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How tickets are answered

motaviamotavia Posts: 39Approved Member Beginner
edited July 2016 General
Hi, I just have a question about the dekaron support, because I don't understand how they seem to randomly decide which tickets to reply to fast, and which to not. Because I submitted two tickets for different issues. I left a lot of pertinent info on both tickets, and one of the tickets was answered fast, in fact I even got a second reply. But the other ticket still has not been answered, and I don't understand why it is like this.  The first ticket was submitted around the same time as the first one, but it was answered days ago.. And the one they answered was actually submitted after the one they didn't answer yet. And the frustrating thing is that it was the less urgent ticket. Shouldn't account support be given some priority? I'm grateful that the first ticket actually had a pretty quick response, but it's really annoying why the other one is still unanswered when it was more urgent and is confusing me and I am thinking something is wrong with the ticket or something to cause this..

And why in god's name does the forum not have a history? Why can you only see the, like, last 10 topics?

Comments

  • PappyPlayPappyPlay Posts: 293Approved Member Intermediate
    I agree, the support ticket response is really "helter-skelter".  If they DO have a way of prioritizing responses, it's definitely not apparent to me at least.  I have submitted tickets for "disconnect", "missing characters", and "login" problems, some since "day 1".  And some of those were submitted at their generic request.  I have received resolution on one of them (missing characters), but have only had, at the most, generic replies of "we're aware there are some problems" and "we're working on it" to SOME of the others.  While I'm aware they have been diluged with tickets, there are likely a large number that involve a couple  of common problems - connection issues and login problems.  (I've not been able to get solidly logged into the game since the transfer....and have only been able to login once.)

    As for the Forum problem you mentioned, yes, it's definitely not like Nexon's Forums where you could do your own research.  But one way around it (sort of) is to "bookmark" any postings that interest you. (Click on the posting's "star" icon to automatically bookmark it.)
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