Why lie in a ticket?

[Hulligan]

First of all, I'm not a native English speaker so bear with me and my grammar mistakes. I play this game for ~10 years now, mostly playing as VIP... not being VIP at this very moment.
I rarely ever opened a ticket ingame unless it was really urgent (reincaration issue) or I've been through a lot - like today on a EE Caught in the Web raid - which we couldn't complete probably due to a bug (we were at the very end, Ana finished her speech, yet quest didn't complete and chests couldn't be opened).
Being a Sunday noon (in CET, meaning ~06:00 am EST) I had my doubts that a ticket would do any good yet I opened one. Of course no help in 30 mins waiting, nevermind that ~3 hours struggle we had through the quest.
I continued playing and didn't stop whole day. Reached lvl 30 and decided to TR back to lvl 1 - meaning I was online the entire time.
Being lvl 1, sitting on the ship in just an underwear, digging through my stuff... then I noticed the message popping up, that my ticket has been updated (the time being ~21:00 CET = 15:00 EST).
Checked ticket and guess what:

"Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. "

...just wow.
(see screenie below)

The GM's name showing I immediately pm-ed to the GM stating it's a lie. I AM online. Guess what - no response.
I understand that GM support can't be super responsive on a Sunday and 12 hour reaction time may be legit.
I understand that GMs can't really help after you not only left the quest but actually overgone the process of reincarnation.
I understand the fact that I'm not a VIP person currently hence I may not get the same support as a VIP.

But... why telling lies ? Why is it OK and acceptable to LIE in a ticket, saying I wasn't online when I actually am? Call me old fashioned (or just old as I am) but to lie in my eyes is far greater sin than still having the ladder bugs after 10+ years or any other game stability and/or lag issues.
Worst of all, when confronting the GM (see the tell message actually lands, not recieving any error message), I got no response.
The reason of this post? You can't open a ticket on harassment due to an other player but can't report a GM being a liar *****.
DDO team can see the ticket number in screenie, the only thing I wish for is to TRAIN the GM to be fair, and at least try not to lie into the face of customers. Too bad his/her mother didn't teach to do so.

[hp1055cm]

To be fair, this is probably just an automated response from the game that was generated when you logged off and back on.
It would be helpful if they were more responsive, or their communication had more of a "personal touch" but it really isn't worth getting upset about.

The reality is that there is less in-game support than players would like, especially when they encounter problems.
I doubt it is going to get any better unless a million new people subscribe and start playing.

[lyrecono]

[QUOTE=Hulligan;6181373]First of all, I'm not a native English speaker so bear with me and my grammar mistakes. I play this game for ~10 years now, mostly playing as VIP... not being VIP at this very moment.
I rarely ever opened a ticket ingame unless it was really urgent (reincaration issue) or I've been through a lot - like today on a EE Caught in the Web raid - which we couldn't complete probably due to a bug (we were at the very end, Ana finished her speech, yet quest didn't complete and chests couldn't be opened).
Being a Sunday noon (in CET, meaning ~06:00 am EST) I had my doubts that a ticket would do any good yet I opened one. Of course no help in 30 mins waiting, nevermind that ~3 hours struggle we had through the quest.
I continued playing and didn't stop whole day. Reached lvl 30 and decided to TR back to lvl 1 - meaning I was online the entire time.
Being lvl 1, sitting on the ship in just an underwear, digging through my stuff... then I noticed the message popping up, that my ticket has been updated (the time being ~21:00 CET = 15:00 EST).
Checked ticket and guess what:

"Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. "

...just wow.
(see screenie below)

The GM's name showing I immediately pm-ed to the GM stating it's a lie. I AM online. Guess what - no response.
I understand that GM support can't be super responsive on a Sunday and 12 hour reaction time may be legit.
I understand that GMs can't really help after you not only left the quest but actually overgone the process of reincarnation.
I understand the fact that I'm not a VIP person currently hence I may not get the same support as a VIP.

But... why telling lies ? Why is it OK and acceptable to LIE in a ticket, saying I wasn't online when I actually am? Call me old fashioned (or just old as I am) but to lie in my eyes is far greater sin than still having the ladder bugs after 10+ years or any other game stability and/or lag issues.
Worst of all, when confronting the GM (see the tell message actually lands, not recieving any error message), I got no response.
The reason of this post? You can't open a ticket on harassment due to an other player but can't report a GM being a liar *****.
DDO team can see the ticket number in screenie, the only thing I wish for is to TRAIN the GM to be fair, and at least try not to lie into the face of customers. Too bad his/her mother didn't teach to do so.



Yeah, they have been auto closing tickets for a while now.

But people keep on buying season passes and expansion packs so ssg keeps on thinking: F you, got mine.

our backlash isn't large enough for them to change their ways.

it is funny though that ssg's model is starting to look more like EA&Activision while those companies are loosing mass amounts of money atm

[MacRighteous]

When you TR - Your toon gets deleted and you have to log-out and back-in a few times and if you're like me, you even quit the client at least once during the process...
Is it possible that the GM tried to contact you during any of these TR events? Hmmm? Perhaps calling another soul a liar, when it is possible that it's not a lie, is a little heavy handed.

My mother taught me that too.

Sorry about your experience.

/mac

[RevCo]

[QUOTE=lyrecono;6181397]

First of all, I'm not a native English speaker so bear with me and my grammar mistakes. I play this game for ~10 years now, mostly playing as VIP... not being VIP at this very moment.
I rarely ever opened a ticket ingame unless it was really urgent (reincaration issue) or I've been through a lot - like today on a EE Caught in the Web raid - which we couldn't complete probably due to a bug (we were at the very end, Ana finished her speech, yet quest didn't complete and chests couldn't be opened).
Being a Sunday noon (in CET, meaning ~06:00 am EST) I had my doubts that a ticket would do any good yet I opened one. Of course no help in 30 mins waiting, nevermind that ~3 hours struggle we had through the quest.
I continued playing and didn't stop whole day. Reached lvl 30 and decided to TR back to lvl 1 - meaning I was online the entire time.
Being lvl 1, sitting on the ship in just an underwear, digging through my stuff... then I noticed the message popping up, that my ticket has been updated (the time being ~21:00 CET = 15:00 EST).
Checked ticket and guess what:

"Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. "

...just wow.
(see screenie below)

The GM's name showing I immediately pm-ed to the GM stating it's a lie. I AM online. Guess what - no response.
I understand that GM support can't be super responsive on a Sunday and 12 hour reaction time may be legit.
I understand that GMs can't really help after you not only left the quest but actually overgone the process of reincarnation.
I understand the fact that I'm not a VIP person currently hence I may not get the same support as a VIP.

But... why telling lies ? Why is it OK and acceptable to LIE in a ticket, saying I wasn't online when I actually am? Call me old fashioned (or just old as I am) but to lie in my eyes is far greater sin than still having the ladder bugs after 10+ years or any other game stability and/or lag issues.
Worst of all, when confronting the GM (see the tell message actually lands, not recieving any error message), I got no response.
The reason of this post? You can't open a ticket on harassment due to an other player but can't report a GM being a liar *****.
DDO team can see the ticket number in screenie, the only thing I wish for is to TRAIN the GM to be fair, and at least try not to lie into the face of customers. Too bad his/her mother didn't teach to do so.



Yeah, they have been auto closing tickets for a while now.

But people keep on buying season passes and expansion packs so ssg keeps on thinking: F you, got mine.

our backlash isn't large enough for them to change their ways.

it is funny though that ssg's model is starting to look more like EA&Activision while those companies are loosing mass amounts of money atm

+1

[GeoffWatson]

When you TR - Your toon gets deleted and you have to log-out and back-in a few times and if you're like me, you even quit the client at least once during the process...
Is it possible that the GM tried to contact you during any of these TR events? Hmmm? Perhaps calling another soul a liar, when it is possible that it's not a lie, is a little heavy handed.

My mother taught me that too.

Sorry about your experience.

/mac

The support staff seem to have a way of telling when someone is on or offline.
If you log off for less than a minute, that's the time they'll contact you.
I guess they get a "closed ticket" for their metrics without having to actually do anything.