Thread: Can you submit a ticket if you are a Premium player?

I sent one 2 days ago and whilst I got the notification, no reply yet.
Does this mean they don't get actioned?

Yes, you can. But only for a month or so after you make a payment. See the write up on Free-to-Play at Lotro-wiki for a side by side comparison of different account options: http://lotro-wiki.com/index.php/Free_to_Play

you can only submit a ticket ingame as a premium player if youve made any real world cash transaction, you will then get 30days of ingame support time. if your outside of the 30days you will no longer have ingame support unless you make another cash purchase or become ViP

you can try submitting a ticket via the portal but im not sure if ingame support even via the portal will be available if your outside of your support period.
http://support.turbine.com/ics/suppo...?style=classic
it can also take 3-5 days for tickets to be answered via the portal. iirc if you use the portal you will recieve an auto response email, you will usualy need to reply to the email if your problem is not resolved otherwise it will be assumed the auto email resolved your issue

Originally Posted by Freya10

I sent one 2 days ago and whilst I got the notification, no reply yet.
Does this mean they don't get actioned?

The support portal is an email based system. You put a ticket in. You have to wait for a human during normal business hours to handle your ticket. Some issues:

1) You have to be careful filling out the ticket. Select the wrong options from the drop downs. It is ends up in a queue for staff unable to handle the issue. It has to be rerouted causing delays.

2) It can take time before the human(s) for that specific area to get to your ticket depending on work load. It might take 2, 3 even 5 days (M-F) to get to it. You sent it to the wrong place. Double that.

3) Often they will communicate with you via email. Perhaps a auto message - try all these things - reply back if they do not work. Check your email. Check your spam folder for a response.

4) Some ISPs perceive email from Turbine's support service as Spam. They kill it on sight. If you have one of the companies in the loop. You can't use the support portal. You have to telephone them.

5) Email is an unreliable protocol. Messages get lost. If you do not get a response. Send in another ticket asking about your previous ticket.

Unfortunately, Turbine system is easy to fail. You send in a ticket. Turbine can't get back to you because you messed up the email address. Response get lost. The ticket get closed.

Some poor person was having problems with their Windows Operating System on Friday. The issue got forwarded from the tier 1 people to a tech. The person gave a contact phone number. A tech from India called me about the problem. The phone number is wrong. There is peeved customer that is angry because the support people lied to him and never called back. Did the - "Yeah Yeah Yeah - We will have someone call you". No Call.