[Merged] Customer Support Ticket Response Times - Page 11 — Guild Wars 2 Forums

[Merged] Customer Support Ticket Response Times

1911131415

Comments

  • Adrop.1473Adrop.1473 Member ✭✭

    Hey folks,
    Since 2-3 hours I search for any recent Information about the current Customer Support Status - or: how long does my ticket need, to get an answer. A few months ago, I read a discussion about the same issue, where a GM answered in the forum for some ticket numbers, if there is any problem with them, why they need so exceptional long.
    So my first question is: What is going on at the moment? No big DLC time (like PoF time) or any other kind of "big-ticket-amount-reason". So why every ticket needs a minimum time of 2+ weeks to get answered?
    My second question is: Is there any diffrence between sending a ticket in english or in any other local language? Because on the same discussion, I called above, someone asked this question as well, and it didn't got answered... I mean, it would make sense if there are more english supports, then e.g. german/french/etc. supports...

    A little Update on the current situation would be perfect '_'

    Greetings
    Marvin
    (I know my English is terrible!)

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

    https://en-forum.guildwars2.com/discussion/39093/customer-support-ticket-response-times-merged#latest

    People waiting up to 3 weeks. It's still the same issue with an evergrowing backlog of work and tickets & people not being happy and creating even more, then creating tickets about "why did you close my other ticket", at least I can imagine a ton of people doing that.

    But to answer your question:

    I'd assume the huge majority of their staff is speaking English, so speaking English might be smarter. I've send my last ticket around the end of May I believe and I wrote it in German. It took 8 days for a response and another 3 to fix my issue after I was asked to update with additional information.

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

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭
    edited July 19, 2018

    Several events happened within a short period of time to cause a large backlog: approximately 1500 account bans at once, a renewed interest in Guild Wars (One) due to updates, and some very favorable reviews by a popular YouTube video creator coinciding with a poor launch of another game, which brought many new and returning players. Also, unfortunately, some misinformation that spamming tickets using throw-away email addresses would garner faster service; which only made things worse.

    Thus, the backlog that the various CS Teams are still working through.

  • This is by far the worst CS i ever had.
    My son will lost his entire summer (90 days, 1/4 of a year) with his account blocked by a warning.
    But the most annoying problem is the no response.
    At least he can play in my acc.

    To the people who didn't had they ticket solved in the first response, how long did u wait for the second?

  • Adrop.1473Adrop.1473 Member ✭✭

    @Blocki.4931 said:
    https://en-forum.guildwars2.com/discussion/39093/customer-support-ticket-response-times-merged#latest

    People waiting up to 3 weeks. It's still the same issue with an evergrowing backlog of work and tickets & people not being happy and creating even more, then creating tickets about "why did you close my other ticket", at least I can imagine a ton of people doing that.

    But to answer your question:

    I'd assume the huge majority of their staff is speaking English, so speaking English might be smarter. I've send my last ticket around the end of May I believe and I wrote it in German. It took 8 days for a response and another 3 to fix my issue after I was asked to update with additional information.

    I wrote my ticket last week 12th July, still waiting for an answer... #6998337. Very frustrating.

  • Tangram.1805Tangram.1805 Member ✭✭

    My ticket has officially reached the one month status!

  • The problem is, in the news a month ago, @Gaile Gray.6029 wrote most tickets take 1-2 weeks.. https://en-forum.guildwars2.com/discussion/42967/customer-support-update-6-8-2018#latest
    Actually it took 3-4 or longer at the moment. Since the news it looks like it is getting worser instead of better?
    Im waiting for 10 days judt to get the Winauth removed from my Account 6996405
    If it would be "just" 1 or 2 weeks i would be nearly finished but looks like i will not be able to play a single day in my 3 weeks holidays and could not play the old zephirite stuff.

    Im just worried, that people, that open a ticket today have to wait 5-6 weeks and next week the waiting time is getting even longer..

  • Regardless of the circumstances, I would hope that ANet would take 5 minutes each week to post the current status, even if it's just, "nothing has changed. We hired and are hiring more staff, training them, and working on the backlog."

    In theory, it often takes 3 months to clear a 1-month backlog, after hiring enough staff (which can take ages all on its own). In practice, though, to us as customers, it just looks like this is the new normal. I'm sure that they are aware of how horrid this is for all of us (ANet & the community), that they are doing as best they can in trying times, and that they do have a plan to return to the old 1-3 day turn around.

    I'm not asking for any promises; I would just like for them to take a little time to acknowledge the situation. I'm very sympathetic to how difficult this is for ANet (I have been in those shoes). I'd like to see some public sympathy for how difficult this is for players.

    "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

  • Healix.5819Healix.5819 Member ✭✭✭✭
    edited July 20, 2018

    @Inculpatus cedo.9234 said:
    Several events happened within a short period of time to cause a large backlog:

    +GDPR. They had to deal with the spam of information requests. (reddit)

  • @Healix.5819 said:

    @Inculpatus cedo.9234 said:
    Several events happened within a short period of time to cause a large backlog:

    +GDPR. They had to deal with the spam of information requests. (reddit)

    Good point. I'm sure that generated a lot of hard-to-parse tickets.

    "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

  • Adrop.1473Adrop.1473 Member ✭✭

    @Illconceived Was Na.9781 said:
    Regardless of the circumstances, I would hope that ANet would take 5 minutes each week to post the current status, even if it's just, "nothing has changed. We hired and are hiring more staff, training them, and working on the backlog."

    In theory, it often takes 3 months to clear a 1-month backlog, after hiring enough staff (which can take ages all on its own). In practice, though, to us as customers, it just looks like this is the new normal. I'm sure that they are aware of how horrid this is for all of us (ANet & the community), that they are doing as best they can in trying times, and that they do have a plan to return to the old 1-3 day turn around.

    I'm not asking for any promises; I would just like for them to take a little time to acknowledge the situation. I'm very sympathetic to how difficult this is for ANet (I have been in those shoes). I'd like to see some public sympathy for how difficult this is for players.

    Yep, that's what I meant, a little update, even when nothing changed yet would be awesome. Its very frustrating to wait, without any information about anything. As long anyone of the GM's tell me: "Ok bad situation at the moment, wait 10 Years til you get an answer!", it's definitly better then waiting and checking every day, (I even look every hour, because I want to play GW2 again) wether there is an answer or not. I am getting furious, because noone tells me anything.

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

    @metalTiffy.7106 said:
    The problem is, in the news a month ago, @Gaile Gray.6029 wrote most tickets take 1-2 weeks.. https://en-forum.guildwars2.com/discussion/42967/customer-support-update-6-8-2018#latest
    Actually it took 3-4 or longer at the moment. Since the news it looks like it is getting worser instead of better?
    Im waiting for 10 days judt to get the Winauth removed from my Account 6996405
    If it would be "just" 1 or 2 weeks i would be nearly finished but looks like i will not be able to play a single day in my 3 weeks holidays and could not play the old zephirite stuff.

    Im just worried, that people, that open a ticket today have to wait 5-6 weeks and next week the waiting time is getting even longer..

    I don't think it's getting worse, but that sometimes one hand is not quite aware of what the other hand is involved in. Statements from those who actually work in CS mentioned much longer wait times back then, so maybe some information got mixed up by the time it got to the Community Team who posted.

  • Adrop.1473Adrop.1473 Member ✭✭

    Well, what I cannot believe is, that my ticket is about the smallest issue ever, cause it is happening all the time: I changed my phone number, and can't login now because of SMS authentication.
    I definitly deactivate this feature after they let me login again, just because of the extreme long waiting time, if I forget to change the number in gw2 again.
    It really annoys me, that they don't have a filter system, to sort these technical issues out and get fixed by another team, now it's like standing in the last place of a queue in a supermarket with one item, while in front of you are standing 3-4 other peeps with a huge amount of items.
    ANet does'nt even has a phone numer to call :anguished: ... we live in 2018...

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

    They do have a filter, and they do have different CS Teams for categories of issues. That's one reason players see 'Activity' on their tickets; the ticket is moved from the initial filter to a team that may be able to assist.

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

    @Inculpatus cedo.9234 said:
    They do have a filter, and they do have different CS Teams for categories of issues. That's one reason players see 'Activity' on their tickets; the ticket is moved from the initial filter to a team that may be able to assist.

    You forgot to mention they use incredibly slow moving snails to move the tickets around to the relevant teams these days..... :)

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

  • Same here. Winauth dont work after reinstallation. Definatly will never use something like this again.. Day 11 with no response. Cant eben login to support Page. Had to open it anonymous. Only had the forum in my cache so im still on here

  • Adrop.1473Adrop.1473 Member ✭✭
    edited July 22, 2018

    @Inculpatus cedo.9234 said:
    They do have a filter, and they do have different CS Teams for categories of issues. That's one reason players see 'Activity' on their tickets; the ticket is moved from the initial filter to a team that may be able to assist.

    Like "metalTiffy" also said, we had to open an anonymous ticket, which takes even longer (as they wrote) and we cannot check the 'Activity' on it. I got a link in my confirmation e-mail, which results in a 404 Bug report... Grrrrr

    @Bloodstealer.5978 said:

    @Inculpatus cedo.9234 said:
    They do have a filter, and they do have different CS Teams for categories of issues. That's one reason players see 'Activity' on their tickets; the ticket is moved from the initial filter to a team that may be able to assist.

    You forgot to mention they use incredibly slow moving snails to move the tickets around to the relevant teams these days..... :)

    And if they have a filter, it is even worse and weird, that they need such exceptional long. In my opinion, their Support team is not as big as it needs to be for such an internationally known famous online game. And ANet does'nt really seems like to change anything on that situation.
    I really don't want to miscall them, they might try to do something, but cannot really achieve the state it needs to be. But I like to have any Updates about it, because without these I FEEL like there is happening nothing, even though it might is...

  • At least they made a post a month ago that they are aware of it. It would be better if they do this weekly to update us.

    Maybe because of the new hype of new players they arent staffed enough and the lots of free players also makes much more players. Maybe a splittet support for free and payd account would help at least the ones who pay the support :p

  • Healix.5819Healix.5819 Member ✭✭✭✭

    @metalTiffy.7106 said:
    Same here. Winauth dont work after reinstallation. Definatly will never use something like this again.

    When you first set up an authenticator, you're shown the secret key used to create an authenticator. As long as you have that key, you can recreate your authenticator whenever you want. In the future, simply write that key down and stick it somewhere.

    @Adrop.1473 said:
    In my opinion, their Support team is not as big as it needs to be for such an internationally known famous online game. And ANet does'nt really seems like to change anything on that situation.

    They just hired more people a few weeks ago because of this backlog, and as of last week, the new hires "have started to kick in and we're melting the queues down much faster right now" (reddit)

  • Adrop.1473Adrop.1473 Member ✭✭
    edited July 22, 2018

    @Healix.5819 said:

    They just hired more people a few weeks ago because of this backlog, and as of last week, the new hires "have started to kick in and we're melting the queues down much faster right now" (reddit)

    And there is the question again: Is this statement guilty for all local languages or only for american/english tickets ..?
    And: they tell us, that they are faster now (since 6 days already), but why they don't tell us, how long the queue actually is at the moment? I want some numbers ...

  • @Healix.5819 said:

    @metalTiffy.7106 said:
    Same here. Winauth dont work after reinstallation. Definatly will never use something like this again.

    When you first set up an authenticator, you're shown the secret key used to create an authenticator. As long as you have that key, you can recreate your authenticator whenever you want. In the future, simply write that key down and stick it somewhere.

    @Adrop.1473 said:
    In my opinion, their Support team is not as big as it needs to be for such an internationally known famous online game. And ANet does'nt really seems like to change anything on that situation.

    They just hired more people a few weeks ago because of this backlog, and as of last week, the new hires "have started to kick in and we're melting the queues down much faster right now" (reddit)

    Nope didnt write it down. Pc was brand new. Didnt expect it to make problems in the first month..

    Is this info with the new employees from anet? Because what i read in the post with all tickets they still need 25 days or more.
    Numbers would be awesome to give us a rough idea when we are in queue.

  • Adrop.1473Adrop.1473 Member ✭✭

    @metalTiffy.7106 said:
    Numbers would be awesome to give us a rough idea when we are in queue.

    Exactly.

  • Zoop.1360Zoop.1360 Member ✭✭

    13 days and still absolutely no word from support. Now my holiday is over and I haven't been able to play my game once during that time.
    Thanks ArenaNet!

  • Einlanzer.1627Einlanzer.1627 Member ✭✭✭✭

    I've never waited this long for a response, and I've posted a few times. Did this get overlooked?

  • Dreadshow.9320Dreadshow.9320 Member ✭✭✭

    Lol two weeks unless It's a login issue is pretty normal.

  • Be careful what you ask for
    ANet might give it to you.

    Forum Guides: Images. Text

  • @Dreadshow.9320 said:
    Lol two weeks unless It's a login issue is pretty normal.

    Even with login isseu it takes weeks. My ticket is already open for 15 daxs and i cant login. Even on the support page not. The forum is still cached so i can login ^^

  • Loki.7860Loki.7860 Member ✭✭

    Literally been over a month and I still haven't gotten a response about my issue besides the initial automated response. This is outrageous. I came back to the game after 2 years to have a bunch of account issues that they just refuse to address. I literally couldn't even play one of my characters because somehow it showed my account had 6 out of 5 character slots in use so I was pretty much forced to pay for an additional character slot since they never responded to the issue. I wanted to buy additional character slots so I can have one of each class but until I have the issue addressed I don't want to waste extra money on a company that can't even respond to a customer support ticket after a MONTH. I followed each and every step to make sure that it was as detailed as they needed it and attached any email attachments with a reply email and not the initial ticket but still nothing. The fact that their customer support has been this unresponsive for so long has made me loose faith in the game, and it is no longer fun to play since I am constantly checking everyday to see if my ticket has been answered.

  • My account was hacked and the hacker changed my email, I then contacted support and they changed the email to my new one but they could not even copy and paste it. They spelt my new email wrong and No response since. 6 days ago.

    Ticket ID: 7009437

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

    Ticket 6981565 - Finally resolved.. took 24 days to exchange an incorrectly purchased item from SAB vendor.
    Ticket 6999736 - 13 days - No response - Not able to login to my GW1 account, wasted money buying a couple of GW1 expansions until it gets looked into.
    Ticket 7014471 - 3 days - Seems 939 thumbs up in forum account vanished with no word as to why, but likely related to some of the higher profile threads that seem to of been pushed backwards this past week. Though only half of thumbs up since are showing up.. - no response, but figured this being less important will likely reach the higher peaks of support time...

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

  • cTex.4605cTex.4605 Member ✭✭

    It's been almost a week now since I've submitted a ticket about my lost Raid precursor. I understand the CS is busy but in all of my years that I've played gw now I never had to wait this long. I even updated and translated my ticket to English, hoping it will resolve the problem sooner.
    My ticket number is #7011561, I doubt this will help me in any way at all but it's always worth a try, I'd like not to wait 20 days to get a response, seeing it as my ticket has been "seen" at least twice, but was left with no response whatsoever.

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

    @Bloodstealer.5978 said:
    Ticket 6981565 - Finally resolved.. took 24 days to exchange an incorrectly purchased item from SAB vendor.
    Ticket 6999736 - 13 days - No response - Not able to login to my GW1 account, wasted money buying a couple of GW1 expansions until it gets looked into.
    Ticket 7014471 - 3 days - Seems 939 thumbs up in forum account vanished with no word as to why, but likely related to some of the higher profile threads that seem to of been pushed backwards this past week. Though only half of thumbs up since are showing up.. - no response, but figured this being less important will likely reach the higher peaks of support time...

    Forum issues are handled by emailing [email protected], rather than through the CS Ticket system, I believe. You may find that is quicker, unless emailing that address automatically creates a CS Ticket.

    Good luck.

  • Ticket #6981475 It's been almost a month with my ticket and I'm slowly losing patience. The problem isn't even really trivial, just an item replacement since my dumb kitten threw a precursor in the toilet to swap stats.

  • metalTiffy.7106metalTiffy.7106 Member ✭✭
    edited July 27, 2018

    EDIT:
    I could solve my problem on my own.. I could find the old version unter windows.old..
    I'm so freaking dump that I didn't got this idea earlier..
    C:\Windows.old\Users*Username*\AppData\Roaming\WinAuth ist the path and there you can open the tilfe with editor and could read out the old secret code


    6996405 is 17 days old. Still can't login. Only Winauth needs to be removed.. Hope i can play next WvW Reset with my main account again.. Guess this week it wouldn't happen

  • I wrote up a ticket working on two months old about how I'm missing an item I apparently was supposed to get retroactively. I was polite, my ticket is simply asking if it's possible to get this item. They have not replied. I waited two weeks, wrote a second ticket just in case I slipped through the cracks. Another few weeks go by and I write a third, near pleading just to hear back from them.. Nothing, not even checked. Meanwhile someone was missing the same item, they replied to her the next day, and gave it to her. Then she writes a ticket about something else, and again, they reply the next day. What gives? Am I on some sort of imaginary black-list? I'm not asking for real money, or refunds or anything.. At this point I'm not even sure I care more about the item in question or just the reply to me in general. I'm losing faith in this game because of this, even if I adore so much about it.. But I just feel ignored. :[

    Please Anet, please.

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

    Sending in duplicate tickets always resets one to the back of the queue. Close all duplicates and only update the original.

    Good luck.

  • Rain.9167Rain.9167 Member
    edited July 31, 2018

    I emailed stating I wanted the last 2 closed, but they haven't even replied to close them. And even so, I waited nearly a month for the first ticket before writing the others. A friend writes a ticket yesterday in the same category as mine yet gets a reply the next day, meanwhile mine is working on months old. Duplicate tickets are clearly not the issue..

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

    If the original ticket was closed inadvertently, updating it will re-open it.
    Are you receiving the near-immediate automated first response from each ticket?

  • Rain.9167Rain.9167 Member
    edited July 31, 2018

    I did receive an automated message that they got my ticket. And I have been replying to my main ticket, yet they haven't even looked at it (no updated activity at all).
    Here is my Ticket # just in case a miracle happens. Ticket #6979072

  • This also happened to me too. My ticket is currently two weeks old and no one has replied to it. This has never happened before because usually my ticket is answered within a week at most (usually within 3 days).

  • Rain.9167Rain.9167 Member
    edited July 31, 2018

    Same, I've had my tickets answered pretty much the next day, or next business day. And this is STILL happening to others I know putting tickets in. They are responded to in a few days max. So there's clearly not a queue, or if there is, something is going on where they're skipping around people. It's like "Hey, this person got help with a totally different problem a few days ago, that's their limit for the month". But even THAT false logic isn't true because others I know are like a Spitfire with their requests and getting them all answered.
    Edit: I'm not proud, but I became desperate enough to change my subject from in game issue to an account purchase issue just to see if it would be responded to quicker. (Frankly, it technically is a purchase issue since it's tied to the Deluxe Edition.. but it's still an in game item.) Yet that did nothing.

  • Some tickets will take longer to answer than others, for a variety of reasons. The backlog is still severe, employees are still being trained. (We know this from a few recent dev posts touching on this indirectly.)

    There is a queue, they answer everything in it. If you are creating duplicate tickets, that can send you ticket back to the end of the queue, depending on who gets the duplicates and how long it takes them to merge all the details. For example, if the text is identical, it's probably pretty easy for them to merge and they'll start working on it at that point. If one post is a rant about how the game ate an item and the second is a more respectful recitation of the events leading to a lost item, then they'll just combine and sort it later, perhaps much later. Especially if it's not an urgent issue.

    Regardless, posting here isn't going to speed things up. If it did, everyone would post in the forums to bypass the queue.

    I'm really sorry that you've waited so long and are still waiting. I think it's bad that ANet didn't seem prepared for some predictable surges in support needs (exacerbated by unpredictable surges). I think it's unfortunate that they aren't keeping us updated with the status of the queue, if only to set our expectations. But none of that will change the fact that we still all are going to have to be more patient than any of us think is reasonable.

    "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

  • Rain.9167Rain.9167 Member
    edited July 31, 2018

    I realize that posting here may not help, yet I do see mods posting here asking for ticket #'s, so /something/ IS being done. And you mention the queue, yet like I said... A friend posts days after I do, for the same problem, yet hers is replied to first. That doesn't sound like a proper queue, does it? I'm not making this up, she gets multiple tickets answered before mine is even looked at, yet posts WELL after me. Also, all my tickets were similar, and very respectful. There is no ranting involved.

    So, even if posting multiple tickets did in fact put me in the back in the queue, my last ticket was still well over a week ago, so... if anything, by logic of what I'm experiencing and what others are experiencing.. being "in the back of the line" should actually have my tickets answered first, seeing as new tickets are answered before mine, yet just as "Not critical" of an issue. This is of course not the case.

    While I understand you're trying to have me look at all angles, and you're trying to think of all reasons they may not have replied... I'm seeing other reasons why they should have by now, given the common logic of how this is SUPPOSED to work. There's no excuse as to why someone can make a ticket a week after me, with the exact same issue, and even similar wording, and have it replied to before me if this queue is actually working as intended.(Besides the whole trainee business).
    Note this was before I made a second ticket, I didn't make a second ticket until two weeks after.

    I'm not so much asking for things to be sped up as I'm trying to reach out and see if this is a common issue. If you read my first post, I'm frantic to the point of wondering if they're not responding on purpose. While that's illogical to believe, you can't blame me for wondering if something is going on after this length of time.

    Edit: Regardless, I'm not expecting much. I just came on here to figure things out rather than wake up, check my inbox, and still not see a reply from them for over a month now. Going down the list, and the comment from someone above me. It's obvious I'm not alone when it comes to waiting weeks (and hopefully not months) for a ticket response. So, in a way I guess I found what I was looking for, and I'll continue to wait patiently.

    I also just now caught the post of their delayed responses, so.. I guess all is working as intended! Thanks everyone for your responses. I do appreciate it! <3

  • I submitted a ticket to get my Guildwars 1 account back and after 21 days a GM replied to it. I gave them all the information they needed for my account and the GM said "I will get back to you as quickly as possible once we receive your response".....

    Now a 1 week has passed and still no response...I can put my money into their games(GW2) but can't receive proper customer support this is really unacceptable...

    They can take your money and if all goes well with your account nobody notices, but as soon as you need them you are lost...

    Why would you give them more money if you know that you will get bad support if you need them?... Look Shiny i'm buying it!

  • Been playing since launch, and both me & my friends have had pretty amazing & fast customer support when we've needed help. I've worked with IT customer support before, iso9000 certified etc, and my experience with Anet customer support was so good, that I would prolly model any customer support department after Anet's customer support! (Yes, it was that good!).

    Keep in mind that this is holiday season for many many people.. that could be the reason for abit slower than average response

    _/_ [SSSh] Secret Society Service _/_
    BG Since Season 1

  • Hi guys,

    Is it normal to wait for 9 days for a reply on a ticket? Seems like an eternity to me.

  • Not here to discuss details, but I am wondering how long is too long.

    I have irrefutable proof that my ban should be contested. It was a 2 week ban, its been 4 weeks.

    I want this resolved, and I get that JP was around the same time and CS was already overloaded, but there comes a point at which what is reasonable comes into question...

    How much longer am I going to have to wait?

    Regarding evidence, that is between ANet and I, it is not being brought up in this thread, don't ask, if you feel the need to chastise me for questioning things, this isn't the thread for you, take your hate elsewhere.

    All I'm looking for is a timeframe I can reasonably expect the issue to be resolved within, and more importantly, ideally the sooner the better, as the issue involves things like my real world safety (yes, police are already involved).

    Posting this is potentially compromising to my safety, so I ask that as soon as I can get a response pm'd to me that explains what I can expect, please delete this thread as soon as I can see a response.

  • @Balkan.8692 said:
    Hi guys,

    Is it normal to wait for 9 days for a reply on a ticket? Seems like an eternity to me.

    One of my friends still waiting on ticket, clocked in on 12 days and closely approaching Gaile's "unacceptable" two weeks standard
    What can I say? They sure are super understaffed and I know complaints don't help
    All I can do is make sure he follows "support ticket tips" and provide some form of moral support
    Hopefully he doesn't lose interest in game even after ticket is resolved, yet he started to say he plays GW2 for our guild only now
    I know this sounds passive aggressive, but it is actually quite disheartening to see someone love the game so much gradually felt this way

    [RED] Crimson Sunspears...your small family guild since 2015.

  • HELLO! Thank you for resolving my last ticket. This is just a little nudge about a NEW ticket I submitted over 2 weeks ago. Ticket #7003511. just making sure it doesn't get lost in the haze. The issue is important (to me at least). THANKS!

  • I opened a ticket on the 17th (#7006757) and there were a few replies back and forth between support and myself on the 21st, but the issue has still not been resolved. I asked for an escalation on the 21st and I have had no reply since asking.

©2010–2018 ArenaNet, LLC. All rights reserved. Guild Wars, Guild Wars 2, Heart of Thorns, Guild Wars 2: Path of Fire, ArenaNet, NCSOFT, the Interlocking NC Logo, and all associated logos and designs are trademarks or registered trademarks of NCSOFT Corporation. All other trademarks are the property of their respective owners.