ticket response

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03-09-12 08:58 pm
zugzug

ticket response

how long does it take for the support team to respond to a ticket on average? it's been 2 weeks and counting so far. :(
03-12-12 08:59 pm
zugzug

doesn't look like i will get a response. should i just cut my losses and consider my ticket to be closed?
03-12-12 09:48 pm
SirDet

My average ticket response has been 2-3 days. Most for minor issues.
03-13-12 02:47 am
LadyTerra

Put it in again and make sure that your email is correct in your profile. My guess is that is that your ticket got lost in a hole somewhere.
03-13-12 04:32 am
EpsilonSilver

If the ticket went through you would get an instant email notification of receipt.
03-14-12 05:23 am
zugzug

on my first ticket, i got a notification that they received it. on my second one, i'm still waiting for a confirmation. i have sent in game and forum messages to the bb staff and i haven't heard anything back yet....
03-14-12 05:26 am
SirDet

Was it a major issues? Troop loss bugs or Gem/Payment Issues? Building issues? If you do not mind me asking of course.
03-14-12 03:40 pm
EpsilonSilver

Quote:

Originally Posted by zugzug

on my first ticket, i got a notification that they received it. on my second one, i'm still waiting for a confirmation. i have sent in game and forum messages to the bb staff and i haven't heard anything back yet....

check spam folder
03-14-12 07:57 pm
zugzug

it was regarding some recent gem purchases and there's nothing in the spam folder from bb...
03-17-12 08:43 am
zugzug

alright i give up. i won't buy anymore gems since the ticket i submitted seems to have been pushed aside. spent over 400.00 on this game so far and i didn't mind at all but once customer service starts going down hill, there's no reason to support a game anymore.
03-17-12 01:02 pm
EpsilonSilver

This is really strange and quite the opposite of my experience with customer support.

I filed a ticket on your behalf with a link back to this post
I have always gotten an immediate email response acknowledging tick receipt and resolution within a couple of days.
I strongly suspect this is a tachnical issue and they are not even getting your tickets at all.
03-17-12 01:03 pm
EpsilonSilver

https://ssl.gstatic.com/ui/v1/icons/...file_mask2.png
Payment Support ✆ payment.support@castleempireonline.com
4:20 PM (42 minutes ago)https://mail.google.com/mail/images/cleardot.gif

https://mail.google.com/mail/images/cleardot.gif
https://mail.google.com/mail/images/cleardot.gif
to me
https://mail.google.com/mail/images/cleardot.gif

Hello SirRoy,

We have received your request and process them as soon as possible.

Please do not change the subject line or any information, otherwise the assignment of your ticket to an agent is no longer possible.

To reply to the agent simply reply to the email that is sent to you. Please refrain from sending in multiple tickets on the same issue as it will slow down the process of you getting a response from a support agent.

Your request:
-----------------------------------------------
You might want to look at this customer.
I have tried to help him, but he says he cannot get a response from tickets
he has submitted.
My experience with customer support has been the opposite, so I wonder if his
tickets are even getting through.

http://forum.castleempireonline.com/...186#post170186
03-17-12 05:56 pm
zugzug

thanks for the help sirroy. i got the initial response to my ticket but there's no follow up at all. after a few weeks, i submitted another ticket and referred to my previous ticket number but i haven't gotten an initial response from that one still. i do not wish to submit a 3rd ticket to refer to my other tickets because it'll seem a little redundant. i just want some type of resolution to my ticket so i don't have to keep this on the back of my mind.
03-19-12 08:09 pm
zugzug

the ticket has been resolved. thanks guys! :D
03-20-12 07:17 am
Kevincool

Hey I'm also having a problem with receiving gems. I've submitted a ticket yet it doesn't send me a confirmation email. Does anyone know how long it takes? Thanks beforehand for your help.
03-20-12 07:27 am
koach

game will not load

I tried to check out the "Easter egg preview" and nothing has loaded since. I asked for help and stated I was using the microsoft browser and the google browser didn't do anything either. The response was to try IE. Thanks for the braindead response. Anyone else know what I should do? and yes, I have cleared the cache.
03-20-12 10:25 pm
EpsilonSilver

Try boing here: http://www.castleempireonline.com/en/profil
Re-enter your email address and then file a fresh ticket.
You should get a receipt mail within minutes.
If not, check your spam filter.

Quote:

Originally Posted by Kevincool

Hey I'm also having a problem with receiving gems. I've submitted a ticket yet it doesn't send me a confirmation email. Does anyone know how long it takes? Thanks beforehand for your help.
04-03-12 03:29 am
Oceanhawk

I have a ticket that is 60 days old. There is no customer support here.
04-03-12 08:03 am
EpsilonSilver

Lie

Quote:

Originally Posted by Oceanhawk

I have a ticket that is 60 days old. There is no customer support here.
04-03-12 08:18 am
Oceanhawk

Too bad the ignore feature in game doesn't extend to the forums.
04-03-12 11:56 am
EpsilonSilver

To say there is no customer support here is either a blatant lie, or gross ignorance.
The Customer Support here is awesome.

Quote:

Originally Posted by Oceanhawk

Too bad the ignore feature in game doesn't extend to the forums.
04-03-12 11:58 am

Quote:

Originally Posted by SirRoy

To say there is no customer support here is either a blatant lie, or gross ignorance.
The Customer Support here is awesome.

i have been waiting over a day for any response to my ticket, i cant even get an autoresponse saying they have received my ticket.
04-04-12 01:28 am

Quote:

Originally Posted by SirRoy

To say there is no customer support here is either a blatant lie, or gross ignorance.
The Customer Support here is awesome.

well sirroy, its now been 2 days without a response from customer service? please tell me again how thats gross ignorance or a blatant lie?
04-04-12 11:14 am
EpsilonSilver

AS I stated to you in another conversation, you get an auto response when you file a ticket.
You say you are not, That means it is probably going into your junk mail or to an email acct you are not checking.
04-04-12 12:04 pm
Hobknocker

Could also mean there was a service interruption on BB's mail server or automated mailer process. It's not like there's some guarantee that their automated mailer ALWAYS works, SirRoy. Lighten up a bit.
04-04-12 01:21 pm
EpsilonSilver

Hokay :)

Quote:

Originally Posted by Hobknocker

Could also mean there was a service interruption on BB's mail server or automated mailer process. It's not like there's some guarantee that their automated mailer ALWAYS works, SirRoy. Lighten up a bit.