[Merged] Customer Support Ticket Response Times - Page 4 — Guild Wars 2 Forums

[Merged] Customer Support Ticket Response Times

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  • Yasi.9065Yasi.9065 Member ✭✭✭

    @Greaka.6905 said:
    Hey there,
    I opened a ticket on the 13th of May and have still no answer. I know sometimes it takes a while to get an answer but since your normal response times are half a week in worst case, I begin to wonder if my ticket was missed or something. So does anyone have an ETA on when I can hope for an answer?

    Also: When I wanted to open the ticket, I could not log into my account. Whenever I was on the support page, it told me to log in (with a link). So i click the link, enter my credentials and land on the account page. I then click again on support and the support page tells me that I am not logged in. So I had to create my ticket without being logged in. Chrome v66, no script blockers etc. Just the plain browser.

    This sounds so trivial, but when I have that problem (on firefox though) its either a faulty cookie. So deleting the cookies helps me. Or for whatever reason I have to force reload the account page because it loads the cached version.

    Obviously, it could be something entirely else for you, and to boot you already opened the ticket.. but yeah :)

  • @Gaile Gray.6029 said:

    @futte.8459 said:
    I have requested a Credit Card removal from my account, 7 days ago and 6 days since activity which. I asked for an update earlier today, but no answer yet. My credit card hasnt been removed from my account either.
    ID: #6905022

    I'm sure this will be handled soon, but a word of advice: For anything having to do with credit cards, or purchases, or billing -- always use the Form called "Purchase Issue" to get the right eyes on the ticket. We want to be sure that agents especially trained in handling in these matters get those tickets in their queues.

    @Flaster.5709 said:
    Arenanet closed my newest ticket with no response or solution. Absolutly unbelievable!

    The new ticket was closed **because you submitted a duplicate ticket* and for no other reason. The other one -- 6901678 -- still is open and will be resolved. Any information you provided in your new tickets was copied into the first ticket. But I'm sure you can realize how time-consuming this is, when people submit new tickets, put in tickets using "trash e-mail accounts" and take any number of steps to try to move up in the queue.

    I don't blame you or anyone for wanting help, and for hoping to get it more quickly. But please follow the proper steps and do not submit new tickets on the same issue, because that slows the process for every single player needing help.

    Thank you very much for the assistance.

  • SlippyCheeze.5483SlippyCheeze.5483 Member ✭✭✭✭

    @Yasi.9065 said:

    @Greaka.6905 said:
    Hey there,
    I opened a ticket on the 13th of May and have still no answer. I know sometimes it takes a while to get an answer but since your normal response times are half a week in worst case, I begin to wonder if my ticket was missed or something. So does anyone have an ETA on when I can hope for an answer?

    Also: When I wanted to open the ticket, I could not log into my account. Whenever I was on the support page, it told me to log in (with a link). So i click the link, enter my credentials and land on the account page. I then click again on support and the support page tells me that I am not logged in. So I had to create my ticket without being logged in. Chrome v66, no script blockers etc. Just the plain browser.

    This sounds so trivial, but when I have that problem (on firefox though) its either a faulty cookie. So deleting the cookies helps me. Or for whatever reason I have to force reload the account page because it loads the cached version.

    Obviously, it could be something entirely else for you, and to boot you already opened the ticket.. but yeah :)

    Same deal for me: I got into a strange cycle between forums and arenanet login, and clearing cookies fixed it. Definitely worth trying. Easy google to find instructions for whatever browser you are using.

  • I opened my ticket #6902540 on May 13 and had no response except an email the day of saying they received it. I checked my ticket today and saw there was activity 4 hours ago but I haven't received any emails and there was no new message on my ticket...

  • Greetings Gaile Gray/ArenaNet!

    My friend has a problem getting into his game rite now, he has since posted a ticket (6911985/6914337) The reason for 2 ticket numbers is his browser was glitchy and didnt act like it took when he submitted it but later found 2 emails awaiting him with 2 separate tickets, (he apologizes) for the redundant amount of tickets. He tried logging in but doesnt remember his password/name as its been some year or 2 since hes played the game(s). He hasnt got the box with the serial code on it anymore so theres no way for him to change anything here site wide, hence the reason he created the ticket so yall could help him recover his account. His user tag here on the site/forums and when you hover his name in my in game buddy list, this name appears over his in game alias Nvy. ( Nvy.5041 ) Hes been waiting patiently for a few days i think? He would love to be able to get in game and enjoy the community and game. THANK YOU for anything you can do to speed up the process, sorry I had to come in and 2nd hand all this to you, he has no way of even coming to the forums to post and speak with you cuz it says you have to have bought and prove you bought the game to even talk with you folks in here. Thanks again, cheers!

  • Ara.8540Ara.8540 Member ✭✭

    I just wanted to note here that I just had a very excellent experience with my ticket process. I submitted one on May 22, and heard back today, May 24. The GM that replied on my ticket was so friendly (not sure if I can name them here, but it's the GM on ticket #6912939) and just very helpful and nice. I would love if they could get some extra kudos from their bosses! I don't need to contact support often, but whenever I have, they're always very helpful.

    I'm sympathetic to anyone with difficult wait times, and hope your issues get resolved, good luck!

  • Nvy.5041Nvy.5041 Member ✭✭

    I also wanna thank "GM Frost Giant - Guild Wars 2 Support Team". They got my issue resolved and im back amongst the GW community once again!! I've tucked, sealed, put away, hidden, written 20 times in several locations throughtout my house all my GW's info so I havent this issue again, LOL!! Thank you FROST GIANT! Issue resolved!!

  • my friend has case#6905875 that hasnt been answered in over 9 days

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

    Created a ticket yesterday, and in less than 24 hours, said ticket answered and issue resolved. I'd guess the CS Team is making headway on the backlog.

    Thanks, Team! You da best!

  • A Friend of mine is waiting since 5 Days for response from the Support. Ticketnumber: 6910911
    Thanks in advance

  • Laut.6138Laut.6138 Member

    My friend sent a ticket on May 15 (6908326), a week has passed, but I still not get any answer. It was simply account restore (password reset) request. Why it takes so long, It's so difficult to do? I don't understand this support system, all support requests I made in my entire life didn't take so much time as this single one.

    What should I do to get support on my request?

  • selberkh.6859selberkh.6859 Member ✭✭

    my support ticket showed recent activity but i see nothing, does that mean they looked at it?

  • Yeah i think so. GW has really nice support so I think they will answer you soon, just wait like week.

  • I think GW has good support, but I belive there is a lot of tickets waiting on them. I was waiting like for 10 days, then they answered and solved my problem.
    And isn't possible to change password by yourself?

  • Ayrilana.1396Ayrilana.1396 Member ✭✭✭✭
    edited May 25, 2018

    They are currently backlogged according to a response last week in a thread exactly like this.

    Edit: Looks like they responded to a thread a few days ago too.

    https://en-forum.guildwars2.com/discussion/comment/529114#Comment_529114

  • Laut.6138Laut.6138 Member

    @Bitey.1934 said:
    I think GW has good support, but I belive there is a lot of tickets waiting on them. I was waiting like for 10 days, then they answered and solved my problem.
    And isn't possible to change password by yourself?

    The thing is restoration system didn't accept character name and game code with message "some fields are invalid please fix them"

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

    One thing that slows down tickets is 'friends' sending tickets on behalf of other players. It's best to submit one's own tickets.

    Good luck.

  • I've merged seven threads into this one. Seven!! Please review this thread, because you may be helped by the information contained within it.

    Please do not make new threads to try to follow-up on a support ticket. Read the thread, above, for exact details about how to to do that. Making forums threads is entirely ineffective for CS ticket escalation or follow-up.

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

  • Laut.6138Laut.6138 Member

    @Inculpatus cedo.9234 said:
    One thing that slows down tickets is 'friends' sending tickets on behalf of other players. It's best to submit one's own tickets.

    Good luck.

    Friend sent ticket by himself. He even can't log in, and can't track ticket, and can't ask a questions in forums. I did it because I had active account.

    So explain please how it slows down the tickets, it will fun to read.

  • RoseofGilead.8907RoseofGilead.8907 Member ✭✭✭✭
    edited May 26, 2018

    Ignore me. I misread and am very sleepy. :p

    Oh look. I have a signature now.

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

    @Laut.6138 said:

    @Inculpatus cedo.9234 said:
    One thing that slows down tickets is 'friends' sending tickets on behalf of other players. It's best to submit one's own tickets.

    Good luck.

    Friend sent ticket by himself. He even can't log in, and can't track ticket, and can't ask a questions in forums. I did it because I had active account.

    So explain please how it slows down the tickets, it will fun to read.

    Here's a Dev post:

    What I can suggest for anyone: Please ONLY make tickets about your own game account . Very important. Do not try to open tickets for other accounts. Do not attempt to submit tickets on behalf of other users. Do not try to say: I have these 5 accounts - if only 2 of them have your name. Do not try to confuse matters by talking about other persons's accounts or accounts you may be sharing - because that means the red flags for compromise pop up all over.

    You can read more here: https://www.reddit.com/user/Dornsinger

    Good luck.

  • @Aerick Blackmoore.8167 said:

    @Aerick Blackmoore.8167 said:
    Support ticket #6904111, openend on Monday, updated on Thursday, no reply yet, did receive email that ticket had been received. Assuming 5 work days with weekends off it'll take more than a week to reply to a simple issue.

    @Gaile Gray.6029 any help would be appreciated.

    8 days and counting, I know my ticket isn't as important as a hacked account modem issues, etc. but any further resolve would be appreciated.

    Entering the 3d week, ticket openend on the 14th of May, this Monday it will the 28th. 2 weeks gone by.

  • Been since Sunday when I put in as ticket and have not heard a reply. I then 2 days ago requested a update.

  • Arbriel.4397Arbriel.4397 Member ✭✭

    I submitted a ticket no 6914356 on Wednesday afternoon the 23rd and only had the receipt confirmation email not a single word from a GM yet. It’s so frustrating.

    Gaile you able to intervene?

    𝚃𝚑𝚊𝚗𝚔 you.

  • Arbriel.4397Arbriel.4397 Member ✭✭

    Oh ok Gaile that is understandable that intervening in this matter is not your role and so I’ll just wait for response having just updated my ticket too.

  • A Friend of mine waiting since 8 Days to get a Response from Support Ticketnumber #6910911.
    He updated his own Ticket 2 Times. He slowly gives up on the handling of the support Ticket.

  • Having to log in through my daughter's account as I cannot post through my own. Ticket #6905907 is now 12 days and counting where I have not had access to my account through none of my own fault. I am finding this completely unacceptable.

  • Nvy.5041Nvy.5041 Member ✭✭

    Hiya Gaile, Your staff was GREAT on the last submitted ticket I sent in & I dont wanna seem like a repeat ticket submitter but some friends of mine decided they wanted to go back for old times sake and play GW1, I tried logging in to no avail...... Ticket #6919266 All the pertinent info is in the ticket, emails, names, pw's etc. That I would have or could have used back then but nothing is working. Any help is great ly appreciated, thank you Gail/Staff.

  • Oimmuk.3185Oimmuk.3185 Member ✭✭

    Any update on when Tickets will be handled? I have one that is 14 Days old now Ticket #6905704 and one I submitted two days ago about a Gem Store Purchase Ticket #6919638. the First on is not so urgent, but the later one is, to me at least. BTW I am looking for a Work From Home Job and offer my services...

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

    @Nvy.5041 said:
    Hiya Gaile, Your staff was GREAT on the last submitted ticket I sent in & I dont wanna seem like a repeat ticket submitter but some friends of mine decided they wanted to go back for old times sake and play GW1, I tried logging in to no avail...... Ticket #6919266 All the pertinent info is in the ticket, emails, names, pw's etc. That I would have or could have used back then but nothing is working. Any help is great ly appreciated, thank you Gail/Staff.

    Have you linked gw1 and gw2 if so it uses the same login&pass as your gw2 account.

  • Nvy.5041Nvy.5041 Member ✭✭

    @Linken.6345 said:

    @Nvy.5041 said:
    Hiya Gaile, Your staff was GREAT on the last submitted ticket I sent in & I dont wanna seem like a repeat ticket submitter but some friends of mine decided they wanted to go back for old times sake and play GW1, I tried logging in to no avail...... Ticket #6919266 All the pertinent info is in the ticket, emails, names, pw's etc. That I would have or could have used back then but nothing is working. Any help is great ly appreciated, thank you Gail/Staff.

    Have you linked gw1 and gw2 if so it uses the same login&pass as your gw2 account.

    yes I have, if I go to SERVICES/ MY ACCOUNT on guildwars site here, it shows GW2, expansions, GW1 and says ACTIVE. But if i try using the EXACT same login as I use for GW2, it DOES NOT WORK. It says "We dont recognize your account login information. Please try again."

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

    Your GW account may have been compromised, especially if it has been some time since last accessed. The CS Team should be able to assist you, should that be the case, if you have the proper documentation to prove ownership.

    Good luck.

  • Nvy.5041Nvy.5041 Member ✭✭

    @Inculpatus cedo.9234 said:
    Your GW account may have been compromised, especially if it has been some time since last accessed. The CS Team should be able to assist you, should that be the case, if you have the proper documentation to prove ownership.

    Good luck.

    I just wanna get back in game and become an active GW1 player again. I had some pretty kitten characters in that game, max leveled, achievements Etc... Looking forward to getting in and rehashing some ole memories, good times and possibly running into old friends!

  • Oimmuk.3185Oimmuk.3185 Member ✭✭

    Alright now we are getting somewhere, my ticket that is almost two weeks old is getting assistance. This ticket (Ticket #6919638
    Gem Store Purchase) is of a much greater interest to me, it cost me gems for something I cannot use but you system allowed me to purchase, namely a Bank Extension tab. Usually it says you have bought all of those type things and will not let you buy it unless it is a gift.

  • Fair is fair, yes it was a long wait, but ! The matter was resolved satisfactory, thank you GM Ultra Viper!

  • Blanche.2170Blanche.2170 Member ✭✭

    Hello.

    It's now 9days without any answer in my tickets... It's about GW Originals... Some friends have a answer just the day after they create their tickets but mine which was made before them has no answer...

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

  • Veldarin.9836Veldarin.9836 Member ✭✭
    edited June 1, 2018

    Ticket Number: 6911368

    After submitting this ticket and waiting ten days I asked for an update regarding that ticket. I still don't have a response. It's about a character of mine which is stuck at the end of the level 20 personal story. Visited the last instance with a friend (he opened that instance), I wanted to claim the progress, therefore the reward of my own story, and didn't get anything. Relogged, boosted that character to 30, And no way to get that reward. And I cannot re-enter that final instance for playing it again.

    And before someone wants to suggest it: Deleting the character and re-creating it is not a solution for me!

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

    If your friend wasn't on the same path/story arc as you were, and you accepted progress, there's no way to go back to the original L20 arc's story.

  • Veldarin.9836Veldarin.9836 Member ✭✭

    @Inculpatus cedo.9234 said:
    If your friend wasn't on the same path/story arc as you were, and you accepted progress, there's no way to go back to the original L20 arc's story.

    We were, otherwise I shouldn't have been able to accept the progress in the first place.

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

    No, you can accept progress from another's story arc, which will change the path you are on. It often shows up as a 'bug' report, as players aren't aware of the mechanic involved (it's so the two players can continue playing the story together).

  • Veldarin.9836Veldarin.9836 Member ✭✭

    We went with the mindset that this isn't really possible, so we both decided to choose the stame stories.

    Quick update, problem is solved now. I don't know if I screwed something up on my part or the support looked at it, but I got my reward and my story progress.

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

    Good to hear!
    Happy adventuring.

  • @Veldarin.9836 said:
    We went with the mindset that this isn't really possible, so we both decided to choose the stame stories.

    Quick update, problem is solved now. I don't know if I screwed something up on my part or the support looked at it, but I got my reward and my story progress.

    Thanks for posting the followup. It's very good to know that things have been resolved but not everyone remembers to update when it is, so we appreciate the note.

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

  • hello all,

    may i ask what the typical response times for support tickets are? i submitted a ticket about unlinking my google auth (because i switched phones some time ago and don't have access to the old one anymore) so that i can link the new one, provided all the info into the ticket.

    this was on wednesday and i've yet to hear from anyone from anet. i've been away from the game for a long time, would like to get into it again, but i can't because of the authenticator.

    surely it is not that complicated to just unlink my old auth?

    thank you

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

    @skuko.5783 said:
    hello all,

    may i ask what the typical response times for support tickets are? i submitted a ticket about unlinking my google auth (because i switched phones some time ago and don't have access to the old one anymore) so that i can link the new one, provided all the info into the ticket.

    this was on wednesday and i've yet to hear from anyone from anet. i've been away from the game for a long time, would like to get into it again, but i can't because of the authenticator.

    surely it is not that complicated to just unlink my old auth?

    thank you

    I had my SMS Authorization unlinked this past week; the response time (and unlinking) was about 8 hours. Follow-up requests took a bit longer; a few days.
    But, some tickets are running up to 10 days, and more.

    Good luck.

  • Okay, I submitted a ticket on May 20th to get my Character name for GW1 so I can login. It's June 1st, have gotten no response....Are you serious? I've provided login details, the games attached to this acct. and I know support has access to my acct. so?

  • Axyle.1872Axyle.1872 Member ✭✭

    I am trying to get my father to give this game a chance again, but he no longer has the phone associated with his google authenticator. When this happened many years ago, it took about an hour to get a response and a correction. He made an anonymous ticket, but I noticed that gw2 support indicates that non anonymous requests will be handled more swiftly, so I made a ticket as well and gave all of his information. Is there any idea what the turn around on this is? Not being able to login to your account is a pretty awful issue. :(

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

    @Axyle.1872 said:
    I am trying to get my father to give this game a chance again, but he no longer has the phone associated with his google authenticator. When this happened many years ago, it took about an hour to get a response and a correction. He made an anonymous ticket, but I noticed that gw2 support indicates that non anonymous requests will be handled more swiftly, so I made a ticket as well and gave all of his information. Is there any idea what the turn around on this is? Not being able to login to your account is a pretty awful issue. :(

    Were did you read that all the info I have got over the years say that there is no differance bettwen anon or non anon tickets.
    Close the ticket you did since you are not allowed to make tickets for someone else mate. ( it will be closed when someone see its made by a none account holder, but for evey one that make extra tickets the que grows larger )
    Imagen that 10000 people made 2 tickets each in a que of 40000 thats alot of extra tickets to sift through.

  • Axyle.1872Axyle.1872 Member ✭✭

    Okay, I can't find where I thought I read that, but maybe I misunderstood. I am trying to close my ticket down.

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

    @Axyle.1872 said:
    Okay, I can't find where I thought I read that, but maybe I misunderstood. I am trying to close my ticket down.

    just have to reply to the email you got that "I dont need assistance anymore" on that ticket.