Customer Support Ticket Response Times [MERGED] - Page 14 — Guild Wars 2 Forums

Customer Support Ticket Response Times [MERGED]

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  • It takes way too long for a response. Are they on holidays right now?

    Ferguson's Crossing Server Leader

    VR

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

    This thread makes me angry. That entitlement.. idk guys. We just came from a time where people spammed so many tickets they had to hire new people and it still took up to 3 or 4 weeks for a response, now you wait a couple of days and you're done with it? I wouldn't even complain before a full week passes. Sure, it's annoying and I can see why you'd push the "this shouldn't happen" angle, but this is far from needing an outrage

    Logging out forever.

  • hunkamania.7561hunkamania.7561 Member ✭✭✭
    edited September 25, 2018

    @Blocki.4931 said:
    This thread makes me angry. That entitlement.. idk guys. We just came from a time where people spammed so many tickets they had to hire new people and it still took up to 3 or 4 weeks for a response, now you wait a couple of days and you're done with it? I wouldn't even complain before a full week passes. Sure, it's annoying and I can see why you'd push the "this shouldn't happen" angle, but this is far from needing an outrage

    Oh ya... other games respond right away but we should be ok with anet taking days/weeks to respond?

    Ferguson's Crossing Server Leader

    VR

  • @hunkamania.7561 said:

    @Blocki.4931 said:
    This thread makes me angry. That entitlement.. idk guys. We just came from a time where people spammed so many tickets they had to hire new people and it still took up to 3 or 4 weeks for a response, now you wait a couple of days and you're done with it? I wouldn't even complain before a full week passes. Sure, it's annoying and I can see why you'd push the "this shouldn't happen" angle, but this is far from needing an outrage

    Oh ya... other games respond right away but we should be ok with anet taking days/weeks to respond?

    Exactly. I have noticed that there is a strange logic here; as if it were the user who was wrong, and not the support. They would even be ready to justify delays of weeks. Are you serious? I've had experiences on dozens of mmorpg (some much poorer than GW2), but I've never seen or heard anything like that (except once when the same location of the support had been submerged in the snow and were understandably backward with the tickets). For the rest, I've always waited max 48h to get an answer. Now here we do not even talk about this period; say 72 hours, but before writing I read dozens of posts that complained weeks of waiting (someone even a month). If you do not believe it, check how many threads have been opened in this regard. You will also notice that this problem has persisted for months ...

    I am also interested in this aspect. Efficient support certainly makes the game better and more reliable ... And at the moment I have some doubts about it ...
    If this makes you angry ... Your problems .

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭
    edited September 26, 2018

    If you are interested, you can read the official responses on this forum, as well as the old forums. Oh, and on Reddit, as well.

    Good luck.

  • Ayrilana.1396Ayrilana.1396 Member ✭✭✭✭

    They’re backlogged because they’re inundated with player requests to fix mistakes they’ve made amongst other things.

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

    Why are you still waiting for a request you made 2 years ago that was denied? They can't really change these names without breaking your account, they're not going to do that

    Logging out forever.

  • Bovine.4382Bovine.4382 Member ✭✭
    edited September 27, 2018

    Thank you Blude! Someone who actually sees logic! Nothing i have said here is out of line with what every person has a right to. The most frustrating problem is they know there is a huge wait for the tickets, yet they make no effort to implement other ways to get things fixed. They could easily add something to reset the SMS by just making it ask me some questions about my account that only i would know.....VERY easy and it avoids MORE tickets. Stuff like this is what a quality customer service would provide. To me it just seems like they are either lazy or don't even care or both.

  • Just got a reply to my ticket! Whoever saw this and mentioned it to customer support, THANK YOU! You have no idea what it is like having to wait a week just so you can get into your own account! Now the reply did ask for some more information, which i have replied back to. I just pray and beg of you guys, don't make me wait another week for a reply! I just want to get my account back lol!

  • edited September 28, 2018

    @Player.9621 said:
    i think they ignore anything they either cant/wont fix or would otherwise not matter if they just ignored it long enough

    like pretending your little brother transferred your character, the standdown to return is 1 week, they can just ignore it anf the problem fixes itself in a week

    The CS Team does not ignore any tickets. If there are instances where the request cannot be fulfilled, or when the "facts" behind the request are a little sketchy, they'll work with the player and will inform them of what they can and cannot do. We don't let tickets "sit" in hopes that the issue will resolve itself or that the customer will go away. We endeavor to answer all tickets. The queues have been honed down to better volumes lately, and most responses are coming in a few days, even while some outlier or unusual cases can take longer, as always.

    As far as changes to display names, changing the names is a risky proposition, and it can result in account issues. The CS Team makes this clear when they are asked to make a change, and they inform the player of the risks involved.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • Randulf.7614Randulf.7614 Member ✭✭✭✭
    edited October 3, 2018

    Bovine.4382 said:
    Just got a reply to my ticket! Whoever saw this and mentioned it to customer support, THANK YOU! You have no idea what it is like having to wait a week just so you can get into your own account! Now the reply did ask for some more information, which i have replied back to. I just pray and beg of you guys, don't make me wait another week for a reply! I just want to get my account back lol!

    If memory serves, once you are being assisted with, your ticket is given a certain level of priority. ie You shouldn't have to wait long for a follow up to info they have requested

    What sleep is here? What dreams there are in the unctuous coiling of the snakes mortal shuffling. weapon in my hand. My hand the arcing deathblow at the end of all things. The horror. The horror. I embrace it. . .

  • I am reading this discussion and become little bit scared
    Already 2 days cant join sPvp because of ranked/unranked button bug, and for only pvp player it is pretty big deal
    Send my ticket but hope it would take less time then 8 days to reply ;/

    Live chat or active forum bug report solving would be great.
    One sentense "We are investigating" will already reject all negative
    Obscurity is more annoying and causes discontent

  • Guess that I have only had to open 2 tickets in 6 years, which is great, but have never gotten any resolution to either one.

  • @MRSKITTY.1682 said:
    Guess that I have only had to open 2 tickets in 6 years, which is great, but have never gotten any resolution to either one.

    Your ticket response was that the CS Team was working on your issue; you must give them time to assist you.

  • So, I'm usually not the type of person who get's easily annoyed or impatient, or who even complains about a little wait.
    That being said, it is unreasonable for a minor issue, that would've been fixed within 5-10 minutes of work, to have to wait 8 days (and counting). A day after opening the ticket it got viewed by CS, though there were no further questions or even a simple reply that they're looking into it.
    This has been my first ticket ever, and so far, I'm disappointed.

    For anyone interested, this is what happened:
    Did Qadim CM with my static group and didn't get the reward while everyone else did. Sounds easy to fix to me, given the fact that I could even provide proof that I was participating in the kill itself in form of a PoV.

  • Minor issues are lower on the priority list than access issues, etc., so may take longer.
    The activity on the first day was likely your tickets being routed to the pertinent CS Team's queue.

    Good luck.

  • I get that it's not a top on the priority list, but Arena.net is not some small indie company. Fixing my issue would take 5-10 minutes, at max. Taking over a week for something like this is a huge dealbreaker and if I'd be in charge of the CS-Team, I'd be ashamed of my coworkers tbh.

    Thank you tho.

  • Support response time is not acceptable for such big company like Arena net and huge community game like GW2
    In 2018 response time should be 1-2 workday max!
    Please fix this situation and optimize support department

    It cause negative emotions about company and feeling like client is not important

  • Setz.9675Setz.9675 Member ✭✭

    I currently have 2 tickets open (about the same issue and I don't think I can remove the 2nd one) and the initial response was very fast, about 4 hours after creating the ticket I got a response and help. Although the help I got was tremendous and I feel very lucky to be where I am with my issue, I don't know when to expect the next reply or if I even should pursue the issue further since ''it's a one time thing for your account'' and I don't feel like I have the right to push my luck. The last reply was 4 days ago.

    Short story: basicly In an attempt to quit GW2 I gave away the most valueble things in my bank and deleted my characters with the thought that If I ever wanted to return I would return to nothing which would be a 2nd deterrent to not play this game.
    The grass isn't greener on the other side, I can't even maintain 1 up to date character in the gear progression scene due to my irregular free evenings making static groups nearly impossible and here I am again, spoiled rotten due to the no gear treadmill but with an empty account.
    Of the 23 characters I deleted on the day I quit, 17 have been restored which I am truly thankful for but of the 6 missing characters 5 are very very important to me (very high birthday age / map completion / legendary armor equipped) and I don't know if I can still pursue those characters or not.
    (I absolutely don't ask or expect the things I gave away to be restored, actions have consequences but 6 years of work being lost in 1 dumb impulse of mine is sour).

    Does anyone have experience with having their characters restored?
    Is the fast replies to slow replies a normal thing and is it based on priority? Should I just be more patient?

    Overal I have to say CS is very good. Looking in my history of tickets, responses are usually between an hour to 3 days with my issues being resolved.

  • You can (and should) close the second ticket by replying to the email with, "This is a duplicate ticket, please close." And, include the original ticket's ID number.

    You can expect the CS Team is still working on your request until they finalize their response to the issue of restoring your characters. It may take some time.

    Good luck.

  • Linken.6345Linken.6345 Member ✭✭✭✭

    @Setz.9675 said:
    I currently have 2 tickets open (about the same issue and I don't think I can remove the 2nd one) and the initial response was very fast, about 4 hours after creating the ticket I got a response and help. Although the help I got was tremendous and I feel very lucky to be where I am with my issue, I don't know when to expect the next reply or if I even should pursue the issue further since ''it's a one time thing for your account'' and I don't feel like I have the right to push my luck. The last reply was 4 days ago.

    Short story: basicly In an attempt to quit GW2 I gave away the most valueble things in my bank and deleted my characters with the thought that If I ever wanted to return I would return to nothing which would be a 2nd deterrent to not play this game.
    The grass isn't greener on the other side, I can't even maintain 1 up to date character in the gear progression scene due to my irregular free evenings making static groups nearly impossible and here I am again, spoiled rotten due to the no gear treadmill but with an empty account.
    Of the 23 characters I deleted on the day I quit, 17 have been restored which I am truly thankful for but of the 6 missing characters 5 are very very important to me (very high birthday age / map completion / legendary armor equipped) and I don't know if I can still pursue those characters or not.
    (I absolutely don't ask or expect the things I gave away to be restored, actions have consequences but 6 years of work being lost in 1 dumb impulse of mine is sour).

    Does anyone have experience with having their characters restored?
    Is the fast replies to slow replies a normal thing and is it based on priority? Should I just be more patient?

    Overal I have to say CS is very good. Looking in my history of tickets, responses are usually between an hour to 3 days with my issues being resolved.

    Well if I were the cs person I would give you 1 character back since you willingly deleted all of em.
    You already got 17 of em back so should be happy they were that nice tbh, still you cant get any answer worse then no so try it.

  • Blackarps.1974Blackarps.1974 Member ✭✭✭

    CS team needs more employees. Lots of slow times this year. Tons of congestion and tickets going on for weeks. You can even see people having to resort to asking on reddit for help because CS takes so long.

  • Setz.9675Setz.9675 Member ✭✭

    After 5 days another character was restored (with my legendary armor yay) sadly my 6 year old characters have moved on the next imaginary world.

    Overal good experience with CS team, 5 days may seem long but don't forget that they average about 3000 tickets a day. Some issues have lesser priority than others and that's something customers will simply have to deal with.

  • Sabas.8431Sabas.8431 Member ✭✭
    edited October 5, 2018

    Hello everyone,

    So this week I had to contact support to try and recover my old (this) account.
    After 3 days I received the message that my password had been reset and I was given instructions on how to access my old (this) account.
    In the last bit of the email it was asked if I needed further assistance, which I did, so I replied to that email directly.

    Was that a mistake? Would I need to create a new ticket?

    To make things worse I have a feeling my issue is a little bit time dependant. Before I could restore my old account (6 years + HoM) I thought I lost it forever and created a new account on which I purchased the expansions. After restoring my old account I would like to get those keys refunded or transferred. I'm afraid that by the time support gets back to me I won't be able to get those keys refunded. I'm bit lost to what I'm supposed to do in this situation.

  • The CS Team will probably assist you on transferring your Serial Keys to your old account. Of course, they can transfer no progress. It would not be necessary to create a new ticket, as it pertains to the same account access issue.

    Good luck.

  • I see that I'm not the only one having issues with the support tickets. As long as they have your money, who cares about helping us right Arena.net! EA much guys? Sheeesh.

  • I asked for a game refund 5 days ago, got a response after 3 days to confirm a refund request and then nothing. There has been activity on my ticket since then that wasn't me, but still no reply. Both expansion packs are still active on my account which leads me to believe the process has not even been started. This issue is extremely urgent to me but apparently only to me and I feel like I'm being ignored.

  • how long does it take normally take for some one to reply to a ticket as it has been 4 soon to be 5 days and the past 2 tickets ive done only took around 1 1/2-2 days for a reply

  • all good its seems many people where just have issues at once

  • @Olivekat.2198 said:
    I asked for a game refund 5 days ago, got a response after 3 days to confirm a refund request and then nothing. There has been activity on my ticket since then that wasn't me, but still no reply. Both expansion packs are still active on my account which leads me to believe the process has not even been started. This issue is extremely urgent to me but apparently only to me and I feel like I'm being ignored.

    I'm in the exact same situation. I made a ticket 8 days ago because I bought the Ultimate Edition a day before they announced the sale. My original support ticket post asked for a full refund, but said I was also open to a partial one or just being given an equivalent amount in gems if that was possible. It took a couple days for them to reply back to me that the Ultimate Edition wasn't on sale and that they couldn't give me a partial refund. They conveniently ignored my original request for a full refund, so I posted again restating that I wanted a full refund, which took another couple days for them to reply back and asked me to agree to the terms and approve the refund, which I did. That was on Monday and it's now Friday, yet still no contact from support since even though I see someone's looked at my ticket because the "Last Activity" was updated.

    I've been dealing with Logitech support at the same time because of a faulty mouse and their support vs. ArenaNet's is night and day. It took Logitech 2 days from my original RMA request to approving it and shipping me out a new one. I was going to repurchase GW2 again after the refund went through but honestly the atrocious support has left such a bad taste in my mouth that I'm considering just dropping GW2 completely. There's 2 days left of the sale and if I don't get a resolution by then, then I'll take that as a sign that ArenaNet doesn't want my money.

  • You can purchase the discounted items at full price, and the CS Team will refund 50%. Of course, this does not apply to any Ultimate Editions, ever.

    Good luck.

  • I have created a ticket (Ticket #7124464) about that I have bought the game 5 days ago, but I didn't realize there was a discount. So I would like to get second "Standard Edition" key in order to gift to my friend with the price difference instead of refund.

    It's been 4 days since I created the ticket, and still waiting. Problem is, the discount ends on Monday. And I don't know what to do now.

  • Ydeirt.3905Ydeirt.3905 Member ✭✭
    edited November 12, 2018

    Same thing i just ask for a refund for me and my wife with ticket #7127302 & #7127419 yesterday after a couple hours of "exploring" and to my surprise the game is really far in term of fps from the basegame. It's literally unplayable for us., sadly the money is urgently needed aswell. I wish the just mark the ticket as investigated, reviewed or anything like that instead of "last activity" as we as customer don't know whats going on. At least some marker or a reply would put our fear to rest, would be really appreciated if it happened.

    EDIT: Just realized got the email as the tickets has been received and reviewed on 2nd Nov. So its been 2 days now.
    EDIT2: Refund is in process around 4-5 days now.

  • This is my girlfriend account. My account was suspended after I had purchased POF because the payment bounced. I submitted a ticket 8 days ago(Ticket #7120401). Yesterday, a GM told me that it was all set and I could make a purchase. So I made a new purchase and apply a key to the account. However, my account is still suspended.

  • @gifu.5084 said:
    This is my girlfriend account. My account was suspended after I had purchased POF because the payment bounced. I submitted a ticket 8 days ago(Ticket #7120401). Yesterday, a GM told me that it was all set and I could make a purchase. So I made a new purchase and apply a key to the account. However, my account is still suspended.

    If you haven't already, you will need to update your ticket and discuss the suspension with the CS Team.

    Good luck.

  • Hey, this is not a complaint/rant post btw. Cause Guild Wars 1 has been my favorite game since it came out. Lol
    I put a ticket in to support a couple days ago about getting my guild wars 1 account back that was hacked while I was away. I'm just wondering what the usual turnaround time is for tickets? I've been dying to play lol.

    Thanks in advance =)

  • No one knows? Lol

  • Linken.6345Linken.6345 Member ✭✭✭✭

    Well they do say it can take up to 72 hours so 3 days if there is a backlog it will ofcourse take longer.

  • Wanze.8410Wanze.8410 Member ✭✭✭

    We just had a PoF sale and a new episode release, which usually means plenty of old player coming back to check out the game, so there are probably more tickets from those players to get back into their old accounts atm. Also GW2 tickets take priority over GW1 tickets:

    https://en-forum.guildwars2.com/discussion/comment/795037#Comment_795037

  • You should have received the automated response almost immediately.
    Then, usually, during normal processing times, a personal response within 72 hours.
    Lastly, the solution to the issue can take anywhere from a few minutes to several weeks. It just depends on the issue, how fast the player responds with the requisite information, how many tickets are in the queue, and the priority of the issue, etc.

    Good luck.

  • 3 days without even Hi, we are looking at it for you

  • @Archils.8463 said:
    3 days without even Hi, we are looking at it for you

    If you did not receive the near-immediate automated response, check your spam/junk folder and/or your 'Support' account.
    If you did receive the automated response, it may be that CS is back-logged due to the new release, etc.

    Good luck.

  • I wait for 5 days now. Ich cannot understand how they have a such terrible customer support.
    Ticket ID: 7210026

  • I've been waiting since the 18th for a response to mine (GW2). I didn't remember anet taking so long before I quit back in 2016. Used to get a response either same or next day. But hey at least we're not alone!

  • As we've said previously, each ticket or e-mail is handled individually, and response times can vary, depending on the issue at hand.

    You will receive an automatic response when you submit a ticket. If you do not receive such a response within an hour of submitting a ticket, then it's possible that the ticket did not get added to the system. In that rare case, you should create a new ticket and mention that you wrote (date and time would be helpful) on the same subject. Critical: Look for the automatic response, and do not create a new ticket until you are certain that you did not receive it.

    Most ticket are getting resolution in 24-48 hours. Some unusual cases will take longer.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • Aegon.7394Aegon.7394 Member ✭✭
    edited January 27, 2019

    @Gaile Gray.6029 said:
    As we've said previously, each ticket or e-mail is handled individually, and response times can vary, depending on the issue at hand.

    You will receive an automatic response when you submit a ticket. If you do not receive such a response within an hour of submitting a ticket, then it's possible that the ticket did not get added to the system. In that rare case, you should create a new ticket and mention that you wrote (date and time would be helpful) on the same subject. Critical: Look for the automatic response, and do not create a new ticket until you are certain that you did not receive it.

    Most ticket are getting resolution in 24-48 hours. Some unusual cases will take longer.

    No they dont, 3 days here and nothing, my only problem is with "Empty Window when trying to buy gems" that alot of players has.

  • Adrop.1473Adrop.1473 Member ✭✭
    edited January 28, 2019

    @Aegon.7394 said:

    No they dont, 3 days here and nothing, my only problem is with "Empty Window when trying to buy gems" that alot of players has.

    And that's what is really frustrating... I am pretty sure, that they are fixing the problem. And I heard this problem from other people. So why aren't they answering you with "Hey, we know your problem. We are already in the process of solving the problem."
    That would be a decent feedback, which let us/you know that the support team read your ticket and is already about to find a solution. So we basically cannot know, if they may read the ticket in time but need longer to fix it as usual. So when the feedback doesn't come, it leaves us in the "uncertain" area, where we get really impatient because we think that our ticket is still in the queue of billions of other tickets.
    So in my opinion, writing an answer like "Hey supporter 'xyz' is here, I read your ticket and am working on it, writing you again, if there are updates/next steps on your ticket/problem!" makes the time of waiting definitly more relaxed, because we know there is a support-hero who cares about me and my problem! That's how humans mind works.
    Greetings :)

  • @Gaile Gray.6029 said:
    Every member of our Customer Support team is located in the United States. I'm not going to ask for personal information, such as every individual's country of origin. But I strongly believe that the vast majority of our agents -- if not all our agents -- are native English speakers, and Americans, to boot.

    You are more than welcome to report any concerns you have to the CS Team. You may respond the the ticket to ask that your issue be escalated to a supervisor, explaining (respectfully, please) why you found your experience to be less than acceptable.

    As you have read, several other forum members have had a good experience with CS, and while any team that is comprised of human beings cannot possibly be 100% perfect, overall I believe our players are satisfied. Some of what you've stated, and implied, sounds negative and a little pejorative. Saying you want to "make things better" by impugning the competence and linguistic skill of anyone who is not a Native (sic) speaker hardly seems a good basis for a civil conversation. If you want to make things better, please do share your concerns with a CS supervisor.

    hey Gaile i dont mean to bother you but can you please let Arenanet know that the story Guns Gems and Steal where you kill the Joko Loyalists is broke and not working for anyone i have a ticket in and i know its gonna take a while but its one of the main storys so its very important

  • Aegon.7394Aegon.7394 Member ✭✭
    edited January 30, 2019

    @Adrop.1473 said:

    @Aegon.7394 said:

    No they dont, 3 days here and nothing, my only problem is with "Empty Window when trying to buy gems" that alot of players has.

    And that's what is really frustrating... I am pretty sure, that they are fixing the problem. And I heard this problem from other people. So why aren't they answering you with "Hey, we know your problem. We are already in the process of solving the problem."
    That would be a decent feedback, which let us/you know that the support team read your ticket and is already about to find a solution. So we basically cannot know, if they may read the ticket in time but need longer to fix it as usual. So when the feedback doesn't come, it leaves us in the "uncertain" area, where we get really impatient because we think that our ticket is still in the queue of billions of other tickets.
    So in my opinion, writing an answer like "Hey supporter 'xyz' is here, I read your ticket and am working on it, writing you again, if there are updates/next steps on your ticket/problem!" makes the time of waiting definitly more relaxed, because we know there is a support-hero who cares about me and my problem! That's how humans mind works.
    Greetings :)

    Got my problem fixed in 4 days, once cs responded they where kind and got it fixed fast.

    It would be nice if they had a thread regarding this issue that i guess is a safe lock for some accounts, that i think is great to avoid other account issues.

  • @Aegon.7394 said:

    Got my Problem fixed in 4 days, [...]

    That is actually still fine. My ticket reaches 7 days today with no answer..

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