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general discussion never winter support

tankready#0772 tankready Member Posts: 62 Arc User
edited September 25 in General Discussion (PC)
just curious how many staff do they have for ticket support
i just made a ticket and its been longer then 30mins is there another way i can contact support via online chat services or telephone or a way to speed the process up?

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  • hadestemplar#9918 hadestemplar Member, NW M9 Playtest Posts: 969 Arc User
    edited September 27

    just curious how many staff do they have for ticket support
    i just made a ticket and its been longer then 30mins is there another way i can contact support via online chat services or telephone or a way to speed the process up?


    First thing need to understand that development team and Support team is different thing..
    Also, that support team is Perfect World inc staff, which cover not just Neverwinter but all games which Perfect World Inc publishing.

    How communicate with support team? For that purpose is support service platform, and as far I know no game publishing company used phones as communication way to solve issues.

    As for waiting time, 30 min is nothing. I mean, support staff receive tons of tickets every day. And they are humans, not robots. They have to follow procedures, evaluate issues and then take actions..

    Other thing, if support team do not reply, does not mean they haven't read it up.

    Also there are difference in priorities to which tickets need respond faster, and are ones who can wait.
    When comes players account details, personall details, bank details, or $$$$$ realated matters, usually they are marked as higher priority. And also it's less submited tickets, which lead to faster respond.

    When comes game realated issues, first support would have to read up and understand issue, then verify your repord, then look possible ways to fix it, also some fixes can be done only by developers.


    So unless you have issue with account information money transactions or other out of game problems. You may need wait more than 30 min.. Probably even week. :)
    Post edited by hadestemplar#9918 on
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  • kalina311kalina311 Member, NW M9 Playtest Posts: 1,997 Arc User
    edited September 25

    just curious how many staff do they have for ticket support
    i just made a ticket and its been longer then 30mins is there another way i can contact support via online chat services or telephone or a way to speed the process up?

    30 mins is nothing :P you'd be lucky if they got back to you in few days.. : D
    weekends/ after hours dont generally count as business days for general support either so it could "seem" to take longer
  • blargskullblargskull Member Posts: 455 Arc User
    edited September 25
    I have discussed this with @hotfrostworm and it has been our opinion they use support farms (cheap ones are in India). But we think these are likely US based, the support isn't full of grammar and spelling errors. These farms use at home contractors that work on your issue using a "playbook" supplied by Cryptic. If your issue is over their head (not very simple to solve or not in the playbook), the problem is sent to someone at Cryptic for a better look. All of this is just how a lot of low budget user support is done these days. Work at home probably gets paid a whole dime for closing your question and solving your problem fast. If they need to use an in house helpdesk, it is an hourly wage.

    Just killing time...
  • jules#6770 jules Member Posts: 668 Arc User
    On business days, I received an answer usually somewhere between on the same day or next day, max 2 days later.
    Actually, if you interacted with support and/or saw other people's interaction with support, you can see that its usually the same pseudonyms - not too many actually. Not sure what that tells us, tho.
    I did get answers depending on what the matter was - slightly better if solving the problem would benefit them, and if you voiced it halway decently considering those people just work there and are not responsible for whatever item you lost or whatever - but always appropriate. It's not the fastest support in the world, and half of the answers is "we can't help you with that" but its really not on the list of "bad things about NW" imo.
    - bye bye -
  • plasticbatplasticbat Member, NW M9 Playtest Posts: 9,816 Arc User
    1. It can takes day if they actually respond.
    2. They don't read what you wrote or read it but not try to understand it. It is like they read 2 sentences and conclude it. When I told them A, they thought it is B. I repeated what I said few times back and fore. They will slowly understand I am talking about A .... and then, they apology, it is their fault, brah, brah, and told me nothing they could do about it. Then, they would close the ticket.
    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.
  • auron#6793 auron Member Posts: 334 Arc User
    the others are right, expecting them to answer in 30 mins is like expecting a package to ship overnight (regular shipping).

    It could take up to a week depending on how busy they are, just be patient.
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  • hotfrostwormhotfrostworm Member Posts: 334 Arc User
    If they have "in house support" at all, you can bet they staff it with unpaid interns. The job of help desk is bottom of the barrel at any company. I remember over a decade ago, someone taking a job for Microsoft, I saw the same person a year later and they told me it was an internship. It didn't go anywhere.

    As for telephone support, many companies use paid services, such as Help Desk. They farm the issue out to people who are willing to work for nearly nothing or a pat on the back. If you work for them, the better ones, screen and test your knowledge, make sure you have good audio presence, VoIP hardware, and maybe require Skype. All that build up, to let you sit at your own PC doing what you do on the forums already.

    Over 20 years ago, I worked for HP & NEC desktop field support and maintenance. I would get online to look through a list of jobs in my area (within 250 miles of my house). Motherboards paid the best, but replacing them could take a long time. They paid estimated labor per part and 30 cents per mile one way. If I went to the edge of my area $75 in max. distance, but I tried to keep the trips within 40 to 50 miles.

    Issues with this job were; I would call and no parts had arrived, I would get a client asking me why I couldn't bring them. Sometimes the client would be upset, saying the parts arrived days ago and been waiting on the tech to install them. HP and NEC were pretty good at getting the parts out on time with FedEx. They were not always correct as to which part really needed to be replaced. I would replace a CD ROM to find out the data ribbon was faulty. One time, I found it was a software issue in Windows, fixed it and sent the part back. I only got paid for the mileage.

    After I finished the job, the client would sign off, and I faxed the paperwork back to the HQ. Six weeks later I would get paid. I finally quit the work when they removed the mileage for the use of my vehicle. There was no way, I would drive the lug nuts off my car, for what they paid out in labor only. I think that job was the closest I came to working at a help desk.

    @plasticbat I would assume they get paid when the ticket is closed.
  • mushellkamushellka Member, NW M9 Playtest Posts: 357 Arc User
    there should be a button on this forum: report spam. . .
    Better to feed the troll than listen to the idiot .
  • tchefi#6735 tchefi Member Posts: 307 Arc User
    edited September 27
    So far, i got an answer to my 11 tickets within 24h-96h. The longest waiting time was when i wrote the ticket on a friday [I guess the support team takes their week-end off :P].
    That's an acceptable waiting time in my opinion, but i also never had any "big" issue (nothing in the "I can't log in/can't play" category).
    An answer doesn't mean a solution though, but at least I get the information that the ticket has been taken into account (and generally a solution arrives rather quickly after ).

    The support team is reasonnably reactive for me. Maybe the GM for the french community ('cause i'm french) is quite efficient. Or perhaps i'm just patient enough, and not really obsessed by any gaming inconvenience (i can always do something else after all)
  • finmakinfinmakin Member Posts: 388 Arc User

    just curious how many staff do they have for ticket support
    i just made a ticket and its been longer then 30mins is there another way i can contact support via online chat services or telephone or a way to speed the process up?

    Is this a joke ?
    Ogguk Sanctus… Justicar Paladin
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  • percemerpercemer Member, Neverwinter Moderator Posts: 574 Arc User
    Greetings,

    Game masters are Perfect World's employees, and the response time is generally 24 hours in working days.

    Regards,
    Percemer
    EU Community Manager @ Perfect World Entertainment
    ----------
    Neverwinter: Facebook - Twitter - YouTube - Customer Support - Terms of Service - Discord
  • greywyndgreywynd Member, NW M9 Playtest Posts: 6,205 Arc User
    mushellka said:

    there should be a button on this forum: report spam. . .

    The "Flag" option at the bottom of each post.
    I'm not looking for forgiveness, and I'm way past asking permission. Earth just lost her best defender, so we're here to fight. And if you want to stand in our way, we'll fight you too.
  • reg1981reg1981 Member, NW M9 Playtest Posts: 1,396 Arc User
    They use to have a chat option. When logged into the support section watch for the blue chat icon to show up. I've not seen it in a long time, but I've not really had reason to make a ticket.

    I looked back and it was Feb 2021 I last chatted with support.

    423944
    Chat with reg1981
    February 11, 2021 19:10
    Solved
  • tankready#0772 tankready Member Posts: 62 Arc User
    ty all yeah this support ticket stuff is horrible.. its been 3 days with no reply from gm to fix my in-game issue i really wish they were quicker i cant do anything in game until they fix this issue so i guess no neverwinter for week or 2. :( ty all
    to bad i cant set my ticket as high priority ticket.
  • arazith07arazith07 Member, NW M9 Playtest Posts: 1,211 Arc User

    ty all yeah this support ticket stuff is horrible.. its been 3 days with no reply from gm to fix my in-game issue i really wish they were quicker i cant do anything in game until they fix this issue so i guess no neverwinter for week or 2. :( ty all
    to bad i cant set my ticket as high priority ticket.

    Considering you made this post on a Saturday, I would say no it hasn't been 3 days, it hasn't even been a full business day.
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