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

Customer Support Ticket Response Times [MERGED]

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  • Zedek.8932Zedek.8932 Member ✭✭✭
    edited February 1, 2018

    @crashburntoo.7431 said:
    You have my full, Canadian support in the use of "armour" and "colour"... eh...

    I just know it as armour, colour, honour, etc. Or metre, centre, such little differences.
    At least one thing the German educational system did right...

    Excelsior, my name is Zedexx; Asuran Deadeye and assassin.
    The Hunter / 2x Darksteel Pistols / 2x Whisper's Secret Daggers and my Springer. That's all I need and trust.
    "We [Asura] are the concentrated magnificence!"

  • Danikat.8537Danikat.8537 Member ✭✭✭✭

    @costepj.5120 said:

    @Zedek.8932 said:

    But I would not connect "Nirvana" with anything good though.

    "Nirvana is a place of perfect peace and happiness, like heaven. In Hinduism and Buddhism, nirvana is the highest state that someone can attain, a state of enlightenment, meaning a person's individual desires and suffering go away."

    And also one of the best bands that has ever existed. (The 90's one, not the 60's one.)

    "You can run like a river, Till you end up in the sea,
    And you run till night is black, And keep on going in your dreams,
    And you know all the long while, It's the journey that you seek,
    It's the miles of moving forward, With the wind beneath your wings."

  • Blude.6812Blude.6812 Member ✭✭✭

    @costepj.5120 said:

    @Zedek.8932 said:

    But I would not connect "Nirvana" with anything good though.

    "Nirvana is a place of perfect peace and happiness, like heaven. In Hinduism and Buddhism, nirvana is the highest state that someone can attain, a state of enlightenment, meaning a person's individual desires and suffering go away."

    And a way overrated band as well!

  • Alright, you guys, it's starting smell like Teen Spirit around here. :)

    Zedek: I'm going to respond to your concerns, because you're exactly right about errors in the past. I want to work through them with you, but I agree, "errors were made" as the saying goes, and I'm in full confession mode for my part in them. Thanks for submitting that ticket so I can let you know what I found out.

    ReaverKane: I'm still working on the process for removing a post when it (usually inadvertently) quotes unacceptable content. I think we can do better, and I'll try to figure that out!

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

  • Ashamir.9574Ashamir.9574 Member ✭✭✭

    The English support on GW2 was always fast, friendly, and helpful. Zero complaints.
    My interaction with the German language support though ... personally, I think it's better to have no German language support than get a Google translated answer that makes absolutely no sense to a native speaker.
    (I'd post a screenshot, but I don't know if that's even allowed.)

  • Menadena.7482Menadena.7482 Member ✭✭✭✭

    @Ashamir.9574 said:
    The English support on GW2 was always fast, friendly, and helpful. Zero complaints.
    My interaction with the German language support though ... personally, I think it's better to have no German language support than get a Google translated answer that makes absolutely no sense to a native speaker.
    (I'd post a screenshot, but I don't know if that's even allowed.)

    Maybe training in how to use automatic translation programs would help? They are getting better but copy/pasting a random block of text will almost always come out gibberish. Stick to simple sentences that are also short. The more you know about the target language the better as it will help you spot errors.

    BTW, structurally english is closer to germanic languages than romance ones, even though english borrowed a lot of words from romance languages. So google translate will probably have a better shot with english to german than english to, oh, italian.

    In some languages words change the spelling of other words. Which in turn means they can be entirely different words. For example, I wanted to name a Sylvari something plant-like in Finnish with the word small in it but could not think of a good name offhand. Unfortunately I did not put the WHOLE name into google translate as opposed to just the last name so now people ask why I am named 'small metal disk'.

    New to the game? Feel free to give a yell if you need PVE help.

  • every time ive contacted customer service they've responded in a timely manner, courteous and informative responses. they get the job done.

    The horror...…….the horror...…….the horror...…….

  • aandiarie.7195aandiarie.7195 Member ✭✭✭

    I almost always have a good experience with customer service people. Sometimes they aren't able to fix something I messed up, but it happens. Even if someone was from another country, that's okay :)
    People from all walks of life make this world great. Whether English is someone's main language or not they usually do a good job. If anything here in the US we are behind. I know people from China who know 3-5 languages and here in the US some people barely know 1-2. I think people from other countries rock :)

  • Drew.1865Drew.1865 Member ✭✭✭

    This game has TERRIFIC and very fast support. They have always helped me when I had an issue (the issues usually revolve around me being old and forgetful)

    I don’t care what the native language of the CS for this game is. What I care about is the fact that they are always kind and helpful. Kindness is a universal language that each of us has the capability to speak and understand.

    Thank you to the Anet support!

    Hugs,

    Drew

  • @Gaile Gray.6029 said:
    Tickets definitely do not take a week to answer, as a general rule. Have you updated the ticket you submitted and asked for an update? Please don't submit a new ticket, but you certainly can respond to the confirmation ("we received your request") e-mail, if you wish.

    @Gaile Gray.6029 11 days here. I've asked for updates three times and have had no response.

  • Levikilla.3076Levikilla.3076 Member ✭✭

    This has also been a issue for one of my friends. I paid for my friend to Xfer to SoR and i accidentally told him the wrong server "GoM". He sent in a ticket over a week ago and still no reply. He wants to xfer over to Jade Quarry's Pair and was wondering if he can get this resolved by a refund or a if anet can manually move him to the server he originally wanted to go to. Sanctum of Rall. His Account name is Jesse.4631. Please Help My Friend Arenanet! so that we can play together already!

  • Woody.1976Woody.1976 Member
    edited May 7, 2018

    Same here. My buddy has been waiting on #6890368 for a simple password reset for a week. @Gaile Gray.6029 please help!

  • Dreggon.6598Dreggon.6598 Member ✭✭

    @Gaile Gray.6029 said:
    Tickets definitely do not take a week to answer, as a general rule. Have you updated the ticket you submitted and asked for an update? Please don't submit a new ticket, but you certainly can respond to the confirmation ("we received your request") e-mail, if you wish.

    Only been waiting 3 days here for a character name issue, but last time it took less than 5 hours to resolve. #6894225

  • my ticket is also a week old. i just asked for an update as gaile said.. will see if that do the work :D

  • Dreggon.6598Dreggon.6598 Member ✭✭

    I don't want to jump the queue but I do want to know if our tickets have fallen through the cracks. I saw "Last Activity" being updated on my ticket twice but I didn't get a response to it.

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

    @hailtonothing.5283 said:

    @Gaile Gray.6029 said:
    Tickets definitely do not take a week to answer, as a general rule. Have you updated the ticket you submitted and asked for an update? Please don't submit a new ticket, but you certainly can respond to the confirmation ("we received your request") e-mail, if you wish.

    @Gaile Gray.6029 11 days here. I've asked for updates three times and have had no response.

    11 days and asking for 3 updates.. yeah that's the issue buddy. Do it once after a week. From my experience with supports if you "spam" bumps your tickets automatically gets lowered in priority as if it's treated like a new request entirely. Now that is not exactly how the support in GW2 will work, but all you can do is be patient about it. Don't bump too much, your request can't be lost.

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

  • @Blocki.4931 said:
    11 days and asking for 3 updates.. yeah that's the issue buddy. Do it once after a week. From my experience with supports if you "spam" bumps your tickets automatically gets lowered in priority as if it's treated like a new request entirely. Now that is not exactly how the support in GW2 will work, but all you can do is be patient about it. Don't bump too much, your request can't be lost.

    There's plenty of advice/recommendations here to ask for an update every 3 days or so. 3x3 days is 9 days, so, you know., I'm not exactly spamming it.

  • Zephyr.8015Zephyr.8015 Member ✭✭

    @Gaile Gray.6029 said:
    Tickets definitely do not take a week to answer, as a general rule. Have you updated the ticket you submitted and asked for an update? Please don't submit a new ticket, but you certainly can respond to the confirmation ("we received your request") e-mail, if you wish.

    I have updated it several times with more information, and times etc. The last activity on the ticket was a day after I put it in, and then nothing. Basically someone looked at it and then didn't bother to do anything with it.

  • Sirc.5710Sirc.5710 Member

    @Gaile Gray.6029 I have been waiting for my account suspended to get something back. Coming back after many years of not playing and account is locked. Its been 6+ days with no response. Account is zyix.4157 and ticket numbers were #6891545 and made another #6895699 Please help. I'd really like to get back into the game with my old toons and buy HoT and PoF. Thanks

  • Zephyr.8015Zephyr.8015 Member ✭✭

    @Gaile Gray.6029 said:

    @Zephyr.8015 said:

    @Gaile Gray.6029 said:
    Tickets definitely do not take a week to answer, as a general rule. Have you updated the ticket you submitted and asked for an update? Please don't submit a new ticket, but you certainly can respond to the confirmation ("we received your request") e-mail, if you wish.

    I have updated it several times with more information, and times etc. The last activity on the ticket was a day after I put it in, and then nothing. Basically someone looked at it and then didn't bother to do anything with it.

    Or, the agent wasn't able to do anything. Or, he/she needed to speak with a supervisor or a higher-up to get advice. Or the ticket was reviewed in an automated system to verify it had not been closed by the player. (I don't know there is such a system check, but it's possible.)

    Dreggon.6598 -- It's just been three days. It's premature to worry about this one.

    hailtonothing.5283 -- I see you were helped several times today, and I'm glad it all worked out for you.

    Woody.1976 -- Your friend has been helped and is back on their account.

    Levikilla.3076 -- I don't know that the team is able to reverse such an error. The player chose that game world, and doing a reversal may not be within normal services. Your friend needs to wait to hear back. Alternately, the wait-time has expired and they can purchase a new transfer.

    Zephyr.8015 -- I don't see any activity except your updates.

    SOULFLY.7942 -- I also do not see activity on this one.

    I can't escalate or "jump the queue" on any tickets, as I'm sure you can appreciate. (I mean, that would just be inappropriate and unfair to do, right?) However, because the last two are so far outside of what I was told were the norms, I will ask about them and if I have any information to share, will post it later.

    Even so, they could have said we are escalating your ticket to a higher individual, that would have been a response I would have been happy to hear. Just looking at it, and doing what could be viewed as nothing is not good in a support system imo.

  • To the folks still waiting, my GW1 account issue was resolved after 11 days. Once a support person responded, it took about 20 minutes to provide the required info and have them link my accounts, me to find another error, and them to resolve that too (and for me to check I could log in).
    If this is anything to go by, once they get to you it should happen fast, but you might be in for a longer wait initially.

  • Dreggon.6598Dreggon.6598 Member ✭✭

    @Gaile Gray.6029 said:

    @Zephyr.8015 said:

    @Gaile Gray.6029 said:
    Tickets definitely do not take a week to answer, as a general rule. Have you updated the ticket you submitted and asked for an update? Please don't submit a new ticket, but you certainly can respond to the confirmation ("we received your request") e-mail, if you wish.

    I have updated it several times with more information, and times etc. The last activity on the ticket was a day after I put it in, and then nothing. Basically someone looked at it and then didn't bother to do anything with it.

    Or, the agent wasn't able to do anything. Or, he/she needed to speak with a supervisor or a higher-up to get advice. Or the ticket was reviewed in an automated system to verify it had not been closed by the player. (I don't know there is such a system check, but it's possible.)

    Dreggon.6598 -- It's just been three days. It's premature to worry about this one.

    hailtonothing.5283 -- I see you were helped several times today, and I'm glad it all worked out for you.

    Woody.1976 -- Your friend has been helped and is back on their account.

    Levikilla.3076 -- I don't know that the team is able to reverse such an error. The player chose that game world, and doing a reversal may not be within normal services. Your friend needs to wait to hear back. Alternately, the wait-time has expired and they can purchase a new transfer.

    Zephyr.8015 -- I don't see any activity except your updates.

    SOULFLY.7942 -- I also do not see activity on this one.

    I can't escalate or "jump the queue" on any tickets, as I'm sure you can appreciate. (I mean, that would just be inappropriate and unfair to do, right?) However, because the last two are so far outside of what I was told were the norms, I will ask about them and if I have any information to share, will post it later.

    Thanks for the response - I don't want to jump the queue, I just wanted to make sure that I'm still in it, since sometimes tickets do get lost or accidentally closed and I don't have a way to know if that's happened except by asking here.

  • Schnuschnu.9857Schnuschnu.9857 Member ✭✭✭

    @Gaile Gray.6029 said:

    I can't escalate or "jump the queue" on any tickets, as I'm sure you can appreciate. (I mean, that would just be inappropriate and unfair to do, right?) However, because the last two are so far outside of what I was told were the norms, I will ask about them and if I have any information to share, will post it later.

    Since this seem to happen more frequently (I had this problem too as you know) I think a general information (some step that are normaly taken)on how the support really works would be good, so we know why such things happen etc. Also I want to suggest you could implement a new system. I don't know if this would be possible. The people from the support team work there for years and should know what is a normal queue. There should be a system which measures the queue length and if the queue length is far above the normal value a automated hint is shown on the support page that answers could take a bit longer due to large quantities of tickets in the system. This would give players a hint at why tickets may take longer to get an answer. Also a quick "We received your ticket but additional work is required until we can give an answer to you." would be nice as a generic reply if something like you mentioned in the top of your post is going on so players know. Sometimes we don't need an answer right away but would like to know what happend to our ticket.

  • mercury ranique.2170mercury ranique.2170 Member ✭✭✭✭

    @Sirc.5710 said:
    @Gaile Gray.6029 I have been waiting for my account suspended to get something back. Coming back after many years of not playing and account is locked. Its been 6+ days with no response. Account is zyix.4157 and ticket numbers were #6891545 and made another #6895699 Please help. I'd really like to get back into the game with my old toons and buy HoT and PoF. Thanks

    Close the second ticket. Creating more then one ticket about the same subject will delay the response time significantly as it clutters up the queue and requires more effort to see the whole picture.

  • Medori.7285Medori.7285 Member ✭✭

    I was helped after 10 days. I just wanted to let those still waiting know that help is on the horizon, it just takes a while. Be patient.

  • CloudRain.2381CloudRain.2381 Member ✭✭

    @Blocki.4931 said:

    @hailtonothing.5283 said:

    @Gaile Gray.6029 said:
    Tickets definitely do not take a week to answer, as a general rule. Have you updated the ticket you submitted and asked for an update? Please don't submit a new ticket, but you certainly can respond to the confirmation ("we received your request") e-mail, if you wish.

    @Gaile Gray.6029 11 days here. I've asked for updates three times and have had no response.

    11 days and asking for 3 updates.. yeah that's the issue buddy. Do it once after a week. From my experience with supports if you "spam" bumps your tickets automatically gets lowered in priority as if it's treated like a new request entirely. Now that is not exactly how the support in GW2 will work, but all you can do is be patient about it. Don't bump too much, your request can't be lost.

    As long as he is updating the SAME ticket, it will not cause any issues. So do not tell people that please. He can ask for updates on the same ticket if he likes, but the thing is they only see that ticket when they see it and it could cause issues on your side of checking it unless you remember the time/day you updated it.

  • Elden Arnaas.4870Elden Arnaas.4870 Member ✭✭
    edited May 9, 2018

    I have also had an issue with a long response time on a recent ticket. I don't mind the ticket taking a while to resolve as much as the fact I got no response whatsoever for 2 weeks. A simple "Thank you for putting in a ticket, please give us a little time to look into the issue." or some other appropriate response would have made a big difference.
    I had no idea the issue was even being looked into, or even if it was really an issue. The "Gather Bonus Weekend" came and went w/ no response to my ticket about one of the new gather glyphs.

    Ticket #6867144
    April 11, 2018 16:50 - opened
    April 12, 2018 11:38 - updated w/ data gathered on issue.
    April 19, 2018 21:49 - Noted that more than 1 week had passed, w/ no response.
    April 25, 2018 08:42 - Finally got a response which gave useful info, asked for clarification/screen shot. (also, the issue appears to be resolved at this point)

    I got a survey, but I didn't want to respond until I knew if I could rate the work as satisfactory, but the response time/ticket handling as unsatisfactory. IMO the ticket was not handled properly, even though I did get a useful response.(eventually)
    (edited for formatting- the new forum makes it even harder to not get a Wall O' Text)

  • I just got the same survey @Elden Arnaas.4870 and I can't say the service was good or bad. It was awful having to wait so long - but solved in about 20 minutes when they finally answered it, so the actual work was pretty good.

  • Sicarine.3985Sicarine.3985 Member ✭✭

    An update to my previous post.
    I have now received help on my issue. If you have a ticket and are worried, note that my subjective observations seem to suggest that a 11-day wait is "average" as of the 10th of May, 2018. Hang in there

  • Dreggon.6598Dreggon.6598 Member ✭✭

    @Sicarine.3985 said:
    An update to my previous post.
    I have now received help on my issue. If you have a ticket and are worried, note that my subjective observations seem to suggest that a 11-day wait is "average" as of the 10th of May, 2018. Hang in there

    11 day wait is insane, my issue would take less than a minute to fix :angry:

  • Rhapsody Dragonfly.5136Rhapsody Dragonfly.5136 Member ✭✭
    edited May 11, 2018

    My Husband is trying to recover his Guild Wars account. Its been 10 days with no response. Is it normal to have to wait this long? He turned in his info and key codes although he did give them the wrong email address at first then gave them the popper one.... It just kind of feels like no one is helping???

  • azsh.1928azsh.1928 Member

    I'm waiting long, long time and got no response whatsoever ;-( ID 6890817

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

    You can peruse the other threads on this issue to estimate current wait times.

    Good luck.

  • @Rhapsody Dragonfly.5136 said:
    My Husband is trying to recover his Guild Wars account.

    It varies a lot.

    Its been 10 days with no response. Is it normal to have to wait this long?

    It is not 'normal', but there's apparently been a huge backlog of people needing this type of support and one of the support leads posted on Reddit (about a week ago) that they were having 10-day-plus response times in some cases.

    He turned in his info and key codes although he did give them the wrong email address at first then gave them the popper one.... It just kind of feels like no one is helping???

    I'm sympathetic. It's a fundamental problem with the type of system ANet uses to provide support: it's easy to know when they need your help, but impossible to know if they are making progress, if the ticket hasn't made it through the queue to the right person, if the queue got accidentally reset by something you did or something they did.

    The forums used to include a "hey, what happened to my ticket?" thread, but... people abused it. Instead of asking just about overdue tickets, people were using it to jump the queue, escalate, appeal decisions, and so on. It became unrealistic for ANet to have someone read through all the chaff.

    For now, your husband can reply to the email he received and ask for an update. Otherwise, wait patiently (I know that's not very useful advice, but that's all that's on the table for now). Don't, I repeat, do not create a new ticket. That slows things down — they have to merge the old ticket into the new one, which (a) puts it at the end of the queue with other 'new' tickets and (b) means someone has to read & compare details in both tickets. (And apparently, it turns out, a lot of people post contradictory details.)

    tl;dr 10 days is extra long compared to normal, but apparently happening these days. Wait patiently, don't create a new ticket, and, you can ask for an update (although it probably won't result in faster service).

    "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

  • Zilyanna.5476Zilyanna.5476 Member ✭✭

    so judging by this, a fair estimated response days is a week -__- ive been trying to recover my account (ticket #6898743) (cant log into my main account or nothing) and its been 3 days with no response. I submitted another ticket after not having a response roughly 2days 20hrs into the wait (this ticket number is #6900465), still with no response to either one. ANET should work on communicating with those they are supporting better, at least simply acknowledging they have seen the ticket and give an estimated wait time for proper work to be done would be better than simply ignoring it for god knows how long, after the automated message gives you a ticket number. just my 2 cents....

  • @Zilyanna.5476 said:
    so judging by this, a fair estimated response days is a week -__- ive been trying to recover my account (ticket #6898743) (cant log into my main account or nothing) and its been 3 days with no response. I submitted another ticket after not having a response roughly 2days 20hrs into the wait (this ticket number is #6900465), still with no response to either one. ANET should work on communicating with those they are supporting better, at least simply acknowledging they have seen the ticket and give an estimated wait time for proper work to be done would be better than simply ignoring it for god knows how long, after the automated message gives you a ticket number. just my 2 cents....

    (1) reply to the second ticket and ask for it to be closed — otherwise you just slowed down the response time to your own ticket
    (2) in the best of times, support asks for 3 days to help with most tickets; you didn't wait even that long
    (3) this isn't the best of times; there's a backlog (sometimes as long as 10 days, according to one of the team leads on Reddit)

    This isn't how I would choose to handle an unexpected slow down (whether to loss of personnel or increase in tickets or whatever). But then again, I don't work at ANet so I don't know any of the specific factors with which they are dealing, only the generics that plague every support team.

    tl;dr be patient, even if that's hard to do.
    and hope that ANet doesn't let such a long delay occur again

    "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

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

    @azsh.1928 said:
    I'm waiting long, long time and got no response whatsoever ;-( ID 6890817

    Did you receive the near-immediate automated reply?

    If not, check spam/junk folders; if so, has it been more than 10 days?

  • Please kill the stupid security meassure of providing a character name.
    After a year or more I don't know the names anymore.
    And the support for this issue isn't good enough.
    10 hrs now and that sucks.

    Add an option to view the names in the online account in the browser.

    Arenanet is the only game I know who uses this security meassure.
    And I think it sucks big time.

  • Zilyanna.5476Zilyanna.5476 Member ✭✭

    @Meezcore.2137 said:
    Please kill the stupid security meassure of providing a character name.
    After a year or more I don't know the names anymore.
    And the support for this issue isn't good enough.
    10 hrs now and that sucks.

    Add an option to view the names in the online account in the browser.

    Arenanet is the only game I know who uses this security meassure.
    And I think it sucks big time.

    Yes it is a pain in the butt, however even though im almost the same as you (i have a ton of 80s but only remember one of their names since exact spelling is required), i prefer them to be this difficult for security measures instead of super easy recovery. The only thing i dislike is their response times.

  • Ticket #6893321 been 10 days have not had a reply.

  • Dreggon.6598Dreggon.6598 Member ✭✭

    10 day wait and have now had a response to my ticket with a successful outcome

  • Awheya.3796Awheya.3796 Member ✭✭

    I've been ignored by Support nearly 3 times now. (Not on this account.) Is there anything I can do? @Gaile Gray.6029

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

    ^If you are submitting duplicate tickets, you can close the duplicates and only update the original. Creating duplicates slows down the process and movement through the queue.

    Good luck.

  • Awheya.3796Awheya.3796 Member ✭✭

    @Inculpatus cedo.9234 said:
    ^If you are submitting duplicate tickets, you can close the duplicates and only update the original. Creating duplicates slows down the process and movement through the queue.

    Good luck.

    Well, my first ticket, which I updated multiple times, was closed and I received zero help. So I made a new ticket and that one was closed just a couple days afterwards, as well. They have gotten through, but whoever's reading them just seems to keep ignoring me and gives me absolutely no chance to solve my case.

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

    You can re-open a closed ticket by updating it. That may help with the time required to get through the queue. (There may be a Sticky about Ticket issues.)

    Good luck.

  • Awheya.3796Awheya.3796 Member ✭✭

    I've now updated it, once again asking for simple help. Hopefully I can get some this time..
    Thank you.

  • atheria.2837atheria.2837 Member ✭✭✭

    @Dementia.8621 said:
    Ticket #6893321 been 10 days have not had a reply.

    When I say tickets are not being answered, I am not kidding, and I can prove it with massive screenshots of those I put in and STILL have
    not gotten a single answer for.

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