Tree of Savior Forum

Sincere Question: Has anyone ever gotten something resolved through Support Tickets?

General Discussion
#1

I’m genuinely curious if anyone has ever had a support ticket resolved for the issue they were having? I’m not trying to rag on IMC here, but I have a distinct feeling that they don’t actually answer questions personally and likely don’t even have the power to provide in-game support even if they did.

I base this off various tickets I’ve sent in the past and three I’ve submitted today on the same issue. The reason why I submitted today and what leads me to my conclusion, is I was asking about a certain TP purchase and was not requesting TP compensation or refund but something different. The first response I received was a generic response stating they don’t offer TP refunds. I filed a second ticket, attempting to make a request and ask for assistance in a different way, I received the same exact response verbatim that they don’t do TP refunds. I finally filed a third ticket, indicating in bold that I was not asking for a TP refund. The third response was also generic but different. They now responded that they don’t provide refunds of VIP Tokens?? I never even mentioned the word token, my purchase wasn’t in reference to a token and was not even remotely related to VIP Tokens.

This all sort of confirmed what I’ve been thinking, the support ticket is just in place to make it seem as if they have a support structure in place, but I don’t think that the persons responding have any power to actually offer in-game support. I honestly believe they choose a response from a drop-down list that seems to fit the situation best and respond. Either that, or they have an automated system that looks for keywords and responds with an automated response.

I am curious, though, has anyone ever had a ticket responded to in non-generic language specifically addressing your issue (or even better, quoting words you used in your issue?) and, perhaps more importantly, has anyone ever had an in-game issue resolved via the ticket support function?

#2

#3

Never send a ticket, but im curious about this.

#4

Of the few I’ve sent 0 were even a response about the actual topic of my ticket.

#5

Yes.
I had the bug where you couldn’t click the button to accept your class advancement choice, it just wasn’t there.
I filed a ticket and got an answer 10 minutes later…

Sadly, that answer didn’t really address my problem, the answer was actually about something completely unrelated.
I filed another ticket where I worded it a bit differently and another 10 minutes later, they fixed my problem!

It’s really weird…

1 Like
#6

Got answer? Sure. Was it related to topic/helpful? NO.

#7

No. I asked them if I could have my forum name changed. They just told me that there was an edit feature to my name under the options menu. The edit feature is not available. I told them this and they responded with telling me to restart my browser and relog on the forums until it shows up. They kept telling me this even after mentioning to them several times that it was not helping. To this date I still can’t change my forum name.

#8

I’ve had a few OK responses from tickets.

For that specific request, it’s probably better to send a PM about that to STAFF_Ethan, just explain the situation and whatever desired name you wanted. He did this for a few people in the past, i’m not sure if that’s still the case though. :stuck_out_tongue:

1 Like
#9

Yes, back when Silute was just released and we were having A LOT of connection problems and some maps were bugging characters, i had one of my characters stuck at a map, sent a ticket and they responded within 20 mins.

After passing some information to them on a second ticket(their request) they moved my character to Orsha, solving my problem.

#10

Well, it’s as easy as

  1. Going to your profile -> https://forum.treeofsavior.com/users/jr_batenga/summary
  2. Clicking on preferences -> https://forum.treeofsavior.com/users/jr_batenga/preferences
  3. Then edit your username

It actually is where they told you it should be

1 Like
#11

you know how AI is… lot of A and not much I xD

even if it game support is bad for you and all in any game…

fill in a thicket, better throw questions and miss the answers than never throwing at all…

#12

No, and I’ve sent in about 20 up to now. Always get robotic responses that include “we’ll forward this to the proper department for review” etc. I even purchased TP and hadn’t received it for nearly a month with constant tickets. Never resolved until I went through steam support and have them communicate with IMC on my behalf. Guess what? I got the TP like a day later lol.

Questions concerning suggestions = further to proper department for review

Suggestions concerning the game = no information on this at the time stay updated by visiting our news section

Questions about game mechanics = we don’t want to spoil the game for you, good luck on adventures and thanks for support of tree of savior.

Bugs/account problems = we’re currently working on it

Etc etc

#13

Me, this week i had not got my weakly pvp reward, so i send a ticket after reading the entire topic about it where people are complaining and a GM said to send them a ticket .so i send one and it took 6 hours for them to answer me and send me my reward.

#14

Nothing.png1366×768 305 KB

Nope. Nothing.

1 Like
#15

#rekt

I have no idea and probably neither do they. I’d make a new forum account if the name really makes a difference

#16

Nope aaaaand no.
They did resolve my question if whether someone saw my ticket or there were only bots just like ingame.
Of course, more bots.