7 replies to this topic

[RecklessFable]

... and no response yet. Is there any type of escalation or even ability to check status available? Followup email has been ignored.

edit: To be clear, I got the autoresponse with a ticket number, and I followed the instructions in the email about replying above the line.

Edited by RecklessFable, 24 February 2015 - 09:38 PM.

[mailin]

Patience, padawan. They have your ticket, they will get to it.

[PhoenixFire55]

lol ... 3 days. There are tickets that are open for more than a year.

[Koniving]

The game's support team used to be on the ball with IGP as the publisher. Now that PGI is separate from them, they have maybe 2 or 3 guys total answering tickets about 6 hours a day (a guesstimation). Then there was the backlog from Christmas.

You can follow the instructions in the email to bring it back to their attention on the off chance it got lost. Though it sounds like you've done that.

Note: They don't work weekends.

[Satan n stuff]

RecklessFable, on 24 February 2015 - 09:25 PM, said:

... and no response yet. Is there any type of escalation or even ability to check status available? Followup email has been ignored.

edit: To be clear, I got the autoresponse with a ticket number, and I followed the instructions in the email about replying above the line.

I've had a ticket open for over a month once, if support is busy or your issue turns out to be rather complicated it will take a while, but eventually they will answer.

[Alaskan Nobody]

Satan n stuff, on 25 February 2015 - 07:01 AM, said:

I've had a ticket open for over a month once, if support is busy or your issue turns out to be rather complicated it will take a while, but eventually they will answer.

Seconding this.

I had tickets I had forgotten I had submitted get answered.

[TheCaptainJZ]

Depending on what your ticket was about, it may be taking longer because they have other higher priority tickets to resolve.

[Juicethief]

I opened a ticket on 2/18/2015 and received a response in about an hour. In the response I was asked for more information, which I immediately provided. My problem has not been resolved. It has been almost 2 weeks and I have not heard anything back except for an automated message that said "this is an email to remind you that your request (#XXXXX) has been pending for 5 days and awaits your feedback."

But I sent a response right away so I don't know why the automated system is acting like I didn't. So I responded to that automated message and I still have not heard back. My issue was about real money that I spent which you think would make my ticket somewhat of a priority but I guess not. I'm very disappointed that weeks can go by without so much as a brief message that says something like "we apologize for the delay blah blah"

Edited by Juicethief, 02 March 2015 - 10:57 AM.