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fiestacitizen
03-31-2009, 04:58 PM
Hello all is anyone having the same issues as me? I am filing tickets to CSRs and they aren't responding back. It's been a weak now.

Thanks.
evieevie
03-31-2009, 05:49 PM
Maybe they are just busy? Did you check the status of any tickets you already sent?
mehe25
03-31-2009, 05:51 PM
Being busy doesn't really mean you're aloud to keep someone waiting for a very long time.
King_Obito
03-31-2009, 05:51 PM
Don't expect a fast reply, sometimes it takes even up to 3 weeks. I've submitted 2 tickets this week and haven't gotten anything back so I don't think it's just you. :)
mehe25
03-31-2009, 05:52 PM
Really? I usually get them 2 days later.
Nipah
03-31-2009, 05:53 PM
Being busy doesn't really mean you're aloud to keep someone waiting for a very long time.

technically, that doesn't make sense in my mind. say, you have a friend that wants you to come to out with them, but you have so much work fixing stuff and things, so you tell them tomorrow. then you see that you're still busy, and you tell them the next day. then a week later you're keeping them waiting.
so basically, what that meant, was usually when people are busy, some people are gunna have to wait :/
King_Obito
03-31-2009, 05:53 PM
That's the way mine usually are but since 2 patches ago they've gotten a lot of tickets. I could almost call it being flooded by them XD.
mehe25
03-31-2009, 05:57 PM
technically, that doesn't make sense in my mind. say, you have a friend that wants you to come to out with them, but you have so much work fixing stuff and things, so you tell them tomorrow. then you see that you're still busy, and you tell them the next day. then a week later you're keeping them waiting.
so basically, what that meant, was usually when people are busy, some people are gunna have to wait :/

O_0........my head hurts today so if I say something that makes no sense don't be suprised.
evieevie
03-31-2009, 05:58 PM
Being busy doesn't really mean you're aloud to keep someone waiting for a very long time.

With so many people to reply to sometimes they just get busy. I dont think its a case of being *allowed* to keep someone waiting, although this can be frustrating if your waiting on a reply, I dont think they are sitting at their desks going * oh no its that person again i think ill make them wait a couple of weeks before i bother to reply*! ^^
fiestacitizen
03-31-2009, 06:43 PM
I think if a SCR replies it would make more sense XD cause we will know exactly what's happening in the OSCSD.
nishant-rocks
03-31-2009, 06:54 PM
csr's are backed up right now the new patches that caused a whole bunch of bugs, and theyre probably working on raising the lvl cap so lotts of stuff going on btw they dont only do feista the do the WHOLE OUTSPARK problems secret of solistice , wind slayer, project powder, blackshot so u can imagine all the emails.
onionwarior
03-31-2009, 09:00 PM
always takes 1 day for me .-.
Shadowic2
03-31-2009, 09:39 PM
CSR's will address tickets in the order that they are received when they are able to check tickets aside from dealing with other tasks.

Submitting more than one ticket on the same issue may end up delaying their responses, so try not to send in multiple tickets at the same time.

Between 9:30am and 6:30pm Monday through Friday are their usual business hours, if they aren't caught up with something in the office. During these hours are when tickets are looked at. They do not check tickets over the weekend since no one is at the office during that time. So whatever tickets that were submitted during Weekends and Holidays pile up, and backups do occur.

The estimated response time for a ticket is 2-3 days if they are not busy with countless numbers of tickets from users from all of the games, as well as other projects, report investigations/punishments, and various other issues they have to deal with. If it happens to be a busy week, it could take longer.

They aren't trying to ignore or delay responses to tickets, it's just a very tedious and time consuming task.

I hope this shed some light on your issue. Just continue being patient and they will address your ticket as soon as they can ^^.
drphil
03-31-2009, 09:45 PM
What up Shad? I've been gone awhile. CSR's get hundreds of requests, complaints, and suggestions every day, from all over. I'm sure all that stuff goes through a process so it gets handled promptly and correctly.

by the way, shout out to all the CSR's, CL's, GM's and other OS staff. Missed you guys.
spookyiness
03-31-2009, 09:47 PM
they use a triage system - a quick scan through is done as they wander in i'm sure, so it's probably more about what your problem was (and no, i don't suggest you post it here) - some things just take longer to sort out and answer than others, depending how much background they have to do, or how many other people write.
but you can be sure they have to wade through a lot of garbage to get to the genuine problems, and unfortunately, they are human, and some will fall through the cracks
just be patient, and try not to resubmit the same problem over and over again, cause that just makes it worse
Nephron
03-31-2009, 09:48 PM
O_0........my head hurts today so if I say something that makes no sense don't be suprised.

It probably hurts because Konata keeps poking it. :rolleyes:


Anyhow, when dealing with OS, I've concluded that patience is a virtue. I have every confidence that they'll deal with the tickets, bugs, etc. -- at some point. :)
drphil
03-31-2009, 10:08 PM
sing it with me spookiness....."That's what tags are foooorrr........"

(swaying to Stevie wonder's harmonica)
Bonthra
04-01-2009, 12:22 AM
Between 9:30am and 6:30pm Monday through Friday are their usual business hours,

Pacific Daylight Time a.k.a. Server Time.
Kyo_Sama
04-01-2009, 12:39 AM
Hello all is anyone having the same issues as me? I am filing tickets to CSRs and they aren't responding back. It's been a weak now.

Thanks.


There's your first problem.
SparkValkyrie
04-01-2009, 01:06 AM
off-topic::rolleyes:

Ctrl + Alt + Del

http://img27.imageshack.us/img27/3720/heheyqa.jpg
Bonthra
04-01-2009, 01:46 AM
off-topic::rolleyes:

Ctrl + Alt + Del

http://img27.imageshack.us/img27/3720/heheyqa.jpg

*giggles* That's awesomesauce with a dash of lol.
Teck_O
04-01-2009, 04:23 AM
The CSR's have busy things that need attended to, so it takes a wile to get a response. If you dont like thae way they handle things dont send them an issue your having. Have you ever considered that the CSR's may be backed up due to everyone having game/out of game issues? Take some time realize that not everything comes fast.