Customer Support Ticket Response Times [MERGED] - Page 10 — Guild Wars 2 Forums

Customer Support Ticket Response Times [MERGED]

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  • still waiting here, is there anyone on CS team reviewing the ticket?

  • Bariel.3562Bariel.3562 Member ✭✭

    23 days now for me and still not a single response. This is so poor.

  • @sacrilege.8439 said:
    I received a partial response to my ticket after 21 days, stating that they could not assist with that part. The agent did not however address the much more important portion of the ticket which is that I am unable to sign into the support site or purchase gems with anything other than gem cards which has become irritating. it has now been 11 days since that response and still no further information on fixing the issue. My ticket # is 6938210. The ticket that I believe led to the current issue is 6904518. @Gaile Gray.6029 I know you don't have time to investigate every ticket however I am over a month with no resolution. Thank you.

    The issue has been resolved for me. Thank you.

  • 19 days still no response. Ticket #6965794

  • DaeK.3925DaeK.3925 Member ✭✭

    Maybe I should say I have problems purchasing gems and they will get to me sooner taps temple

  • 14 days here must be really behind on tickets :)... #6974479 just in case haha :P holds breath

  • Ticket#6969572 remove please her authentikator.....my wifes cellphone was stollen on 23/6/2018....
    not possible that it takes so long...is there just ONE person for tickets???
    its hillarous peeps...service look different

  • @OnkelGrimi.4275 said:
    Ticket#6969572 remove please her authentikator.....my wifes cellphone was stollen on 23/6/2018....
    not possible that it takes so long...is there just ONE person for tickets???
    its hillarous peeps...service look different

    Now im really afraid..
    I had to reinstall windows and after the patch today it asked for the winauth which it didnt do for weeks..
    Im playing since beta and gad never any ticket opened as far as i remember. I dont want to wait several weeks :'(

  • @metalTiffy.7106 said:

    Now im really afraid..
    I had to reinstall windows and after the patch today it asked for the winauth which it didnt do for weeks..
    Im playing since beta and gad never any ticket opened as far as i remember. I dont want to wait several weeks :'(

    No one wants to wait for several weeks. Looking at this thread you can see how many people have waited for over 20 days. All anyone can do is have patience and hope the support team catches up soon.

  • But I'm the most impatient person ever ^^
    Maybe i should work as a volunteer for a week for the support. Im working as IT Support. Just an option Anet ;)

  • It has been almost a month that I submitted my ticket. Still no response.

  • Appolaliptik.7598Appolaliptik.7598 Member ✭✭
    edited July 11, 2018

    relax, there is no 25 days and a hint of an answer. I've never seen such a poor technical support work anywhere. ticket id 6956328

  • Zoop.1360Zoop.1360 Member ✭✭
    edited July 11, 2018

    This is absolutely unacceptable. I'm trying to recover my Guild Wars 1 account, but almost a week and not even a peep or a squeak. I have my username and password, all I need is for someone to tell me one of the character names so I can log in and play. But nah, nothing from support's side. #6990098

    I can't remember the last time I encountered such terrible support. Backlog or no, this is disastrous. I almost can't believe your support systems are this bad. Come on! No doubt Guild Wars 1 support tickets are also getting the least priority in the queue.

  • Zoop.1360Zoop.1360 Member ✭✭

    @Csele.1647 said:
    I recently came back after 3 years and submitted a ticket 10 days ago, about refunding 5 permanent salvage tools and still dont have any answer at all, not even a bot msg, yet it says it had activity so one of their gm is looking at it and decided to ignore it 3 times without saying a single word, this fix has been done for me not only in this game before but in any other game in 15 minutes ,so this is makes them the worst support iv seen in 20 years of gaming in the worst cases i had automated answers but nothing at all here

    This is what makes me the most upset. I can see that there was activity on my ticket after I made it, but no response whatsoever.

  • 18 days... still waiting. #6970148

  • Paulyj.5483Paulyj.5483 Member ✭✭

    @Zoop.1360 said:
    This is what makes me the most upset. I can see that there was activity on my ticket after I made it, but no response whatsoever.

    >
    My "last activity" updates at least 3 times a day without me opening them. Almost feels like they're being ignored which most likely isn't the case, but it's irritating to see.

  • @Zoop.1360 said:
    This is absolutely unacceptable. I'm trying to recover my Guild Wars 1 account, but almost a week and not even a peep or a squeak. I have my username and password, all I need is for someone to tell me one of the character names so I can log in and play. But nah, nothing from support's side. #6990098

    I can't remember the last time I encountered such terrible support. Backlog or no, this is disastrous. I almost can't believe your support systems are this bad. Come on! No doubt Guild Wars 1 support tickets are also getting the least priority in the queue.

    I agree: it's crazy and maddening that there ever was a backlog longer than a week and worse, that it's been months without sign of things getting better. On the other hand, what can we expect ANet to do?

    • Hire more people? They have said they have done this. It unfortunately takes time to find good staff and bring them up to speed on the oddities of the game (and how to help legit concerns without giving freebies to the undeserving).
    • Prioritize account issues? They say they do this.
    • Deny more requests? Well, yes, that would help, but it would be maddening in an entirely new way. Personally, I'd rather wait.
    • Investigate requests with less rigor? That, too would help. But it would mean more 'scams' getting through. Again, personally, I'd rather wait.

    Given the situation, acceptable or not, what else can they do?

    (one thing not on my list, but I hope they do: do a better job of anticipating responses to sales and mass suspensions, do a better job of preparing for returning vets who can't remember account details — it's hard to have the right amount of stuff for the busiest months, without overpaying during the quiet ones, but surely there is a better balance than we have seen in 2018)

    "Face the facts. Then act on them. It's ...the only doctrine I have to offer you, & it's harder than you'd think, because I swear humans seem hardwired to do anything but. Face the facts. Don't pray, don't wish, ...FACE THE FACTS. THEN act." — Quellcrist Falconer

  • Zoop.1360Zoop.1360 Member ✭✭

    @Illconceived Was Na.9781 said:
    I agree: it's crazy and maddening that there ever was a backlog longer than a week and worse, that it's been months without sign of things getting better. On the other hand, what can we expect ANet to do?

    • Hire more people? They have said they have done this. It unfortunately takes time to find good staff and bring them up to speed on the oddities of the game (and how to help legit concerns without giving freebies to the undeserving).
    • Prioritize account issues? They say they do this.
    • Deny more requests? Well, yes, that would help, but it would be maddening in an entirely new way. Personally, I'd rather wait.
    • Investigate requests with less rigor? That, too would help. But it would mean more 'scams' getting through. Again, personally, I'd rather wait.

    Given the situation, acceptable or not, what else can they do?

    (one thing not on my list, but I hope they do: do a better job of anticipating responses to sales and mass suspensions, do a better job of preparing for returning vets who can't remember account details — it's hard to have the right amount of stuff for the busiest months, without overpaying during the quiet ones, but surely there is a better balance than we have seen in 2018)

    I will say that I haven't had this bad support in a very long time and it's not the first time it happens to Arenanet either. They quite regularly get swamped with support tickets and then this fiasco happens. It's just the first time (to my knowledge) that it last so long. There's clearly a huge problem in their support department and they should have addressed this ages ago.

    Another problem is that they create more support issues through their poor design decisions. As an example, to do a simple password reset requires you to know your serial key and a character name. This is absolutely ridiculous for a password reset and no doubt a huge contributor to support tickets being made. Same goes with not being able to change your email address without contacting support. This is a standard feature that pretty much every big MMO has by default. The amount of times it saves accounts from being hacked cannot justify the sheer inconvenience or lost man-hours in the support department.
    From my perspective, they can do the following to help:

    *Remove the serial and character name requirements from password resets. Keep those only if a player needs to recover an account when password reset has failed.
    *Remove Guild Wars 1 character name from the requirements to log in to the original game.
    *Let players change their email address themselves. Just implement better authentication around email address changes.

    These 3 things alone should already make a decent dent in the amount of tickets. The hassle these systems create is not worth the benefits of having them. When people have to wait 3 weeks for a support resolution before they can play a game for an arbitrary reason like "forgot character name", it's a sign that your systems are not optimised at all. And there are many GW1 players who have been locked out of the game, as indicated by the complaints here and on Reddit.

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

    I don't think less security measures would help with the ticket backlog, but create even more. One might not have been around when security wasn't so stringent, and experienced the amount of hacked accounts and bots and Gold-sellers in-game.

  • Zoop.1360Zoop.1360 Member ✭✭
    edited July 11, 2018

    I completely disagree. Accounts get hacked in every MMO on the market. It's not an issue that disproportionately affects GW2. Considering we still hear about hacked accounts regularly, these measures clearly aren't solving the problem.

    These excessive security measures likely cause way more support tickets than they prevent hacked accounts. It's a ham-fisted way of doing it and there's a reason Guild Wars (1 and 2) is the only MMO on the market to use these measures. They're simply not good security solutions.

    If you have proper 2FA or an authenticator app (both of which Arenanet has), these security measures should not be necessary. It's not 2012 anymore. Expecting people to remember character names in order to reset their password is simply not a reasonable security measure.

  • Maybe they should to a little "shift left" stuff. It means getting less work for the support and add it to the customer. Add self services so the user can change passwords, emails and Authentificator change alone if the got all needed stuff. This would remove a lot of work and the user gets what he wants immediatly.

    I have added key, 3 Char names, email, etc. to my ticket 6996405 and now i have to wait 3 weeks. Or more to get the authentificator reset.
    Today there should be a proper self service. Most companys couldn't efford to do this all by hand.

  • DynDasE.6254DynDasE.6254 Member
    edited July 12, 2018

    @Paulyj.5483 said:

    @Zoop.1360 said:
    This is what makes me the most upset. I can see that there was activity on my ticket after I made it, but no response whatsoever.

    >
    My "last activity" updates at least 3 times a day without me opening them. Almost feels like they're being ignored which most likely isn't the case, but it's irritating to see.

    This happened to me too. The tickets seldom updated the time of "last activity" once in every week, but there was no response from the support officer.

  • ID: 6964612
    I created this ticket 22 days ago. Until today I didn't even receive a response. It seems to me the support doesn't care at all about this. Really sad. :-(

  • 14 days and nothing, it had activity but no answer. I dont want to play until this issue is resolved because at the moment i feel like my account has been robbed.

    ID: 6979711

  • @Dante.2730 said:
    14 days and nothing, it had activity but no answer. I dont want to play until this issue is resolved because at the moment i feel like my account has been robbed.

    ID: 6979711

    If you still can login you should. Change password of the game, email and set up a 2nd factor authentification like email or so if not done already.

    BTW, Can i priorise my ticket by buying gem cards ;)

  • Cuddy.6247Cuddy.6247 Member ✭✭✭

    @Illconceived Was Na.9781 said:

    @Zoop.1360 said:
    This is absolutely unacceptable. I'm trying to recover my Guild Wars 1 account, but almost a week and not even a peep or a squeak. I have my username and password, all I need is for someone to tell me one of the character names so I can log in and play. But nah, nothing from support's side. #6990098

    I can't remember the last time I encountered such terrible support. Backlog or no, this is disastrous. I almost can't believe your support systems are this bad. Come on! No doubt Guild Wars 1 support tickets are also getting the least priority in the queue.

    I agree: it's crazy and maddening that there ever was a backlog longer than a week and worse, that it's been months without sign of things getting better. On the other hand, what can we expect ANet to do?

    • Hire more people? They have said they have done this. It unfortunately takes time to find good staff and bring them up to speed on the oddities of the game (and how to help legit concerns without giving freebies to the undeserving).
    • Prioritize account issues? They say they do this.
    • Deny more requests? Well, yes, that would help, but it would be maddening in an entirely new way. Personally, I'd rather wait.
    • Investigate requests with less rigor? That, too would help. But it would mean more 'scams' getting through. Again, personally, I'd rather wait.

    Given the situation, acceptable or not, what else can they do?

    (one thing not on my list, but I hope they do: do a better job of anticipating responses to sales and mass suspensions, do a better job of preparing for returning vets who can't remember account details — it's hard to have the right amount of stuff for the busiest months, without overpaying during the quiet ones, but surely there is a better balance than we have seen in 2018)

    It started in April. It's halfway through July. They've had enough time to work on establishing a temporary support system.

  • Cuddy.6247Cuddy.6247 Member ✭✭✭

    @metalTiffy.7106 said:
    Maybe they should to a little "shift left" stuff. It means getting less work for the support and add it to the customer. Add self services so the user can change passwords, emails and Authentificator change alone if the got all needed stuff. This would remove a lot of work and the user gets what he wants immediatly.

    I have added key, 3 Char names, email, etc. to my ticket 6996405 and now i have to wait 3 weeks. Or more to get the authentificator reset.
    Today there should be a proper self service. Most companys couldn't efford to do this all by hand.

    I agree. My tickets have taken forever just to change my e-mail. I don't see why I have a dozen security features if I can't use them to change my sign-in at my own leisure.

  • Carnak.6271Carnak.6271 Member ✭✭

    5 days of waiting, going on 6, still no answer. I can't log in on my normal account, I have to use my husband's account and I can't play. I would imagine they would prioritize the fact that some people can't even log in to their game or play, but it doesn't seem to be the case. This is unacceptable...

    6995998 - Still waiting. Account issue / Authenticator issue

  • Hi,

    I just need to remove the authentificator from my account after reinstalltion of my pc.
    Opened a ticket on the german page 6996405
    Added the key and 3 char names.
    Also write a mail a day after with english translation after i read that german support takes even longer.

  • 19 days and nothing. F2P should have separate support...

  • Carnak.6271Carnak.6271 Member ✭✭

    8 for me and I think I'll wait a lot more...

  • Zoop.1360Zoop.1360 Member ✭✭
    edited July 17, 2018

    11 days and I STILL can't play the game I paid for.
    Nobody can tell me this kitten is excusable. Why are no outlets picking this story up? It's absolutely disastrous. In 2018 we have people unable to play an MMO because they're waiting weeks for support. I've never seen another company tank their support channels this hard.

  • Cuddy.6247Cuddy.6247 Member ✭✭✭

    @Zoop.1360 said:
    11 days and I STILL can't play the game I paid for.
    Nobody can tell me this kitten is excusable. Why are no outlets picking this story up? It's absolutely disastrous. In 2018 we have people unable to play an MMO because they're waiting weeks for support. I've never seen another company tank their support channels this hard.

    Right now the bigger issue for me is ANet's been silent on it. They made one comment on it over a month ago now, when the problems were already nearly 2 months old, and people are still waiting several weeks. It's getting kind of insufferable.

  • Carnak.6271Carnak.6271 Member ✭✭

    It doesn't seem the situation improved at all, despite this being somewhat dire. People (like me) can't play, and not being able to play for a month is just... lets just say it should be a priority to fix that...

  • after a month of waiting for an answer, received a response from technical support, but at the moment I can safely say only one thing: they do not read the text of messages and do not look at the screenshots that applied to the task. after several messages from my tests and checks of connections and ports they suggest me to do the same.
    I applied all these data in advance, knowing that it might be necessary for them to avoid unnecessary correspondence, but apparently the competence of individual employees does not allow them to go a little further than the template solutions and read everything at once. of course, the problem is not solved
    Ticket #6956328

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

    I think policy requires them to follow the script; update your ticket to get past the first level of support.

    Good luck.

  • Bloodstealer.5978Bloodstealer.5978 Member ✭✭✭✭

    6981565 - 19days and still counting
    6999736 - 6 days and still counting

    I can understand why some people are beginning to loose patience with all this … a week I can understand but like 3 weeks+ is airing on the side of unpalatable imo.

    Life is what YOU make it... NOT what others tell you!

  • jcH.7109jcH.7109 Member ✭✭

    Having worked in customer service before, I kinda understand the long response times to tickets. I used to be a warehouse associate responsible for processing online orders, creating invoices, preparing items for shipment, responding to email inquiries, etc. Having several other responsibilities, I think it's reasonable that I'd sometimes be unable to address the emails for a few/several days. However, if a customer simply gave us a call, response was immediate obviously. Ideally, customers should send an email containing important information (sometimes including pictures to make things easier) regarding the issue and then also give us a call while referencing that email. It makes it easier to quickly grasp the situation as opposed to having someone try to give a lengthy explanation over the phone.

    And this is the main problem with ArenaNet. There is no support phone number that you can call. Having a smaller team is no excuse for this. You don't exactly need a gigantic calling center to offer customer support over the phone. I assume that ArenaNet doesn't believe it is worth the money/effort/time to set up lines for CS.

  • Tangram.1805Tangram.1805 Member ✭✭

    24 days now.. should I be worried that CS is okay? ._.

  • 19 days of complete radio silence on a problem that shouldn't be trivial on any level, I was dumb enuff to try and stat swap a precursor, since there was no warning of it turning into a normal ascended, and what I've researched (about other equally dumb as I) it should be a fairly quick job to replace it... Yikes...

  • Eloc Freidon.5692Eloc Freidon.5692 Member ✭✭✭✭

    I submitted a ticket about a lost Gift of War Prowess while getting ready to make multiple legendary armor pieces. It happened during the server crashes when the new LW chapter released. A month of full Diamond claim tickets gone in an instant. Haven't felt like playing WvW ever since.

  • circuitnerd.5863circuitnerd.5863 Member ✭✭✭

    I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now.

    Certifiable gameaholic

  • Blocki.4931Blocki.4931 Member ✭✭✭✭

    @circuitnerd.5863 said:
    I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now.

    Yeah that will totally help

    Smugly chuckling forever.
    My sentence doesn't make sense? Well, I probably forgot to write half of it before posting.

  • circuitnerd.5863circuitnerd.5863 Member ✭✭✭

    @Blocki.4931 said:

    @circuitnerd.5863 said:
    I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now.

    Yeah that will totally help

    It does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone.

    Certifiable gameaholic

  • Blocki.4931Blocki.4931 Member ✭✭✭✭

    @circuitnerd.5863 said:

    @Blocki.4931 said:

    @circuitnerd.5863 said:
    I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now.

    Yeah that will totally help

    It does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone.

    OR it isn't going to change a single thing because they can't magically resolve all those tickets that just grow in numbers every single day and it will even get worse with additional pressure

    Smugly chuckling forever.
    My sentence doesn't make sense? Well, I probably forgot to write half of it before posting.

  • circuitnerd.5863circuitnerd.5863 Member ✭✭✭

    @Blocki.4931 said:

    @circuitnerd.5863 said:

    @Blocki.4931 said:

    @circuitnerd.5863 said:
    I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now.

    Yeah that will totally help

    It does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone.

    OR it isn't going to change a single thing because they can't magically resolve all those tickets that just grow in numbers every single day and it will even get worse with additional pressure

    So you find this sort of response time acceptable from a company? I get faster response times from the government than this.

    Certifiable gameaholic

  • Blocki.4931Blocki.4931 Member ✭✭✭✭

    @circuitnerd.5863 said:

    @Blocki.4931 said:

    @circuitnerd.5863 said:

    @Blocki.4931 said:

    @circuitnerd.5863 said:
    I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now.

    Yeah that will totally help

    It does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone.

    OR it isn't going to change a single thing because they can't magically resolve all those tickets that just grow in numbers every single day and it will even get worse with additional pressure

    So you find this sort of response time acceptable from a company? I get faster response times from the government than this.

    No, but I don't believe they are doing it for fun. This 13 page thread exists because they know it's a big issue right now, but the problem only grows and doesn't just disappear overnight. I hope their new hires get into their job quickly to work through it.

    Smugly chuckling forever.
    My sentence doesn't make sense? Well, I probably forgot to write half of it before posting.

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

    You do realize that once the BBB is involved, Support can no longer assist you.

    Best of luck.

  • Alga.6498Alga.6498 Member ✭✭✭✭

    2nd July.... still no reply. :disappointed:

    | Separatist | Nightmare Court | Inquest | White Mantle | Sunspears | Loyalists | Ascalon | Kryta | Ebonhawke | Elona | Istan | Kourna | Vabbi | Cantha | Luxon | Kurzick | 71 characters | "Rally to me, Ascalonians!" "Keep Ascalon in your heart." "May the Gods protect you." "Be blessed by the Six."

  • Ticket # 6980825
    Waiting 20 days now for a response to a ticket.

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