Turn around times on Support tickets?

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I have two 11 day old tickets that have not moved beyond the "New" Status. I was wondering if anyone knows what the typical turn around time is on tickets? Also, what's the deal with "Request GM Help"? Do GM's actually respond to these for anyone? I have used it a couple of times in the past (once since going live) and after literally days of time elapsing they've received no responses - i closed my live one after several hours as i couldn't be bothered waiting days for no response.

Has anyone had positive CS experiences with these features making me the odd one out or is it just how Cryptic does things? I remember my tickets early on in CoH getting responses.

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Tons of people are playing and submitting issues right now. No company, not just Cryptic, can afford to staff for the peak at a new product launch, it just isn't cost effective.

Also, when a game first launches there are bound to be bugs, much more than after it is around for a bit. While that doesn't help you right now, I can promise you that things will be better after launch, as the number of issues and people decrease and as the game becomes more stable.

Take it from the guy who has run an MMO CS team before :)

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In other words my issues aren't important enough to even bother looking at. Nice. Guess i will just have to try and be more patient.

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For some reason it seems to be the norm, surprisingly you are more likely to get an answer to your issue on the forums than from someone from CS. Had a Billing Support Ticket since the first part of the month, closed it today and still no response when i closed it. Hopefully you will have better luck.

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No F'ing Excuse.
We have payed hard earned money for this and waiting over a week to get support is total crap.
If they cant handle the responsibility they shouldnt be enjoying the profits from taking our money.
I have emailed multiple times and got nothing back- I have wasted so almost 1/2 of my first month not being able to get on and get no support. Its nonsense.

What would you say if you went to a new restaurant, paid the bill before you ate, and was then told that because its so popular they don't have any food right now so you'll have to just wait until next week to eat?

Yeah its the same damn thing.

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Don't get me wrong, i was posting as an ask a question and get answered based on others feedback. I wasn't really wanting to turn this into a bash Cryptic thread. I admit i'm quite annoyed at the seeming lack of CS, but i also understand they're busy.

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I believe the 'Report Spam' function issues a ticket each time it's used. How many spammers have there been? How many people in that zone clicked 'Report Spam'? That's a lot of fraggin' tickets.

I know how you feel. I've got tickets that say 'Processed' but don't actually fix anything, so don't hold your breath for a miracle. Just give 'em a break. They'll get to it. And if they don't get to it fast enough for you, then you can go outside and play, or watch a movie, download Sherpa porn, or whatever floats your boat. :)


Z

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What would you say if you went to a new restaurant, paid the bill before you ate, and was then told that because its so popular they don't have any food right now so you'll have to just wait until next week to eat?


It's more like, you paid good money to see a football game, why won't your teams coach listen to YOU.

They'll find a balance especially as bugs get fixed, but I think atm they're still overwhelmed.

...

Support times vary wildly, I've had things looked at the same day while others are still open after a few weeks but my tickets are bug related rather than requiring individual assistance so from my point of view it's not really an issue.

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I remember even Everquest, before the verant buyout and subsequent outsourcing to India, had at least 1 GM for every one of its 40+ servers, plus a team of roving GMs, a separate team of Email/Forum support GMs, and 24/7 coverage by at least one GM in the chat room. Add in volunteer CS Guides (10-15 per server was not unusual) and unless you played at really weird hours or didn't log in very often, most issues were resolved within a day or two. Again, 40 something servers. This game has ONE server (and, btw, charges 50% more money monthly than EQ did at the beginning)

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Well the best support system i've dealt with was UO's I liked the system, it worked well and you actually dealt with someone that took your issue seriously and did what they could to help. WoW's (GM response) system is similar to UO's except it's more corporate and still has a reasonable response time in my experience.

Unfortunately my CO/STO experiences would have to rank as the worst from a CS standpoint, i've played MMO's through from UO to this so i have seen some bad ones, but this ranks worst.

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I got a response today from a 2/10 ticket....It told me to seek out help on the forum... Great, thanks guys.