You'd be lucky to ever get anything resolved through Turbine's ticket system, much less in a timely manner. Calling is the only way anything happens.

Terebinthia wrote on Aug 20^th, 2013 at 1:50pm:


Well you know it, I know it, Fhili should know it as I've been repeating it to him every week for a month... but ht still hasn't done it...
And it's wrecking the Monday Group, as we have to find LVL 19 quests we haven't done and he has access to... ( right now there isn't any left, so we are stuck with buying him pass and hoping he won't crash )

cdr wrote on Aug 20^th, 2013 at 1:59pm:


I know, I'm not the person that need to call Turbine though and I can't call in his place. ( even if I know his account name and I have a good chance to be able guess his password )
Still it shows the level of incompetence of the customer support...
I work in customer fucking support, and when a ticket arrives it is looked at immediately, at least to see if it needs to be kicked a level up, if it's something that needs to be handled immediately ( as in emergency ), or if it can wait a bit ( if we have other things to do ).
We send a progress report at least once a week for each and every cases.
Turbine is not even able to acknowledge ( beyond the automated response ) the case, nor to actually look at it and keep in touch with it's customers.