Guild Wars 2

GaileGray.9587:

Update — Tuesday, 18 September: Part 1
120909-004321 Information provided
120909-004502 Information provided

Sorry, but that information did not help us. We tried everything, that’s why we want help from support. We updated our tickets with aditional information, no answer yet.

I just want you to know that we still need help, please keep looking into it.

Dear GaileGray,

I’m posting on a guildmate’s behalf, he’s unable to log into his account himself since it got hacked and stolen.
So here’s what he wanted me to post, please get back to him ASAP:

• Ticket made sunday 9 sept 18.15 CET
• First: Response GM xxxxxxx via Email 09/13/2012 02:59 PM
  asking for my serial key and account name ( wich i allready gave in the initial ticket )
• Reply sent: Customer xxxxxxxxxxxx via CSS Web 09/14/2012 12:28 AM
  no further reply from GM ever since.
• i have been asking for an update or at least some sort of communication / answer every day since i have sent the duplicate data back to support.

• for the record: and i suggest people do the same thing in their country.
  i have filed a complaint at test-aankoop.be ( belgian company who takes care of customers in belgium concerning legal advise etc … ) about the lack of communication / customer support from ArenaNet.
  And lets say they were more than interested in taking a look at my case.
  it’s hard to believe that ArenaNet SLAs ( service level agreements ) towards customers is so low.

at least can there be towards me and other people who have been waiting days and days, some sort of communication / update about their ticket ( s )

Hacked Account [Incident:120909-005038]
Account Name: Oreilly.9473

I created a ticket because i prepurchased the game as a digital deluxe copy and failed to be given my digital items, I did not delete them, i still cannot access my mistfire wolf elite and i failed to receive any of the consumable items. My original ticket number 120828-005200 created 08/28/2012, you closed this ticket without resolving the issue. I have since then created a new ticket 120915-000805 created 09/14/2012 which is now over 5 days old and the issue continues to be unresolved. please fix this as i paid for a digital deluxe edition of the game not classic and would like access to the features that i had to pay extra money for.

Snort, I know what you mean. I posted on here twice now and have had my ticket open since sept 2 and nothing yet. They even closed my ticket once without any response. It was just closed. The devs are great here but the customer service is horrid. I’m not spending a penny more in the gem store until my case is looked at. With all the hacks going on, it’s hard to believe that they haven’t hired more customer support staff.

Hi Gaile I must first of apologise for being a pain

.credit card purchase [Incident: 120912-002924]

I received notification that a 48hr window will be open for myself to purchase.

The Black Lion was closed for mentainance last night GMT so this morning I went to it and had Mastercard on phone at same time to ensure no flagging ect.

On selecting use existing card and clicking next the following error came on screen

Hey take a peek at this ticket (opened five days ago)
definem.2781
120915-002881
I’m sure all the info that you need is there

Edit : problem solved, maybe you missed it while updating your list.

120914-004764 – resolved, access restored.

Thanks.

Incident:?120911-007?210
9 days ago

My husbands account has been hacked 9 days ago, he got an email to tell him that his emailadress was changed and he made an incident ticket 120911-007?210. Until this moment – 20 september 11.22 hour GMT – we never got any answer. And furthermore, the character is still been played with.

We like to know when my husband gets his account back, 9 days is more then enough time to solve this problem.

I just received a response for my ticket (finally). However, it made no sense as per what I was asking… Trying to answer as many tickets as fast as possible with a copy/paste answer is not the best solution. I realize that you guys have a lot of tickets but mine still is ongoing because the GM that responded to it didn’t respond to the question that I asked. He said that I could not get a refund for something bought with gems accidentally when I NEVER asked for a refund. I simply want the missing part of my item. I’m not so sure what’s so complicated in this. I bought the Krytan armor look from the gem store and somehow while transmutating the breastplate/chest piece ’’poofed’’/disappeared and I would like that missing piece.

This has been going since SEPT 2 and is still ongoing…sad!

On the 5 day.

Incident: 120914-003281

“120905-000663 Resolved”

not resolved in anyway i cant belive u just make random assumptions..

New ticket is here 120919-008681 asking for a refund of game cba with support not helping in anyway.

NONE of my other acc is hacked… i have diablo 3 , wow etc playing with same passwords as GW 2 when i got “hacked”.

I truley beleive that every time (5times now) u open my account and i changed e-mails and passwords so many times, Its your FILTER that BANS MY ip not some hacker ones.

Last friday I want to login and got a information that my account is maybe a target of a unauthorized person which wants to hack my account. For my own security the account is automatically blocked and I have to use the arenanet support.

Right now, my account is still blocked!
I got a answer from GM Johannes, that they need my serial number for reactivate my account and identify me as the real account owner.

No answer since monday morning.
Nice that arenanet blocking my account, but the reactivation takes 1 week or longer?

I really want to play and hope the support doing something now.

The incident number is:
120915-005406

Greetings

My account was hacked, and i lost my guildwars 2 account complitly. Thats why i used my brothers GW2 account to post this thread. I have complained filing the searial code, card number, name of account, and everything you said was necessary. And after my fourth complain i still haven’t got’n any answere. My e-mail is registerd since i get your news letters(vegealm@live.no). I filed the first complain the 10 september, and no aswere in over one week.

my tickets of review
120910-005403
120912-003964
120913-005411
120918-003080

my account was hacked moday the 10 september, and i filed 4 threads to the support team, and no answere. My email is right becasue i get your newsletters(vegealm@live.no). I lost my GW2 account complitly thats why i use my brothers account to file this complain.

my tickets for Review
120910-005403
120912-003964
120913-005411
120918-003080

My ticket from 8/25/12 has only had one GM response, stating that the issue is being investigated, and apologizing for any delay, and that was 9 days ago.

I used my tome of influence while representing my guild, and it did nothing. I know its not a priority ticket, but it has been almost a month since I bought the digital deluxe upgrade and had this issue.

Ticket # 120918-000186 submitted on the sept 17. The support replied with my account being “restored” but I still can’t access the game and get error 45 instead.

Six days ago (Sept. 14) I filed ticket 120915-000563 and have gotten nothing but the automatic response. I know it’s not a priority issue but some sort of feedback would be nice…

Ticket ID:

120825-014906

submitted on 08/25/2012

Posting here just in case because the ticket is 27+ days old and marked as “closed” but I’m still waiting for replacement DDE items. In the DDE/Collector items thread it mentioned numbers being gathered but I haven’t seen my ticket ID mentioned in any of the updates above and there are posts above now saying that there will only be one more big distribution? I don’t want to miss out if my ticket number was overlooked

Permalink to where I posted before for context:
https://forum-en.gw2archive.eu/forum/support/account/Collector-s-Ed-DDE-Item-Questions-merged/170582

i think my ticket is #120905-009031 been well over 5 days now, but i cant login to my support account now =(

Submitted a ticket 9/13/2012, no response.
Reference #120914-001168

Hey GaileGray,

U told me to post if its been 5 days so here it is.
Could u review my ticket.
i would appreciate it thanks.
Ticket: 120916-005007
Date Created: 09/16/2012

Sincerely,

Yoshiro.4159

ok i will post in 2 hours then cuz then its 5 days right?

Gaile—

120901-001721 was opened 8/31— support email advised on 9/12 that the ticket was being referred to a senior member of support team (no validation email being sent on 2nd account)

9/19— recieved another generic email combo from earlier replies, did not appear issue was even looked at— replied with the same facts stated in earlier emails

9/20— was unable to log in to main account, checked email and had correctly got email from verification process about account change that is working on that account, then found email reply on this tkt for alt account…
They reset wrong account instead of the correct account which has been listed in every email i’ve sent.

I have replied yet again.

And, I had to reset everything on main (new password), and start verification all over on the account that it was already working on.

And, resetting the verification probably won’t work, since it has never sent the email to start the process on the second account and still shows the send button which I click on daily.

Just found where you said this was resolved on 9/20— has not been resolved

Got my account back Tueday night. YAY!
Try to get in today and the password is changed and can’t get back in again. FUZZY KITTENS IN A BOX!
For gods’ sake my password was military grade safe.
Original incident that was ‘resolved’.
Incident: 120909-000687
And here is the new one I opened for today’s problem.
Incident: 120920-004803

GaileGray.9587:

Update — Thursday, September 20

120825-003557 Question answered

Can you explain this to me please as there has been no update to my ticket and it still says “Awaiting Approval”.

Am I on a list to get my things back? I hadn’t asked a question, i’m awaiting reimbursement of my items. 10 days no response/change to my ticket.

Hello, my husbands ticket is 5 days old and hasn’t gotten a reply yet, and he cannot login to the forums to make this post (it says he doesn’t have access to GW2)

ticket no: 120915-001454

Any communication would be great.

I’m five days old, pick me, pick me
120915-002881

come on, please

snowmanboy.8936
120909-004170
120909-003417

Hey GaileGray,

U told me to post if its been 5 days so here it is.
Could u review my ticket.
i would appreciate it thanks.

Ticket: 120916-005007
Date Created: 09/16/2012

Sincerely,

Yoshiro.4159

I’m really sorry to have to post this here but I have waited a total of 21 days on my NCsoft support ticket. It has not received much attention. I have received one response 8 days ago that does not help my situation at all. Can you please take a look at it?

Ticket: 120831-00513
Date Created: 08/30/2012

Ticket ref # : 120915-004474

Would like someone to look into an error when trying to link my GW1 account. Originally had an NCsoft account, logged into GW2 and was told to change my email. When I registered my key (to the newly changed email) it created a new account and my GW1 account is still bound to an NCsoft account.

On the 6 day.

Incident: 120916-003020

On the 5 day.

Incident: 120917-002055

help pls..

Giving up. You won. Closing this ticket. Getting an answer that isn’t a copy/paste and makes sense is like pulling hair with you people. Closing this ticket is now worth it for not using my time. I’ll take a bit of a money loss over arguing with you people or even trying to get you to read a ticket instead of promptly browsing it for key words and copy/pasting an answer as a response.

HOWEVER, don’t expect me to EVER spend a penny in your gem store again. So in the end, it’s a 100$ loss for you per month.

Good luck to you people fighting if your account was hacked. You’re going to need it!

120901-001721 has not been resolved (on your 9/19 list) verification issue
120914-000042 tome of influence issue
new add:
120916-003964 guild/guild leader issue

Influence Tome [Incident:120906-001736]
An issue with Tome of Influence being used but not giving any influence, asked for the Tome back or some similar thing as we payed for it (happened to both me and my boyfriend). Sent the ticket the 6th of september (!) and have not gotten a single reply despite updating it a few times.

Hey Gaile,

I too made the unfortunate mistake of accidently deleting my Rytlock mini, Tome of Influence and Chalice of Glory on the first day of headstart.

I sent in a ticket 08/25/2012 Ref. number 120825-010443 to ask for help. Chris from the Support Team answered me saying that there would be a fix in the future and that I should keep an eye on the forums. So I closed the ticket and I was waiting patiently for a fix. I`ve been checking the forums regulary these past few weeks and a few days ago I saw that there is a second distribution available for those that accidently deleted their items. So I sent in another ticket.

09/14/2012 (so a week ago) Ref. number 120914-002059
Strangely I got an answer about guild problems. o.O I updated the ticket. For now it has the status Awaiting approval. Am I in queue now for a second distribution or is this approval about something else?

Thank you in advance

Hi, ticket 120916-004076 submitted over 5 days ago.

I have a permanent ‘Error attempting to sell’ when I try and list something on the TP and ‘Processing previous mail’ when I try and send a mail. I wrote this recently somewhere in the forums.

“Well, I’ve been banned from selling on the TP or sending ingame mail it seems since saturday.
My crime? Buying and selling on the TP. Not even for a huge profit (5s on this, 15s on that) but I did a lot of trading on saturday, making about 12-ish gold.
I know this has also happened to a few other players, I’ve got a ticket in since sunday and have stopped lvling my characters as what am I meant to do with my loot now? Vendor it all?
I’m pretty annoyed about this, its ridiculous. I assume its to do with some over-sensitive anti-botting measure but what the hell, I’m a real person doing everything manually which was very time consuming.”

I’d like to know what is going on (obviously) because I cannot play this game in its current state atm, as it just depresses me.

GaileGray.9587:

For those of you awaiting a replacement of Collector’s Edition or Digital Deluxe Edition items, I can tell you that a distribution will be made in what I think is the near future. I do not know a date; I do not know that a date is set. So those marked in a form like “In queue, awaiting resolution” are known to use and we will make sure you get your items when that distribution is made.

The dev team is working on some game changes that will make future distributions unnecessary, so they are holding off on the distribution for a bit.

Thank you for your patience.

Hi Gaile, a few days ago you responded to Natebert.8432 – about his items, but I have not seen his tickets (120825-033103 and 120903-008429) appear in your “resolved” or “queued for distribution” lists. Are his tickets in queue for you to look at? Being that his first ticket was made on 8/25… I’d hate for him to have to miss out on this second distribution.

Thanks.

Gaile

Okay this is really stupid. The account has been hacked again. No keyloggers, new email and very long password. I think this no verification link email crap is such poor planning. Please cease and desisit allowing these accounts to be moved without a response back using the purchase code. Please reopen the incident and get this fixed today or tell me where i can get a refund for all 4 accounts I have purchased for family.

Gaile please see if you can fix my sons account. He is one sad kid. I was told that this is the place to post after 5 days. Can you please review my status on Incident 120909-006216. I am posting this for my son who had his account stolen 6 days ago. They stole his GW1 and GW2 account using the non verified changing of his current email address. The status is at updated right now.

Hi

ticket reference 120906-004417 was created on the 09/06/2012

Any information on this would be great.

thanks

triXXar.8154:

Third time I’m posting here…
120907-004284
09/07/2012
Hacked account, got one automated reply and 2 more reply’s which didn’t solve anything and ask the same questions again. The situation was explained thorough and yet I get the same useless response as if the support didn’t read any of my messages.

My messages summarized

Account email was changed, no more access on GW2 account and registered email
GW2 serial code ‘lost’(stored in hacked email archive), but got all payment info and access to paypal account
(I’ve listed my payment info,Invoice ID, paypal account, ect)
Display name: Dennis.5206

A week later I get the response:

I’d like to help you with this, but I’ll need a little more information.
-Your Guild Wars 2 Serial Code:
-Your Guild Wars 2 Display Name (ex: MyName.1234):
-Your Guild Wars 1 Account Name (if you have one):

seriously?

I’m quoting myself because I got another response:

Hello,
We understand how scary it can be to have your account accessed by someone other than you, and we are sorry you had to experience it. Below, we’ve included links to a couple of Account Security web-pages. They both have tips and tricks to help improve your computer and account security.
Due to our current tool limitations, we are unable to restore missing items, characters, karma, influence or currency (gold, silver, copper), nor can we provide a rollback of the account in whole or in part.

However, we may be able to assist you further with the following issues:
- An unauthorized user of your account used or transferred Gems which you had purchased with real-world money or Gem Cards
- An unauthorized user of your account used your credit card on file to make purchases
- An unauthorized user of your account changed your home world and you are unable to transfer back because the original world is now full

If you need assistance with one of those issues, please reply to your original unauthorized access ticket to let us know.

I get the feeling that I’m being spammed with copy&paste crap. Are there no competent members of the support team? Or maybe some people who actually read my problem…
This is the worst support I’ve ever seen.

It has been nearly a month(25th of Aug) since I submitted a ticket for the missing Collectors edition digital items. PLEASE HELP!!!

My ticket number: 120825-009765

Thank you A-Net staff for all your hard work!

GaileGray.9587:

For those of you awaiting a replacement of Collector’s Edition or Digital Deluxe Edition items, I can tell you that a distribution will be made in what I think is the near future. I do not know a date; I do not know that a date is set. So those marked in a form like “In queue, awaiting resolution” are known to use and we will make sure you get your items when that distribution is made.

The dev team is working on some game changes that will make future distributions unnecessary, so they are holding off on the distribution for a bit.

Thank you for your patience.

Sorry but my patience is at an end! It’s now 27 days since I submitted my ticket and, quite frankly, these “delays” are simply due to your so-called “Support Team” ignoring tickets which has forced players to come onto these forums in an attempt to get some sort of resolution! My support ticket hasn’t received a response since 29th August when I got the following:

The items should appear in your mail (besides the Mistfire Wolf skill, that shows up in your slot skills tab) when you register the collector’s edition. If they have not, please let us know so we can try to solve this issue for you.

So I registered my CE but the items still didn’t get re-issued so I replied stating that I didn’t receive the items after registering my CE but have been ignored by the Support Team ever since!

I guess some-one at NCsoft/ArenaNet decided that if players have already waited weeks for a resolution to their issue(s) then it’s OK to make them wait a few more weeks? When are you going to realise that there’s an ever-growing number of players who are getting very annoyed, frustrated, angry and fed-up with NCsoft/ArenaNet over all these issues that are taking weeks to resolve?

As I’ve said before, this has become the worst customer service experience I’ve ever had! Just to give you an understanding of the scope of that statement, I’ve been playing video games since the late 1980’s and I’ve dealt with a lot of customer service departments over the years, including BioWare, Blizzard, SOE, Trion, EA, FunCom, Turbine along with many others as well as previous support tickets with NCSoft/ArenaNet!

As far as I’m concerned NCSoft/ArenaNet have now got a very long way to go to convince me that they’re a company I can trust again!

120919-001077 (09/18/2012)
120914-000304 (09/13/2012)
120906-010340 (09/06/2012)
120830-015905 (08/30/2012)

Nothing yet and these tickets have been open since kitten I unno FOREVER….. I STILL NEED MY DDE ITEMS! can you please finally get to me. Gaile Gray said he would take care of it by moving my post into some forum thread….Nothing was done about my DDE items after that happened….SO HOW BOUT YOU GIVE ME WHAT I PAID FOR!

BTW all of those tickets are 5 days atleast apart so I dont wanna hear the multiple ticket excuse from you guys….GIVE ME MY STUFF NOW!….this is rediculous you have already dropped the ball on this and have the worst customer service I have personally ever had the displeasure of dealing with in any MMORPG to date.

Been 6 days since I got my account back from being hacked, Lost all my gold and items, I know your cant restore items but I lost 6.5gold, Please if you could restore my gold thanks, Ticket number is 120915-005747