Guild Wars 2

stpetemermaid.5947:

Ticket 120904-001280 First submitted 9/3/12.

(Posting here for my husband spartyfiftyfour.1456)

9/3/12 – Opened ticket. Items bought from Gem Store were not delivered via mail. Requesting either items sent or Gems restored. Gems were puchased with real money, not in-game coin.
9/6/12 – Arenanet email reply by Mitch – Mass Message
9/9/12 – My husband responded to the email that the problem was not fixed.
9/14/12 – Arenanet email reply by Taredia – problem should be fixed in 72 hours.
9/19/12 – Resubmitted ticket. Problem has not been fixed. Also posting here in the forum.

Checked Support Case 9/25 and it states closed. Last reply from Peter on 9/20, stating Gem Store was down for maintenance and may be another 72 hours after it comes back up. Reopened the tickect 9/25, stating that no mail from the Gem Store has been received.

GaileGray.9587:

Grizzly UK.1209:

GaileGray.9587:

Grizzly UK.1209:

GaileGray.9587:

Grizzly UK.1209:

Grizzly UK.1209:

Grizzly UK.1209:

Ticket submitted 25th August, still awaiting solution: 120825-035702

Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.

Still being deafened by the silence from the Guild Wars Support Team. After 21 days I’ve pretty much run out of patience!

I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!

Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!

I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.gw2archive.eu/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):

Grizzly UK.1209:

Grizzly UK.1209:

I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.

Great — we’ll get to that asap.

That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!

Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)

Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)

Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!

Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distribution

Great, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!

Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!

I’ve just found out that another batch of CE/DDE Item distributions took place on Friday 21st, yet I wasn’t included despite your post from last Tuesday (7 days ago) telling me that my ticket was “In queue, awaiting distribution”! Care to explain just what is going on here?

Ticket Number: 120825-035702 STILL AWAITING RESOLUTION

Dear heavens, I’m so sorry! I just sent an email and I believe this will be addressed today. Again, apologies for the delay!

Thank you! I finally received an email to notify me that the items were being re-distributed to my account! Logged in and found the in-game mail with the 3 items waiting for me. Collected the items and immediately placed all 3 items in my bank for safe keeping!

A tiny bit of faith in ArenaNet has been restored!

grandmaster.4586:

Avandis.6219. Thank you for your wonderful and quick reply of something I already did. I also wanted to post it here as well. So, I knew what I was doing and it was intended.

By including your NAME in your forum posts you’ve just made it easier for hackers to put your username and real name together! It’s never wise to include any personal info (name, email, etc) in a forum post, even more so when the forum is viewable without any sort of login!

Ticket number: 120917-004917
Received response from AN, and sent the requested info.
It appears that AN tried to send an email to the email on her account ending with safe-mail (with a -), but entered it as safe.mail (with a .) just fyi, it is safe-mail.
Thanks again.

So, Anet’s been curiously silent on the issue of those who bought a Berserker’s Draconic Armor Box. What’s going to happen to us who were affected by this bug. Also, the automated message was far less then useful as I had already submitted the bug before I opened the support ticket.

Ticket: 120919-001090

ticket 120913-003704

Opened on 13/9.

GaileGray.9587:

Grizzly UK.1209:

GaileGray.9587:

Grizzly UK.1209:

GaileGray.9587:

Grizzly UK.1209:

Grizzly UK.1209:

Grizzly UK.1209:

Ticket submitted 25th August, still awaiting solution: 120825-035702

Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.

Still being deafened by the silence from the Guild Wars Support Team. After 21 days I’ve pretty much run out of patience!

I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!

Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!

I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.gw2archive.eu/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):

Grizzly UK.1209:

Grizzly UK.1209:

I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.

Great — we’ll get to that asap.

That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!

Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)

Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)

Well it’s nice to see someone finally take notice! If I’d known that my ticket had been added to your review list on Sunday then maybe I wouldn’t be quite so annoyed and frustrated! Ah well, I guess any progress is a good thing!

Update — Tuesday, 18 September: Part 1
120825-035702 In queue, awaiting distribution

Great, that’s my ticket, so the next question is, obviously, when will that distribution take place? This week, next week, next month? Please don’t give another “asap” reply either, at least give us somehing that narrows it down more than that!

Honestly? We’re still trying to figure that out. There are changes that may be made so that this doesn’t happen to people in the future. I believe there will be one distribution, but the question is whether to roll that out before the design change is in place, or wait and do the final distribution after the situation is fully resolved. I’m sorry I don’t know more, but it’s actively under discussion!

I’ve just found out that another batch of CE/DDE Item distributions took place on Friday 21st, yet I wasn’t included despite your post from last Tuesday (7 days ago) telling me that my ticket was “In queue, awaiting distribution”! Care to explain just what is going on here?

Ticket Number: 120825-035702 STILL AWAITING RESOLUTION

Dear heavens, I’m so sorry! I just sent an email and I believe this will be addressed today. Again, apologies for the delay!

Hello, I recieved yesterday an e-mail that my DDE/CE items were distributed also last Friday, but I never recieved the items. Am I still on the to-do list for redistribution?
Also I closed that ticket per request of a colleque of you. But the old ticket got answered and new one not. I will post both tickets. I’m a bit a loss now.

old Ticket that was closed, and re-opened by CS (title: DDE/CE solved) (wich is not the case): 120905-004239
New ticket 120924-001744.

Can someone shed some light at my issue?
Kind regards,
Sukeena.3506
Ticket

DDE/CE Resolved 9/21/2012 [Incident: 120826-006190]

Got a reply with this as subject yesterday a short while after I posted here. However the answer I got had no relation to my problem. I ofcourse reply, saying they must have misunderstood and restated my problem but did not get a reply yet.

Is it that unrealistic for me to expect someone from support to at least read my ticket and get back to me with a response relevant to my issue after a month of waiting ? Yes, I have been waiting since launch.

I am quite displeased with Arenanet’s support …

Hi Gaile,

I want to ask yourself to look into this as seems on a loop system as still going round and round wih no answer.

Again given a window and the Blt stated unauthourised .could not even get to the gem purchase . to-day yes it was open and …Failed agin and supposed to have a window.

As its going back to the very first post/incident I made and looping itself asking same questions yet its all on updtaed emails returned .as if not reading downward to previous emails

Yes now its trying to discourage myself from buying although purchased before will you please read the incident and look at all replies as something is far wrong when its just going back to start then re looping itself,, Pre Pay cannot be set up as A Recurring Transaction as it can only be as one of payments by Ncsoft

credit card purchase [Incident: 120912-002924]

Could someone please take care of my link account issue? Ticket no : [Incident: 120915-004544].

I posted this in the Collector’s Ed/DDE Item Questions thread (twice), but since that one seems to recieve no official reply, I`ll try to repost it here.

I got a reply on my ticket yesterday, claiming that they replaced my accidently deleted items (mini, chalice, tome) on friday. It is not true! I haven`t gotten any mail. I`ve been waiting for a replacement since the first day of headstart. I didn`t mind to wait in the beginning, but now I`m starting to become more and more dissappointed with each day passing by and not getting a decent and topic related answer from the support team.

Original ticket: 120825-010443 Closed by me when told to wait for a fix 08/25/2012
Second ticket: 120914-002059 Updated 09/14/2012

There are many of us with this problem (getting a reply claiming we got our items replaced while in fact this never happened)

What is going on?

EDIT: 120914-002059 got solved this morning. Got my CE items resent. Thank you.

GaileGray.9587:

Ghost.1358:

If players get hacked and lose a month’s work )or more as the game ages) only to be told “tough luck” what percentage of those players will be willing to start all over?

120921-002963

First, please remember, the ARS (Account Restoration Service) is coming quite soon. I do not think there will be situations such as you describe.

Secondly, your ticket should be answered soon. If you have not heard by later tomorrow, kindly post again.

Thank you for the update on my ticket.

It being called a service is even more troubling. Does this mean if the TP lags out and crashes again and people lose items or gold again players are going to have to pay a micro-transaction to have things restored?

Good morning. Heard back on ticket #120829-012492 but since I responded to the question, I have not heard anything further. Looking for an update please.

Thanks very much!

120921-002963

Got a response finally. Unfortunately whoever answered it clearly didn’t even read what my issue was and simply assumed I got hacked. I was quite clear the issue was a result of the 9/19 TP crash.

Yay, back into the ticket queue blackhole. I wonder if they intentional misread issues just to close out tickets.

120911-004939

I received a response back on one of the issues in my ticket on 17th. I replied to it as not everything is resolved. I asked a question regarding what was sent to me on one of the issues.

I also haven’t heard back on the second issue in my ticket and that’s the fact that as a guild leader I do not have rights to my own guild. I have had this guild for almost a month I have yet to be able to do anything with it because of this.

Need DDE Items Back…
120914-000304
Closed
09/13/2012

Still haven’t recieved my DDE items
120906-010340
Closed
09/06/2012

I have deleted my Digital Deluxe items
120830-015905
Closed
08/30/2012

I posted those tickets more than 5 days ago in this thread as well..I was told this would be taken care of…yet I still have not recieved my DDE items…At this point I figure I will never recieve my items I paid for…Respond to me on the status of my DDE items…I am sick of logging into all 8 of my classes and still no email everyday…Also I have spent more money on this game than the average player, I should have priority over these others especially since i put my tickets in before some of these people I have spent close if not more than 300 Dollars on this game (i have also purchased 2 standard additions along with my DDE and about 150$’s in gem shop) I should have priority over these people…CAN I PLEASE RECIEVE WHAT I PAID FOR FINALLY?! ehhh whatever you guys wont even respond and I will never recieve my DDE items…

PS I will not go away until DDE items are mine…BTW get a effin phone number you cheap kittens…

Ticket submitted a month ago. 120826-002212

Please check 120915-004544 . There is clearly something wrong, diagnosis is not correct.

Ticket #: 120918-003049

Submitted on 9/18, replied on 9/26 (8 days).

The issue at hand is when I linked my GW1 account (accountname@plaync) to my GW2 account, the Link Account page decided to create a 2nd GW2 account and link my GW1 account to that …

My ticket was in hopes to get that Link Account bug fixed, and my account corrected.

I have been waiting for another copy of the digital deluxe edition tome of influence, which did notgive any influence. I have waited more than a week and have had no reply whatsoever.

Ticket number: 120919-000303

Details included in the ticket.

Greetings,

For the last week or so I have been having issues logging in. I did everything in my power to look up ways to solve the issue to no avail. There was sections of people having the same issue I am having and they have either not been able to fix the problem, or the fix worked right away.

The problem is I cant log-in . I get Error Code: 42:0:9001:3928 . The issue according to the online sources say it has something to do with allowances dealing with virus software, or directly with the firewall. I have set allowances, turned off virus software and also killed the firewall and nothing is solving the problem. I think it might have something to do with a windows update but I don’t know much about this so I have no idea.

I would appreciate any help I can get as I have been unable thusfar to address the problem and have already submitted 1 ticket that was closed without actually saying anything aside from linking me to the area I found myself that tells how to fix the issue… I have now opened another ticket and hope someone actually takes the time to read it and respond accordingly – and not just blow me off with some BS links to stuff that I already know isn’t helping me.

This will be my last attempt to solve the problem, If something doesn’t give I’ll be moving onto another game that might care enough to have help services that actually help. I have been posting my experience day by day on a website for friends/others to see so they can decide for if its worth going through all this non-sense. I hope this time someone actually takes the time to read the ticket.

Thanks again,

(Edited to add ticket number: 120926-005208)

After a recent transaction of turning Gems > Gold (and loosing both in the process) I submitted a ticket to seek a resolution. 8 Days later I receive a response. It was fairly obvious that this was a generic canned response, blatant that they had not even bothered to read my initial ticket.

I’m more than disappointed with this response. This is the second time this has happened to me now. Presumably I’m going to have to wait another 8 days before someone actually bothers to read my initial ticket.

Not happy.

I’ve been about as patient as possible with support so far.

I opened my ticket [Incident: 120828-006042] on the 28th of August with the title “Cannot use GW2 CE key” as I was receiving an error message stating I had already applied the key to my account.

I never received my CE items or the Mistfire Wolf skill but I am still able to play the game so I know that some sort of serial code must have been applied.

I updated the ticket after reading about others having trouble with their items/skill and asked for the items to be sent.

The only responses from Arenanet were copy pasted ones which did not help with the problem I was and still am experiencing.

The ticket was then closed by support despite not having been resolved on the 11th of September.

I re-opened the ticket and asked again for my items to be sent and the skill to be activated.

On the 20th of September the ticket had somehow made its way to NCsoft support, this where I received my first human response from what I can only imagine must have been an extremely puzzled man who then put me back into the GW2 support system. This same person also helpfully changed my ticket to title to the slightly inaccurate “Deleted CE/DD items”.

I updated the ticket thanking him for changing the title and waited patiently for a response.

Which brings us to today, where I logged into support intending to update the ticket as I had not been sent the items only to find that someone else from support had changed my ticket’s title to “Serial Code Issue – NOT A CE/DDE Item Deletion Issue”. They did not even bother to send me a message about the change, and I believe this may have been why I was not on the list for being sent the items on Friday.

What I would like is for an actual person to read over the ticket and give me some sort of human response. The ticket has been open for almost a month now and as far as I can tell only one person has actually bothered to read it and they were not in a position to help me.

Morning Gaile,

Can you please review ticket [120922-003259] ? It’s now 6 days old and there hasn’t been a reply yet. This morning I got an email that there actually was a reply, but there isn’t any in the ticket, thus I noted that down.

Anyhow, please give it a double check. =)

Thanks in advance.

Hi, could someone have a look at 120924-000091?

Something must have fallen through the cracks, since it’s been 5 days tonight and it’s quite a simple issue.

Appreciate it

Well, this issue has been open since 8/28, with no response since 9/13 when they just closed my ticket without saying anything. Now support is ignoring me.

Guild Name: Discordia Gaming Community [DGC]
Influence Lost: 2,000
Upgrades lost: Economy Level 1, Politics Level 1, Architecture Level 1 (We’ve since re-earned those, but that brings the influence lost total to 3,500)
Additional info: This influence was lost on the final day of headstart.

*120828-018645*

Hi there again,

Can we revisit Incident: 120915-001298 please?

I received a reply on 9/24 with an update, thank you. However I received another replay on 9/25 stating that the issue is closed and that I received an in-game mail on 9/21 that resolved the issue.

2 problems: #1 I never received that in game mail which leads to #2 This issue never should have been closed as I am still having the problem.

Once again I appreciate your attention.

I am totally confused. I have been unable to buy gems from the trading post, I get a “Card approval failed” error message.
I have been told by CS that a CC or Debit Card can only be associated with a total of five NCSoft accounts, mine is associated with three. However the last message says that my card is assocated with five accounts, and I have been attempting to link a sixth account with my Debit Card. I have six Guild Wars accounts but that is not the point, there are only three NCSoft accounts. I asked for the particulars on the other two accounts but have not gotten an answer since 25 September. I don’t get it, every time I turn around I am being told something different. And yes, I do have a pay-pal account, it has been used twice in six years. I don’t trust pay-pal with my money.
Case number: 120912-006875

Gaile, would you be so kind as to tell me the truth, please.

Hi,

I have an open hacked account case: Incident: 120916-002529, first reported 16th Sept.

It was forwarded to a Tier 1 support member at the 21st, but since then I’ve heard nothing.

Hi, at 06 sep. I opened ticket number 120906-007127 and after three weaks ticket was closed without any answer or resolve =(

Tome of Influence issue, ticket opened 08/26/2012 07:15 AM, ticket number 120826-008185. The only reply I’ve received since was template with ‘I apologize for any delay in responding’ on 11th September and again nothing since…

Hello,
Any news about Incident:120825-002870? It has been over 3 weeks since this ticket has been responded to.

Thanks!

Hello..so my account was kind off restored as in i can log into it on site and here on forums..
But i cannot play, the button is greyed out..?
Is this normal or am i doing something wrong? o.O
my ticket number was 120926-004847 if that helps anyhow?

sorry for repost, this got fixed..but my gear is all lost..no money for traits or repair, can i have it all back please?

GaileGray.9587:

If you want help, provide your 12-digit ticket number and we can remove this. If you’re here merely to rant, that’s really not productive and I’ll ask you to reconsider.

There is a thread in this very forum intended to address long-term (5+ days) so I’ll move this there.

I’m not here to rant, I don’t rant. I was merely sharing my experiences. That being said, here is my Ticket # : 120922-003023

This was actually posted in the “Gem Store Questions/Issues [merged]” Thread, Clearly that was not the right place.

-Klem

Thank You, I did not think that it is necessary to answer to this, sorry
And before I see Your post, I create other ticket, sorry again

Gaile—
Sorry to keep bothering you.
120901-001721
My ticket keeps getting listed as resolved and it has not been.
The problem was getting anet to send the email to start the validation process.
The last request from support was to create another email account specifically and solely for gw2 (even though previous email was already created and used solely for gw1/gw2 linked account).
I replied with a new account, even though problem is not on my end (same laptop, same dsl provider, same email provider as main account, the main account is receiving the emails from the validaiton process— the emails are not blocked and are promptly received—- again same email provider, same everything).
****
Now, I can’t log in to that account at all— under either email address.
*
When I checked the support tkt, the topic had been changed to ce/dde problem (no longer email verification problem) and there was generic email about the ce/dde bonuses being sent out).

Also, I cannot log in to the forums on the alt account that they requested I get a new email for— again, tried both old and newly created email.

So where I could log in and play before, but without the validation security, now I can’t play at all on that account now.

—I checked the new email account they requested I create and there are no emails for me to register under new email.
—No other instructions have been posted in support, topic for tkt has been changed…

Please help, this is related to this original tkt that has been changed on your end.
Do I need to open yet another tkt for losing login access on this ce account?

I have replied, asking what happened to my tkt, but I thought you should know the problems people are having with the support team.

Just because you are told the issue has been resolved, it isn’t always the case.
In my case alone, it’s been “resolved” several times already, when it actuality, it’s been worsened— I can’t even play the game on that account now.
In fact, I have spent all my game time this evening creating a new email account and answering unhelpful replies on my support tkts.

Oh yeah,
120914-000042 is still open
120916-003964 is still open

Thank you again, Gaile. I’m sure this is not how you want things handled.

GaileGray.9587:

Update: 27 September 2012

…snip…
120912-006875 Under review by team lead
…snip…

Thank you.

GaileGray.9587:

Update: 27 September 2012
…
120906-007127 We’ve reviewed this; could you mail box be full? Please clear it and the item mail should appear; update your ticket if that does not happen.
…

Grab it Thank You very much!))