TNT and Tickets

[takarifreak]

If anyone remembers, my account was frozen for protection at the end of July since someone broke in and stole my precious UC Aisha. It took a month, but they unfroze me, and even gave my pet back.

 

One problem, they sent the password to my OLD email, which I don't even have anymore. I provided it in the ticket only for account verification purposes (since I had only changed it a few weeks before when I came back after not playing for ages), so basically, I'm locked out of my account.

 

So I replied to the ticket explaining that I didn't have that e-mail anymore and this was still locked out of my account, and could they send it to the one that was current on file at the time of freezing. They replied again a few days later...saying the same thing previously about resetting my password and sending it to the old e-mail. In other words, they completely ignored my plea about not being able to access that e-mail. And it's not like the hacker changed it, in which case I could understand. Most people change their contact address on account because they either wont use the old contact anymore or will be unable to use it!

 

 

So I'm at a dilemma here, should I reply to the ticket yet again and hope they actually read it and not give a cookie cutter response, or open a new one and risk them telling me not only the same thing and have them possibly chastise me for not following the advice of the first?

 

 

 

Has anyone else had trouble with tickets like this (slow response time and cookie-cutter replies)? I'm getting a bit frustrated. I was about ready to quit entirely just as I got the first response, and now it looks I may have to quit since I'm locked out of the account I've had for 9 years. I'm not going to start over, cause a lot of my reasons for returning to Neopets are the memories that still live on that account, and without it I have no desire to play. : (

[nikh]

Don't give up now! Try another ticket! :D

[babird1]

Actually I have gotten better results from replying to a ticket rather than starting over.

[Spritzie]

I'm so glad you got your pet back. When you first mentioned this, I was worried that after it was resolved, you wouldn't.

 

I would recommend replying again. And if you don't get a good result, try sending a new ticket.

[fadedangel416]

I personally can't really answer; this is my first time dealing with TNT, and at first they were really fast, replying to my ticket within 12 hours... but then from there I had the issue of not being able to email from my original email, and had to end up giving a list of potential emails that could have been my original; and then they stopped responding after that. My friend, on the other hand, has had her ticket open for over a month now and no one has helped her at all. So I'd say that cookie-cutter and slow responses are pretty much the norm for TNT, which is a pity. Yes, they have many many users, but that doesn't matter - a business should be able to and is expected to provide fast support to their customers without leaving them hanging for days/weeks/months.

 

Anyway, that's my two cents. :P I hope you are able to get into your account again. :) I know if it had been my main that got CGed/hacked and locked out of, I probably wouldn't come back since like you, my reasons for playing on NP are on that account and I wouldn't have the want to start over on a fresh account. =/

 

I might lurk this thread for a few days and see if it's better to reply or start a new ticket, since I don't know the answer to that myself. :P

[kathleen_a_b]

Both my accounts have been stolen in the past month. To get my main account back it took like 3 weeks, and I had to send back 3 replies before I could actually get the information, so I would definitely recommend replying and trying to explain again. I also got a few cookie cutter responses before the problem was solved. As for the speed, it seems kind of random. My main account ticket took 3 weeks, as I mentioned, but my side account ticket only took 2 days.

[Kuroida]

I sent a ticket about my inability to buy items in shops that involve haggling. I think I sent it around mid July and I replied early August.....never got a reply.