Just wondering what the turnaround times for these is.
Submitted a ticket - 48hrs later had a "sorry you have not had a reply, were going to escalate your query to a specialist" reply.
Another 48hrs later still not heard anything.....
Thanks
Just wondering what the turnaround times for these is.
Submitted a ticket - 48hrs later had a "sorry you have not had a reply, were going to escalate your query to a specialist" reply.
Another 48hrs later still not heard anything.....
Thanks
That sounds about right, heh.
I think 'a specialist' is code for something.
They never seem to know anything faster anyway.
Good luck with your ticket.
Send a new one if you feel you're being ignored.
I do not suggest this, as adding more tickets to an already busy CS ticket system will only delay responses. If you feel like your ticket is being overlooked, I highly suggest sending a PM to Clementine, Relic or Bolt with your ticket number. They will make sure it is not overlooked and addressed.Originally Posted by Vile Lynn
Do not delete my post just because you do not agree with me.
Sending in a new ticket is usually the fastest way to get a reply, like it or not.
Nope, absolutely not true. Tickets are worked on in the order they are received so sending in a new ticket in no way helps since your older ticket always has priority over the 'newer' one. Perhaps you have anecdotal evidence that you sent in a ticket and you think that accelerated your older ticket's response; more than likely your older ticket was about to get a response anyway and that response had nothing to do with having sent a new ticket. Sometimes ticket loads are heavier (especially if there has been a recent issue in the game) and tickets unfortunately take longer. Sending in multiple tickets for the same issue just adds more work and slows the process down. If you run into a separate issue then by all means send in a ticket for that.
And please don't bicker with our moderators. They are here to help and are very knowledgeable about these issues. If you ever feel strongly that they are in the wrong send a Community Manager a private message and we will review.
LOL
Sent a ticket in lately?
VL is right. Volume works. Sometimes you just need to keep trying until you get a responsive agent.
Don't worty, each ticket has an assigned number. We can tell which ticket is being responded to.
Always Famous......
Because an agent responds to a ticket with a 'newer' number doesn't indicate more tickets helped. The system will alert the agent that there are other tickets from you pending when they get to your 'oldest' ticket; at that point they will need to analyze the tickets, determine if they are the same issue, and then reply. They may reply to a ticket with a 'newer' number but at that point as long as all tickets are processed it doesn't matter from the system's perspective. Anecdotally there can always be cases where due to unforeseen circumstances you will get the impression sending in new tickets helped but trust me this doesn't actually help. Unfortunately it is a common practice to spam tickets until you get helped (not just at GREE but everywhere); I've never worked at a company where that actually helped.
Additional tickets only slow down the system for everybody which is the opposite of what anyone wants.
We get it. It makes their job harder.
You're both arguing different points. VL is realistic, and you're technically right.
Edit: if anyone ever needs a mod to respond to their thread, suggest submitting multiple tickets. It may not be technically right, but we've seen how well it works!
Last edited by John_Locke; 05-11-2015 at 05:37 PM.
Simple solution: For folks that bomb Gree CS with similar tickets, one warning, then....Tickets are ranked by customer priority so let them know after one warning that they just went to the bottom of CSR response list.
You know how long it would take them to implement that system?
Still mad at Bostick.
I'll be back when the moderation is reasonable. Enjoy the forum you created, Gree.
Either as long as syn upgrades, scratchers or tomorrow. Depends on the CSR system they have and what's enabled
Maybe we should analyze why people are feeling the need to send in multiple tickets in the first place? While I am sympathetic about the fruitlessness of multiple tickets for the same problem, we cant forget the origin of those problems.
Gree needs to look in the mirror a little bit on this one.
Now 5 days and no response to my original ticket, the agents must be super busy. I'm sure they must have a huge workload to clear. Will leave it another couple days them PM a mod for assistance I think.
5 days? That's it? I sent a ticket in on March 20th, 2015 - still waiting for a response!
-Including today, that's 54 days I've been waiting...
HAHAHAHAHAHA send em 54 tickets TODAY!
I AM BATMAN
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