[Merged] Customer Support Ticket Response Times - Page 8 — Guild Wars 2 Forums

[Merged] Customer Support Ticket Response Times

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  • 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.

    "playing revenant is borderline exploiting" - up condimirage 2k18

  • 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.

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

    If someone else enabled authentication on your account, then your account has been compromised, and in such cases access is revoked for all parties involved. You will have to keep working with the CS Team to try to prove ownership.
    (Though, there is no way to enable email authentication except when first validating the account at creation, according to the CS Team.) So, something is not adding up.

  • @bravan.3876 said:
    As said i didn't even ask for it (it suddenly enabled itself)

    That isn't possible. One has to jump through a few hoops to enable it. It happens that sometimes people who steal credentials will add authentication, because it slows down the owner and gives them time to loot or otherwise misuse the account.
    (Another possibility, for others reading here, is that someone used to own the account, gave it to a friend or sold it to a stranger, and now that original owner has decided they want back in. That causes no end of headaches for both players and support.)

    Add as much detail as you can about how you acquired the account, when you played, what characters you had, or whatever you can do to help them validate your ownership.

    Hype is the path to the dark side. Hype leads to unfulfilled expectations. Disappointment leads to anger. Anger leads to disgust. Disgust leads to "oh, new shinies! I'm back!"

  • bravan.3876bravan.3876 Member ✭✭✭✭
    edited June 15, 2018

    I don't think any of my accounts got hacked once, at least there never was anything missing, also i never had another person, like a friend, use these accounts and ofc i didn't sold them to anyone. I also never had any problem to log in with the mail authentification but with the last IP reset due to a longer router reset i now don't receive the mail with the code. I received the automatic mail from support that my support request arrived and got the request number but no further answer until now. They have to repair the authentification program, it can't be my problem that this is not working properly.

    I dunno how the precedure is to enable mail authentification because as said i never did it on purpose. I hate these programs simply because they like to fail and then i can't log in for years because anet support is slower than a turtle. I gave them accountname, e-mail and main char name and from one account i could tell that i just resently switched server after trading gold for gems. But it can't be my problem , they have to make the authentificator work and send me a mail with a code to log in and then give me the opportunity to disable this bugging kitten ingame. I mean i have access to the mail account (proven by me updating the request mail i got from support already) and if the program would work and send the code it would be enough to log into the gw2 account, no matter if i would be a mail hacker or the real owner. There is no need to take the risk to ask support for disable authentification when i have access to the mail account already. Simple logic. So there is not even a problem to disable the not working authentification system. I have access to the mail account what is proven already.

    "playing revenant is borderline exploiting" - up condimirage 2k18

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

    Ok, what's happening has become clearer with subsequent posts.
    Did you try white-listing all guildwars2.com and arena.net email addresses in your email account? Check your spam/junk folders?

  • bravan.3876bravan.3876 Member ✭✭✭✭
    edited June 15, 2018

    @Inculpatus cedo.9234 said:
    Ok, what's happening has become clearer with subsequent posts.
    Did you try white-listing all guildwars2.com and arena.net email addresses in your email account? Check your spam/junk folders?

    Yes i did, it's also not the first time i resetted my IP from a longer router downtime and before i always got the mail with code without any problem. There is no reason from my side why it suddenly shouldn't work anymore

    "playing revenant is borderline exploiting" - up condimirage 2k18

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

    Then, you'll just have to wait for your ticket to make its way through the queue and the CS Team to assist you.

    Good luck.

  • bravan.3876bravan.3876 Member ✭✭✭✭
    edited June 15, 2018

    Edit: and the strange thing is, i have mail authentification enabled on this (bravan) account too (also without me doing it on purpose) and here i got the mail (same mail provider) with the code otherwise i could not even post in this forum.

    "playing revenant is borderline exploiting" - up condimirage 2k18

  • I can't comment on email-authentication randomly turning itself on (and I'd believe people saying that it can't happen), but I also had problems once (years ago) with not receiving the emails anymore. At that time CS looked into it but we couldn't figure out at which point the emails disappeared - the solution (proposed by CS) in the end was to switch my account to a different email address, which worked without problems.

  • I made a ticket 20 days ago , updated it a week ago and still got no response from Anet ... is this common? Has anyone else encountered a similar wait time and what was the result?

  • I've submitted a ticket 2 days ago about my account was hacked and all characters were deleted.So I want to roll back my account to several days ago.I think this situation is urgent and I really want you to response me as soon as possible.all I can do now is just waiting.

  • I am not able to complete my story line because "one good drink deserves another" is broken and it will not allow me to release the minotors

  • @Gaile Gray.6029 i dont know if this is the right place for this and i dont know if this was suggested before, but i would like to suggest adding an estimated response time for answering tickets, as this would create a much better experience in the sense that the user would not need to keep checking for an answer frustrate over it. what is your take on this?

  • a friend of mine is waiting for a response for 7 days now (Lost his Smartphone and now 2Fac is blocking his access -> German Area Ticket ID: 6948741) - sadly this seems to be totally normal @ "Gaile Gray.6029" how can this be? Aren't the tickets prioritized by topic? Regaining access to the account should be priority 1 imho :anguished:
    Is the CS that much overloaded? there needs to be a way to tewak this - this can't be healthy for the Staff there to be that much behind in the backlog :astonished: i worked in support for a long time an know the feeling not to see a light at the end of the Ticket-queue - this is not good for a long period of time.

  • 13 days and counting

  • Hello, I just want to know if this situation is normal, because this seems to be weird or a mistake.

    I sent an email to [email protected] the 1st of June, because I needed the authenticator removed in my main account (at this point I gave up and purchased this account where I'm writting, but it would be nice to keep my first account), asking how to proceed to remove it because I couldn't log in and open a ticket.

    After 2 days or so, I was a bit tired of waiting (I didn't know there was a bottle neck, and I was expecting 24-48 hours for a response), so I read that the more information I send, the better. So I sent all the information about me. I just answered to the same email, asi indicated on how to add more information.

    After 11 days after sending the 1st email, I received this email:

    "Hello,

    Thank you for contacting the Guild Wars 2 Support Team.

    We'll be happy to help you, but first we need to get a bit more information from you in order to verify your ownership of this Guild Wars 2 account. Please reply to this e-mail and include as much of your registration information as possible, including:

    Your Guild Wars 2 Serial Code
    Real Name
    Character name(s)
    Display name
    Date of Birth
    Phone Number
    Your street address."

    Well, I was super disapointed to receive this email, because I already sent this information by adding it as indicated in the first email that I received with the confirmation of my request (note: the only thing that I don't have is the serial code).
    But I thought, ok, at this point they should answer me fast... so I typed again this information 5 days ago. (I mean, I thought as soon as your email reach the top of the queue, it should be a priority).

    So, I don't know, this feels awful, 11 days to get an aswer asking me for something that I already sent. I was expecting something like "since you didn't provide us the serial code, we can't remove the authenticator", but also since I'm sending the email from the asociated email of that account and with all my information, I still see a chance to remove the authenticator.
    But the person who read my issue didn't bother to see all the information that I sent and just asked me for it again. This is a really bad customer service in my opinion.

    As I said, I'm not expecting a jump in the queue, that's why I'm not writting my number request/issue. I guess I just wanted to vent a little and I want to know if this is normal or not, if any other user had a similar problem, etc. Because at this point waiting 5-X more days to an answer is something that I'm prepared for.

    Thanks for your time for reading this, have a nice day :)

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

    @Murmullos.2835 said:
    Hello, I just want to know if this situation is normal, because this seems to be weird or a mistake.

    I sent an email to [email protected] the 1st of June, because I needed the authenticator removed in my main account (at this point I gave up and purchased this account where I'm writting, but it would be nice to keep my first account), asking how to proceed to remove it because I couldn't log in and open a ticket.

    After 2 days or so, I was a bit tired of waiting (I didn't know there was a bottle neck, and I was expecting 24-48 hours for a response), so I read that the more information I send, the better. So I sent all the information about me. I just answered to the same email, asi indicated on how to add more information.

    After 11 days after sending the 1st email, I received this email:

    "Hello,

    Thank you for contacting the Guild Wars 2 Support Team.

    We'll be happy to help you, but first we need to get a bit more information from you in order to verify your ownership of this Guild Wars 2 account. Please reply to this e-mail and include as much of your registration information as possible, including:

    Your Guild Wars 2 Serial Code
    Real Name
    Character name(s)
    Display name
    Date of Birth
    Phone Number
    Your street address."

    Well, I was super disapointed to receive this email, because I already sent this information by adding it as indicated in the first email that I received with the confirmation of my request (note: the only thing that I don't have is the serial code).
    But I thought, ok, at this point they should answer me fast... so I typed again this information 5 days ago. (I mean, I thought as soon as your email reach the top of the queue, it should be a priority).

    So, I don't know, this feels awful, 11 days to get an aswer asking me for something that I already sent. I was expecting something like "since you didn't provide us the serial code, we can't remove the authenticator", but also since I'm sending the email from the asociated email of that account and with all my information, I still see a chance to remove the authenticator.
    But the person who read my issue didn't bother to see all the information that I sent and just asked me for it again. This is a really bad customer service in my opinion.

    As I said, I'm not expecting a jump in the queue, that's why I'm not writting my number request/issue. I guess I just wanted to vent a little and I want to know if this is normal or not, if any other user had a similar problem, etc. Because at this point waiting 5-X more days to an answer is something that I'm prepared for.

    Thanks for your time for reading this, have a nice day :)

    That's because it really hits another automated template when you don't use the web-form to submit your ticket. It's best to use the 'anonymous' option, rather than sending an email. The initial email-submitted enquiries can sort of get lost/stuck in the system for some time.
    This is why sending an initial email is discouraged, rather than using the system.

    Good luck.

  • @Inculpatus cedo.9234 said:

    @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.

    Do you have a source for this? They sure could have fooled me. Going on 12 days without so much as an acknowledgement that my ticket has even been received.

  • @Inculpatus cedo.9234 said:

    That's because it really hits another automated template when you don't use the web-form to submit your ticket. It's best to use the 'anonymous' option, rather than sending an email. The initial email-submitted enquiries can sort of get lost/stuck in the system for some time.
    This is why sending an initial email is discouraged, rather than using the system.

    Good luck.

    I see, I guess sooner or later the email will arrive to the correct department. Any way the only thing that I need is some patience and hope that it will be recovered.

    Thanks for your comment :)

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

    @Chive.3875 said:

    @Inculpatus cedo.9234 said:

    @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.

    Do you have a source for this? They sure could have fooled me. Going on 12 days without so much as an acknowledgement that my ticket has even been received.

    Sure; Dev response in this very thread: https://en-forum.guildwars2.com/discussion/comment/529114/#Comment_529114 as well as on Reddit, I believe.

    Good luck.

  • Waited about 7 days, finally got my password reset! Now I am not sure if it made a difference but I literally just made an update with more info to my ticket right before they finally got to it. Probably just a coincidence but who knows. I have never wanted to deal with over seas support in my life till now. lol

  • Today is 18 days since I created my ticket with 0 response :DD Who's better? :anguished:

  • It took mine 17 days but was answered very nicely and done - was a guild TAG change so low priority - but got direct contact. Person was NOT over seas. Clearly CS needs more peeps and I hope issues get prioritized properly account issues/pw resets etc. should be top. So I knew it'd be a while for my issue. PATIENCE - check the thread above if your ticket got an email response indicating it was received; it's gonna get answered just a matter of some time :)

    King Isk Redlemur, GM of Xtraordinary Slackers [XTRA]/LXS (GW2, SWTOR) ](https://www.xtraordinaryslackersguild.com/ "Xtraordinary Slackers (GW2, SWTOR) ") Recruit thread <-

  • Hello I have posted to this thread a few days ago. I understand that it takes a long time for a ticket to be addressed. But I just want to make sure that I submitted my ticket correctly and that it HAS been seen by a representative. I know no other way to make this issue known than here so I apologize if I shouldn't post this here but I'm going to anyway. My Ticket #6940992, if Gaile Gray or someone else can see if I submitted correctly I would appreciate it.

    Thank You.

  • Hi there, I'm not here to bash customer service or anything but I am curious as to their average response times. I submitted a ticket 2 weeks ago and still haven't received a response and it was a fairly simple matter of clarification on how items come and go in the gem store. I may have been blessed with luck in the past but I've never once had to wait 2 weeks for a reply from customer service on any game.

    Is it perhaps better to just ask clarification questions to the community in the forums? Still that would seem unfortunate because when someone wants definitive information on a game you should feel confident to be able to rely on the promptness and integrity of the games customer service representatives.

  • Heyo, so 18 days later not a single response even though I emailed requesting an update twice for ticket #6931674. I can't even log into the game how much longer do I have to wait for a response? I am getting no updates through the support email for my ticket .... this is borderline comical

  • Hey, my friend decided to try out the game and after playing for around 30 minutes we both went to bed. When he tried to log on the following afternoon he was banned for real world gold trading. Since he barely finished the Charr starting zone after creating his character(twice) we assume he got hacked. It has been about 11 days and support has not gotten back to him. He would like to know since his account was new and falsely flagged, can he just make a new account? Or would this be considered "ban evasion" even though it is a false flag? Thank you.

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

    @Testarossa.8740 said:
    Hey, my friend decided to try out the game and after playing for around 30 minutes we both went to bed. When he tried to log on the following afternoon he was banned for real world gold trading. Since he barely finished the Charr starting zone after creating his character(twice) we assume he got hacked. It has been about 11 days and support has not gotten back to him. He would like to know since his account was new and falsely flagged, can he just make a new account? Or would this be considered "ban evasion" even though it is a false flag? Thank you.

    A player can make as many Play4Free, or paid accounts as they wish. Do be aware: it is not possible to merge accounts.

    Good luck.

  • @Inculpatus cedo.9234 said:

    @Testarossa.8740 said:
    Hey, my friend decided to try out the game and after playing for around 30 minutes we both went to bed. When he tried to log on the following afternoon he was banned for real world gold trading. Since he barely finished the Charr starting zone after creating his character(twice) we assume he got hacked. It has been about 11 days and support has not gotten back to him. He would like to know since his account was new and falsely flagged, can he just make a new account? Or would this be considered "ban evasion" even though it is a false flag? Thank you.

    A player can make as many Play4Free, or paid accounts as they wish. Do be aware: it is not possible to merge accounts.

    Good luck.

    I'm not sure this answers the question I asked. Is my friend liable to get banned on this new account under pretense of "ban evasion" even though he did not actually do anything to earn the ban? This answer you provided doesn't address this concern at all.

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

    If his account was hacked, why would he be punished for 'ban evasion'? It is rare that a player is actioned, rather than an account.
    If your friend did nothing wrong, there is no reason to worry about creating another account.
    If your friend prefers, they can wait and discuss the issue with the CS Team.

    Good luck.

  • Cuddy.6247Cuddy.6247 Member ✭✭✭
    edited June 19, 2018

    @ObscureTalent.2197 said:
    I made a ticket 20 days ago , updated it a week ago and still got no response from Anet ... is this common? Has anyone else encountered a similar wait time and what was the result?

    Yeah. I was in the same boat. I think it took about 16 days for me personally though - so didn't quite get as bad. These wait times have been going on for the last 3 months. And the average wait time is rising instead of declining. Try to keep your chin up. Although new story dropping next week, so that'll be fun to add to the chaos. Anet might want to try actually figuring out the problem soon.

  • Hellebron.1670Hellebron.1670 Member
    edited June 19, 2018

    Hello.

    My friend changed the network now she can not login ..
    she has SMS Authentication in the account, the problem is that she did not receive the code.
    She sent a ticket but did not get an answer yet ...

  • So its been 13 days since i put in a support ticket.

    is this actually reasonable for a company?

  • Well it seems they are overwhelmed if its taking that long. It took my ticket 18 days to be answered. Hoping my new ticket wont be as long of a wait but we shall see.

  • Kholem.6092Kholem.6092 Member ✭✭

    Was just trying to see if there was still a backlog of tickets as I was concerned that mine may have slipped through the cracks but it looks like this is still an issue from the posts here. 15 days in so far but at least not as long as some others have waited. A quick acknowledgment of the ticket after a certain amount of time would go a long way to putting people at ease.

  • @Malpractice.7850 said:
    So its been 13 days since i put in a support ticket.

    is this actually reasonable for a company?

    No

  • @Malpractice.7850 said:
    So its been 13 days since i put in a support ticket.

    is this actually reasonable for a company?

    What would you like for them to do? Given that they goofed on not having enough depth of support to handle sudden interest... they are hiring more staff and changing some policies to streamline their processing time. The only other thing they could do is spend less time on each ticket, which means: saying no more often, making more mistakes, and/or being less helpful in other ways.

    If we grant that increasing the size of the team is the way to go, then we have to accept that takes 3-6 months for us players to notice. (Hiring the right people isn't easy, especially for the typical salary of support teams. Plus they have to be trained, and observed/mentored. And then not every hire will work out. Some will leave, some won't be good etc.)

    tl;dr the amount of time we're waiting is clearly below most reasonable people's definition of "timely." But there's not all that much that ANet can do in the short term to fix it.

    Hype is the path to the dark side. Hype leads to unfulfilled expectations. Disappointment leads to anger. Anger leads to disgust. Disgust leads to "oh, new shinies! I'm back!"

  • It used to be that there was a thread on the forums for tickets that hadn't been responded to in over 3 days. I can't seem to find it, to post on my friends' behalf. Is it gone? Is there a new thing you're supposed to do? Apparently his ticket is about a week old. I have his ticket number, but he does not have access to the forums.

  • They seemed to be backlogged badly. I had a ticket with no response for 8 days, would probably have been longer, but I posted a 'never mind' message. (It was a 'please fix my screw-up' request, and I eventually decided to stick with the mistake I made.)

    Maybe they are prioritizing tickets, and my 'please fix my stupid mistake' request got dumped on the bottom.

  • Thanks for the response. I don't think they do prioritize based on issue, most CS stuff I'm aware of goes by date instead. Could be different here, though. Anyway, I'm sorry about your mishap (I've been there, lol!).

  • I'm going to assume the thread is gone (temporarily?) because of the backlog.

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

    The thread has been gone for months (maybe even before the move to the new forums).

    Oh look. I have a signature now.

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