Ignorance or Incompetence ?

BDoomed - Archosaur

Its been 1 week and exactly 7 days on the mark of my last ticket which was sent to the GM's, i will not disclose the contents of the ticket here but would only state that the ticket concerned something so serious that i cant play the game unless its resolved by the GM's.

7 days past, and i didn't even get the auto response back from the support staff, i mean are u really closing the game down ?

i know PWI TOS does say, that they have the right to take away any items on out toons, OR they got all the rights to stop our access to all our accounts, but i think when you have a customer support system, you are OBLIGATED to respond to it right ? And if not the consumers can go to any extent to make sure they get all responses ?

So now i ask before continuing any further, the reason for your stupidity of not responding.... after which i shall make my stand and my move.....

Knownase - Heavens Tear

Holiday season is my best guess, they just took off like half the month probably.

Cawcawwww - Archosaur

BDoomed - Archosaur wrote: »

Its been 1 week and exactly 7 days on the mark of my last ticket which was sent to the GM's, i will not disclose the contents of the ticket here but would only state that the ticket concerned something so serious that i cant play the game unless its resolved by the GM's.

7 days past, and i didn't even get the auto response back from the support staff, i mean are u really closing the game down ?

i know PWI TOS does say, that they have the right to take away any items on out toons, OR they got all the rights to stop our access to all our accounts, but i think when you have a customer support system, you are OBLIGATED to respond to it right ? And if not the consumers can go to any extent to make sure they get all responses ?

So now i ask before continuing any further, the reason for your stupidity of not responding.... after which i shall make my stand and my move.....

'ignorance or incompetence' In logical arguments this is called a false dilemma. Setting your opposition up to accept your terms when in fact there may be many other possibilities.

They may not give a *** about your ticket.

They may not think you are as important to the game as you seem to.

The ticket may be buried in the probably thousands of other tickets they have received in the past month.

They may not even have a customer service department anymore. (I have personally not had any ticket responded to by a human since well before the orb ****)

They may have put you on their bl.


etc etc

BDoomed - Archosaur

Cawcawwww - Archosaur wrote: »

'ignorance or incompetence' In logical arguments this is called a false dilemma. Setting your opposition up to accept your terms when in fact there may be many other possibilities.

They may not give a *** about your ticket.

They may not think you are as important to the game as you seem to.

The ticket may be buried in the probably thousands of other tickets they have received in the past month.

They may not even have a customer service department anymore. (I have personally not had any ticket responded to by a human since well before the orb ****)

They may have put you on their bl.


etc etc

You my friend are prey to the worst disease to human brains, "IGNORANCE"

Cawcawwww - Archosaur

BDoomed - Archosaur wrote: »

you my friend are prey to the worst disease to human brains, "IGNORANCE"

Not your friend f:gone

Lolgasmic - Raging Tide

Cawcawwww - Archosaur wrote: »

Not your friend f:gone

lol you guys

Angel_Spawn - Sanctuary

Lolgasmic - Raging Tide wrote: »

lol you guys

Somehow I knew smb. will post this, hey, I wanted also. :P

Fabuleux - Lost City

BDoomed - Archosaur wrote: »

You my friend are prey to the worst disease to human brains, "IGNORANCE"

Actually the worst disease to the human brain is a brain tumour.

Deceptistar - Sanctuary

well most likely, your issue isnt any more worse than everyone else who thinks their ticket is top priority. PWE tickets usually take around 3-7 days on average, due to all the games that they support, even moreso due to holiday season.

The fastest for me was responded in 3hrs and we did an hourly back and forth talk as it was a server related issue. The slowest was nearly 2 weeks since it was a fairly low prio ticket.

Redmenace - Heavens Tear

Generic Forum Post #7

"Hey you (moron/clueless) (GM/CM/Mod/Developer), what the (expletive) is wrong with you? I have (posted here/sent in a ticket/sent you mail/picketed your offices) for the last (unit of time that is long only if you stand on one foot) and you haven't bothered to (respond/fix my problem/acknowledge my existence/give a rat's @ss) about my Very Important (Issue/complaint/ticket/persecution complex)! If you don't (respond/do what I want/post a lengthy apology/sit in my lap and feed me grapes) I will (leave this game/file suit/have all my friends leave this game/throw poo out the bars of my cage/continue to play, but *tell* everyone I have left the game) and you surely will (suffer/regret the day you offended me/have a party), see if I don't!"


(forward file to cell/text translator, strip all capitalization, grammar and punctuation)

opkossy

Redmenace - Heavens Tear wrote: »

Generic Forum Post #7

"Hey you (moron/clueless) (GM/CM/Mod/Developer), what the (expletive) is wrong with you? I have (posted here/sent in a ticket/sent you mail/picketed your offices) for the last (unit of time that is long only if you stand on one foot) and you haven't bothered to (respond/fix my problem/acknowledge my existence/give a rat's @ss) about my Very Important (Issue/complaint/ticket/persecution complex)! If you don't (respond/do what I want/post a lengthy apology/sit in my lap and feed me grapes) I will (leave this game/file suit/have all my friends leave this game/throw poo out the bars of my cage/continue to play, but *tell* everyone I have left the game) and you surely will (suffer/regret the day you offended me/have a party), see if I don't!"


(forward file to cell/text translator, strip all capitalization, grammar and punctuation)

.... Congratulations, you just won the PWI forums. b:chuckle

Gwendolynne - Heavens Tear

Update your current ticket (do not open another one). Updating "bumps" your ticket. Creating a new one puts you last in line. Also, Maybe your issue is a low priority at the moment.

SylenThunder - Twilight Temple

BDoomed - Archosaur wrote: »

Its been 1 week and exactly 7 days on the mark of my last ticket which was sent to the GM's, i will not disclose the contents of the ticket here but would only state that the ticket concerned something so serious that i cant play the game unless its resolved by the GM's.

7 days past, and i didn't even get the auto response back from the support staff, i mean are u really closing the game down ?

i know PWI TOS does say, that they have the right to take away any items on out toons, OR they got all the rights to stop our access to all our accounts, but i think when you have a customer support system, you are OBLIGATED to respond to it right ? And if not the consumers can go to any extent to make sure they get all responses ?

So now i ask before continuing any further, the reason for your stupidity of not responding.... after which i shall make my stand and my move.....

OKay, well let's feel this out there....

Usual response time is 3-5 business days, not counting holidays.
Today is Tuesday, so based on your information of 7 days, I'll say you filled it out last Monday.

Monday ~ Business Day
Tuesday ~ Christmas Eve ~ Holiday
Wednesday ~ Christmas Day ~ Holiday
Thursday ~ Business Day
Friday ~ Business Day
Saturday ~ Weekend ~ Not a Business Day
Sunday ~ Weekend ~ Not a Business Day
Monday ~ Business Day
Tuesday ~ New Years Eve ~ Holiday
Wednesday ~ New Years Day ~ Holiday
Thursday ~ Business Day
Friday ~ Business Day

SO.. based on that, you won't hit day 5 until Thursday, and even then, with all the backlog of tickets and the increase of tickets from other server issues that have plagued us recently, you're looking at close to 7 business days for a response. (Which puts you into next Monday.)

Have some freaking patience.

I mean, realistically, you've got a support team of 25 people, supporting millions of players on 14 different titles, and most of them are college interns at that.
Set some realistic expectations.

Edit: I'm also curious as to what you mean by " i shall make my stand and my move..."
You obviously didn't read the ToS very well.

BDoomed - Archosaur

Deceptistar - Sanctuary wrote: »

well most likely, your issue isnt any more worse than everyone else who thinks their ticket is top priority. PWE tickets usually take around 3-7 days on average, due to all the games that they support, even moreso due to holiday season.

The fastest for me was responded in 3hrs and we did an hourly back and forth talk as it was a server related issue. The slowest was nearly 2 weeks since it was a fairly low prio ticket.

decepti love, now tell me if u remember me ?

as for the rest, i completely understand everyone's intellect, but if i hadn't calculated the right amount of days, and waited for it, i wouldnt have made this post ?

anyways, will see how it runs, but for sure, would love to see the rest of the smart *** idiots to be in my shoes even if it is for a few hours....

HideYoHubby - Archosaur

Gwendolynne - Heavens Tear wrote: »

Update your current ticket (do not open another one). Updating "bumps" your ticket. Creating a new one puts you last in line. Also, Maybe your issue is a low priority at the moment.

Bumping like you suggest will push the ticket on the bottom of the list, which I would not suggest.

Deceptistar - Sanctuary

BDoomed - Archosaur wrote: »

decepti love, now tell me if u remember me ?

as for the rest, i completely understand everyone's intellect, but if i hadn't calculated the right amount of days, and waited for it, i wouldnt have made this post ?

anyways, will see how it runs, but for sure, would love to see the rest of the smart *** idiots to be in my shoes even if it is for a few hours....

ohmergerrd its Herne :0
u got deported to archo f:stare

well the most recent ticket i put in (2days ago) replied in politer words:

"hold up we are packed with tickets so wait a sec b:cute "

but i had to check the actual email to see that tho cause it wasnt written on this website ticket

strawberryboob

BDoomed - Archosaur wrote: »

decepti love, now tell me if u remember me ?

as for the rest, i completely understand everyone's intellect, but if i hadn't calculated the right amount of days, and waited for it, i wouldnt have made this post ?

anyways, will see how it runs, but for sure, would love to see the rest of the smart *** idiots to be in my shoes even if it is for a few hours....

Pretty sure even "smart *** idiots" are smart enough not to npc their own RRR9 gear while being in a drunk state and then dare to write a QQ thread and acting like its GMs fault. b:cute So keep waiting for it to happen.

SakuLv - Dreamweaver

Many been complaining about that Support Staff ignore and delete their tickets

2 ppl in my guild had problems getting new flyers (on flyer ticket it says- to receive it send ticket to Gm- or something) i guess it took them 1 month or less to actually get it


My other friend..haven't gotten response over 2 weeks already..and his ticket been deleted..and he haven't gotten his flyer even yet...and 2 month passed already

When he send ticket first time..he said that he have gotten this flyer ticket..he would like to receive xxxxxxxx flyer

their response -you will receive it next maintenance
week later..no flyer..ok another ticket..same response..no flyer
3rd ticket...no response at all..and ticket deleted

so he send 4th ticket...no response for 2 week..probably deleted again


What kinda Customers Service ignore their customers?huh?

Metalpuritan - Sanctuary

By the way, if you have checked on the status of your ticket you should know already they have already given themselves a way out. They clearly state that they have a large volume of tickets and they will get to it when they get to it.

Also, who says your ticket is any more important than mine? I know you do, but what if i say my ticket is more important than yours? Does that make it a tie? No, I was just making an argument here that your ticket is not really as important as you think it is, it is to YOU but int he grand scheme of things it is in all actuality just a cog int he greater machine. You, nor anyone else, including myself, can put anything we say do or think ahead of anyone else, period.

I do have a ticket in by the way, and I too cannot play that character until it is resolved. You and me are actually in the same boat, you might as well just pull up a chair like the rest of us and chill for a bit. Take it like man champ! Take it like man.

SakuLv - Dreamweaver

Every single ticket has to be important

They have to take care of their customers

But knowing pwi...they doing it really really really really really bad

himitsunokurai

In my opinion, I don't think they are doing it that bad nor are they doing it on purpose. They have tonnes of very impatient players to deal with. Surely, the playerbase does outnumber the staff.

I don't submit tickets often, but when I do (have only submitted three so far), I get immediate responses. Usually a day or two prior to submitting, and I've never cs'ed a cent nor will I ever, so I guess I can't assume they prioritise cs'ers generally.

Though my latest ticket did take them three weeks to respond to, it was pretty serious (not loss of a toon, but an account entirely which I invested much time on) so I too was ticked at the time. But I'm quite polite and patient. I didn't resort to profanities, offense or anything like that (though I was tempted), just updated on the ticket. I got a proper response and got what I needed. Though I do hope it won't take them that long again, eesh.

I hope you get your things sorted.

Redmenace - Heavens Tear

BDoomed - Archosaur wrote: »

anyways, will see how it runs, but for sure, would love to see the rest of the smart *** idiots to be in my shoes even if it is for a few hours....

Some of us have been here long enough, and read this same message every week for the past 5 years, and read the responses from Mods and GMs that expressly say "posting in the forums does *not* help resolve problems, send in a ticket" and know that your post was nothing but you standing on a chair screaming "I've been wronged!".

Whatever your issue is, I'm sure none of us would like to have it happen to us. However, since you skipped "sympathy" and went directly to "attention h0", it's difficult to be shocked by the howls of derisive laughter.

(unfolds lawn chair and starts in on the popcorn)

OFate - Heavens Tear

BDoomed - Archosaur wrote: »

Its been 1 week and exactly 7 days on the mark of my last ticket which was sent to the GM's, i will not disclose the contents of the ticket here but would only state that the ticket concerned something so serious that i cant play the game unless its resolved by the GM's.

7 days past, and i didn't even get the auto response back from the support staff, i mean are u really closing the game down ?

i know PWI TOS does say, that they have the right to take away any items on out toons, OR they got all the rights to stop our access to all our accounts, but i think when you have a customer support system, you are OBLIGATED to respond to it right ? And if not the consumers can go to any extent to make sure they get all responses ?

So now i ask before continuing any further, the reason for your stupidity of not responding.... after which i shall make my stand and my move.....

Ensure your ticket has all of the necessary information - server, character name, time/dates as well as screen shots if possible.

The more information you provide - while getting directly to the point > helps.