speed of support tickets

Master

Location: Canada

Wednesday, May 30th 2012, 8:02pm

i am a little shocked i recieved 2 support emails from last october.it seems that maybe the support team is working overtime.i do have to say, that i am happy that support is getting to all the tickets.i believe that maybe whoever is in charge should hire more support staff to deal with the amount of tickets submitted.

Zymologist wl/ch/m/p
Matronmalice p/s/m
Ceviche wl/ch

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Malignatus

Master of All I Survey

Posts: 623

Location: The Land of Confusion

Occupation: Occupation: Foole

Mood: Squint

2

Wednesday, May 30th 2012, 8:12pm

It's also possible that the emails took the scenic route. There are things about the InterCatzWebz that mortal men are not meant to know or understand.

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Nytefall

Unregistered

3

Wednesday, May 30th 2012, 8:14pm

This sounds like an oddity with one of several things:

1. An e-mail server somewhere. (I'm not privy to the structure of our e-mail servers, or the structure of the ones you are receiving your mail on, or what can get stuck in the buffers).

2. The support system we were using at the time. It would not be the first time we had an anomaly like you have described with that system. (We got two months of back-dated tickets at one point, all within 24 hours. That was a fun week.)

Regardless, you should not see issues like this occurring anymore, though I'm sorry that it took 8 months for our replies to get delivered.

Edit:

It's come to my attention that this issue appears to be from in-game tickets submitted before that functionality was disabled - So far, the tickets seem to be from October-December 2011.

Apparently, they were never delivered to our ticket systems. This flaw is one of the reasons we removed In-game reporting.

If the issue you initially reported is still relevant and you hope for a resolution, please respond to the ticket and we will do our best.

Thanks!

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Ziav

Professional

Posts: 755

4

Wednesday, May 30th 2012, 9:32pm

Quoted from "Nytefall;533436"

This sounds like an oddity with one of several things:

1. An e-mail server somewhere. (I'm not privy to the structure of our e-mail servers, or the structure of the ones you are receiving your mail on, or what can get stuck in the buffers).

2. The support system we were using at the time. It would not be the first time we had an anomaly like you have described with that system. (We got two months of back-dated tickets at one point, all within 24 hours. That was a fun week.)

Regardless, you should not see issues like this occurring anymore, though I'm sorry that it took 8 months for our replies to get delivered.

Edit:

It's come to my attention that this issue appears to be from in-game tickets submitted before that functionality was disabled - So far, the tickets seem to be from October-December 2011.

Apparently, they were never delivered to our ticket systems. This flaw is one of the reasons we removed In-game reporting.

If the issue you initially reported is still relevant and you hope for a resolution, please respond to the ticket and we will do our best.

Thanks!

I highly doubt it is an oddity. I just received two emails from 9 months ago that were answered, even though the issues were resolved many months ago. It seems more likely that either someone is cleaning out old tickets, or the support system go screwed up and is pulling up random tickets from the past.

Honestly you can't tell me that you really believe that the reason these emails suddenly showed up was because of the various email servers. I'm sure as more people get these emails, you will find one common thread among them all, that's frogster. Maybe you should have what little IT there is look into why your email servers are taking 9 months to send emails.

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Nytefall

Unregistered

5

Wednesday, May 30th 2012, 9:35pm

Quoted from "Ziav;533443"

I highly doubt it is an oddity. I just received two emails from 9 months ago that were answered, even though the issues were resolved many months ago. It seems more likely that either someone is cleaning out old tickets, or the support system go screwed up and is pulling up random tickets from the past.

Please see the edit to the post that you quoted - It seems that the in-game feature did not deliver several tickets that were submitted through it. Although the report might be 8 to 9 months old for you, we did not receive it until today.

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Ziav

Professional

Posts: 755

6

Wednesday, May 30th 2012, 9:38pm

That's not true. Looking at the email I can see previous communication with a GM. So if it just arrived today, how did a GM know about it enough to communicate with me and resolve the issue months ago?

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Nytefall

Unregistered

7

Wednesday, May 30th 2012, 9:45pm

Quoted from "Ziav;533445"

That's not true. Looking at the email I can see previous communication with a GM. So if it just arrived today, how did a GM know about it enough to communicate with me and resolve the issue months ago?

I'm not sure with this case, then - If you would like to PM me some reference numbers, I would like to look into the matter and see if this is part of the same issue. If it is not related, I have some people I need to contact.

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Vormulac

Beginner

Posts: 6

Location: Chicago

8

Wednesday, May 30th 2012, 9:59pm

It can't be that unusual. I'm wondering if OP's issue was the house chest incident on Osha perhaps? I reported that on all my toons back in Oct and just received responses and closure on them 3-4 weeks ago. They were not send in via the ingame ticket system that was in place at the time as the GM's told us to use the new support website for that issue.

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Concerned2

Trainee

Posts: 120

9

Wednesday, May 30th 2012, 10:09pm

I just recieved about a dozen emails from last year/early this year for missing chests from all my toons, and wifes toons..... A little late. With the typical "please reply directly to this email if your issue is not resolved". Unfortunatelly i did not get my chects back on a few of my toons, but the majority did, so was not a total loss. Well except the gear that was in them....LOL

EDIT: I am also from Osha.... And think these tickets were closed a long time ago....

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timthum

Master

Posts: 1,825

Location: Canada

10

Wednesday, May 30th 2012, 10:56pm

the tickets i submitted had to do with mini game crashes.keep in mind i have only played for 1 year.Reni server here.

Zymologist wl/ch/m/p
Matronmalice p/s/m
Ceviche wl/ch

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Drakkarsdad

Professional

Posts: 599

Location: In a house

Occupation: CSR

11

Thursday, May 31st 2012, 12:04am

Interesting.. I thought I was the only one.. As it stands, I just received a response to a ticket sent through the "new support portal" in re: 3 freezes in Matalina's CoT. Thing is, they wanted more information. I can't remember what I had for breakfast this morning and they wanted details on something that happened 6 months ago..

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xploid

Professional

Posts: 776

Location: Your Closet

Occupation: Confidential (All confidential Information Will be available soon to public)

12

Thursday, May 31st 2012, 12:07am

hmm i think it depends on what problem area the support ticket enters, if it enters an area where numerous people send their support tickets, it may take very long time, but if its one of those long forgotten where players send their tickets every once in a while it takes faster. one problem i had i was receiving answers from support within actually less than 24 hrs. even less than 1 hr one time, i was actually impressed about it

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trav42073

Professional

Posts: 806

Location: Arizona

Occupation: welder/fabricator/antagonist

13

Thursday, May 31st 2012, 12:35am

I recieved 9 of these from support this afternoon. 2 on the house chests that went awol in october, 2 for crashing in malatinas, one for siege gate propped sideways, one for a los issue in moongorge, and a couple others that were just random glitches in game that resolved after a maint or two. yea, think there is an issue with the support portal. either that or the send button suffers the same kind of lag as the siege register button.

95r/62m/63s/ Soultwist.
Ryaderr wrd/s/w erobos

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timthum

Master

Posts: 1,825

Location: Canada

14

Thursday, May 31st 2012, 12:42am

i recieved 8 more emails lol.i wish i could remember what the problems were 8 months ago.................
but at least they are getting to them ,i believe they must be gettin caught up or.......heaven forbid chapter V is coming and they are expecting something to go horribly wrong.
i have been impressed with the speed of support lately much better than it was.and yes i am giving frogwakerforge some deserved praise here.keep up the good work maybe the support people can give the sales team some pointers.

Zymologist wl/ch/m/p
Matronmalice p/s/m
Ceviche wl/ch

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ipeacefrog

Intermediate

Posts: 371

Occupation: Business Owner

15

Thursday, May 31st 2012, 1:12am

.

I got one today from a ticket I submitted in November and never got a reply on.

.

Elldarian, Leadership Council Dovahkiin on Palenque Lvl 12 Guild

"Gentlemen, you can't fight in here. This is the War Room!"

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TJBarnes

Trainee

Posts: 74

16

Thursday, May 31st 2012, 2:28am

Can you beat this record?

I finally got a reply from support about *drum roll*

"Ingame-Reporting: Snoop at Torag -Data Error"

Only sent it in when TB was released.

This is the only communication I ever got.

I was wondering if anyone can beat this delay.

R72/S72/P72

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Quaffy2

Professional

Posts: 769

17

Thursday, May 31st 2012, 2:36am

Sendtime: 2011-10-11 00:31:23
Server: US - PvE Govinda
World: 2

Regarding a lost chest when everyone was losing storage chests. I think a bunch of emails were sent out today, as I've seen other people say the same thing in the forums today

edit: http://forum.us.runesofmagic.com/showthread.php?t=71613

Quaffy - 87 Mage/ 85 Priest/ 70 Scout (formerly one of the much hated P/S in PvP

)
Heavensfury, Govinda
Killed^byBorella February 15, 2012

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Ziav

Professional

Posts: 755

18

Thursday, May 31st 2012, 2:54am

Sendtime: 2011-10-09 20:43:23
Server: US - PvE Govinda

Regarding an issue with being stuck in place in course of terror.

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Ziav

Professional

Posts: 755

19

Thursday, May 31st 2012, 2:58am

Don't worry guys, I figured out what the problem is. It's the mail servers for whatever email service we use. Froggys emails got lost on those email servers. You know, because there is nothing wrong with the support system the players have complained about since it was implemented.

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Hathore

Unregistered

20

Thursday, May 31st 2012, 3:32am

Hi there~

As was stated here:
***removed link to Nytefall's post, since threads were merged***

Somehow tickets were lost when the ingame ticket submission was disabled by the developers.
This was definitely NOT our intention, and if we have not yet helped someone in need who did submit a ticket a while back, they will be given the opportunity to respond to us.

I must say I was pretty surprised to see them in the queue, and a bit freaked out actually, until I saw how old they were and realized what was going on!

Our usual response time is actually 1-3 days, with certain issues taking a bit longer (billing, restorations etc), and there are even some of us who work on weekends as well, to ensure the majority of those that need their secondaries reset etc get the help they need.

Again, I am sorry this happened to you, and that we did not get to help you so long ago.

Hope you have a good day regardless!

~Hathore

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