Devoider Posted May 31, 2019 Share Posted May 31, 2019 (edited) Updated 7/6/19: The problem is already fixed, the problem solved in 12 days. My support ticket #1743055 submitted since Saturday, May 26, 2019 The problem have been starting since 6 days ago, I have some problem with the graphic in game, so I reinstall the game. I login to the game normally, but then it ask for identity verification, so I tried to login to my email, and I can't login to it (I suspect either I forget my password or my email is hacked), so I sent the support ticket to change the email linked with my account to my previous email account that I had linked with this account (the email that I can't login is the second linked email with this account). I showed the support with the email that Warframe send a request for an email change to my previous email to prove that I am the owner of the former email. However, up until now, there is no response from the support, despite it only take at most 30 mins to check the proof both on my side and their side, and then change the email for me (I knew that there are a lot of support tickets, so I had wait for many days). Today is friday, and if the support still not response my ticket then I will have to wait for 2 more days, so I will not be able to login to this game for at least 8 days. I see some serious problem with warframe support, the time it take for them to response is too long, please consider improve the response time for warframe support. Edited June 7, 2019 by -Xtharvind- Link to comment Share on other sites More sharing options...
Myscho Posted May 31, 2019 Share Posted May 31, 2019 6 days is nothing, can be 3 weeks and more till response 3 Link to comment Share on other sites More sharing options...
(XBOX)ShadowBlood89 Posted May 31, 2019 Share Posted May 31, 2019 DE support is very busy an cant answer your support ticket 2 seconds after you submit it, as there are hundreds of thousand support tickets going in each day. There staff working through all of them as fast as they can, as simply they are human not celphon staff. you having this issue while DE is still constantly trying to work through tons of bugs an fixes that need to be sorted with for update 25. Is indeed no reason to say that DE staff is slow, lazy or incompetent, as i doubt you understand how there work flow goes but only understand that you havent been able to get in game for lil over a week. I have had issues an submitted a ticket an took a month to get a response back, BUT i have not complained that DE staff took too long as i know that this game requires alot of work from various departments of there team. Meaning when some members of there staff have nothing to do they could possibly be helping out the support team with answering the tickets to help out with the volume of them. Link to comment Share on other sites More sharing options...
(XBOX)Zweimander Posted May 31, 2019 Share Posted May 31, 2019 Your not the only one with problems and i'm sure your problem is not the worst either way so you need to be patient. Lots of people submit tickets and wait even longer for more serious issues so chill and consider the fact that they are busy most of the time and your no the only person on the planet... Link to comment Share on other sites More sharing options...
Nullivoid Posted May 31, 2019 Share Posted May 31, 2019 I'ma be on team Xtharvind here. Link to comment Share on other sites More sharing options...
Shalath Posted May 31, 2019 Share Posted May 31, 2019 I'd have to double-check the dates from the last time I saw a ticket ID but based on the one in the screenshot I'm estimating they are dealing with 20k or more tickets a month. Link to comment Share on other sites More sharing options...
(PSN)Hikuro-93 Posted May 31, 2019 Share Posted May 31, 2019 Join the line, don't forget to thank those who clutter it up with uninportant matters as well. Link to comment Share on other sites More sharing options...
Melanholic7 Posted May 31, 2019 Share Posted May 31, 2019 1 час назад, (XB1)ShadowBlood89 сказал: DE support is very busy an cant answer your support ticket 2 seconds after you submit it, as there are hundreds of thousand support tickets going in each day. There staff working through all of them as fast as they can, as simply they are human not celphon staff. you having this issue while DE is still constantly trying to work through tons of bugs an fixes that need to be sorted with for update 25. Is indeed no reason to say that DE staff is slow, lazy or incompetent, as i doubt you understand how there work flow goes but only understand that you havent been able to get in game for lil over a week. I have had issues an submitted a ticket an took a month to get a response back, BUT i have not complained that DE staff took too long as i know that this game requires alot of work from various departments of there team. Meaning when some members of there staff have nothing to do they could possibly be helping out the support team with answering the tickets to help out with the volume of them. dude, i can understand ur opinion, but the things is - its their work, i mean "game company" to "solve bugs/problems of players" and if their X support worker is not enough - they should hire more of them. Simple as that. I mean, not unstant answer is fine for sure, but SUCH a long answer isnt acceptable. Idk, im just comparing to other games, u know. For example Path of exile with same amount of players (or probably more,i guess)...they are answering much faster. So,people whining not withour a reason - they simply compare to other huge games too. And Warframe isnt winning this fight. 2 Link to comment Share on other sites More sharing options...
Walkampf Posted May 31, 2019 Share Posted May 31, 2019 vor 20 Minuten schrieb (PS4)Hikuro-93: Join the line, don't forget to thank those who clutter it up with uninportant matters as well. Yeah, like people who forget the credentials to their e-mail accounts. Link to comment Share on other sites More sharing options...
Walkampf Posted May 31, 2019 Share Posted May 31, 2019 vor 2 Minuten schrieb Melanholic7: Simple as that. Yeah, no.... it's actually a lot more complex. 1. DE is a relativly small studio, thus their ressources are finite. 2. the amount of support tickets arn't constant. If they simply hire more now, They will have to fire people, when the amount is lower. I always enjoy the topic of DEs time to solve tickets. You can isntantly figure out, who has a job and who has never had an actual job in their life. Link to comment Share on other sites More sharing options...
Spectre-8 Posted May 31, 2019 Share Posted May 31, 2019 (edited) They can ban you on the forums in seconds though , speaking from exp ofc. Edited May 31, 2019 by Spectre-8 Link to comment Share on other sites More sharing options...
Els236 Posted June 1, 2019 Share Posted June 1, 2019 (edited) Il y a 13 heures, Walkampf a dit : Yeah, no.... it's actually a lot more complex. 1. DE is a relatively small studio, thus their resources are finite. 2. the amount of support tickets aren't constant. If they simply hire more now, They will have to fire people, when the amount is lower. I always enjoy the topic of DEs time to solve tickets. You can instantly figure out, who has a job and who has never had an actual job in their life. Sorry, but look at nearly any other developer or website support system. At maximum it takes a week to receive a support ticket update, no matter what site you're on, whether it's a huge one like Facebook or something much smaller, they usually reply within 48 hours (business days) and cap out at a week. Warframe, for a game as big as it is, taking up to 3 weeks for a reply (for me at least) on a support ticket is a joke and something I fervently believe is just plain wrong. DE is made up of like 150+ people (last I heard) yet somehow you only ever get 1 of about 5 different people replying to support tickets. I know DE outsource their support system, but seriously, they need to up their game. P.S: Not to mention the fact that it takes them so long to reply that half of the time you either give up and quit the game or they end up not being able to help you because so much time has elapsed. Example: losing a prime item on a relic mission because of a bug then because you've obviously run the same mission 1000 times in the time it took them to reply, they cannot find the correct mission where you lost that item and they say they can't help (essentially the issue I had). Edited June 1, 2019 by Els236 Link to comment Share on other sites More sharing options...
(XBOX)Ubern00ber88 Posted June 1, 2019 Share Posted June 1, 2019 3 hours ago, Els236 said: At maximum it takes a week to receive a support ticket update, no matter what site you're on, whether it's a huge one like Facebook or something much smaller, they usually reply within 48 hours (business days) and cap out at a week. Yeah, no. This is not a hard truth especially in the gaming scene. Examples of recent tickets I have personally sent: Neverwinter: 3 weeks to initial respones DokkanBattle: 2 weeks (minor bug report) Capcom (Monster Hunter World): 4 months and no reply after initial details entered. 6 days for an initial response seems normal to me with a resolution around the 10 day mark depending on the issue. While not impossible I would personally consider it miraculous to hear from a support team 48 hours in. Link to comment Share on other sites More sharing options...
Devoider Posted June 1, 2019 Author Share Posted June 1, 2019 21 hours ago, (XB1)ShadowBlood89 said: DE support is very busy an cant answer your support ticket 2 seconds after you submit it, as there are hundreds of thousand support tickets going in each day. There staff working through all of them as fast as they can, as simply they are human not celphon staff. you having this issue while DE is still constantly trying to work through tons of bugs an fixes that need to be sorted with for update 25. Is indeed no reason to say that DE staff is slow, lazy or incompetent, as i doubt you understand how there work flow goes but only understand that you havent been able to get in game for lil over a week. I have had issues an submitted a ticket an took a month to get a response back, BUT i have not complained that DE staff took too long as i know that this game requires alot of work from various departments of there team. Meaning when some members of there staff have nothing to do they could possibly be helping out the support team with answering the tickets to help out with the volume of them. I didn't wait 2 second before I make this post, and it is as I expected, they don't answer it, so I have to wait for at least 2 more days 🙂 19 hours ago, Walkampf said: Yeah, like people who forget the credentials to their e-mail accounts. I suspected that my email is hacked because I already remember the password which I set really easy, nice comment though, keep it up. 19 hours ago, Walkampf said: Yeah, no.... it's actually a lot more complex. 1. DE is a relativly small studio, thus their ressources are finite. 2. the amount of support tickets arn't constant. If they simply hire more now, They will have to fire people, when the amount is lower. I always enjoy the topic of DEs time to solve tickets. You can isntantly figure out, who has a job and who has never had an actual job in their life. Does my real life matter for this issue? So, if I don't have a job in my real life then I can't send a feedback? That is a fallacy. You have to focus on my feedback of quality of their service, not my real life. Btw, guys so because the other games' company response support even slower than this, then this game can be even more slower than those game? Is that how it should be? To be the best game for slowest/slower support response? I don't think it is okay to compare to other games as an excuse, right? Link to comment Share on other sites More sharing options...
Sir_Carl Posted June 1, 2019 Share Posted June 1, 2019 41 minutes ago, -Xtharvind- said: Does my real life matter for this issue? So, if I don't have a job in my real life then I can't send a feedback? That is a fallacy. You have to focus on my feedback of quality of their service, not my real life. Btw, guys so because the other games' company response support even slower than this, then this game can be even more slower than those game? Is that how it should be? To be the best game for slowest/slower support response? I don't think it is okay to compare to other games as an excuse, right? I don't think you understood. What I assume he's implying is that if you do have a job, you will understand why DE is taking too long to respond. Also, the ridiculous suggestion of "just hire more people" isn't as simple as you might think and having a job might help you get perspective on things. It's not a personal attack against you The comparison to other games only shows that no matter which game, there will ALWAYS be times where the response might take long because of several factors, such as the amount of support tickets sent for example. You just sent it at a probably busy time, it also depends on what you are asking really. I've sent several support tickets and usually the response for me is within a week. Link to comment Share on other sites More sharing options...
ZeroBladeTV Posted June 1, 2019 Share Posted June 1, 2019 DE support is slow? Nah, wait 'till the only answer to your 30 tickets is "We just want to confirm you're still having these problems" instead of fixing the problems themselves. Link to comment Share on other sites More sharing options...
(XBOX)GearsMatrix301 Posted June 1, 2019 Share Posted June 1, 2019 Still waiting on the response to my ticket regarding a....specific Xbox Moderator issue. Link to comment Share on other sites More sharing options...
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