To be clear, we aren’t using AI messages. For certain topics we provide an initial response that refers folks to other sources of information, as we found that the majority of those contacts are actually things that players can find the answer for themselves.
For the folks that do need assistance, we ask that they reopen their tickets. It is because of that automated message that response times are much lower than they would be otherwise.
It should be noted that the phone number would not have been used for this. An account and billing rep, the folks that you would contact via the phone line, couldn’t have helped with this issue. It is because the phone line was filled with issues that couldn’t be addressed through that channel, that the phone number was eventually retired. It had a continual hold queue of 90-120 minutes. That is assuming you were lucky enough to win the “make it into the hold queue” game that everyone had to play.
I should note here, you don’t appear to have been sent an automated reply. Your ticket was immediately placed in the holding queue I mentioned earlier.
Yes, because in the previous ones there likely wasn’t an issue which, as has been stated repeatedly, is being looked into. Hopefully our teams will be able to find out what may be causing the mounts not to be delivered soon.