I do not have an update on a timeframe for ticket resolution, the team is working on them as fast as they possibly can.
As for how tickets are prioritized, there are indeed multiple factors that come into play.
VIP level is one of them but the type of issue is also very relevant, as has been mentioned purchases issues do tend to get prioritized over other issues.
The workload for each representative is also something to keep in mind, not all tickets have a quick resolution.
The best way to help is to make sure to provide all the relevant information in your ticket, in a concise manner. If it is regarding a purchase, a copy of your purchase history can go a long way into speeding things up.
And it bears repeating that submitting multiple tickets for the same issue does not help and increases delays.
My ticket has finally been resolved! I think my mistake was forgetting to add an accurate "subject" title to my ticket and accidentally left it with the default title, so I'm thinking the CS rep manually changed it to a generic "events issue" ticket which I'm assuming got my ticket pushed behind the "purchase issue" tickets? I recently "updated" my ticket with a more accurate title and it then got resolved (might be coincidence). I'll be more careful when writing future tickets, but hopefully won't be needed....
What VIP level are you? I've been waiting since the 2nd and haven't heard back (I'm VIP12).
I am a recent VIP13.....and the gap from this to VIP14 is so vast, I really hope DB will add a few more levels between this and 50000pts. VIP13 is literally only halfway to 14......they could easily push 50k VIP back and fit in a new VIP14, 15, 16, etc to motivate more spending and to reward levels with a few more crew slots!
Meanwhile I have an issue with a product a bought nearly a year ago and tossed the receipt, sent the company an email issue Thursday night, got a reply Friday morning asking for my address, and another reply that afternoon with shipping information.
Seems like DB could learn a bit about customer service and pretend customers were valued just a tad, and hire enough support to resolve tickets in under two weeks.
Same. Haven't had any response yet at all. My monthly card has expired and I'm not renewing until this is corrected. I'm also not spending at all, not just on the monthly card. This is the consequence of horrible handling of a situation. I'm perfectly happy to be F2P from now on if this isn't fixed to satisfaction.
And yea, I get that there are a bajillion tickets from outraged players screwed over by the ill-conceived handing out of something that so many had just paid for in the days prior, but the response of "We know we did bad. We're going to do better. Just you wait and see." is starting to get tiresome. It's the go-to response from DB over the last half year or so. I'm still waiting to see. The only saving grace -- and I mean the only saving grace -- is that DB has typically been generous with their compensation, although I'd honestly trade some of the generosity for not having to go through the ticket process at least once a week every week.
Comments
I am a recent VIP13.....and the gap from this to VIP14 is so vast, I really hope DB will add a few more levels between this and 50000pts. VIP13 is literally only halfway to 14......they could easily push 50k VIP back and fit in a new VIP14, 15, 16, etc to motivate more spending and to reward levels with a few more crew slots!
Seems like DB could learn a bit about customer service and pretend customers were valued just a tad, and hire enough support to resolve tickets in under two weeks.
Same. Haven't had any response yet at all. My monthly card has expired and I'm not renewing until this is corrected. I'm also not spending at all, not just on the monthly card. This is the consequence of horrible handling of a situation. I'm perfectly happy to be F2P from now on if this isn't fixed to satisfaction.
And yea, I get that there are a bajillion tickets from outraged players screwed over by the ill-conceived handing out of something that so many had just paid for in the days prior, but the response of "We know we did bad. We're going to do better. Just you wait and see." is starting to get tiresome. It's the go-to response from DB over the last half year or so. I'm still waiting to see. The only saving grace -- and I mean the only saving grace -- is that DB has typically been generous with their compensation, although I'd honestly trade some of the generosity for not having to go through the ticket process at least once a week every week.
[put picture with support staff posing on an aircraft carrier here]
Got my 6th Mimimi Peccard replaced with 50k honor. Thanks!
filed: Jan 03 03:00 EST
replied: Jan 08 23:00 EST
VIP 12