Visuals (Note: Off-site, hosted on Imgur) [sup]double note: the name of all ticket responders has been removed so I'm not targeting[/sup]

I have never -- literally never -- in my 12 years on this site had a ticket center experience like this. This starts back in November. The site was being funky, it was the holidays, and my subscription that I've had active since August didn't register. I made a ticket. Everything went perfectly fine. It took less than a day to correct the issue. It was as the ticket center has always been: courteous, efficient, and fast.

However.

This happened again in December. I've been on-and-off, so I didn't think to check past the charge as the site seemed to be correcting itself rather quickly thanks to the help of Bug, Keith, and I'm sure countless others. When I did notice, I filed another ticket. However, the second image linked in the visuals up there is what's happened. It's been over three weeks without any response what-so-ever. In fact, in three days it will have been twenty days of no response. Not a "hey, this is taking longer"; or a "we're really backed up -- just checking in"; nothing.

Is there something going on the back-end that I don't know about? Did this somehow get lost in the shuffle? Because, unfortunately, after having posted multiple times on this ticket I have no other option but to take this to the court of public opinion. I'm trying not to be rude, or hateful, but gosh diddly darn it I'm so salty I could spit an ocean. This is not, at all, the customer service experience I've ever had with Subeta. In fact, because I'm a salty busybody, I went back through all of my tickets and have never in the history of my "2008-09-28 19:58:19" (first ticket) to "2019-11-29 15:44:21" (this ticket) had something take this long to illicit a response without prior notice/check in.

tl;dr Over 3 weeks for a ticket response. Zero communication. Real. Life. Money. Am I crazy? Something I'm not seeing? Anyone else?

[edit]

As of 01/27/2019, my ticket/GA/CSC has been resolved & credited.

Did you ever get a response? Because I am having the same issue. I submitted a ticket on 12/6/19 that my automatic renewal didn't work. Even added the info from my card for the money removed and then a week or so ago tried emailing with screen shots.

This is a bit much, yes? Someone has been assigned, but it has been almost 2 months and nothing! I don't understand. Please give me back my money or my GA & CSC. When I responded to the ticket again it was ignored. So much ignorage.

I'm also having problems with my subscription - my GA is getting longer with each day instead of expiring, so I haven't been renewed because it hasn't hit zero. I got more of a response than you did, but I thought it would be faster when it dealt with real money. Like please, take my money so I don't have to worry about it.

Still no response for me either. The first time was so simple, and smooth. I'm just appalled by this. I've worked customer service for coming up on ten years. Anything is better than nothing -- especially when it comes to real money. If this was sP, or site currency, that's one thing. But it's not.

Like. I had to BUY my 1 month GA. On top of the real money I already spent and didn't receive things for. I just don't understand.

Hopefully someone on staff addresses this quick, cause this is absurd and very uncharacteristic of them. I mean, tickets getting ignored or forgotten has been an ongoing problem. I had a problem last year that took 2 months to fully resolve. I even had to badger them after a month had passed because I had been instructed to send an inquiry to the support email for help, and had to wait for a response. I think they forgot about my situation entirely because I checked in a couple weeks later, asking if they got my email, 10 days passed, and I had to post another reply in the ticket to get their attention.

And the fix to the problem was relatively simple too. In that time of waiting for a solution, I was locked out of site features and couldn't use things like my vault. It sucked. At least it hadn't involved real money.

don't be afraid of the public forum. Nobody in their right mind should defend staff on this issue.

I'm not even sure how to word my experience but I will try.

In early December I experienced a bug that was potentially abuse-able and filed a ticket. The first staff member I got was really helpful and responded very quickly, but the issue was rather complicated and I had to have my ticket transferred.

The issue I was having was time sensitive, as in there was only a certain amount of time that staff could actually take TO help me, before the issue would be no longer be fixable.

The second staff member I was assigned to never once responded. Not during the time the help could have been applied, and not after. I still haven't received a response, or even had the ticket closed now that it's no longer something they can fix. Ticket was transferred 12/9, and is still open today even though it's been a full month since help could have been given.

I fully understand staff is busy, but it really bothers me I wasn't given even a simple response of "I've got your ticket" or "I'm looking into it" or EVEN "Okay since this is technically resolved I'll close the ticket now." I'm not even sure if this staff member is active, as there is nothing on their account activity (from a quick glance) that suggests they have even been onsite since I was assigned them. OTL

(I am fortunate that the bug I reported wasn't abused from what I could see, but that doesn't mean I never deserved a response.)

Not a ticket related issue but I reported a bug I'm still encountering a month ago now and not a word from staff on it. Just the zero communication seems to be a thing now.

I never had any problem with things that could be solved by any UA on site - UAs aren't really the problem, they do with what they have.

However, if your ticket needs something else than a generic UA, the moment you need someone specific, it's really hit or miss. The moment it's more complicated, it can be very troublesome and that's not bueno.

Lack of communication from staff is gonna fucking kill this site. Only thing to do is bug the shit out of them with pings.

I feel like if you need a ticket transferred at all (even from one UA to another) it takes a long time for it to get addressed. I feel like I usually get a good response from the first UA, but the second takes a while. I once had a ticket open for two months with no response after it was transferred to another UA, complained about it in the forums, and another UA took it over and it was just... a question.

You know, I think that it would actually work well to have the ticket center ping the staff member again after 72 hours.

I know that like, a decade ago, I had issues at times with higher maintenance tickets, and that I would absolutely have love to have Navi yell at me via pings every couple days or so.

- thank you very much!! It seems may still be having an issue on their ticket too. Can you see about them as well?

thanks so much! My ticket has been re-assigned. Hoping for a resolution soon! thank you as well. I appreciate all the help :)

A little fairy sprite reminding a UA after 72 hours of silence to check a ticket doesn't sound so bad. Better than worrying about the moon falling after 3 days. Although more complicated tickets might require more time so I imagine for a UA, the 3 day cycle would become reminiscent...

I need this looked into for me as well please. I submitted a ticket since y'all have my money but the staff member I was assigned to hasn't responded to other open tickets they have for over a month, so I have 0 hope of this being resolved by them (no idea why they're a supervisor either, considering the consistent way I know I'll never get a reply from them).

This is real money that you have that I'm not being credited for, and since I owe money to people on here for cws, I need a response soon, not three months from now.

Forgive me if I sound like an ass, but how come the admins themselves don't post here and instead you have to play messenger for them?

Since I've had no response aside from my ticket being assigned to a staff member who's MIA...

Should I just initiate a charge back since my payment is fully processed but I don't have my GA renewal or my csc credit and I need that to pay for CW slots I owe on?

I don't have spare money to make up for the CSC I'm missing - I use some of the very little money I have each month to support this site - a response from someone somewhere would be nice.

I’d avoid that since someone was frozen instantly for doing that and to get their account back had to repay the money they’d charged back AND the chargeback fee.