Warrior General Games

I have been sitting on one for 3 weeks now which I would think is ample time for someone to look at support tickets. If I am wrong, then I apologize. Maybe I am naive and this game is no longer supported.

Originally posted by Frenna
I have been sitting on one for 3 weeks now which I would think is ample time for someone to look at support tickets. If I am wrong, then I apologize. Maybe I am naive and this game is no longer supported.
Nowadays it's taking longer and longer. Last season it took a week max-ish and this season it's taken longer than that. I guess they just don't pay attention to GLB1's tickets as much. :/

While I've never had this issue here (yet), I have had this issue in other on-line games. My solution was to resend the ticket every week if no action was taken... OR if they weren't kind enough to dignify my ticket with a reply... even if that reply was 'no issue/no action taken'. At least then I knew live people were manning the desk at least once a week. Unlike Facef*ck which has NO support what-so-ever... nothing. Their problem solver is Helen Waite. All issues can go to her.

Re-submit it.

Or PM the Admins about it until they reply.

What's the issue though? We probably can't help, but there's always that slim chance that we can.

This post reminded me to check on the status of a recent bug ticket I submitted (since there isn't an automated PM when a response is posted). Going on 1 week without a response. Good thing it isn't the offseason yet, when support really gets busy.

support is not perfect and requests can slip through the cracks.....they do generally try though, even if its sometimes slower than we prefer.

euchrid responded immediately and was very helpful. Just wanted to tell them thank you for your help publicly and this thread can be locked.

I should probably add, since it was brought up here - submitting multiple Support tickets doesn't help us respond to an issue an more quickly, it just means there are a few more tickets to mark 'complete' when the original message has been addressed.
If you PM one of us about a Support issue, we forward that PM to the Support inbox. (Not that we're not happy to answer questions, but if PMing an Admin directly was a valid way of 'cutting in line', too many people would do that.)

Originally posted by euchrid
I should probably add, since it was brought up here - submitting multiple Support tickets doesn't help us respond to an issue an more quickly, it just means there are a few more tickets to mark 'complete' when the original message has been addressed.
If you PM one of us about a Support issue, we forward that PM to the Support inbox. (Not that we're not happy to answer questions, but if PMing an Admin directly was a valid way of 'cutting in line', too many people would do that.)

Okay, then, euchrid, if a user submits a Support ticket and a week goes by with no response at all, what is the correct next step for the user to take? Mods have made it clear in the past that starting a thread about it in GLB Main is a Certified Bad Idea, and you just said that the user shouldn't start a second Support ticket and shouldn't PM an Admin about it. Soooooo... what should they do instead? Smoke signals? Sky-writing? Telegram? Hire a plane to tow an ad banner over the skies of Portland to get Bort's attention? Perhaps sending a message by carrier pigeon?

If you don't want people to start threads, open extra Support tickets, or PM Admins, then perhaps it would be a good idea for Support to answer tickets in a timely fashion so that users aren't tempted to do things like... well... starting threads, opening extra tickets, or PMing Admins.

Just a thought.

It never takes them more than about 12 hours to respond to my tickets.

Of course I always send 3 at a time so...


Seriously...some of you are really, really doing this wrong.

I had one that took 2 weeks and was "checked" off but never ever responded too via PM.

Its now been 5 weeks

Originally posted by Novus

If you don't want people to start threads, open extra Support tickets, or PM Admins, then perhaps it would be a good idea for Support to answer tickets in a timely fashion

Well, duh. We do what we can to address everything that comes our way in as timely a manner as we can. And I know people are still going to send in duplicate tickets, start threads, etc. because they always do (the same way folks seem to love sending in team move requests after teams have been moved). I only meant to point out (again) that those things do not make it easier for us to address an issue or help us to answer messages more promptly.

Originally posted by euchrid
Well, duh. We do what we can to address everything that comes our way in as timely a manner as we can. And I know people are still going to send in duplicate tickets, start threads, etc. because they always do (the same way folks seem to love sending in team move requests after teams have been moved). I only meant to point out (again) that those things do not make it easier for us to address an issue or help us to answer messages more promptly.

You dodged the most important part of my post. I'll ask again:

Originally posted by Novus
Okay, then, euchrid, if a user submits a Support ticket and a week goes by with no response at all, what is the correct next step for the user to take?

Why did you ignore my advice? I have stated my method is always effective because it is.