Support tickets, are these functioning yet or am i wasting time?

wanszai

W
So i raised a support ticket almost 3 weeks ago, it has yet to be even looked at as for as i can tell.

Do you guys know if frontier have any sort of estimate? I know most companys quote 24 to 48 hours but almost 3 weeks seems beyond a joke!

Id call it extremely poor customer service but that would imply ive had some sort or service...

PS.

Already posted in the support section but it seems thats monitored as well as the tickets.

Anyway, just wondering if they read/respond to the tickets are should i just go scream down the toilet and expect a similar silence?
 

Titus Balls

Titus Balls
I have 4 tickets outstanding, and I've posted in the support forum - yet nothing has been dealt with, still sitting at "New" status.

I've gone to posting on here in at least the hopes someone at FDEV will see they have broken missions and background simulations at the moment.
 

AnnuverScotinExile

AnnuverScotinExile
There is no doubt that the system is technically working.

The impression that I get is that they are overwhelmed with the number of tickets - just not enough support people.

I suspect that many, perhaps most, tickets are duplicates. And, based on the "quality" of many of the posts in here, I suspect that many are so vague, imprecise, or badly worded, as to be close to useless. So the best way to help FD is to ensure that you give good details, fully explaining the issue, and that you give steps to reproduce if possible (and a video if you have it). And then you still may have to wait ages.

I must have raised over 50 tickets during the alpha and beta phases. At least half of those got no reply.
 
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FX2K

FX2K
I have a sales ticket about buying a copy of the game for a friend which has been sat there for a few weeks now.
I asked on the forums and MB suggested I open a ticket, LOL.

I would have thought they would jump on sales enquiries, guess not.
 

vjek

V
They have over 31,000 tickets opened in 5 weeks since launch. They're not going to catch up any time soon.
 

babelfisch

babelfisch
The ticket system is not in place for people to report that they think the background simulation is broken or because they took a rep hit for being unable to complete a mission. Sadly there are most likely 10 thousands of redundant tickets while a quick forum search would have told you that your problem is already known or could be fixed easily by adepting to game mechanics. I don't think that support is not working, but I think that unnecessary tickets are the problem.
 

Lestenio

L
It wil depend on what the ticket is about.
if it's a bug, you are not likely to get a response but the bug will be fixed in an a future releae.
if it's a request for information / can't play the game, then you should get a response
 

wanszai

W
The faults i was reporting on was a faulty transaction that cost 14m credits. I dont believe its been looked at at all as surely the status wouldnt be "New".

They were quick enough to call me a cheater in an email not so long ago and deducted 800k from my balance for supposedly exploiting founders world... I have traded well over 300k tonnes of cargo around the galaxy to earn almost 250million credits since launch so didnt miss the 800k but being labeled a cheater was a bit off, then ignoring support requests makes me feel like now they have my £££ they couldnt give less of a dump!
 

amysteriousstranger

A
Pretty sure they just pick tickets at random

I had a corrupted save issue, which was in the title and would have taken 1 minute to fix by doing what they normally do which is lose your ship, keep your bank credits ect but I received no reply after 2 weeks and yet someone on here with the same problem got a response in 3 days for the exact same problem and they posted after me (they PMed me and said they had received a quick response)

That's what made me close the ticket and reset my save

You cant say they have any structure at all when I had been waiting 2 weeks, no response, then someone else posts the exact same problem, 3 days and they have everything back

Don't think they know at all what they are doing
 
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SE-Apocalypse

S
vjek said:
They have over 31,000 tickets opened in 5 weeks since launch. They're not going to catch up any time soon.
Click to expand...

They are not even trying as others had their tickets deal within 72 hours or even less while others waiting since over a Christmas. Easist solution to that problem is to delete your ticket from december and try a new one, because by all means it seems like the ticket system back in December forgot about your tickets anyway.
 

Valethar

Valethar
It's only half working at present.

The half that allows you to submit tickets works fine.
The half that's supposed to do something about them doesn't. Apparently that half is working overtime delivering pizza and can't be bothered at present.
 

lazy llama

lazy llama
I've had two tickets answered, both after a month since they were raised.
Both "answers" were "sorry for the delay, if this is still a problem let us know otherwise we'll consider it closed".
Both had been fixed in the meantime.

My stuck cargo ticket hasn't been answered, also after about a month. I decided to destroy my ship after a couple of days otherwise I wouldnt have been able to play.

I guess it'll improve if/when they catch up on the backlog
 
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