20 days to respond to a ticket is bad customer service.

  • Cynical651
    Seafarer

    I have 2 tickets both created launch week. 1 hasn't seen a response in over 17 days. The other got answered 2 days ago with "Sorry for the delay is this still an issue?" They then closed the ticket today.

    Let me get this straight. You can take 14-21 days to respond, but if i don't answer in 48 hours you just call it good?

    Both issues still exist and I think getting a support staff member to read and respond to your ticket without using a copy/paste is about as rare and finding a leprechaun at the end of a damn rainbow.

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  • Gloog
    Master
    Founder

    Are they issues that affected a ton of players?

  • Captain Juggalo
    Master
    Insider

    @gloog
    What is the problem?

  • Cynical651
    Seafarer

    @Darth-Vaper2187

    In no particular order, verification e-mails are bugged for me since closed beta, no one cares, can't get my founder or insider stuff because of it.

    I still absolutely lost everything i farmed the first day and I want them to admit its gone, not "you'll eventually get your gold" which is the last response i got... again over a month ago.

  • Cynical651
    Seafarer

    The KBS for both say they have resolved them and if its still a problem open a ticket.

    Had tickets for both issues open for literal weeks. Again i work in customer service, which makes me critical of it. I'm not overstating when i say this is the worst response times I've ever seen of any developer, or product for that matter, in history.

  • Gloog
    Master
    Founder

    The timeline might have to do with this problem occurring to many players so all tickets went on hold. Authentication stuff has been ongoing. I know a huge wave happened a few patches ago and right after release.

  • Cynical651
    Seafarer

    @gloog For the sake of argument if it were my ticket queue i would issue a "We still know this is a problem" every 48 hours, so the customer doesn't get as p****d off as I am.

    There's no excuses for this. Not that should be considered valid. If its a staffing issue that's on them. If its that they don't have a solution the lack of communication is still on them.

    The latest patch is still just getting to fixing Stress test bugs. I have a feeling nothing this team ever does will be at a pace faster than glacial.

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