Customer service.

[Mennion]

Is it usual to wait over 10 days for a response to an email? I contacted Customer service about purchasing problems both in the store and in the marketplace? I personally do not think that this is reasonable where money is concerned.

(I cannot call as I am in the UK)

I read somewhere that Turbine claim to have excellent customer service?

Am I just unlucky?

[BOgre]

You read wrong.

Turbine has inconstant customer service. Sometimes it's great (mostly my experience), other times it's awful (the experience of many others here).

Looks like you rolled a 1. :(

Best thing to do is make a better business bureau complaint, if you still need help that is.

[Vordax]

Is it usual to wait over 10 days for a response to an email? I contacted Customer service about purchasing problems both in the store and in the marketplace? I personally do not think that this is reasonable where money is concerned.

(I cannot call as I am in the UK)

I read somewhere that Turbine claim to have excellent customer service?

Am I just unlucky?

Did you get an auto-response to your email? I had one once and it gave a list of common solutions to problems and then asked me to reply if I was still having issues, otherwise it they assumed that the problem had been solved.

Or is it an issue that may require a lot of research to solve?

[Mennion]

Thanks for responses.

Yes I got an automated email stating a reply could take between 5-7 business days for a response. So i guess someone is going to get back to me? I have since sent another email, but do not expect anything till after Easter!

Would just like the goods I have payed for, or a refund in a timely fashion. Not too much to ask.

[Phaeton_Seraph]

Thanks for responses.

Yes I got an automated email stating a reply could take between 5-7 business days for a response. So i guess someone is going to get back to me? I have since sent another email, but do not expect anything till after Easter!

Would just like the goods I have payed for, or a refund in a timely fashion. Not too much to ask.

Did you reply to the original auto-response?

If you don't, the system assumes that their auto-suggestions worked, or you weren't serious enough, or the problem went away, and they hope you will, so the ticket is automatically closed if there is not response within a certain number of days.

[Mennion]

There were no real auto suggestions but I have responded anyway. Will wait and see!

[FZTopaz]

5-7 business days....i guess it depends on when you sent the ticket in? Like, let's say you sent it out LAST Friday, the 22nd....you are at a total of 4 business days (this past Friday was not considered a business day by many...)

So, at most, 5 business days, most likely 4. You still have 2-3 days to go.

[Nickademus42]

Did you reply to the original auto-response?

If you don't, the system assumes that their auto-suggestions worked, or you weren't serious enough, or the problem went away, and they hope you will, so the ticket is automatically closed if there is not response within a certain number of days.

The auto-response:

Thank you for contacting Turbine. This automated Email has been sent to let you know that we have received your help request. You will receive a response from a Turbine Account Management Representative shortly.

Currently, responses typically take 5 to 7 business days to process. While you are awaiting your response please feel free to search for an answer to your question(s) within our Knowledge Base:
http://support.turbine.com

To update your ticket please reply to this Email. In your reply please do not update the default subject line.

Thank you for contacting Turbine Account Management.


Turbine, powered by our fans.
If you reply, please do not change the default subject line. This will ensure that your update is added to your existing ticket. You may always search our FAQ or request additional support at support.turbine.com

No suggestions are offered other than going to the default website for support (which I assume was already done to place the ticket). I also see no indication that an assumption has been made, only a handful of 'if you reply...' They even say that I'll get a response from someone soon. If a closed ticket is there idea of a response to a customer service ticket....

[THAC0]

Good luck....

I've had pretty good luck with both of the following...

Source = http://support.turbine.com/link/portal/24001/24001/Article/239/How-do-I-contact-Turbine-Customer-Support

View the Source above...they update the content every once in a while....so a link is better so you all get current information.

Or... now that Warner Bros own them... call:

DDO toll free support phone#:
855-WBGAMES (855-924-2637)

Account Support Hours:
10am – 7pm
7 days a week

[Mennion]

Thanks for the link.

First thing I see is this!!

"For 5 Steps to an Amazing Customer Support Experience"

Unbelievable!

First ticket sent on 20th march. Which would make Good Friday the 7th day.

I'm guessing that WB contact is a U.S. number? but will see if there is a WB contact in the U.K.

Thanks for the tip.

Happy Easter

[Mennion]

Finally got a response from customer services and a refund, sent another email suggesting they speed the process up and got a quick response apologising for the delay.

Alls well that ends well.