Portalarium support -faster (updated)

Discussion in 'General Discussion' started by Brass Knuckles, Apr 28, 2019.

  1. Dark Tidings

    Dark Tidings Avatar

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    multiple tickets over the course of several weeks, no response on any of them how far behind are they running?
     
  2. oplek

    oplek Avatar

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    It does seem like there's a common theme of "going dark" on progress information... which is ironic, given the 10+ hours a week that are supposedly used to answering live questions.
     
  3. Lazarus Long

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    About 2 weeks or so.

    As well .. weekends don't count :)

    Standard reply states 10 business days..... longer during release weeks.

    "Thank you for contacting us! We have received your request and are working on responding to you as soon as possible.

    Since we are a small team, please allow up to 10 business days for a reply. During release weeks, responses may take longer.

    We apologize for any inconvenience this may cause and thank you in advance in your understanding."

    So if ya send a request in on say Wednesday. By next Wednesday your only at 5 days. Bear that in mind.

    With that in mind I recently had a ticket answered in 13 days <total not business days>

    Hope that helps.

    Laz
     
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  4. Alleine Dragonfyre

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    Response time has always been "up to 10 business days." They hired a new person and I'm sure there was a backlog.
     
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  5. Astirian

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    Yeah, there's a backlog, I just had something resolved and it took a while - but it did get done! :)
     
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  6. Fungus44

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    Like many folks frustrated at lack of response I last ticketed in Feb after multiple emails sent on the same ticket number which generated zero replies since Dec 18. I've left it be since then though as I was informed via forums (another member not staff) that updating a ticket sent it to the back of the pile.

    If you were skeptical you'd think any ticket with the heading 'wheres my box' get automatically ignored, so sorry but that blows that out the window info in your response sir. They've lost umpteen additional in game orders from me or 'active player' stat as I can't see why I should bother if they don't have the decency to respond or even send out a generic email to all those still awaiting their hard copies.
     
  7. Hillt

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    My friend who got me into the game still hasn’t gotten a response in 2 months and 4 emails. It might be a tough fix for him but any response would be nice.

    I’m starting to think it’s about who you know not how long you wait. Oh well it’s one less subscription until it’s fixed.
     
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  8. Blackghost

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    Yeah, same here. I start to think that something might be wrong with Port.. There is like ZERO communication from them not even a post about that problem.
     
  9. Dark Tidings

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    I did get one of my tickets resolved today, so Some one is working them!
     
  10. ShirZ

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    I did not receive my physical rewards. On Feb 11, 2019 I sent an e-mail to support. I received a reply that my package was return to sender on April 18t, 2019. They asked for an updated address os they could ship it out tomorrow. 11 days later it's still not here, but I will give them some more time. Someone is responding. But there seems to be a 2+ month lag.
     
  11. Duke Gréagóir

    Duke Gréagóir Legend of the Hearth

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    You
    May want to change the thread title to better reflect.
     
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  12. Arkah EMPstrike

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    They did post about it
     
  13. Dark Tidings

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    2nd ticket resolved there grinding them out now!!
     
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  14. Sonja

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    Portalarium desperately needs another Sarah.
     
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  15. Dark Tidings

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    Apparently Sarah was over qualified, so maybe just a Sar half a Sarah might be enough.
     
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  16. the Lacedaemonian

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    Considering I put a ticket in several months ago, I guess I'll just have to be happy if I get to play around with crafting specialization and grandmaster effects for a little while. Looking like that will be by the end of June. Funny how it was promised initially to have been in by now. Fortunately I'm only paying $9 a month for this :D :D
     
  17. idaniod

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    I've been waiting since November for customer support, then since February, then since march.... :( So definitely longer then 10 days from customer support for me.
     
  18. Lord Tachys al`Fahn

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    Been waiting for an answer since last July...

    Just sayin’...