Carnak.6271 Posted July 15, 2018 Share Posted July 15, 2018 5 days of waiting, going on 6, still no answer. I can't log in on my normal account, I have to use my husband's account and I can't play. I would imagine they would prioritize the fact that some people can't even log in to their game or play, but it doesn't seem to be the case. This is unacceptable... 6995998 - Still waiting. Account issue / Authenticator issue Link to comment Share on other sites More sharing options...
metalTiffy.7106 Posted July 16, 2018 Share Posted July 16, 2018 Hi,I just need to remove the authentificator from my account after reinstalltion of my pc.Opened a ticket on the german page 6996405Added the key and 3 char names.Also write a mail a day after with english translation after i read that german support takes even longer. Link to comment Share on other sites More sharing options...
Rottie.8596 Posted July 17, 2018 Share Posted July 17, 2018 19 days and nothing. F2P should have separate support... Link to comment Share on other sites More sharing options...
Carnak.6271 Posted July 17, 2018 Share Posted July 17, 2018 8 for me and I think I'll wait a lot more... Link to comment Share on other sites More sharing options...
Zoop.1360 Posted July 17, 2018 Share Posted July 17, 2018 11 days and I STILL can't play the game I paid for.Nobody can tell me this shit is excusable. Why are no outlets picking this story up? It's absolutely disastrous. In 2018 we have people unable to play an MMO because they're waiting weeks for support. I've never seen another company tank their support channels this hard. Link to comment Share on other sites More sharing options...
Cuddy.6247 Posted July 17, 2018 Share Posted July 17, 2018 @Zoop.1360 said:11 days and I STILL can't play the game I paid for.Nobody can tell me this kitten is excusable. Why are no outlets picking this story up? It's absolutely disastrous. In 2018 we have people unable to play an MMO because they're waiting weeks for support. I've never seen another company tank their support channels this hard.Right now the bigger issue for me is ANet's been silent on it. They made one comment on it over a month ago now, when the problems were already nearly 2 months old, and people are still waiting several weeks. It's getting kind of insufferable. Link to comment Share on other sites More sharing options...
Carnak.6271 Posted July 17, 2018 Share Posted July 17, 2018 It doesn't seem the situation improved at all, despite this being somewhat dire. People (like me) can't play, and not being able to play for a month is just... lets just say it should be a priority to fix that... Link to comment Share on other sites More sharing options...
Appolaliptik.7598 Posted July 18, 2018 Share Posted July 18, 2018 after a month of waiting for an answer, received a response from technical support, but at the moment I can safely say only one thing: they do not read the text of messages and do not look at the screenshots that applied to the task. after several messages from my tests and checks of connections and ports they suggest me to do the same.I applied all these data in advance, knowing that it might be necessary for them to avoid unnecessary correspondence, but apparently the competence of individual employees does not allow them to go a little further than the template solutions and read everything at once. of course, the problem is not solvedTicket #6956328 Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted July 18, 2018 Share Posted July 18, 2018 I think policy requires them to follow the script; update your ticket to get past the first level of support.Good luck. Link to comment Share on other sites More sharing options...
Bloodstealer.5978 Posted July 18, 2018 Share Posted July 18, 2018 6981565 - 19days and still counting6999736 - 6 days and still countingI can understand why some people are beginning to loose patience with all this … a week I can understand but like 3 weeks+ is airing on the side of unpalatable imo. Link to comment Share on other sites More sharing options...
jcH.7109 Posted July 18, 2018 Share Posted July 18, 2018 Having worked in customer service before, I kinda understand the long response times to tickets. I used to be a warehouse associate responsible for processing online orders, creating invoices, preparing items for shipment, responding to email inquiries, etc. Having several other responsibilities, I think it's reasonable that I'd sometimes be unable to address the emails for a few/several days. However, if a customer simply gave us a call, response was immediate obviously. Ideally, customers should send an email containing important information (sometimes including pictures to make things easier) regarding the issue and then also give us a call while referencing that email. It makes it easier to quickly grasp the situation as opposed to having someone try to give a lengthy explanation over the phone.And this is the main problem with ArenaNet. There is no support phone number that you can call. Having a smaller team is no excuse for this. You don't exactly need a gigantic calling center to offer customer support over the phone. I assume that ArenaNet doesn't believe it is worth the money/effort/time to set up lines for CS. Link to comment Share on other sites More sharing options...
Tangram.1805 Posted July 18, 2018 Share Posted July 18, 2018 24 days now.. should I be worried that CS is okay? ._. Link to comment Share on other sites More sharing options...
Orbitaali.5160 Posted July 19, 2018 Share Posted July 19, 2018 19 days of complete radio silence on a problem that shouldn't be trivial on any level, I was dumb enuff to try and stat swap a precursor, since there was no warning of it turning into a normal ascended, and what I've researched (about other equally dumb as I) it should be a fairly quick job to replace it... Yikes... Link to comment Share on other sites More sharing options...
Eloc Freidon.5692 Posted July 19, 2018 Share Posted July 19, 2018 I submitted a ticket about a lost Gift of War Prowess while getting ready to make multiple legendary armor pieces. It happened during the server crashes when the new LW chapter released. A month of full Diamond claim tickets gone in an instant. Haven't felt like playing WvW ever since. Link to comment Share on other sites More sharing options...
circuitnerd.5863 Posted July 19, 2018 Share Posted July 19, 2018 I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. Link to comment Share on other sites More sharing options...
Blocki.4931 Posted July 19, 2018 Share Posted July 19, 2018 @circuitnerd.5863 said:I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. Yeah that will totally help Link to comment Share on other sites More sharing options...
circuitnerd.5863 Posted July 19, 2018 Share Posted July 19, 2018 @Blocki.4931 said:@circuitnerd.5863 said:I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. Yeah that will totally helpIt does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone. Link to comment Share on other sites More sharing options...
Blocki.4931 Posted July 19, 2018 Share Posted July 19, 2018 @circuitnerd.5863 said:@Blocki.4931 said:@circuitnerd.5863 said:I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. Yeah that will totally helpIt does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone.OR it isn't going to change a single thing because they can't magically resolve all those tickets that just grow in numbers every single day and it will even get worse with additional pressure Link to comment Share on other sites More sharing options...
circuitnerd.5863 Posted July 19, 2018 Share Posted July 19, 2018 @Blocki.4931 said:@circuitnerd.5863 said:@Blocki.4931 said:@circuitnerd.5863 said:I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. Yeah that will totally helpIt does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone.OR it isn't going to change a single thing because they can't magically resolve all those tickets that just grow in numbers every single day and it will even get worse with additional pressureSo you find this sort of response time acceptable from a company? I get faster response times from the government than this. Link to comment Share on other sites More sharing options...
Blocki.4931 Posted July 19, 2018 Share Posted July 19, 2018 @circuitnerd.5863 said:@Blocki.4931 said:@circuitnerd.5863 said:@Blocki.4931 said:@circuitnerd.5863 said:I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. Yeah that will totally helpIt does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone.OR it isn't going to change a single thing because they can't magically resolve all those tickets that just grow in numbers every single day and it will even get worse with additional pressureSo you find this sort of response time acceptable from a company? I get faster response times from the government than this.No, but I don't believe they are doing it for fun. This 13 page thread exists because they know it's a big issue right now, but the problem only grows and doesn't just disappear overnight. I hope their new hires get into their job quickly to work through it. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted July 19, 2018 Share Posted July 19, 2018 You do realize that once the BBB is involved, Support can no longer assist you.Best of luck. Link to comment Share on other sites More sharing options...
Alga.6498 Posted July 19, 2018 Share Posted July 19, 2018 2nd July.... still no reply. :disappointed: Link to comment Share on other sites More sharing options...
Anthropic.1365 Posted July 19, 2018 Share Posted July 19, 2018 Ticket # 6980825Waiting 20 days now for a response to a ticket. Link to comment Share on other sites More sharing options...
Adrop.1473 Posted July 19, 2018 Share Posted July 19, 2018 Hey folks,Since 2-3 hours I search for any recent Information about the current Customer Support Status - or: how long does my ticket need, to get an answer. A few months ago, I read a discussion about the same issue, where a GM answered in the forum for some ticket numbers, if there is any problem with them, why they need so exceptional long.So my first question is: What is going on at the moment? No big DLC time (like PoF time) or any other kind of "big-ticket-amount-reason". So why every ticket needs a minimum time of 2+ weeks to get answered?My second question is: Is there any diffrence between sending a ticket in english or in any other local language? Because on the same discussion, I called above, someone asked this question as well, and it didn't got answered... I mean, it would make sense if there are more english supports, then e.g. german/french/etc. supports...A little Update on the current situation would be perfect '_'GreetingsMarvin(I know my English is terrible!) Link to comment Share on other sites More sharing options...
Blocki.4931 Posted July 19, 2018 Share Posted July 19, 2018 https://en-forum.guildwars2.com/discussion/39093/customer-support-ticket-response-times-merged#latest People waiting up to 3 weeks. It's still the same issue with an evergrowing backlog of work and tickets & people not being happy and creating even more, then creating tickets about "why did you close my other ticket", at least I can imagine a ton of people doing that.But to answer your question:I'd assume the huge majority of their staff is speaking English, so speaking English might be smarter. I've send my last ticket around the end of May I believe and I wrote it in German. It took 8 days for a response and another 3 to fix my issue after I was asked to update with additional information. Link to comment Share on other sites More sharing options...
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