Why is there an customer support ticket system if no one is going to respond to it?

[Krisppie]

I submitted a ticket 2 weeks ago and while I received an automated response, no one has responded to my ticket.

I have a couple of accounts and I have done 2 tickets on my other account that were never responded to as well. I have spoken to a few others and of those that have submitted tickets, most have never received a response. I found online a few people who say the same thing.

So why do you have this support ticket system if no one is going to reply to the customers having issues?

[Thalone]

The last time I put in an online ticket (rather than an in-game one; it's not clear to which you're referring), the autoresponse mentioned that if I didn't respond to the email, they would consider the instructions in the autoresponse sufficient to solve my problem. Did you respond to their mail?

[Krisppie]

I don't remember, but I think I did a few days later when I didn't get any thing else.

To be honest, I didn't read it because it looked like just any other auto-response that says hey we got your support request and will be back with you soon.

I will have look for it in my email if I didn't delete it. I have given up on getting help on the ticket.

But I will also add, that if this is the reason, my original question still stands. That is a terrible way to support users. It is 100% "How quick can we get them outa our face" and 0% "we are here to help you". They may as well not even have it as an option. They are doing what they can to give the appearance of helping but doing all they can to close tickets as quickly and with as little effort as possible. In fact, if this is the reason I did not get a response, it makes me even more irritated. It shows a complete lack of consideration for the folks spending money in their business.

[SSG_Alkaid]

Don't worry Krisppie, your ticket is still in the queue and I'll follow up with you there.

Definitely sorry for the delay in response time; CS has been sorting through a much higher than usual ticket volume which impacts our response time.

[lakewoodgames]

I have no complaints, but I put my ticket in several hours ago and have to leave shortly. Will my ticket be auto-closed when I have to log off?

[lakewoodgames]

I have no complaints, but I put my ticket in several hours ago and have to leave shortly. Will my ticket be auto-closed when I have to log off?

Ty +sparker+ for helping me out!

[Krisppie]

Don't worry Krisppie, your ticket is still in the queue and I'll follow up with you there.

Definitely sorry for the delay in response time; CS has been sorting through a much higher than usual ticket volume which impacts our response time.

I appreciate your response, CS_Alkaid and I appreciate you responding to my ticket. the matter is resolved.

However, this post really wasn't about getting the ticket resolved. When I wrote this post, I had already given up on the ticket. I wrote this post as a legitimate question. Why is Turbine's support system set up the way it is. It seems remarkably clunky.

I see quite often in these forums folks saying they have a ticket that is not being responded to. Then someone from CS responds with a post much like this one. Then the person posts that the matter is resolved. Much like I did above. Micki says he/she routinely posts ticket info on twitter to expedite a response. A support ticket system should be the fastest way to get a response from support. Perhaps a revamp of the support system is in order in the near future.

In any case, thanks