Guild Wars 2

Okay, lots of information here, so I made a *.png file instead with the conversation.
It took me 4 whole days, from the very morning on 1st day to evening on 4th day just to get my password back. The service center asked me questions over and over again. Question I had write down before. Just like they even didnt read my response.

Totally frustrating, I do undestand that some sort of security questions needs to be done, but then at least read the answers and dont re-ask same questions for 4 days!

Dont know if the picture is visible, so here is a link to the adress:
http://i.imgur.com/k6arhrp.png?1

Hi Akerhage,

I’m not going to defend support here but giving some feedback on your own side of it.

a: out of the conversation I understand you responded by sending support an email directly.
- Support prefers you to use a support account (different then your game account) and use the online forum to file a ticket. This is actually an extra layer of security. For those having issues with the website or other problems, they have the backdoor to email them directly, but it is less secure.

b: You lost your gamekey and purchase infromation.
- So the most important proofs of that you are the rightfull owner are gone. Support has to be very carefull to verify you are you

c: You are acting impatient and somewhat rude from the second post and onward.

I’m not saying this to bug you, but what I see out of the conversation is that Arenanet is making abokittenly sure that they are not giving an hacker access to your account. I am very happy with that approach.

I can see that too, but if you did spend time and read the conversation, it really seems that they are not even reading my answers. They kept aksing me about the serial code and my 4 last digits on credit card. And I had written that down first time.
And they first asked 3 question, I answered them,
then 10 more questions, I answered them.
And after that, they asked for serial and credit card again? – why? Why not just reset password after those 10 questions? Why ask for serial code/creditcard number again? – that I have statet I dont have!

And why 4 days to answer that?

I really think that the password should be easyer to get then that, I agree that it need some kind of security, but 4 days with same questions about serial codes/credit card?

Why do people lose their serial code? I got it saved on 2 computers, and 2 physical locations in real life. O _O

Some people delete emails thinking they’ll never need the serial numbers, and in most cases people probably don’t need them.

Anyway, I actually don’t think 4 days is that long for resetting a forum password. Could the process have been expedited based on what I see? Probably so, but I still don’t think 4 days is that bad for a forum password reset.

I’ve been waiting since December of last year to get a response to my multiple emails and support tickets I sent to a different company (NOT ArenaNet) about their broken game which I purchased, not knowing it was broken, and I wasn’t the only one who realized the game didn’t work. I’d have been ecstatic to get a response in 4 days. Now i’ts going on 4 months.

Loli Ruri.8307:

Why do people lose their serial code? I got it saved on 2 computers, and 2 physical locations in real life. O _O

I agree anytime I get any type of serial code first i print it off and store it in a folder then i also right it down in a book that is in a safe deposit box

Really dont know why my serial code is gone, the email must have been deleted by mistake. And I never got the serial back from Anet either. So every time they ask for it I cant tell them the number. Can this serial code be obtained afterwards?

I look at all this and say “I’m glad Anet is careful with verifying an account owner”.

Now OP, there’s some misunderstandings I see from your attached pix. You had said you lost your forum password, but could still log into the game. This alone would have me assume that you didn’t know the game login and forum login was the same. You mentioned that you saved your login and password in the browser. No where in the beginning did you mention that your login and password were saved in the GW2 client, which is why you could still log into the game. Had this misunderstanding been cleared up before your 5th mail, your reset would have been faster. Having a calm response instead of a tantrum is always best.

Side note – It’s one thing to lose your serial key, but to not even have a record of your previous creditcard?

But the serial key? Can I get that back? Well I’m using up my creditcards pretty fast, 2 per year or something. Why would I keep a record on my previous cardnumber?
I agree in some way that safety here is important. And I’m also happy to see that they are not just reseting password that easy. Just a frustrating emailconversation and I can also see that I was a little hard in my words too. With that said I still feel that my answers did not seem to be read.