Guild Wars 2

I already made a ticket, but i hope i’m spreading my chances by also making this topic.
Some time ago i requested a refund on my GW2 copy because my laptop couldn’t run it. Now i bought a new one and with it a new copy of GW2. I linked the new serial to my old account succesfully, but now i can’t login. According to the pop-up: because a refund was requested, the account is closed. Could you re-activate my account please? Thanks in advance.

You posted a ticket and that is the correct thing to do. posting here wont make a difference. The standard policy is that Anet only gives refunds if you are never going to play again. This cause there are no monthly fees, you can put your account away for as long as you want. Given the reason you are here stating support might decide to drop the standard policy, so wait for the support ticket to be handled and you will get your answer :P

Good luck!

I admit it was akitteneeky of me. But i was afraid they were going to help me after the weekend or something. And after just paying 30 something for a game you were hoping to play right away, would be a bit disappointing. Fortunately, they responded to my ticket already, so thumbs up for the fast reaction. No solution yet though. If i had used another e-mail adress, i would be playing now.

Problem here is also that you cannot link 2 serials to one account, each account needs it’s own unique email and display name. And as I type this I see that you figured that out as well.

I’m sure support can help you but you will have to be patient.

To add on to this. It is not a big issue and mostly supports problem, but as I said in my first post, the policy is that an individual who got a refund is not to get a new account. Off course, you are right that this would be hard to check if you use a different emailadress, but maybe it is better this way to put things right now instead of hitting bumps later on.

And as you discovered, support works 24/7 so weekend is not an issue :P

I’m writing down my disappointing experience with GW2 support as a last resort in getting my issue solved.

Some time ago i asked for a refund on my GW2 account because my laptop couldn’t run it. Now that i have a new laptop i’m very excited to try out GW2 once more. I bought a serial on g2play.net, the website i oftenly use for quick and fast gamekeys. The key worked fine and GW2 gave me the option to link the key to my old account. I thought that would be a good idea so i could use my main gmail account with it. Everything worked fine untill i tried to log into the game. It said my account was locked due to the first refund.

I made a ticket thinking this would be resolved fairly quickly. I couldn’t have been more wrong. GW2 support says they can’t help me because i didn’t buy the key from an official reseller. They adviced me to get a refund from the webstore. Naturally they refused since the code has already been used, worked find and is worthless now.

I truly understand you have a policy to abide by, but please (please!) understand my situation here. There is no way i can get my money back. I told the webstore i would contact my bank and they said they will fight the claim and will probably win it because the code wasn’t faulty. And i’m sure they’re right.
You LET me attach the key to a banned account. According to your response it’s my fault i did that, that i should have known i had to make a new account for it. How was i supposed to know? Never was i warned about this.

Again, please understand my situation here. There is nothing i can do. I understand i shouldn’t have bought the game at that webstore. But the code worked perfectly fine. Please, is there anything that can be done?

I am pretty sure that ArenaNet only supports their game when it is purchased either from their own website, or their authorized retailers. Thus, you take a risk with keys purchased elsewhere. A price you pay for getting discounted merchandise. This is pretty standard practice, and I would think rather common knowledge. Sorry for your loss.

Inculpatus cedo.9234:

This is pretty standard practice, and I would think rather common knowledge.

Thank you for pointing that out, Inculpatus. As you can read in my initial post: i am aware of that. That common knowledge has reached even me. The point here is that the code worked fine. It was the fact that i was able to link it to my old account that made it unusable.

Keep in mind that ArenaNet got nothing from the sale of that key. No one knows where that retailer obtained their serial codes. They could be stolen or generated by a keymaker…anything. It would be nice of them to support copies they make no money on, but not really reasonable. Kind of like buying a power drill out of the back of someone’s car, and then asking Black & Decker to repair it when it stopped working after a month. Again, sorry for your loss.

When you got the refundthe did warn you:

‘Note: The refund process includes permanent closure of the Guild Wars 2 account. If you wish to continue to play Guild Wars 2, or if you desire to play in the future, you will need to purchase a new serial code and create a completely new account. Characters, names, items, and other features from the refunded account cannot be transferred to a new or different account. Not all serial code purchases will be eligible for a refund.’

You also look at it from Anet’s perspective.
When you buy a game through a reseller, Arenanet sells the game to the reseller for a significant lower price as you will pay for it. If they refund it now directly to you, you are asking them to loose that difference. A refund through the reseller would mean that the reseller pays you the money back and then get a refund at Arenanet for what they paid Arenanet. This is very common practise in all sale systems.
If you buy a Sony TV at Walmart and it breaks down, you need to contact walmart, they will handle te warranty. If you get refund Walmart will give it to you. Then walmart will get in touch with Sony (afterwards) to settle things between them, but you as a customer don’t have to work with that.

Anet is in a unique situation that they have external resellers AND they are their own reseller through the website. The refund policy only goes when they are the reseller.

’ For purchases made directly from NCSOFT, you should be able to complete the request and receive your refund directly from us.’

This is the information in the support faq warning you bout this. NCsoft is the distributor of the game, so officially you are buying from them, but as recently explained by Gaile Gray the difference between Anet and NCsoft isn’t a sharp line and for you as a customer it is best to see them as the same company.

I do know that many resellers do not offer a refund even where Anet/NCsoft will offer a refund IF purchased by them directly. But this is a consequence you take when using that specific reseller. g2play does have a refund policy, but not for used codes.. I do urge you however to contact you. You are right that it is wrong that you could attach the code to the account, so the code should have been unused. Explain this to g2play.net and provide a full coverage of all your contacts with gw2 support. If it is a decent company they will give you a refund and get their money back at arenanet/ncsoft.

Thanks for your elaborate answer Mercury. So in a way Anet is right: they did warn me two years ago that i cannot use my banned account ever again. It was my mistake i forgot about that part, i guess. But i also think they should have warned me about it again, when i tried re-activating my old account. Even the fact that i’m using that same account right now is abit strange, since it should have been banned.

I already contacted g2play with all the correspondence i’ve had with Anet. In the attachment you’ll find their response. They call it my “obvious negligence” and therefore they won’t refund my key. Calling it my own negligence is taking it abit far i think. Was it stupid of my to buy it from them? Definately yes. Was it so stupid to think that i could tie the key to my old account because the website specifically asked me to do so? I don’t think so. What infuriates me is that fact that i wasted a perfectly fine key due to a combination of my own stupidity and the unwillingness of Anet support. If i had used it on a new account i would have been playing all weekend. I just refuse to believe that there is absolutely nothing they can do for me. How hard can it be to detach the key from my account? Or to give me a new one? I’m not trying to be an *sshole. I’m not shouting out because i love bashing Anet support. I’m just a guy who wants to enjoy GW2 and made a tiny mistake while trying. I wish they would just help me out.

Again, the retailer you purchased from in not an authorized retailer. They did not buy their copies of the game from ArenaNet. ArenaNet made zero profit from that sale. In fact, ArenaNet loses money on those sales, as they sell it at a discounted price (~$30 according to your statement in a previous thread, which is $20 dollars or more off ArenaNet’s retail price). Why would any business support what amounts to a black market for their product? I don’t believe ArenaNet is in anyway at fault here.

But, best of luck on your endeavors, and hopefully you will purchase and utilize more carefully in the future. =)

I this agree with IC, The fact that its not listed here as an official retailer, doesnt make this company a company that obtained the codes they sell illegally or through black market. Also Someone bought it directly from NCsoft at one point so they got the prize they wanted for it.

For the OP. Reading the reaction of the reseller I think they are actually afraid you will open a dispute.

I am not a specialist and it depends a lot on the law valid in your country but in most country’s customers are protected.

If this would be my country (the netherlands), by opening a dispute and getting the money back you force g2play to indeed make a claim. To do so they need to hire a dutch company to get the money. They did not give detailed instructions to not use this key on a blocked account. So they failed in giving decent instructions.

If a dutch company would make the claim, explain in written reaction that the claim is wrong due to the fact that you where not warned in the instructions to not do this.
Write this reaction to all claims they sent to you. Ultimatly they have to go to a judge to force you to pay up. This might actually be a swing. Unlike some country’s there is also something called common sense in my country’s law (here it is impossible to file a lawsuit cause you where not warned for the hot liquid in the cup cause it is considered common sense).

But swing or not at the judge, in my country I find it very unlikely that given your response that a judge would rule that you have to pay the money AND legal costs.

If you do go this path I would recommend to get legal assistance of a local specialist. In many country’s you can get this assistance for free.

My guess would be that this company would try to make the claim but considering the costs and the risk of loosing will never go to court and take their loss. That is why they are so explicit in warning you bout the consequences. They know it will be difficult to claim it.

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If you don’t have an valid account how are you posting on the forums

simplesimon.2084:

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If you don’t have an valid account how are you posting on the forums

He has a blocked account. The account he is using is blocked cause he got himself a refund. The forumaccount is kept open in case of a block so people can dispute the block. Only if you misuse that option your forum account gets blocked as well.

Vudge.3496:

Everything worked fine untill i tried to log into the game. It said my account was locked due to the first refund.

So to clarify

1) It let you create an account with the new key and use your old email?

2) You used a new email, and when you asked about linking your Guild Wars 1 account, you tried and it came back with the banned message? Was it previous inked to your now-canceled original GW2 account?

3) You don’t have a GW1 account, thought it would let you use your old GW2 account and tried to link to that account?

4) Logged into your old account and added it there

5) None of the above

They are not saying the account key it self was fraudulent, right?

Because I know I’ve heard of people falling for #4 and getting help. You might try posting in the tickets for review thread once the ticket is 3 days old – Gaile will review it then. She might even see this and look into it before then (try editing and adding in your ticket number to the original post to make it easier for her to do so).

She’ll be in tomorrow. Luck!

Rajani, due to an earlier post by OP Gaile allready reviewed this. Her answer back then was that he would get an answer from support. The answer is that they can’t refund the second key cause it was bought by an external reseller. So the case is reviewed and closed for Arenanet (though Gaile might change the ‘verdict’ due to this post).

But as long as Gaile doesn’t change her position the OP’s possibillity’s with support are gone. The reaction by Arenanet is fair and logical. Though off course not a nice situation for the OP.

I see his original post on it now.

But frankly, sounds like to me some of this is on ArenaNet. People shouldn’t be able to hook up new keys to old perma-closed accounts like that.

Rajani Isa.6294:

I see his original post on it now.

But frankly, sounds like to me some of this is on ArenaNet. People shouldn’t be able to hook up new keys to old perma-closed accounts like that.

Ow I agree, if the key was bought directly at arenanet or an official retailer he/she would get a new key or his money back. But this seems to be a pretty shady reseller cause they are selling gw2 in China while the game isnt available in China yet.