Pepper.3901 Posted May 14, 2018 Share Posted May 14, 2018 @Dementia.8621 said:Ticket #6893321 been 10 days have not had a reply.When I say tickets are not being answered, I am not kidding, and I can prove it with massive screenshots of those I put in and STILL havenot gotten a single answer for. Link to comment Share on other sites More sharing options...
Pepper.3901 Posted May 14, 2018 Share Posted May 14, 2018 @Inculpatus cedo.9234 said:You can re-open a closed ticket by updating it. That may help with the time required to get through the queue. (There may be a Sticky about Ticket issues.)Good luck.Not true. Most tickets can't be reopened. Link to comment Share on other sites More sharing options...
Pepper.3901 Posted May 14, 2018 Share Posted May 14, 2018 @Inculpatus cedo.9234 said:@azsh.1928 said:I'm waiting long, long time and got no response whatsoever ;-( ID 6890817Did you receive the near-immediate automated reply?If not, check spam/junk folders; if so, has it been more than 10 days?Spam filters show nothing. Not even a search in email shows any responses.Some people are not getting help from the tickets they are putting in. Period. Link to comment Share on other sites More sharing options...
RoseofGilead.8907 Posted May 14, 2018 Share Posted May 14, 2018 @atheria.2837 said:@Inculpatus cedo.9234 said:@azsh.1928 said:I'm waiting long, long time and got no response whatsoever ;-( ID 6890817Did you receive the near-immediate automated reply?If not, check spam/junk folders; if so, has it been more than 10 days?Spam filters show nothing. Not even a search in email shows any responses.Some people are not getting help from the tickets they are putting in. Period.If you didn't even receive the automated reply, then your ticket didn't go through or you put in the wrong email address. That's not an issue of support not replying. Link to comment Share on other sites More sharing options...
Pepper.3901 Posted May 15, 2018 Share Posted May 15, 2018 @RoseofGilead.8907 said:@atheria.2837 said:@Inculpatus cedo.9234 said:@azsh.1928 said:I'm waiting long, long time and got no response whatsoever ;-( ID 6890817Did you receive the near-immediate automated reply?If not, check spam/junk folders; if so, has it been more than 10 days?Spam filters show nothing. Not even a search in email shows any responses.Some people are not getting help from the tickets they are putting in. Period.If you didn't even receive the automated reply, then your ticket didn't go through or you put in the wrong email address. That's not an issue of support not replying.I have the screenshots of the tickets, while putting them in and the acknowledgement online from the website.Period. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted May 15, 2018 Share Posted May 15, 2018 @atheria.2837 said:@"Inculpatus cedo.9234" said:You can re-open a closed ticket by updating it. That may help with the time required to get through the queue. (There may be a Sticky about Ticket issues.)Good luck.Not true. Most tickets can't be reopened.Here's a quote: Otherwise, simply respond to the e-mail associated with the previous ticket and that will automatically re-open the existing ticket.Perhaps, policy has changed; anything is possible. https://forum-en.gw2archive.eu/forum/support/support/Current-State-of-Support-August-28-2017#post6739702 Link to comment Share on other sites More sharing options...
RoseofGilead.8907 Posted May 15, 2018 Share Posted May 15, 2018 @atheria.2837 said:@RoseofGilead.8907 said:@atheria.2837 said:@Inculpatus cedo.9234 said:@azsh.1928 said:I'm waiting long, long time and got no response whatsoever ;-( ID 6890817Did you receive the near-immediate automated reply?If not, check spam/junk folders; if so, has it been more than 10 days?Spam filters show nothing. Not even a search in email shows any responses.Some people are not getting help from the tickets they are putting in. Period.If you didn't even receive the automated reply, then your ticket didn't go through or you put in the wrong email address. That's not an issue of support not replying.I have the screenshots of the tickets, while putting them in and the acknowledgement online from the website.Period.I'm not saying you didn't go through the process of making a ticket. I'm saying you have not received the automated confirmation email, which means that something has gone wrong there. If the ticket did fully go through, then you should have received the aforementioned email. If you don't have it, then you either accidentally put the wrong email address in your ticket or your spam filters are catching the emails from Anet. Link to comment Share on other sites More sharing options...
AnClar.1304 Posted May 15, 2018 Share Posted May 15, 2018 Put in a ticket on May 4, got a response on May 13, so 9 calendar days...currently working on issue with support. Link to comment Share on other sites More sharing options...
Awheya.3796 Posted May 15, 2018 Share Posted May 15, 2018 So, I created a follow-up once again and it was closed without response. AGAIN. What's up with Support lately?? Link to comment Share on other sites More sharing options...
Zephyr.8015 Posted May 16, 2018 Author Share Posted May 16, 2018 It took support 11 days to get me a response. 11 days I was so frustrated by the lack of communication and overall poor support I closed my ticket without it being resolved. Link to comment Share on other sites More sharing options...
Zilyanna.5476 Posted May 17, 2018 Share Posted May 17, 2018 8 days now for 1 ticket. 5 days for the other... feels like a waste of time trying to recover an account when support has terrible communication with you. A simple "we got your ticket, we estimate itll take about x days before we can properly assist you" would be better than just simply ignoring the ticket until they are ready to "help" Link to comment Share on other sites More sharing options...
Fritatoes.5136 Posted May 17, 2018 Share Posted May 17, 2018 I have a friend who is a full week into waiting on support for his 2-factor authentication not working. Since its the 2-factor authentication that is creating the problem, they can't sign into the support site either to check the status of the original request (which had to be submitted anonymously). His ticket number is #6899332. Any help on this would be appreciated. Link to comment Share on other sites More sharing options...
goodgrief.1382 Posted May 17, 2018 Share Posted May 17, 2018 whenever i go to support i can't stay logged in so i had to submit an anonymous ticket. it's for a basic task of changing email address (which why we can't change it ourselves is ridiculous to me). i didn't get a confirmation email and i have no idea if there's even a ticket in the system for it. Link to comment Share on other sites More sharing options...
GreyWolf.8670 Posted May 18, 2018 Share Posted May 18, 2018 I think this page shows any tickets you've created whether open or closed. https://help.guildwars2.com/hc/en-us/requests Link to comment Share on other sites More sharing options...
RoseofGilead.8907 Posted May 18, 2018 Share Posted May 18, 2018 Double check your email's spam folders and such. If you still don't see a confirmation email, then the ticket didn't go through properly. Link to comment Share on other sites More sharing options...
Slayertidus.3278 Posted May 18, 2018 Share Posted May 18, 2018 Haven't read the rest of the posts but I sent in a ticket to remove my authenticator since I haven't played in 3 years. Hadn't heard back in about a week even after updating the ticket to ask about a status update so I just submitted a brand new ticket and it was resolved in about a day. Maybe some tickets just get lost in the cracks, but this is my experience. Link to comment Share on other sites More sharing options...
mowljo.2376 Posted May 18, 2018 Share Posted May 18, 2018 This sounds very interesting!Did you change anything about the support ticket? @Slayertidus.3278or was it the completly same? Link to comment Share on other sites More sharing options...
Magpiez.2957 Posted May 18, 2018 Share Posted May 18, 2018 Just to chip in here, I've been waiting on a response to my ticket #6901155 since Saturday @ 12:41 (UK).@Gaile Gray.6029 are you able to assist at all please? :( Link to comment Share on other sites More sharing options...
mowljo.2376 Posted May 18, 2018 Share Posted May 18, 2018 I probably read most post from Gaile or on the subject of support ticket time and I can say with 100% certainty that there is absolutly nothing anybody will or can do.But its okay to speak up, otherwise we would live a lie and feedback is always important.I hope our tickets get resolved soon :-/ Link to comment Share on other sites More sharing options...
fritanga.1623 Posted May 18, 2018 Share Posted May 18, 2018 @Fritatoes.5136 said:I have a friend who is a full week into waiting on support for his 2-factor authentication not working. Since its the 2-factor authentication that is creating the problem, they can't sign into the support site either to check the status of the original request (which had to be submitted anonymously). His ticket number is #6899332. Any help on this would be appreciated.My issue was fixed today! Thank you for the help, friend! Link to comment Share on other sites More sharing options...
Aerick Blackmoore.8167 Posted May 19, 2018 Share Posted May 19, 2018 Support ticket #6904111, openend on Monday, updated on Thursday, no reply yet, did receive email that ticket had been received. Assuming 5 work days with weekends off it'll take more than a week to reply to a simple issue. @Gaile Gray.6029 any help would be appreciated. Link to comment Share on other sites More sharing options...
One Sassy Cat.3094 Posted May 19, 2018 Share Posted May 19, 2018 10 days for my ticket now. I sent a reminder request after 7 days so I do not forget about it, but I feel Anet has. :( Link to comment Share on other sites More sharing options...
Slayertidus.3278 Posted May 20, 2018 Share Posted May 20, 2018 @mowljo.2376 said:This sounds very interesting!Did you change anything about the support ticket? @Slayertidus.3278or was it the completly same?I really didn't change anything. I just mentioned that I already had put in a ticket and tried to respond back to the same email for updates. I'm guessing my first ticket just fell through the cracks somehow. Link to comment Share on other sites More sharing options...
Maulclaw.4365 Posted May 20, 2018 Share Posted May 20, 2018 I don't recall Support taking this long to answer a ticket. It's been almost two weeks since I filed one in regards to a purchase I made. I understand that Support has to analyze and respond each ticket depending on their 'priority', but since this was related to a purchase... I actually thought they would've answered it by now. I recall Support being way faster back in 2015 to the point where tickets were resolved within the same day they were filed.Is there any particular reason why this is the case? I suppose it makes sense when it's around a major release or even during a troublesome wave of issues, but we're not going through anything like that the moment, which does make me worry. I've also noticed that it's usually the same "GMs" who respond to the tickets in question, and I remember there being more people in this line of work.Has ANet shared any information in regards to this? If not, what are your thoughts on the matter? Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted May 20, 2018 Share Posted May 20, 2018 They have shared (on Reddit), stating tickets are running a week, 10 days, or more due to high volume. (You may have heard about the recent ban wave.)You can update your (original) ticket, and inquire about progress.Good luck. Link to comment Share on other sites More sharing options...
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