I get that things are busy with the Ascendancy update but I've had two tickets with support open with no response since the end of last month/beginning of this month (18 and 20 days now). I don't have a lot of experience with what to expect from Frontier but 20+ days seems a bit excessive. Is this a usual response time for Frontier Support or is there no helpdesk on staff any longer at Frontier?
Frontier Support response times?
- Thread starter Taranava
- Start date
i also posted recently about my own similar situation here--> https://forums.frontier.co.uk/threads/pp-vs-squadron-membership.629738/#post-10485283
Before the 'Ascendency' update , my Customer Suppor ticket was replied & resolved within 48 hours. I'm going to guess they are just severely overwhelmed AND most of the new post-update tickets ( including mine ) are actually widespread BUGS they're planning to fix with the next patch , in which case there's probably no need to respond to such tickets yet.
Just a guess though.
Planet Coaster 2 was released on November 6th.
... and it's very very buggy!
rootsrat
Volunteer Moderator
It's not buggy, it lacks some features that PC1 had and that's what most people complain about. There are bugs of course, like with any other game our there, but it's not anything above what you'd usually expect.
I'd just bump them and ask for a response. They used to have a banner on the website with the expected response times, but that seems to have vanished ...
(Or else you raised issues in the issue tracker, in which case you will get no response - that's quite common)
(Or else you raised issues in the issue tracker, in which case you will get no response - that's quite common)
22 Pages of confirmed bugs, and another 80 pages of reported issues, disagree: https://issues.frontierstore.net/reported-issues/planet-coaster-2
For some context: ED has 15 pages of confirmed bugs, and 55 pages of reported issue.
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I had been asking for an update with each week that has passed and there has been no response at all. I don't mind waiting but some sort of acknowledgment that the issue is being looked at would save a lot of frustration here, especially with the issues that have prevented progression in the game.
As i mentioned in my reply above ^^ ( not sure if you saw it ) , i was told by FDevelopers that they are indeed "aware" of the issues. It's probably not possible, nor proper, for them to go responded to each & every individual player email query continuously just to say "acknowledged" or whatever. Instead, at least from what i've been told by those closer to the situation, is that initial auto-reply official email = their acknowledgement.
But i agree with you, 2+ weeks without a more tangible/workable response is in my opinion a bit extreme , even for what is essentially a free-to-play game.
Yes I saw it but I also I respectfully disagree. An auto reply is not an acknowledgement, it's an out-of-office response. That sort of thing is good for a day or two but not for three plus weeks. It is indeed proper, possible, and expected when a support ticket is opened that it is responded to in a timely manner. There is no help desk metric in which leaving a support tickets unanswered and unresolved is considered acceptable in any industry.
Elite Dangerous has been far from free to play. I've paid for copies of the game and its various expansions on Xbox, PlayStation, and three times on PC, not to mention bought cosmetics for each, I've bought and read the books as well as most recently purchased the Type 8 Stellar and Mandalay Stellar. I've even purchased the game for friends. I am sure there are plenty of people like me in this community who have done similar. Ultimately, Elite Dangerous is a live service game, which relies on player engagement to survive. How long will players stay engaged and continue to support something when their customer support requests go unanswered, especially when they are unable to progress within the game due to game stopping issues?
I have a ticket from uh..
2019
It hasn't been replied to yet.
2019
It hasn't been replied to yet.
i think we're actually in total agreement lol , but np sometimes it's tricky on forums
yeah i think what they meant was: Once the auto-reply gets sent , it signifies the issue is now officially in their system ( as in, eyeballs of humans have seen it , but maybe just can't deal with it yet cuz of other priorities or cuz it's part of a larger more widespread situation or whatever )
Well, i chose the word "essentially" for a reason and i also put the word "free" in italics. Perhaps what i should've said instead was: Free-To-PAY
In any event, again i believe we're sorta expressing the same frustration but just in different ways & from different perspectives.
I'll be a bit more blunt though: i'm def. not happy that my own Ticket is still in limbo 2+ weeks later. And i've also noticed, over past 6 months since i first joined ( purcha$ed ) EliteDangerous , how, for whatever reason, it's very rare seeing ANY developers/representatives communicate here on these forums much at all.
Maybe they just figure the monthly LiveStream is sufficient? /shrug
That's not great if it's been left as an open request for that long. I have to say this experience has made me second guess any future purchases. It's disappointing and I sincerely hope they would in the future see the value of customer experience.
Perhaps if one were to report an issue of an issue with an issue they had... ugh now my head hurts.