Support Request from Sunday 13:54 GMT still not responded to

[Tist]

I submitted a support request which leaves my toon standing in the lifeshaper room midway though a +20LR. That was Sunday 13:54GMT. How long am I expected to be online and still actually waiting for a response? 48 hours no response, or if we discount Sunday for some reason, it's still been 24 hours with no response or indication anyone is looking at or will look at this.

The lack of response makes this feel like support hopes this will just go away if they delay long enough.

[grudgebear]

Sorry that you're having an unpleasant experience with game character and in game customer support.

I had times when they contacted me in 15 minutes, other times it was two hours and other times it was closed because I was offline, because it took too long.

It is true that if you want some issue resolved with your character you have to be logged in otherwise GM's can't access offline characters.

As for in game support, it is bad just like in other Daybreak games.

[FranOhmsford]

I put in a support request on Saturday because of getting mailed one single x-bow bolt that had supposedly got lost during TR only for it to be completely unusable and untrashable so therefore taking up an inventory slot.

There was a message on the Help Page saying that support waiting time was 24 hrs - They got back to me a couple hours ago TODAY!

Oh and because the exclamation mark wasn't clickable I had to open up the Help Page via the main menu to see that the waiting time for new tickets is now supposedly 12 hrs.

What's going on with support Devs?

[Ausdoerrt]

Sunday? 24 hours?

I have a question that remains unanswered since November 26.

Another guy on the forum claims he's been left in the dark on the same issue for over a month.

Best of luck, though.

---

P.S. To be fair, if it's something simple or widespread, you'll get a lightning fast response. If it's something out-of-the-box or complex, you're pretty much guaranteed to never get it solved.

[FranOhmsford]

Sunday? 24 hours?

Well he says he posted the ticket on Sunday at 13:54 GMT - He posted this thread on Tuesday at 13:54 GMT which is 48 hrs.

[Ausdoerrt]

Well he says he posted the ticket on Sunday at 13:54 GMT - He posted this thread on Tuesday at 13:54 GMT which is 48 hrs.

You might've missed the rest of the post. Be it 24 or 48 hours, that's not a long time for DDO's support.

Judging by the forums, TR-related issues usually take weeks if not months to resolve.

[FranOhmsford]

You might've missed the rest of the post. Be it 24 or 48 hours, that's not a long time for DDO's support.

Judging by the forums, TR-related issues usually take weeks if not months to resolve.

There's nothing "usual" about issues that come to the forums :)

You know as well as I do that the forum population is much smaller than the in-game population.

And in the decade I've been playing this game there have been times when I haven't been able to stay online long enough for a GM to get to me and of course it's usually quicker just to restart a quest that bugs out than wait for a ticket to get noticed BUT I've never seen a 24 hr waiting time on the Help Page before!!!

That's 24 hrs for ANY Ticket, no matter how big or small!

That's LUDICROUS!

Have they downsized their CS crew by 90%!?!

If you want to know more about my specific TR issue - When I got the message saying it had been closed I checked my inventory to find that the offending Crossbow bolt had indeed disappeared THEN I went to the Help Page via the Main Menu because for some reason clicking the exclamation mark didn't work to find that I'd been sent multiple messages
1st message - This isn't something we can help with {which was a lie because they did fix it}
2nd message - You need to be online, you've now been added to a watchlist so we can get back to you when you're online {a different GM must have seen the ticket}
3rd message - CLOSED - I assume they'd noticed me online, did the fix and just sent the exclamation mark to notify me that it was done - They never contacted me in-game.

Again my ticket was put in on Saturday and they got to it on Tuesday afternoon but I understand that I was only online for like 4 hrs each day so if I'd been online when they sent the second message it would have got fixed faster.

I did try to be online at the same time each day.

[Tist]

It's now 15:40GMT on Wednesday, still no response, character has been bumped offline due to the servers being down, and the ticket is still open with no response or anything to indicate anyone other than myself has even looked at it.

[Justicesfury]

I submitted a support request which leaves my toon standing in the lifeshaper room midway though a +20LR. That was Sunday 13:54GMT. How long am I expected to be online and still actually waiting for a response? 48 hours no response, or if we discount Sunday for some reason, it's still been 24 hours with no response or indication anyone is looking at or will look at this.

The lack of response makes this feel like support hopes this will just go away if they delay long enough.

Here is another example on why EG7 needs to clean house and fire everyone at SSG. There is just too much nonsense that has gone on for too long. No one is surprised that your ticket wasn't answered.

I am sure a large company like EQ7 has a human resource department capable of bringing in a much better team than what we have now at SSG.

[myliftkk_v2]

Here's a thought, how about they take some of that ~$4M EBITDA and pay for some actual IT support services.

Better yet, given the repetitive poor service complaints, which are numerous, their service relationship should be transparent to ensure SSG is not exploiting foreign IT workers in the many, many, many, exploitative IT service center setups around the world. If I have to prove my supply chains aren't exploiting workers to service major companies within the US, I'm certainly entitled to know the same about their IT service chain because the quality experienced is more than suspicious.

When a company pays for bottom of the barrel service, which is what 12-24hr wait times indicate, my strong suspicion is we the customers are paying bottom of the barrel operators.

[In_Like_Flynn]

I submitted a support request which leaves my toon standing in the lifeshaper room midway though a +20LR.I’m curious. What’s the issue you’re requesting help with?

[Tist]

I’m curious. What’s the issue you’re requesting help with?
I have an iconic toon I levelled to 30. I realised I had picked the wrong class (one I already had 3 past lives of). I wanted to use a +20 heart I had on the toon, to replace the 10 unwanted levels with 10 wanted levels in order to get a useful past life from this.
I don't care if all the other levels are changed to $newclass also, whatever happens, I want to then ITR and claim the iconic and $newclass past lives.

When I began the rebuild, I first tried to change the 1 class level, and the whole process went wrong, broke, showed me parts of the class build UI I should not be seeing (for new toons not rebuilds), and eventually broke saying toon already existed.
I restarted the process and left the 1 class level the default, but now it won't let me alter any of the other levels (4 classes problem).
I'm at level 10, with 1 $classA and 9 $classB levels applied, and +20 changes, and cannot alter the 10 $classC levels I want to change.

At this point I would be happy with the +20 heart back, and I can finish the rebuild and maybe try again and get it to replace the 1st class level properly.
It feels like if I finish the relevel process, they will just ignore any request to refund the unused +20 heart saying no proof it was even existing, or they couldn't look at it because I didn't leave it there at the problem point, etc