Guild Wars 2

I am stupendously frustrated.

1) My guild is in the process of transferring servers. Today, some of the people on the new server sent me 30 gold via the mailing system to help defray the transferring cost. One person sent 10 gold, the other sent 20 gold.

Almost immediately after I deposited the 30 gold into the bank in LA, my client booted me and my account was rolled back. I ended up back in the Heart of the Mists – the emails are still there but the 30 gold was removed. You are absolutely welcome to check the mails (as they are still in my inbox) to see that this is the case.

This is gold that was sent to me for the purpose of helping my guild mates transfer servers and I would like to know why you removed it from my account. I would also like to have it returned to me. Transferring servers as a guild is such a headache without this also becoming an issue.

2) So, after I’ve discovered that the gold was removed, I tried to make a support ticket. I keep getting the “Call back number and Time Required” error – even though there are NO fields for a callback number or time. I tried it in both Chrome and IE. So I cannot make a support ticket.

Can somebody please help me here? This is going to be such a frustrating guild transfer if you decide to constantly make gold meant to pay for it disappear.

You can just send an email to support.guildwars2.com without having a support account, and they will respond to you via that method. Good luck. =)

Thank you so much. I’m going to try this right now.

You are most welcome. =)

I received a boilerplate email reply this morning that made it clear that GW2 CS barely read my email and did zero investigating.

30 gold disappeared from the GW2 universe. It is not in my bank, my character, my mail, nor with the people who originally sent the gold.

It takes a great leap of imagination to blame that on some connectivity issue between the GW2 servers and me. If there was a problem between here and there, the gold should still be on the servers. Somewhere.

Instead I got this email about how it is out of their “control.” I would like to think that when 30 gold vanishes from the GW2 universe, it is wholly and solely within ANet’s sphere.

I am fairly certainly that a gold-selling algorithm went off erroneously. It is making me nervous to take more legitimate gold out of my mail now (which I have to do for these transfers) for fear that an even larger quantity is going to be removed from my account – to which, when I write a ticket, I am going to get another nonsense “connectivity issue between us and you, sorry-out-of-luck” reply.

Every single one of the mails already had the “this is gold to help subsidize/transfer the guild” in it.

Can I please hear from someone who cares? Someone who would please bother to investigate before telling me SOL?

Check the logs, check my mail.

This is the second time I’ve had to deal with GW2 CS and two out of two times, it makes me not want to play or support this game anymore. :\

[Incident: 130423-000197]

Thank you.
— S.

Shazirah.8350:

……it is out of their “control.” ………..

I recognise this quote. Arenanet has not the power to create money or items out of thin air on the live servers. and thats what they basicly are saying. There is some debate whether or not it is true what they are claiming, but well it is what they always saying so for discussion sake lets asume it is true.

If however it is true what you are claiming that this was indeed cause by a gamecrash and that the logs are showing and supporting that…In that case and simular cases I would like to make a suggestion to support:

Why not, in cases like this, have the ability to reward a custom size free gem giftcard.

I do believe the customer in this situation would have no objection to recieve an amount of gems for free that are the equivalant of rougly 30 gold in the current conversion rate.

What gets me is that had the CS rep responding to my ticket actually done some investigating (or did more than just skim my email) they would not have tried to feed me some painfully ridiculous line about how has something to do with connectivity between my computer and the server.

30 gold disappearing from the GW2 universe is a self-contained problem ON their server. It exists on the server completely outside of my connection to it. It has nothing to do with connectivity between my computer and their servers.

I’d rather someone actually do the work before they tell me they won’t resolve the issue caused on their end. This is just intellectually dishonest and really kind of insulting.

Also, an MMORPG where gold just disappears from the universe and CS cannot be bothered to look into it? :\

After going back and forth with CS, the third person that emailed me finally told me that others have also reported rollbacks, they don’t know the cause, and unfortunately they cannot refund gold that disappears from GW2.

I do not know why the first two reps could not be bothered to take the time to treat me with this refreshing honesty, but I do appreciate that the third did.

As there is nothing else to add, if a moderator could go ahead and close this, that’d be great.

Thank you. – S.