Support Tickets for Mac Useless

Support Tickets for Mac Useless

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Posted by: Aigisthos.3059

Aigisthos.3059

We are always told on the Mac forums that the best way to get a response is to contact support. Out of the 12 tickets I have had to create since launch for various reasons almost every single response has been 1.) Go post of the Mac client forums, 2.) This client is in beta so we cannot help you, and 3.) Buy Windows and play on Bootcamp.

It has become apparent to me from my experience thus far that this game is not supported on the Mac and this so called “beta” is not being developed into a full-fledged client anytime soon.

If someone from ANet wants to prove me wrong and show us that you want our business then by all means, explain the situation you have drug us through since last October. Until then, you have lost my business. I’m tired of supporting a company that does not support me.

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Posted by: Kyllaa.1385

Kyllaa.1385

Very understandable. The level of Mac support is a bit frustrating. We even had a Mac user given instructions on how to run game advisor for windows… Duh!

Most of us would love to see some genuine support. As appreciative as I am of Ashley and her keeping tabs on this forum, it’s not Anet fully supporting us or even making progress toward a permanent client. I’m a really happy to know that one of our awesome tech support staff (Ashley) is actually reading this forum again and helping us get some support…it would just be really nice to see the rest of the company on board and backing her up. Thank you for that again Ashley!

But I understand how you feel aigisthos, really hoping to hear some news soon.

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Posted by: JustTrogdor.7892

JustTrogdor.7892

Perhaps someone needs to figure out a way to get in touch with Mike. If you Google “Guild Wars 2 for Mac” ,which I did when looking into buying GW2 the first result features this on the page:

Today we’re happy to announce another major milestone in the development of Guild Wars 2: going forward, ArenaNet will also be supporting the game on Apple’s Mac OS X. The Mac Beta client is available immediately for all Guild Wars 2 players. It shares the same features and connects to the same live game servers as the PC client. Anyone who purchases Guild Wars 2 can now play it on both PC and Mac.

Bringing Guild Wars 2 to the Mac is huge for us, because it introduces the game to an entire group of players who are often ignored by game developers. The ability to play together with your friends is one of the underlying principles of Guild Wars 2, and providing a Mac client means that friends and guildmates can play together regardless of what operating system they favor.

On top of it all, ArenaNet staffers are big fans of Macs. We offer them as part of our employee laptop subsidy program, and our president Mike O’Brien is rarely seen without his Mac laptop. We’re as excited as anyone to play Guild Wars 2 on OS X.

And further down the page:

Performance and system requirements aren’t finalized. Review the beta hardware specification, and understand that your overall experience will be better when we release the final version.

I’ve read it very carefully and the wording of this appears to be an obvious attempt to lure in Mac only customers. I’ve bolded the points I believe are doing so.

Now I don’t want to get into the whole, at least they made a Mac client deal. I don’t want to get into the whole it’s a Cider wrapper deal. I don’t want to get into the whole it’s Beta deal. I don’t want to get into the whole at least 99% of it works deal. I don’t want to get into the whole we are a small part of the customer base deal.

My issue is exactly that as customers any type of (acknowledgment) that the client is or isn’t being worked on would at least benefit the Mac customers who seem confused because the only support they get is from other customers. I still find it laughable that the only time I have seen anyone from Anet say that a problem is being worked on is the problem that won’t allow Mac users to give Anet more money. They jumped on that rather quickly. However it still isn’t fixed and aside from the disappointment of Mac user not being able to purchase a few new items, I think it’s a good thing.

Although I would rather not see this, at this point I’d be content if they simply stated that there is no development or work being done at this time and not to expect any until further notice. Make it a great big sticky at the top of this forum and change the name of the forum to Mac User Supporting Mac users. Change the information on the pages related to the Mac client so potential customers will know this before buying.

If they did this it would at least be better than leaving things up in the air and keeping customers guessing about what is going on. Right now the way they are handling this is just shady. It isn’t the fact that the game works aside from some smaller glitches it is fact that several members have been working hard to get some answers and the only response is to close a few helpful threads without explanation and to say we know you want to give us more money and we are working on it. In the mean time feel free to go out of your way if you still really want to give us more money.

I’ve got my $60 worth but what makes me unhappy is complete lack of respect for Mac users, no matter how small the customer base, that have given them money. Give them an honest answer as to the status of the Mac client and I won’t feel the need to express my discontent.

Thank you Kyllaa and FlamingFoxx for being so helpful and taking the time to help other Mac users. You two are really the only support Mac customers receive.

The Burninator

(edited by JustTrogdor.7892)

Support Tickets for Mac Useless

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Posted by: Kyllaa.1385

Kyllaa.1385

I absolutely agree Trog. A straight forward answer about the current status or “near” future updates would be fantastic. I’d truly love to know where we stand.

I won’t be ungrateful for the support Ashley is trying to give, just remember, a staff member is reading this finally.

Better than the support elsewhere, yesterday or so, I saw Jeremiah Lee (may have misspelled) give the pc-ers a set of instructions to clear the gw2 cache on windows to try and help repair a wonky tp…so I casually asked “How could we do this on Mac?” he said in a few more words, “submit a ticket.” most Mac users’ questions are just ignored there.

Please, update us on the status of the Mac client!!!! Is it going anywhere? Should we expect any updates or bug fixes any time soon? Will there ever be anything other than this beta client (native client)? Anything? Will the mac client start receiving regular support again?

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Posted by: FlamingFoxx.1305

FlamingFoxx.1305

I absolutely agree Trog. A straight forward answer about the current status or “near” future updates would be fantastic. I’d truly love to know where we stand.

I won’t be ungrateful for the support Ashley is trying to give, just remember, a staff member is reading this finally.

Better than the support elsewhere, yesterday or so, I saw Jeremiah Lee (may have misspelled) give the pc-ers a set of instructions to clear the gw2 cache on windows to try and help repair a wonky tp…so I casually asked “How could we do this on Mac?” he said in a few more words, “submit a ticket.” most Mac users’ questions are just ignored there.

Please, update us on the status of the Mac client!!!! Is it going anywhere? Should we expect any updates or bug fixes any time soon? Will there ever be anything other than this beta client (native client)? Anything? Will the mac client start receiving regular support again?

Where was the cache? If you gave me the windows instructions I could possibly figure out how to do it on OSX? It wasn’t the .tmp or .log was it?

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Posted by: Kyllaa.1385

Kyllaa.1385

It was under a temp folder something just gw2cache. I’ll look to see if I could find the post, shouldn’t be too hard to find. I don’t remember if I saw it the other day in my playings around in my folders looking or it.

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Posted by: Kyllaa.1385

Kyllaa.1385

Ah, found it rather quickly. Here is the post describing the windows (I was being lazy while poking around my file folders and didn’t reopen this post), however, they describe using search to find the temp folder, but another person described the location… Bugger, I’ll post the link to the thread after this:

“Hi. There are many factors that can cause problems with the Trading Post and/or Gem Store. In order to diagnose your specific problem, we’ll need you to submit a customer support ticket, please. Also, please include any relevant information, such as your operating system, your PC specs, and firewall info.
We’re sorry that you’re experiencing this issue and hope we can help you.
Before you submit your ticket, you can try clearing your cache. To do this, you will want to close GW2 and:
1. Click the Windows start button.
2. Search for temp
3. Find any gw2cache folders and delete them.
Relaunch the game.
I hope this fixes it for you, but if it doesn’t, please follow my initial instructions.”

Here:

https://forum-en.gw2archive.eu/forum/support/bugs/Trading-Post-issues-3/first#post2233594

Lol, without being too incompetent, I got them now ;p

Edit:just found the file referenced on my bootcamp partition. Not sure how that will equate on the Mac, but going to have a go now.

(edited by Kyllaa.1385)

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Posted by: FlamingFoxx.1305

FlamingFoxx.1305

Ah, found it rather quickly. Here is the post describing the windows (I was being lazy while poking around my file folders and didn’t reopen this post), however, they describe using search to find the temp folder, but another person described the location… Bugger, I’ll post the link to the thread after this:

“Hi. There are many factors that can cause problems with the Trading Post and/or Gem Store. In order to diagnose your specific problem, we’ll need you to submit a customer support ticket, please. Also, please include any relevant information, such as your operating system, your PC specs, and firewall info.
We’re sorry that you’re experiencing this issue and hope we can help you.
Before you submit your ticket, you can try clearing your cache. To do this, you will want to close GW2 and:
1. Click the Windows start button.
2. Search for temp
3. Find any gw2cache folders and delete them.
Relaunch the game.
I hope this fixes it for you, but if it doesn’t, please follow my initial instructions.”

Here:

https://forum-en.gw2archive.eu/forum/support/bugs/Trading-Post-issues-3/first#post2233594

Lol, without being too incompetent, I got them now ;p

Edit:just found the file referenced on my bootcamp partition. Not sure how that will equate on the Mac, but going to have a go now.

Hrmmm. Technically the cider wrapper creates windows folders inside the Application Support folder to emulate windows and allow the program to run. So the cache would be in there. Unless there is a separate cache handled by OSX, in which case peoples best bet would be to download a program like Onyx and use it to clear out temporary files and the system caches etc. But even then I don’t think that would have much of an effect.
It seems like if this was the same issue as it is on Windows then deleting the Guild Wars 2 folder in Application Support and forcing it to rebuild it should fix the problem.

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Posted by: Kyllaa.1385

Kyllaa.1385

Yeah, it would seem, but there is nothing quite like it in there, or anywhere else i could find on my hard drive. But I did find a gw2.tmp within the application contents folder for gw2. I wonder if this is similar or not. This is where the 17gb dat file is, the crash.dmp, and gw2.log are located, it is 0bytes in size though. Still no temp cache or anything like it otherwise. Nor do we seem to run awesomium, but there is note of awesomium in the config file.

Really not sure, I’m hoping our standard gw2 folder is the only one we ever have to worry about (until we get that native client lol… Maybe…someday), and all these extraneous windows folders/files are just that… Extraneous.

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Posted by: FlamingFoxx.1305

FlamingFoxx.1305

Yeah, it would seem, but there is nothing quite like it in there, or anywhere else i could find on my hard drive. But I did find a gw2.tmp within the application contents folder for gw2. I wonder if this is similar or not. This is where the 17gb dat file is, the crash.dmp, and gw2.log are located, it is 0bytes in size though. Still no temp cache or anything like it otherwise. Nor do we seem to run awesomium, but there is note of awesomium in the config file.

Really not sure, I’m hoping our standard gw2 folder is the only one we ever have to worry about (until we get that native client lol… Maybe…someday), and all these extraneous windows folders/files are just that… Extraneous.

I know that there was a similarish issue experienced by Wine users and editing the registry and adding an awesomium key value was able to fix the issue. But I would have to do some serious playing around and swap files between Wine and the GW2 client to see if it’s possible to edit the registry values that cider uses. I know there is a file which should have the registry values, but I’m not entirely sue it’s recognisable by windows :S.
I can try having a look, but it will have to be the day after tomorrow since I have an exam tomorrow >.>

Edit – Nevermind, had a play around. Too confusing for someone of my skill level xD.

(edited by FlamingFoxx.1305)