Customer Support Ticket Response Times [MERGED] - Page 9 — Guild Wars 2 Forums

Customer Support Ticket Response Times [MERGED]

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

    @katubug.6378 said:
    I'm going to assume the thread is gone (temporarily?) because of the backlog.

    The thread was removed long before the migration to the new forums. It saw little activity after Gaile moved to a new job.
    You could say this is the new thread, but posting on the forums, Ticket number or no, would have not affect a ticket's resolution.
    Tickets are running anywhere from 1 day to 2 or 3 weeks due to high volume.

    Good luck.

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

    @katubug.6378 said:
    I'm going to assume the thread is gone (temporarily?) because of the backlog.

    Its been gone permanently for quite awhile before the backlog came into being mate.

  • I summited 2 ticket 1 for remove authenticator and 1 for refund (after first one 1 day) and they reply 2nd ticket first. Well Anet really dont care about they player.

  • Nero.7602Nero.7602 Member ✭✭

    Hi there a friend of mine is trying to get her account back and it has been more than 3 weeks since she told me she created the ticket, i am not trying to skip in the line but a couple of my common friends think its a good idea to make 4 identical tickets in order to get one responded, tried to convince them not to do it, but without any update i dont think i will be able to convince them, but if i can get a ETA or a status update on the ticket with id: 6961630 i will keep doing my best to avoid ppl posting identical tickets but in this case i was not able to convince them since every1 agreed that 3 weeks was waay too long of a wait.

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭
    edited June 21, 2018

    Well, you could tell your friends that submitting duplicate tickets slows down the response to their tickets, for them, as well as for everyone else. Just kicks them to the back of the queue. But, if they would rather wait longer to have their issues addressed, I guess that's on them. Really is unfortunate for everyone else, though, isn't it?

    Your friend with the ticket mentioned could update her original ticket, just to make sure it has not fallen through the cracks, though.

    Good luck.

  • Nero.7602Nero.7602 Member ✭✭

    @Inculpatus cedo.9234 said:
    Well, you could tell your friends that submitting duplicate tickets slows down the response to their tickets, for them, as well as for everyone else. Just kicks them to the back of the queue. But, if they would rather wait longer to have their issues addressed, I guess that's on them. Really is unfortunate for everyone else, though, isn't it?

    Your friend with the ticket mentioned could update her original ticket, just to make sure it has not fallen through the cracks, though.

    Good luck.

    i know it makes me sad they are soo stuborn about this, i really tried stopping them, its an awfull thing to do to the rest of the waiting ppl, since they are planning to use diferent accounts nothing bad will happen to the original ticket but i dont like the idea of other ppl getting delayed for that :C if i could just get a update or smthing to show them and make them delete the tickets i think that would be nuf, they are good ppl and they care a lot about their friends, but i dont think they care that much about ppl they dont know sadly, and they justify it saying its not their fault that anet is taking soo long to respond to tickets... i disagree with them but w/e.

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

    You aren't likely to get an update on someone else's ticket, regardless. Your friend could try Reddit; one of the Lead GMs posts over there.

    Good luck.

  • Nero.7602Nero.7602 Member ✭✭

    @Inculpatus cedo.9234 said:
    You aren't likely to get an update on someone else's ticket, regardless. Your friend could try Reddit; one of the Lead GMs posts over there.

    Good luck.

    i just want to know like yah the ticket is fine we have taken long b/c insert reason or no the ticket is not going to be responded b/c "x reason"

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

    I'm sure everyone would like to know the status of their ticket.

    Good luck, you might be one of the fortunate ones.

  • So should Arena net maybe have a warning before spending any money on the game that their support is currently MIA? I've even tried to call them and the number actually just drops you without ringing. How many levels of unacceptable does this need to be before any action is taken?

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

    @Deathanizer.3716 said:
    So should Arena net maybe have a warning before spending any money on the game that their support is currently MIA? I've even tried to call them and the number actually just drops you without ringing. How many levels of unacceptable does this need to be before any action is taken?

    Kinda weird you found a support telephone number that dont exist tho aint it =)
    They only got the support web page so no wonder they dont answer said phone mate.

  • Seera.5916Seera.5916 Member ✭✭✭

    @Deathanizer.3716 said:
    So should Arena net maybe have a warning before spending any money on the game that their support is currently MIA? I've even tried to call them and the number actually just drops you without ringing. How many levels of unacceptable does this need to be before any action is taken?

    Their support isn't MIA. They just suddenly got an influx of tickets that exceeds their ability to process in a timely fashion. They are working on increasing the staff, but that takes time to do and the backlog will take time to go down.

  • @Magpiez.2957 said:
    Just to chip in here, I've been waiting on a response to my ticket #6901155 since Saturday @ 12:41 (UK).

    @Gaile Gray.6029 are you able to assist at all please? :(

    Just want to note here that after 11 days I started getting some responses. The next day GM Jeshimiroll worked with me not only to obtain my original account but to also then get everything merged in to my current GW2 account.

    You may have to wait due to many tickets and some more in depth issues, but the lengths these support staff will go to to help you will be worth the wait.

    I can't thank Jeshimiroll enough and a text post doesn't do it justice.

  • Csele.1647Csele.1647 Member ✭✭
    edited June 23, 2018

    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

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

    @Csele.1647 said:
    I recently came back 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 2 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 the worst support iv seen in 20 years of gaming in the worst cases i had automated answers but nothing at all here

    Well if you had them for quite awhile you wont get a refund mate. They count it as you had fair use of them over that time.

  • Csele.1647Csele.1647 Member ✭✭

    @Linken.6345 said:

    @Csele.1647 said:
    I recently came back 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 2 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 the worst support iv seen in 20 years of gaming in the worst cases i had automated answers but nothing at all here

    Well if you had them for quite awhile you wont get a refund mate. They count it as you had fair use of them over that time.

    When i paid for them they didn't have the shared account slots, i got 5 on my alts which were long term invest obviously.. but since we can share them now, i will never make my money back ,i think its fair to get a refund since they made them essentially useless now, not to mention they did it for 3 of my friends before otherwise i wouldn't even waste my time at their forums if they don't want to that's fine too, all i ask was them to answer the ticket

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

    Any refunds for Salvage-O-Matics were only given to those that had purchased said items within a short period of Shared Inventory Slots being released. Anything more than a couple of weeks/maybe a month out are not eligible.

    When activity shows on a ticket, but there are no emails sent, it means the ticket is moved to the appropriate CS Team, escalated to a Senior member, etc. It does not mean anyone is being 'ignored'.

    Good luck.

  • Csele.1647Csele.1647 Member ✭✭

    @Inculpatus cedo.9234 said:
    Any refunds for Salvage-O-Matics were only given to those that had purchased said items within a short period of Shared Inventory Slots being released. Anything more than a couple of weeks/maybe a month out are not eligible.

    When activity shows on a ticket, but there are no emails sent, it means the ticket is moved to the appropriate CS Team, escalated to a Senior member, etc. It does not mean anyone is being 'ignored'.

    Good luck.

    Thanks thats the answer i was looking for, i guess they'll send me an email telling me that the next month

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

    Or you could close your ticket, by responding with the phrase, "I no longer need help", thereby helping to alleviate the backlog.

    Good luck.

  • Csele.1647Csele.1647 Member ✭✭

    @Inculpatus cedo.9234 said:
    Or you could close your ticket, by responding with the phrase, "I no longer need help", thereby helping to alleviate the backlog.

    Good luck.

    You should look for a job as a support brother, if you are not already working for them , they clearly need it, good luck

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

    @Csele.1647 said:

    @Linken.6345 said:

    @Csele.1647 said:
    I recently came back 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 2 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 the worst support iv seen in 20 years of gaming in the worst cases i had automated answers but nothing at all here

    Well if you had them for quite awhile you wont get a refund mate. They count it as you had fair use of them over that time.

    When i paid for them they didn't have the shared account slots, i got 5 on my alts which were long term invest obviously.. but since we can share them now, i will never make my money back ,i think its fair to get a refund since they made them essentially useless now, not to mention they did it for 3 of my friends before otherwise i wouldn't even waste my time at their forums if they don't want to that's fine too, all i ask was them to answer the ticket

    You could always share them you do know that the bank and all its tabs is for the account right?
    Hence is why I only bought 1 set back in the day. I dont see why they should refund you just becouse you dident want to do that and bought convenience for 5 characters you would most likely never have broken even on anyway btw.
    Even with 1 set I dont see my self breaking even.

  • My husband wanted to return to the game but he gave away the phone with the authenticator app quite some time ago.
    He could not access the account so he opened his ticket anonymous.
    Since we are past the "one to two weeks waiting time" that ArenaNet mentioned, is there any way to check on the status of an anonymous ticket?
    The ticket number is 6947184: Mobile Authenticator, and was opened through the german GuildWars2 webpage.
    Thank you!

  • I've not had any success with the support staff responding to my tickets.
    I've been waiting for about 2-3 weeks and have not heard since. Several years ago the support team would get back to me in a decent frame of time.

    Basically I'm trying to retrieve an old GW1 account, I have the phyiscal copy of the cards with the cd keys. But I can't remember my login name, nor the characters name or passwords because its been many years since I've accessed my old GW1 account.
    Has anyone had any success in getting a hold of anyone in the support team?

  • I have also been waiting for my ticket to be replied to it been around 18 days ticket number is 6944478

  • Just adding mine. I submitted my ticket on June 4th anonymously since I am unable to log into the support site. The same issue keeps me from being able to purchase gems aside from buying physical gem cards. My ticket number is 6938210. Thank you and have a great day.

  • Squeak.7093Squeak.7093 Member ✭✭

    I had this issue occur as well when I was swapping maps or changing my graphics setting. Turns out it was the latest windows 10 update - 2018-06 Cumulative Update for Windows 10 Version 1709 for x64-based Systems (KB4284822) and Update for Windows 10 for x64-based Systems (KB4056254). After uninstalling and going back to the previous update, it fixed all issues.

  • 20 days, 3 bumps on my end, still not even a single response.

    Why? Why is it possibly this long?

  • @Gaile Gray.6029 I have been waiting for quite some time now and received not a single response, can you help check the progress of the ticket? Ticket #6953788
    I submitted it the day I did it and it's really frustrating when the game you paid for doesnt allow you to play optimally...

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

    @GetWrecked.3290 said:
    @Gaile Gray.6029 I have been waiting for quite some time now and received not a single response, can you help check the progress of the ticket? Ticket #6953788
    I submitted it the day I did it and it's really frustrating when the game you paid for doesnt allow you to play optimally...

    If you read her responses she cant check on every ticket or thats all she would ever do, if you can still login and play then thats a low priority ticket in my oppinion mate.

  • @Linken.6345 said:

    @GetWrecked.3290 said:
    @Gaile Gray.6029 I have been waiting for quite some time now and received not a single response, can you help check the progress of the ticket? Ticket #6953788
    I submitted it the day I did it and it's really frustrating when the game you paid for doesnt allow you to play optimally...

    If you read her responses she cant check on every ticket or thats all she would ever do, if you can still login and play then thats a low priority ticket in my oppinion mate.

    Well what if I can log in but stuck on loading page for long, lagging eternally and dcing when I am doing sth important? That's the same as not being able to play at all or being severely handicapped in my response times for whatever I do

  • Linken.6345Linken.6345 Member ✭✭✭✭
    edited June 27, 2018

    @GetWrecked.3290 said:

    @Linken.6345 said:

    @GetWrecked.3290 said:
    @Gaile Gray.6029 I have been waiting for quite some time now and received not a single response, can you help check the progress of the ticket? Ticket #6953788
    I submitted it the day I did it and it's really frustrating when the game you paid for doesnt allow you to play optimally...

    If you read her responses she cant check on every ticket or thats all she would ever do, if you can still login and play then thats a low priority ticket in my oppinion mate.

    Well what if I can log in but stuck on loading page for long, lagging eternally and dcing when I am doing sth important? That's the same as not being able to play at all or being severely handicapped in my response times for whatever I do

    Well I wouldent call that being able to "play optimally" mate sounded like you had alittle lag or your graphics settings were alittle scewed.
    Witch is why I replied as I did to your first post.
    Edit
    Have you tried updating or disabling any addons you may have?

  • @Linken.6345 said:

    @GetWrecked.3290 said:

    @Linken.6345 said:

    @GetWrecked.3290 said:
    @Gaile Gray.6029 I have been waiting for quite some time now and received not a single response, can you help check the progress of the ticket? Ticket #6953788
    I submitted it the day I did it and it's really frustrating when the game you paid for doesnt allow you to play optimally...

    If you read her responses she cant check on every ticket or thats all she would ever do, if you can still login and play then thats a low priority ticket in my oppinion mate.

    Well what if I can log in but stuck on loading page for long, lagging eternally and dcing when I am doing sth important? That's the same as not being able to play at all or being severely handicapped in my response times for whatever I do

    Well I wouldent call that being able to "play optimally" mate sounded like you had alittle lag or your graphics settings were alittle scewed.
    Witch is why I replied as I did to your first post.
    Edit
    Have you tried updating or disabling any addons you may have?

    I don't use any addons. The thing is I had no such issues before transferring regions, which I did because I wasn't sure whether NA or EU servers were able to give me a better connection and ping (I am a SEA player). So I did what I did and realised it was a huge mistake, and now I am suffering for 15 days already. I recently bumped the ticket to check for update too, no response

  • I hope they would at least give the ping numbers for each region, even if not for each server. Or implement a trial on the other region, to see if it allows better connection. It's not like everyone lives in either NA or EU that plays this game. QQ

  • Trevor Boyer.6524Trevor Boyer.6524 Member ✭✭✭✭

    @Zephyr.8015 said:
    It's been over a week since I put in a ticket, waiting for a response. Has anyone else had long ticket wait times? Anet what's the average response time we can expect for a ticket?

    Yeah ticket wait times are like 2 weeks suddenly. Not sure why ^^

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

    @GetWrecked.3290 said:

    @Linken.6345 said:

    @GetWrecked.3290 said:

    @Linken.6345 said:

    @GetWrecked.3290 said:
    @Gaile Gray.6029 I have been waiting for quite some time now and received not a single response, can you help check the progress of the ticket? Ticket #6953788
    I submitted it the day I did it and it's really frustrating when the game you paid for doesnt allow you to play optimally...

    If you read her responses she cant check on every ticket or thats all she would ever do, if you can still login and play then thats a low priority ticket in my oppinion mate.

    Well what if I can log in but stuck on loading page for long, lagging eternally and dcing when I am doing sth important? That's the same as not being able to play at all or being severely handicapped in my response times for whatever I do

    Well I wouldent call that being able to "play optimally" mate sounded like you had alittle lag or your graphics settings were alittle scewed.
    Witch is why I replied as I did to your first post.
    Edit
    Have you tried updating or disabling any addons you may have?

    I don't use any addons. The thing is I had no such issues before transferring regions, which I did because I wasn't sure whether NA or EU servers were able to give me a better connection and ping (I am a SEA player). So I did what I did and realised it was a huge mistake, and now I am suffering for 15 days already. I recently bumped the ticket to check for update too, no response

    Any reason you dident try it out with a free to play account before moving?

  • Day 20....

  • GetWrecked.3290GetWrecked.3290 Member ✭✭
    edited June 29, 2018

    @Linken.6345 said:

    @GetWrecked.3290 said:

    @Linken.6345 said:

    @GetWrecked.3290 said:

    @Linken.6345 said:

    @GetWrecked.3290 said:
    @Gaile Gray.6029 I have been waiting for quite some time now and received not a single response, can you help check the progress of the ticket? Ticket #6953788
    I submitted it the day I did it and it's really frustrating when the game you paid for doesnt allow you to play optimally...

    If you read her responses she cant check on every ticket or thats all she would ever do, if you can still login and play then thats a low priority ticket in my oppinion mate.

    Well what if I can log in but stuck on loading page for long, lagging eternally and dcing when I am doing sth important? That's the same as not being able to play at all or being severely handicapped in my response times for whatever I do

    Well I wouldent call that being able to "play optimally" mate sounded like you had alittle lag or your graphics settings were alittle scewed.
    Witch is why I replied as I did to your first post.
    Edit
    Have you tried updating or disabling any addons you may have?

    I don't use any addons. The thing is I had no such issues before transferring regions, which I did because I wasn't sure whether NA or EU servers were able to give me a better connection and ping (I am a SEA player). So I did what I did and realised it was a huge mistake, and now I am suffering for 15 days already. I recently bumped the ticket to check for update too, no response

    Any reason you dident try it out with a free to play account before moving?

    I did, but I guess it was not sufficient data, because the ping and connectivity issues only began surfacing more frequently in the higher level zones, for some reason.
    And now the issues only seem to be getting worse with the new patch. Really hoping they can either upgrade servers or help me with my request soon

  • still waiting on a response. still waiting for the gem store to work.

  • 18 days now... this is getting ridiculous for a simple problem that i am facing that prevents me from playing properly...
    I have been polite in my ticket and waited patiently but close to 3 weeks for a response?! I even bumped for an update on the status, no response. Haiz... They should feature 'Snail Customer Support-Takes up to a month for a response!' on top of the expansion pack as well

  • Solved after 25 days waiting..
    good luck all

  • How is this not considered a disaster for Anet right now?

  • You know I just came back to this game after a long Hiatus, but this ticket fiasco is making me want to leave again...

  • Tjdraxus.7143Tjdraxus.7143 Member ✭✭

    @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.

    Good morning, I submitted a ticket in spanish almost two weeks ago, I updated said ticket explaining the same issue 5 days ago, is there a way for me to get my issue reviewed at least since it is pretty important stuff related to payment, I would greatly appreciate your support, thanks in advance

    Tjdraxus - Tarnished Coast (US), Dye Hoarder
    Tjdraxus, dedicated warrior, tanking tryhard, healer wannabe and does not bad at DPS

  • 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.

  • Mongk.2467Mongk.2467 Member ✭✭
    edited July 7, 2018

    1 week and a half and waiting... I need this so I can see if I will have to create another character or not. I want to play T.T

  • Eleven days since I've submitted a ticket because I cannot logging in GW1 anymore.
    I'm starting to feel impatient.

  • DaFlankMastah.2831DaFlankMastah.2831 Member ✭✭
    edited July 7, 2018

    I think it's crazy that they can have a backlog so large that they're still working on clearing it out after a month. Crossing my fingers that they get it sorted out soon.

  • Cuddy.6247Cuddy.6247 Member ✭✭✭

    @DaFlankMastah.2831 said:
    I think it's crazy that they can have a backlog so large that they're still working on clearing it out after a month. Crossing my fingers that they get it sorted out soon.

    At this point I hope they're not still blaming this on a "backlog" - they simply need to improve CS.

  • DaFlankMastah.2831DaFlankMastah.2831 Member ✭✭
    edited July 7, 2018

    @Cuddy.6247 said:
    At this point I hope they're not still blaming this on a "backlog" - they simply need to improve CS.

    I mean, I've contacted customer support several times in the past and every time I got my problem solved within a few hours. People having to wait up to 20+ days is just bonkers. Something is definitely off.

  • DaeK.3925DaeK.3925 Member ✭✭

    25 days... still waiting.

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