Could we get estimated wait times on tickets? — Guild Wars 2 Forums
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Could we get estimated wait times on tickets?

Taboria.3071Taboria.3071 Member ✭✭
edited October 23, 2017 in Account & Technical Support

Anet, could we have an estimated wait time on tickets please? How long do we have to wait? Why do we have to wait that long? What's going on at all?
I have a ticket opened a week ago, and still no reply. Here in the forums and on Reddit as well I saw mentioning of 4 weeks of wait times. This shuns a very bad light on Support... I willing to believe that they are working day and night on tickets as fast as possible, but the only thing that I know for sure, that mine haven't been checked yet. Nothing more. I wouldn't mind if I would know, that my ticket will be reviewed like 2 weeks from now, because I would know something. But for now I just hope everyday, and no luck so far. (And my problem isn't even a serious issue, so if someone would just say "sorry, we can't help you" would be okay, and I'd be done with it.)

Could you please send email notification or something when someone opens a ticket an estimation on wait time?

Or could you just say something about it? The last thing I know about this that RB2 said on twitter that ticket resolve time increased

and this topic:
https://forum-en.guildwars2.com/forum/support/support/Current-State-of-Support-August-28-2017

but these were long ago.

-
Sasu

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Comments

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

    +1
    Two weeks here.

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

  • Susy.7529Susy.7529 Member ✭✭✭

    I've read of times of 3 weeks with a maximum of 4 weeks (1 month) on reddit, that's ridiculous.....

  • I waited about 2 and a half weeks, just sit tight. They’re experiencing a very high volume of tickets since the release of Path of Fire. :)

  • Patience is key. Large player base, new expansion. Going to be very high volume of support tickets. Was the same with HoT. Realistically, they know this is coming, would be nice if they had the foresight to hire some additional service desk staff for a couple months after the release, but oh well.

  • I agree, this is pretty ridiculous. My wife tried to come back to play the expansion with me, but she can't access her account because she doesn't remember the password. Should be simple right? Even with the original product key the automated system won't work with an error indicating an incorrect field but not indicating the field, and still no response on her ticket. I'm super glad I hadn't bought the expansion yet :\

  • Did you try the Serial Key without the dashes? Or vice-versa?

  • JustTrogdor.7892JustTrogdor.7892 Member ✭✭✭✭
    edited October 25, 2017

    As far as I can recall it has been over a month since they bothered to make a statement on the issue (via Twitter). That's too bad and I even though it doesn't involve me I find it disrespectful. Seems to be the elephant in the room.

    Heck, as much as they seem to love sticky threads in other forums it seems they could at least make one here saying they are running behind on tickets. That would be better than having forum members relay that information for them. I feel it is not cool to expect forum regulars (customers) to explain why tickets are running behind in thread after thread, but it seems that is what is happening. :disappointed:

  • @Inculpatus cedo.9234 said:
    Did you try the Serial Key without the dashes? Or vice-versa?

    Both.

  • Quickbuds.6950Quickbuds.6950 Member ✭✭
    edited October 25, 2017

    Yuup this is ridiculous at the moment... Going on 11 days to fix my problem. And Im one of the fortunate ones whos problem doesnt affect my ability to access the game. I've heard of stories of ppl waiting 3 weeks + with account issues not allowing them to login. I think the player base would be less upset if Anet just came out and gave an announcement on the situation tho. Waiting 3 weeks to play a game you anxiously want to play immediately is 1 thing if you are prepared for it, but its torture to be kept in the dark.

    On the other hand, sure is nice to have first world problems.

  • DBZVelena.5186DBZVelena.5186 Member ✭✭✭

    Topics like this help me put my 9 days waiting in perspective. Thankfully its not a critical issue that needs to be resolved for me to be able to play. So to those people i hope your tickets get handled soon.

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    Medium-heavy Charr RP guild with a focus on special operations.
    PM if you're interested!
    Signed: Alexa SplinterSteel.

  • I eagerly came back to GW2 after a month playing at launch a week ago...love all the new changes...took 24h to resolve my password reset and thought, not bad...Bought HOF & HOT and spent a good £40 on some gems and in game 'new stuff'. Made a small error in the wrong gem bundle purchase, as 'eager newbie' not knowing all the options...raised a 'gem purchase issue' ticket a day ago, thinking 24h again for a reply 'should be normal'...nothing in my email this morning so thought let me get on the forum see what's happening...reading the posts above my eagerness to continue again fading away...3 to 4 weeks...really...please Anet no, no....please no....

  • I checked in with Customer Support, and after the initial surge of tickets with the launch of Path of Fire, things have settled down to normal and most tickets will be responded to within 24 hours. Keep in mind that individual situations vary, and some of the more complex issues will take longer. But for the most part, most tickets can be resolved by the next day.

    If you're experiencing a long delay, you should get a response to keep you informed of the situation. For instance, perhaps your ticket needs to be escalated to a senior agent, maybe it's coming in through an incorrect reason and needs to be rerouted, or it may be that you've submitted more than one ticket and the multiples need to be identified and merged (which is why you never should submit more than one ticket, but update your existing ticket if you have additional info to share or if you want to ask for an update). If you've been waiting more than 3 full days without a response of any kind, post your 7-digit ticket number below and I'll track a few of those to see if there are any issues in the system.

    Thank you for your patience, and here's wishing you a fast turn-around for any of your support needs!

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

  • Hello, can we have some help for the 6688035 tickets please ? :)

  • Mona.4378Mona.4378 Member
    edited November 8, 2017

    Don't find how to edit a post or send a private message, so sorry for the double post ...
    @Gaile Gray.6029 as i asked before we need some help for the 6688035 ticket which was created a little more than 3 days, it's just for dissociate an authenticator because of lost phone, please, can you help us with that ?

  • edited November 8, 2017

    I will shortly be hitting the 3 full days without a response to a ticket. Ticket #6688761 Account: epsilon.2698 (forum relogged me into my second account). Understand you guys are probably busy with the patch coming out, but can't play with my guild until I get it sorted out. Thanks in advance.

  • @Gaile Gray.6029 said:
    I checked in with Customer Support, and after the initial surge of tickets with the launch of Path of Fire, things have settled down to normal and most tickets will be responded to within 24 hours. Keep in mind that individual situations vary, and some of the more complex issues will take longer. But for the most part, most tickets can be resolved by the next day.

    If you're experiencing a long delay, you should get a response to keep you informed of the situation. For instance, perhaps your ticket needs to be escalated to a senior agent, maybe it's coming in through an incorrect reason and needs to be rerouted, or it may be that you've submitted more than one ticket and the multiples need to be identified and merged (which is why you never should submit more than one ticket, but update your existing ticket if you have additional info to share or if you want to ask for an update). If you've been waiting more than 3 full days without a response of any kind, post your 7-digit ticket number below and I'll track a few of those to see if there are any issues in the system.

    Thank you for your patience, and here's wishing you a fast turn-around for any of your support needs!

    I have a ticket opened on the 16th of october and i'm still waiting an update. 6661319

    vabbi.eu

  • can't edit so i repost : my 6688035 ticket is done, so i don't need help anymore !

  • Editing was fixed days ago. Are you trying to edit and not finding that you are able to do so?

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

  • Linkazzatore -- 6661319 is a duplicate of 6648432 in which you were reporting someone. You were thanked for your report and there is no additional information that the team needs. That is all the answer that they would give in a situation such a yours.

    Mona - thank you, glad you're set.

    Episilon -- you were answered fully after two hours ago and you also should be good to go.

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

  • I haven't thought it could be considered as duplicate of the other ticket since were 2 different people, oh well thanks good to know

    vabbi.eu

  • Ticket 6846052- I managed to convince my wife to come back and play again but her account was suspended? She has it sms protected and changed the password recently, its been 4 days but no progress update so till its removed she can't play, can you plz help?

  • Dayra.7405Dayra.7405 Member ✭✭✭✭

    @Gaile Gray.6029 said:
    things have settled down to normal and most tickets will be responded to within 24 hours.

    Sounds good, but is it as good for all supported languages? E.g. should we germans better write english tickts to not wait much longer?

  • Was the reason i posted here, tickets been active for 4 days, and after searching forums a little i was worried that ticket times were taking too long. Some were waiting 2 weeks +, and you can see the OP was at the end of last year so is it still that bad with the volumn of tickets nowadays?

  • 5 days later and got an update hopefully will get the ticket sorted soon, fingers crossed :)

  • Can I get an update on ticket 6845028? I submitted it March 23rd, then replied to it on March 29th asking for an update. I did not receive rewards for PoF chapters "The Way Forward" and "Bringing Out the Archon" so I can't complete my collection.

  • I've been locked out of my account for three days now, no actual response on the ticket - one can only assume there's something very very wrong with the customer support system.

  • My friend lost his phone with authenticator. He doens't wanna lose the current event, but support is taking too long to answer his ticket, this is very annoying, something so quick to solve, it should be answered asap. He can't even post here since he doens't have the authenticator.

  • Three days ago I created ticket 6887185 to regain access to my Guild Wars 1 account. I'm posting here hoping someone from support might take a look at it. Any updates would be greatly appreciated!

  • Steve The Cynic.3217Steve The Cynic.3217 Member ✭✭✭✭

    @babizokahh.1870 said:
    My friend lost his phone with authenticator. He doens't wanna lose the current event, but support is taking too long to answer his ticket, this is very annoying, something so quick to solve, it should be answered asap. He can't even post here since he doens't have the authenticator.

    It will be answered ASAP: "As Soon As Possible". ASAP does not mean "immediately". I mean, I realise that it's frustrating to be locked out of the game like that (which is a reason that I don't have an authenticator for GW2 on my phone), but your friend isn't the only player who's put in a ticket. He probably isn't even the only player with a lost authenticator-phone.

    @Biff.5312 said:
    Exercise your whimsy.

  • @Trefiat.1203 said:
    Three days ago I created ticket 6887185 to regain access to my Guild Wars 1 account. I'm posting here hoping someone from support might take a look at it. Any updates would be greatly appreciated!

    I've been waiting 6 days for the same thing. Settle in for the long-haul, and remember to get up and walk around the aisles every hour or so to avoid DVT.

  • I've been waiting a few days now trying to get someone to help me with my issues and i kinda need help so i can get the new dlc that has gone to a deleted email i cant access anymore, my new ticket number is 6891663 would be awesome if i could get help soon.

  • Medori.7285Medori.7285 Member ✭✭

    six-day old ticket #6885886
    Can any of you confirm that we are supposed to get a confirmation email from ArenaNet when they receive a ticket? I never received one......
    Thanks

  • RoseofGilead.8907RoseofGilead.8907 Member ✭✭✭✭
    edited May 3, 2018

    @Medori.7285 said:
    six-day old ticket #6885886
    Can any of you confirm that we are supposed to get a confirmation email from ArenaNet when they receive a ticket? I never received one......
    Thanks

    Yes, you are supposed to get a confirmation email almost immediately after you submit a ticket (all of mine were received within 10 minutes of making any tickets I've submitted in the past). If you didn't get it, then there was either a typo in the email address you typed in when you made your ticket, your email provider is blocking Anet's mails/putting them in the spam folder, or the ticket just didn't go through. So, check your spam filters and all of that.

    Oh look. I have a signature now.

  • Medori.7285Medori.7285 Member ✭✭

    Thanks Rose, will do.

  • @Gaile Gray.6029

    Ticket #6884371

    Over 1 week with no response. Please help ! I cannot login to two of my accounts because the authenticator refuses to send me emails for my new IP address.

  • Ticket #6891663
    i gotten the main issue resolved but i still need the path of fire code resent to the proper email so i can start downloading it.

  • Ten days on ticket #6884711. Sigh.