Disappointed with support

[syrturen]

In game Ticket number: 5339982, opened on 03/28/2021 at 03:52am then got an update at 03/29/21 09:27 PM (~40 hours later!) and got the response:

"Thank you for your request for assistance. Unfortunately we have to close this request as you were offline with the affected character at the time we were able to assist you. The issue you are reporting cannot be resolved while you are offline. If you have a similar issue in the future, please submit a new help request from the character experiencing the issue and we will be happy to assist you."

Sorry if I couldn't wait online 40 hours for the response!

I would expect you to at least keep the ticket open and contact me while I am online.

Well, opened a new one (5340554)...

[Stoner81]

At least you got a response! I submitted a ticket on the 30th March and still waiting for a GM to respond.

Stoner81.

[syrturen]

Yea, so everytime I log to the game now I send a comment on the new ticket I created but still no response.

So apparently If I am offline the ticket is closed. If I am online no one answers to the ticket.

Tried to open a bug and got an email reply asking me to open a ticket in game.

How great is that?

[syrturen]

Maybe a GM will read this and kindly try to help me on the issue? Still waiting for some assistance

[Stoner81]

Still waiting too, I know we have just had Easter and what not but still this is beyond ridiculous now.

Stoner81.

[syrturen]

Still waiting too, I know we have just had Easter and what not but still this is beyond ridiculous now.

Stoner81.

At least I am not the only one haha.

Yea, that's really bad... I mean, if this was a completely free to play game and all that I would understand, but it is not. Better customer support should be part of the model.

[syrturen]

https://www.bbb.org/us/ma/needham-hg...lc-0021-188406

[dennisck2]

Bump. SSG, please quit sitting on your hands and help these folks.

[dennisck2]

Bump

[Kerria]

ID#: 5346858 Status: Open Close Ticket Updated: 05/03/21 08:58 PM

Description:
Customer Support is suppose to forward my issue for GM to resolve. I still have items that became bound to this character with the new augment system. There are several so going to just try to stay on this toon til someone picks up the ticket to fix them. I already bought 7 jewelers kits to fix them and it did not make them unbound.

History:
05/03/21 08:58 PM I have to log off, been on for 12 hours waiting. Will be on by 11 am Central on 5/4/ for several hours. This has been going on since the new aug system was initiated. I have put in 4 tickets. Severlin said it was fixable. Please keep this ticket open so I get an answer. - Locanna
05/03/21 11:04 AM Legendary Dashing GlovesLegendary Dashing Gloves Legendary Brightsun Plundered Pirate Hat Insightful Deflecting 13 Bracers of Magical Resistance 14 Hardy 11 Ring of Dexterity 11 Epic Crystalline Cacophony Orcish Privateer's Boots Evasive 11 Belt of Balance 19 Insightful Deflecting 13 Necklace of Impulse 128 These are the items, I have them in my inventory atm

Ok I put this in to customer service in November 2020. I got a response from that ticket in April 2021. Put this one in and every time I check it, the time for response is 18 hr, 12 hours, it changes each time. You want to know why people go to other games, drop their VIP accounts, ***** in every forum you have up, this is a bigggggg part of the reason. I am the customer and expect some respect. Maybe I need to start sending messages to all the Devs?