19 replies to this topic

[Rhialto]

• Nov 29 06:14
  
• Your request (1509xx) has been received and is being reviewed by our support staff.

I still haven't heard back from support for 2 months now, anyone else with such delay?

[Mechteric]

tried following up with the support email?

[Rhialto]

In fact I had to open another ticket last week and I added a line at the end which read:

BTW, I never heard back of ticket 1509xx which is 2 months old!

The person who replied me said nothing about it...

I wanted to know if anyone else had such old tickets for which they never got a reply.

Edited by Rhialto, 30 January 2015 - 06:50 AM.

[Sarlic]

Hm...which is highly strange.

They always replied here within a week or so.

Beside PGI has in my opinion one of the quickest customer service,

[Vandul]

Sarlic, on 30 January 2015 - 06:51 AM, said:

Hm...which is highly strange.

They always replied here within a week or so.

Beside PGI has in my opinion one of the quickest customer service,

Agreed.

Gently nudge them, not with another support ticket, but by replying to their original response to your first ticket.

[jackal404]

The only outstanding ticket's I have deal with the "How would you rate the support you've received?". When I try to rate them, it takes me to a Piranha Games log in. Those two tickets are from Early December.

[Primetimex]

I haven't followed up on the ticket - I might do but this was an old issue which I did submit an earlier support ticket for along with my dxdiag logs etc some time back - with no particular resolution.

Anyways thanks all for your responses, it's frustrating that at this stage the game is still quite unstable, now with inexplicable CTD's in addition to the freezes.

[Rhialto]

Vandul, on 30 January 2015 - 07:24 AM, said:

Agreed.

Gently nudge them, not with another support ticket, but by replying to their original response to your first ticket.

Did that the same day so this mean 3 days ago and still nothing. Had time to open a new ticket for another issue which got resolved.

[Scum of the Earth]

I just want to add, I was in the same boat you were in today. I wrote a TT back on Jan 7th and never heard back from them, even after sending a second nudge e-mail since then.

So, I sent them out another one today and got a response back. Seems as if my TT got "lost in the internets"... But, I did follow up with another question about the issue and got a response back in a few hours today. It would appear that PGI has finally caught up with their tickets today...

I want to say "Good Job" there PGI. I hope that you can stay on top of them and give us peons that instant, happy buzz fix of seeing a response back and not sweating over how long it will take to get it.

[Deathlike]

I've sent a ticket in sometime last week (probably late last week).

No response yet. At this point, my rage will slowly grow with the continued non-response.

[Burktross]

Damn-- whenever I request support they respond within 24 hours! Idk what the problem could be!

Now that I think about it-- it seems I havent recieved a reply from a november report on a TKer. Not sure if they don't tell you the results or not though, so hmm.

Edited by Burktross, 02 February 2015 - 05:44 PM.

[Rhialto]

Well... what else to do now, Feb 5th I decided to open a new ticket just to ask what was going on with my ticket because the nudge a week ago gave no result. Then the 6th someone closed my new ticket and in the old one received a 'merge' notification but that's it, nobody's explaining the situation. I decided to wait to today because there was the weekend and monday they were off.

Will try to PM someone and see...

[Rhialto]

PM worked...

[mogs01gt]

Rhialto, on 30 January 2015 - 06:40 AM, said:

• Nov 29 06:14
  
• Your request (1509xx) has been received and is being reviewed by our support staff.

I still haven't heard back from support for 2 months now, anyone else with such delay?

Nope. I submitted a ticket last month, took two days to get it resolved. Great support!

[Fooby]

Only been waiting since December 21st, but since mine is unrelated to monetary issues it will likely be a while longer.

[MeChromagnon]

My ticket is monetary in nature, so it should be listed among the priorities. As of now (fri, 27.2.2015), it has been a whole week since i asked for support regarding my purchase of 6500 MC. All i received so far is an auto-response, which came in pretty fast for what it's worth.

This is my second transaction and it is the same as the first (via VISA Electron). For the first transaction which was also 6500 MCs it took 4 days and a support ticket to "wire" it to my MWO account.

I figured it would be easier making the second purchase, but it feels like they have no system and they have to do it manually. Skrill is, ofcourse, bang on time.

It even took 4 hours (!) to get a validation e-mail when i first created my account (jan 2015).

I am just not accustomed to wait for digital commodities in an informational era, like i would normally do for a material package from Canada to EU.

If it turns out to be a VISA Electron issue, they shouldn't advertise it as a payment option. I say fewer options the better, if they function.

Sorry guys and gals, but i needed to vent somewhere about this.

[mogs01gt]

Just had my player report ticket handled in less than 12 hours.
Same with my previous MC issue.

Never had any problems with PGI's support group.

[Burktross]

mogs01gt, on 27 February 2015 - 01:02 PM, said:

Just had my player report ticket handled in less than 12 hours.
Same with my previous MC issue.

Never had any problems with PGI's support group.

Likewise.

[Alexander Garden]

Hey everyone,

A proper Support update post is overdue. In the meantime I can address some things here.

Support services are indeed still backed up quite a bit. This is a rundown on where tickets stand by category.

Billing:

• We recently had a large increase of these due to some temporary PayPal issues, and much of our time this week has been dedicated to making sure these are manually processed.

Technical:

• Currently comprises the majority of the current support backlog and the majority of our tickets in general, month-to-month. These are all either currently assigned to me or are in the New queue awaiting assignment. The range of duties that were required during the time we were without a CM led to less-than-acceptable delays for many of these tickets. I am full steam ahead on these going forward.
  
• We are currently in the process of adding another member to the Support staff. Tech support will be their primary focus and the two of us will split coverage on tech.

Accounts:

• Sergio handles the bulk of these, and he has been great getting these done in a timely manner.

Moderation/Reporting:

• GM Patience handles these. Responses may not always be immediate (and are subject to delays when we need to prioritize other tickets), but these are looked at as they arrive and action is taken as needed. Responses to these will always be sparse on details, as we do not provide details on any moderation action that is taken as a result.

Regarding the Support system in general, we will be overhauling it in the future.
This will include site-based ticket submission and tracking. That submission and tracking system will also be tied into a comprehensive Knowledge Base, covering everything from account questions to how different aspects of the game work.

[Rhialto]

Alexander Garden, on 27 February 2015 - 01:40 PM, said:

Regarding the Support system in general, we will be overhauling it in the future.

This will include site-based ticket submission and tracking.

Cool!