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Forums > Home› Neverwinter Discussion › General Discussion (PC)

How long does it take to support reply a ticket?

rgr80rgr80 Member, NW M9 Playtest Posts: 14 Arc User
in General Discussion (PC)

How long does it take to support reply a ticket? im not asking about resolve but only read my ticket and reply something, i not wanna start with criticism here, but I'm thinking of giving up playing, since I've been unable to play all those days and without playing and that's a lot of money and time wasted only waiting...

My ticket are posted 07/16/2018 09:16 PM including updated by me with more details 07/16/2018 however with no response ...
it's very sad i love this game and i'm back here in less than one month but with this i'm really disappointed...

Comments

  • plasticbatplasticbat Member, NW M9 Playtest Posts: 12,466 Arc User
    If I can get a reply within one week, I personally consider it as a success story.
    *** The game can read your mind. If you want it, you won't get it. If you don't expect to get it, you will. ***
  • azrael4271azrael4271 Member Posts: 132 Arc User
    Took about 4 business days for my last ticket.
  • ilithynilithyn Member Posts: 452 Arc User
    Anything less than four business days is super fast, but I've experienced as much as up to nine at times when they had a lot to do and it was holiday season. Such as now.

    So don't expect an answer to your ticket until early next week at the soonest.
    Logic is the beginning of wisdom, not the end of it.
  • kreatyvekreatyve Member, Neverwinter Moderator, NW M9 Playtest Posts: 10,545 Community Moderator
    There is a message up on the support site - "We are currently receiving a high volume of contacts. Our support team are processing these tickets as quickly as possible, and we very much appreciate your patience. We typically respond to these requests in the order that they are received, and will respond to you as soon as we are able." So, times will be longer than usual. I'm still waiting for a response from a ticket I filed last week, so idk.
    My opinions are my own. I do not work for PWE or Cryptic. - Forum Rules - Protector's Enclave Discord - I play on Xbox
    Any of my comments not posted in orange are based on my own personal opinion and not official.
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  • UnknownUnknown
    edited July 2018
    This content has been removed.
  • kreatyvekreatyve Member, Neverwinter Moderator, NW M9 Playtest Posts: 10,545 Community Moderator
    rgr80 said:

    kreatyve said:

    There is a message up on the support site - "We are currently receiving a high volume of contacts. Our support team are processing these tickets as quickly as possible, and we very much appreciate your patience. We typically respond to these requests in the order that they are received, and will respond to you as soon as we are able." So, times will be longer than usual. I'm still waiting for a response from a ticket I filed last week, so idk.

    are the points who NW lose in relation to generic korean mmo's, even if they give a robotic answer there at least the tickets are quickly solved, and how many time player waste unable to play waiting for a single reply, less are the interest to invest time/money and play NW, keep in mind, if i buy a VIP ? i will lose all this time waiting ? is a big point to refuse buy anything maybe to refuse play again NW too...
    Would you like your issue resolved quickly or would you like it resolved correctly? Without knowing exactly what issue you are having, I will tell you that some issues require a much more thorough (aka lengthy) investigation than others.
    My opinions are my own. I do not work for PWE or Cryptic. - Forum Rules - Protector's Enclave Discord - I play on Xbox
    Any of my comments not posted in orange are based on my own personal opinion and not official.
    Any messages written in orange are official moderation messages. Signature images are now fixed!
    kuI2v8l.png
  • dupeksdupeks Member Posts: 1,789 Arc User
    edited July 2018
    kreatyve said:

    rgr80 said:

    kreatyve said:

    There is a message up on the support site - "We are currently receiving a high volume of contacts. Our support team are processing these tickets as quickly as possible, and we very much appreciate your patience. We typically respond to these requests in the order that they are received, and will respond to you as soon as we are able." So, times will be longer than usual. I'm still waiting for a response from a ticket I filed last week, so idk.

    are the points who NW lose in relation to generic korean mmo's, even if they give a robotic answer there at least the tickets are quickly solved, and how many time player waste unable to play waiting for a single reply, less are the interest to invest time/money and play NW, keep in mind, if i buy a VIP ? i will lose all this time waiting ? is a big point to refuse buy anything maybe to refuse play again NW too...
    Would you like your issue resolved quickly or would you like it resolved correctly? Without knowing exactly what issue you are having, I will tell you that some issues require a much more thorough (aka lengthy) investigation than others.
    I think it's a little misleading to suggest that support has a good track record of resolving things "correctly, but not quickly". They have a track record of not resolving things, or only resolving things after repeated follow-up including patient explanation or in rare cases of overwhelming public outcry.

    I don't mean to be rude, but this studio does not prioritize staffing / resourcing a support team that is well-versed in the game and responsive (probably meaning they are overworked / understaffed). That's unfortunate, but it's a reality. Hoping otherwise doesn't make it so.

    @rgr80 the reality is support is going to take patience, and it sounds like they are extra slow now (a lot of new players coming into the game for Mod 14). Wanna share a little more about the issue you're experiencing and see if there is a crowd-sourced solution?

    Please note that if your ticket violates forum rules (naming and shaming, reporting players, or others), then you probably shouldn't provide details.
This discussion has been closed.