Guild Wars 2

Apr 21 09:06

To SupportLiaison@Arena.Net
Apr 18 at 10:14 AM
Regarding purchase error in the amount of $350.00

I was given GW2 as a gift to play during my recovery from a cervical fracture of my neck, while serving in Afghanistan. It has helped me to pass the time while I strive to regain the use of my extremities, however, the Black Lion Trading Post has been very frustrating! In the past I have been a big supporter of GW@, but also a harsh critic when I felt it appropriate.

This is not the first instance of this happening! Previous issue was in March, 2014.

After a year and a half, the Black Lion Trading Post is still bugged/problematic. All we get are promises, without results!

Late last night I attempted to purchase $100.00 worth of gems from the Black Lion Trading Post. After being directed to the PayPal account site, the purchase was approved and then I received an error message from GW2 that there was an error in the transaction. I tried this three times with the same results. I thought that perhaps the trading post was just overwhelmed, so I logged out, logged back in and attempted kitten.00 purchase, thinking perhaps there was a limit on the purchase amount. Again I was processed by PayPal, with the transaction approved, but yet again, I received the error notice from Guild Wars2. I finally just gave up. Some 20 minutes later, I went back to the Black Lion Trading Post to retrieve funds from the sale of goods. I was shocked by what I saw! Approximately 27,000 gems in my inventory. Far more than I intended to purchase.

This is the second time this has happened! One could say that this was just a glitch in the trading post function, or one could say it was intentionally done. This is obviously a serious issue with the Black Lion Trading Post, which your organization has failed to resolve! I no longer will I be satisfied with a friendly chat with a liaison rep. to resolve this.

In the last instance of this problem, several months ago I had a nice exchange with Gaile Grey, and worked with her amiably to resolve it, thinking it wouldn’t happen again, but it has. You owe this consideration to your customers. As a seven year “vet” of GW, and now a GW2 player since release, I ask for that consideration. I have invested a lot in real world money in GW2, and hours as a loyal player and customer, and supporter/critic. I’ve put up with GW2 bugs and dysfunction from it’s time of release. You owe us all for the patience we have shown enduring the frustrations, disappointments and anger we’ve endured.

Regards, Col. Scott Gordon Mitchell USMC

POST MARK: The remaining unspent gems were refunded, still, when will they fix the BLTP? It appears that the processors of PayPal transactions, Digital River Inc. might be where the problem is.

Alright.. and the point of this post is what?

It seems like you have simply copied a mail you sent, or am I missing something?

There isn’t really anything to discuss based on this, so I don’t see the point at all.

I noticed this starting happening a few months ago; it was working fine before that. The scale of my 3x spending was lower, so I just treated it as pre-purchasing gems for a longer period, but it is still frustrating to try to purchase gems to buy a limited time offer on the gem store, or to trade to gold to buy something on the TP and have to wait 20 or so minutes for the game to realize that I bought gems.

So the point “Lord” is to bring more awareness of Anet/BLTP shortcomings, in hopes that they will address and correct the issues, EVENTUALLY, and stop “talking the talk” and start “Walking the Walk”!

Why is it you and other Anet fans make attempts to diminish the issues re: BLTP?

Lord, it’s called freedom of expression/concerns. Guess it stings a bit huh? To know Anet has a long standing issue with the BLTP they can’t or won’t bother to fix.

and yes, it was an email I sent! I only have use of my right arm, so yes, it was copied and pasted. It saved me time. That ok??

I am not trying to diminish the issue, I simply wondered what the point of the thread was, seeing as it basically only was a quoted mail, and not really discussion material.

The thing is however that shouting and demanding stuff like you are doing in said mail doesn’t really help anyone, rather the opposite.

Saying stuff in a nice way is usually much better than raging.
And as far as I understand from the issue, do we even know if the issue is on ArenaNets side and not somewhere else?

Based on what you have written it can very much be some sort of network issues from Paypals side (or more specifically the connection between Paypal and ArenaNet/Digital River).
The main thing here is that the issue itself is most likely not something that ArenaNet can solve, seeing as they are not the ones handling the transactions, but rather PayPal and Digital River.

Death Prosecutor.8713:

Lord, it’s called freedom of expression/concerns. Guess it stings a bit huh? To know Anet has a long standing issue with the BLTP they can’t or won’t bother to fix.

Wouldn’t the same freedom of expression be applied to me then? Or is it just applied to some people?

Lord, you might consider taking off the blinders and try to understand the frustrations players are experiencing, 16 months after release. And how would you like me to express my concerns? are you kidding? I speak a matter of fact. Sorry it wasn’t “nice” enough for you. I realize that taking our money to the bank must be fun, but realize too it was/is our money that enables you to do that and pay salaries etc..

Death Prosecutor.8713:

Lord, you might consider taking off the blinders and try to understand the frustrations players are experiencing, 16 months after release. And how would you like me to express my concerns? are you kidding? I speak a matter of fact. Sorry it wasn’t “nice” enough for you. I realize that taking our money to the bank must be fun, but realize too it was/is our money that enables you to do that and pay salaries etc..

You are aware that they are actually losing money by doing this, right?
Every time a refund is issued (such as in this case with the extra gems) it costs them money. So it is extremely unlikely that they knowingly or willingly does this.

Another thing to keep in mind is the fact that it is rather usual for something to be charged multiple times if you try to process it during a short time despite getting errors.

Many check-outs informs about this and says that if you encounter an issue, wait and/or contact support rather than just trying to redo the same thing again.