How long does it take to get support?

alannanorthstar

Submitted a ticket at 11/27/2015 10:28 AM, been waiting almost 36 hours. How long does it take to get a response? Not impressed with the customer service right now.

sockmunkey

Its a 4 day weekend for a national US holiday. I suspect support might be a bit slower then normal due to that.

alannanorthstar

sockmunkey said:

Its a 4 day weekend for a national US holiday. I suspect support might be a bit slower then normal due to that.

Still, you'd think with the promotions they have going on, they'd be concerned about keeping their newly-paying customers. Guess not.

looomis

Support is very good in this game, it normally takes 2 - 3 workdays.

alannanorthstar

looomis said:

Support is very good in this game, it normally takes 2 - 3 workdays.

2-3 hours is what I'd call "very good". 2-3 workdays is a company that doesn't value their customers.

rayrdan

Name a support that does answer below 2 working days. No one. I usually dont even get an answer from my parents in 2 days

soltasword

Support does usually take 2 to 3 days to get a reply. Whether you actually get the help needed is another story. I can't remember the name of the game I needed support for once, but they did reply the next day. But it was an obscure game that most people probably never heard of or played.

sockmunkey

So you are actually expecting a 24/7 support staff that works both weekends and holidays, in a free to play game?

Unknown

This content has been removed.

alannanorthstar

sockmunkey said:

So you are actually expecting a 24/7 support staff that works both weekends and holidays, in a free to play game?

For a paid transaction, yes, I do expect that - and now that I've seen how bad the support is, it will likely be the last dime they see from me.

urabask

magenubbie said:

sockmunkey said:

So you are actually expecting a 24/7 support staff that works both weekends and holidays, in a free to play game?

When your company provides a service for the entire world? It's worth considering. Especially since -from what I hear- plenty of people in the US still work during thanksgiving and the weekend that follows. But I can also understand if the office just shuts down for that period. It depends on what your priorities are as a company: Company perks or 2 days of support for your product.

Basically the only people that work on Thanksgiving are restaurant staff and retail store employees. At a CS job at a company like PWE you'd expect to get a half day on Wednesday, Thursday off and probably friday off too. It's not even a perk, it's just what companies do on national holidays.

alannanorthstar

rayrdan said:

Name a support that does answer below 2 working days. No one. I usually dont even get an answer from my parents in 2 days

Blizzard was pretty good about responding within the day when I played. CCP manages to respond to tickets within hours in most cases (and prioritizes based on severity/impact), I've had responses within the day from Turbine as well. Typically F2P games put customers that have spent money to the front of the line for support.

zebular

Normally, it takes 1-3 business days. Business days do not include Saturday, Sunday, and National Holidays. Minimal Support does work non-Holiday Weekends. During non-business days, including National Holidays, backlogs of tickets will usually occur, causing response times to increase following such days. Please just be patient and if you need to update or respond to your tickets, whether with new information, responses, or questions, you may do so by visiting your Ticket History, opening your desired ticket, and then Updating it with your information, comments, responses, or questions.

If a ticket one has filed does not appear in your Ticket History, then you most likely filed it as a Bug Report instead. Bug Reports do not get recorded in Support Ticket Histories, as they go to an entirely different department: the QA Team. Bug Reports do not get responses. Please also be aware that many times the in-game Ticket History will not show your Tickets on record. Instead, check Support Site's Ticket History.

Also, please be aware that sending multiple Support Tickets on the same issue may inadvertently cause the system to detect tickets as duplicate tickets, merging them into one which would then place said ticket at the back of the line. One also runs the risk of the system, or even Game Masters, flagging multiple tickets on the same issue as spam, which may result in game infractions.

So, please be patient as the Support Queue is undoubtedly experiencing high traffic due to the Holiday Weekend and normal Support Operations will resume come Monday morning. Please then continue to be patient as Support works through the backlog of Support Tickets. Thank you.