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

Customer Support Ticket Response Times [MERGED]

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  • 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.

    Proud member of [FIRE] on RoF "... since day 1!"
    Bubble Coordinator Extraordinaire

  • @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.

    Proud member of [FIRE] on RoF "... since day 1!"
    Bubble Coordinator Extraordinaire

  • 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.

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

    Not sure how a delay in recovering your old account, and there's no guarantee that would have been accomplished quickly even if the CS Team had responded the same day (if the account has been compromised or such) forced you to spend 4000 Gems. If you knew you wanted a refund, no matter how long it takes, why spend the Gems, effectively canceling any possibility of refund?

  • Panda.3620Panda.3620 Member ✭✭

    3 Weeks and counting here...

  • bravan.3876bravan.3876 Member ✭✭✭

    I'm waiting for days, can't log in for days, the only thing need to be done is remove the mail authentification from the account mentioned in the request. can i pls get help already?
    I never receive a mail with the code for the annoying mail authenification after resetting my IP.

  • You'd think all that money rolling in from the gem store would go to hiring more reps.

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

    @Chive.3875 said:
    You'd think all that money rolling in from the gem store would go to hiring more reps.

    Which is exactly what they've done. Of course, they don't come pre-familiar with the GW2 CS Team practices and policies.

  • Greetings Gaile, appologies for bothering but I am desperate for a resolution with my ticket # 6944000.
    I am having a very hard time with a specific support staff member, regarding the way they handle my ticket. Instead of removing the email authenticator as asked, they have blocked my account for a supposed "ownership dispute" which has never even taken place and is totally inaccurate given how I am the original owner.

    Is there a way for me to send you the exact Issue via PM so you can review it?

  • @Aerilin.3951 said:
    Greetings Gaile, appologies for bothering but I am desperate for a resolution with my ticket # 6944000.
    I am having a very hard time with a specific support staff member, regarding the way they handle my ticket. Instead of removing the email authenticator as asked, they have blocked my account for a supposed "ownership dispute" which has never even taken place and is totally inaccurate given how I am the original owner.

    Is there a way for me to send you the exact Issue via PM so you can review it?

    Please continue to work with CS. In cases of account disputes, they have the tools and the answers for you.

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

  • That exactly is the problem! There is no account dispute and never was one! I just wanted the authenticator removed because it is a pain, otherwise I have full access and control over the account, until they blocked it that is

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

    How would the CS Team know you are the account owner and not someone trying to access another player's account, if you can not verify you are the actual account owner? I'm sure no player would not want their account given away willy-nilly to anyone that asks for it.

    Try updating your ticket with absolute proof that you are the account owner; with data that no one else could possibly have.

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