Guild Wars 2

Inculpatus cedo.9234:

I don’t believe they respond individually to bug reports, except maybe to some threads in the Bug Report forum. But, they do appreciate your reports. =)

Correct. We read the Bug Forums and cull the information there on a daily basis. However, we do not have time to respond to each individual report. In many cases, several players will report the same thing, so trying to answer each thread would be very time-consuming and somewhat redundant. I’m sure you’ll agree that dev time is best spent resolving the issues rather than discussing them.

The same is somewhat the same with bugs that are reported via a ticket. Support will forward reports, but they do not generally get into a back-and-forth discussion about the report issue but instead thank the player for the report and make sure it’s routed properly.

Thanks for understanding. And of course please do feel free to submit reports in the future; they are of great help to us!

Emberfoot.6847:

Ok, I’m just getting concerned that I am being ignored, as the last dev post on this bug stated it had been fixed, and I have not had a fix in 2 months :s

If I am understanding the situation, you reported a bug and it was fixed. You’re wondering why the issue related to your account/character/something wasn’t retroactively fixed when the bug was addressed, is that right?

Usually, when a bug is fixed, there is no retroactive correction of the issues related to that bug. For instance, if a quest was broken, there’s no way to go back and give credit to everyone who finished the quest. These matters are so specific to an individual account, I’d suggest that you update your ticket and ask about this, if you would be so kind.

Emberfoot.6847:

This was the Sylvari glow bug, where everyone who used a hair makeover kit in a specific time frame lost their glow. Most of the people got their glow back after an update, and a few more paid for total makeover kits to fix theirs. I still have no glow, and can’t afford to pay £3.50 to fix a bug. I broke it by using a permanent hair kit in the wrong timeframe, and am loathe to pay money for a total kit to fix what could have been caused by a gem store item in the first place. Thanks.

We’ve been helping players directly with this, in some cases.

If you have presented this information in a ticket, please provide me the 12-digit ticket number and I can take a look at this on Tuesday. I can’t do so today because of the holiday weekend. From what you’ve said here, I feel sure we can help you, if I’m understanding the details properly.

Emberfoot.6847:

Heya, I only just posted my first ticket as the way the support was laid out it looked like it was only for account issues such as hacked accounts or technical issues such as “I can’t log in”. On the advice from someone on the forum earlier I put in a ticket, but I wasn’t aware this was the way I was supposed to go about it. Number is 130527-000248. I put in 4 bug reports over the last 2 months, but I’m assuming there’s no number for those. I also posted lots here:
https://forum-en.gw2archive.eu/forum/support/bugs/Total-Make-over-Kit-Sylvari-Glow-Merged/page/5
Thanks for any help you can provide, I really didn’t think that the support panel was for anything but serious log-in issues.

I am sure you’ll be helped very soon, and I’ll keep my eye out for that. Thanks!

Emberfoot.6847:

Can I get a lil help here? What am I supposed to do? I was told by two people (Gaile and a forum member) that the two month old glow bug page wasn’t the place to mention this, and that I should put in a ticket. I put in a ticket. That has now been shut with no fix or even a word as to why. Do I keep putting in tickets until they don’t randomly get shut? Do I carrying on posting on the forums like I have for 2 months? I’m getting more than a little fed up as I have been trying to chase up help for 2 months for a bug that could be fixed by you simply spawning me a total makeover kit. When this first started I thought ah well, its not that annoying, I’m sure they will get to me soon, Anet was great in gw1. Two months into this saga I am afraid to say I am rapidly losing faith in the customer services’ ability to fix the easiest of bugs.

It was closed because you failed to update your ticket, as called out in the first line — all caps — in the response that you were sent. This is what it says: “IMPORTANT: YOU WILL NOT RECEIVE AN ADDITIONAL RESPONSE TO THIS E-MAIL UNLESS YOU UPDATE YOUR QUESTION. ”

You received a general response, and it was your responsibility to update to say “Those answers did not help me.” Having not done that, the system believed you had been helped with the suggested resolutions.

Please simply update your ticket by saying that you still need help and you will be given assistance. If you are not, you’re welcome to post, but please carefully read the responses you are sent to avoid unnecessary delays.

Please

Emberfoot.6847:

Right, you see I read that, but additional response to me implied an original response that wasn’t automated, so I was waiting for a response still. Please forgive me not understanding all the information put in front of me. The reason I have so much time to play is because I have bad depression and anxiety issues, so when I am trying to fix things like this I get extremely confused and tearful. Thanks for your understanding.
I have now updated the ticket in -I think- the right way, and hope to hear soon

No worries, Emberfoot. I personally hate that “wall o’ text” and I’m going to see if we can get rid of that in the future. I know it’s needed, and it’s valuable, but it’s not well presented and I feel it’s less than user friendly. And yeah, that’s an editorial opinion, but I think it’s pretty valid.

With that update I really believe you’ll hear from someone quite soon. And I feel confident we can help you with the issue.

Thanks for your patience!