(edited by Cris.7694)
Unsatisfatory Support
Light Up the Darkness
“Dear ANet, nerf Paper, Scissors is fine. Sincerely, Rock”
Elysaurus | Warrior | [LOL] | League of the Legendary | Gandara (EU)
“Dear ANet, nerf Paper, Scissors is fine. Sincerely, Rock”
Elysaurus | Warrior | [LOL] | League of the Legendary | Gandara (EU)
Tin Foil [HATS]-Hardcore BLTC-PvP Guild
Bloin – Running around, tagging Keeps, getting whack on Scoobie Snacks.
Bloin – Running around, tagging Keeps, getting whack on Scoobie Snacks.
ArenaNet Communications Manager
It’s human nature to be angry when someone is unable to do what you want them to do. But sometimes, we can’t help, we cannot do what a customer requests, and we can’t for solid reasons.
For instance, we get requests every day to ban another player upon request. Maybe the person making the demand feels that another player was harassing them. Maybe they don’t like the fact they were bumped out of a party. But closing an account for a chat violation or a party drop is pretty darn excessive! I do not mean to say that repeated chat violations or unsportsmanlike conduct will be tolerated, not at all. But some individuals ask for immediate and excessively harsh reactions, or they get into an argument and report a player thinking we won’t see their side of the commentary, and they’re sort of bitten by the old “mutual antagonism” bug-a-boo. 
Customer Support exists to support our customers whenever possible. Our agents make their best effort to do that for everyone, every time. But realistically, there are times when we cannot help, due to policy (set with care, maintained with respect), technical limitations, unreasonable expectations, even a misunderstanding about how the game functions.
I’m glad when people say they’re happy with CS, and I’m sad if someone says they are not happy. But in all the cases I investigate — and I investigate a lot! — the number of times I see an error or a faulty decision is very small. So if your requests are declined, there is probably a good reason for it. If you don’t understand, ask in your ticket. If you truly believe an error has been made, post in the Tickets for Review Thread. But keep in mind that truly, your disagreeing with a decision does not necessarily mean that the decision was unfair or inaccurate. I feel it’s rare that Support is truly “unsatisfactory.” You may feel dissatisfied even while the decision was 100% correct in the overall scope of things. And it’s our responsibility to keep in view both the big picture and the small.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)