Guild Wars 2

Okay, I know Anet is bombarded with tickets and dealing with exploits, bugs, everything that comes on a silver platter with a new release. It’s understandable.

But I’ve been having to re-explain my ticket from last month constantly after waiting days between replies to different GMs who just skim it and copy/paste a wall of text that has nothing to do with my ticket. I was understanding and patient at first and had a few good ones that helped me out with the first bit of my problem, but really I’m getting annoyed now since there’s no use constantly repeating my situation in a ticket only to be pretty much ignored then hope that someone actually will read and understand my problem.

Would you please get a technical support number so I can have one individual understand my problem and help me through it instead of this happening and still being unresolved after a month? I’m sure there are others that feel the same way where they wouldn’t mind waiting a little while on a phoneline que to make sure they get their problem resolve and if not, understand what’s going on.
And for Anet also, it’s easier just to deal with tickets, but when it comes to being ignored like I have been, really there is no pro to it.

Thank you.

Tickets:
[Incident: 120903-001767]
[Incident: 120824-008715]

Why would you want to talk on the phone with a person? Waiting on hold for 45 minutes and then finding out you can’t understand them. Email is fantastic in that you fire off your message real quick and you come back to a reply when its convenient for everyone.

Being ignored is different from their limited size team not getting to your ticket in an infinitely growing pile yet. They didn’t purposely find yours and put it in the garbage.

Masterpyro.4310:

Why would you want to talk on the phone with a person? Waiting on hold for 45 minutes and then finding out you can’t understand them. Email is fantastic in that you fire off your message real quick and you come back to a reply when its convenient for everyone.

Being ignored is different from their limited size team not getting to your ticket in an infinitely growing pile yet. They didn’t purposely find yours and put it in the garbage.

Why wouldn’t I understand them? Blizzard has a good bunch on their phones when I needed help with WoW issues. Being in the US, I’d expect Anet to have English speaking reps to assist individuals as well. I’ve never had to wait 45 minutes in a que line, sucks to be you if you had to. 10 minutes tops for me, and even then I don’t mind as I can understand in that line they get busy with others. It’s guarunteed I’ll get to talk to a living individual, explain the situation and converse over the problem instead of how my ticket has been handled now.

Sure, I can fire off my messages real quick. Then have to constantly re-explain it for over 3 weeks when I do get a response without ever getting a correct response to it to resolve.

I didn’t say any of that nor accuse them in that manner, it’s that it is just skimmed through, copy/pasted a fix that is irrelevant and then asked “Did this help you this time? If not, please reply back.”

GaileGray.9587:

Ollie — please add your tickets to the stick post above — Tickets for Review (5+ days). Thank you!

Also, we tried phone support but found it was far less efficient for both the customer and the team. Tickets really are working, but volume can mean you wait a few days. We’re working on reducing the wait and have made big inroads. We can review if you include those tickets in the review thread.

I have already.

Like I said, I don’t mind waiting and I understand the high volume you’ve been receiving. I just feel that my issue isn’t really being looked at when replied to and re-explained. A few days, a week, over a week, as long as I get a correct response instead of a wall of text that’s irrelevant each time then have to hope I won’t receive it again on the next reply.

GaileGray.9587:

Ollie — please add your tickets to the stick post above — Tickets for Review (5+ days). Thank you!

Also, we tried phone support but found it was far less efficient for both the customer and the team. Tickets really are working, but volume can mean you wait a few days. We’re working on reducing the wait and have made big inroads. We can review if you include those tickets in the review thread.

Phone lines are inefficient? Maybe if you keep outsourcing your support to NCsoft it is. If you hired inhouse support staff like EVERY other AAA MMO does, then it would never be an issue.

With all due respect, Gaile, I disagree how phone lines are inefficient.
As a consumer of your product, I’d rather speak to a live person than in emails, honestly.

I would think it’d actually help with the high volume you’ve been receiving as well. Why not have them as an option as well with the emails? Sure, lines might get pretty busy and people will complain about the wait time when it becomes high volume in there as well, but it’s one of two options to receive help.

It seems the servers are set up to be like diablo 3’s. very simplistic as is the database. Thats why they will only offer account rollbacks and not character or specific items.

Hopefully in the future it will change, but the statements that they have been releasing lately, dont bode too well for the game in the long term.

I’m not sure what you’re on about with D3, didn’t really keep up with it after beating it a few times.

All I want is my issue to be resolved so I feel that my account is safe® from the hackers, but it feels like pulling teeth to get someone to understand the problem I’m having when it’s quite simple and even offered a solution to them on my last reply last week.