13 replies to this topic

[Hawly]

Meh, I made a ticket 2 days ago, and I still got no answers.
How long does it really take to get an answer?

[Loyalty1]

Their staff is reduced during the weekend so, about 2-3 business days if you're lucky.

A few weeks if you're not.

[Hawly]

Their staff is reduced during the weekend so, about 2-3 business days if you're lucky.

A few weeks if you're not.

But! We are on the middleof the week! QQ

[Loyalty1]

Maybe you're not lucky. ;x

[olli1423]

yea same here my warportal account blocked (i dont know why) and i send a ticket 4 days ago but still no answer.
I realy like to play Rose but your support service make people leave

[Hawly]

Yeah, I have to say, the support service is kinda bad.

[Hawly]

So, I managed to find out my Warlock's email, but I still need the help of the Support team to bind my Rogue's account now. No answer yet ):

[Hawly]

I still didn't get an answer. Well, I think I just lost an account. GG WP.

[Calanor]

The support team is back logged still from 2 weeks ago. They are 3-4 days behind in tickets.

If you did not get a response to a ticket and you are checking your email, then you should click on the ticket link in the auto response that was sent and see if the ticket was updated but you just did not get the email response.

[orentis]

I am having this same problem! I have been trying to buy WP points so I can play iRO since Oct 24th, but my payment was denied. Why? I received an e-mail on the 25th that said there were "account verification issues", and I need to contact support. Well, what kind of issues? I don't know, because they never specified. Nor has the FAQ been of any help. They just told me to "contact support", which I have done (twice!), but have gotten no answers. I have heard nothing since October 24, and it is now October 29. There is no phone number where I can speak to someone directly, and this has become frustrating.

I'm now beginning to worry about identity theft and/or my account being compromised because of the "account verification issues" e-mail. But I can't get a hold of anyone to find out what exactly these "verification issues" are. For all the harping they do about the importance of protecting one from identity theft, they sure don't seem to care about responding to a possible issue in this regard. I realize that they appear to be back logged, but this is more than just a "zomg i acidentaly deleted somethin on my charcter plz halp!" kind of question. This involves my personal information and finances, and has now made me concerned.

iRO needs to go back to the other method of payment they had, and not deal with this "buying points" crap. I just want to play a beloved game that I have not played in many years, but I'm really considering against this now because of the poor customer support. I have played iRO on and off since at least 2004. I am a long-time customer, and I have never experienced such poor service, and I am very disappointed with the companies involved. Why did Gravity change their payment methods to WP? For easier transactions for their customers? I hate to break it to you, but it's not working. I'm hoping that I just decided to reactivate my account at a bad time, and that these problems are not typical. Gravity has always been wonderful in the past when I have needed them, so I'm very surprised at all this.

I hope I get a response soon because I don't know what else to do.

[Chucklet]

The only keyword with sending in tickets is patience. It does indeed take alot of time sometimes. In my experience however they usually answer the most important issues first, and usually find an answer before actually replying (but this are my own experiences).

I am currently involved in as issue concerning my alternate account that actually lost all of it's hourly subscription time (that was bugged before) and after alot of verifying on their end they actually admitted the fault was on their side and it seems I got some time refunded/reset. The issue is still not fixed as neither the hourly subscription nor the time expiring subscription show on the account page, so... But to make my point, another ticket send in minutes after that one (but about a minor unimportant issue), is still not answered (has been 5 days).
So they are probably back logged so much they even missed some important issues like the cases described above :S
But overall most of my experience with the support staff is great.

Just stay polite when sending in tickets (say please and thanks alot), I'm sure this actually helps your case, supply any and all information you may have, maybe add some screenshots of transaction history and or invoice #'s and wait for their reply. Keep in mind they are people, not robots... (altho Heim might be...)

Edited by Chucklet, 29 October 2010 - 08:27 AM.

[Loyalty1]

Just stay polite when sending in tickets (say please and thanks alot), I'm sure this actually helps your case, supply any and all information you may have, maybe add some screenshots of transaction history and or invoice #'s and wait for their reply. Keep in mind they are people, not robots... (altho Heim might be...)

Being an ass is actually faster sometime when it's Eric who answer tickets!

[Chucklet]

Being an ass is actually faster sometime when it's Eric who answer tickets!

Lol, so then the first post can be polite, and when it is Eric who replies... The choice is yours .

Anyway to get back on topic, today I have been able to close all my tickets (imo all was solved), and on average all my tickets get opened and closed in 4-5 days, the reply time varies greatly tho... From 1 to 5 days. I guess it depends ALOT on which departement you send your ticket to...

But, kudo's to the support teams (represented by Marc and Enrico for my last two tickets) in handling my bugged hourly subscription and other questions .

[orentis]

I just got a response and my problem has been solved. The guy - Antonio - was very nice and apologized for taking so long to respond I feel bad for complaining now, lol

So THANK YOU! Antonio for helping me out