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Can't submit a ticket until I mark another as resolved?

KrovocKrovoc
edited September 2016 in TERA PC - General Discussion
I go to make a ticket, because the BuddyUp system seems to have shat itself, however, I'm told that I can't submit any more tickets until I mark one as resolved. I only have two open tickets! This merger was a cluster [filtered], so you know what? I have open tickets! Becuse it's a [filtered] mess. What the [filtered]!? I can't support a ticket because EME lost their [filtered]? What the [filtered] kind of customer service says "We've [filtered] you over too much, so no more complaining for you"? Seriously EME, that is some [filtered] up [filtered].

edit: I'm sure glad I don't have any sort of prepayed subscription. Then I'd be really pissed off.

Comments

  • AetonaAetona ✭✭✭
    edited September 2016
    If the others have been resolved, then just mark it as resolved... By the way, are you okay?
  • KrovocKrovoc ✭✭
    edited September 2016
    No, I'm [filtered] pissed. This is outrageous. Limiting customers to only two support tickets? Especially when there is a server merge, which is, by it's nature (I do understand it's unavoidable), a cluster [filtered]. I have more than two issues that require support tickets.

    No, I will not close unresolved tickets.

    edit: The fact that there are problems with the merge upsets me. The fact that the servers merged, even if it was for the best, upsets me. [filtered] happens, that's life. What defines a person (or a company), is not so much how they avoid mistakes, since they will happen no matter how careful you are, but rather how they fix their problems when they do occur.

    edit2: Capping support tickets at two is not a good way to handle your own mistakes.
  • VirtualoidVirtualoid ✭✭
    *happiness from not needing a ticket ever*
  • VysseVysse ✭✭✭
    Krovoc please calm down. I believe that is there so that people like me who forget to close tickets all the time are forced to. Now I know it will take time but once your other issues are resolved I am sure the EME will be more then happy to help you with further issues. It also helps to put similar items together.
  • KrovocKrovoc ✭✭
    Tickets close automatically. I have three that were closed in this fashion even though one of them (which I will admit I am placing on the back burner) has not yet been resolved. So no, that does not excuse the two ticket cap. As I said in another thread, five is reasonable, al beit over zealous, flood control. Anything less than that is the result of an obnoxious [filtered] off.

    As for calming down, I just finished a bike ride through a wooded area. I am, now, calm. I am still outraged at this. I can look past all the issues that have come about as a result of the server merge. I cannot simply pass off a cap on support tickets as "that's just how it is sometimes". No, this was an intentional act of someone in EME. Not BHS. EME. A lot of things can be placed on BHS's shoulders, but not this. This is 100% EME's ball drop.
  • YamazukiYamazuki ✭✭✭✭✭
    Not sure how long, or what type of tickets, automatically close, but I have closed/mark as resolved most of my tickets myself. You could also have just used a single ticket for any related issues, just make sure you format your ticket properly when doing so. I also doubt limiting us to two open tickets at a time is to avoid mistakes, as it does nothing to do such a thing. It more so has to do with limiting how many tickets can be flooded at a given time since actual people are taking time to go through them, and having a single person putting in many of them just creates problems, especially during periods where there is already high volumes from people all submitting a single one. By the way, EME is not the only publisher to have a limit, so I am not sure why you're acting as if this is new. If they didn't want to deal with complaints then they wouldn't have a forum in the first place, considering some publishers have disabled forums for some of their games in the past.
  • EndevaEndeva ✭✭✭✭✭
    Krovoc wrote: »
    I go to make a ticket, because the BuddyUp system seems to have shat itself, however, I'm told that I can't submit any more tickets until I mark one as resolved. I only have two open tickets! This merger was a cluster [filtered], so you know what? I have open tickets! Becuse it's a [filtered] mess. What the [filtered]!? I can't support a ticket because EME lost their [filtered]? What the [filtered] kind of customer service says "We've [filtered] you over too much, so no more complaining for you"? Seriously EME, that is some [filtered] up [filtered].

    edit: I'm sure glad I don't have any sort of prepayed subscription. Then I'd be really pissed off.

    You should just have one ticket open on all server merge related issues, that way you can have 2nd ticket related on BuddyUp issues.
  • VysseVysse ✭✭✭
    Krovoc wrote: »
    Tickets close automatically. I have three that were closed in this fashion even though one of them (which I will admit I am placing on the back burner) has not yet been resolved. So no, that does not excuse the two ticket cap. As I said in another thread, five is reasonable, al beit over zealous, flood control. Anything less than that is the result of an obnoxious [filtered] off.

    As for calming down, I just finished a bike ride through a wooded area. I am, now, calm. I am still outraged at this. I can look past all the issues that have come about as a result of the server merge. I cannot simply pass off a cap on support tickets as "that's just how it is sometimes". No, this was an intentional act of someone in EME. Not BHS. EME. A lot of things can be placed on BHS's shoulders, but not this. This is 100% EME's ball drop.

    Honestly based on what I have read so far the reason for the limit is for situations exactly like this. Multiple issues that come up at the same time and are somewhat related but somebody would make as many tickets as possible for thus using up more of the customer support teams time. I am glad you have calmed down and can assure you EME will look into this when they can.
  • counterpointcounterpoint mod
    edited September 2016
    Ginjitsu wrote: »
    Krovoc wrote: »
    I go to make a ticket, because the BuddyUp system seems to have shat itself, however, I'm told that I can't submit any more tickets until I mark one as resolved. I only have two open tickets! This merger was a cluster [filtered], so you know what? I have open tickets! Becuse it's a [filtered] mess. What the [filtered]!? I can't support a ticket because EME lost their [filtered]? What the [filtered] kind of customer service says "We've [filtered] you over too much, so no more complaining for you"? Seriously EME, that is some [filtered] up [filtered].

    edit: I'm sure glad I don't have any sort of prepayed subscription. Then I'd be really pissed off.

    You should just have one ticket open on all server merge related issues, that way you can have 2nd ticket related on BuddyUp issues.

    This is also my recommendation. Just consolidate all issues to one single ticket, unless they are vastly different and completely unrelated. And if they're not top-critical at the moment, wait for the more important issues to be resolved first. Indeed, as was said, it's because people used to abuse the system by creating dozens of tickets about each little thing, every time they wanted to post an update, for each individual person they wanted to report in the same situation, and so on. So they are trying to get people to consolidate and be more efficient in their tickets, which saves everyone time.
  • ratedXratedX ✭✭✭
    edited September 2016
    I've had a ticket submitted since the 7th regarding a billing issue.
    And with the server merge, I'm sure they got a lot of extra work to do.
    And it's the weekend sadly.

    Just remember. Don't update tickets until a GM has responded to the original ticket.
    This will cause it to go back to the bottom of the list!

    And have Patience <3
    Hopefully everything will get fixed soon regarding the FF server merge.

    *Added

    I really am disappointed they removed Live support :(
  • KrovocKrovoc ✭✭
    From my experience, tacking on issues to existing tickets is heavily frowned upon. As RatedX said, updating tickets usually puts to back at the bottom of the support queue. This, too, is a means of flood control to keep people from just spamming "when the [filtered] are you going to answer me!?" which of course is completely non-constructive.

    One of my tickets resolved itself, so I closed that one, and made a new one. This doesn't change the fact that this should be a non-issue to begin with.
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