Once again we are closing in on a month (461130) which is completely unacceptable for the worlds most expensive game, especially when the lost money due to your wacky code could have bought me a bunch of AAA products.
Initial reply was fast and then it died completely despite reaching out.
I cannot articulate this enough - I don’t care about some F2P dude getting support, have a dedicated support team for those, this is a business so they are in fact less important. It is unreasonable that paying customers, highly paying customers for that matter, gets treated like this.
[Moderated: Removed rule violation]
4 Likes
If the support team would be as fast as the moderation team on forum 
But agree, and maybe even worse, they don’t seem to care
6 Likes
Ya, I’m in the same boat, I have a couple tickets open, haven’t had any news on them in many weeks now… MindArk, this is not acceptable
3 Likes
Yup smaller teams communicate and complete support tickets far faster with more population… IDK how we can sustain more population if this is the support we’re offering. Probably why so, many vacated.
2 Likes
Weirdest part is sometimes it is instant resolution in a good way. It feels like support team is 5 people. 4 of them will open your message and leave you on read while one guy will do his best.
I would really like to see how support works because it seems like both the crew and the tools they are using are terribly inefficient. They have had a backlog for years.
Don’t know if it is outsourced or not but why not give the support team free overtime with reasonable overtime rates? This all creates so big cracks in our trust towards MindArk and how we are able to enjoy the game.
God damnit I’ll volunteer a week of my vacation to come solve the backlog for you guys.
3 Likes
ill be honest ive thought many times on saying this exact thing heck ill help out and go through support tickets and fix what we need fixed… reimburse things that are legit etc… like its not hard…but, yea theres time ill get a response fast asf then other take months n months XD and discord/forum channels all fall on dead ears it seems unless ur part of the “select few”
Using this thread to kindly ask once again if my support tickets can have some attention, some i have been waiting for a reply for over a year.
#449893 – 383 days waiting for a reply
#450747 – 353 days waiting for a reply
#456808 – 167 days waiting for a reply
#457318 – 153 days waiting for a reply
#458958 – 104 days waiting for a reply
#461118 – 44 days waiting for a reply
#461373 – 39 days waiting for a reply
1 Like
Typically when people complain about long support times, then they share what they are asking, it becomes clear why it takes so long
I had 3 problems after the latest Patch
Wrote support and withing a few days I got the answers and solutions.
So far no complains about support from me.
Still, no matter what the case is about, any reply should be expected. Solving can take longer, but then you atleast know the ticket has been received.
2 Likes
Well there are different ones yes. I have filed a claim for compensation which was supposed to be investigated a day or whatever later. My track record on support cases regarding compensation is close to 100% (I believe there was one instance when I had missed some ammo conversion or whatever) so they are legit.
If they don’t intend to, then communicate that. If they do intend to, then do so. This is ridiculous.
Again, worlds most expensive game. I bet there are indie F2P games with bigger player base and faster support times.
Some guy has been waiting months to get his claw upgraded. Sure, if the support case is a report that they can copy paste and answer and then ignore it will be fast
Support case keeps getting read but not resolved, maybe there is hope.
Heard a few others got older cases sorted out this past week so gonna keep my fingers crossed that it is my turn soon.
