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Support turn around time

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gstnet

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Tuesday, July 31st 2012, 9:05pm

Support turn around time

I ordered some dias with ultimate game card, and this time around I never got them. I submitted support request, but nothing happened today.

I am wondering what are the support waiting times you experienced related to billing questions. What are my chances or getting to buy some sale items in current promotion.

tkulu

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Tuesday, July 31st 2012, 9:27pm

Make sure you check your e-mail. One of the first things they do is send out a request for you to verify your account. If you don't respond in 72 hours, they close your ticket.

I have had excellent results and response times from all requests I have ever put in. Usually everything gets resolved within a couple of days. Billing issues seem to go a little faster. Tickets involving Hathore move very quickly :)

gstnet

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Tuesday, July 31st 2012, 9:52pm

I just got that email and i screwed up I think. I submitted reply in the support system, rather than just hitting reply in the email.

I wonder how this works. I submit support request. In the ticket I provide ALL kinds of information that only account holder would have or care to provide and half a day later I get this, what seems to be automated reply request. I say "seems to be" as I know, at least I think I know, that there is no support representative who would glance over my ticket and assume that I might not be "legitimate account holder".

Support / account / forum system should really be all merged into single account. The way things are now just seems messy.

gstnet

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Tuesday, July 31st 2012, 10:28pm

So few minutes after I replied to the "automated" email, the problem has been resolved and diamonds credited to my account resolved. Total time since I opened ticket was about 8 hours, not great, but not too bad ether.

Inferiority

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Wednesday, August 1st 2012, 12:17am

Quoted from "gstnet;561808"

Total time since I opened ticket was about 8 hours, not great, but not too bad ether.

Seriously? That's blindingly fast for RoM...
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erablazer

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Wednesday, August 1st 2012, 1:30pm

Quoted from "Inferiority;561818"

Seriously? That's blindingly fast for RoM...


Yeah, I think, in that respect; they have got a lot better.
Another paying customer on hiatus until some changes are made.

Aetherth

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Wednesday, August 1st 2012, 2:16pm

We don't have any official turnover time, as it can depend on a number of factors. In general we process all tickets asap, sometimes this can be instant, sometimes this can take a few days. If you ever feel like the wait is unreasonably long, you can contact a Mentor or a CM through PM on the forums to have your issue looked at.