Customer Support Ticket Response Times [MERGED] - Page 5 — Guild Wars 2 Forums

Customer Support Ticket Response Times [MERGED]

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  • Axyle.1872Axyle.1872 Member ✭✭

    Okay, I already did that then. He's still unfortunately awaiting a response, hopefully we'll get to play together next saturday i guess.

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

    @Axyle.1872 said:
    Okay, I already did that then. He's still unfortunately awaiting a response, hopefully we'll get to play together next saturday i guess.

    Hope you guys get it resolved earlier then that tho.

  • Chilli.2976Chilli.2976 Member ✭✭✭✭

    Ticket #6915108 created on May the 24th 2018 - I have updated it about 4 times asking for an update.

    twitch.tv/chillichur

  • Hello. My ticket number is #6932452, and it's about not receiving the first email verification after i signed up and paid for both expansions. I have followed the tips given to me on another post, however i fell re-posting it on here may help me as well :). I really just wanna get in and start playing :(

  • Blanche.2170Blanche.2170 Member ✭✭

    @Chilli.2976 said:
    Ticket #6915108 created on May the 24th 2018 - I have updated it about 4 times asking for an update.

    Mine has been created on May the 23. I Updated once and still no answer. I think we just have to wait and see...

    Blanche Reveuse [STV] (Guild Wars)
    Blanche Altales [STV] (Guild Wars 2)

  • ProverbsofHell.2307ProverbsofHell.2307 Member ✭✭✭✭

    It's 9 days since I created my ticket, asked for updates a couple of times. Mine is about a missing item, a very important one. :(

  • Nvy.5041Nvy.5041 Member ✭✭

    Ticket #6919266 (8 Days old) I understand posting this doesn’t push me forward or rush the process, I simply do not want to login to find out my ticket has been closed without anything being done (like I have heard happened with others) so I’m just letting you know that I’m still awaiting help with this issue, thank you & have a great day.

  • Axyle.1872Axyle.1872 Member ✭✭

    Its now been three days and my father still cant access his account. This is getting ridiculous. How do you expect players to return to your game with this type of horrendous customer service?

  • Fremtid.3528Fremtid.3528 Member ✭✭✭

    Like others I don't want to jump the queue, ticket # 6922688 I recently changed my login emails and my gem purchase emails are going to the old email that I'm going to lose soon (because its tied to my old cable service) I'm just making sure that's not something to worry about before I lose that email. Just making sure my ticket wasn't closed on sight, it's been 6 days.

  • Axyle.1872Axyle.1872 Member ✭✭

    I fully understand that my posts here wont change anything and meither will anyone elses, but could we at least be acknowledged and given an average turnaround on responses? Or could you let us know why the turnaround is so absurdly long right now? Last time my father came back to the game he had a response within an hour, this time he still hasnt heard back in nearly 72 hours. This is the type of thing that stops players from returning and turns away players seeking to join or seeking to continue. We need communication so we can at least begrudgingly understand even if we dont like the answer.

  • Nero.7602Nero.7602 Member ✭✭

    5 days waiting for support, is this normal? should i do anything more or just wait until they contact me?

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

    @Nero.7602 said:
    5 days waiting for support, is this normal? should i do anything more or just wait until they contact me?

    Due to high volume at this time, tickets may run 10 days or more. You need do nothing, save wait for your ticket to make its way through the queue.

    Good luck.

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

    @Nvy.5041 said:
    Ticket #6919266 (8 Days old) I understand posting this doesn’t push me forward or rush the process, I simply do not want to login to find out my ticket has been closed without anything being done (like I have heard happened with others) so I’m just letting you know that I’m still awaiting help with this issue, thank you & have a great day.

    They were closed becouse a people created more then 1 ticket at a time for the same thing or b another ticket for a thing they already got a negative answer for.

  • Blanche.2170Blanche.2170 Member ✭✭

    I have 2 accounts and a ticket on each account since 13 days now. I have refresh each one 6 days ago and I still have no answers. I can't log in my GW original account that's why I opened those tickets... But 13 days it look like a joke as my brother had an answer 24h after and got access to his account 72h after the ticket has been opened...

    Blanche Reveuse [STV] (Guild Wars)
    Blanche Altales [STV] (Guild Wars 2)

  • I agree with this. These wait times are really turning me off this game. I really want a refund for my expansions now. I haven't even gotten to play them. This is past a joke.

  • For such a simple mistake, this is stupid it can't be fixed faster then it is at the moment

  • Please take a look at 6914469

  • Cuddy.6247Cuddy.6247 Member ✭✭✭

    I'm slightly appalled that they'll continuously let this volume get to them. It's not like things have been speeding up - it's been like two months of non-stop long queues.

  • Instead of waiting for my ticket #6932452 to be responded to without being able to play Guild Wars 2, i have created a F2P new account. Will the devs be able to transfer the expansions i paid for on my "old account" that i can't play on (Have yet to receive the email of verification for the account, that's what the ticket is about)?
    Otherwise, it will just get to the point where I've been waiting waiting long enough to not want to play the game and just want a refund at the end of this process?

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

    They should be able to 'transfer' the expansion Serial Keys (or remove the old Keys, and issue new ones for your Play4Free account). They've certainly done similar in the past.

    Good luck.

  • Jarlbboi.1780Jarlbboi.1780 Member
    edited June 5, 2018

    I'm just over here waiting for a password change for my older account that i thought was lost. I put a ticket in two years ago and within an hour had my account reset before. The problem is that i lost my serial codes to a house fire 4 years ago otherwise i would have still had it. (why this game needs serial codes for a bloody password reset blows my mind) I put a few tickets in the night before and closed all except the one i linked which i posted last night (yes i realized that was a bad idea but i was going off the assumption this would take a few hours). Boy was i sorely mistaken... and I can tell my ticket has been looked at too. #6938919

  • New people are going to love customer service... seriously Anet you gotta look into this stuff if it was slow BEFORE the influx of new players imagine now... sadly my issue isnt really an issue I bet it'll be weeks for mine just want to change our guild TAG which has been done before by CS request. I come here mostly to vent :) At least Gale replied originally to this thread.

    King Isk Redlemur, GM of Xtraordinary Slackers [XTRA]/LXS (GW2, SWTOR) ](https://www.xtraordinaryslackersguild.com/ "Xtraordinary Slackers (GW2, SWTOR) ") Recruit thread <-

  • Blanche.2170Blanche.2170 Member ✭✭

    @EriskRedLemur.7153 said:
    New people are going to love customer service... seriously Anet you gotta look into this stuff if it was slow BEFORE the influx of new players imagine now... sadly my issue isnt really an issue I bet it'll be weeks for mine just want to change our guild TAG which has been done before by CS request. I come here mostly to vent :) At least Gale replied originally to this thread.

    You'll be lucky if it's only a week.
    I'm now waiting for 14 days without any information to get my log for GWO...

    Blanche Reveuse [STV] (Guild Wars)
    Blanche Altales [STV] (Guild Wars 2)

  • Oimmuk.3185Oimmuk.3185 Member ✭✭

    I just don't even want to play the game anymore, I am disillusioned with the ticket system and the slower than molasses response times. Reading all these post here and others it seems that GW2 just does not care for it's customer base, not one iota.

  • It took them a while to respond to my tickets when I couldn't remember my username / PW combo, but that's in the past..
    Now if only my friend could get back in so we could play together it would be great...
    They've been waiting for 10 days thus far, hopefully, they hear something soon...

  • Cyanchiv.2583Cyanchiv.2583 Member ✭✭✭

    I've only used Customer Service 3 times since starting this game at launch due to issues with not being able to access the game. Each time I had communication from a human being who appeared to be perfectly fluent in English, my main language, and appeared competent in their knowledge of the issue and the game in general. My problems were always resolved in less than 24 hours. In my personal experience I would claim that they are very good at what they do.

  • Zaraki.5784Zaraki.5784 Member ✭✭✭✭

    Since gw2 is translated in other languages, french, german and spanish (puttig aside chinese since it's almost a completely different game), does it have CS members for those languages as well? Some people may be uncomfortable at holding a conversation in english.

    "Sticks and stones may break your bones but words will never be able to injure you!"
    The Grim Adventures of Billy & Mandy

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

    ^They do, indeed.

  • alcopaul.2156alcopaul.2156 Member ✭✭

    CS Team were mostly prompt and always solved my problems. Except that 1 issue wherein i unknowingly deleted my ascended crafter character. at first the interaction to a CS was kinda like laggy, saying that he might not rollback my character til i was entertained by someone who swiftly solved my problem.

    So all in all, I'm 99.999999999999999999999999% satisfied.

    Your Math Tèacher [MATH]
    Digital Headhuntaz [aBrA]

  • I've dealt with CS before and they were nothing hut awesome granted this was over a year ago - I think they are small staffed and overwhelmed right now. And they were slow already but now - if this big influx of players STAYS, they need to expand their CS staff and service.

    King Isk Redlemur, GM of Xtraordinary Slackers [XTRA]/LXS (GW2, SWTOR) ](https://www.xtraordinaryslackersguild.com/ "Xtraordinary Slackers (GW2, SWTOR) ") Recruit thread <-

  • Jarlbboi.1780Jarlbboi.1780 Member
    edited June 6, 2018

    Lmfao, they were quick to view those tickets (after i closed them down) that i placed anonymously before i used this account to comment on the forums, and place a ticket with this one. If only they were quick enough to answer my rather simple password issue "shrug" in reply to @EriskRedLemur.7153 comment I also placed one two years ago. shortly after the release of HoT kitten and it was done with in minutes 0_0

  • Azharoth.8679Azharoth.8679 Member
    edited June 7, 2018

    I also still waiting for my ticket to be answered. Previous years will got response from CS on the same day, and the problem got solve smoothly. Now looks like it takes longer for the same issue.
    I just got back to GW2 after a year leaving it unattended.

  • I wish i can just forget about it but this seriously just isn't kitten right. PoF has been out for months by now. I don't see a reason why they cant handle it. i can easily see my ticket is being looked but almost zero effort has been put into it. i get that there might be more tickets coming in or more serious tickets but like everybody here we are the customer. The game's fantastic. always has been, but the customer support...worst ive ever seen tbh. waiting almost a week for a password or just about anything for the matter is just ridiculous. i just updated my ticket. i just cant imagine this situation if this game was sub based. it would be utter Chaos.

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

    It is unfortunate for those newer to the game that this situation is their first experience with CS. Do know that it isn't from Path of Fire but from the recent ban wave, renewed interest in Guild Wars (One) due to updates, and the very recent influx of players (new and returning) to GW2.
    As stated by some of the CS Team Leads, they are as unhappy about the backlog caused by high volume as you. Be assured, it's only temporary, and, hopefully, things will soon be back to normal.

  • GM Tricky Pixie replied to my ticket #6929125. They said they can switch my account and was very helpful throughout 2-3 emails. But then right when we were about to solve my problem, they stopped emailing me. I was just wondering when I can expect a reply.

  • @Inculpatus cedo.9234 I appreciate your comment. I had no idea GW1 even had a update that's.....awesome actually, that game is my bloody childhood so i can understand the influx of tickets. I also had no idea about a ban wave. i guess i had it in my head this kitten has been going on for months lmfao

  • I've subbmited a ticket 5 days ago and didn't got ANYTHING back. Not a single emial, not a single messege on Gw2 support.
    My email adress on witch i've created this account 4 or 5 years ago got stolen and i can't get it back, so i want to change the email as fast as possible. I still have acces on the account and can log in, but can't do anything related to the email, like make in game purchases, change the password and so on.
    I don't know what to do, i submited 2 more tickets to see if i can get at least one confirmation email from one (giving a new, active email on the ticket info) , one of them was instantly closed and the other one is still up but still nothing(cheked spam, nothing there).
    This is unacceptable, i might lose my GW2 account because of this.

  • MarshallLaw.9260MarshallLaw.9260 Member ✭✭✭✭

    It's been mentioned recently that they are currently running with about a 10 day backlog so that's the reason for the delay.
    Spamming more tickets is not the way forward as the support team will need to spend more time figuring out which ticket to address and which are duplicates. When changing something as important as your email access address, the process may not be quick since staff would need to be sure this isn't a hacked account.

    best of luck

  • @MarshallLaw.9260 said:
    It's been mentioned recently that they are currently running with about a 10 day backlog so that's the reason for the delay.
    Spamming more tickets is not the way forward as the support team will need to spend more time figuring out which ticket to address and which are duplicates. When changing something as important as your email access address, the process may not be quick since staff would need to be sure this isn't a hacked account.

    best of luck

    Sould't i at least get a email from a bot?

  • MarshallLaw.9260MarshallLaw.9260 Member ✭✭✭✭

    @WolfyDy.5671 said:

    @MarshallLaw.9260 said:
    It's been mentioned recently that they are currently running with about a 10 day backlog so that's the reason for the delay.
    Spamming more tickets is not the way forward as the support team will need to spend more time figuring out which ticket to address and which are duplicates. When changing something as important as your email access address, the process may not be quick since staff would need to be sure this isn't a hacked account.

    best of luck

    Sould't i at least get a email from a bot?

    None of my previous tickets have had a bot reply, so I would say no.
    Unfortunately it's just a case of waiting. It would help if you provide your original serial code for verification as they will probably need this in order to change the email acc.

  • WolfyDy.5671WolfyDy.5671 Member
    edited June 7, 2018

    @MarshallLaw.9260 said:

    @WolfyDy.5671 said:

    @MarshallLaw.9260 said:
    It's been mentioned recently that they are currently running with about a 10 day backlog so that's the reason for the delay.
    Spamming more tickets is not the way forward as the support team will need to spend more time figuring out which ticket to address and which are duplicates. When changing something as important as your email access address, the process may not be quick since staff would need to be sure this isn't a hacked account.

    best of luck

    Sould't i at least get a email from a bot?

    None of my previous tickets have had a bot reply, so I would say no.
    Unfortunately it's just a case of waiting. It would help if you provide your original serial code for verification as they will probably need this in order to change the email acc.

    i did, that and all the other information except payment information since i haven't bought anything so far, and thank you for the help and for your time!

  • Blanche.2170Blanche.2170 Member ✭✭

    @Jarlbboi.1780 What a chance that a GM answer you. I'm still waiting for now 15 days on 2 account (GW Original). One has been view 3days ago but still no answer and the other still none activity...

    Blanche Reveuse [STV] (Guild Wars)
    Blanche Altales [STV] (Guild Wars 2)

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

    @WolfyDy.5671 said:

    @MarshallLaw.9260 said:
    It's been mentioned recently that they are currently running with about a 10 day backlog so that's the reason for the delay.
    Spamming more tickets is not the way forward as the support team will need to spend more time figuring out which ticket to address and which are duplicates. When changing something as important as your email access address, the process may not be quick since staff would need to be sure this isn't a hacked account.

    best of luck

    Sould't i at least get a email from a bot?

    Yes, you should absolutely receive the near-immediate automated response, "Thank you for contacting the CS Team."
    Check your spam/junk folders and add all ArenaNet and guildwars2.com addresses to your whitelist.
    Do not send in duplicate tickets, but update the original, even if it says closed.

    Good luck.

  • MarshallLaw.9260MarshallLaw.9260 Member ✭✭✭✭

    @Inculpatus cedo.9234 said:

    @WolfyDy.5671 said:

    @MarshallLaw.9260 said:
    It's been mentioned recently that they are currently running with about a 10 day backlog so that's the reason for the delay.
    Spamming more tickets is not the way forward as the support team will need to spend more time figuring out which ticket to address and which are duplicates. When changing something as important as your email access address, the process may not be quick since staff would need to be sure this isn't a hacked account.

    best of luck

    Sould't i at least get a email from a bot?

    Yes, you should absolutely receive the near-immediate automated response, "Thank you for contacting the CS Team."
    Check your spam/junk folders and add all ArenaNet and guildwars2.com addresses to your whitelist.
    Do not send in duplicate tickets, but update the original, even if it says closed.

    Good luck.

    OP mentions he is unable to access his emails so we can presume he is referring to contacting ANet via the Support/ticket function.
    Whereas you will probably have an automated message through emails, I have never had an automated message on the support link saying they are looking into the matter.

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

    Oh, true. Nothing will show up on the 'Support' page, as far as automated responses go.
    Still, the question asked about an automated email response, as well, and the OP should have received one of those, as a new email contact was supplied (according to the OP).

  • Yeah, i specified witch email i can not acces and witch one is active and i can use. I don't know what to do exept waiting.

  • Cuddy.6247Cuddy.6247 Member ✭✭✭

    @Inculpatus cedo.9234 said:
    it's only temporary

    It's been only temporary for only a couple months. No big deal. CS wait times have been atrocious since April. At some point somebody has to hold them accountable.

  • Nero.7602Nero.7602 Member ✭✭
    edited June 7, 2018

    @Blanche.2170 said:
    I have 2 accounts and a ticket on each account since 13 days now. I have refresh each one 6 days ago and I still have no answers. I can't log in my GW original account that's why I opened those tickets... But 13 days it look like a joke as my brother had an answer 24h after and got access to his account 72h after the ticket has been opened...

    Making 2 tickets is the worse thing you could do, unless they are not related, 2 tickets actually slows them.

    their lack of response is annoying tho mi ticket have been seen twice now, and i feel like they dont think its important nuf, wich is making me a bit angry, some forum poster had a support ticket submited way later than mine and his problem is already solved, mine is still sitting there...

  • I am gathering some information about this situation and hope to be able to provide more details soon.

    We're very sorry for the delay and are working on many levels to improve turn-around time.

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

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