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

12hrs and waiting

d20rollad20rolla Member, Neverwinter Beta Users Posts: 8 Arc User
edited July 2013 in General Discussion (PC)
So whats the longest time you have waited for a response to a ticket?.... I'm at 12 hours and still waiting.
i have been playing MMOs for a long time and never waited this long for a response from a GM or a DM, maybe I'm lucky or maybe this game is just ........
Post edited by d20rolla on
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  • huckasevenhuckaseven Banned Users Posts: 470 Bounty Hunter
    edited July 2013
    Created 06/27/2013 05:14 AM, still open and unanswered

    no idea how many hours that is till now
  • souveysouvey Member Posts: 0 Arc User
    edited July 2013
    d20rolla wrote: »
    So whats the longest time you have waited for a response to a ticket?.... I'm at 12 hours and still waiting.
    i have been playing MMOs for a long time and never waited this long for a response from a GM or a DM, maybe I'm lucky or maybe this game is just ........

    I waited for Tera for 4 days and never did get a reply before uninstalling... :-/. Never have made any tickets here yet though... :-)
  • skalt112skalt112 Member Posts: 1,089 Arc User
    edited July 2013
    I don't know if it is better , but there have been mods say that 3-5 days is normal right now. I gave up posting tickets the first week. The customer service is not very good in this game. If something happens where I can't play unless customer service helps me, then I will just move on.
  • powereddjinnpowereddjinn Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 1 Arc User
    edited July 2013
    21 days for a close (please resubmit is you still have the issue) is about average for the first 2 months, now it's down to 36 before a condescending reply!
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  • foundrymakerfoundrymaker Member, Neverwinter Beta Users Posts: 253 Bounty Hunter
    edited July 2013
    I know a few people that have asked about a foundry problem, and have been waiting for 2 weeks now. Guess its not important and going the way of the STO foundry. Mores the pity..
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  • d20rollad20rolla Member, Neverwinter Beta Users Posts: 8 Arc User
    edited July 2013
    skalt112 wrote: »
    I don't know if it is better , but there have been mods say that 3-5 days is normal right now. I gave up posting tickets the first week. The customer service is not very good in this game. If something happens where I can't play unless customer service helps me, then I will just move on.


    This issue is not game breaking for me atm. So i guess i will just try to forget and maybe it will be like when you lose 20$ and find it in a coat pocket 3 months later :)
  • lltsnwnlltsnwn Member, Neverwinter Beta Users Posts: 787 Bounty Hunter
    edited July 2013
    d20rolla wrote: »
    So whats the longest time you have waited for a response to a ticket?.... I'm at 12 hours and still waiting.
    i have been playing MMOs for a long time and never waited this long for a response from a GM or a DM, maybe I'm lucky or maybe this game is just ........

    Another squeaky wheel gets the grease customer service post :)

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    Is the one that gets the grease.
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  • werealchemistwerealchemist Member, Neverwinter Beta Users Posts: 0 Arc User
    edited July 2013
    i had a ticket remain unresolved for about 3 weeks then i got a response saying they weren't going to look at it but it was going to be deleted anyway to prevent what they literally called "Ticket Limbo"
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  • creator345creator345 Member Posts: 0 Arc User
    edited July 2013
    Apparently you guys never heard of the monster that is call Nexon NA, 6 months and ticket hasn't been relied to, for some it's even worse (a year even) PW is nothing compared to that monster of a company and yet people are bashing PW like they are the worse.
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  • chidy1776chidy1776 Member, Neverwinter Beta Users Posts: 0 Arc User
    edited July 2013
    d20rolla wrote: »
    So whats the longest time you have waited for a response to a ticket?.... I'm at 12 hours and still waiting.
    i have been playing MMOs for a long time and never waited this long for a response from a GM or a DM, maybe I'm lucky or maybe this game is just ........

    Ive had tickets in a different very large mmo open for 3-5days. Depends on the issue, how many cs reps they have working, and how many others have tickets in for various reasons. I think 24 hours is a reasonable time frame for most issues. I know it sucks waiting, but remember that there are many others having issues and they can only have so many cs reps.
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  • chai23chai23 Member Posts: 0 Arc User
    edited July 2013
    creator345 wrote: »
    Apparently you guys never heard of the monster that is call Nexon NA, 6 months and ticket hasn't been relied to, for some it's even worse (a year even) PW is nothing compared to that monster of a company and yet people are bashing PW like they are the worse.

    Because every single example of poor customer support except for the worst is just unicorns spewing rainbows. :p
  • ashensnowashensnow Member Posts: 2,215 Arc User
    edited July 2013
    The longest I've waited in a Cryptic game has been 31 months. Eventually I just closed the ticket myself and have not bothered to open a ticket in one of their games since.
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  • etherealjetherealj Member Posts: 1,091 Bounty Hunter
    edited July 2013
    I heard stories about 29 day tickets getting deleted without responses.
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  • cipher9nemocipher9nemo Member, Neverwinter Beta Users Posts: 0 Arc User
    edited July 2013
    Two weeks for me. That's how long it took for them to reply to a ticket for me. And the response was completely unhelpful any ways. So I don't bother replying because it will take another two weeks.

    Compare that to three days with Arenanet, two days with Turbine, and one day with Blizzard. PWE is cr@ptastic for customer service.
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  • dunnoo207dunnoo207 Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 6 Arc User
    edited July 2013
    I've had a ticket open for over a month now and it's gone no where. 10 days since they last replied and when they did reply is was auto response BS that is of no help.
  • powereddjinnpowereddjinn Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 1 Arc User
    edited July 2013
    Just assume that you will never get a valid response from CS, as their job is to fob off punters!
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  • lostmarblesherelostmarbleshere Banned Users Posts: 654 Bounty Hunter
    edited July 2013
    LOL hahahaha

    You really dont know what this company is like.

    Ahhhhh welcome. LOL

    YOu could be waiting for month and then when you get a reply it might be the dreaded we are sorry we deleted your ticket cause we dont have the time to answer yours.

    Welcome to Neverwinter, neveranswer support
  • syllvvsyllvv Member Posts: 0 Arc User
    edited July 2013
    Just to give you a rough idea of the time i had to wait and i got my reply this morning.

    Date Created: 06/15/2013 03:25 AM
    Last Updated: 07/09/2013 03:58 PM

    World class support system and this was sent via the customer service email address. Also the response was automated.
  • lewstelamon01lewstelamon01 Member Posts: 7,415 Arc User
    edited July 2013
    Although yes, support has been a bit lagging in answering tickets, 12 hours is a bit short to complain for a wait.
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  • skalt112skalt112 Member Posts: 1,089 Arc User
    edited July 2013
    lewstelamon01 wrote: »
    Although yes, support has been a bit lagging in answering tickets, 12 hours is a bit short to complain for a wait.

    Saying support is a bit lagging in this game is like saying a neutron star is a bit heavy.
  • zebularzebular Member, Neverwinter Moderator, NW M9 Playtest Posts: 15,270 Community Moderator
    edited July 2013
    . . . . . I've had tickets open for nearly a Month in STO. However, if I were to guess an average of my entire time with Cryptic as a player, I'd say they generally respond within 24 hours up to one business week. The weekends and holidays can throw things off and make responses take longer. The Support System is quite overloaded at the moment but they have been making progress and wait times have been gradually getting less and less.

    . . . . . Just make sure you keep your ticket alive. Open it up in the Support Site and edit/reply to it with any new relevant information once a week until you get a response - just be civil. Rude and insulting Tickets will most likely be closed as a hostile consumer. Tickets will automatically close if they don't get a response. This doesn't mean they won't be read, they just won't be responded to if the system automatically closes them or they are hostile in nature.
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  • lewstelamon01lewstelamon01 Member Posts: 7,415 Arc User
    edited July 2013
    skalt112 wrote: »
    Saying support is a bit lagging in this game is like saying a neutron star is a bit heavy.

    I can only speak for my own experiences with CS, which haven't been overly delayed. YMMV.
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  • lostmarblesherelostmarbleshere Banned Users Posts: 654 Bounty Hunter
    edited July 2013
    zebular wrote: »
    . . . . . I've had tickets open for nearly a Month in STO. However, if I were to guess an average of my entire time with Cryptic as a player, I'd say they generally respond within 24 hours up to one business week. The weekends and holidays can throw things off and make responses take longer. The Support System is quite overloaded at the moment but they have been making progress and wait times have been gradually getting less and less.

    . . . . . Just make sure you keep your ticket alive. Open it up in the Support Site and edit/reply to it with any new relevant information once a week until you get a response - just be civil. Rude and insulting Tickets will most likely be closed as a hostile consumer. Tickets will automatically close if they don't get a response. This doesn't mean they won't be read, they just won't be responded to if the system automatically closes them or they are hostile in nature.

    Are you seriously saying the support doesnt work on weekends or holiday?

    And quite overloaded is an superduper under-statement.

    What makes a ticket hostile in nature in the first place?
  • sominatorsominator Member Posts: 0 Arc User
    edited July 2013
    Sorry to hear about these issues, and thanks for your patience, all! Customer Service is under very high load at the moment, and is working diligently to respond to all requests. Please see this post for more info: http://nw-forum.perfectworld.com/showthread.php?287382-Customer-Service-Update

    Thanks! :)
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  • zoiks100zoiks100 Member Posts: 355 Arc User
    edited July 2013
    Been waiting 2 weeks for another response to my foundry breaking issue, first two responses didn't help at all but at least were relatively quick. So just about 3 weeks now since the issue started.

    They ain't getting another dime from me until I get some sort of resolution, which is funny because I'd planned on spending at least $15/month as long as I kept playing this game. But thanks to all those exploits, downtime, and then this issue, I only ever spent $5.
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  • rascil108rascil108 Member Posts: 1 Arc User
    edited July 2013
    i sent ticket on 6/26/13 and still no answer.
  • lewstelamon01lewstelamon01 Member Posts: 7,415 Arc User
    edited July 2013
    lostmarbleshere wrote: »
    Are you seriously saying the support doesnt work on weekends or holiday?

    And quite overloaded is an superduper under-statement.

    What makes a ticket hostile in nature in the first place?

    Yes, he is seriously saying that. Ticket response times don't include weekends or US holidays.
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  • snakeoil88snakeoil88 Member, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Guardian Users, Neverwinter Knight of the Feywild Users Posts: 0 Arc User
    edited July 2013
    d20rolla wrote: »
    So whats the longest time you have waited for a response to a ticket?.... I'm at 12 hours and still waiting.
    i have been playing MMOs for a long time and never waited this long for a response from a GM or a DM, maybe I'm lucky or maybe this game is just ........

    1 month.... and then I got blown off by the CS agent. I had *and still do have* an adventurer that does not work with tradeskills.
  • zebularzebular Member, Neverwinter Moderator, NW M9 Playtest Posts: 15,270 Community Moderator
    edited July 2013
    rascil108 wrote: »
    i sent ticket on 6/26/13 and still no answer.
    lewstelamon01 wrote: »
    Yes, he is seriously saying that. Ticket response times don't include weekends or US holidays.
    . . . . . Indeed. However, CS has been known to be called in and work weekends during times of important issues and other major things.
    Operation Hours:
    10:00AM - 7:00PM (Monday - Friday) / Off on Saturdays, Sundays, and holidays
    Times are listed in Pacific Standard Time.
    Souce.

    . . . . . I do not have any information about the work-times for Game Masters however. This, above, is for those who handle Support Tickets as a whole, and not just in-game issues which are handled by Game Masters. I don't think PWE would ever say the work schedules of Game Masters though, because this would entice people to break rules during those times.
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  • zebularzebular Member, Neverwinter Moderator, NW M9 Playtest Posts: 15,270 Community Moderator
    edited July 2013
    snakeoil88 wrote: »
    1 month.... and then I got blown off by the CS agent. I had *and still do have* an adventurer that does not work with tradeskills.
    . . . . . Please make a new ticket, reference the closed one - or re-open your closed ticket, and then update/reply to your ticket every week to keep it from getting automatically closed. If a ticket is closed, you can reply to it through the web site and choose to re-open it in one of the drop-down menus.
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