Guild Wars 2

In todays game status update I can read the following:

“Our customer support team is prioritizing hacked accounts and other blocking login issues over other types of support requests. We’re currently responding to prioritized support tickets within 48 hours, and will soon be responding within 24 hours.”

Tomorrow morning my account has been permanently banned for a week and still I have got no response to my ticket 120905-006226.

Please, please help

Seconded, this is now getting silly. Posts are merged into the large threads and still nothing is done. I’d appreciate a mod response as to why this is happening though shan’t hold my breath.

yea dont hold ur breath dude they had time this morning to mark my 2nd ticket as a duplicate but not fix the fact the hacker change the email on my friends account on the first ticket… lol

7 days pft today is day 11, good luck to you man

I’ve had no such email (or any other), nor has anything changed in my support account

And nothing’s going to my spam folder, etc, I’ve been checking several times daily.

My ticket status is on “updated” and I didn’t get no such email about the support asking me if the problem still persists!

I’m exactly the same, passion.

I will present € 10,000 to pay assistants for 1 month, but do something. At this point do you charge players a monthly fee, at least they could expect a decent service.

So how many days of having an opened ticket before an e-mail to get back into queue?

And when was this e-mail sent out? Today? Yesterday?

Over 100 hrs here (going on 5 days tonight), not sure if I’m considered an “older ticket or newer” at this point.

Ticket # 120906-004893 updated is the status

Thanks (posted thru wife’s account)

No such email received, ticket submitted on 08/25/2012 03:45 PM, response received on 08/25/2012 04:19 PM, I updated with further info/questions on 08/25/2012 06:57 PM, second response received on 08/29/2012 03:13 AM, I updated again with more info on 08/29/2012 04:52 PM, I updated again on 08/30/2012 08:52 PM, then again on 09/08/2012 08:48 PM and yet again on 09/10/2012 04:37 PM! That last update was simply because the ticket’s Status had changed to “Close” but no response from GW2 Support as to why it had been closed!

I have not received an email asking if I still need help, the last email I received from GW2 Support was the response from 08/29/2012 03:13 AM. Seems to me something may not be working correctly.

Huray! Just got a response to my ticket and account is no longer banned

A long wait is finally over, thanks!

Still no emails for me, Gaile and I would really, really appreciate a response to this. Thanks.

120905-001299

GaileGray.9587:

Grizzly UK.1209:

No such email received, ticket submitted on 08/25/2012 03:45 PM, response received on 08/25/2012 04:19 PM, I updated with further info/questions on 08/25/2012 06:57 PM, second response received on 08/29/2012 03:13 AM, I updated again with more info on 08/29/2012 04:52 PM, I updated again on 08/30/2012 08:52 PM, then again on 09/08/2012 08:48 PM and yet again on 09/10/2012 04:37 PM! That last update was simply because the ticket’s Status had changed to “Close” but no response from GW2 Support as to why it had been closed!

I have not received an email asking if I still need help, the last email I received from GW2 Support was the response from 08/29/2012 03:13 AM. Seems to me something may not be working correctly.

I am puzzled. May I have your ticket number?

I’ve had my email client open since I read your post 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.

fortunae.4169:

Still no emails for me, Gaile and I would really, really appreciate a response to this. Thanks.

120905-001299

Same here.

GaileGray.9587:

acealucard.9368:

7 days pft today is day 11, good luck to you man

You definitely should have received an email today. Can you tell me if you did get one? (Check spam, junk, etc., if you don’t see it.) The sender is Guild Wars 2 Support.

Hi Gaile,

My ticket is about 125 hours old and I have yet to receive a reponse, email or anything.
Could you look into it?

My issue is about a permabanned account that changed to terminated yesterday.

7 days tomorrow…

120904-007184

Hope it gets sorted out soon.

Gale i recieved no emails today i checked spam junk inbox important everything thing lol, i sent you a pm but you didnt respond ,

Is there a reason people that are banned are getting faster response times than the people that actually have account issues? -.-

nightguy.8354:

Is there a reason people that are banned are getting faster response times than the people that actually have account issues? -.-

Being banned IS an account issue because the large majority of these bannings are from compromised accounts. ANet has said that those with blocked/hacked accounts will have priority at the moment.

Honestly though, the ticket system itself boggles my mind. It’s disheartening to see users with tickets created back in August still not helped yet someone with a ticket from over the weekend was helped. That’s great, people are being helped, but prioritization seems… iffy.

Good thing they opened the forums, too… could anyone imagine this fiasco if all we had were emails from Lance and no ticket submission confirmations?

Although with Gaile being here on the forums, that certainly seems like it’s helping out everyone. Keep it up.

Finally got my account restored after 7 days, so happy right now. None of my characters where deleted, but my one gold was gone which is just kind of sad, kept me from playing for a week for one gold. Anyways, Xionaque is now my favorite support team member.

on day 7 for me as well. I have even sent multiple emails. All i need is my account unbanned. however I dont even know I want to play at all anymore with everyone I know so far ahead now…..guess I’ll just get a refund and talk to my bank
ticket number 120906-003031

GaileGray.9587:

acealucard.9368:

7 days pft today is day 11, good luck to you man

You definitely should have received an email today. Can you tell me if you did get one? (Check spam, junk, etc., if you don’t see it.) The sender is Guild Wars 2 Support.

I also didnt get an email
(ticket created 9/04/2012
120904-002404
It also looks like they changed the subject of the ticket from ‘Hacked account’ to ‘Access restored’ do im more than likely not even in line for a response.