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How long does it usually take for a Customer Support Ticket to be answered?

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  • How long does it usually take for a Customer Support Ticket to be answered?

    How long usually take a costumer support ticket to be answered? Thanks in advice if someone knows💜

  • #2
    kevinv90 Customer Support is EXTREMELY busy at the moment due to the increased ticket volumes caused by the new UI implementation and the resulting issues. That said, Every single ticket WILL get an answer, you just have to patient. The Customer Support WILL get back to you and possibly even compensate you for the wait if necessary.

    Comment


    • #3
      I have been waiting over a month to get an answer on my parade hut that dissapeared, I had to repurchase it because I never got a response. Yesterday I purchased the henchman and sent a copy of the receipt to support because I never received them after the purchase. I hope I don't have to spend more money again to get the henchman like I did with the parade hut

      Comment


      • Cupcake
        Cupcake commented
        Editing a comment
        Please read Spelling Bee’s response immediately prior to your post. Customer Support is extremely busy. Please continue to be patient.

    • #4
      I wanted to purchase the rat kings castle for my island as well to finish my collection but I was afraid I wouldn't receive it

      Comment


      • skydiver118
        skydiver118 commented
        Editing a comment
        Angie Ferguson
        In this case also they may or may not work weekends (I know Bongfish had either weekends off or a very small staff on weekends, not sure how Popreach does it).

      • Angie Ferguson
        Angie Ferguson commented
        Editing a comment
        Thank you skydiver118 for your help. I Appreciate You. 😊💖

    • #5
      Originally posted by Angie Ferguson View Post
      I have been waiting over a month to get an answer on my parade hut that dissapeared, I had to repurchase it because I never got a response. Yesterday I purchased the henchman and sent a copy of the receipt to support because I never received them after the purchase. I hope I don't have to spend more money again to get the henchman like I did with the parade hut
      Angie Ferguson The ticket you've submitted on Saturday regarding the Ninja Rat Henchmen purchase was answered today, and your item and Smurfberries were sent to your village. Regarding the ticket you submitted over a month ago for the Parade Shop, Customer Support did send you a reply asking you which area you would like to have the item sent, but you never gave them a reply. Please check your email inbox to make sure that their correspondence with you is not being accidentally sent to your spam or junk mail.

      Comment


      • #6
        Thank you so much for you're fast response to the henchman I truly appreciate it. I did check my email again this morning and I don't see a response anywhere. Maybe my email provider is Glitching. I have already repurchased the parade hut so it's ok, I don't need a 2nd one. I do appreciate you reaching out. Thank you again. Have A Wonderful Day!! 💖💖

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        • #7
          Hi just wondering how long it currently takes for a ticket to be answered?
          I've removed the specifics of my query. (thanks Tamara Abbott for your suggestion)
          Last edited by IslandLife; 03-18-2020, 04:21 AM.

          Comment


          • Tamara Abbott
            Tamara Abbott commented
            Editing a comment
            Maybe @Spellingbee might help

          • SunflowerSmurf
            SunflowerSmurf commented
            Editing a comment
            I don’t know exactly how long we have to wait at the moment, but I do know customer support is exceptionally busy right now, unfortunately..

        • #8
          I would really like to know how long it takes at the moment for a customer support ticket te be answered. I asked a question regarding losing all my progress over a week ago, but I still have not received an answer.
          This is what happened: I opened my Smurfs Village app and all my progress was lost out of nowhere and I was back to level 1. I think it has something to do with the fact that I connected my iPhone to my laptop earlier that day to transfer some photo’s. When I open my app now it says that there’s a difference between the village saved on my device and the village that’s online for my account. My saved village reset itself back to level 1. My online village is at level 4, but I was at level 29 if I remember correctly. I was just about to get the Grove. These are the only two options I get. Please tell me my progress isn’t lost. ;( I would really like to know if there's anything the customer service can do.

          Spelling Bee

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          • #9
            Welcome to the forum, Sunflower.

            Customer Support is exceptionally busy right now, so you will to be patient. Here is something to try. Hopefully you have already signed up for a Smurfy ID.

            - Open your game.
            - Go to Settings, My Account. Make sure that Facebook and Game Center are both disabled.
            - Close out of your game immediately, then reboot it.
            - Go back into Settings, My Account and tap Cloud Save.
            - Choose Load. It will show a preview of what is on Popreach’s server.
            - If it is the correct village, accept the recovery.

            If it is not, you can back out of Cloud Save, and preview the Local Saves.
            - Go back to a date from before the problem occurred- in your case you will need to go back over a week.
            - Preview the village.
            - If it is the correct village, accept the recovery.

            If neither of those things works, you will need to wait for Customer Support.

            ​​​​​​​Good luck, and please let know if you can recover your village!

            Comment


            • #10
              Thank you Cupcake for your reply! I have a Smurf ID. When I open my app it immediately wants me to choose between the village on my device (level 1) and the village on my gamecentre account (level 4). I can't go to the settings. Do I have to choose and load one of these villages so I can go to settings, or will that only make things worse?
              Also, is it always better to disable my game centre account or only just in this case?
              Lastly, while I have to wait for Customer Support to answer my ticket, can I start on a new village in the meanwhile and go back to my old one if they can recover it? Or will that again only make things worse?

              Comment


              • #11
                Do not start a new village before you do everything you can to retrieve the old one, or it may overwrite everything!

                Usually you only have to make a choice when Game Center is turned on, so to the Settings in your iPad and turn it off there, and then do the steps above.

                Since Apple stopped supporting GC, I keep it turned off, always, as it leads to problems like you are having. IMO, Popreach’s cloud server back up and daily automatic saves on your device are the way to go!
                Last edited by Cupcake; 03-20-2020, 08:10 AM.

                Comment


                • #12
                  Thank you so much for all your help! I found my village on the local saves and got it back! I’m so happy, thank you! I turned on autosave on the cloud now and I will keep game centre turned off from now on. Do you know if there’s anything more that I can do to prevent this from happening in the future? I don’t want this to happen everytime I connect my iPhone to my laptop.
                  Also, is there any way to withdraw my customer support ticket, now that the problem is resolved?
                  Again, thank you so much!

                  Comment


                  • #13
                    I am so, so happy that you got it back! There are no guarantees as to the future, but as long as you have your Smurfy ID, which backs up on the Popreach servers, and your device, which has its own back-up, you should be OK. I don’t think it will be an issue when you connect to your computer, as I’m pretty sure the issue was caused by being connected to Game Center.

                    As a precaution, did you turn GC off from you Village, too?

                    I don’t know of any way to withdraw the ticket, but if they contact you, just tell them that the matter is resolved!

                    Comment


                    • #14
                      I don’t know....I thought bong fish did an amazing job at trying to sort out my crater problem last November, but when the problem reappeared despite my getting a new village and I asked popreach for a response many many weeks ago, I still haven’t heard , so maybe it varies depending on what the problem is.

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                      • #15
                        Hi,
                        last weekend I've opened a ticket (35787), because my purchase of the Smurfberry Bird didn't arrive in my village. I've just got the automatic reply, but nothing more. No answer, no item, nothing.
                        That's not nice.

                        Greetings from Germany

                        Comment


                        • Spelling Bee
                          Spelling Bee commented
                          Editing a comment
                          Myleen73 Your ticket has been answered. Please check your email.

                        • Myleen73
                          Myleen73 commented
                          Editing a comment
                          Hi Spelling Bee,
                          thank you for the service. All is now all right.
                          Greetings from Germany
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