What happened to In-Game Support?

[Jarlaxis]

Up until the last 8-10 months if an in-game ticket was submitted one would typically get a response with an hour or two from a GM. Then it went to you wouldn't get a response in a couple hours but when you logged back in the ticket would be closed with a message "We tried to contact you but you logged off, ticket closed". Now there are no responses for days or at all. I submitted a ticket on Saturday May 16, 2020 about a failed DDO store purchase, still have not gotten a response not even a "ticket closed".

What happened? Has anyone else noticed this?

[banjo174]

In game support has been trash for years. Most DDO players have just accepted it.

[Jarlaxis]

Yes it has been getting worse for a long time, so what happened?

Long ago (4-5 years) you would get a response within minutes, then it went to an hour, then even longer until it's non-existent.

[Arkat]

It seems likely they're employing fewer and fewer people to be DMs.

Budget cuts, probably.

They still have at least one.

+Dracula+ took care of a name change request I made in In-Game Support a couple of weeks ago. Took about 13 hours for a response but that was ok as I didn't really need to be in-game for it to be done.

[K_9]

Up until the last 8-10 months if an in-game ticket was submitted one would typically get a response with an hour or two from a GM. Then it went to you wouldn't get a response in a couple hours but when you logged back in the ticket would be closed with a message "We tried to contact you but you logged off, ticket closed". Now there are no responses for days or at all. I submitted a ticket on Saturday May 16, 2020 about a failed DDO store purchase, still have not gotten a response not even a "ticket closed".

What happened? Has anyone else noticed this?

Have to agree it has definetly gone down the pan. If they can find a way to abandon and close down your ticket without doing anything they will do. Not even update your ticket asking you for extra info incase you swap between characters or temp log out the game. It's sad really that many people think on the rare occasion they report a bug they need to do it by putting it on the forums generally in the general chat.

[Memnir]

Whittled down to functionally near nothing. I haven't even bothered with Support for years now - and from what folks I've talked to about it have said, the problem has only gotten worse since when I gave up on it completely. I dread if there is a time I actually need it in the future, because I have zero faith I will be able to find/receive the help. Support is nearly an extinct species in modern DDO.





This wasn't always the case - but it's just being going-going-almost all gone for years now.