[Merged] Customer Support Ticket Response Times - Page 7 — Guild Wars 2 Forums

[Merged] Customer Support Ticket Response Times

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  • sokeenoppa.5384sokeenoppa.5384 Member ✭✭✭✭

    I sent ticket 2 weeks ago and got my response today.

    I'll have two number 9s, a number 9 large, a number 6 with extra dip, a number 7, two number 45s, one with cheese, and a large soda.

  • Eloc Freidon.5692Eloc Freidon.5692 Member ✭✭✭✭

    19 days ago and got mine. And of course they are unable to do anything because the week they could have seen reward progress has since reset 3 times over.

  • Sort of disappointing with such long response times. Ah well, thank you regardless.

  • Randulf.7614Randulf.7614 Member ✭✭✭✭

    @Vasoka.3460 said:
    Sort of disappointing with such long response times. Ah well, thank you regardless.

    Its not normal, they are inundated right now. The problem is exasperated by those waiting a while put a new ticket in, reset their queue time and wait even longer. Until they clear a whopping backlog of tickets 1-2 weeks is the minimum. Is it acceptable? No, it is extremely poor service, but there isnt really much to do about it either

    What sleep is here? What dreams there are in the unctuous coiling of the snakes mortal shuffling. weapon in my hand. My hand the arcing deathblow at the end of all things. The horror. The horror. I embrace it. . .

  • @Randulf.7614 said:

    @Vasoka.3460 said:
    Sort of disappointing with such long response times. Ah well, thank you regardless.

    Its not normal, they are inundated right now. The problem is exasperated by those waiting a while put a new ticket in, reset their queue time and wait even longer. Until they clear a whopping backlog of tickets 1-2 weeks is the minimum. Is it acceptable? No, it is extremely poor service, but there isnt really much to do about it either

    Is there any way I can contact them other than a written ticket in order to expedite this?

  • Randulf.7614Randulf.7614 Member ✭✭✭✭

    @Vasoka.3460 said:

    @Randulf.7614 said:

    @Vasoka.3460 said:
    Sort of disappointing with such long response times. Ah well, thank you regardless.

    Its not normal, they are inundated right now. The problem is exasperated by those waiting a while put a new ticket in, reset their queue time and wait even longer. Until they clear a whopping backlog of tickets 1-2 weeks is the minimum. Is it acceptable? No, it is extremely poor service, but there isnt really much to do about it either

    Is there any way I can contact them other than a written ticket in order to expedite this?

    No. If you could, everyone would do it. They operate support issues in order they are received

    What sleep is here? What dreams there are in the unctuous coiling of the snakes mortal shuffling. weapon in my hand. My hand the arcing deathblow at the end of all things. The horror. The horror. I embrace it. . .

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

    Did you receive the near-immediate automated response? Did you secure the email associated with that account?
    Often, when an account is compromised, the associated email account is also compromised, and Support emails are intercepted.

    Good luck.

  • RandomWolf.3986RandomWolf.3986 Member ✭✭✭

    One of my tickets related to a character problem hasn't seen a reply in a few weeks now. Besides long waiting, you'll most likely get automated responses.

  • Nero.7602Nero.7602 Member ✭✭

    there is a big official topic like 6 post below this one about this exact same thing, i dont think a new one was needed, its probably going to get merged to that one.
    that being said 11 days waiting here so good luck getting support soon xD

  • Nero.7602Nero.7602 Member ✭✭

    @a midnight swim.4803 said:

    @Nero.7602 said:

    @kalebmartens.8403 said:
    Good afternoon. I would like to know the status of one ticket I submitted 5 days ago. I can put in the ticket ID here. I hope a Anet customer support rep will see this and look into it. Thank you.

    pfff 5 days, come back in 10 more days, they are taking really long to respond to tickets, mine is already 10 days old and not a single responce from support, some ppl have been waiting for 15 days already, its sad to see CS taking so long to respond to tickets, they need to do something about this.

    If you'd read the post made by Gaile you'd know they are doing all that they can- but you can't just add 100's more CS staff and expect all the tickets to go away within a day or so. You just need to wait it out until they get to your ticket. That's exactly what I'm doing.

    thats not entirely true, i have work with CS, and there are a lot of ways to shorten responces times, the "i cant do anything" aproach is not real, there are things support can do, and not asking them to do it is part of the problem, waiting times for tickets are not within aceptable responce times imo.
    i had a similar problem once, we hired more ppl with a script, so they filtered the tickets for support, worked like a charm, they solved the really easy ones, while trained staff could focus on harder, less obvious cases.

  • edited June 11, 2018

    I see some continuing confusion about a few things, so I'd like to expand on my comments in the update post:

    • Tickets are indeed handled in the order received, but we always have an agent scoping out the new, incoming tickets to watch for emerging trends or issues that require immediate resolution. For instance, if someone reports a crashing issue, but that ticket waits in the normal queue, several other people might also experience the same issue. On the other hand, if by noting an early ticket on the matter we can work with the first or the first few people reporting the issue to enable us to replicate the problem, we then can nail it down and resolve it, which will prevent others from running into that bug.
    • As I posted previously, this thread is not a means of obtaining an update about your ticket. I totally understand your desire for an update, but that is not something that we can offer through this medium, with my regrets.
    • When you write that you have not received a single response from CS, you should be clear: Did you never get any response of any kind? If that's the case, then the ticket may not have gone through and you should follow the steps I outlined in the update post to make sure your ticket was received by our CS Team. Did you not hear anything after the initial confirmation that we received your ticket? If the latter is the case -- if you got a confirmation that your ticket was received -- then please don't say "I haven't heard a word" or "I never got a single reply." While the automated notification that we received your ticket is just that -- an automated notification -- it is an essential part of the process, and it would help enormously if people post accurately. (This will prevent us from wasting agent time looking into whether the response system is broken.)
    • Service team training does take time, and we're going through that process as quickly as possible.

    Thank you.

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

  • @Gaile Gray.6029 said:

    • When you write that you have not received a single response from CS, you should be clear: Did you never get any response of any kind? If that's the case, then the ticket may not have gone through and you should follow the steps I outlined in the update post to make sure your ticket was received by our CS Team.

    Hello, I do not believe my ticket was received by the CS team. I am having trouble finding this "Update Post" you mentioned. If you could point me in the right direction so I can follow the proper steps in making sure my ticket goes through that would be great. Thanks again!

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

    @kalebmartens.8403 said:

    @Gaile Gray.6029 said:

    • When you write that you have not received a single response from CS, you should be clear: Did you never get any response of any kind? If that's the case, then the ticket may not have gone through and you should follow the steps I outlined in the update post to make sure your ticket was received by our CS Team.

    Hello, I do not believe my ticket was received by the CS team. I am having trouble finding this "Update Post" you mentioned. If you could point me in the right direction so I can follow the proper steps in making sure my ticket goes through that would be great. Thanks again!

    Probably this post/thread: https://en-forum.guildwars2.com/discussion/42967/customer-support-update-6-8-2018

    Good luck.

  • @kalebmartens.8403 said:

    @Gaile Gray.6029 said:

    • When you write that you have not received a single response from CS, you should be clear: Did you never get any response of any kind? If that's the case, then the ticket may not have gone through and you should follow the steps I outlined in the update post to make sure your ticket was received by our CS Team.

    Hello, I do not believe my ticket was received by the CS team. I am having trouble finding this "Update Post" you mentioned. If you could point me in the right direction so I can follow the proper steps in making sure my ticket goes through that would be great. Thanks again!

    It is live-linked in my comments. Linked again here but in case you're not seeing the links, or are not able to interact with them, here's the full link: https://en-forum.guildwars2.com/discussion/42967/customer-support-update-6-8-2018

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

  • Nvy.5041Nvy.5041 Member ✭✭

    I woke this AM to the long time login issue I faced to be rectified & resolved. I wanna thank GM Ultra Viper for handling this for me and if I seemed pushy or impatient my deepest apologies, this game is my yoga, place of relaxation, down time from work and the hassles of life, so when its gone, stress is reborn, LOL. Thank you guys for what you do and the masses you take on everyday. Kind regards, Tim aka Nvy

  • Don’t keep sending tickets that will put you in the back of the line and delete any previous teckets, this will make your wait even longer!

  • Heya, I've tried to contact Arenanet Support almost 10 days ago, haven't even received a "We're looking into it" or anything like that. I don't know your work policies but it seems like someone working for Arenanet doesnt give the slightest dam about their job, Ticket ID 6935574 hopefully I'll receive an answer before i die :P

  • Chilli.2976Chilli.2976 Member ✭✭✭✭
    edited June 11, 2018

    From their previous post regarding tickets, expect a reply within 7 - 14 working days as a minimum.

  • Randulf.7614Randulf.7614 Member ✭✭✭✭

    Did you receive the automated email when your ticket submitted? If you did, then yeah wait times are very long right now due to training and a huge influx of tickets. If not, check your spam folders.

    What sleep is here? What dreams there are in the unctuous coiling of the snakes mortal shuffling. weapon in my hand. My hand the arcing deathblow at the end of all things. The horror. The horror. I embrace it. . .

  • edj.9620edj.9620 Member

    Put a ticket in back in May, still haven't received anything and even did a 'bump' post on it last friday. These wait times are a bit ridiculous

  • its for an email change so sending an info to the old email would be kinda stupid

  • but thx for the answers

  • @edj.9620 said:
    Put a ticket in back in May, still haven't received anything and even did a 'bump' post on it last friday. These wait times are a bit ridiculous

    According to your ticket, you essentially are requesting a "favor," a service that is outside our normal set of activities.

    I'm sure you'll agree that your issue is not urgent when weighed against someone who is unable to access their account or a player who is experiencing technical issues. Rest assured that the team will get back to you as soon as possible and thank you again for your patience.

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

  • edited June 12, 2018

    For the many of you opening threads on the subject of Customer Support and response times -- some with the exact title of this merged thread -- please read the update that I posted yesterday about our response times, and know we're doing our best to reduce the turn-around time and handle all issues and requests as swiftly as possible.

    If you have questions, post in this very thread here, please, and do not create another thread on the same subject.

    Thanks for your patience and understanding.

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

  • Neutra.6857Neutra.6857 Member ✭✭✭

    @Gaile Gray.6029 When is it reasonable to request an update for an issue. I know my issue is minor so I have no issue waiting but for those who have more serious problems this would be good info to have.

  • circuitnerd.5863circuitnerd.5863 Member ✭✭✭

    I really don't know how you guys expect your customers to not feel alienated. I cannot see any other company functioning with these response times and not being reviewed by the BBB. No way would you wait a week or longer for customer support from Amazon, Blizzard, EA, UPS, etc. Also treating one player's case as less important is basically saying "Oh well, this person's value is less." Everyone should be expected to the same treatment regardless of issue. If man power is an issue you really need to hire more because as of right now it reflects badly on your company's image.

    Certifiable gameaholic

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

    @circuitnerd.5863 said:
    I really don't know how you guys expect your customers to not feel alienated. I cannot see any other company functioning with these response times and not being reviewed by the BBB. No way would you wait a week or longer for customer support from Amazon, Blizzard, EA, UPS, etc. Also treating one player's case as less important is basically saying "Oh well, this person's value is less." Everyone should be expected to the same treatment regardless of issue. If man power is an issue you really need to hire more because as of right now it reflects badly on your company's image.

    You can't just throw new hires in and expect things to get done lol

    And the case importance is normal. You can't tell me that you don't see why they would do that. Openly saying it doesn't make it bad practice suddenly. There are more pressing issues than somebody idk, accidentally deleting one of their important items and asking to get it back over people who patch their game and suddenly nothing works for them anymore as an example.

    Throw in a thousand new tickets every day on a huge backlog, throw in people continuing to bump their tickets, making new ones.. the list goes on and on.

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

  • @circuitnerd.5863 said:
    I really don't know how you guys expect your customers to not feel alienated. I cannot see any other company functioning with these response times and not being reviewed by the BBB. No way would you wait a week or longer for customer support from Amazon, Blizzard, EA, UPS, etc. Also treating one player's case as less important is basically saying "Oh well, this person's value is less." Everyone should be expected to the same treatment regardless of issue. If man power is an issue you really need to hire more because as of right now it reflects badly on your company's image.

    I've waited over a week with EA to get someone to even reply to my ticket on refunding a game I bought with the wrong debit card, so don't even start with me on EA. Blizzard is the same way if it has nothing to do with money they will happily let you wait half a decade for a reply.

  • @Gaile Gray.6029 Hi, i pushed a support ticket one week ago, regarding not being able to access my account, due to lost authenticator. ticket was submitted without logging in. ticket ID : "6941598: lost authenticator". hope you can do something about this. because i would like to access my account from other devices. thanks.

  • @pkBond.3509 said:
    @Gaile Gray.6029 Hi, i pushed a support ticket one week ago, regarding not being able to access my account, due to lost authenticator. ticket was submitted without logging in. ticket ID : "6941598: lost authenticator". hope you can do something about this. because i would like to access my account from other devices. thanks.

    Hi,

    As I've explained, this thread is not intended as a means to request a ticket status update or review. We're happy to host a thread that allows players to discuss their situations, but we're not monitoring this thread with an eye to expediting or reviewing specific tickets. Thanks for understanding.

    As far as asking for an update, CS has informed me that asking for an update doesn't really accomplish too much. Certainly it's preferable to ask about an update in an existing ticket, as compared to creating a new one to say "What about that other ticket?" But the time taken for a CS agent to respond with an update takes time away from actually resolving issues, which is our first priority. Asking for an update doesn't raise the ticket in the queue, but if you're concerned and have not heard in, say, two weeks -- the outside edge of resolutions, as we've said -- you're welcome to ask about the status of that ticket within that same ticket.

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

  • Neutra.6857Neutra.6857 Member ✭✭✭

    @Gaile Gray.6029 said:

    @pkBond.3509 said:
    @Gaile Gray.6029 Hi, i pushed a support ticket one week ago, regarding not being able to access my account, due to lost authenticator. ticket was submitted without logging in. ticket ID : "6941598: lost authenticator". hope you can do something about this. because i would like to access my account from other devices. thanks.

    Hi,

    As I've explained, this thread is not intended as a means to request a ticket status update or review. We're happy to host a thread that allows players to discuss their situations, but we're not monitoring this thread with an eye to expediting or reviewing specific tickets. Thanks for understanding.

    As far as asking for an update, CS has informed me that asking for an update doesn't really accomplish too much. Certainly it's preferable to ask about an update in an existing ticket, as compared to creating a new one to say "What about that other ticket?" But the time taken for a CS agent to respond with an update takes time away from actually resolving issues, which is our first priority. Asking for an update doesn't raise the ticket in the queue, but if you're concerned and have not heard in, say, two weeks -- the outside edge of resolutions, as we've said -- you're welcome to ask about the status of that ticket within that same ticket.

    Good to know, guess I will wait another week or so since my issue is pretty minor.

  • @Neutra.6857 said:

    @Gaile Gray.6029 said:

    @pkBond.3509 said:
    @Gaile Gray.6029 Hi, i pushed a support ticket one week ago, regarding not being able to access my account, due to lost authenticator. ticket was submitted without logging in. ticket ID : "6941598: lost authenticator". hope you can do something about this. because i would like to access my account from other devices. thanks.

    Hi,

    As I've explained, this thread is not intended as a means to request a ticket status update or review. We're happy to host a thread that allows players to discuss their situations, but we're not monitoring this thread with an eye to expediting or reviewing specific tickets. Thanks for understanding.

    As far as asking for an update, CS has informed me that asking for an update doesn't really accomplish too much. Certainly it's preferable to ask about an update in an existing ticket, as compared to creating a new one to say "What about that other ticket?" But the time taken for a CS agent to respond with an update takes time away from actually resolving issues, which is our first priority. Asking for an update doesn't raise the ticket in the queue, but if you're concerned and have not heard in, say, two weeks -- the outside edge of resolutions, as we've said -- you're welcome to ask about the status of that ticket within that same ticket.

    Good to know, guess I will wait another week or so since my issue is pretty minor.

    Thank you very much for being so understanding!

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

  • Theros.1390Theros.1390 Member ✭✭✭

    I send you all the positives waves I can.

    Courage to all the GMs and staff from customer service. <3

    You CAN do it !

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

    @Gaile Gray.6029 said:

    @Neutra.6857 said:

    @Gaile Gray.6029 said:

    @pkBond.3509 said:
    @Gaile Gray.6029 Hi, i pushed a support ticket one week ago, regarding not being able to access my account, due to lost authenticator. ticket was submitted without logging in. ticket ID : "6941598: lost authenticator". hope you can do something about this. because i would like to access my account from other devices. thanks.

    Hi,

    As I've explained, this thread is not intended as a means to request a ticket status update or review. We're happy to host a thread that allows players to discuss their situations, but we're not monitoring this thread with an eye to expediting or reviewing specific tickets. Thanks for understanding.

    As far as asking for an update, CS has informed me that asking for an update doesn't really accomplish too much. Certainly it's preferable to ask about an update in an existing ticket, as compared to creating a new one to say "What about that other ticket?" But the time taken for a CS agent to respond with an update takes time away from actually resolving issues, which is our first priority. Asking for an update doesn't raise the ticket in the queue, but if you're concerned and have not heard in, say, two weeks -- the outside edge of resolutions, as we've said -- you're welcome to ask about the status of that ticket within that same ticket.

    Good to know, guess I will wait another week or so since my issue is pretty minor.

    Thank you very much for being so understanding!

    Remember all: Gayle has told us in other posts that they are working on training up more CS people to help deal with the load, so it's going to get better as they start coming out of training, and online. Though where they found all those Skritt I will never know...

  • I have opened this discussion hoping one of the members of support team comes across it. I am trying to recover my old GW2 account. Unfortunately the recovery steps requires me to enter the serial code of my physical purchase of GW2, which I have lost. I have submitted two tickets no. 6953985 and 6947706. It's been 5 days and still haven't gotten a response. The excitement of coming back to GW2 is wearing off... I am starting to regret making a second purchase of the game... I hope someone at techsupport takes this matter seriously and responds to this matter as soon as possible.

  • RoseofGilead.8907RoseofGilead.8907 Member ✭✭✭✭

    If both tickets are for the same issue, you should close the most recent one and just wait for the first one to be answered. Support is currently very backed up, so it will take some time to get a response. See this huge thread here: https://en-forum.guildwars2.com/discussion/39093/customer-support-ticket-response-times-merged#latest

    Oh look. I have a signature now.

  • sigh >5 days for password/account recovery....

  • Nero.7602Nero.7602 Member ✭✭

    14 days waiting for a response, i know my problem is not an autenthification problem, but i got a duplicated gift that is using 5 spaces in my inventory, i mean its really annoying, its either a refund or a delete those items b/c we wont refund them, i think taking 14 days to answer that is far too much... at least they could reply with a "we will come back to your ticket in X days" instead of making me hope everyday, just to be disapointed on gw2 support that used to be pretty good... i was going to buy a package with perma tools and stuff, after waiting 14 days for support i dont feel like putting more money into gw2, i do believe the game deserves the money its getting but support is in a really bad shape right now and they need to do something about it...

  • faytte.1057faytte.1057 Member ✭✭

    Hello,

    I wanted to offer some constructive criticism. I submitted a ticket on the 7th (one week ago) and bumped it twice, simply based on what I'm familiar with from ticket response times of other games (BDO, AA, etc). While I don't expect answers within 7 days necessarily, generally I'm used to an update in my ticket to let me know it's being processed, giving me a general eta when a team is under high load. So far I've received nothing but the automated email from when I originally submitted the ticket. More over, because of the way this Zendesk instance is set up I cannot see if the ticket is even owned by someone (which would give me some self assurance that it is in someones queue of things to do). I feel like my ticket is basically left in a queue and, having worked in support before, I understand that things can be lost in the pipe.

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

    @Pepethelil.5281 said:
    sigh >5 days for password/account recovery....

    Be prepared to wait another 10 mate.

  • I've been waiting 10 days to get a GW1 char name so I can log into my account and still haven't gotten a response. Good luck.

  • RandomWolf.3986RandomWolf.3986 Member ✭✭✭
    edited June 15, 2018

    Almost three weeks for a ticket related to a character here.

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭
    edited June 15, 2018

    Edit does work, try moving your cursor around.
    Logging into the Support website does work, else every post about tickets would mention it. Try another browser, try turning off ad-blockers/add-ons, or if you've ever changed your Account Name, you'll have to work with the CS Team to get logging in fixed.
    Pretty sure Gaile responded to the issue.

    Good luck.

  • This is crazy though going on day 15 now. I am trying to not get an update through this thread as you've mentioned but considering I've emailed asking for an update twice with no response where else can I voice my concerns! Have a good one ....

  • Am waiting 12 days now, seems a bit long but in time i get a response, hopefully.

  • It is really astonishing that such a poor level of tech support persists (or even exists in the first place) after how many months?!?! Arenanet should realize that the effect could be a monetary loss for some of its customers. In my instance, I cant even request for a refund of my purchase now... I paid USD 150.99 for the ultimate package that includes 4k of in game gems, which I have unfortunately spent... Upon spending those gems, I have forfeited my right for a refund... This could have been avoided if their tech support level was upto industry standard and a response was recieved prior to me spending those gems... #fixitnow

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

    How did you spend gems if you cant get into your account?

  • @Linken.6345 said:
    How did you spend gems if you cant get into your account?

    I hastly created a new account to join my friends after being unable to recovery my old account (had it since 2012). However, upon playing the game again, I realized that it will be tedious and cumbersome to replay the old contents of the game and recollect the sets of gear/dye I had on my previous account. Realizing that, I went and submitted a ticket initially trying (very optimistically and hopefully) to retrieve my old account and merge it with my new account. Little by little, reality started creeping in and felt that maybe my request of account merger was unattainable. So I submitted another ticket from my old account trying to simply just recovery the account.. and here we are...6 days later...

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

    How does the support influence your ability (or inability) to make sensible purchases? You bought the ultimate edition just to play with your friends idk free to play could have done the same

    And complaining about the poor customer supports.. man it just makes me angry to see that. Not like they can help it Not like people make it so much worse all the time at a rate faster than they could get new hires to work against it etc.

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

  • Pepethelil.5281Pepethelil.5281 Member
    edited June 15, 2018

    @Blocki.4931 said:
    How does the support influence your ability (or inability) to make sensible purchases? You bought the ultimate edition just to play with your friends idk free to play could have done the same

    And complaining about the poor customer supports.. man it just makes me angry to see that. Not like they can help it Not like people make it so much worse all the time at a rate faster than they could get new hires to work against it etc.

    let's make things clear shall we... I am not blaming tech support for my purchase decision nor the type of purchase... My issue is with well-established service providers that are unable to keep up to the demands of their customers... Most of these situations are avoidable... My situation is avoidable if they were able to respond to my ticket in a reasonable time. It would have at least given me the option of using the refund to upgrade my account. FYI, in moments such as these you are able to gauge the level of customer service.

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