Trying to get help from a DM in game is a joke!!!

[Tomalon]

Can anyone tell me why is takes up to an hour (or more) to get a DM to answer a ticket. We spend an hour doing a quest then something breaks and we have to wait an hour for a DM to come fix it so we can finish the last 5 minutes of the quest.

[ArkoHighStar]

Can anyone tell me why is takes up to an hour (or more) to get a DM to answer a ticket. We spend an hour doing a quest then something breaks and we have to wait an hour for a DM to come fix it so we can finish the last 5 minutes of the quest.

it depends on how much traffic they are getting. I have waited an hour sometimes, other times it took 5 minutes

[Ghoste]

Sounds like you had a comparatively good experience. It usually takes longer, and the GM is also usually not able to help you.

[darthmaul121783]

same here can take a hour or 5 to 10 min

[captain1z]

average on my end is 30 mins.............. unless its a harrassment ticket..............then its like 5.


It has its ups and downs but by far its better now than b4.

As a rule, if its faster to re-run the quest (say 40 mins or so) your better off re-starting.

Grab what chests you can and do it over.


The only 2 quests I wont do over are coal chamber and crucible....... oh and the pit.

[Kromize]

Because GM's get no real authority to help people out, so when they run into a real problem in the game, they have to ask the higher ups or something, and it delays them.


GM's don't get very much authority at all...it's pretty pathetic. Someone mis-assing a peice of raid loot to someone that has exited quest alrdy...not even a senior GM is able to help you there(***? ya rly, it's true). Or, say, finish a quest, but get a bug so the quest won't finish...apparently there isn't a "finish quest" button the GM's get...at all...not even a sequence or something to finish it...

Point being...GM's can't really help if there is actually something wrong in game, or at least take a long time to fix it...which causes delay, which is why you may have to wait over an hour for one...

:D :mad: :confused:

[JOTMON]

Not a lot of real help unless it is something simple like being stuck.

I had a crafting failure in the shroud on part 3 the ALter of Devistation.

The first GM was pretty much said I cant help you have a nice day( they cant create or change inventory).
I responded that was not good enough ( 15 shroud runs to have the ingredients to craft dual Imbued shard at the 3rd tier to have the message say my item crafted sucessfully, but not have it show up in my inventory).

He told me he would escalate my ticket to a Senior GM but it is a first come first serve basis.

Waited over 3 hours for a senior GM before I gave up and went to bed.

Convineiently the next day the ticket was closed because I did not stay online there was nothing they could do for me.

All I could think was wow ty, great customer service.

[Memnir]

On the weekend, it's usually due to heavy traffic of tickets to handle.

Also, did a VIP report the problem? I seem to recall VIPs get some sort of priority on support issues. Could be wrong about that, but it may be strategic to have a VIP submit the ticket if it's so.

My personal experience with in game support has always been pretty good - but I'm sorry you had a rough go of it.

[7-day_Trial_Monkey]

Not a lot of real help unless it is something simple like being stuck.

I had a crafting failure in the shroud on part 3 the ALter of Devistation.

The first GM was pretty much said I cant help you have a nice day( they cant create or change inventory).
I responded that was not good enough ( 15 shroud runs to have the ingredients to craft dual Imbued shard at the 3rd tier to have the message say my item crafted sucessfully, but not have it show up in my inventory).

He told me he would escalate my ticket to a Senior GM but it is a first come first serve basis.

Waited over 3 hours for a senior GM before I gave up and went to bed.

Convineiently the next day the ticket was closed because I did not stay online there was nothing they could do for me.

All I could think was wow ty, great customer service.

Looks to me like you got your answer and the GM did exactly what he is supposed to do. It would be absurd to think that GMs will just put things in your inventory because you say the game lost it on you.

This here is why GM waits are so long. Waaaaaay too many people calling them for things they darn well should know that a GM will not help you with. Nor should they with stupid requests like this.

There's no way for them to know if you are lying or not -- hence the answer should be no. And you should show some respect for people with real problems and stop clogging the GM queue.

[Letrii]

Looks to me like you got your answer and the GM did exactly what he is supposed to do. It would be absurd to think that GMs will just put things in your inventory because you say the game lost it on you.

This here is why GM waits are so long. Waaaaaay too many people calling them for things they darn well should know that a GM will not help you with. Nor should they with stupid requests like this.

There's no way for them to know if you are lying or not -- hence the answer should be no. And you should show some respect for people with real problems and stop clogging the GM queue.

Every other game I have had those kind of issues with, the GM looked through logs and saw I lost the item due to some bug, he then gave me the item again. Sounds like lackluster CS here if that is the case here.

[Lorien_the_First_One]

Every other game I have had those kind of issues with, the GM looked through logs and saw I lost the item due to some bug, he then gave me the item again. Sounds like lackluster CS here if that is the case here.

I've never heard of any bug in shoud crating... what exactly happend?

[Khafar]

According to interviews, they tripled the server capacity on all existing servers, plus added Cannith. They're claiming "hundreds of thousands" of players are logging in to play DDO now (not that all of those are sticking around, but still... it's a big number for this game). They claim subscribership is up 40%, and they have tons of "premium" accounts now too, who get customer service for 45 days from the time they first attained that status.

Does anyone think that they doubled their customer service staffing? If not... they're probably extremely busy. That should improve after a few months (after a lot of the people with premium accounts drop off their 45-day support window). But I'd bet it won't get to "good" anytime soon - more players very likely means more tickets from VIPs too. Just because the F2P and premium accounts don't have support, that doesn't mean they're not behaving in ways that might require some...

Most of what Turbine's customer service staff do probably falls in the category of "enforcing the Code of Conduct". That's certainly true in LOTRO (and they say so quite explicitly). I'm going to be surprised if it isn't true here too.

Khafar

[Letrii]

I've never heard of any bug in shoud crating... what exactly happend?

I haven't had issues, just comparing what they saying to my CS experience in other games.

[JOTMON]

Looks to me like you got your answer and the GM did exactly what he is supposed to do. It would be absurd to think that GMs will just put things in your inventory because you say the game lost it on you.

This here is why GM waits are so long. Waaaaaay too many people calling them for things they darn well should know that a GM will not help you with. Nor should they with stupid requests like this.

There's no way for them to know if you are lying or not -- hence the answer should be no. And you should show some respect for people with real problems and stop clogging the GM queue.

Well that was a arrogant and disrespectful relply....

I am a VIP player (have been for a year) but not a hard core gamer, so running 15 shrouds to get these ingredients is a gruelling task for me and took over a month to get so I don't consider this a trivial issue. I was the only one left in the shroud and the GM could see that I had the shards in my inventory before crafting and I didn't after crafting. Seems pretty straight forward to me

Anyway...


I've never heard of any bug in shoud crating... what exactly happend?

I was at the Alter of Devistation (3rd alter) to create my cloak 45hp +5Protect/Heavy Fort. I had my 2 shards (Earth Material Escalation and Positive Material Escalation) and the High energy cell. I put them into the alter and crafted. Got the Item crafted successfully text, but when I went to my inventory to put the dual imbued shard (should have been a Earth Positive Material Escalation) I did not have that shard in my inventory, I had lots of inventory space so space was not an issue. The shard was nowhere to be found. I put in a trouble ticket and the first GM responded after about 40 minutes. The GM could see that I had the shards in my inventory before crafting and I didn't after crafting, I even eventually got him to come into the instance so I could logout and log back in to see if that would reset my item without kicking me out of the shroud. I put in a bug report but who knows how long that will be. He told me he would escalate it to a Senior GM because he could not help me, so i waited 3 hours in the shroud while my guildies ran several other quests without me :( .. Finally I called it a night, next morning I saw the senior GM had closed my ticket 6 1/2 hours later. So all I can do now is wait for a response to my bug report, I haven't even got a response to the bug report from the failure to teleport to Meridia from the Dragonmarks and that was 2 months ago.
I have started farming shroud again I'm gonna have to work on getting more toons levelled so I can cycle toons through the 3 day timer.

[JOTMON]

I am sure the GM or senior GM is capable of fixing inventory even if they don't want to advertise it.
.....
We were running a Titan when the server crashed, after the reset we regrouped to go back in.
One of our guildies couldn't get back in because he no longer had his sigil in his inventory.
We started in without him while he waited for a GM, the first GM told him he couldn't do anything ,but he kept at it and got escalated to a senior GM, the sGM saw that he had been in the Titan quest ,had prior Titan completions and that he had a sigil in his inventory before the crash and did manage to get his sigil back for him in time to join us to complete the Titan.

I can see GM's not wanting to deal with trivial stuff and focus on real game issues or harassment/misconduct stuff.
But as I see it the GM is responsible for maintaining fair gameplay and identifying/resolving game mechanic problems. To me that includes missing inventory due to a failure of the game, but not related to issues of loaning it to someone and they didn't give it back or sold it to a vendor last week and now its gone. More so with bound items, since bound items can't be traded to other players it pretty much limits where that item can go. So in my mind i see a proper crafting not producing something it should have as being something that should be addressed as opposed to crafting the wrong ingredient and getting something you didn't expect and wanting the GM to or fix it for you..

[Tarrant]

I'm sorry to hear you were unhappy with your in-game support experience. Please feel free to send an email to turbinesupportexperience@turbine.com if you have any complaints or feedback.