Is anyone else not having their ticket handled? I submitted a ticket almost a week ago to see if they could replace an item that was accidentally deleted and haven't heard anything. Someone else in game chat said she submitted a ticket over 3 weeks ago and hadn't heard anything.
Is this the expected level of service? All players should have the right to have their issues addressed in a timely manner and I'm very concerned about the level of service offered on this shard.
Handling Tickets
Re: Handling Tickets
Depends on the issue. My last 3 tickets were handled in 24 hours or less.
Re: Handling Tickets
Before going further with the ticket did you get a chance to read the about item recovery?
http://uoex.net/codex/services/recovery
I know it does not help with the speed of the process, but it does state requirements and also that item recovery may take longer than 2 weeks. Perhaps the cost of the item accidentally deleted does not warrant the cost of an item recovery. I was able to directly speak to the GMs almost every single day so it may be that they have a large number of unhandled tickets and must prioritize certain tickets over others.
http://uoex.net/codex/services/recovery
I know it does not help with the speed of the process, but it does state requirements and also that item recovery may take longer than 2 weeks. Perhaps the cost of the item accidentally deleted does not warrant the cost of an item recovery. I was able to directly speak to the GMs almost every single day so it may be that they have a large number of unhandled tickets and must prioritize certain tickets over others.
Re: Handling Tickets
On a completely different topic... Was it necessary to create two identical forum posts about this issue?
Back to the topic at hand. A recovery issue is specifically an issue for +Colibiri. He is also responsible for literally everything else on this server. That being said, it takes time. Not only does he have to set aside everything else in his list of things to do, but he has to dig through the logs to find your item. You are in line behind every other request for recovery that may be in line at this time, and again each of those is a long tedious process as well.
Also as mentioned above, be sure to read up on the recovery service. It provides the details you need to include in your help request. It also details that you must have the EDs to cover the service in your bank account. A single item will cost 110EDs.
Back to the topic at hand. A recovery issue is specifically an issue for +Colibiri. He is also responsible for literally everything else on this server. That being said, it takes time. Not only does he have to set aside everything else in his list of things to do, but he has to dig through the logs to find your item. You are in line behind every other request for recovery that may be in line at this time, and again each of those is a long tedious process as well.
Also as mentioned above, be sure to read up on the recovery service. It provides the details you need to include in your help request. It also details that you must have the EDs to cover the service in your bank account. A single item will cost 110EDs.
Re: Handling Tickets
On this statement: "Is this the expected level of service? All players should have the right to have their issues addressed in a timely manner"
I would say only this: This is a free to play service ran only by volunteers. This is not a server that charges you a fixed amount every month to play. You can donate if you wish, or not. The admins (various types) are here purely as a desire to keep the shard running, not to be driven by a profit margin.
In my opinion, this one one of the best shards to play on. The people on this shard are not employees. If you have an expectation of fast responses with a range of support depending on your issue, then it would be best to play on the official shard, where it is their job requirement to respond within a certain amount of time.
The current price of such expectation is 12.99 (usd) a month.
Otherwise, have patience, the volunteers of the shard will get to it as they can, when they are not working their day jobs, and have time to address the tickets in the system.
That being said, I have had to use the ticket system one time in my 6 years here. I had a stove that I could not move, use and axe on, etc. A few days later I logged on, and the stove was in my backpack. Like a goofball, I accidentally placed the stove in the exact same spot in the house.... it has been there ever since. Since I didn't learn from my mistake the first time, I left it there, in my first very small house, that I keep out of nostalgia
I would say only this: This is a free to play service ran only by volunteers. This is not a server that charges you a fixed amount every month to play. You can donate if you wish, or not. The admins (various types) are here purely as a desire to keep the shard running, not to be driven by a profit margin.
In my opinion, this one one of the best shards to play on. The people on this shard are not employees. If you have an expectation of fast responses with a range of support depending on your issue, then it would be best to play on the official shard, where it is their job requirement to respond within a certain amount of time.
The current price of such expectation is 12.99 (usd) a month.
Otherwise, have patience, the volunteers of the shard will get to it as they can, when they are not working their day jobs, and have time to address the tickets in the system.
That being said, I have had to use the ticket system one time in my 6 years here. I had a stove that I could not move, use and axe on, etc. A few days later I logged on, and the stove was in my backpack. Like a goofball, I accidentally placed the stove in the exact same spot in the house.... it has been there ever since. Since I didn't learn from my mistake the first time, I left it there, in my first very small house, that I keep out of nostalgia
Soylentgreen
Re: Handling Tickets
Well, I'm concerned that your very first post on the forum was to complain about the level of service here.Danni wrote:Is anyone else not having their ticket handled? I submitted a ticket almost a week ago to see if they could replace an item that was accidentally deleted and haven't heard anything. Someone else in game chat said she submitted a ticket over 3 weeks ago and hadn't heard anything.
Is this the expected level of service? All players should have the right to have their issues addressed in a timely manner and I'm very concerned about the level of service offered on this shard.
Points the way to the logoff button
- Per wiki " The recovery may be done in a day or two, but sometimes it can take a week or even longer. Even if it takes a long time, if you have sent the request within two weeks of losing it, it still counts.
- As others have already said, your in a queue, when they get to you, they get to you. The GMs would prefer to clear things up as in 1-2 days, that is their goal, but that's not always possible. Not all GMs have the same level of accessibility to the inner workings or the shard, only +C can help you and I bet he has a queue right now.
- Perhaps you could have added a note to your original help request ensuring the GMs can assist you and politely ask for a eta.
Instead you create a profile on the forum to complain about a delay in getting help for something you caused yourself.
Pretty sure the item didnt go poof, you either dropped it, trashed it or died with it on you. All of which are your fault and i personally don't think GMs should even recover stuff for our mistakes.
This a free shard with volunteer unpaid GMs who are doing their best to help everyone as quickly as possible.
If you paid $15 a month you MAY have a right to complain.
Another option for you is to be in good standing, get some time in and apply for a GM position so you can assist the GMs in assisting us.
.... or you can sit back and complain, but you are not winning any friends by doing it.
Up to you mate.
Re: Handling Tickets
To put it bluntly, +C has to crawl back through past saves to find the item, which can be a time consuming process.
Character name: Ebony
Re: Handling Tickets
WOOOOOWZA!!!
You posted this one Feb 13 and that was also your joined date. Now I understand that the joined date can be misleading as my joined date is not the same date as I joined the server but my thought process here is....what exactly did you lose that was so important that you put a ticket in to begin with? If your start date and server joined date are roughly the same as in you just started a few days ago then why not just ask people in the server to help out? In my first 2 days I had nothing worth keeping and I have probably trashed it by now lol.
I'm not going to bash on you even though I do think you took the wrong tone and deserved what your got in response as this is great shard from my time here, but I will offer you a hand and say if you PM me in game or just message back in this thread I can probably help you. Unless you trashed some crazy good Doom artifact in which case I'm wondering how this happened to begin with because it's probably on you and shouldn't be recovered. I can probably give the item to you and you can revoke your ticket and move on. That's up to you...just trying to give you a hand.
You posted this one Feb 13 and that was also your joined date. Now I understand that the joined date can be misleading as my joined date is not the same date as I joined the server but my thought process here is....what exactly did you lose that was so important that you put a ticket in to begin with? If your start date and server joined date are roughly the same as in you just started a few days ago then why not just ask people in the server to help out? In my first 2 days I had nothing worth keeping and I have probably trashed it by now lol.
I'm not going to bash on you even though I do think you took the wrong tone and deserved what your got in response as this is great shard from my time here, but I will offer you a hand and say if you PM me in game or just message back in this thread I can probably help you. Unless you trashed some crazy good Doom artifact in which case I'm wondering how this happened to begin with because it's probably on you and shouldn't be recovered. I can probably give the item to you and you can revoke your ticket and move on. That's up to you...just trying to give you a hand.
Re: Handling Tickets
Yep, depends on the type of ticket and when in the day or week you send it. We're starting to at least confirm for every ticket that we received it, though actual fixing of an issue can be a simple thing, or a hard case that only I have the capacity to tend to.
I just opened your ticket and remembered of this forum thread. It's not a case for an actual regular recovery, but I'll undo this relayer mishap.
I just opened your ticket and remembered of this forum thread. It's not a case for an actual regular recovery, but I'll undo this relayer mishap.
+Colibri, Administrator of UO Excelsior Shard
Don't know what the purpose of your life is? Well then make something up!
(Old Colibrian proverb)
Don't know what the purpose of your life is? Well then make something up!
(Old Colibrian proverb)
Re: Handling Tickets
+Colibri wrote:Yep, depends on the type of ticket and when in the day or week you send it. We're starting to at least confirm for every ticket that we received it, though actual fixing of an issue can be a simple thing, or a hard case that only I have the capacity to tend to.
I just opened your ticket and remembered of this forum thread. It's not a case for an actual regular recovery, but I'll undo this relayer mishap.
