snh.7091 Posted October 6, 2017 Share Posted October 6, 2017 OK you guys, they just responded to my second ticket, so expect "somewhat" delay in responses :D but they mentioned they are flooded with them. Link to comment Share on other sites More sharing options...
dzeka.5317 Posted October 6, 2017 Share Posted October 6, 2017 @ValeN.3129 said:@dzeka.5317 said:no monthly fee no real support.ppl wants free to play game ? they got it but with milion bugs and no support :DWhen you buy your windows license, do you expect no support whatsoever?i dint mean no support at all :D Link to comment Share on other sites More sharing options...
dannybates.3689 Posted October 6, 2017 Share Posted October 6, 2017 I was going to come back to GW2. However I have been waiting for 7 days now for support to change my account details so that I can buy the expansions. Probably not even going to bother soon and move onto other games. Link to comment Share on other sites More sharing options...
dzeka.5317 Posted October 6, 2017 Share Posted October 6, 2017 @Inoki.6048 said:OK you guys, they just responded to my second ticket, so expect "somewhat" delay in responses :D but they mentioned they are flooded with them.whats ur ticket no. ? Link to comment Share on other sites More sharing options...
CrimsonHorizon.3196 Posted October 6, 2017 Share Posted October 6, 2017 Aye man it's been about 10 days for me :,) Link to comment Share on other sites More sharing options...
b k.1648 Posted October 6, 2017 Share Posted October 6, 2017 @Phobetor.8016 said:No, it isn't an excuse. Never heard of a support system that takes more than 3 days. If they are busy, just a message that they will get back me with timeline or something - that would make a big difference instead of getting NO response from them. This is embarrassing. Providing a timeline might sound helpful, but it can be counterproductive. They'd have to guess how long it's going to take to reach your ticket (and everyone else's) which may be right, and may be wrong. Then they have to explain that to the people who they get back to late. And re-iterate that this is just a response time, not a resolution time for the ones that couldn't be fixed with one response.And none of the multiple hours of work involved in doing any of this would actually solve anyone's problem.7 days is a long time, but not unrealistic as the volume of tickets is highest a few weeks after release. Odds are ArenaNet support staff are prioritizing the really urgent issues such as security and fraud, but everything else is going to take some time. Link to comment Share on other sites More sharing options...
AegisRunestone.8672 Posted October 6, 2017 Share Posted October 6, 2017 @"Ben K.6238" said:7 days is a long time, but not unrealistic as the volume of tickets is highest a few weeks after release. Odds are ArenaNet support staff are prioritizing the really urgent issues such as security and fraud, but everything else is going to take some time.I'm not sure about that Link to comment Share on other sites More sharing options...
Vunter.6245 Posted October 6, 2017 Share Posted October 6, 2017 @Ben K.6238 said:@Phobetor.8016 said:No, it isn't an excuse. Never heard of a support system that takes more than 3 days. If they are busy, just a message that they will get back me with timeline or something - that would make a big difference instead of getting NO response from them. This is embarrassing. Providing a timeline might sound helpful, but it can be counterproductive. They'd have to guess how long it's going to take to reach your ticket (and everyone else's) which may be right, and may be wrong. Then they have to explain that to the people who they get back to late. And re-iterate that this is just a response time, not a resolution time for the ones that couldn't be fixed with one response.Actually, it wouldn't be counterproductive and would be very helpful. I would be very surprised to hear if they didn;t have metrics that track their tickets. They have 5 years worth of ticket metrics that would easily provide them with timelines based on past problems and resolutions. With all the games I've played large and small across many genres even during major content releases; it should take at most 72hours during major release drops. Standard turnaround should 24hours or less. If it is taking 7 or more days than they need to invest money back into a more substantive customer support team or they need to invest into a better workflow system, their issues could stem from a crappy ticket system as well. Link to comment Share on other sites More sharing options...
Raging.5281 Posted October 7, 2017 Share Posted October 7, 2017 I am personally very disappointed as well. I have an 11 days pending ticket and I have got absolutely no response from ArenaNet, even just to estimate a time frame for solving my issue... The worst part is I have my hands tied and I can't create new characters until they answer me, it's so upsetting. The argument that this is a free game does not apply. I've purchased both expansions and I've also purchased other items from the gem store with real cash, as many other people do, or else I strongly believe there would be no game - money is needed.I've had another ticket wonderfully taken care of and I was very grateful, so I'm not here saying "ArenaNet is mean, curse it", but I really wish they could improve their support team prior to the release of expansions or other big events, since, as everybody is indicating, these times are times when support staff is overwhelmed...ArenaNet, please hear us out!! We love GW2, please help us!! ;DD Link to comment Share on other sites More sharing options...
Seera.5916 Posted October 7, 2017 Share Posted October 7, 2017 @Vunter.6245 said:@Ben K.6238 said:@Phobetor.8016 said:No, it isn't an excuse. Never heard of a support system that takes more than 3 days. If they are busy, just a message that they will get back me with timeline or something - that would make a big difference instead of getting NO response from them. This is embarrassing. Providing a timeline might sound helpful, but it can be counterproductive. They'd have to guess how long it's going to take to reach your ticket (and everyone else's) which may be right, and may be wrong. Then they have to explain that to the people who they get back to late. And re-iterate that this is just a response time, not a resolution time for the ones that couldn't be fixed with one response.Actually, it wouldn't be counterproductive and would be very helpful. I would be very surprised to hear if they didn;t have metrics that track their tickets. They have 5 years worth of ticket metrics that would easily provide them with timelines based on past problems and resolutions. With all the games I've played large and small across many genres even during major content releases; it should take at most 72hours during major release drops. Standard turnaround should 24hours or less. If it is taking 7 or more days than they need to invest money back into a more substantive customer support team or they need to invest into a better workflow system, their issues could stem from a crappy ticket system as well. The problem is, they've posted things about the game on here that were possibilities and things they wanted to do and players kept taking them as "we're going to doing to this." Then things happen and it doesn't happen and players get mad about non-existent promises being broken. So they are very wary of posting anything that may be misconstrued by those players as promises. Link to comment Share on other sites More sharing options...
sairing.5832 Posted October 7, 2017 Share Posted October 7, 2017 hello gm,nonone answer my suporrt Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 7, 2017 Share Posted October 7, 2017 Due to high volume, ticket responses are taking longer than usual, up to 2 weeks+. Link to comment Share on other sites More sharing options...
sairing.5832 Posted October 7, 2017 Share Posted October 7, 2017 @Inculpatus cedo.9234 said:Due to high volume, ticket responses are taking longer than usual, up to 2 weeks+.oh ty Link to comment Share on other sites More sharing options...
Djinn.9245 Posted October 7, 2017 Share Posted October 7, 2017 @Inculpatus cedo.9234 said:Due to high volume, ticket responses are taking longer than usual, up to 2 weeks+.Anet should tell people that...in fact they should have a script that sends out follow-up email when this type of thing is happening. Very unprofessional. Link to comment Share on other sites More sharing options...
Nutterdad.6047 Posted October 7, 2017 Share Posted October 7, 2017 I know how you feel I bought this game a few days ago because it looked interesting, Im still unable to even log in , considering just getting a refund and just buy another mmo and give them a try. How would i go about getting a refund? Link to comment Share on other sites More sharing options...
Avani Silver.2018 Posted October 7, 2017 Share Posted October 7, 2017 I've been waiting 2 weeks for a reply to a ticket about an item I bought. Funny thing is when I submitted a ticket a week before that because my payment wouldn't work they straightened that out in a day. For whatever argument you want to make based on that it looks like the response is faster if they think they are going to make money as opposed to support for an item already paid for. That being said this is the first time I have really had an issue with support. I just want to have my living story chapter unlocked so I can complete the story. Link to comment Share on other sites More sharing options...
dzeka.5317 Posted October 7, 2017 Share Posted October 7, 2017 They should have live support (live chat) that would speed up resolving issues, i cant bele that they put on waiting ppl who got hacked accounts.im so happy that i dont any major problems like that now, and im rly soory for ppl who got them lik my firend hes waiting more that 2 weeks with hacked accont he cant even update ticket Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 7, 2017 Share Posted October 7, 2017 Why can't your friend update his ticket? It's merely a matter of replying to the email, automated or otherwise, sent by the CS Team. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 7, 2017 Share Posted October 7, 2017 @Nutterdad.6047 said:I know how you feel I bought this game a few days ago because it looked interesting, Im still unable to even log in , considering just getting a refund and just buy another mmo and give them a try. How would i go about getting a refund? You would submit a ticket to the Billing CS Team. Be aware, responses may take up to 2 weeks, or more.Good luck. Link to comment Share on other sites More sharing options...
dzeka.5317 Posted October 7, 2017 Share Posted October 7, 2017 i think he replyed but as i see situation here ,he will wait one more week or maby 2. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 7, 2017 Share Posted October 7, 2017 So, you are saying your friend did update his ticket. Very confusing. Link to comment Share on other sites More sharing options...
dzeka.5317 Posted October 7, 2017 Share Posted October 7, 2017 i think he replyed on ticket adding more presonal info data like pic of ID billing address, and old acc info if that count as update. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted October 7, 2017 Share Posted October 7, 2017 It does, indeed. Link to comment Share on other sites More sharing options...
Daddicus.6128 Posted October 7, 2017 Share Posted October 7, 2017 There is no excuse for a support team to not respond every day to every ticket. Not necessarily with a solution, but at least to let the customer know that they've seen it and where it is in the priority queue. I've been waiting 12 days so I can give them some more money, but they haven't even acknowledged that they got the ticket (other than the automated response).Support teams need to be faster. If they can't, then they should temporarily transfer developers to the support team. (Which kills two birds with one stone, solving the problem and making development aware that the problems exist, so they're more careful in the future.)ANet, you're responding on Reddit; why aren't you responding to your primary customers directly? Or, at least here on your own forums? C'mon guys, this is inexcusable. Link to comment Share on other sites More sharing options...
tribal vixen.2109 Posted October 7, 2017 Share Posted October 7, 2017 The lack of communication about support is not acceptable. I have a guildie whos account was brute forced but they didnt get past his 2nd auth and his account is locked. Almost 2 weeks and nothing but the auto email. Account hacking/locked support tickets should not take 2 weeks to be resolved. Link to comment Share on other sites More sharing options...
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