No solution since 25 Nov 2024. Please chase this up.
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Hi,
My initial email was sent Mon, 25 Nov 2024 before early access even took place. Since then I have received 2 reponses which asked for information I already provided. This is 43 days. All I want to do is change my email address, this is insane. I've provided a huge amount of evidence proving without doubt, that I own the account from I.D to bank statements. Surely you can see 43 days is just not acceptable. You've taken my money and gave me no product. Thanks. Last bumped on Jan 7, 2025, 8:21:20 PM
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I'm afraid we're currently experiencing unprecedented levels of support requests so our response times are longer than we would like. We're working hard to get through our backlog and catch up, so we really appreciate your patience in the meantime. Unfortunately, we aren't able to assist with account-related issues over the forums, so you'll have to wait for a response from the appropriate team member via email.
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I knew it, instant response. That confirms they are using bots here.
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You didn't confirm anything. They're not a bot. It's not hard to semi-regularly press f5, Reply, then ctrl-v.
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I can assure you we do not use automated responses or bots. Any communication you receive from a member of our Support team is from a real person.
I would actually say that if we did employ bot responses, any wait times may be lower as bots can reply to many more messages much more quickly than real people! However, whenever possible we prefer to provide a level of care and attention that isn't possible with automated responses and we believe that our playerbase also prefers it this way even despite our current backlog. We're always happy to hear civil and constructive feedback and I'm happy to pass any along for future consideration. Once again, we really appreciate everyone's patience and support and I assure you that we're working through our tickets as quickly as we are able to do so and if you've contacted us via email we will get back to you once we are able. | |
" I think you can understand my frustration here. 43 days and your support staff have basically insulted me by asking me questions I've already answered. I wait weeks for a response and they can't be bothered to read the entirety of the email. Cosette#9244, they are not going to give you coins for defending them. Read the room. |
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I'm not defending them, just being objective. I'm still completely locked out of my account and hoping for any kind of tangible help/support. Only reason I've been hanging out here for a week. I can just tell they're not bots.
Last edited by Cosette#9244 on Jan 7, 2025, 12:21:32 PM
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I recieved a response very shortly after I posted this. I don't know if you caused this or it was just coincidence but I thank you if you did. I have been asked yet again, to provide more information.
[Removed by Support] I'm not praying I don't have to wait another two weeks. If possible, could you inform them I have done what they asked. Thanks. Last edited by JC_GGG#0000 on Jan 7, 2025, 1:42:18 PM
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In this case the response timing would have just been a coincidence, I'm afraid. I'm not able to accelerate the response time for any tickets, except in cases where the information I can provide publicly over the forums is enough to assist you with resolving a particular issue on your own! Unfortunately, most of the time for account- or purchase-related issues we aren't able to assist very much over the forums due to privacy and security concerns.
Thanks again for all of your patience and support! | |
" Also, just to check, do they want me to create a throwaway from a the email I am communicating to them on? or a seperate email address? |
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