8 days and nothing but an automated reply - how to proceed?

[WizardMerrick]

I put in Ticket #24001-183877 on the 8th. The automated system told me that typically replies take 3 to 5 business days.

I cannot seem to find a way to look up existing tickets on the support website and the e-mail contains no instructions for follow-up. I have checked junk/spam folders and the trash bin, along with not having deleted anything so I'm certain I haven't missed an e-mail.

What's the proper procedure for me to follow here?
I would like to know how to proceed so that I can get a resolution of some sort.

Thanks!

[Hokiewa]

What exactly was your issue?

[Krelar]

I put in Ticket #24001-183877 on the 8th. The automated system told me that typically replies take 3 to 5 business days.

Friday was a Holiday (ie non business day in the US) So today would be the 5th business day. If you get no response by end of the day today you could try calling turbine support <copied from another post> "English Account/Store Support is available Monday to Friday from 12:00 noon to 8:45 pm Eastern. (781) 407-4020"

[JOTMON]

Friday was a Holiday (ie non business day in the US) So today would be the 5th business day. If you get no response by end of the day today you could try calling turbine support <copied from another post> "English Account/Store Support is available Monday to Friday from 12:00 noon to 8:45 pm Eastern. (781) 407-4020"

<- this

The only way i ever got more than the initial canned email was to call Turbine during the weekday sit on hold for an hour to talk to a call center cue card lackey before getting transferred to a supervisor that almost knew what they were talking about before then getting transferred to a real customer service rep who finally resolved the issue.

There is no online customer followup system, no on-line tracking, no area to add additional information, comments, the reference# should be a key to access information on a submitted ticket see what comments fixes, progress, roadblocks or whatever.. but it isnt.

(/rant)
I don't know why they even have a email system when the only real response or resolution comes from calling them during the week when I have to work.
(/rant off - sorry..only a little frustrated with Turbine and their lack of real customer support)

[Thebeest]

i know your pain. currently on day 15 of no response and no resolution. good luck!

[Vordax]

There is no online customer followup system, no on-line tracking, no area to add additional information, comments, the reference# should be a key to access information on a submitted ticket see what comments fixes, progress, roadblocks or whatever.. but it isnt.

If they did ever add online tracking I am sure we would here about else where in the forums.... "Why are you adding stuff to the website when there is still lag, bugs and the PRE's that still aren't finished"

Vordax

[chance2000]

Are you free to Play? a Premium account or Vip? I do think if free its no help
Premium it depends on how long ago you bought points.
Representatives via telephone from Noon - 8:45 p.m. ET Monday - Friday by dialing: 781-407-4020.
The few issues I have had I have always gotten a response. At times it was for more information. If its account help I have never had to wait long on the phone I start calling right at 11:59am eastern and get thru in a few min. Because of my iffy Ip address I have to call anytime I want to add turbine points so have called like once a month for the last year or so with no problems. If its tech they have also contacted me through email. I am Vip not Free or Prem.

[Carpe_Noctem]

The Account Support's turnaround time is currently well under 5 days. If you still have not received a response, there are a couple things that may have happened.

Depending on the drop-down options you chose when submitting the ticket, you may have received an automated response with some suggested steps. As these auto-responses indicate, if there is no reply email sent back, the system assumes the issue is resolved, and the ticket will close in 2 weeks. Be sure to double check your email from shortly after you submitted the ticket, and respond back to any emails from Turbine around that time.

Also, be sure that "noreply@turbine.com" (as well as "accountsupport@turbine.com") is added to your email's Safe Senders list, so Turbine emails will come through. Depending on your email settings, sometimes emails won't even make it to your Spam/Junk folder.

If it has been more than 5 days, and you never received a confirmation email, you may want to submit a new ticket. Try using a new email address this time, and feel free to provide your original ticket number in the inquiry, if you have it. Calling is also a great option if possible.

One final note: The level of access on a player's account does not affect their ability to contact Account and Tech Support. All players, whether Free, Premium or VIP, can submit a web inquiry.

[chance2000]

http://forums.ddo.com/showthread.php?t=236599
copy and pasted

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Join Date: Feb 2006
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Default In-Game Support Availability
Hello Folks,

To help provide a quality in-game support experience to all active VIP and Premium Players, Turbine has implemented new In-Game ticket submission restrictions for free/inactive players. There are now two levels of support: "Base" and "Full".

Base Support includes access to the Knowledge Base, Technical Support ticket submission and Account Management ticket submission. Base Support is available to all players, regardless of account status.

Full Support includes all of the Base Support access and also includes access to In-Game Ticket submission. All VIP subscribers will automatically have access to Full Support. Premium customers will have access to Full Support for a duration of time after purchasing points. The amount of Full Support access is determined directly by the amount spent on points.

$1.00 - 15 days
$14.99 - 30 days
$30.00 - 90 days
$60.00 - 180 days
$100.00 - 365 days