Guild Wars 2

In the words of Forest Gump…That’s all i have to say about that. # startdisscusion (unless someone already made said discussion then a link to said discussion would be appreciated)

Kind of surprised they don’t have live support or a phone number.

When you talk to someone on the phone, it puts them in the position of having to answer your questions on the spot. It requires them to know how to do their job, which encompasses organization and employee training. That all costs money and given my experiences so far with Arenanet, money is more important to them than their customers.

With the electronic ticket system, it allows ArenaNet to have all the power. They can ignore your ticket for days on end. If an employee messes up when evaluating your ticket, you have no way to contact a supervisor for help. They already have the money you spent to purchase the game so there is no incentive to invest in a support system that helps the customers in a timely or accurate manner.

Eosin.2078:

When you talk to someone on the phone, it puts them in the position of having to answer your questions on the spot. It requires them to know how to do their job, which encompasses organization and employee training. That all costs money and given my experiences so far with Arenanet, money is more important to them than their customers.

With the electronic ticket system, it allows ArenaNet to have all the power. They can ignore your ticket for days on end. If an employee messes up when evaluating your ticket, you have no way to contact a supervisor for help. They already have the money you spent to purchase the game so there is no incentive to invest in a support system that helps the customers in a timely or accurate manner.

Live phone support is a premium item. This is a game with no monthly subscriptions, do you really expect them to have dozens of techs standing by to answer the phone for support? Do you have any idea how much that costs?
Honestly think about it. How many phone support people would they need? They could not very well out source it now could they?
Look at Facebook, a multi BILLION dollar company with far more resources then anet, and you would be lucky to even get a response to an email, and a phone call? not going to happen.
Microsoft, another finacial giant. You call them after your 1 free call, and your going to pay for it to the tune of several hundred dollars for a single support call.
I deal with support at many different companies and very few of them have any phone support at all, and these are companies where we actually PAY thousands of dollars for a support contract every year, and you expect a game company like anet to offer live phone support for a game you spent a measly $60.00 for?

As much as I don’t want to agree with ShiningSquirrel (love the name btw) I have to. I’ve lost patience several times of the days of my pending tickets, but this is a one-time-only pay to play game. If we had to have a monthly subscription to play, much like other games, then I’d expect live support. The old saying still remains true “you get what you pay for”.

ShiningSquirrel.3751:

Eosin.2078:

When you talk to someone on the phone, it puts them in the position of having to answer your questions on the spot. It requires them to know how to do their job, which encompasses organization and employee training. That all costs money and given my experiences so far with Arenanet, money is more important to them than their customers.

With the electronic ticket system, it allows ArenaNet to have all the power. They can ignore your ticket for days on end. If an employee messes up when evaluating your ticket, you have no way to contact a supervisor for help. They already have the money you spent to purchase the game so there is no incentive to invest in a support system that helps the customers in a timely or accurate manner.

Live phone support is a premium item. This is a game with no monthly subscriptions, do you really expect them to have dozens of techs standing by to answer the phone for support? Do you have any idea how much that costs?
Honestly think about it. How many phone support people would they need? They could not very well out source it now could they?
Look at Facebook, a multi BILLION dollar company with far more resources then anet, and you would be lucky to even get a response to an email, and a phone call? not going to happen.
Microsoft, another finacial giant. You call them after your 1 free call, and your going to pay for it to the tune of several hundred dollars for a single support call.
I deal with support at many different companies and very few of them have any phone support at all, and these are companies where we actually PAY thousands of dollars for a support contract every year, and you expect a game company like anet to offer live phone support for a game you spent a measly $60.00 for?

I can call 855-WBGAMES right now and get support for The Lord of the Rings Online and I don’t have a subscription (it costs a lot less than $60 too). Your argument is from the point of view of the corporation. Companies that value their customers take a lower profit in order to provide their customers with satisfaction. Companies that put their profits before their customers, such as Microsoft, Facebook, and ArenaNet, do exactly what they are doing.