I've been trying to remain patient about this issue, but I feel like it's getting out of hand. I have supported the site a great deal for several years, and as a customer I'm bothered by the feeling of staff ignoring the users.

I don't even care about shops and galleries right now, but I absolutely cannot understand the ridiculousness that is staff response to tickets.

I have had a ticket that has gone completely unanswered by the staff member for 3 weeks. 21 days where the assigned staff member can't even post to say "hi, I'm looking into this". The ticket was created March 23rd, I responded on April 3rd asking for an update, got no response. Tried again on April 9th, again nothing. Assuming that the staff member assigned to this ticket was gone or MIA or for some reason not getting any updates, I created a new ticket (explaining why I was doing so). It was responded to and locked by a different staff member nearly instantaneously, telling me to wait.

On top of that, I've got a separate ticket awaiting response regarding an item being in the wrong lineup alphabetically in my CW Shop management page. I've been waiting for that to get sorted out since March 23rd as well. In the middle of that ticket, I was suddenly informed by the staff member handling it that she'd decided to lock my current CW thread because my old (locked) thread had not reached page 3 yet. I linked her to a ticket I had in which I had received permission from a staff member to make the new (joint, not individual this time) thread. The response to that was "oh, we need to look into maybe changing this". My thread has been locked for over a week with no additional response, and again, despite the fact that I had already received permission to create the thread.

For anyone who would like to see proof:

Ticket Requesting Item Layer Correction Second Ticket with explanation that was insta-locked

Ticket Requesting Item in CW Shop Management Page Lineup Correction Part 1 Part 2 - Where my Shop is Suddenly Locked Part 3 - In which I linked the permission thread Original Permission Granted Ticket Mentioned in previous ticket

[edit] Staff response on this thread is very much appreciated, it is nice to know things are being worked on behind the scenes to make ticket issues run more smoothly for everyone. Also 2 of the above issues have been resolved (the layer issue and the item which was listed wrong alphabetically are now fixed).

[edit] As of the morning on April 13th, all issues brought up in my tickets above are now resolved. I, again, appreciate staff response on this thread and the information share. The important staff responses are quoted below (I removed bits that were not relevant, but you can easily find all of the full conversation with staff by scrolling through the thread, as it's currently very short):

three weeks does sound like a ridiculously long time to not hear back about what sounds like a very simple issue? (skimmed them and don't know much about cws and wearables but you just want it moved from one layer to another? that doesn't sound too difficult)

Yep - I don't even care if the response is "sorry for the delay, we're backed up but I'll get this fixed when we have time". Like, it is not a huge issue at all, I know where to find it, but respond once??? I haven't had customer service this bad since the last time I bothered to address an issue on the last pet site I used to spend money on.

I wouldn't worry too much, really. It took awhile for one of my tickets to be answered, but they got around to it about two weeks later. I even became worried that something had happened to the UA that was addressing the ticket and asked another staff member if they were dealing with health issues or personal problems (it does happen!).

Before, it was just the UAs sloughing through MM applications, and now it's dealing with the fiasco and drama that's going on right now. They'll get around to it. YOU HAVE NOT BEEN FORGOTTEN!

yeah I've had tickets where they literally said "I feel like I'm pulling teeth. Sorry for the continued wait!" which is appreciated, makes me feel like I haven't fallen through the cracks. I haven't ever waited that long for something here, usually the tickets have been very good. I really hope this is an isolated incident :/

Its more the lack of any sort of response whatsoever. And also staff locking a thread that I had permission to have and then just prancing off into the distance with no resolution. I've spent a small fortune on items and I cannot release them unless I want to fork over the money myself to direct-to-CS them. Which, hey, is a great ploy if that's staff's goal here.

Yeah, I've had some fantastic staff who at least check in once in awhile (I think the longest delay between any sort of response, even if it was 'still working on it' was like...11 days). To have a ticket assigned to a staff member who can't even be bothered to respond a single time on a ticket in three weeks is terrible customer service. Like, I'd be fired if I didn't answer a question for 3 weeks, even to say 'looking into it'. But maybe that's just how the real world works and here its all magical whatever they want because what can I really do about it.

I think the locking thread was a bit of miscommunication or a memory slip. Tbh, I don't mind the late staff responses since my concerns are not a priority compared to the shitstorm that's hit Subeta. It seriously depends on which UA you receive, but I say just be patient. If they don't respond again for a couple more days, then just respond to the ticket.

Honestly, I'm always surprised when I ACTUALLY get a response from Subeta's staff since I'm so used to the treatment I've gotten from Neopets and some other companies like Nexon. I think I still have two tickets that Neo haven't responded to in over half a year.

I've replied to them both again but its beyond frustrating to be getting no response at all.

I gave up on Neo a long time ago and took myself and my money over here in large part because staff was so good about responding one way or another.

She's handling the large ticket - she's also the one who locked my thread despite my having permission from another staff member. She is also the one who directed the ticket that has been getting no response to the staff member who is currently ignoring it. Unfortunately asking her to help me won't do any good since she's currently not helping me.

[edit] Though I do appreciate your response here and acknowledgement that there are issues with ticket response times and the ease with which they are responded to. Honestly, I'm pretty easy to please most of the time and just someone saying "hey, this is being looked into" goes a long way for me.

in regards to the layering switch, as sweet as is, she's not always around. I, too, have been waiting quite a while to get a response. Maybe staff should hire another member to co-assist with Darling in this particular area so that tickets can be responded to in an orderly fashion instead of making us feel like no one can handle it.

Oh yea, I gave up on Neo lol. NEVER GETTING THAT SIDE ACCOUNT BACK.

But yea, I don't envy their jobs right now, though. :c The staff members I chat with a lot have been super stressed as of late, so I think maybe just wait a bit? How far has your other board been bumped to?

I get not being around, but I don't get the inability to respond even to say "will get to this when there's time" for 3 weeks. Unfortunately that is terrible customer service and would not work in any other industry.

I need 16 more threads to either be posted on or be created before my original thread that I had would hit page three. It has not been posted on since March 18th. The thread at the top of page three hasn't been posted on since March 2nd. Unfortunately there are not enough new shops or people reviving their old threads to move mine down.

And all of this started for me well before staff announced the shop change that caused the hullabaloo.

Well, that sucks, expecially when I had this happening to me:

(sorry my cat DIED and I was too depressed to answer a ticket about pixels, ugh)

(and since it was mentioned!)

has been away off and on for a while now for reasons that are not mine to get into! That being said, I DID Message her to let her know about the ticket - she may have just completely missed the event for it. Other people are able to change layers (though it's not as easy as just clicking a button, sadly!) -- she's just a LOT better at it than I am, so she tends to do it. I'll definitely see about having those tickets directed back my way for the future for a while now at least to help her out/offer some relief. I'll need a refresher course in how to do it so it still may take a couple days though, haha ;) I can say 100% she is not intentionally ignoring you, however!

Ah yeah, it's rather frustrating when you've got issues getting online and tickets are closed so quickly, but staff can leave them open indefinitely with no response.

That was why I had made the second ticket, it was clear to me that for one reason or another, Darling hadn't been online, and since she's the only one who is notified about that ticket, I had no recourse to even request it be transferred to someone else. Again, it's not a huge deal, I know where to find the item, I just wanted to make sure it got into the list of things that would need a fix. I appreciate the response though and I do hope that Darling is okay.

Oh yea, that happened to me before recently and I just made a new ticket and said that THIS UA was dealing with it before. (I'm sorry about your cat!)

I'm not sure how much I can help, really. :C I mean, I can easily revive my old thread, but there'd be no point?

Jessi co-assists CWs with Darling.

Nah, I don't want anyone posting on the other threads just for this sake, as you can be warned for being off-topic. Thank you though!

It's just that three days seem a very short period of time to decide to close a ticket, people have RL issues sometime =/ Overall the CC here is great though, still much MUCH better than neopets.

Yeah unfortunately fixing the layer on CWs only half-works (it will fix it in the wardrobe! Just not other places) and I'm not sure why - it's a glitch that's been around since the dawn of time with CWs that doesn't really seem to have a fix. That's why we TRY so hard to catch it when they're submitted but obviously forget sometimes! I'm actually in the middle of getting a refresher course on it right now :)

is right -- if that happens just submit a new ticket asking to be transferred to the same UA/AA for the same problem and we just pick up where we left off! (Ninja'd... by you, haha. Oh well! you get it)