also need a bit of research taking time. As soon as they replied me, and needed more info, I instantly gave them and got a reply back within the hour fixing my issue. Also in the past they were fast with replying.

Make sure you send your ticket to the right departments and with a matching topic (i.e. quest issues at quest issues and technical issues at technical issues). I also do not think updating your ticket telling them it is taking so long helps them shorten any time as it makes them basically see even more tickets pop up in their systems.

If a ticket is pending a month or more, check if your mails did not enter in your spambox (and if you got an automated reply so you know they received it). It may pay off to check your current tickets in your support page. They may have actually replied you but you may have missed the emailed reply. (And perhaps if you don't respond for x period they may have pinned your ticket as "issue is solved").

Think a lot of people probably re make tickets when they don't get a response in a few days which in turn are adding to the problem.

My last ticket took about 10 days. That was just before the "recent events". You can ask for an update in your current ticket, just don't create a new one.

Their excuse was that Support was too busy dealing with tickets related the expansion... but it's been six months or so since its launch. I wonder what's their excuse now. :/

Edit: It's been like this even before the "ban wave".

That's strange. My experiences have been the exact opposite, but of course this was before the recent suspensions. So, I'm going to presume that's a factor as well.

My last ticket took 11 days to get an answer. The ticket before it (9 months ago) was not really answered, the answer missed the point of the ticket. But older tickets got excellent answers and were solved fast for the complexity of the problems. Only my experiences.