ANSWER MY TICKET

It's been OVER 2 weeks and I have't heard jack.

Are you guys just playing ping-pong all day or something?

Customer service does not check these threads. Try contacting them via live chat.

I understand that customer service is non-existent... I really wish I could play the game but ever since Early Access stopped and the game started well... I've been waiting for customer service to do something.

as they say themselves, if it goes over 48 hours, make a new ticket if its important. They often go for higher-priority tickets first, and if its an easy problem, they often expect it to have been fixed if it goes a certain time. So just make a new ticket, people have made 3 in a row before untill getting answers, then finding out it was a 2 minute google search away ...

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Originally Posted by PetiteMalFleur

Customer service does not check these threads. Try contacting them via live chat.

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This.

From experience, the live chat support is pretty good.

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Originally Posted by Fooju

This.

From experience, the live chat support is pretty good.

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How helpful they are depends entirely upon your problem. Anything to do with your account being hacked / suspended you're wasting your time if you sit through a 2+ hour live chat or phone queue. They won't do anything other then to tell you to wait.

Good luck with getting help, most people on the forums still need it.

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Originally Posted by Cirsce

How helpful they are depends entirely upon your problem. Anything to do with your account being hacked / suspended you're wasting your time if you sit through a 2+ hour live chat or phone queue. They won't do anything other then to tell you to wait.

Good luck with getting help, most people on the forums still need it.

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I was actually wondering about this. I read on SE's site re: suspensions that they are only in 24-48-72 hour intervals. If my account's been compromised and suspended as a result, is it an easier route to wait it out? Or will I still have to contact them as I received no email re: the suspension at all.

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Originally Posted by Fooju

This.

From experience, the live chat support is pretty good.

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Nah, they're rude and sometimes dunno what they're talking about.
Depends on who ya get of course.

Gl with the ticket.

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Can't get live chat at all it always makes me email them and get a ticket...
I been trying at the EU bit time (I am gmt10 which is basically a hour ahead of Tokyo) , so tried NA today but realize its still a Sunday there fml lol.

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Originally Posted by JayKouki

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Can't get live chat at all it always makes me email them and get a ticket...
I been trying at the EU bit time (I am gmt10 which is basically a hour ahead of Tokyo) , so tried NA today but realize its still a Sunday there fml lol.

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Always found it kind of funny that they have their most reliable forms of support closed on the two days that their clients will play the most.

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Originally Posted by Talihina

I was actually wondering about this. I read on SE's site re: suspensions that they are only in 24-48-72 hour intervals. If my account's been compromised and suspended as a result, is it an easier route to wait it out? Or will I still have to contact them as I received no email re: the suspension at all.

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SE site says a lot of things about suspensions and log in restrictions on their website. They seem to follow those guidelines 10% of the time.

I've heard of one person around the forums that after 10 days their account was un-suspended. Other then that, people have been waiting 2 weeks or more. Today marks the 7th day my husbands account has been suspended. He's sent one email ticket, to which they responded 5 days later telling him to use live chat and phone support. He'd already used them both before that, trying live chat twice and phone support once. Both avenues just told him he'd have to wait for the investigation to be done and there was no eta.

I'm not sure if "hounding" them with tickets, and live chats, and phone support will speed up your case. Customer service can't actually DO anything for you though.

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Originally Posted by Cirsce

SE site says a lot of things about suspensions and log in restrictions on their website. They seem to follow those guidelines 10% of the time.

I've heard of one person around the forums that after 10 days their account was un-suspended. Other then that, people have been waiting 2 weeks or more. Today marks the 7th day my husbands account has been suspended. He's sent one email ticket, to which they responded 5 days later telling him to use live chat and phone support. He'd already used them both before that, trying live chat twice and phone support once. Both avenues just told him he'd have to wait for the investigation to be done and there was no eta.

I'm not sure if "hounding" them with tickets, and live chats, and phone support will speed up your case. Customer service can't actually DO anything for you though.

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Yeah, I figured as much. I really doubted that getting in contact with support would help me get my account unsuspended. I'm just hoping that I can get some insight into the activity of my account and assurance that my situation was actually being addressed.
At the very least they could have given a reason as to why my account was suspended, but apparently it's not "suspicious activity", which would have warranted an email to my account. (I got my account previously suspended by my boyfriend trying to log onto my account with his computer, and recieved an email in order to get it back. I'm not worried that he's the case, as I live with him :P )

You need to contact them, they told me when I called that they won't do anything to suspended accounts until they hear from the owner.

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Originally Posted by Talihina

Yeah, I figured as much. I really doubted that getting in contact with support would help me get my account unsuspended. I'm just hoping that I can get some insight into the activity of my account and assurance that my situation was actually being addressed.
At the very least they could have given a reason as to why my account was suspended, but apparently it's not "suspicious activity", which would have warranted an email to my account. (I got my account previously suspended by my boyfriend trying to log onto my account with his computer, and recieved an email in order to get it back. I'm not worried that he's the case, as I live with him :P )

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yep, I have the same issue.

I asked them to kick my character out to fix my 3102 error and they just suspend the account with NO communication.

It's been 4 days and it's still suspended without a single word from them, worst CS I've ever seen, and I've been playing online games since MUDs.