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12hrs and waiting

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    yapparentlyyapparently Member Posts: 5 Arc User
    edited July 2013
    Might I recommend a forum topic pertaining to in game bugs, feedback, fixes needed, etc? That would sure help the devs hone in on the major issues and serve as a one stop shop for dev focus.

    Also, can we please get a "Server Status" link put somewhere on this website? If one exists, it's in diar need of relocation because I looked and couldn't find one.
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    walk2kwalk2k Member Posts: 928 Arc User
    edited July 2013
    12 hours lol???

    I sent a ticket in early June took about 3 weeks. YMMV..........
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    fathomfulfathomful Member, Neverwinter Beta Users, Neverwinter Knight of the Feywild Users Posts: 207 Bounty Hunter
    edited July 2013
    Ha 12 hours that is sooooo cute.

    My ticket is sitting at 11 days. Nada, nothing but an auto generated response.

    This is a really really easy thing to fix as well. I read that shard merge had happened so sent some mail to a friend, guess what no shard merge so just need my mail returned to me.

    11 days and no response yet.
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    cipher9nemocipher9nemo Member, Neverwinter Beta Users Posts: 0 Arc User
    edited July 2013
    skalt112 wrote: »
    GW2 not only answered my "I got hacked" ticket within a few hours, but had my characters gear and currency replaced within 3 days. The only thing they didn't replace were my tradeskill items, which had been emptied.

    One of my guild mates who played GW2 with me had a ticket in their queue for 4 days until it was answered regarding being charged twice for something that paid once. I had other tickets in for GW2 which were much less important and answered in about 1.5 days. So your experience was unique with Arenanet/NCSoft if they answered it within a few hours. Still, it took 3 days to get your currency replaced.

    The point is: within 12 hours is still an unrealistic expectation. I agree that PEW has horrible customer support and my one ticket with them took two weeks.
    cipher_jitn_sig.png
    Hammerfist Clan. Jump into the Night: NW-DMXWRYTAD
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    ghostravynghostravyn Member, Neverwinter Beta Users, Neverwinter Hero Users, Neverwinter Knight of the Feywild Users Posts: 59
    edited July 2013
    Don't know which MMOs you've been playing, but for me 3-4 days is average across a very broad range of titles.
    Corrupted Souls, Mindflayer server
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    lewstelamon01lewstelamon01 Member Posts: 7,415 Arc User
    edited July 2013
    fathomful wrote: »
    Ha 12 hours that is sooooo cute.

    My ticket is sitting at 11 days. Nada, nothing but an auto generated response.

    This is a really really easy thing to fix as well. I read that shard merge had happened so sent some mail to a friend, guess what no shard merge so just need my mail returned to me.

    11 days and no response yet.

    Not sure where you got your information from....shards haven't been merged yet. All that's been said is that they will be merged at some point in the future.
    ROLL TIDE ROLL

    Great Weapon Fighter: Because when is today not a good day to die?

    PC and PS4 player. Proud Guildmaster for PS4 Team Fencebane. Rank 5 Officer for PC Team Fencebane. Visit us at http://fencebane.shivtr.com
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    fathomfulfathomful Member, Neverwinter Beta Users, Neverwinter Knight of the Feywild Users Posts: 207 Bounty Hunter
    edited July 2013
    Not sure where you got your information from....shards haven't been merged yet. All that's been said is that they will be merged at some point in the future.

    Right it was completely erroneous information. It just doesnt make sense that i wouldnt get mail returned when it was sent to a bad spot, or at least some sort of answer.
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    johnfelljohnfell Banned Users Posts: 408 Bounty Hunter
    edited July 2013
    ghostravyn wrote: »
    Don't know which MMOs you've been playing, but for me 3-4 days is average across a very broad range of titles.

    Jumping in here; True, but Neverwinter boasts 11-20ish days, or more, on the other hand.
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    cipher9nemocipher9nemo Member, Neverwinter Beta Users Posts: 0 Arc User
    edited July 2013
    johnfell, why are you necroing two-week old threads? I've seen you do that in others as well.
    cipher_jitn_sig.png
    Hammerfist Clan. Jump into the Night: NW-DMXWRYTAD
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    johnfelljohnfell Banned Users Posts: 408 Bounty Hunter
    edited July 2013
    cipher9nemo, usually necroing refers to threads alot older than a week or two, and generally threads no longer of value or issues solved.

    In my opinion the state of customer support (or lack thereof) is still an issue, a big one at that, and the other was regarding Founder Pack scams, still relevant and even more so with the newly added Feywild packs - add to that I responded to someone directing posts at me. In short I believe I exercised my rights within the forum's rules and after my own interests.
    Also, they were in old tabs I found when cleaning Firefox from 90 out of 100 tabbed pages. :P

    If it bothers you enough for you to further bump them with this question, simply disregard the threads and move on, if they don't concern you, and get back to me if you see me necroing threads months old on topics no longer relevant or more current and in depth discussed in long active threads.
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    rabbinicusrabbinicus Member Posts: 1,822 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 ........

    Never had a single ticket answered.
    The right to command is earned through duty, the privilege of rank is service.


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    skalt112skalt112 Member Posts: 1,089 Arc User
    edited July 2013
    johnfell, why are you necroing two-week old threads? I've seen you do that in others as well.

    Necroing is considered better in many circles than creating a new topic. Forums are weird animals. If the guy had made a new topic, folks would be in here posting "Learn to use search", but if the person uses search and finds a pertinent thread a few weeks old they get "Why are you necroing threads?"

    So which is better?
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    zebularzebular Member, Neverwinter Moderator, NW M9 Playtest Posts: 15,270 Community Moderator
    edited July 2013
    skalt112 wrote: »
    Necroing is considered better in many circles than creating a new topic. Forums are weird animals. If the guy had made a new topic, folks would be in here posting "Learn to use search", but if the person uses search and finds a pertinent thread a few weeks old they get "Why are you necroing threads?"

    So which is better?
    Moderator Notice:
    . . . . . Just to be clear, Necromancy is forbidden on the forums. However, Necromancy is only considered such here on threads that have not had any new replies for 30 days or more, as stated in our Rules of Conduct. If anyone has any questions concerning this or any other rule, the forums are not the place for this. PM any Moderator instead. Please do not reply to this notice, PM me instead. Thanks!
    Necromancy:
    Any thread over one month (30 days) old is considered to be a dead thread. Posting in a dead (necro) thread will cause it to be locked. Repeated posting of dead threads can result in a ban from forums/game. Instead of necro-ing a thread, please make a new thread.
    . . . . .
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    johnfelljohnfell Banned Users Posts: 408 Bounty Hunter
    edited July 2013
    Fell Notice;
    Just to be clear, extreme waiting times for customer support is unacceptable in most areas of business. However, blatant favoritism is sometimes considered fine as long as the accused party in question have excuses or rulesets like "30 hours or less", as often repeated by diehard fans or unpayed servants of the mindset or commpany. If anyone have any questions or concerns regarding this or any other flaw in the game, it's design or managment, the forums are the place for this. PMing CS is the problem and seemingly not a solution. Please do reply to this post, don't PM me. Thanks!

    [Posters note; I hereby claim openly that the post above was written in good faith, on topic, not trolling or in attack of anyone in this thread or it's moderators - to whom this is not in response to, nor in breach of anything I'm not allowed to discuss openly.]
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    jihancritiasjihancritias Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited July 2013
    19 or so days I think. It was for items that disappeared in my mail, when I tried moving them to my bag. They closed the ticket and said to open another if it persists. I gave up. I don't play anymore.

    I opened a ticket in EVE Online, it got answered in five minutes, and was resolved in five minutes and one second. TSW, takes about half an hour usually, to get a response, and about five minutes to get it resolved, usually. Good companies there.
    TL : DR? Then don't waste my time responding.
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    johnfelljohnfell Banned Users Posts: 408 Bounty Hunter
    edited July 2013
    19 or so days I think. It was for items that disappeared in my mail, when I tried moving them to my bag. They closed the ticket and said to open another if it persists. I gave up. I don't play anymore.

    I opened a ticket in EVE Online, it got answered in five minutes, and was resolved in five minutes and one second. TSW, takes about half an hour usually, to get a response, and about five minutes to get it resolved, usually. Good companies there.

    Waiting times here for support are insanely long. More and more people testify to this. Yet still certain people and mods (refering to their player personas, not their "authority", wich would be forbidden here, just to clarify intent) will either call you and the others a liar, or a whiner, or claim that for them it only took a day, or whatever.

    There are -countless- MMOs that have customer support so vastly superior to this games pitiful excuse of "support", and no matter how many people chime on this fact, support it, there will, once again, be the clique that try to dispute it, with rare situations or excusing this company because "oh, but its so early! they have alot on their plate!", regardless of the facts that every MMO has had alot to do, yet many still managed fine, and design the service better or hire more people or whatever works for them.

    The Customer "Support" or "Service" here has always been pathetic. Despite the roar, constructive or not, from these forums or their FB or twitter, it has not gotten better. There is no real excuse. Other game companies continue to do it very well. Personally I have no idea what to do about it.

    But people still defend it. Amusing.
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    fathomfulfathomful Member, Neverwinter Beta Users, Neverwinter Knight of the Feywild Users Posts: 207 Bounty Hunter
    edited July 2013
    Well it took my ticket 24 days to get answered.

    They basically told me to screw off too bad.

    Just a warning if you send mail to a bad address it will NOT be returned, it CANNOT be retrieved. If you open a ticket you will wait for for two weeks just to be told to screw off.
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    johnfelljohnfell Banned Users Posts: 408 Bounty Hunter
    edited July 2013
    fathomful wrote: »
    Well it took my ticket 24 days to get answered.

    They basically told me to screw off too bad.

    Just a warning if you send mail to a bad address it will NOT be returned, it CANNOT be retrieved. If you open a ticket you will wait for for two weeks just to be told to screw off.

    Well, just take comfort in the words of our dear Moderators;
    support has been a bit lagging in answering tickets

    Everything is fine. Just fine.
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    jhary70jhary70 Member Posts: 7 Arc User
    edited July 2013
    One week no response, then something along the lines
    "While I would love to be able to restore your items, I am unfortunately unable to do so at this time. We make every effort to be able to verify and restore any loss. However due to various reasons this may not always be possible. I am sorry about your loss and apologize for any inconvenience this may cause you. "

    Well, great. Their fault. I am willing to accept compensation. People, you are stealing my cash here... not Gold, but
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    merlin420idmerlin420id Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 0 Arc User
    edited July 2013
    fathomful wrote: »
    Well it took my ticket 24 days to get answered.

    They basically told me to screw off too bad.

    Just a warning if you send mail to a bad address it will NOT be returned, it CANNOT be retrieved. If you open a ticket you will wait for for two weeks just to be told to screw off.

    I have submitted two tickets since the game has began.......First one took 22 days and was like the poster that i quoted. Next ticket had to do with not getting three character slots when I bought more (as a founder's pack purchaser, I'm supposed to get three instead of two)........It took them 24 days to get back to me on that one, and while the problem wasn't fixed (I still only get two toon slots), they did give me 500 zen to buy more toon slots. They told me to reply to my ticket if the problem hadn't been solved. So, I guess in another 3 weeks, I'll find an email that is just another automated response probably.

    This is the third PWE game that I've played, and yes, I have to say that customer service completely sux. But it seems to be better in this game than the previous ones i've played. The one thing I've noticed though, they don't really ever fix anything, they just throw zen/freebies at the problem and hope the player is happy and shuts up.
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    mistressphoenixmistressphoenix Member Posts: 369 Arc User
    edited July 2013
    Took me only about 2 days to get a response to the one ticket (not bug report) that i filed. Of course, the response had NOTHING to do with my issue and i ended up resolving it myself a week or so later by uninstalling all of my PW games, cleaning my registry, and reinstalling them all (the ONLY thing that fixes it), but i did get a response, anyway. Now i know when my launcher stops loading i need to follow those steps again.

    The longest response in ANY game i've played would be probably a month in Champs Online. And then the response was just "we can't help you." Hands down, CO has the worst CSR in the industry. Or it did before TrailTurtle joined the team. i haven't had to fill out a ticket since then.
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    endagonendagon Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 43
    edited July 2013
    so many people complaining about waiting over 3 weeks to get an automated response with defaulting their ticket to closed or responses that have nothing to do with their ticket, not really sure you can consider that customer service....
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    darkstorn42darkstorn42 Member, Neverwinter Beta Users Posts: 0 Arc User
    edited July 2013
    There are a lot of tickets people are making and they have a small GM staff, you need to be patient, they will get to you in time.
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    fathomfulfathomful Member, Neverwinter Beta Users, Neverwinter Knight of the Feywild Users Posts: 207 Bounty Hunter
    edited July 2013
    I can understand them taking a while to answer. I am more or less upset about the specifics.

    I mean if you send mail to an incorrect address you are just screwed. I mean yea typos sucks and can be prevented but still all the items i sent just dissappear in the ether? Cant return the message and say invalid address or something. ugh. terrible.
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    endagonendagon Member, Neverwinter Beta Users, Neverwinter Guardian Users Posts: 43
    edited July 2013
    fathomful wrote: »
    I can understand them taking a while to answer. I am more or less upset about the specifics.

    I mean if you send mail to an incorrect address you are just screwed. I mean yea typos sucks and can be prevented but still all the items i sent just dissappear in the ether? Cant return the message and say invalid address or something. ugh. terrible.

    Yeah you would think that would basic mail box addition, trying to send to an incorrect mail address should be returned with an error message- invalid mail address.
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    fathomfulfathomful Member, Neverwinter Beta Users, Neverwinter Knight of the Feywild Users Posts: 207 Bounty Hunter
    edited July 2013
    endagon wrote: »
    Yeah you would think that would basic mail box addition, trying to send to an incorrect mail address should be returned with an error message- invalid mail address.

    Exactly seems like it would be more work to suppress the error that would be returned than it would be to just let it come back.

    Either way i have just learned you never use mail for anything just face to face trades lol.
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    chronik412chronik412 Member Posts: 4 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 have never placed a ticket in this game so my opinion on NW is pretty useless. While I haven't played many MMOs I spent years playing WoW, a very popular MMO - in my experience 12 hours isn't a bad wait time, I have seen ticket times up to two weeks on WoW. Just be patient and someone will eventually get to you, try to remember these guys have to answer everyone's ticket and there is likely a long line of them. Another thing to remember is this game is free to play with their only revenue coming from advertisements and the game shop/store, whatever you want to call it. I find it likely that they do not have a large staff. Whatever the issues on their side is complaining about it on the forums probably isn't going to get your issue resolved any sooner.
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    ukspawnukspawn Member Posts: 426 Arc User
    edited July 2013
    If you want a quicker response just start all your tickets with

    "I'm trying to spend money on your game, but.."
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    johnfelljohnfell Banned Users Posts: 408 Bounty Hunter
    edited July 2013
    There are a lot of tickets people are making and they have a small GM staff, you need to be patient, they will get to you in time.

    There are alot of tickets around the time of a newly launched MMO? Obviously?
    If something has a bug filled beta and continue to have glaring flaws and bugs and broken mechanics post-launch will there be more tickets? Obviously.
    Should they maybe have planned for this eventuality, seeing as how they had a closed, then open, beta, where tickets poured in, and knew what to expect, and should at that maybe have planned for even worse? Obviously.
    Could they possibly have shown even slight anticipation and handled it in ways of having a better CS design or hired more people or even volunteers or other strategies other companies in this market has employed throughout the last decade or more? Obviously.

    Countless MMOs have far, far superior customer support, and handled launches and early stages so much more efficiently it's not even funny.
    And it's not even just about the absurd wait times, but the manner in wich they respond, when they finally do, wich is evident if reading this thread or the many others on the subject.

    Advocating patience is fine - a virtue and all that - but that also warrants that the service or company in question has earned patience from it's customers; they are, by their actions, simply not worthy of extreme patience (10-20 day waits and nonsense responses) in many peoples minds. Can you honestly blame the frustrated customers? Is a call for patience truly appropriate?
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