Guild Wars 2 Forum - Account & Technical Support

Hi, before I elaborate on this I would like to share my experience with GW2 Support (or ncsoft support)

I first had to go through support when my account was compromised. This issue was fixed 5 days later (it was a busy time for support then) and I am very grateful for that.

However after that issue I have only encountered issues that have made me feel that ArenaNet/NC Soft were much more antagonising than whatever hacker who had access to my account ever did.

Starting mid November I have faced a plethora of issues which have forced me away from the game.

Issues I’ve faced
Terminations – Once for botting/mods and once for RMT
Suspensions – For account issues, telling me my grace period is over, blocked for anauthorized credit card activity
Support responses – Either several support officers are simply automated, or they are simply incompetent and highly unhelpful as well as frustrating. A huge thank you to the few who responded to me that did not belong in either category.

Consequences for me
Missed out on day one of lost shores event
Had to buy another Christmas gift to replace an account purchase
Blocked from my own account for 13 days not including the incident where it was compromised. 28 if I include the account meant to be a gift.

To conclude:
Outside of incident where my account was compromised, it seems that 100% of the problems I have faced are a result of extremely tough and harsh measures being brought in to combat fraud, gold sellers etc.

To use an analogy this feels like trawling. Yes you are catching many of your ‘fish’ with your methods, but plenty of non-targets get caught and suffer as well.

So my question is -
Will there be any consideration for us who get punished for no reason? We may (fortunately?) have access to our accounts once again but otherwise it is a frustrating and bitter experience.

Or will we just be treated as necessary sacrifices and swept aside?

I have put in over 1000 hours into GW2, and am putting in more every day I have access to my account. However everyday I feel like I’ve been cheated of something, even feeling afraid another termination/suspension is in the works for me.

We know there are false positives, and we regret each one of them. A certain number of false positives is the unfortunate-but-necessary outcome of intense security and anti-fraud measures.

I feel sure our agents were both respectful and helpful in addressing each of the issues, including cases where someone purchases through an unauthorized retailer, has the serial code disabled by the shady retailer, and purchases the game again. Although that does not apply to your situation — you purchase directly — I wanted to mention this because we do not feel that players could possibly hold us responsible for the actions of a shady seller.

In the end, we’ll work with a player to resolve issues involving his or her account. But in a non-subscription-fee game, I’m unsure what you feel would be the proper “consideration” for issues that, in many cases, are not of our making.

Please feel free to submit your suggestions to me directly, as I need to contact you about a separate issue that will come as no surprise to you, I’m sure.

Edited: To clarify that this was not a third-party purchase but to include the info for someone else in a somewhat-similar situation.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited 2013-01-17 20:47:00 by Gaile Gray.6029)

Guild Wars 2

Sacrifices for the better

Sacrifices for the better

Sacrifices for the better