Is the average response time for support tickets >1 Month?

[Ishamiel]

I've seen a number of threads about people having to wait weeks or months for any response to a support ticket, but I'm curious if this is the typical experience for all players or an exception?
I remember back in 2010 when someone would respond to in-game tickets within 30minutes, and in 2014 when I had a fantastic experience with Turbine support over the phone!

Personally, I'm trying to come back to the game and now 3 weeks into waiting on any sort of response to recover my old account.
I'm incredibly confused as to what happened since I remember such fantastic support in the past.

I hope it's just me,
Ish

[Elfbarf]

I've seen a number of threads about people having to wait weeks or months for any response to a support ticket, but I'm curious if this is the typical experience for all players or an exception?
I remember back in 2010 when someone would respond to in-game tickets within 30minutes, and in 2014 when I had a fantastic experience with Turbine support over the phone!

Personally, I'm trying to come back to the game and now 3 weeks into waiting on any sort of response to recover my old account.
I'm incredibly confused as to what happened since I remember such fantastic support in the past.

I hope it's just me,
Ish

Unfortunately it seems like you should expect to wait at least 4 weeks for a response. I came back recently and it sounds like support has been pretty bad for a while now, probably since Standing Stone Games (instead of Turbine) became a thing. It's a shame because while the game seems to be getting solid new content, a lot of other areas have gotten considerably worse, like server stability, lack of QA, and customer service. Apparently they were meant to have hired some new CS staff over the summer but things certainly haven't gotten any better since.

As of today I'm at 3 weeks on a ticket that shouldn't take more than 5 minutes to answer - I just need a character undeleted who was only deleted 3 weeks ago.

[red_kain]

Its been quite a while but I believe turbine support was pretty bad too. That is most likely where it stems from, SSG says they are trying to improve ticket support and such but without a large influx of cash to put into the department and no prior existing infrastructure/setup, we will probably only see slow improvement.

[Seph1roth5]

I used to work customer service for apple, and was a GM for a private Ragnarok Online server years ago.

Even being the lowest power GM, I still had enough to solve 99% of people's issues. I couldn't do account/quest stuff, but I could make items, warp people, and spawn/kill monsters.

What we need are in-game GMs with the same level of power. Then, if you get locked out of a raid fight you don't have to wait 5 hours for a GM to warp you 5ft. Remember that happening ~10 years ago in von6, except we only waited one hour before the guy who got locked out told us we could leave and he'd keep waiting. I think he gave up before finally getting a response.

CS has been abysmal for the last few years. As in, worse I've ever seen in any company/product. It's great that they're hiring/training new people, but until they can actually show response times/resolutions that aren't insanely bad...

I submitted a ticket on 11/24 about losing all my stat/skill tomes on tr, and had it disappear when they implemented the new help system this week. Or I can't check it's status anyway, so no idea. Had to submit a new one and now back to waiting.

I don't know what the ratio of blame is for CS compared to who decides how much power they have, so can't target blame as well as I'd like. But all the tickets I've seen are NOT HARD to solve. The only reason I can think of it taking more than 1 day is that their power is super limited because of the DDO store and ssg not wanting to give out items they make $$ on willy nilly. But seriously, a +0 heart would solve many issues. Maybe not mine lol, but it MIGHT, and then they should be able to easily look up our store history, and then give out whatever item we lost (supreme tome). They're usually btc so it's not like you're abusing it. And if they're super worried I'd just be getting a free +0 heart to hoard, hop on my **** account and reincarnate it yourself.

[Leomon1988]

I've seen a number of threads about people having to wait weeks or months for any response to a support ticket, but I'm curious if this is the typical experience for all players or an exception?
I remember back in 2010 when someone would respond to in-game tickets within 30minutes, and in 2014 when I had a fantastic experience with Turbine support over the phone!

Personally, I'm trying to come back to the game and now 3 weeks into waiting on any sort of response to recover my old account.
I'm incredibly confused as to what happened since I remember such fantastic support in the past.

I hope it's just me,
Ish

i'm in the same boat here, i used to play about 2 or 3 years ago, took a break due to my internet being a complete ****stain, and when i come back and attempted to try and use my account information on the log in, i get "we are currently experiencing technical difficulties" and i'm liek, nani da fuq?! i know i never deleted the account nor did i forget the username/password to log in, so i try the standing stones/turbine account page and i get a similar response, but this time it claims password and username are incorrect. i make a new account just to submit a ticket, and also to post on this forum, and lo and behold, i'm not the only one experiencing this. i'm hoping i can get a response soon as well, it's almost been 14 days since i submitted the ticket. :/
i should note the first time i had to submit a ticket was cuz of a shadowfell key i purchased from amazon, apearantly being not valid, and a Pufferfish was the one to reply to my ticket about it, and since it was a non-refundable purchase i basicly lost 55$ :/

[Ishamiel]

i'm in the same boat here, i used to play about 2 or 3 years ago, took a break due to my internet being a complete ****stain, and when i come back and attempted to try and use my account information on the log in, i get "we are currently experiencing technical difficulties" and i'm liek, nani da fuq?! i know i never deleted the account nor did i forget the username/password to log in, so i try the standing stones/turbine account page and i get a similar response, but this time it claims password and username are incorrect. i make a new account just to submit a ticket, and also to post on this forum, and lo and behold, i'm not the only one experiencing this. i'm hoping i can get a response soon as well, it's almost been 14 days since i submitted the ticket. :/
i should note the first time i had to submit a ticket was cuz of a shadowfell key i purchased from amazon, apearantly being not valid, and a Pufferfish was the one to reply to my ticket about it, and since it was a non-refundable purchase i basicly lost 55$ :/

yeah at this point I'm mostly worried I'll miss out on the free quests code if they don't get back to me in December. It's crazy to imagine that a ticket I submitted in November might not be answered until Jan.

[magaiti]

yeah at this point I'm mostly worried I'll miss out on the free quests code if they don't get back to me in December. It's crazy to imagine that a ticket I submitted in November might not be answered until Jan.

Don't forget to make a new account or two, just in case, before the end of the year.
- grab the free packs code
- earn 300+ favor by earning 5 favor on 6 different servers, grab the 99 DP expansions
- grab the DDO 15th anniversary code gift (Best ones are Sword of Shadow and Quiver of Alacrity, though the quiver requires Seal of Abbot to be useful, but that can be done later using unbound collectables)
- make some level 10 toons (Level 10 Paladin blends well with SoS)

[Leomon1988]

Don't forget to make a new account or two, just in case, before the end of the year.
- grab the free packs code
- earn 300+ favor by earning 5 favor on 6 different servers, grab the 99 DP expansions
- grab the DDO 15th anniversary code gift (Best ones are Sword of Shadow and Quiver of Alacrity, though the quiver requires Seal of Abbot to be useful, but that can be done later using unbound collectables)
- make some level 10 toons (Level 10 Paladin blends well with SoS)

except this doesn't help me get back my ability to play dragonborn, and i don't really have a means of putting money into the game on my own, nor buy content packs on my own, as i was basicly gifted the funds to purchase the dragonborn by a friend who also was playing ddo with me. .-. sadly i think i'm gonna have to do this anyways.

[MarcusCole]

I did end up getting a response this week. I submitted my original ticket on November 20th and it was resolved December 14th. Posting now from my original account.

[Elfbarf]

I did end up getting a response this week. I submitted my original ticket on November 20th and it was resolved December 14th. Posting now from my original account.

Jealous! - I'm still waiting having submitted mine on the 19th, though it was for a character undelete, not an account query.

[Seph1roth5]

I did end up getting a response this week. I submitted my original ticket on November 20th and it was resolved December 14th. Posting now from my original account.

Does that mean your problem was fixed or just that they responded to it? Details!

[relmon]

Unfortunately it seems like you should expect to wait at least 4 weeks for a response. I came back recently and it sounds like support has been pretty bad for a while now, probably since Standing Stone Games (instead of Turbine) became a thing. It's a shame because while the game seems to be getting solid new content, a lot of other areas have gotten considerably worse, like server stability, lack of QA, and customer service. Apparently they were meant to have hired some new CS staff over the summer but things certainly haven't gotten any better since.

As of today I'm at 3 weeks on a ticket that shouldn't take more than 5 minutes to answer - I just need a character undeleted who was only deleted 3 weeks ago.

I'd love to only wait 4 weeks. We're on month 9+ for a simple password change for my oldest son. In fact, once they found out he was autistic, they quit replying altogether. We've spent hundreds on this game and can't even log in!

[relmon]

Are they offering some sort of compensation to customers that they've been screwing over for so long? What do you offer someone who's spent a ton of money on your game and hasn't even been able to play for almost a year due to negligence on your part?

I'm a tad bitter, in case it isn't obvious... lol

[Fauxcault]

Unfortunately it seems like you should expect to wait at least 4 weeks for a response. I came back recently and it sounds like support has been pretty bad for a while now, probably since Standing Stone Games (instead of Turbine) became a thing. It's a shame because while the game seems to be getting solid new content, a lot of other areas have gotten considerably worse, like server stability, lack of QA, and customer service. Apparently they were meant to have hired some new CS staff over the summer but things certainly haven't gotten any better since.

As of today I'm at 3 weeks on a ticket that shouldn't take more than 5 minutes to answer - I just need a character undeleted who was only deleted 3 weeks ago.

And here I was coming to the forums to complain about no response on my ticket in over a week >.>

[MarcusCole]

Does that mean your problem was fixed or just that they responded to it? Details!

Yeah they updated the email tied to the account and I was able to reset my password that way.

[andrul]

Continuing theme here. Bought Saltmarsh, got access to the quests and HW tree but no items received. It's been a week now with no response. I get just a little bit more annoyed every time I miss out on locked chests because I don't have the rogue that I paid for.

[Aziz]

Continuing theme here. Bought Saltmarsh, got access to the quests and HW tree but no items received. It's been a week now with no response. I get just a little bit more annoyed every time I miss out on locked chests because I don't have the rogue that I paid for.

Did you talk to the saltmarsh item vendor in the snapping line inn? If you ask him for your items you should get them, they don't appear in your inventory automatically like other store stuff.

[cru121]

Continuing theme here. Bought Saltmarsh, got access to the quests and HW tree but no items received. It's been a week now with no response. I get just a little bit more annoyed every time I miss out on locked chests because I don't have the rogue that I paid for.

https://ddowiki.com/page/Garthalmor

[ddocssucks]

How stupid is it that a simple request to reset a password isn't an automated email response in 2022... I thought turbine was **** with cs but holy hell this is a whole new level.