Guild Wars 2

Beloved moderators,

In an attempt to not make a “frivolous” post which will probably be deleted without notice I kindly request information and an official statement about the clear rollback that took place today on the GW2 servers. In case it hasn’t been brought to your attention, people experienced a loss of items/levels/time and as a paying customer I feel like I am entitled to an explanation.

Sincerely,
Angry asura.

Piriel your not a paying costemer none of us are, as we are not paying to play but buying stuff ingame.
but as i cant log in i cant see if it has happened for me to and furter help getting more attention to the problem your haveing

I wasn’t aware the game was completely free now. When can we expect the refund on our initial purchase of the game?

If a zone server crashes, you sometimes lose progress, this has happened to me several times in hirathi hinterlands a few weeks ago. They fixed whatever the bug was and I haven’t had it happen there since.

Its not something they did intentionally, but the result of a server failure.

Korsbaek.9803:

Piriel your not a paying costemer none of us are, as we are not paying to play but buying stuff ingame.
but as i cant log in i cant see if it has happened for me to and furter help getting more attention to the problem your haveing

First off, customer*, further*, having* Mr. President.

And actually, we are paying customers. We paid $60 for a game with the expectation we would be able to progress, and rollbacks completely hinder that thought. As someone who just got home from work hoping to progress a little before I went to sleep, I was very disappointed when I logged in this morning to find the tokens I had earned not in my inventory.

Replacing items in inventory like this isn’t difficult. Blizzard customer service does this on a daily basis.

I had all my tokens from a Twilight Arbor run removed after the rollback and couldn’t afford my item. This is the second time I haven’t received tokens from a dungeon because of something beyond my control. Is it possible to refund any of the tokens?

I’ve lost two vials, 1.5 gold, and many crafting mats due to FOTM continuing to run long after the other servers shut down yet not persisting into this morning. At the very least, we should have all been disconnected much earlier.

I appreciate ArenaNet’s business model, but this does not absolve them of criticism when it comes to issues like this that you don’t typically see in AAA titles. GW2 is a game that I want to see to succeed. Giving them a pass on very frustrating issues like this does them absolutely no favors. The best approach is to be forward about how this makes you feel as a customer, recommend potential resolutions (heavy invsetment and low investment suggestions are great to give them a better swath of ideas) and not whining.

the response i get from support:

“Thank you for your patience while we investigated this matter. We regret the situation that you wrote about and would like to give you a few details: There was a brief outage with the login server that affected a few of our other servers. As a result, some players may have experienced a minor loss of some character progression. The dev team has taken a look at the issue, and they confirm that the conditions that caused this situation were very rare and that they do not anticipate that such a thing will happen again. They also confirm that due to the nature of the outage, we will be unable to restore any progression or items lost as a result of the issue. I am very sorry for any inconvenience this may have caused you.”

Wukunlin.8461:

the response i get from support:

“Thank you for your patience while we investigated this matter. We regret the situation that you wrote about and would like to give you a few details: There was a brief outage with the login server that affected a few of our other servers. As a result, some players may have experienced a minor loss of some character progression. The dev team has taken a look at the issue, and they confirm that the conditions that caused this situation were very rare and that they do not anticipate that such a thing will happen again. They also confirm that due to the nature of the outage, we will be unable to restore any progression or items lost as a result of the issue. I am very sorry for any inconvenience this may have caused you.”

So we took the time to run the dungeons to earn our tokens, but they can’t take the time to refund those of us that got screwed? I’m sure in the time it took me to run TA path 2, they could get everyone their tokens back…

What I do not understand is why there is no back up made of game play. For some reason to have the server burp and there not be a point at that time where there is a copy of it; makes no sense, especially if it is a significant amount of time involved.

I can see if it were only a few moments up to a quarter of an hour or so, but to be able to complete something and have the game award you an achievement along with appropriate rewards then have that removed, makes no sense.

Hello,

If there is an issue you want to discuss, please send a ticket to our customer support team, and your issue will be looked into.

As this thread is not about a current in-game bugs, it is now locked.

Thank you.