Is "escalating your ticket to a specialist" a euphemism?

[Ozymandias]

... for "we're just going to ignore this"

I've been waiting 2.5 weeks for resolution to gold that was bought, charged for and not received (ticket #2190535 / #2211930)

... and another week to find my missing 0/8 kevlar camo vest, which disappeared when you fixed the problem on being unable to save changes to my soldier equipment..(ticket #2195059)

In addition, the two times I've previously had tickets "escalated" in the past, nothing has happened.... what's going on here... any chance of a resolution?

Thanks

[KCjamss]

Yes escalating means in a month it will be closed with no resolution. Just had to re-reopen 2 last night because my alliance increase works for me and whoever i am fighting and decrease works on both. Just got another -5 so now every fight we both have 522.

[good gawd noooo]

same here think the translation is we wasted time reading your email we don't care go away

[Web323]

Yes escalating means in a month it will be closed with no resolution. Just had to re-reopen 2 last night because my alliance increase works for me and whoever i am fighting and decrease works on both. Just got another -5 so now every fight we both have 522.

Mine have not worked since they introduced equipment. I have gotten responses back that had nothing to do with my ticket and just had to reopen one again.

[KCjamss]

Yup. I am sure we got the exact same reply.

[Clementine]

A quick reminder that as Community Managers we do not have access to respond to player support tickets. When a player contacts us here regarding a ticket what we can do is let the CS team know that we have received an inquiry regarding ticket X,Y, or Z and they can then follow up on that ticket. Please remember that tickets are addressed in the order in which they are received, and that filing multiple tickets on the same issue in a short period of time could result in a delay in a response. Additionally, we have found that sometimes ticket responses do get filed into your spam folder, so please be sure to check there as well.

Ozymandias, I have checked your tickets and see that you have not received responses since last Friday, so I have passed your 3 tickets onto one of our Senior Specialists.

[MW Flake]

Thank you Clem. I think by now everyone understands how it's supposed to work. Everyone except for the support teams that is. Everyone else at Gree just buries their head in the sand when ever its brought up.

[Ozymandias]

Ozymandias, I have checked your tickets and see that you have not received responses since last Friday, so I have passed your 3 tickets onto one of our Senior Specialists.

many thanks!

[KCjamss]

I think the issue is not ticket number xxxxxxx has not been resolved but many of us are told ticket xxxxxxx is being escalated and then a month later it has been closed without resolution.

Can you relay the message to whoever that once something is "escalated" we never hear back or it takes a month and it is just closed without resolution. That would be a great first step. Then maybe we look at individual tickets.

[Clementine]

many thanks!

You are very welcome.

[Clementine]

I think the issue is not ticket number xxxxxxx has not been resolved but many of us are told ticket xxxxxxx is being escalated and then a month later it has been closed without resolution.

Can you relay the message to whoever that once something is "escalated" we never hear back or it takes a month and it is just closed without resolution. That would be a great first step. Then maybe we look at individual tickets.

I can definitely convey this and stress to the team that we need to improve this area. Thank you.

[HypeTonic]

I got this message to and about 3 weeks later got a response saying it was closed without being dealt with. I sent a ticket the same day with my reference number and get it solved in less than 24 hours.

[Ozymandias]

You are very welcome.

Both my issues are now resolved, many thanks. Hopefully the more broader issue gets addressed too!