Guild Wars 2

TY i got back into my acc and it only took you 30 mins to reply to me
that was really fast so ty ^^
ty tadeo and andonis

Came in here expecting sarcasm.

I was happily wrong.

Jinxer.8745:

TY i got back into my acc and it only took you 30 mins to reply to me
that was really fast so ty ^^
ty tadeo and andonis

+1

I’ll add my voice to this as well. I’ve been a harsh critic of some aspects of this game, and most especially of certain decisions made that were a complete turnaround from the game that was marketed for years. That said, this is my 4th MMO, and I’ve never dealt with a better or more responsive customer support group than the one Anet has.

Indeed, for most games, tickets can take up to weeks being processed. The few I’ve sent in have maybe been a week tops and the long ones were due to a heavy load of tickets (such as the recent refund requests).

They were concise and professional. Makes me want to send thank you notes to every GM that does support.

While I have not have very good experiences with them myself, I am glad you have, and hope the majority of people do.

Well me and my friends have had opposite experience we love the game buts hes trying to come back into possession of his account and hes been sending multiple emails over the past 3 days with very limited replies and no visual results. what did you do to get support within 30 minutes?

Support has been flooded with tickets related to the massive game update last week. Some issues are easier to solve than others, and a hacked account is definitely a complex one, especially if more than one person claims he is the rightful owner. Sometimes it’s possible to resolve an issue quickly, sometimes not.

The problem is his account wasnt hacked just the old email was no longer available to verify ip adress. He actually figured out how to resolve it himself however his account is now locked :/ but hopefully it will get resolved soon

OK thank you he gave his serial code and plenty of evidence about his account in a reply email and havent heard from them since. Hopefully we will be hearing a reply soon from arenanet thank you guys for an awesome game

Is there anything we can do to speed up the process of getting this handled faster? Or are we just in the phase of waiting for a reply now?

I haven’t had a reply yet and it’s been 2 days. Now I understand as was stated in another post that recently you’ve had a LOT of tickets ever since the April 15 update, but I would like a little response, even just a “We’re looking into your account” so I’ll know that someone’s reviewing my account and know that I may recover what I lost from the hack. Right now I can’t play because 1) I don’t have the gear to do dungeons and 2) what I gain may be lost when my account is recovered. Anyways, I still have the one ticket, 560308:Compromised account, and I do hope I get a response soon. Many thanks.

wulfheart.8206:

I haven’t had a reply yet and it’s been 2 days. Now I understand as was stated in another post that recently you’ve had a LOT of tickets ever since the April 15 update, but I would like a little response, even just a “We’re looking into your account” so I’ll know that someone’s reviewing my account and know that I may recover what I lost from the hack. Right now I can’t play because 1) I don’t have the gear to do dungeons and 2) what I gain may be lost when my account is recovered. Anyways, I still have the one ticket, 560308:Compromised account, and I do hope I get a response soon. Many thanks.

If you did not get a nearly immediate response (automated) email when you submitted your ticket, there is something up with your email communications with support. Check your junk mail.

I got an automated response and was given advice to change my password. I did that, but I replied again asking if it’s possible to have my items restored. I lost more than a year’s worth of items, mats and currencies and I don’t have the pleasure of being able to play 24/7. I love the game and would be playing it for years to come, but it’s a real bummer to lose everything because other people like to just take advantage of what others earn through hard work.

What’s disconcerting is the apparent increase today in accounts being hacked.. mine was attempted earlier.. luckily I was still logged into my account via the forum after logging out of the game so the person from a Chinese location must of been having difficulty cracking my account.. a quick disconnect of their network authorization and a change of passwords etc seems to have halted them.. for now.

What I want to hear is that ANET are getting this issue sorted.. your Megaserver shambles has seen an abundance of “Hace a nice Day” goldspammers coming out of the woodwork and strange password change authentication emails.. someone is getting into our info somewhere and its pretty disconcerting to be honest!.