Lukosmagno.8169 Posted August 14, 2018 Share Posted August 14, 2018 how is possible 9 days ago i open a tiket and no one have respond?tiket number is 7031485 Link to comment Share on other sites More sharing options...
gpman.4052 Posted August 14, 2018 Share Posted August 14, 2018 I wrote a follow up ticket with customer support they said I could but no reply its been 3 days with out one how long does support normally take for a reply ? Link to comment Share on other sites More sharing options...
Ayrilana.1396 Posted August 14, 2018 Share Posted August 14, 2018 They’re very backlogged. I think it’s around 14 days but possibly longer. Link to comment Share on other sites More sharing options...
gpman.4052 Posted August 14, 2018 Share Posted August 14, 2018 Well that sucks maybe get more staff :p Link to comment Share on other sites More sharing options...
Illconceived Was Na.9781 Posted August 14, 2018 Share Posted August 14, 2018 @gpman.4052 said:Well that sucks maybe get more staff :p They have, they are (training takes longer than most of us realize). The backlog also takes longer to work through until it's gone. Link to comment Share on other sites More sharing options...
gpman.4052 Posted August 14, 2018 Share Posted August 14, 2018 Thanks for the help though will keep waiting for a reply :) Link to comment Share on other sites More sharing options...
Seagon.6841 Posted August 15, 2018 Share Posted August 15, 2018 Just summarizing. I'm happy it all worked out in the end.Account recovery request.Initial response <24h, did contain full resolution message but pass reset email never sent.Second response and complete resolution received 6 days after initial response.Total ticket duration: 7 days ~8 hours Link to comment Share on other sites More sharing options...
Arkham Creed.7358 Posted August 15, 2018 Share Posted August 15, 2018 Game has been literally unplayable for a week now, and my support ticket has had no activity on it at all. Is this crap normal? I remember back in the GW1 days Arena Net's support staff were crushing it; problems usually solved in a day or two, ticket responses within hours. What the heck happened? Link to comment Share on other sites More sharing options...
JDub.1530 Posted August 15, 2018 Share Posted August 15, 2018 My guess would be number of tickets filed relative to support staff size. I filed a ticket that took 3-4 weeks for a response (probably didn't help that it was filed a few days before the turbulent LS4:E3 release). But it was based off my own screw up that they didn't necessarily have to do anything at all about, so it may have been filed as lower priority. Link to comment Share on other sites More sharing options...
Lukosmagno.8169 Posted August 22, 2018 Share Posted August 22, 2018 18 days are passed,and i dont recive any response....are you serious?wtf is this fuking service? Link to comment Share on other sites More sharing options...
TrueChaoticNeutral.5104 Posted August 22, 2018 Share Posted August 22, 2018 Just want to give a HUGE shoutout to GM Everhardt on the Support Team. Submitted a ticket yesterday around 9 AM EDT, and my issue was resolved less than 20 hours later.I know support staff have a hard time often (I used to do it for a living as well), but I have had nothing but good interactions with the ANet staff. Kudos and thank you! Link to comment Share on other sites More sharing options...
stephaniehall.2631 Posted August 23, 2018 Share Posted August 23, 2018 i submitted a ticket on the 18th still no answer, why would a ticket on the 21st be answered before a ticket on the 18th??? Link to comment Share on other sites More sharing options...
stephaniehall.2631 Posted August 24, 2018 Share Posted August 24, 2018 what's with the unfair system? my issue is not even hard, just need a character name for my gw account... my gw and gw2 accounts are already linked, I am sending my ticket logged in direct from my account, I have even provided my old activation keys for all the expansions I had. Why is my easy to resolve issue being ignored while newer tickets are being resolved? Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted August 24, 2018 Share Posted August 24, 2018 Do be aware that different CS Teams handle different issues. The queue for one Team may be much shorter than the queue for another Team. Access issues are always vigorously investigated to ensure the account(s) do not fall into the wrong hands.Good luck. Link to comment Share on other sites More sharing options...
rikimaroo.1794 Posted August 29, 2018 Share Posted August 29, 2018 I submitted a ticket on August 18, 2018 and I have not received a response. Is there a backlog of tickets? Link to comment Share on other sites More sharing options...
Illconceived Was Na.9781 Posted August 29, 2018 Share Posted August 29, 2018 There is a backlog, that was up to over 4 weeks until recently. They are slowly whittling it down. Link to comment Share on other sites More sharing options...
rikimaroo.1794 Posted August 29, 2018 Share Posted August 29, 2018 That's unfortunate the amount of revenue this company must make from sales and stuff. I am confused why they are short staffed Link to comment Share on other sites More sharing options...
Illconceived Was Na.9781 Posted August 29, 2018 Share Posted August 29, 2018 @rikimaroo.1794 said:That's unfortunate the amount of revenue this company must make from sales and stuff. I am confused why they are short staffedIt was a series of unfortunate accidents, coupled with a (coincidental) high turnover. The problem is that once there's a backlog, it's really timeconsuming to address it; it cannot be done well by just throwing money, because you need to hire good staff, train them, and then work on both the backlog and the newer front log. I don't excuse ANet for not being better prepared. I just understand that it takes 3-6 months minimum to recover from this sort of thing. It's horrid for us in the meantime. And I wish they would take some time to set our expectations about how long tickets might take, how long this backlog is likely to remain.The good news is that apparently they have hired a lot of new people, many of whom are far into training. And the backlog is decreasing.tl;dr there is a backlog, it's not as bad as it used to be. And yeah, it's frustrating, whether the reasons for it are reasonable or not. Link to comment Share on other sites More sharing options...
shadowD.1204 Posted August 29, 2018 Share Posted August 29, 2018 Hey I came here as I didn't know where else to go with this. I sent ANet a ticket about my game crashing. I got a response asking for certain files which I sent them. After that for now more than a week I have gotten no response from them. I have sent two inquires asking how long it will take to deal with the issue but no responses to that either. What should I do? Or am I just overreacting and it should take this long? Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted August 29, 2018 Share Posted August 29, 2018 Due to high volume, ticket responses are longer than usual, up to 1-2+ weeks.Good luck. Link to comment Share on other sites More sharing options...
shadowD.1204 Posted August 29, 2018 Share Posted August 29, 2018 Thank you! Link to comment Share on other sites More sharing options...
Illconceived Was Na.9781 Posted August 29, 2018 Share Posted August 29, 2018 See also this similar thread:https://en-forum.guildwars2.com/discussion/53214/no-response-to-ticket-yet Link to comment Share on other sites More sharing options...
Zulu.5489 Posted August 30, 2018 Share Posted August 30, 2018 I am glad i checked here, I was getting a little upset with how long it was taking but now that i know they are backed up, makes me feel better knowing something instead of checking and no response at all Link to comment Share on other sites More sharing options...
shadowD.1204 Posted August 30, 2018 Share Posted August 30, 2018 So after 10 days I got a response. I hope the rest of the problem will go at a quicker pace Link to comment Share on other sites More sharing options...
Illconceived Was Na.9781 Posted August 30, 2018 Share Posted August 30, 2018 @"Zulu.5489" said:I am glad i checked here, I was getting a little upset with how long it was taking but now that i know they are backed up, makes me feel better knowing something instead of checking and no response at all Yes, it is always easier to be patient if one knows the reason for the delay.That's why it continues to surprise me that ANet's automated response doesn't set our expectations by letting us know there's a long backup. Even if it were the generic, "we apologize for the delays and wish we could tell you how much time you'll have to wait." I'm also disappointed that Mike O'Brien hasn't made a public statement, backing up his support team, apologizing for the delay, and letting us know how hard they are working on making things better. It shouldn't be left to players to explain to players. :( Link to comment Share on other sites More sharing options...
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