Support tickets
By
DumpleBerry,
Posted on: 2010-05-10 08:02 in ALL ACCESS Gameplay Technical Issues Bugs
Did the standard email ask for a response of any kind? If so, they close the ticket after 72 hours if you don't respond.
Don't submit another ticket, just update your current one.
PM Arbiter Kim I guess to escalate but depending on the issue it could take a couple of days.
No it didnt ask for a response in the email. This is what I got :
I am escalating your petition to a Senior Customer Support Representative to further assist you. Please be aware, however, that there may be a delay in reviewing the issue, based on ticket volume at the time your ticket was submitted.
I went to support and updated the ticket with more information and still no response. So Im not sure what Im suppose to do.
Quote:
Don't let it get older than 72 hours, even if you have to say, "Hey, I'm writing in this box so my ticket doesn't get closed."|
Originally Posted by Willow21
No it didnt ask for a response in the email. This is what I got :
I am escalating your petition to a Senior Customer Support Representative to further assist you. Please be aware, however, that there may be a delay in reviewing the issue, based on ticket volume at the time your ticket was submitted. I went to support and updated the ticket with more information and still no response. So Im not sure what Im suppose to do. |
The cardinal rules as players are: 1. DON'T SUBMIT EXTRA PETITIONS, and 2. Keep the Ticket Open if You Want a Response
There are no words for what this community, and the friends I have made here mean to me. Please know that I care for all of you, yes, even you. If you Twitter, I'm MrThan. If you're Unleashed, I'm dumps. I'll try and get registered on the Titan Forums as well. Peace, and thanks for the best nine years anyone could ever ask for.
Quote:
Senior Customer Support Representatives aren't generally working on the weekends, so they have quite a bit of a backlog of tickets to catch up on when they come in on Monday.|
Originally Posted by Willow21
No it didnt ask for a response in the email. This is what I got :
I am escalating your petition to a Senior Customer Support Representative to further assist you. Please be aware, however, that there may be a delay in reviewing the issue, based on ticket volume at the time your ticket was submitted. I went to support and updated the ticket with more information and still no response. So Im not sure what Im suppose to do. |
As the response you got indicated, it may take some time for them to review it due to the number of tickets ahead of you.
Also, as DumpleBerry stated, don't let it go the 72 hours. Keep updating the ticket so it doesn't auto-close. If it does close, immediately update it to re-open it if you've not gotten any response.
Then again, since you didn't say what the issue is, it's hard to know what type of response you may get or what the time factor might be. If it's a billing or store issue, those are rather difficult to resolve by email at times.
If the game spit out 20 dollar bills people would complain that they weren't sequentially numbered. If they were sequentially numbered people would complain that they weren't random enough.
Black Pebble is my new hero.
Can anyone tell me the amount of time you should give them to help you with your issue before sending in another ticket? I got the standard email and nothing since. It was sent in over the weekend so does that affect their response?