How long does support ticket response really take?

YaFeelMe - Sanctuary
YaFeelMe - Sanctuary Posts: 6 Arc User
edited November 2011 in Support Desk
I helped my husband submit a ticket through his account 2 weeks ago and it says that it is a work in progress. Keep in mind that that the 2 weeks are business days. Naturally he is frustrated as he has charged a fair amount of zen in the game over the 2 years that he's been playing versus my playing it 3 years. He emailed customer support to try to see if at least his ticket was being worked on and he received a response to not submit multiple tickets..created a ticket on his behalf and then closed it. Some tickets require greater research than others but it would be ideal to post a note in the ticket to at least let the person know that someone is actually looking it and not being ignored. So basically, does it really take over 2 weeks for a ticket and to be unresponsive to your customer? I've always thought PWI was decent when it came to responding to tickets even when others complained but now I can see why some people get ticked off because of things like this. And I must say that the situation has gotten me to the point of seeking out another game to play although I will miss my faction mates.
Post edited by YaFeelMe - Sanctuary on

Comments

  • Ukkie - Sanctuary
    Ukkie - Sanctuary Posts: 120 Arc User
    edited September 2011
    To be really honest, I don't know. I've submitted several tickets and never ever got a response. My tickets however were not about Zen, so I guess they automatically are being either closed or moved down to the top of the pile.

    Customer support from PWI is ... not too good to put it mildly (imho ofcourse).
    Gentlemen, I believe I am on fire
  • darthpanda16
    darthpanda16 Posts: 9,471 Arc User
    edited September 2011
    @Ukkie You sent in one ticket on this account that was a Comment/Suggestion on Aug 16 and it was replied to the very next day on Aug 17 thanking you. What tickets are you referring to?

    Tickets are usually replied to in 1-3 business days, this does not include weekends or holidays. Depending on the queue, this can be shorter or longer.

    You can go to My Account in your PWE Support account to check on the status of your tickets.

    Also check your spam and junk mail folders. b:victory
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  • Allisandre - Sanctuary
    Allisandre - Sanctuary Posts: 1,452 Arc User
    edited September 2011
    Usually for me, I submit a ticket and get a response within days.

    Not this time though. Opened ticket on 9/2, got a failed solution on 9/6, was asked for more information on 9/13, which I provided promptly the next day. Hasn't been touched since >.<.
    Take the time to look for your answer before you post like an idiot.

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  • YaFeelMe - Sanctuary
    YaFeelMe - Sanctuary Posts: 6 Arc User
    edited September 2011
    As I stated I helped my husband submit a ticket through his account and it has been over 2 weeks and is showing "work in progress". It has been over 2 weeks excluding labor day and weekends. Funny thing is that I sent a ticket asking this very question and was told to have him to reply to his response and reference my own ticketid. Being that no one has responded to his ticket at all he can't do that. So instead we did add additional info which included my ticketid and the color of "work in progress" changed from orange/yellow to blue. He constantly checks his email as well as his ticket through his account and neither place has he had a response. You can look in my last ticket and see that I responded to the suggestion with his ticketid and character name(s). We actually laughed (not funny) that my ticket has been responded to and his haven't.

    I do appreciate your response here although it still leaves something to be desired to how tickets are handled and customer service concerning them considering that my husband's ticket is much more dire than mine.
  • Ukkie - Sanctuary
    Ukkie - Sanctuary Posts: 120 Arc User
    edited September 2011
    Actually, several tickets, bot reports and **** reports ...

    You guys are busy, I know... I'm in IT too so I know it can be frustrating (nothing personal ofcourse) :)
    Gentlemen, I believe I am on fire
  • SylenThunder - Twilight Temple
    SylenThunder - Twilight Temple Posts: 7,908
    edited September 2011
    I put in an application for CM, but haven't received any response yet. They obviously need help though.
    [SIGPIC][/SIGPIC]
  • natasja95
    natasja95 Posts: 8 Arc User
    edited September 2011
    hello

    i got my account natasja15 back for 2 days now and today i'm banned again. What is happening ?
    and can i get my account back again pls i got **** for the second time.
  • Shazaama - Harshlands
    Shazaama - Harshlands Posts: 49 Arc User
    edited September 2011
    someone must be kicking down a nice amount of cash for all this to be running rampant to SO MANY AT ONCE. including myself and my fiance. my original ticket for my acct being **** was 9-14, i got a response today 9-23 asking for more info. i suspect at this point, and with w/e in the world they think there doing, prolly wont get a response back. many of us have more then likely been deligated to the ignore pile sadly.
    good luck to you all, especially considering many of us have spent actual money on this time, and now reap the benefits of such as in little regard if any at all b:surrender
  • Siuki - Dreamweaver
    Siuki - Dreamweaver Posts: 61 Arc User
    edited September 2011
    i got reply same or next day
    once it took longer cuz gm was busy with other stuff and apologazed in reply XD
  • LilithPaige - Dreamweaver
    LilithPaige - Dreamweaver Posts: 127 Arc User
    edited September 2011
    I haven't been receiving tokens for my achievement points since June, so I posted a ticket and it took them over a month to reply and tell me they wouldn't do anything for another month... I wouldn't hold your breathe for a reply.
  • RTigerfish - Harshlands
    RTigerfish - Harshlands Posts: 22 Arc User
    edited September 2011
    yeah i've noticed it depends on what you submit your ticket as. thereby determining which department it would go it; which in turn would determine how long the line and therefore the wait time. so i guess its all in how you structure your ticket. like any kind of bureaucracy you can fill out any form you want; you just have to account for how large of a load each department might have and if you can structure it to fit into a shorter lined department. tho with what happened to me i seriously doubt they will do anything about it. read the TOS up and down and since they neither specify the exact situation that happened. and i was told basically im stuck where i am because of it; even though what happened to me was a direct violation of tos: Section 11-j. their reply: "we cant do anything with pvp dropped items." so i will go have myself a redbull and level up a sin to go get back what was lost.
  • KrazyMoon - Lost City
    KrazyMoon - Lost City Posts: 7 Arc User
    edited October 2011
    darthpanda16 wrote: »
    @Ukkie You sent in one ticket on this account that was a Comment/Suggestion on Aug 16 and it was replied to the very next day on Aug 17 thanking you. What tickets are you referring to?

    Tickets are usually replied to in 1-3 business days, this does not include weekends or holidays. Depending on the queue, this can be shorter or longer.

    You can go to My Account in your PWE Support account to check on the status of your tickets.

    Also check your spam and junk mail folders. b:victory

    YES IT IS AUTO REPLYED AT THE NEXT DAY BY SERVER SAYING, WE GOT UR TIKET AND WE GONA RESOLVE IT ON THE NEXT 3 BUSINESS DAY (THE QUESTION IS WHAT ARE BUSINESS DAY FOR PWI'S SUPORT?) because them dont fix anyting i got ****, on trade system, haave the name report him, even got a screen shot of the guy saying he got the claws, and just log off, and sond the screenshot and now are 2 weeks later and noting had happened, this anonaying an iam tinking to quit the game i dont care if spend moeny on this anymore, this suport is not working and make the customers just look for a better service, if PWI was a restaurant, this mean we have to eat garbage everyday just because we miss the people on the restaurant and we already pay the dish, and it dont have sense, iam sorry panda, but ur are not doing ur work or someting is happening because the tikets are not being fixed, and it is ur responsability.b:angry
  • SylenThunder - Twilight Temple
    SylenThunder - Twilight Temple Posts: 7,908
    edited October 2011
    Here's my understanding on the situation of tickets....

    GM's work from 9am-4pm Monday through Friday PST. (except holidays)
    The standard US system allows for two 15-minute breaks and a one hour lunch for every 8 hours worked.
    Under normal conditions, tickets are responded to by a human being within 3-5 working days.

    Lately however, GM's are extremely overloaded with tickets. So much so that they aren't in-game anymore, aren't out browsing the forums, and aren't even assigning anyone to live support. The number of tckets has been increased exponentially here because of the lack of bug fixes, the extreme delay on fixing SP, and a recent increase in botters and gold sites spamming the servers. All of their energy is being put into looking at tickets.

    Also keep in mind, that the team of GM's does not support just PWI, they are also handling tickets for the other 9 games that PWE is currently supporting. That's quite a workload.

    I applied again, but I never do get a response from PWE about it. Personally they desperately need to increase the number of GM's to work on tickets, and should also consider providing 24-hour support. I mean, this is an International game after all.
    [SIGPIC][/SIGPIC]
  • chaoticshelly
    chaoticshelly Posts: 0 Arc User
    edited October 2011
    The official answer is 3 to 5 business days, however, taking into account the many mis-categorized tickets, and multiple tickets the GMs receive on a daily basis, it could take longer. I've had tickets answered a few hours after sending them and ones that took a little over a month. I'd say the average is true to the official answer, though.
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  • darthpanda16
    darthpanda16 Posts: 9,471 Arc User
    edited October 2011
    Things are catching up for the other departments (all is ok with Tech Support today).

    Followup with your tickets, and if after a few days, reply! Or after 5 days, make a new ticket!

    Carefully select where you want your ticket to go. The choices help a lot.

    Those of you that just send an email to Customer Support instead of going through the ticketing system, it takes longer for Tech Support (can't speak for CS, but assume same is true) to sift, sort, read, and reply when the wrong category, game, etc; is chosen, or in the case of emails, none of that info is chosen and it has to be changed/added to later. This can slow down response times on your ticket.

    If you do have to send an email to Customer Support instead of a ticket, put keywords and as much information about your problem in your email, like you would in a ticket. Which game, server, character(s), type of problem, etc. b:victory
    Do you need help learning about patching the game, installing it, changing antivirus/firewall settings, changing network settings, learn how to use a computer, keeping your PC maintained and more?
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  • fizard
    fizard Posts: 0 Arc User
    edited November 2011
    i sent my ticket on 18/11/2011 i hope i don't have to wait a month for a reply
  • darthpanda16
    darthpanda16 Posts: 9,471 Arc User
    edited November 2011
    Customer Support may have to take some time researching your ticket fizard (my guess). Your type of ticket takes time researching all of things mentioned and for them to get back to you. It is a LOT more in-depth than regular Customer Support tickets.
    Do you need help learning about patching the game, installing it, changing antivirus/firewall settings, changing network settings, learn how to use a computer, keeping your PC maintained and more?
    Visit our BRAND NEW Knowledge Base & Support Website! - Tech Support Flowchart - Panda Caught on Camera
  • majskorn
    majskorn Posts: 1 Arc User
    edited November 2011
    i have problems with my accounts and i have send ticket for over 7 weeks ago still no answer, they just dont care about it and i am not the only one that got the problem

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