Cannot Edit Ticket - Support not responding.

#1 - Nov. 3, 2013, 12:10 p.m.

Hello,

I was just contact by a member of your support team called CeoG and was told me that the only way to complete a fix to my hacked account was to update my support ticket and was given this link: https://en.support.guildwars2.com/app/answers/detail/a_id/9274

Whenever, I click on this link, it takes me to this page for some reason:
https://guildwars2.zendesk.com/home

I’ve tried to contact CeoG from Support backto let him know, but he seems to have vanished and has not responded to any of mails since.

I cannot update the ticket and support has gone, can somebody help me please?
I’ve tried IE, Chrome and Firefox, cached clearer, cookies cleared, nothing.
I’ve ruled out a browser based issue, so it must be a web problem.

Can somebody help me please?

Gaile Gray

#6 - Nov. 4, 2013, 1:56 p.m.

Tovey.1283:
I’ve sent 6 e-mails over the past 2 hours, evidently, they cannot be bothered to contact me back.

(1) Please do not send a bunch of emails to Support. Every mail you send takes time to review, and I assure you, the first and only email sent will be attended to. In the meantime, the flood of mails slows our ability to help others.

(2) What is your ticket number and when did you submit the first contact?

Gaile Gray

#9 - Nov. 8, 2013, 2:12 p.m.

Tovey.1283:
Summary -

Support: Hello, we’re here to help, please confirm you want this fix done.
Me: Yes, please do this now.
Support: OK, just update your ticket then, BYE! (Link provided to ticket)
Me: (1 hour later) Hey wait! You ticket system is broken, your link provided does not work.
Me: (3 hours later)Hello? Can you please confirm you got my last message?
Me: (4 hours later) Uh.. hello? I can’t update the ticket, so can you please reply to me?
Me: (24 hours later) Hello?

It has now been 24 hours with NO reply from your support or help, should I make a new ticket to get my old ticket done? I assume you’ve marked this as ‘Done’ or something.

1) What am I supposed to do?

2) Request #25787, Submitted 4 or 5 days ago, coming onto 6 now.

I am so sorry! If you’ve read the thread linked above, you know we’re aware of issues with emails, and this is a nuisance for you and for us!

Do you have an alternative email address? As you can see, Yahoo is the biggest offender, and I’m not sure if you’re using Yahoo, but if you could provide an alternative, that might help. In the meantime, I’m flagging this for attention with, again, you apologies for the delays!

Gaile Gray

#10 - Nov. 8, 2013, 2:14 p.m.

Carnage Visors.7420:
Believe it or not, I’m still trying to resolve my issue. Gaille, you are correct, and that is the problem. They reply with requests for more information or they reply with a link to the old support system, which now redirects to a page where you can’t log in and follow their directions. Then, when you reply back to either possibility, they treat that as a new ticket. Hence, the original problem never gets resolved.

I have restarted my process from scratch, and the results have been the same. Once, I even received a customer support survey as a response.

Oh you poor thing! Ok, what ticket numbers can I refer to the team? And if you are NOT getting our responses, do you possibly have an alternative email address you could use?

I will call attention to the “routing to the old system” note that you made. You’re right, that’s just not going to help, and I appreciate your pointing that out.

In the meantime, please post up some ticket numbers so we can help you!