I was doing a PvE encounter a couple of days ago, nothing fancy, but it bugged on me such that it could not be completed.

I checked again later and it was still broken, so I assumed that it would not reset on its own -- I filed an appeal. Since then I've been logged on at least 6 hours, with no CSR acknowledgment yet.

I think it's been almost two days, and the encounter is still broken -- what the hell? When I signed up for the 14 day free trial, and had some problems moving characters/houses to Ywain, I got responses within the half hour. My cynical impression is that once you actually pay for a subscription, CSR's bump your appeals to the lowest possible priority. Are things usually this bad now? I never had to wait this long to get a response before.

 

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lol you might get a faster response using the Stuck method instead of Emergency, since you are technically stuck and cant complete the encounter


What encounter was this btw? .. maybe there is a trick to it that you don't know about.

 

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That would be a very low priority appeal and could take weeks to be answered. I would suggest that you just move on and go do other things while you waiting for the appeal to be answered.



Actually their situation is not considered even close to “Stuck”. Encountering a bug that prevents a quest from completing or prevents an encounter completion is completely different from Stuck.


Depending on the CSR, obviously abusing the Stuck appeal to get to the top of the queue can get a player’s appeal put on ignore.


I would never advocate abusing the Stuck appeal because it slows the CSR response to those that are truly Stuck. If a player were to accidently use the Stuck appeal when it should not be used, when the CSR shows up the player should apologize for not canceling the appeal and say they got unstuck. The CSR will ask if there is anything else that they can help with and that is when the player should bring up the encounter problem.

 

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welcome to the last 9 years.

I miss the TOA clustered servers, where if you encountered a blocking issue, you could just hop to a different server to complete whatever you needed. Now with the single instance, and CSR's that completely ignore your appeals, if an encounter gets broken it could stay that way for days (weeks?)

The encounter in question was Katorii, and the blocking issue was that one of her snakes did not drop a Runed Metal Plate, which allows the encounter to advance. All I wanted was a CSR to look at logs, see that the plate didn't drop, and grant it to the bg leader who got the kill (or reset the encounter so Katorii's pets would respawn.) The eventual workaround when no CSR ever answered was to buy one of the very few Runed Metal Plate's in housing (they are no longer sold in the Havens, as of many patches ago.) Then, because the item disappears on zoning, I had to buy a 2nd one, put it in a personal vault inside a random accessible house in the zone where I bought it, and then use my vault keeper summoning stone in Deep Volcanus to retrieve the plate and advance the encounter.

It's ridiculous that the only way I was able to unstick the encounter depended on:
1. findind two copies of a legacy item, no longer sold in game, on the CM
2. finding an accessible house in the same area as my purchase, with a usable vault keeper
3. knowing that vaulting the item would prevent the despawn
4. being high enough CL to have access to a personal vault keeper stone
5. actually having said stone

I feel really sorry for someone with less knowledge of the game, trying to figure that out. They could be waiting days or weeks for a CSR to fix it.

 

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CSR response is horrible. I understand if the appeal isn't high priority, but waiting 6 hours in game is ridiculous.

 

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This may be my biggest disappointment since returning a couple of weeks ago. My ranger's lvl 15 epic quest bugged out ... I've had an appeal in for days - and he's lvl 41 now. Luckily that's the only character out of 7 that has had any problem like this.

I wonder if at some times they have literally zero people handling appeals. The queue really can't be that long.

I seem to remember that you used to see how many appeals were ahead of yours, when you typed /checkappeal. Maybe they stopped showing numbers to prevent us from seeing when no tickets are being serviced.

 

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You may have people who are zeros handling the appeals too.