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

More customer support failure.

zedfighterzedfighter Member Posts: 93 Arc User
edited May 2013 in General Discussion (PC)
I submitted a ticket because my Invocation skill wasn't working at all.

WsCgb0E.jpg

To me, and I think most will agree, is a fairly integral part of the game. That is if you want to save up for the some of the longer term rewards.

On the eleventh day my ticket was answered:

"Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

We appreciate your patience as we worked to resolve this issue.

Thank you for allowing us to be of service to you."


As you can see they state "worked to resolve this issue", but in reality:


"Unfortunately, due to the incredibly high volume of tickets sent in regarding Neverwinter, we have not been able to provide an answer to each ticket that has come to us individually.

You are receiving this automated message to inform you that your current ticket is being closed. We are doing this to prevent your issue from being lost in "Ticket Limbo." We at Perfect World Entertainment are dedicated to providing you with a satisfactory experience both in game, and with regards to Customer Support.

If you are still experiencing the issue that you originally ticketed in about, please submit a new ticket to us and an Agent will look in to it as soon as possible."

So apparently the best way to "resolve" tickets now is to "close" them and make you go through the whole process again.

It's obvious that they aren't even prioritizing tickets via at least looking at each one and making a judgement call.
They're just randomly picking tickets. So basically your ticket is a lottery ticket. You might win, but most likely not.
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Post edited by zedfighter on

Comments

  • l1d3nl1d3n Member, Neverwinter Beta Users, Neverwinter Hero Users Posts: 385 Bounty Hunter
    edited May 2013
    If you want people to read this, don't put funky colors on your font.
  • femaelstromfemaelstrom Member, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    l1d3n wrote: »
    If you want people to read this, don't put funky colors on your font.

    Pretty ironic with that sig you got there...
  • allaerraallaerra Member, Neverwinter Beta Users Posts: 838 Bounty Hunter
    edited May 2013
    @OP that stinks, unfortunately that has happened to everyone with an outstanding ticket:(. Doubly unfortunately, they do not allow you to post said correspondence here on the forum, so it is likely a MOD will come along shortly to remove your thread. Your only option seems to be submitting another ticket which may end with the same result or, you may get lucky and get someone to actually look at it. It appears that they decided to "reset" tickets in the hopes that some of them have magically resolved themselves or the submitters have moved on to another game or will just be too lazy or disgusted to resubmit, thus reducing the load they have to deal with.
  • lisau1974lisau1974 Member Posts: 100
    edited May 2013
    Hey at least you can access their support site. It times out for me.
  • beaghan1beaghan1 Member Posts: 404 Arc User
    edited May 2013
    that's so sad it's almost funny.
  • allaerraallaerra Member, Neverwinter Beta Users Posts: 838 Bounty Hunter
    edited May 2013
    It is and it isn't. Lets say they have 500K tickets and only 3 people on staff to answer them. What to do? This way, anyone serious enough about their issue re-submits and the rest are purged. In the meantime they are hiring more people. Is it a crappy solution, yes, but it may have been their only choice.
  • femaelstromfemaelstrom Member, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited May 2013
    allaerra wrote: »
    It is and it isn't. Lets say they have 500K tickets and only 3 people on staff to answer them. What to do? This way, anyone serious enough about their issue re-submits and the rest are purged. In the meantime they are hiring more people. Is it a crappy solution, yes, but it may have been their only choice.

    If that's true about only having 3 staff then that just proves that they never intended to have real customer support. Launching a new game with that little CS staff would be catastrophically idiotic.
  • schurillschurill Member Posts: 19 Arc User
    edited May 2013
    allaerra wrote: »
    It is and it isn't. Lets say they have 500K tickets and only 3 people on staff to answer them. What to do? This way, anyone serious enough about their issue re-submits and the rest are purged. In the meantime they are hiring more people. Is it a crappy solution, yes, but it may have been their only choice.


    what you do is, especialy if this is as they call it a beta and has high volume of bugs to work out, hire more people BEFORE you get to a point that you needed them 2 months ago.

    what you do NOT do is kick people out of the que and call it a favor to them, and you especialy do not do it twice by claiming yuo have "lost the ticket" while attaching a copy of the ticket to the automated responce of loosing said exact ticket.

    I am on day 16 of trying to get a gm for same said issue.. good luck to us all.
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