16 replies to this topic

[BLUPRNT]

Not so much new player but thought it would be helpful to new players if it was here.

How long does it usually take support to respond to submitted claim?

Thanks!

[Alaskan Nobody]

I have had them respond within minutes, I have had them take a few weeks to respond, I have had some things that I never got feedback on, though at least one of those, they asked for it, but I never got the notification (I am putting that down more to my end though, as there have been several similar issues with my current email )

It depends on how busy their current workload is, generally takes longer right after something new has come out though. (especially maps) and with several people having disapeared from the moderator list (at least 4 of them from the global mods) it will probably take longer still.

[IraqiWalker]

Also, it depends on when you filed the ticket. Filing during the weekends is fine, but don't expect a quick response, as they should be getting a flood of tickets during those days, since most players can only play during the weekends. Also, I'm guessing here, but they don't have 24/7 staff for support.

[Koniving]

BLUPRNT, on 06 September 2014 - 12:04 PM, said:

How long does it usually take support to respond to submitted claim?

To note: They don't work the weekend.
So Monday at the earliest if you put one in.

[SethAbercromby]

Ther's also been multiple reports by the Staff that the Support team is still trying to work off some massive flood of support tickets (may or may not be related to Clan packages) and are pretty overworked.

If you have a genuine technical support issue, I'm sorry that might be put on hold for quite some time. If you think it might be something the rest of the forums can help you with, I reccomend trying it here or in the Workarounds forums first.

[SethAbercromby]

E N E R G Y, on 06 September 2014 - 01:25 PM, said:

[REDACTED]

Because having secondary projects is a goddamn crime. In fact, while whyining about how evil PGI is for apparently extorting money from idiots, you are awfully reluctat to still offer them your money, as your Clan badge clearly proves. Be honest with yourself or crawl back into the basement you came from. Alternatively you can huddle up with Roland in General Discussion. Maybe you can sing a nice camping fire sone and make out over your mutual hatred towards PGI or something.

Edited by Mal, 06 September 2014 - 02:32 PM.
Removed moderated quoted content

[Kjudoon]

BLUPRNT, on 06 September 2014 - 12:04 PM, said:

Not so much new player but thought it would be helpful to new players if it was here.

How long does it usually take support to respond to submitted claim?

Thanks!

I've had responses in minutes, sometimes days. All depends on the difficulty of the problem and where you end up in their queue of issues.

[Redshift2k5]

Bitching about auniversetoexplore or anything else is extremely off-topic for the new player help forum.

[SethAbercromby]

E N E R G Y, on 06 September 2014 - 02:12 PM, said:

[Redacted]

EDIT: Yeah, I've seen it. Thanks, Mal.

Post Mod Edit:
Okay, so me being quite insulting to another person is deemed "okay", but me defending the development process of the game and it's sister project, regardless of the topical value, gets redacted? I know it's not something we're supposed to talk about yet/here (proably?), but I'm kinda getting mixed signals here. I've removed the entire thing now since there is no need to keep it around any more. Thanks for your efforts Mal, I hope you're not taking offense

Redshift2k5, on 06 September 2014 - 02:30 PM, said:

Bitching about auniversetoexplore or anything else is extremely off-topic for the new player help forum.

Agreed and I apologize for adding to that discussion.

Edited by SethAbercromby, 06 September 2014 - 04:21 PM.
Removed content related to earlier moderation

[Alaskan Nobody]

In happier news, even if you do not recieve notification about your tickets you can check them here

[Redshift2k5]

Shar Wolf, on 06 September 2014 - 02:43 PM, said:

In happier news, even if you do not recieve notification about your tickets you can check them here

Unfortunately it looks like that subsystem is currently not operational since the server migration.

[Alaskan Nobody]

I was wondering about that, none of mine were showing up, but I had put them down to them being "dealt with" during my last enforced hiatus.

[BLUPRNT]

I was unaware of this section. [face palm]
However mine shows no ticket.
I will assume it has to do with being unavailable as my email has the automated response I figure comes with all claims.

Sadly no one but support can help as it has to do with a purchase I have not received yet but my card has been billed.

Its been about 2 weeks now.

Thanks for the responses.

I'm glad missed the above rant.

[Alaskan Nobody]

Two weeks is a fair wait.
By which I mean a long wait, here is hoping it gets dealt with before much longer then!

[Redshift2k5]

Some payment types can take a lot longer to process than others. Debit, western union, etc can take weeks longer than credit card/paypal.

Feel bad for you bro, but nothing to do but wait.

[Satan n stuff]

BLUPRNT, on 06 September 2014 - 12:04 PM, said:

Not so much new player but thought it would be helpful to new players if it was here.

How long does it usually take support to respond to submitted claim?

Thanks!

Assuming you contacted them this weekend, meaning Friday after office hours at the earliest, you'll likely get a response on Monday. As far as I know support doesn't work weekends, at least I've never had them reply before Monday to anything I sent them on a weekend.

Edit: Never mind, missed Koniving's post and that bit about it taking two weeks.

Edited by Satan n stuff, 07 September 2014 - 02:31 AM.

[Bront]

Depends.

On week days? Anywhere from within an hour to overnight, depending on what time you email them.
On the weekend? Monday at the earliest. On a holiday? Possibly a bit longer.

I've also noticed it depends on the severity. I got a low response from reporting some player abuse earlier this week (Found 2 players riding each other constantly though multiple matches), where as I got faster responses from actual technical issues.