? offline

[AnubisPrime]

So I put in a support ticket ingame. I've reincarnated several times and well...read as follows:

ID#: 5175034
I've done several reincarnations. I've looked through all storage on this character and my heroic animated scarecrow from the ravenloft ultimate bundle, as well as my alabaster lioness figurine are missing. My level 30 scarecrow is present and my black onyx figurine are here. They are BTC. Can they be replaced please...especially the heroic animated scarecrow. That ultimate bundle was a bit of money! Thank you.

*** I put this in at ~6pm 4/13/19 and kept ingame for hours with no response. (which is fine, it's the weekend).
I checked this am and there was still no response (4/14/19).

I log into the game now and this is the response I received 4/14/19 at 3:05pm

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.


______________________________

This could be my fault. Maybe I should put this in as a service request outside of game. (I think I will shortly). But I am not sure if how any similar requests would be handled as there was no possible way to a) stay online for 20 hours or b) do that not knowing when someone would be on to help. There's no expectation of time till response.

[TitusOvid]

Hey,
try this:
Write another ticket and state the ID from the original ticket. Ask them nicely to meet with you on a time you are normally on. It would be good, if you chose a time in US timezone. It worked in the past for me.

Good luck.

[RevCo]

Cheer up, someone might eventually help! Probability: /roll D72681369421 chance to win!

[Iriale]

Customer service in game is nonexistent these days. I've been ten hours connected with an active ticked, and return the next day and, being connected the next day, see how they close the ticket in my nose despite being connected again. It is not that they close it while I am offline. It is that they close the ticket that I sent the previous day while I am connected. This has happened to me THREE times, and I'm vip (for stupid, because obviously it does not compensate anymore)

I think it's quite safe to say that there is no customer service in game anymore, only something that they say is just that, but that is limited to closing tickets. Try to send a private message to CS_Alkaid through these forums. At least before he was competent arranging things, I do not know if he is still active yet. The in game service will not help you at all

[Question2005]

I would not be surprised if certain GMss simply wait till all someone is offline before closing the ticket saying the player was offline and they couldn't help. Would certaintly explain all those reports of tickets being instantly closed when the player relogs or switches to an alt.

[Iriale]

I would not be surprised if certain GMss simply wait till all someone is offline before closing the ticket saying the player was offline and they couldn't help. Would certaintly explain all those reports of tickets being instantly closed when the player relogs or switches to an alt.

They do not even wait until you're offline. As I explained before, I have the experience of being online three times with an open ticket, and see how they close it without any explanation

As it was in a few days of vacation, the first time I could spend 10 hours online waiting for an answer that never came. I went to sleep thinking that the next day I would find the ticked closed. It was not, but I decided to change to other character, not without forget write the name of the alt who I changed to in the ticket. And about half an hour to play the other character, I see that they close the ticket saying that I'm not online.

I got angry; it's obvious that they did not make an effort to contact me. I send other ticket with the same request with the new character. Silence. I never received an answer. Other 10 hours online without response.

On the following day the ticket was still open. I said to myself, well, this time I do not move from this character, I will not give them an excuse to not answer. But at the same time as the day before, they closed my ticket without saying anything. Shameful.

I send again the ticket, and the next day I tried again. Without changing character, of course. And again they closed the ticket without any explanation. This happened in March, by the way.

From my experience, there is no in game support now, they simply troll people by closing the tickets.