opened a ticket 18 days ago, still "open"

[ChaosBuddha]

is in game support totally dead? i bought a tome for 2700 points turn out i already used before. trying to return it but no one even looked at my ticket yet.

[Zavina]

Same. Filed a ticket about 3 weeks ago and still nothing.

[Seph1roth5]

2+ months here, and my ticket has the dates I bought my supreme tome and umd+5 tome in the comments. I did all their work already lol. Just need someone to look at it and send me the tomes...

[J1NG]

Aye, not put in tickets till last month, so only around 3-4 weeks on the newest ticket system so far.

If we talk about previous unanswered ones from the old ticket system, those are well into 2-3+ months now. And no response to those either.

J1NG

[dredre9987]

For the record I have one three months ago that was solved in a relatively short time ( 2 weeks or so )
I still have one open from 2 months ago and one from one month ago.

[fatherpirate]

Customer Service does not generate income.
(no matter what you say)
So, have fun with that............

[ChaosBuddha]

Customer Service does not generate income.
(no matter what you say)
So, have fun with that............

well I'm just less likey to drop money in the store now i know that if anything goes wrong i get nothing..

[ChaosBuddha]

2+ months here, and my ticket has the dates I bought my supreme tome and umd+5 tome in the comments. I did all their work already lol. Just need someone to look at it and send me the tomes...

wow...if there r that much backlog then they are probably just gon give up on it all together.

[Seph1roth5]

Aye, not put in tickets till last month, so only around 3-4 weeks on the newest ticket system so far.

If we talk about previous unanswered ones from the old ticket system, those are well into 2-3+ months now. And no response to those either.

J1NG

How do you check the status of tickets in the old system?

[Dulcimerist]

I still have an open support ticket from August 20, 2021. I'm just not going to put any more money into the game until it's resolved.

That's what customers have to do in order to ensure businesses don't neglect customer service.

[J1NG]

How do you check the status of tickets in the old system?

Unfortunately, there's no direct way to do so anymore. But if it's something that can only be solved by an actual response (mail by GM for item) then you'll know when it's been responded to. Otherwise, it's just a waiting game, everywhere (new and old ticket system).

J1NG

[Szling]

I lost all 6 of my +5 stat tomes on reincarnation, none of my others though ( as far as I know). Submitted a ticket 21 days ago...

Crickets...

Its partly a "final Straw" thing, this game has far to many technical issues along almost any matter and the dev's have far too little concern for fixing things or addressing the problems created by their sloppy work.

And Partly its a bug that I can't play around, I've gotten used to having to play "bug doge-ball" in order to make use of the working parts of the game, but my usual habit of Planning around a broken enchantment/feat/item or just playing a different quest/skipping that bugged optional wont work here. Several months worth of favor grinding just got deleted out from under me. And there's nothing I can do but re-grind and hope that maybe this time it will actually work.

And I'm not willing to do that.

So unless/until this gets fixed I'm gone, I been playing actively for 3ish years and Ive averaged a bit over $100/year, perhaps that's not enough of a customer for SSG to care about, but I don't understand why they would want to throw any money away.

[Wayoff]

Wait until they try to get a hold of you while you are offline then leave a note that says

"User not online - closing ticket" - Resolved.

Had a ticket open for months for a similar issue and this is what it said when I logged in one day.

[ChaosBuddha]

Wait until they try to get a hold of you while you are offline then leave a note that says

"User not online - closing ticket" - Resolved.

Had a ticket open for months for a similar issue and this is what it said when I logged in one day.

wow thats like if i got to bank on Sunday to pay bills and bank was closed so i call the bills "Resolved"

[Seph1roth5]

Don't know if I've ever seen worse customer service. If I wrote snail-mail to a small village in Africa asking a question I honestly think I'd have heard back quicker than this.

Maybe the new CS team is having difficulty and they're submitting tickets to super CS?

[Alrik_Fassbauer]

I got a reply an a tuicket a few weeks ago, and I was told that they are currently restructuring the help system and do the oldest tickets first. Which implies to me that there must be older tickets than yours. (18 days ? That's a short while, imho. I've been waiting longer for replies.)

[Merfyn]

I got a reply an a tuicket a few weeks ago, and I was told that they are currently restructuring the help system and do the oldest tickets first. Which implies to me that there must be older tickets than yours. (18 days ? That's a short while, imho. I've been waiting longer for replies.)

I've had some that were opened years ago, and I don't believe were ever addressed. Annoying things like two returning throwing axes "stacking" and not being separable.

Others were closed as "User not online - closing ticket" - Resolved. per the above; apparently one is to stay up 24/7/365 hitting a key occasionally so as to not time out for AFK.

[Halciet]

apparently one is to stay up 24/7/365 hitting a key occasionally so as to not time out for AFK.

Considering how much the game seems to dislike logging in/out they might appreciate your constant presence.

[Dex800]

The question becomes, do they even know how to.

[blarhblarhblarh]

Lost 14 friends due to DDO lack of support over the last year.


Had a reincarnation bug and had to fix it by myself and SSG haven´t gave me back my vip days or xp/slayer pots that I used to level all EDs back again. On may and then august I begged for them to create a protocol to give a faster answer for players with reincarnation bug since they paid for something and they can´t use it. And the game is build around reincarnations. Something that would integrate email, fb or whatsapp to set an apointment with the player so he wouldn´t have to stay 8 hours a day connected begging for a gm help.
Each fix would take 10, 20 minutes of a GM.


So far we got nothing.

My tip is: turn facebook notifications on and ask there for an answer. Even if you don´t get it at least the other players will know about it.

[Seph1roth5]

I got a reply an a tuicket a few weeks ago, and I was told that they are currently restructuring the help system and do the oldest tickets first. Which implies to me that there must be older tickets than yours. (18 days ? That's a short while, imho. I've been waiting longer for replies.)

That sounds good in theory, but for something this horrifically bad, it's ass backwards. They should work from the NEWEST tickets and work backwards. People (like me) who've been waiting 2 months aren't going to get THAT much more ****ed with another week lol. All this does is make everyone wait too **** long.

Also, more info on your ticket. What was it about? How long did it take to get a response? Did they actually SOLVE your ticket or just let you know there's 5000 people ahead of you?

[Szling]

So about a month ago "support" decided to close my original ticket and mark it as closed, while asking me what king of tomes one gets as 5k favor rewards so they can "look into it"
https://cdn.discordapp.com/attachments/903639068712243250/965943915029098526/Capture1a.jpg
So I tried to explain a little bit about their own game and the lingo to them
https://cdn.discordapp.com/attachments/903639068712243250/965944058457522196/Capture.PNG
and once again I'm going on 20 days with no response, I wonder what "solution" they will respond with 4 months from now...

[Arctigis]

The only way to make this better is for all of us to excerise better self control. Next time
there is a points sale, or when Isle of Dread goes on pre-order etc. - remember the state
of support (i.e. there isn't any) and try and keep your money in your bank account.

They have a very, very sticky customer base and they know it.