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Uberkull

Support Ticket - Responsiveness?

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Is there an expected response time to Support Tickets? I would like to see something other than ‘Processing’ as this was what the status was when the ticket was submitted. 

This is a MMO right? Guess I’m use to WoW responsiveness.

Need more responses on the official forums and not just on social media.2A0D602B-623E-43E5-A48A-0195816C25C7.thumb.jpeg.a3693f88c91f0e57aad687ef8c03f7d7.jpeg

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Posted (edited)

It took two days for them to respond without actually looking into the issue, and closed the ticket.

For my case, DIM weapon, no upgrade quests, I copied the response in the original ticket and submitted a new one asking them for details.

And now I wait again...

Edited by Uberkull

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I put in 2 tickets last week but still waiting on a response as well as trying to get help in the official discord but feel like they are ignoring me in the discord as i can never get help from staff in their.

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Yeah not sure what's going on. I spent three days just trying to get one to submit. It finally went through yesterday, but is now just sitting at processing. Staff has been unusually quiet here the past few days. Hope I can get this straightened out before the 17th. 

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12 hours ago, AtomicNinja said:

I put in 2 tickets last week but still waiting on a response as well as trying to get help in the official discord but feel like they are ignoring me in the discord as i can never get help from staff in their.

I finally got fed up with the lack of support. Sent a mail and had my original website account unregistered. Unlinked my game account and made a new website account and linked my game to that one. I think it worked, but who knows. We'll see if my skyhawk pet shows up after the 17th. Discord was no help either. I guess if you are not a colored name they just ignore you

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Yeah I had to keep sending multiple tickets for them to answer they sometimes can take up to two weeks to answer I’m guessing because of the valume of tickets they’re getting. I spent $40 on a game I can’t use because of a log in issue so my pearl packs are going to waste because I can’t log on and they won’t fix it lol

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They have been less then helpful. 

The last one I sent an alternative solution when they couldn't fix problem A. They told me to refer to the previous.unrelated answer.

Not big on restoring things bugs are from what I can tell.

Dont have issues with nodes, apparently they are unwilling or unable to change them. Wouldn't even verify the level, I think it's something that isn't viewable for them.

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yeah half the time they don’t know how to fix it I told them I was getting an error and instead of telling me I was banned because I asked for a refund on a pearl pack they just told me to check my internet connection even though in the ticket I stated I checked my internet connection already. 

they don’t know what they’re talking about half the time. I’m assuming they’re just getting over loaded with questions and tickets they’re just trying to whip through as many as they can without actually looking into the issues. 

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10 hours ago, Knotty said:

yeah half the time they don’t know how to fix it I told them I was getting an error and instead of telling me I was banned because I asked for a refund on a pearl pack they just told me to check my internet connection even though in the ticket I stated I checked my internet connection already. 

they don’t know what they’re talking about half the time. I’m assuming they’re just getting over loaded with questions and tickets they’re just trying to whip through as many as they can without actually looking into the issues. 

I kind of get this feeling as well. It's like they only read the title of the ticket, but not the whole explanation of the ticket on what you are experiencing. I've sent so many tickets in on this account linking issue I'm just tired. Not getting anywhere with support because they don't actually look into or fix the problem. They haven't even escalated the ticket yet to see why my console won't link back to my account again. Even though I have tried everything on my end multiple times, they write back and tell me to do it again. When I tell them to check something on my account because I believe I know what's causing the issue, it's like they don't comprehend what I am telling them to do. My last ticket has just been stuck in processing for a few days now. They probably don't even want to reply to it. 

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9 hours ago, Atreuss said:

I kind of get this feeling as well. It's like they only read the title of the ticket, but not the whole explanation of the ticket on what you are experiencing. I've sent so many tickets in on this account linking issue I'm just tired. Not getting anywhere with support because they don't actually look into or fix the problem. They haven't even escalated the ticket yet to see why my console won't link back to my account again. Even though I have tried everything on my end multiple times, they write back and tell me to do it again. When I tell them to check something on my account because I believe I know what's causing the issue, it's like they don't comprehend what I am telling them to do. My last ticket has just been stuck in processing for a few days now. They probably don't even want to reply to it. 

Yeah at one point they just got tired of me complaining and ignore my ticket for two weeks until I sent in 3 more demanding they paid attention. 

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Posted (edited)

is anyone else getting an Invalid Access to This Page. Please try it again later. confirm box when trying to submit a ticket?

been trying to submit info requested by @CM Valencia since yesterday.

it's day 15 since we've been unable to get ingame because we continue to get the Failed to download additional data. Please try again.

or the Downloading additional data. 99% (where it just stays.)

or the verifying patch this could take several minutes to complete. (where it just stays)

they finally started trying to help us on the 13th. now i can't submit a ticket to respond to the info requested by @CM Valencia

so yesterday i tried to use the contact us at the bottom of the forums & it said i am forbidden. blacklisted. not this nonsense again. i thought this was finally resolved a week or so ago.

@CM Valencia i never received the email that you said yesterday was sent. i am unable to submit a ticket to reply to your requested info. i tried sending it to community@xbox... but have received no response. this is so frustrating. you guys finally start to help & now this! come on this is so absurd. please get whatever is forbidding me from submitting tickets sorted asap. is it not enough that we've been locked out of the game for 15 days?

 

Edited by VibraniumSH1ELD
grammer/punctuation

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