Question about Anet's support team

I deleted my PvP character about a week ago and then completely lost the slot. No blank slot or create button to push. I sent a ticket in tthrough PlayNC or whatever it was and got a relatively irrelevant automated response (rambling on about reasons a character would be deleted...). I have a question for anyone familiar with Anet's support behavior: Since I've received no email from them since the auto-response, does this mean I've gotten the brush or are they just so busy that it'll take a few weeks to get my slot back?

I'm not that familiar with ANet's support, but some other people have had the same problem. You could try bumping the ticket and politely asking about the status, though.

As I said in the other thread, send them a reply saying that the automated response didn't help.

Well, the auto-response is a "non-reply" email. As it turns out I learned from the "serious problem with the online store" post that this was a fraud-protection billing issue and I was actually refunded the money for the slot.

Always send another email after the automated response. I'm not sure a person even looks at the email unless you've tried it after the automation.

You should not need to send a follow-up. Here's what happens: All updates to the ticket are presented on the Ask a Question page. (That actual answers are not emailed to you.) Each time that Ask a Question (your personal ticket) page is updated, you will get an email telling you to click the link to review the latest update to your issue. You click the link, get the update, and add to the ticket if you have more to say.

But first, though, while still in the system submitting the issue at the very beginning, you will be offered a list of potentially-helpful links. When you get those links, you will then be asked if you wish to submit a ticket and if the links did not solve your issue, you should do so. Speaking to support just now, it's possible that some small number of people are not submitting a ticket because they're not clicking the proper button to do so. You must submit a ticket through the Ask a Question page in order to get into the queue, and the very next update will not be an automated response, but will be from the first tier of review, letting you know the initial steps towards problem resolution.

I hope this is helpful.

ahh, sorry Gaile, haven't needed support in a while, didn't know there had been some changes to how it works

It's not anet, it's ncsoft and their support sucks. Ask anyone who's tried to resolve anything with them. It usually ends up with Gaile "looking in to it" before anything gets done.

i have needed NCsoft support 3 times including once when their system lost my master account if that qualifies as major to you.

each time was sorted out in a matter of hours except the account one that was delayed 2 days as i found the various keys in my big keep all erceipts mixed up box and sending them the latest found key updates.

they sorted the keys and poof i had everything back.

outstanding service on all 3 times and on the key one the delay was my fault but they thanked me for my patience.

outstanding service for me so far

Wow, grats to you. I'm glad it went well, but you are the first person I've heard that has anything good to say about them.

Probably the people that are happy with their service don't post about it that often.

We were having serious issues with disconnecting. They worked with us by having us run various tests until the problem was identified. Turns out that the problem was with one of the places after our ISP and before it gets to the game servers. We were also working with our ISP on this...Xbox live people were also having the same disconnect problems. Once the other people were contacted (I think both our ISP and NCsoft contacted them) the problem was resolved.

So yeah, good service the one time we asked for service.