Kill Switch update: We have temporarily Kill Switched the Forgotten Ruins Map due to an issue that causes players to become stuck in place. The Map will remain out of rotation until this is resolved.

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Support ticket waiting times

DeadByFlashlight
DeadByFlashlight Member Posts: 1,642
in General Discussions

How long does the support need to answer the tickets? I am really not sure whether I am ignored or whats going on.
I filed two tickets, one a month ago and another one 2 weeks ago.

The 1-month ticket guy replied to me within a day:

Hey there,

Thanks for writing in. We apologize for the inconvenience this issue is causing you. We're currently looking into it, and we'll get back to you as soon as we can.

Thank you for your patience and understanding.

I never got an answer after this.

The second guy wrote back pretty fast too:

Hello,

Thank you for contacting us. We apologize for the inconvenience.

I have escalated this issue to the team for further investigation and will report back as soon as possible.

As always, thank you for your understanding and patience.

Never got an answer again from this guy either.
Is the supports only job to apologize for the inconvenience or are they actually working on the problem?
I would feel really weird to open a 3rd ticket.....

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Comments

  • Peanits
    Peanits Dev Posts: 7,555
    It depends on the type of ticket you filed. It looks like your tickets were forwarded to a specialized team. Player reports, for example, get forwarded to the ACMs.

    If they are player reports, please hang tight. There's a ton of tickets that people had been saving for months after the old report form had to be taken offline. You haven't been forgotten or ignored, we're still plowing through them. Hopefully the wait times will get better soon.

    TM

  • HellDescent
    HellDescent Member Posts: 4,883
    edited October 2018

    That's the answer they give you for any ticket you submit and the only one you'll get. Welcome to DBD customer support. EDIT And if you ask a specific question it'll be something like this: "We sincerely apologize for the inconvenience this has caused you. This is a known issue that we are currently working on and we can confirm that the technical team is aware of the said issue and they are investigating the matter in order to come up with a resolution for it. At this time, we can't say when it will be fixed, so be sure to keep an eye out for our official announcement through our website or forums."

  • DeadByFlashlight
    DeadByFlashlight Member Posts: 1,642

    @HellDescent said:
    That's the answer they give you for any ticket you submit and the only one you'll get. Welcome to DBD customer support. EDIT And if you ask a specific question it'll be something like this: "We sincerely apologize for the inconvenience this has caused you. This is a known issue that we are currently working on and we can confirm that the technical team is aware of the said issue and they are investigating the matter in order to come up with a resolution for it. At this time, we can't say when it will be fixed, so be sure to keep an eye out for our official announcement through our website or forums."

    Yeah I had a feeling.

    Seems like the BHVR support is actually one of the most incompetent ones I have encountered so far.
    They honestly believe that using voice comms is bannable too^^