Can we get ticket reolution that does not mean being online?

[pjw]

Logged a ticket at 6pm EST on Sunday, still waiting at 9.30pm.

Last two tickets on same issue were closed after 3-4 hours because I was not on line.

This is extremely frustrating. I am not even sure if I can relog to another (playable) character without the ticket being auto-closed again.

There needs to be offline resolution and/or prioritization of issues that have been previously reported.

Current situation is stunningly bad.

[HeatherCeana]

Logged a ticket at 6pm EST on Sunday, still waiting at 9.30pm.

Last two tickets on same issue were closed after 3-4 hours because I was not on line.

This is extremely frustrating. I am not even sure if I can relog to another (playable) character without the ticket being auto-closed again.

There needs to be offline resolution and/or prioritization of issues that have been previously reported.

Current situation is stunningly bad.

On the 26th of December, I had a character stuck on Korthos Island, because of some in-game bug. I filed a ticket (around 10 pm Germany time) and waited around for I think it was 2 hours. Anyhow, a DM showed up FOUR AND A HALF HOURS LATER (2:30ish am!!!), then just closed my ticket. After a lot of complaining (apparently, b i t ch i n g is a naughty word), and me explaining how flags work in the database (because this was a clear case of flag mis-match!!), they finally fixed my issue while I was offline. When some numbnut tells you your problem can ONLY be solved if you are online, don't always believe it! There are MANY problems that can be solved, while the person is offline.

Expecting people to wait around for 4 1/2 hours wiggling the mouse to stay active is the sheerest insanity and arrogance that I have ever seen in my life. They said, "You have to understand, we were understaffed". No, I don't have to understand. I'M YOUR CUSTOMER. I pay to play this game. I have a VIP account. They aren't paying ME to play.

I'm 100% behind re-vamping the customer service of this game. Some issues must be solved while the person is online; others don't actually require that. Learn to sort out the bodies and deal with offline-solvable issues anytime. This might free-up your DMs. Or, hire more DMs. Whose problem are your staffing problems? THEY ARE YOURS.

[Vrakyas]

Yesterday I couldn't turn in the final quest of a story arc (The Soul Splitter) - even when the quest said "Return to XY...". The NPC (Alynda d'Cannith) just said "I'm sorry, I missed that. Talk to me again to catch up" or something like this.
So I wrote a ticket. I also play from Germany and it was late, so I logged off after waiting nearly 1 hour

Today when I checked my ticket status, it was closed because I was offline.

What the heck? When I'm online the support usually isn't online/active, when the support is online/active I'm usually offline/sleeping/at work.