The new (closing) ticket method

[Duke64]

So last night, I took some friends and we completed the Secrets of the Stormhorns chain. I really like those quests and I seriously like playing in the stormhorns. At the end of the quest chain you should get a reward for completion. Mine was 500 guild reknown. That's it! Nothing else, nothing I could sell or tear down for crafting...nothing! So, I wrote a ticket complaining. Everyone else got something, maybe not a useful item, but it was still better then mine. This morning I come into the game... (7:30 AM my time) and recieved this message

" Thank you for your request for assistance. Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. The issue you are reporting cannot be resolved while you are offline. If you have a similar issue in the future, please submit a new help request from the character experiencing the issue and we will be happy to assist you."

I am not east cost...I am not going to be on this game at 5:00AM and I am not going to sit around waiting for someone to fix it! The problem is not with my character, its with the rewards issue at the end of that quest chain. That is what needs to be fixed. But they have closed it because I was not online. Since when did I need to be online for you to fix the issue. I have 18 toons in this server alone...and I play on three servers. If you have to be online now before anything gets fixed there are going to be real issues. Some one in my guild has been online for three days waiting. Unable to do anything because their toon is only doing crafting...that was after he too had this very same message.

Lets not go down this road! You need to give people a chance to get online and get things fixed!

[Dex800]

Some one in my guild has been online for three days waiting. Unable to do anything.

This past week I had to open 2 different tickets, I was helped within 1 hour. Gms are able to help 8am-8pm Est 7 days a week.
I am not VIP too.

[HAL]

This isn't new. If you create an in-game ticket, you have to be in-game for the GM to contact you to resolve the issue. I pretty much never create an in-game ticket even if I'm stuck in a quest, because it usually takes too long for a GM to respond.

I usually create a Help Ticket on the website which will stay active even if I'm not logged into the game. You will get an automated email when you create the ticket. You need to respond to that ticket and I have always had someone help me using this method.

help.standingstonegames.com

[Duke64]

This isn't new. If you create an in-game ticket, you have to be in-game for the GM to contact you to resolve the issue. I pretty much never create an in-game ticket even if I'm stuck in a quest, because it usually takes too long for a GM to respond.

I usually create a Help Ticket on the website which will stay active even if I'm not logged into the game. You will get an automated email when you create the ticket. You need to respond to that ticket and I have always had someone help me using this method.

help.standingstonegames.com

I wish this was the case for me!!! I always get the response..we cannot help you, you need to go into the game and send the ticket from there...lol

I have been waiting on another issue for about an hour...with my crafter...but hopefully they will show up and get that issue resolved...I don't care if they contact the one toon as that is a quest issue that they just need to fix. It has nothing to do with my toon.

[Cantor]

I suspect that wonderous items are not appearing in those rewards since they added mythic to everything. Limited data, if someone has seen them recently let me know. I have gotten short lists for both wheloon and stormhorns that are only renown and named items. I think they took out wonderous items from those lists either intentionally (since ML is bugged) or accidentally, but it is not giving something else instead.

[HAL]

I wish this was the case for me!!! I always get the response..we cannot help you, you need to go into the game and send the ticket from there...lol

I have been waiting on another issue for about an hour...with my crafter...but hopefully they will show up and get that issue resolved...I don't care if they contact the one toon as that is a quest issue that they just need to fix. It has nothing to do with my toon.

If I had an issue like yours, I have been able to create a ticket on the website and then arrange to meet the Customer Service person in-game. Maybe they changed their procedure.

[LightBear]

I'm with the OP on this one, closing tickets with a reason that you where not online just feels wrong from the customers side of things.
Esp if you laid down what was wrong and all it takes to fix things is a some candy from the jar.

[goldgolem]

thats been the case for at least the last 5 years. thats why most people just restart the quest

[Duke64]

thats been the case for at least the last 5 years. thats why most people just restart the quest

I am not sure that would do it...I can't restart it with that toon now anyway since I took her up to level 20 last night. But I think its an error in a change they made or something to do with how rewards are granted. That does not take a toon to fix...lol I too have noticed changes in how rewards are dispersed in Wheloon and pretty much all of Eveningstar, and its something I would like to see changed. They should have it set up based on class but those rewards are very specific too only a couple of classes...Oh and it should be said I have completed this quest with other toons, different classes and got actualy fairly nice rewards from it, but not my rogue! She got nothing...lol

When I play a rogue...I am greedy! lol