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  Click here to go to the first Archeage Team post in this thread.   Thread: Upcoming changes to support requests starting August 1

  1.   Click here to go to the next Archeage Team post in this thread.   #1
    Senior Community Manager Celestrata Bloodsong's Avatar
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    Upcoming changes to support requests starting August 1

    In order to bring you a more efficient customer support experience, we here at Trion Worlds will be shifting our focus to communicating with you via email. This change will allow us to make sure that your requests are reaching the right teams as fast as possible, so you can get the help you need with one short visit to our website.

    Starting on August 1, we will only be accepting support requests through our “Submit a Request” option at http://support.trionworlds.com. Our friendly chat staff will be joining the many teams that handle our email support, so we can focus on making that experience the best it can be. This new format will reduce the time it takes to receive a response by ensuring your requests are immediately routed to the team best suited for the task.

    We look forward to helping you out with any issues you may encounter! Enjoy your adventures, no matter what world you’re traveling in!

    Sincerely,
    The Trion Worlds Support Team
    Seraphina "Celestrata" Brennan
    Senior Community Manager, ArcheAge
    Scheherazade -- Morpheus <Haranya Preservation Society>

    Looking for help? Contact our support team! | Visit the website for the latest news
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  2.   Click here to go to the next Archeage Team post in this thread.   #2
    Senior Community Manager Celestrata Bloodsong's Avatar
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    Afin de pouvoir vous offrir une expérience avec le service clientèle plus efficace, nous allons, ici à Trion Worlds, nous concentrer sur les communications avec vous par email. Ce changement nous permettra de nous assurer que vos requêtes parviennent aux équipes appropriées aussi vite que possible, de manière à ce que vous obteniez l'aide nécessaire en une seule courte visite sur notre site web.

    Dès le 1er août, nous n'accepterons plus que les requêtes de support soumises via notre option "Envoyer une demande" à la page https://support.trionworlds.com/hc/fr/. Notre sympathique équipe du chat rejoindra les nombreuses équipes qui s'occupent du support par email, afin que nous puissions nous concentrer à rendre cette expérience la meilleure qu'il soit. Ce nouveau format réduira le temps que cela prendra pour recevoir une réponse, en s'assurant que vos requêtes soient directement acheminées vers l'équipe la plus appropriée.

    Nous sommes impatients de vous aider avec tout problème que vous pourriez rencontrer. Profitez de vos aventures, quel que soit le monde dans lequel vous voyagez !

    Sincèrement,

    L'équipe du Support à la Clientèle de Trion Worlds
    Seraphina "Celestrata" Brennan
    Senior Community Manager, ArcheAge
    Scheherazade -- Morpheus <Haranya Preservation Society>

    Looking for help? Contact our support team! | Visit the website for the latest news
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  3.   Click here to go to the next Archeage Team post in this thread.   #3
    Senior Community Manager Celestrata Bloodsong's Avatar
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    Um euch einen effizienteren Kundendienst zu bieten, verändern wir hier bei Trion Worlds unseren Fokus auf die Kommunikation per E-Mail. Diese Änderung wird uns dabei helfen, sicherzustellen, dass eure Anfragen auf dem schnellsten Weg an das richtige Team gelangen, damit ihr die benötigte Hilfe mit nur einem kurzen Besuch unserer Seite erhaltet.

    Ab dem 1. August werden wir daher Anfragen nur noch über die Option „Anfrage einreichen“ unter http://support.trionworlds.com annehmen. Unser freundliches Chat Personal wird sich den vielen Teams anschließen, die sich um die Beantwortung eurer E-Mails kümmern, damit wir uns darauf konzentrieren können, euch die bestmögliche Erfahrung zu bieten. Dieses neue System wird die Zeit reduzieren, die wir benötigen, um auf eine Anfrage zu antworten, da der Fall direkt zum am besten geeigneten Team gelangen wird.

    Wir freuen uns darauf, euch mit allen möglichen Anliegen behilflich zu sein. Genießt eure Abenteuer, egal durch welche Welt ihr reist!

    Mit freundlichen Grüßen,
    das Team vom Trion Worlds Kundensupport
    Seraphina "Celestrata" Brennan
    Senior Community Manager, ArcheAge
    Scheherazade -- Morpheus <Haranya Preservation Society>

    Looking for help? Contact our support team! | Visit the website for the latest news
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  4. #4
    So you're removing the only reliable option for support that's awesome! Every time I have submitted a ticket it's taken days to even see a reply. The last time I ran into a problem a person from live chat fixed it immediately and I received an email three days after the issue had been resolved saying we're awaiting your response lol

    GG
    Maybe if we tell people the brain is an app, they'll start using it.


    Flusoya [KGB]

  5. #5
    Senior Member TheChoi's Avatar
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    Quote Originally Posted by Flusoya View Post
    So you're removing the only reliable option for support that's awesome! Every time I have submitted a ticket it's taken days to even see a reply. The last time I ran into a problem a person from live chat fixed it immediately and I received an email three days after the issue had been resolved saying we're awaiting your response lol

    GG
    Live Chat hasn't helped anyone for a very long time. Really sad that we already had Live Chat stop servicing ingame account/item/marketplace related issues, now Live Chat won't even be available. Slap in the face to customers as usual.

  6. #6
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    @Celestrata - So without a live chat option, we have to wait days for support through the ticket system?

    Just curious, coming back from a few month break, and need some assistance with a ticket, but apparently live chat is a goner?

    Is this permanent? Email tickets for most company's tend to take days, if not weeks to help the player.

    Just asking, because my issue could have been taken care of relatively quick I would have assumed

  7. #7
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    Quote Originally Posted by Celestrata Bloodsong View Post
    In order to bring you a more efficient customer support experience, we here at Trion Worlds will be shifting our focus to communicating with you via email. This change will allow us to make sure that your requests are reaching the right teams as fast as possible, so you can get the help you need with one short visit to our website.

    Starting on August 1, we will only be accepting support requests through our “Submit a Request” option at http://support.trionworlds.com. Our friendly chat staff will be joining the many teams that handle our email support, so we can focus on making that experience the best it can be. This new format will reduce the time it takes to receive a response by ensuring your requests are immediately routed to the team best suited for the task.

    We look forward to helping you out with any issues you may encounter! Enjoy your adventures, no matter what world you’re traveling in!

    Sincerely,
    The Trion Worlds Support Team
    could you possibly get some results on this?

    http://forums.archeagegame.com/showt...d-out-by-Trion
    Morpeus is the wild west. Kill or be killed. Be strong, or get out of the way.

  8. #8
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    Quote Originally Posted by Celestrata Bloodsong View Post
    In order to bring you a more efficient customer support experience, we here at Trion Worlds will be shifting our focus to communicating with you via email. This change will allow us to make sure that your requests are reaching the right teams as fast as possible, so you can get the help you need with one short visit to our website.

    Starting on August 1, we will only be accepting support requests through our “Submit a Request” option at http://support.trionworlds.com. Our friendly chat staff will be joining the many teams that handle our email support, so we can focus on making that experience the best it can be. This new format will reduce the time it takes to receive a response by ensuring your requests are immediately routed to the team best suited for the task.

    We look forward to helping you out with any issues you may encounter! Enjoy your adventures, no matter what world you’re traveling in!

    Sincerely,
    The Trion Worlds Support Team
    how about this one? Can we get some customer support for these guys too?

    http://forums.archeagegame.com/showt.....-Not-helpful.
    Morpeus is the wild west. Kill or be killed. Be strong, or get out of the way.

  9. #9
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    Quote Originally Posted by Celestrata Bloodsong View Post
    In order to bring you a more efficient customer support experience, we here at Trion Worlds will be shifting our focus to communicating with you via email. This change will allow us to make sure that your requests are reaching the right teams as fast as possible, so you can get the help you need with one short visit to our website.

    Starting on August 1, we will only be accepting support requests through our “Submit a Request” option at http://support.trionworlds.com. Our friendly chat staff will be joining the many teams that handle our email support, so we can focus on making that experience the best it can be. This new format will reduce the time it takes to receive a response by ensuring your requests are immediately routed to the team best suited for the task.

    We look forward to helping you out with any issues you may encounter! Enjoy your adventures, no matter what world you’re traveling in!

    Sincerely,
    The Trion Worlds Support Team
    Yep, loved my response to comp of a week of down time after getting my acct hacked... But dont worry, the response is now on reddit, facebook, all of your twitter accounts and every other social media acct I could find tied to trion or archeage.

    GM Jojee (Trion Worlds)
    Aug 4, 23:47 CDT

    Hello,

    Thank you for contacting us regarding ArcheAge.

    Unfortunately, we are unable to offer compensation for time lost due to account compromise, beyond restoration of items lost. We sincerely apologize for any disappointment this may cause you.

    If you have any additional questions or concerns, please don't hesitate to let us know. Thank you for your continued support of Trion Worlds and for playing ArcheAge.
    Morpeus is the wild west. Kill or be killed. Be strong, or get out of the way.

  10. #10
    WoW, i see the improve... i've never had a more than 24 hours ticket to be replied... now with the "improvement" i have on with 3 days without any answer. Nice

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