how long does the support take to reply?

Tryxus · January 2016

When coffee break is over

WillhelmBlack · January 2016

Never had them get back to me.

Just a generic. "We assume the problem has been resolved" a couple days later.

Volkodav · January 2016

Does anyone realize that they must get soooo many emails that to answer them all right away it would take a very large group of people?
Every time I have had a problem,CS has gotten back to me within two days.That once was really fast.But I have never had a four day or even a week time period for a response.

omni2015 · January 2016

UrQuan wrote: »

They're supposed to reply in 1 business day. That doesn't mean that they actually will.

Of course if you accidentally did it as a bug report instead of a CS ticket you won't ever get a reply.

this

PURPLE245 · January 2016

well... i got the 1st email... and my issue had stil not been sorted i sent that on the 18th its now the 31st and nothing i would expect them to have replyed at this point it was the 25th they replied maybe i will get a email back sometime next moneht but i guess no eta on that

Elsonso · January 2016

PURPLE245 wrote: »

well... i got the 1st email... and my issue had stil not been sorted i sent that on the 18th its now the 31st and nothing i would expect them to have replyed at this point it was the 25th they replied maybe i will get a email back sometime next moneht but i guess no eta on that

You did respond to that first email, correct? Just as a rule, not necessarily specific in this case, one must be prepared to reply to every email, even if just to say "thank you, I await your response." They consider the matter closed after a certain amount of time. While I feel that a reply to a "closed" issue will always re-open it, if you are waiting for a response to an email that does not come, reply to it asking how things are going and tell them you are waiting for that reply.

If you are waiting for the initial reply, and it is taking days to get it, you can APPEND to your initial ticket by simply logging into the support web site and opening up the original ticket. You can add to it very easily in this manner and this should serve to get it back into the light. However... I would advise waiting a few business days (M-F) before poking them in this matter. If you do this daily, or hourly, you are just going to be annoying. You want your CS person to be happy and relaxed and not thinking of creative new uses for boiling pitch, with you playing a central role.

PURPLE245 · January 2016

oh i was just asking them is im actually getting me character back on the 1st email they did not say yes or no they just explained why it took them so long to reply i have had nothing telling me about recovering so im just not sure what is goin on im just goin to wait another week and if i dont heat anything i think im just goin to give up tbh i have emailed them a few times in the past and it only took them 2 days to reply its the 1st time this has happened to me

ForsakenSin · February 2016

Well im having problem with my character at vet 16 that i suspect has been nerferd ever since i went to PVP area .. to keep it short at vet 8 i was doing crystal frag damage 8K-9k sometimes more with crap green armor... and now now at vet 16 outside of PVP area and better armor and molag kena shoulder i just managed to get 8k crystal frag damage before i was stuck at 6.2k crystal frag damage.

Anyways i send a report on Monday so 4 days and only generic reply and until now nothing , ive been sending replies every day with what i tired to do to fix it respec , cp better armor ect .. i understand they are busy i just wish they would answer something.. until then i will try to find out what went wrong.

Volkodav · February 2016

PURPLE245 wrote: »

well... i got the 1st email... and my issue had stil not been sorted i sent that on the 18th its now the 31st and nothing i would expect them to have replyed at this point it was the 25th they replied maybe i will get a email back sometime next moneht but i guess no eta on that

It says in the email they send you that if you do not get back to them they will consider the issue closed.

altemriel · February 2016

for me it was one, two weeks max

Bofrari · February 2016

Working as intended / No eta

I_killed_Vivec · February 2016

Last time I submitted a request I never received an answer...

But I did get an email asking me to comment on how customer services had processed my submission.

Oldmanlawlor · February 2016

I waited 21 days for a response before, and my ticket was about ESO plus. So they don't seem to 'favour' and kind of tickets.

PURPLE245 · February 2016

well it took about a months and a half for them to say they cant.........

Robbmrp · February 2016

It really depends on the situation at hand and if it was reported through the correct process. I recently dealt with Support on a issue I had within the game and after the initial generic email I received and replied to, Support helped and was able to resolve the issue within 24 hours(after my reply to generic email) for me.

Inarre · February 2016

I had a response in 24 hours for three tickets in the last month. One of these required a gm to log in and manually replace items that disappeared due to a glitch, and that took less than 48 hours.

Overall im very happy with support. Not to say others cant have bad experiences, just that the ones ive had have been good so far

coolermh · February 2016

They reply...?

Volkodav · February 2016

I have had no problems whatsoever with them getting back to me.The longest was 2 days,..the shortest was within 5 hours.
So,it's odd to me that everyone cant seem to get a reply.

Haxnschwammer · February 2016

Last time I had a request I lost about 100k... Put some golden Glyphs in guild store, checked
the prices to make sure I didn't screw up and logged off. Next day I got mail with the gold from
the sold stuff. 27 gold each. A guild member took all of them and put them in store again.

Never got a response. Even when I asked again a couple of times, never got an answer.