Guild Wars 2

Ok so I’m pretty upset. Sorry if I rant. I came up from school this weekend to my family’s home. I have off until Wednesday. So I took my younger sister out and we went to Gamestop to either get Guild Wars 2 gem cards or World of Warcraft time. She wanted to play GW2 so we got those, last night we got all ready to play. Sadly her account is locked, she can’t do a password reset because she has all the info except for a characters name.

Now to me that is an extremely stupid precaution since every person in this kitten mmo sees my dudes name…but anyway. We then tried to get in touch with Anet, I thought “Hey lets give their support guys a call so we can get it switched around!” But no, theres no customer support number like for every other mmo. Not even a live chat option.

So we sent out an email, thinking that they are closed on Sunday (which I later found out they are not, that supposedly their support is 24/7) and hoping for a reply early Monday morning. Sadly I have yet to get an email from this with this issue. It’s a simple fix, she has given them her CD key, and all other pertinent info possible. I don’t understand why they have not responded. This upsets me greatly, we have limited time and a whole day has been wasted because of this.

I’m posting her hoping to maybe get the attention of a customer service rep so they can finally fix this problem. Her ticket number is 750289. Thank you, even though I’m probably just talking to a wall.

She should get a first automated acknowledgment of the ticket within the first day. Read this thread https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast to see if she has this problem. Check the junk and spam folders, they often go in there.

One common problem is that people try to use their display name to log in. It’s email and password. Double check to make sure she isn’t doing this.

Astral Projections.7320:

She should get a first automated acknowledgment of the ticket within the first day. Read this thread https://forum-en.gw2archive.eu/forum/support/account/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast to see if she has this problem. Check the junk and spam folders, they often go in there.

One common problem is that people try to use their display name to log in. It’s email and password. Double check to make sure she isn’t doing this.

Yea she’s using the email, but we haven’t played for a year so like when they did all the password reset a while back she never did that. She has also received the automated email, i just don’t get why she hasn’t gotten a response from a human.

Gaile Gray.6029:

I just want to mention that it’s not an easy thing to verify ownership, and the process cannot be undertaken lightly, because unscrupulous individuals try to steal accounts through Customer Support. This means we need to interact with each account holder personally, and must get sufficient information to verify that access is given only to the owner of the account.

Because this is a painstaking process — for security, which is a good thing! — it can take a bit of time. If you haven’t heard back in three days please feel free to post in the Tickets for Review thread above. It normally doesn’t take that long, but we do ask for that amount of time before a forum post, and we do ask that such forum posts be made in the appropriate thread.

oooor, you guys could not be so cheap and just start paying for phone support. When I have problems with my WoW account I can call or live chat and get it taken care of in minutes. Also “pain staking process” umm, dude you guys haven’t even tried to start on her problem so explain to me how it’s pain staking. It’s just sitting in some person inbox and not being delt with at all.

Whatever, I now see how Anet feels about it’s players. Another day wasted on waiting for a reply. 3 day is ridiculous to just get a password reset.

Jaxxon.3582:

Whatever, I now see how Anet feels about it’s players. Another day wasted on waiting for a reply. 3 day is ridiculous to just get a password reset.

If you have to actually speak to support to get your password reset, then it’s pretty serious. I’ve reset my password without supports help and it was pretty instant. When you don’t remember your information, and have to speak to someone, yes, it will take time. Also, there were people who submitted tickets BEFORE you who will be handled BEFORE you, thus wait your turn.

And Anet will get phone support when Anet has a monthly fee for this game. Phone support costs money, and that is what the monthly fees tend to go towards. Since Anet only can rely on the income of the sale of the game, phone support is too costly to have.

Jaxxon.3582:

Whatever, I now see how Anet feels about it’s players. Another day wasted on waiting for a reply. 3 day is ridiculous to just get a password reset.

There is a big difference between games that charge a monthly subscription and games that rely on gem store sales. I’ve seen numerous posts by people who say they’ve never bought gems and don’t plan to and posts by people upset about something and who have declared their decision to punish ANet by no longer buying gems. These people don’t help the game’s profits. ANet has to provide services with the budgetary limits set by their income.

http://venturebeat.com/2013/09/11/analyst-world-of-warcraft-revenues-drop-54-in-7-months/
Superdata released a report that claims World of Warcraft generated around $93 million in total revenues in April. That’s a ton of cash, but it’s way down from the $204 million the MMO generated in September.

http://www.gamesindustry.biz/articles/2014-02-14-guild-wars-2-in-steep-decline-in-weak-q4-for-ncsoft
Ncsoft’s flagship MMO Guild Wars 2 showed a decline in sales and revenue, making $32 million in Q4, 2013.

You can’t expect the same levels of service if the same levels of money isn’t coming in.