Question about support tickets

[mithopper2001]

I have had about 2 or 3 support tickets sent to the admins...

and nothing ever happens. best of all im never informed of nthing happening...any ideas?

[Wizzy]

How long ago have you sent them in?

[Domination]

Check the support page again, they don't answer your support tickets through outwar messenging system as much anymore.

[mithopper2001]

i mean i sent one in a while ago and one in a few weeks ago and one somewhere in between...

they are all the same thing and they all got sumbitted to admins supposedly...

i got no feedback so far

[Shawty]

be patient!

[GagLV]

Just a little question from me as well. What happens to the support tickets that get closed with the answer "be patient" or "we are working on it?" Is there really someone who remembers all those tickets with those answers? And then later fixes those problems?

Because my multis skills where messed up after that huge OW crash last year and when i sent a support ticket i got the answer that peoples are working on it. Are they still working on it?

The same happened with another problem i had. After the first ticket got ignored i sent the second one and got a "be patient" answer and after the third ticked it turned out that the problem can be fixed within few minutes (and admin did fix it, thanks).

[PaasHaaS]

be patient!

Exactly how patient?

I'm waiting for a reply for 8 days now.. soon to be 9.

[Shawty]

Exactly how patient?

I'm waiting for a reply for 8 days now.. soon to be 9.

and others have been waiting longer - the more issues there are, the more ppl have to wait

[olympus]

what about the people who get support tickets answered with another question but then it gets closed and you cant reply?

[bigdaddycoconut]

Tickets that have been admind that are involving a persons RGA "getting hacked" or a players items "getting stolen" Take a while. I have about 50 I am in the process of taking care of. The way it works is if a player's items are stolen, so I have to track down the item then find the current player who has it and then reverser every trade for that item until we get to the original owner. So just think of it this way, if a player gets all equipped items stolen (9) and each item is traded to 5 different people I have 45 steps to go through for a single account. And that is a best case scenario. Everybody's characters that actually got hacked will get there items and/or accounts back in time but this process does take a good chunk of time. But now that you guys know the process of this you can understand why some cases take what seems like a absurder amount of time.

xoxo ~Se7en

[mithopper2001]

that makes sense, my support ticket is about an old outwar account that i forgot the password to that may not be tagged to a rampid account due to its age... i know it still exsists because i can view the profile...

[ginabean]

People tend to do a few things when sending in a ticket.

Scenario One:

Torax and other Servers have the "Tech Difficulties" error in dc.

During this period of time I can honestly say I personally answered at least 60-80 tickets on that one and gosh who knows how many the other guys did, so I'd wager in all we probably fielded 400+ tickets on that. Then we got the people who once we told it was being worked on as we had alerted admin in case they weren't aware, they kept sending tickets.

Once an issue is known or is being discussed we really don't need to be flooded with the same issue as it only slows down us helping those who need the help. We understand the frustration but spamming won't ever help anyone.




Scenario Two:

I been hacked!


There are those people who are genuinely hacked, and then those who screw up and make deals with people off site or for items in other games, here is some advice.

1. Follow the terms of service. Do not make deals for items in other games for items in outwar. We will not be servicing a ticket on this issue. You will be lucky if you do not lose your account for such things.

2. Do not go giving away your info and saying "but I trusted him/her" Remember YOU are responsible for all things that happen to your account and as such should never give out such precious information.

3. If you have been genuinely hacked, include as much info as possible so that the admins (nice people like Se7en) who are over worked as it is can track down what has happened and get it reversed and fixed for you. if possible also change your info as soon as possible to make your account secure.

We then have those people who as SOON as they send in the ticket start spamming the mods on irc and aim. This will not help you. Once your ticket is admined you need to wait and be patient like everyone else and atm I can think of 3 people who have come into #outwarmods on irc every single day driving us insane asking when will it be fixed. I have noc rystal ball so kindly wait and be patient.

We then have those people who send in tickets full of profanity screaming and ranting and raving, please do not do this. We help as best as we can and as such there is really no need for such profanity to be sent our way in the support department, it won't help the matter at hand any.

As for answering time on tickets admined: Issues like retagging to an rga, or changing an email (once the acct is verified) are faster then hacked and stolen issues. Please be patient and have faith your issue will be resolved as soon as it possibly can be.