Not sure if this is under the correct Category or what. Doesnt feel like it is, but here it goes anyways.
What is usually the normal waiting time for getting a response and a refund after actually sending a Request as per normal as you should, after a Purchase for Upgrading a Supporter Pack?
Hey @Kedanor - when I asked about joining CT program, EHG said their support team is really busy at the moment due to 0.9 events and upcoming release.
You can seek an update by replying to the original automated email from their support system, but given the hype with 0.9, I’d expect them to be busy for a while.
I’m sure they will get to you eventually.
Well, as long as I can expect to getting my refund before the release of 0.9 I am happy. I have “only” waited 4 days already.
I am normally expecting some kind of response within the first 72 hrs from sent Request. Unless in some extreme very special cases.
This should not matter in terms of customer support, imo. No matter how busy the devs are or if we are close to a patch release, shortly after or in the middle of anything, the customer support should be unaffected and respond within a reasonable amount of time.
@Kedanor: For me 4 days already is relatively long without getting any answer. At that point id personally write a second mail or even reach out on discord.
This is a thing, EHG has to grow. They can’t hype the game and try to bring in as many people as possible and then just have 2 devs working part time in the customer support department. Hopefully they already have measures in place to deal with the growing playerbase.
Cheers
I suspect that support would be getting flooded during this time, which could explain why things would be slower. Hype means more people are coming around, which likely means there are a lot more support requests being submitted.
Supporting resourcing is really challenging and it can be hard to find a balance.
If you hire dedicated people, you have to justify their salary, so they need to be effectively utilised (not to mention take time away from support to train them).
All products go through times of support overload.
Lacking any specific evidence, I’d like to think we can give EHG the benefit of the doubt that they are resourced appropriately and this is just a busy period.
Hence my advice to email them for a status update and adjust expectations slightly 
Also, this original post might get noticed quicker if it was in the Customer Service section.
Given how busy they are, they may not be looking as thoroughly at General stuff because it might not need to take precedence, where as, they’re probably much more sensitive to an actual customer service request.
Yeppis
It turned out ok-ish in the end. Had to wait a bit longer then usual, but turned out ok.
I looked at this release as not a super important thing. I knew this was a big release as such, but still it was pretty much just a patch as every other normal Patch.
OFFICIAL release however I would much more regard as a very Special big case, and requires LOT more work. Since official release is a LOT!! more important.
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