Support response times

#1 - Sept. 25, 2012, 8:32 a.m.

Is it just me or has anyone else experienced extremely long response times when using the ticket system?

I have (because of a bug) been suspended from my account for 2 days now. First response I got from support was 24 hours after I created the ticket. And that was just a request for further information about my account. I gave the requested info af few minutes after the request was posted and has now waited 20 hours for the next response…

Even though there’s no monthly fee I think the lack of support is very disappointing.

GaileGray

#5 - Sept. 25, 2012, 11:23 a.m.

Our average response time is much better than five days. Most tickets are resolved in under 24 hours. Some take longer. For instance, account compromise incidents require research, investigation, verification, and more. So they can take a while, and if the account is abused by the hacker and therefore is closed, that can mean a player it unable to play for a few days.

Another case of a longer turn-around involves someone asking us about a feature that is not implemented, or an issue that is still on the “to be addressed” list, like updates to the Name and Word Filter.

Please note the “Tickets for Review” thread is intended as a means to follow up on tickets that are at least 5 days old, not because 5 days is the norm, but because 5 days it quite outside the norm, but allows for the handling of irregular situations. At 5 days, we’d like to review, hence the thread.