Support ticket response time
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Does anybody have any idea what the response time is on a support ticket right now? I have pending ticket submitted on 4/20 in which I got the canned response and then a live response a few hours later simply saying it was forwarded to the team... and nothing since then. I replied once more a couple days ago asking for a status update and I have heard nothing. This is ridiculous, at minimum if they are this far behind in dealing with support tickets most legit companies would at least follow up within a reasonable window and say they are still working on it, just to let you know your claim hasn't be lost in the ether... but I haven't heard jack for over 9 days now and it is making me nervous. I love this game... but if they essentially steal $99 from me without me getting anything in return I am going to have a serious dilemma and can't bring myself to support something that does not offer customer support with their screw ups.
I could try doing a refund request through PSN store, but I get the feeling they're just going to refer me right on back to the devs here and I will remain in the dark for who knows how long.
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Did you ever see the comedy sketch where a guy is at his desk and the are 8 piles of files on his desk l ike3ft high eachand you see him working furiously and the clock goes hours and hours and hours.and finally the piles are gone and he breathes a sigh of relief but then in a doorway is a coworker with a stack from his waist to his chin then it pans to the hallway and there are 30 others just like that.
Thats probably what its like right now.
I am now resigned to the fact that it will probably be in weeks instead of days . -
Ya... that's pretty much what I suspect. But even a simple cut and paste reply once in a while when my ticket is unresolved stating "we're still working on your ticket,' please remain patient" would make me feel a lot better about staying patient if I know my ticket hasn't been lost in the ether. Its a bit frustrating just sitting here not knowing... feeling like a teenager who gave somebody $99 for booze and sitting out front for hours not realizing dude left through the back door with your money.
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@delthafunkee_psn said in Support ticket response time:
Does anybody have any idea what the response time is on a support ticket right now? I have pending ticket submitted on 4/20 in which I got the canned response and then a live response a few hours later simply saying it was forwarded to the team... and nothing since then. I replied once more a couple days ago asking for a status update and I have heard nothing. This is ridiculous, at minimum if they are this far behind in dealing with support tickets most legit companies would at least follow up within a reasonable window and say they are still working on it, just to let you know your claim hasn't be lost in the ether... but I haven't heard jack for over 9 days now and it is making me nervous. I love this game... but if they essentially steal $99 from me without me getting anything in return I am going to have a serious dilemma and can't bring myself to support something that does not offer customer support with their screw ups.
I could try doing a refund request through PSN store, but I get the feeling they're just going to refer me right on back to the devs here and I will remain in the dark for who knows how long.
I tried to get a refund from PSN and they told me their system wouldn’t allow them to give me a refund because SDS are the only ones that can do refunds for this title. I finally got a response from support yesterday after submitting 9 of them and I told them I was starting to lose my patience. I get home today and fire up the game and my content was back! Hopefully your issue gets resolved soon.
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@mrsirgoofalot_mlbts said in Support ticket response time:
@delthafunkee_psn said in Support ticket response time:
Does anybody have any idea what the response time is on a support ticket right now? I have pending ticket submitted on 4/20 in which I got the canned response and then a live response a few hours later simply saying it was forwarded to the team... and nothing since then. I replied once more a couple days ago asking for a status update and I have heard nothing. This is ridiculous, at minimum if they are this far behind in dealing with support tickets most legit companies would at least follow up within a reasonable window and say they are still working on it, just to let you know your claim hasn't be lost in the ether... but I haven't heard jack for over 9 days now and it is making me nervous. I love this game... but if they essentially steal $99 from me without me getting anything in return I am going to have a serious dilemma and can't bring myself to support something that does not offer customer support with their screw ups.
I could try doing a refund request through PSN store, but I get the feeling they're just going to refer me right on back to the devs here and I will remain in the dark for who knows how long.
I tried to get a refund from PSN and they told me their system wouldn’t allow them to give me a refund because SDS are the only ones that can do refunds for this title. I finally got a response from support yesterday after submitting 9 of them and I told them I was starting to lose my patience. I get home today and fire up the game and my content was back! Hopefully your issue gets resolved soon.
Nice, do you think support put your content back? I’m in a similar back and forth. But with Microsoft and SDS support. Microsoft even emailed me saying we cannot solve your missing preorder content. Last email with SDS they sent me a link to PlayStation support. Which is frustrating because I even pasted photos of my game for them.
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@jlafontnyc_xbl said in Support ticket response time:
@mrsirgoofalot_mlbts said in Support ticket response time:
@delthafunkee_psn said in Support ticket response time:
Does anybody have any idea what the response time is on a support ticket right now? I have pending ticket submitted on 4/20 in which I got the canned response and then a live response a few hours later simply saying it was forwarded to the team... and nothing since then. I replied once more a couple days ago asking for a status update and I have heard nothing. This is ridiculous, at minimum if they are this far behind in dealing with support tickets most legit companies would at least follow up within a reasonable window and say they are still working on it, just to let you know your claim hasn't be lost in the ether... but I haven't heard jack for over 9 days now and it is making me nervous. I love this game... but if they essentially steal $99 from me without me getting anything in return I am going to have a serious dilemma and can't bring myself to support something that does not offer customer support with their screw ups.
I could try doing a refund request through PSN store, but I get the feeling they're just going to refer me right on back to the devs here and I will remain in the dark for who knows how long.
I tried to get a refund from PSN and they told me their system wouldn’t allow them to give me a refund because SDS are the only ones that can do refunds for this title. I finally got a response from support yesterday after submitting 9 of them and I told them I was starting to lose my patience. I get home today and fire up the game and my content was back! Hopefully your issue gets resolved soon.
Nice, do you think support put your content back? I’m in a similar back and forth. But with Microsoft and SDS support. Microsoft even emailed me saying we cannot solve your missing preorder content. Last email with SDS they sent me a link to PlayStation support. Which is frustrating because I even pasted photos of my game for them.
I actually had two different devs respond to two different tickets the other night. I 100% believe that they’re the one ls that put my content back because the other day when I tried to link my MLBTS account to my PSN after they supposedly fixed the account linking issue it wiped everything off of my show account.
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Update:
Interestingly enough... I just got an email about 45 min ago asking me to provide a screen shot of the receipt from the transaction... so that's something. Thing is, I felt kinda dirty. These last 9 days I've been grinding away at the game, but being in the dark with the money down the drain just didn't sit right while I was playing... (I mean it's kinda down the drain spending real money on virtual game currency, but that's another conversation).
Now that I feel like there's some progress, I feel better about playing the game... for now.
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@delthafunkee_psn said in Support ticket response time:
Update:
Interestingly enough... I just got an email about 45 min ago asking me to provide a screen shot of the receipt from the transaction... so that's something. Thing is, I felt kinda dirty. These last 9 days I've been grinding away at the game, but being in the dark with the money down the drain just didn't sit right while I was playing... (I mean it's kinda down the drain spending real money on virtual game currency, but that's another conversation).
Now that I feel like there's some progress, I feel better about playing the game... for now.
Glad you got some info, i expected they were progressing through them but its nice for confirmation.
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