How long before your ticket was worked on?

[I_royalty_I]

I put in a ticket for one particular account over a year ago, and it still shows that it is "open". The account isn't frozen, but there is an issue when trying to login. I sent the ticket and all sorts of relevant information to them originally but it hasn't been worked on AT ALL.

Is that normal?

I added an update, trying to see what the issue was, but I'm not sure if that will help or just push me to the back of the line again.

It still blows my mind that a support ticket could take that long. Any self respecting company would have proper SLA times in place to get feedback sent as quick as possible. Measuring response times in days is usually fine. Weeks is pretty slow, months is unacceptable, and years is just insane

[Chili]

hey Royalty, if you want to ''push up'' that ticket fast, i'd recommend you sending a message to Neopets on Facebook, my ticket was just ''Open'' for like 2 weeks, then i contacted them on facebook and i got this



then magically my ticket was answered 2 hours after that. and i kept getting answers once per day (except saturdays and sundays)

remember to send your ticket number
(you need an account to see links)
good luck

PS: this goes for everyone who's getting some delay with their tickets, it really works for me

[elizachan]

I don't have experience with tickets (thank god) but I agree with how awful the customer service seems. Never have I encountered a company with such terrible customer service. It's insane. Everywhere else gets back to me in less than a week if not immediately.

[I_royalty_I]

hey Royalty, if you want to ''push up'' that ticket fast, i'd recommend you sending a message to Neopets on Facebook, my ticket was just ''Open'' for like 2 weeks, then i contacted them on facebook and i got this



then magically my ticket was answered 2 hours after that. and i kept getting answers once per day (except saturdays and sundays)

remember to send your ticket number
(you need an account to see links)
good luck

PS: this goes for everyone who's getting some delay with their tickets, it really works for me

The only issue with that is I don't really want to message them from my personal facebook account haha. I guess I could always make a fake one and send them a message that way. Worth a shot at least, considering how insanely long it's taken them to do.. NOTHING haha
I'll give it a shot.
Did you just tell them that you've been waiting forever, and then drop the ticket number in there?

---------- Post added at 08:54 PM ---------- Previous post was at 08:53 PM ----------

I don't have experience with tickets (thank god) but I agree with how awful the customer service seems. Never have I encountered a company with such terrible customer service. It's insane. Everywhere else gets back to me in less than a week if not immediately.

Exactly! It's so crazy how long it takes them to do anything. If I took even a week to get back to somebody where I work now, I'd be in major trouble. Even a day is usually too long to make a customer wait. Granted, not everyone on neo is a paying customer.. but still.

[Chili]

The only issue with that is I don't really want to message them from my personal facebook account haha. I guess I could always make a fake one and send them a message that way. Worth a shot at least, considering how insanely long it's taken them to do.. NOTHING haha
I'll give it a shot.
Did you just tell them that you've been waiting forever, and then drop the ticket number in there?

---------- Post added at 08:54 PM ---------- Previous post was at 08:53 PM ----------



Exactly! It's so crazy how long it takes them to do anything. If I took even a week to get back to somebody where I work now, I'd be in major trouble. Even a day is usually too long to make a customer wait. Granted, not everyone on neo is a paying customer.. but still.

yup, make a new facebook profile, it won't take more than 5 min.
i just told them that it's been 2 weeks since i sent my ticket and the status is still ''open'', then i put the ticket number and that was it, they answered the same day.

[Aura]

my ticket was never worked on lolll from years ago

[Raylu]

unlike most users, me messaging and posting on neo's facebook achieved nothing.

BUT regularly posting in the ticket waiting board (usually during working hours and immediately after updating my ticket, which i did once every few days) got me a response in about a month. after that i got multiple responses per day until everything was sorted.

good luck with your ticket dude!

[TheButt]

Try creating a new account and posting on the thread in the help board. I was able to get my ticket looked at pretty quickly when I posted there. Keep posting there until someone takes up your ticket.

[Ban]

I still have one open from 2012 so... lol

[Irohh]

I think it really depends, the first few tickets I submitted were answered within days but they slowly took more and more time to answer. A few days turned into two months, and the most recent ticket I submitted is still open from 2014 I think slow response time is pretty standard for TNT with how their staff's gotten lately, like Chili said Facebook might be a good shot. You could maybe try emailing them directly through the address linked on the support page? Not sure on the effectiveness of that though. Good luck on getting it solved!