Guild Wars 2

Just a quick question.

If ANet offered you custom, one-on-one support for anything you needed, at the cost of gems/money, would you use such a service?

they already have pretty good support, from my experience. why would we need a paid one?

As lordmitz is saying, we already got good support. Just send a mail to them.

Hell no.

That would basically make it profitable for them to have bugs/problems that require customer support to fix. And as much as they might deny that they would abuse that, they’re only human. I’d rather not give them the temptation.

I’d also rather spare the support staff the need to deal with the people that feel they’re entitled to special treatment because they paid extra for it.

I think if they implemented something like this, they’d lose a lot of business. It’s a bad, bad look for a company to do that. Generally companies who do are companies that have a tight hold over you. Microsoft can do it, because there’s very little competition. Companies where everyone does it, well they aren’t competing.

Since this is unheard of for computer games (except for maybe the old dial-up hint lines before the Internet was big), I think it would be a bad thing for Anet to do.

Vayne.8563:

Since this is unheard of for computer games (except for maybe the old dial-up hint lines before the Internet was big), I think it would be a bad thing for Anet to do.

It’s not entirely unheard of. There’s a game or two out there that are hybrid subscription/F2P models. If you’re not subscribed, you don’t get actual customer support for the game. It’s ugly, but it’s out there.

Palador.2170:

Vayne.8563:

Since this is unheard of for computer games (except for maybe the old dial-up hint lines before the Internet was big), I think it would be a bad thing for Anet to do.

It’s not entirely unheard of. There’s a game or two out there that are hybrid subscription/F2P models. If you’re not subscribed, you don’t get actual customer support for the game. It’s ugly, but it’s out there.

But you’re paying a sub for the game, you’re not paying separately for support right? In that case the support is including as a single benefit you get from subscribing, not the sole benefit.

It leads to a lot of problems and most companies that do so aren’t very much liked by their customers for it. The only companies who get away with it are companies with a near-monopoly position.

Most products come with free support because your customer has a right to expect the product to work, or to have help when it breaks down within the first 2 years. The European Union explicitly gives customers that right.

Not at all a good idea. Obviously it would make everyone not paying second rate, but it also would create more of “I am paying them, so they need to fix the game the way I want it.” I shudder at the thought of being the unfortunate support person serving those kind of people.

The day they introduced that ‘service,’ would be my last day on any Arena Net Game.

This idea would be so bad it’s beyond words.

marnick.4305:

Most products come with free support because your customer has a right to expect the product to work, or to have help when it breaks down within the first 2 years. The European Union explicitly gives customers that right.

That’s too vague to be true.

Software companies offer license contracts that cover the most basic support (that customers need to get the software to run) or third level support but in many cases and support beyond that (second level support) is covered by a separate maintenance contract. Many software companies don’t even offer first level support (helpline for the users) as the customer (a company themselves) has to handle that in-house.

See also: SLAs

Source: working in the industry, Europe.

In case of GW2, the customers are individuals, not companies, and I agree that they on principle shouldn’t have to pay for service. However, since GW2 doesn’t have a monthly fee and their own resources for supplying service/support are limited, … Not everything works perfectly (if you think that everybody’s happy with the support quality and things don’t go wrong, please have a look at the “Accounts” subforum).

Buying support with gems: doesn’t strike me as a great idea, as this would mean that rich players would have an advantage over poor players with their account issues…

Considering how unresponsive the ticket system is, I wouldn’t pay money for support and if they ever did charge, I would give up GW2 without even thinking about it. Money won’t fix the problem.

So no.

No way.

As pointed out, paying for support in a business model like Guild Wars 2 would mean that the incentive for ArenaNet would be to include bugs in releases.

Terrible idea.

If I was required to pay for support and I needed support for any reason I would just quit the game. That is a terrible idea.

At work I always ask vendors if they charge for support, if they say yes I tell them good day to you, I will never buy your product.

If you are not willing to back your product up, I am not going to buy it.

Perhaps I wasn’t clear enough. MY fault.

What I was suggesting is, would you pay for additional one-on-one support for gems/money?

So, for example you were having game crashes and couldn’t sort them out. You could pay ANet for a “Second Tier” customer service. Because you’re paying for it, you get a dedicated customer service rep, with more power to do things than the standard rep.

For the standard problems, customers would still have access to the current “free” customer service.

whiran.1473:

No way.

As pointed out, paying for support in a business model like Guild Wars 2 would mean that the incentive for ArenaNet would be to include bugs in releases.

Terrible idea.

That makes no sense. Putting out a buggy game just to make a few bucks on support tickets is not a viable long term business model.

Crazylegsmurphy.6430:

Perhaps I wasn’t clear enough. MY fault.

What I was suggesting is, would you pay for additional one-on-one support for gems/money?

So, for example you were having game crashes and couldn’t sort them out. You could pay ANet for a “Second Tier” customer service. Because you’re paying for it, you get a dedicated customer service rep, with more power to do things than the standard rep.

For the standard problems, customers would still have access to the current “free” customer service.

Still No.

That still provides an incentive to ArenaNet to introduce bugs into their releases to fish for the “one on one” service offering. Further, it provides incentive to ArenaNet to reduce the number of resources made available to the “free” option of support in favour of more resources available for the paid “premium” support option.

Edited to add: When has a business unit EVER thought logically about the impact of decisions made in a bubble? Short term revenue = money in. Long term revenue = potential money that may or may not happen. What looks better in a report?

“We were able to increase revenue 302% this quarter due to our premium service offering.”

Or

“We are projecting a possible increase in revenue over the next four quarters. Our forecasts suggest that this increase may be within the vicinity of 302%.”

Pixelpumpkin.4608:

marnick.4305:

Most products come with free support because your customer has a right to expect the product to work, or to have help when it breaks down within the first 2 years. The European Union explicitly gives customers that right.

That’s too vague to be true.

Software companies offer license contracts that cover the most basic support (that customers need to get the software to run) or third level support but in many cases and support beyond that (second level support) is covered by a separate maintenance contract. Many software companies don’t even offer first level support (helpline for the users) as the customer (a company themselves) has to handle that in-house.

See also: SLAs

Source: working in the industry, Europe.

I’m a support engineer for a medium sized company with industrial customers. We’re very well known to give free support. We’re also known to give pretty good support on our products shameless flex.
I know that several competing companies only give premium support. I also know most of my clients don’t like that.

In case of GW2, the customers are individuals, not companies, and I agree that they on principle shouldn’t have to pay for service. However, since GW2 doesn’t have a monthly fee and their own resources for supplying service/support are limited, … Not everything works perfectly (if you think that everybody’s happy with the support quality and things don’t go wrong, please have a look at the “Accounts” subforum).

All things considered, a.net does a pretty good job. The only thing getting hacked more than an online RPG, is the pentagon.

whiran.1473:

Edited to add: When has a business unit EVER thought logically about the impact of decisions made in a bubble? Short term revenue = money in. Long term revenue = potential money that may or may not happen. What looks better in a report?

Depends very much on the type of company. Privately owned companies tend to look further into the future, while nameless corporations usually go for short-term profit. That doesn’t have to be the case though, especially for MMOs. An MMO can be a money machine if the long term perspectives are good.

Both times that I’ve contacted support I’ve gotten quick, courteous, helpful people and my issues/problems were completely resolved within 12 hours. So, the answer to the OP is no — I wouldn’t pay more for custom or personalized support. I already have it.

Crazylegsmurphy.6430:

whiran.1473:

No way.

As pointed out, paying for support in a business model like Guild Wars 2 would mean that the incentive for ArenaNet would be to include bugs in releases.

Terrible idea.

That makes no sense. Putting out a buggy game just to make a few bucks on support tickets is not a viable long term business model.

Microsoft says hi.

This is the same question as someone previously asked “do you support gw2”

No.

I expect the game to play well and I expect bugs to be fixed. All as part of the price of the original game.

Crazylegsmurphy.6430:

Just a quick question.

If ANet offered you custom, one-on-one support for anything you needed, at the cost of gems/money, would you use such a service?

No.

But as of now I never needed their support anyway.

Its clear from the OP that he/she has an issue with support within the game. Every, and I do mean EVERY, inquiry ive made via the ticket system has been answered within 24hrs, usually within 3-4hrs. Only a couple of times did they misunderstand me and send a generic copy/paste reply so ive really no issues whatsoever and see no reason to have a ‘paid support’ function. Its like handing me chocolate and then asking whether id prefer to buy it next time.