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Trouble Ticket response time of 3 days???!

burt

12/8/2011 1:53:00 AM

I haven't turned in a ticket for several years. They used to respond
within an hour or so, and often faster.

Last night I turned in a trouble ticket, asking if Pit of Scales is
bugged (see separate post on that question). When I looked at the
expected wait time it said "2 days, 21 hours"

Huh??? Has it really gotten that bad???

FWIW, it has now been roughly 20 hours and I have not heard back, so it
really might be that bad. Clearly this is no longer something they
respond to in-game...

--
- Burt Johnson
MindStorm, Inc.
http://www.mindstorm-inc.com/sof...
13 Answers

Matthew

12/8/2011 3:04:00 AM

0

average ticket that is not harassment hacking or trouble shooting is
3-7days now

"Burt Johnson" <burt@mindstorm-inc.com> wrote in message
news:1kbx2vw.q4yllc13b1tkwN%burt@mindstorm-inc.com...
>I haven't turned in a ticket for several years. They used to respond
> within an hour or so, and often faster.
>
> Last night I turned in a trouble ticket, asking if Pit of Scales is
> bugged (see separate post on that question). When I looked at the
> expected wait time it said "2 days, 21 hours"
>
> Huh??? Has it really gotten that bad???
>
> FWIW, it has now been roughly 20 hours and I have not heard back, so it
> really might be that bad. Clearly this is no longer something they
> respond to in-game...
>
> --
> - Burt Johnson
> MindStorm, Inc.
> http://www.mindstorm-inc.com/sof...


burt

12/8/2011 6:01:00 AM

0

Matthew <iamacatslaveand@proudtoserve.com> wrote:

> average ticket that is not harassment hacking or trouble shooting is
> 3-7days now

Wow! Seems we aren't paying them enough to actually provide any
support, huh?

>
> "Burt Johnson" <burt@mindstorm-inc.com> wrote in message
> news:1kbx2vw.q4yllc13b1tkwN%burt@mindstorm-inc.com...
> >I haven't turned in a ticket for several years. They used to respond
> > within an hour or so, and often faster.
> >
> > Last night I turned in a trouble ticket, asking if Pit of Scales is
> > bugged (see separate post on that question). When I looked at the
> > expected wait time it said "2 days, 21 hours"
> >
> > Huh??? Has it really gotten that bad???
> >
> > FWIW, it has now been roughly 20 hours and I have not heard back, so it
> > really might be that bad. Clearly this is no longer something they
> > respond to in-game...
> >
> > --
> > - Burt Johnson
> > MindStorm, Inc.
> > http://www.mindstorm-inc.com/sof...


--
- Burt Johnson
MindStorm, Inc.
http://www.mindstorm-inc.com/sof...

Catriona R

12/8/2011 10:57:00 AM

0


On Wed, 7 Dec 2011 17:52:33 -0800, burt@mindstorm-inc.com (Burt
Johnson) wrote:

>I haven't turned in a ticket for several years. They used to respond
>within an hour or so, and often faster.
>
>Last night I turned in a trouble ticket, asking if Pit of Scales is
>bugged (see separate post on that question). When I looked at the
>expected wait time it said "2 days, 21 hours"
>
>Huh??? Has it really gotten that bad???
>
>FWIW, it has now been roughly 20 hours and I have not heard back, so it
>really might be that bad. Clearly this is no longer something they
>respond to in-game...

They're probably flooded atm, there was a patch last week and a new
pvp season this week so it's not surprising if it's a bit slow. The
other poster saying 3-7 days is talking rubbish though, that's
definitely not standard service.
--
EU-Draenor:
Sagart (85 Undead Priest) Tairbh (85 Tauren Druid)
Buinne (85 Troll Shaman) Eilnich (85 Blood Elf Warlock)
Ruire (84 Blood Elf Paladin) Balgair (80 Human Rogue)
Dubh (77 Orc Death Knight) Rosad (73 Human Warlock)

Matthew

12/8/2011 2:25:00 PM

0


"Catriona R" <catrionarNOSPAM@totalise.co.uk> wrote in message
news:9kbjfaFjamU2@mid.individual.net...
>
> On Wed, 7 Dec 2011 17:52:33 -0800, burt@mindstorm-inc.com (Burt
> Johnson) wrote:
>
>>I haven't turned in a ticket for several years. They used to respond
>>within an hour or so, and often faster.
>>
>>Last night I turned in a trouble ticket, asking if Pit of Scales is
>>bugged (see separate post on that question). When I looked at the
>>expected wait time it said "2 days, 21 hours"
>>
>>Huh??? Has it really gotten that bad???
>>
>>FWIW, it has now been roughly 20 hours and I have not heard back, so it
>>really might be that bad. Clearly this is no longer something they
>>respond to in-game...
>
> They're probably flooded atm, there was a patch last week and a new
> pvp season this week so it's not surprising if it's a bit slow. The
> other poster saying 3-7 days is talking rubbish though, that's
> definitely not standard service.
> --

Maybe on your side I reported 2 weeks before the 4.3 patch not
recieveing Valor points for BH took 5 days to get a response Sorry NOT
RUBBISH Same thing happened to several people in that raid. They were
answered about the same time one was 7 days. I have friends that are GM
that did not even help it is all the matter of what is in before you and
what is going on at that moment for the GMs

Before 4.2 it used to be anywhere from 14 hours to 3 days. Yes it is not
standard service it is lack of service



> EU-Draenor:
> Sagart (85 Undead Priest) Tairbh (85 Tauren Druid)
> Buinne (85 Troll Shaman) Eilnich (85 Blood Elf Warlock)
> Ruire (84 Blood Elf Paladin) Balgair (80 Human Rogue)
> Dubh (77 Orc Death Knight) Rosad (73 Human Warlock)


Catriona R

12/8/2011 2:40:00 PM

0


On Thu, 8 Dec 2011 09:24:53 -0500, "Matthew"
<iamacatslaveand@proudtoserve.com> wrote:

>
>"Catriona R" <catrionarNOSPAM@totalise.co.uk> wrote in message
>news:9kbjfaFjamU2@mid.individual.net...
>>
>> On Wed, 7 Dec 2011 17:52:33 -0800, burt@mindstorm-inc.com (Burt
>> Johnson) wrote:
>>
>>>I haven't turned in a ticket for several years. They used to respond
>>>within an hour or so, and often faster.
>>>
>>>Last night I turned in a trouble ticket, asking if Pit of Scales is
>>>bugged (see separate post on that question). When I looked at the
>>>expected wait time it said "2 days, 21 hours"
>>>
>>>Huh??? Has it really gotten that bad???
>>>
>>>FWIW, it has now been roughly 20 hours and I have not heard back, so it
>>>really might be that bad. Clearly this is no longer something they
>>>respond to in-game...
>>
>> They're probably flooded atm, there was a patch last week and a new
>> pvp season this week so it's not surprising if it's a bit slow. The
>> other poster saying 3-7 days is talking rubbish though, that's
>> definitely not standard service.
>> --
>
>Maybe on your side I reported 2 weeks before the 4.3 patch not
>recieveing Valor points for BH took 5 days to get a response Sorry NOT
>RUBBISH Same thing happened to several people in that raid. They were
>answered about the same time one was 7 days. I have friends that are GM
>that did not even help it is all the matter of what is in before you and
>what is going on at that moment for the GMs
>
>Before 4.2 it used to be anywhere from 14 hours to 3 days. Yes it is not
>standard service it is lack of service

In that case, you were unlucky and got a bad day, when perhaps a lot
of things had gone wrong and so the GMs were overloaded. It's
certainly not usually like that. 1 hour to 24 hours is the normal
expected time.
--
EU-Draenor:
Sagart (85 Undead Priest) Tairbh (85 Tauren Druid)
Buinne (85 Troll Shaman) Eilnich (85 Blood Elf Warlock)
Ruire (84 Blood Elf Paladin) Balgair (80 Human Rogue)
Dubh (77 Orc Death Knight) Rosad (73 Human Warlock)

Mac

12/9/2011 7:27:00 PM

0


"Catriona R" <catrionarNOSPAM@totalise.co.uk> wrote in message
news:9kc0hmFpjqU1@mid.individual.net...
>
> On Thu, 8 Dec 2011 09:24:53 -0500, "Matthew"
> <iamacatslaveand@proudtoserve.com> wrote:
>
>>
>>"Catriona R" <catrionarNOSPAM@totalise.co.uk> wrote in message
>>news:9kbjfaFjamU2@mid.individual.net...
>>>
>>> On Wed, 7 Dec 2011 17:52:33 -0800, burt@mindstorm-inc.com (Burt
>>> Johnson) wrote:
>>>
>>>>I haven't turned in a ticket for several years. They used to respond
>>>>within an hour or so, and often faster.
>>>>
>>>>Last night I turned in a trouble ticket, asking if Pit of Scales is
>>>>bugged (see separate post on that question). When I looked at the
>>>>expected wait time it said "2 days, 21 hours"
>>>>
>>>>Huh??? Has it really gotten that bad???
>>>>
>>>>FWIW, it has now been roughly 20 hours and I have not heard back, so it
>>>>really might be that bad. Clearly this is no longer something they
>>>>respond to in-game...
>>>
>>> They're probably flooded atm, there was a patch last week and a new
>>> pvp season this week so it's not surprising if it's a bit slow. The
>>> other poster saying 3-7 days is talking rubbish though, that's
>>> definitely not standard service.
>>> --
>>
>>Maybe on your side I reported 2 weeks before the 4.3 patch not
>>recieveing Valor points for BH took 5 days to get a response Sorry NOT
>>RUBBISH Same thing happened to several people in that raid. They
>>were
>>answered about the same time one was 7 days. I have friends that are GM
>>that did not even help it is all the matter of what is in before you and
>>what is going on at that moment for the GMs
>>
>>Before 4.2 it used to be anywhere from 14 hours to 3 days. Yes it is not
>>standard service it is lack of service
>
> In that case, you were unlucky and got a bad day, when perhaps a lot
> of things had gone wrong and so the GMs were overloaded. It's
> certainly not usually like that. 1 hour to 24 hours is the normal
> expected time.
> --
> EU-Draenor:
> Sagart (85 Undead Priest) Tairbh (85 Tauren Druid)
> Buinne (85 Troll Shaman) Eilnich (85 Blood Elf Warlock)
> Ruire (84 Blood Elf Paladin) Balgair (80 Human Rogue)
> Dubh (77 Orc Death Knight) Rosad (73 Human Warlock)

I recently put in a ticket and was given a wait time of 2 days and 16 hours.
Within 10 minutes I had a GM whisper me. Unfortunately I was running a PUG
dungeon and told the GM I was a bit busy. The GM then marked my ticket as
resolved and sent me their survey to fill in. Grr.. I put in a second ticket
and it's been 2 days and still no reply. Not the best service I've
received...but i like to keep the faith :o)

ald

12/10/2011 2:51:00 AM

0

On Fri, 9 Dec 2011 19:26:31 -0000, "me@home.com" <me@home.net> wrote:

>I recently put in a ticket and was given a wait time of 2 days and 16 hours.
>Within 10 minutes I had a GM whisper me. Unfortunately I was running a PUG
>dungeon and told the GM I was a bit busy. The GM then marked my ticket as
>resolved and sent me their survey to fill in. Grr.. I put in a second ticket
>and it's been 2 days and still no reply. Not the best service I've
>received...but i like to keep the faith :o)

A 10-minute response is "not the best service"?!? I hardly blame the
GM if you said, in effect, that your problem wasn't important enough
for you to talk to them. FWIW, when I submitted the ticket I mentioned
up-thread, I got a response in about 20 minutes, on Patch Day
nonetheless, while on a different toon and trying to heal and run a TB
raid. I also mentioned that I was a bit busy, but not too busy to talk
to them.

While the issue is still not resolved to my satisfaction (although
it's become a non-issue, I now have all levels of flying on all
toons), I was very satisfied with the GM's response. They put up with
my intermittent attention until TB was over, then spent more time than
I spent waiting verifying my problem, even logging onto my toon while
I was still on the other one on the same account (I didn't know they
could do that) to make sure I was checking prices in Stormwind and not
Dalaran ;-) IMNSHO, you have to respect their time, same as you expect
them to respect yours.

--
ald
reply via email to ald_007_1999 at yahoo dot com

Tigero

12/10/2011 11:08:00 AM

0

Try posting on the support page at battle.net
Much faster than in-game and a GM is attending those tickets

| || ||| ||||| || |

12/10/2011 11:55:00 AM

0


"ald" <103175.3500@compuserve.com> wrote in message
news:71h5e7t6iu6cjc86knohhrc73b6te13jhp@4ax.com...
> On Fri, 9 Dec 2011 19:26:31 -0000, "me@home.com" <me@home.net> wrote:
>
>>I recently put in a ticket and was given a wait time of 2 days and 16 hours.
>>Within 10 minutes I had a GM whisper me. Unfortunately I was running a PUG
>>dungeon and told the GM I was a bit busy. The GM then marked my ticket as
>>resolved and sent me their survey to fill in. Grr.. I put in a second ticket
>>and it's been 2 days and still no reply. Not the best service I've
>>received...but i like to keep the faith :o)
>
> A 10-minute response is "not the best service"?!? I hardly blame the
> GM if you said, in effect, that your problem wasn't important enough
> for you to talk to them. FWIW, when I submitted the ticket I mentioned
> up-thread, I got a response in about 20 minutes, on Patch Day
> nonetheless, while on a different toon and trying to heal and run a TB
> raid. I also mentioned that I was a bit busy, but not too busy to talk
> to them.
>
> While the issue is still not resolved to my satisfaction (although
> it's become a non-issue, I now have all levels of flying on all
> toons), I was very satisfied with the GM's response. They put up with
> my intermittent attention until TB was over, then spent more time than
> I spent waiting verifying my problem, even logging onto my toon while
> I was still on the other one on the same account (I didn't know they
> could do that) to make sure I was checking prices in Stormwind and not
> Dalaran ;-) IMNSHO, you have to respect their time, same as you expect
> them to respect yours.

If they wanted to stay in the PUG instead of talking to the GM I can see why the GM lost
interest, but not why it was marked complete.
A couple of minutes to politely disengage from the PUG seems appropriate, depending on
role and circumstance
Much faster than scheduled response also indicates it isn't the first come first served
we are told.
that could be explained e.g. gm not in pool, assigned looking for instances of a
particular bug
...except then it should have gone back in the ticket queue

Either way 2-3 days is plain silly response time, unless they know the bulk of their long
subscription players play nearly every day. A weekend player would be looking at next
weekend or the next to get a response.


burt

12/10/2011 7:35:00 PM

0

| || ||| ||||| || | <|||||||||||||||||||||> wrote:

> Either way 2-3 days is plain silly response time, unless they know the
> bulk of their long subscription players play nearly every day. A weekend
> player would be looking at next weekend or the next to get a response.

The response took close to 3 days to receive, which is what the wait
queue said was the time. To that extent, at least the queue indication
was correct.

The response came via email to my personal email address though, not
in-game. I assume that they use that approach if you are not online
when they get to you. It is obviously not reasonable to expect anyone
to stay in-game for 3 days, waiting for a response...

It could also be that email is used when the response is a simple "yep,
we screwed up and know about the bug. You're stuck until we issue a bug
fix."

This last patch sure seemed to break a lot of things. Not only all the
addons, but a lot of WoW's quests. I have hit 3 quests in the 80+ range
that are clearly bugged.

--
- Burt Johnson
MindStorm, Inc.
http://www.mindstorm-inc.com/sof...