Guild Wars 2

AndroidClone.1706:

Saske.8426:

ticket:121112-002293 .created 11/12/2012 still no responce

I think it usually takes them 3-5 days to respond. However, there are some cases when they respond quicker to tickets.

Great! So I am going to miss the Lost Shore event due to there screw up. Pathethic

bluerebelmedia.9514:

My account was banned and I’ve been accused of using a stolen credit card to buy a fraudulent copy of the game.

- Ticket submitted November 11th.
- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Sent PDF copy of the confirmation from the bank that I was charged through my support ticket.

No response since they said I was using a stolen credit card on 11/11. It’s now November 14th, I’ve updated my ticket multiple times with helpful and useful information proving my innocence of the crimes (literally) Anet is accusing me of and proving they have my money.

At this point Anet has committed a fraud by taking my money and not delivering the product. I’d like the situation rectified as soon as possible and expect an apology for being accused of criminal actions when there was none, and being forced to wait days for an answer on a mistake completely made by ArenaNet who had no problem taking my money.

Ticket ID: 121111-001892

This is the response I just got after three days.

Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

So, you CHARGED ME and I sent you CONFIRMATION of the charge, and the credit card billing info showing you it was a valid card, and the PDF from the BANK showing you that you took my money, and you HAVE my money. Yet you still tell me it was fradulent and there’s no way you can reactivate my account.

You’re admitting to stealing my money. I played for one day.

Honestly, you people should be absolutely ashamed of yourself. This goes way beyond overwhelmed support staff, this is outright abuse and theft. You call your users criminals, ban their accounts and steal their money.

This doesn’t end here. Honestly Gaile, other moderators, you can’t possibly allow this to happen to people. You can’t honestly believe this is the right thing to do.

bluerebelmedia.9514:

bluerebelmedia.9514:

My account was banned and I’ve been accused of using a stolen credit card to buy a fraudulent copy of the game.

- Ticket submitted November 11th.
- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Sent PDF copy of the confirmation from the bank that I was charged through my support ticket.

No response since they said I was using a stolen credit card on 11/11. It’s now November 14th, I’ve updated my ticket multiple times with helpful and useful information proving my innocence of the crimes (literally) Anet is accusing me of and proving they have my money.

At this point Anet has committed a fraud by taking my money and not delivering the product. I’d like the situation rectified as soon as possible and expect an apology for being accused of criminal actions when there was none, and being forced to wait days for an answer on a mistake completely made by ArenaNet who had no problem taking my money.

Ticket ID: 121111-001892

This is the response I just got after three days.

Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

So, you CHARGED ME and I sent you CONFIRMATION of the charge, and the credit card billing info showing you it was a valid card, and the PDF from the BANK showing you that you took my money, and you HAVE my money. Yet you still tell me it was fradulent and there’s no way you can reactivate my account.

You’re admitting to stealing my money. I played for one day.

Honestly, you people should be absolutely ashamed of yourself. This goes way beyond overwhelmed support staff, this is outright abuse and theft. You call your users criminals, ban their accounts and steal their money.

This doesn’t end here. Honestly Gaile, other moderators, you can’t possibly allow this to happen to people. You can’t honestly believe this is the right thing to do.

I got the EXACT SAME reply from Matt S. Except my card is still showing “Pending” and I purchased it on the 4th of this month, and I played for couple days straight to catch up with my friends before I got banned so I feel your pain. I don’t know what they are doing these days.

bluerebelmedia.9514:

bluerebelmedia.9514:

My account was banned and I’ve been accused of using a stolen credit card to buy a fraudulent copy of the game.

- Ticket submitted November 11th.
- Purchased November 8th.
- Purchased through buy.guildwars2.com
- I WAS charged. No, it’s not pending, I’ve been charged.
- I’ve sent support the CC billing info, zip code, address etc. through my support ticket.
- Sent PDF copy of the confirmation from the bank that I was charged through my support ticket.

No response since they said I was using a stolen credit card on 11/11. It’s now November 14th, I’ve updated my ticket multiple times with helpful and useful information proving my innocence of the crimes (literally) Anet is accusing me of and proving they have my money.

At this point Anet has committed a fraud by taking my money and not delivering the product. I’d like the situation rectified as soon as possible and expect an apology for being accused of criminal actions when there was none, and being forced to wait days for an answer on a mistake completely made by ArenaNet who had no problem taking my money.

Ticket ID: 121111-001892

This is the response I just got after three days.

Hello,

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible. I apologize for any confusion regarding previous responses sent prior to this response reaching you today.

This Guild Wars 2 game account has been permanently closed. The attempted purchase of the Guild Wars 2 Serial Code used to create this account was voided as the transaction was found to be fraudulent in nature.

In addition to the permanent closure of the game account, the credit or debit card used in the transaction has been permanently blocked in our system. There is no option to have this account reopened or to have the block removed from the game account.

If you wish to access the Guild Wars 2 service going forward, you will need to purchase a serial code from another authorized retailer. A list of authorized retailers can be found here: https://www.guildwars2.com/en/retailers#UnitedStates-physical.

There is no further assistance we can provide for this issue.

Regards,
Matt S.
NCsoft Payment Review

So, you CHARGED ME and I sent you CONFIRMATION of the charge, and the credit card billing info showing you it was a valid card, and the PDF from the BANK showing you that you took my money, and you HAVE my money. Yet you still tell me it was fradulent and there’s no way you can reactivate my account.

You’re admitting to stealing my money. I played for one day.

Honestly, you people should be absolutely ashamed of yourself. This goes way beyond overwhelmed support staff, this is outright abuse and theft. You call your users criminals, ban their accounts and steal their money.

This doesn’t end here. Honestly Gaile, other moderators, you can’t possibly allow this to happen to people. You can’t honestly believe this is the right thing to do.

Well, my responses are being deleted it seems for saying this has been the worst customer experience I’ve ever received. . But I got the same message…I was charged by them, provided them with their conf number and now they’re not only blocking my posts, but permabanned me from the game. For being a paid, legit customer.

121109-002884

5+ Day, now I’m being told I used a fraud credit card, yet my charge is still pending from them. Order number: 30297101
Order date: 11/7/2012

Daelowana.7319:

121109-002884

5+ Day, now I’m being told I used a fraud credit card, yet my charge is still pending from them. Order number: 30297101
Order date: 11/7/2012

My guess is from all the incoming support response, your card will be blocked from the system and your account permabanned. My CC still shows “pending charge” and that’s what happened to me.

Daelowana.7319:

121109-002884

5+ Day, now I’m being told I used a fraud credit card, yet my charge is still pending from them. Order number: 30297101
Order date: 11/7/2012

Mine’s not even pending, it’s actually been charged, and they have proof, and still they send me away. I’m blown away. I was completely confident even after the terrible support and lackluster attempt at help that when they saw the bank confirmation all would be resolved.

I am absolutely blown away that a company thinks it can do this to it’s customers.

PhotonVoid.6470:

Obsquacious.3524:

At this point AN has officially earned itself a spot on the list of horrible companies I have dealt with. I understand issues will occur, but any decent company would at least reply to their customer or make an announcement.

I wonder if they think people will actually buy another copy of their game?

I’m still waiting for any sort of response as well, if its not fixed by Friday I will definitely be revisiting all of the great reviews I gave this game on popular shopping sites. I was thinking something along the lines of GREAT Game, Terrible Support, Buy at your own risk you may get randombanned and be out $60 provided you don’t buy any GEMs like I did.

I suppose this is what I get for deciding to give ArenaNet a 2nd chance after I went out and bought GW1 when it came out, it was when they use the cheap paper inserts in CD jewel cases and had the scratch off to reveal CD Key thing inside. I scratched mine off with a penny and like 25% of the CD Key came off the paper with it and made it some huge unreadable mess. After several online support attempts and even a few phone calls where I even took pictures and sent it to the support tech, I was never given a key or made right. So I have GW1 sitting here with a screwed up CD Key sitting on the shelf that I have NEVER gotten to play, right next to my GW2 box, which I have been randomly banned from.

This is unacceptable

bluerebelmedia.9514:

Daelowana.7319:

121109-002884

5+ Day, now I’m being told I used a fraud credit card, yet my charge is still pending from them. Order number: 30297101
Order date: 11/7/2012

Mine’s not even pending, it’s actually been charged, and they have proof, and still they send me away. I’m blown away. I was completely confident even after the terrible support and lackluster attempt at help that when they saw the bank confirmation all would be resolved.

I am absolutely blown away that a company thinks it can do this to it’s customers.

I’ve given up on playing all together. But I will not rest until 1) They acknowledge this was their error 2) Refund my purchase

Oh my goodness blue I’m sorry to hear that. Keep persisting please. Its just not logical and that is either an automated or automatic email response that that person sent you.

I also have a suggestion.. I know your upset at the loss of the character but it is a really new account and can get right back to where you were.. I have a suggestion for the $54… contact NCSoft billing directly and explain what happened, Maybe they’ll refund you, heres their number..It is a VM only but its something.

6801 N. Capital of Texas Hwy, Bldg 1 Austin, TX 78731
Phone
(512) 225-6359

#121113-002895 – un ban me

GrapeGatsby.6937:

I got banned on Sunday night there was awkward lag with attack delays, freezing, and porting backwards also known as rubber banding. I guess when I initially logged in there was no problem, however I couldn’t find a group for shelt/pent in Cursed shore so I decided to go level my alt, this is when the problem started. I followed a zerg for a few minutes but decided it was a waste of time and logged back on my main problems escalated I restarted the client with no luck I checked my network for any problems none in sight outside of GW2, so I just assumed it was a problem on A.net’s side, however I was skyping with my friends at the time and asked if they were experiencing the same things their reply “no”. I resumed farming since I really wanted that last stretch of 8 gold for my set, but soon after my whole client froze everyone stood in place I restarted and a few minutes after that I believe I was banned for botting. I can only assume that the problems I was experiencing had something to do with my ban, especially the porting backwards which is very similar to what bots do when the teleport from spot to spot, however that being said I have no ideal why I was the only one that was experiencing this phenomenon other than the fact that I was using the Mac Beta client and not the Windows client like my friends.

TL:DR = Had a bunch of problems with lag including porting backwards, was banned shortly after. Friends had no problem, however they were using the Windows client and I was using the Beta Mac Client.

I also experienced quite a bit of rubber banding and everyone freezing in place during boss fights(Champion Harathi Overlord I believe) in Kessex Hills where itlooks like everyone just stopped attacking and is standing there, minutes before being banned. I assumed I was just lagging considering I am on DSL sometimes. I don’t know anything about teleporting bots or how they work, but i was doing quite a bit of rubber banding around the boss fight, I just stood there mashing skill keys figuring it would catch up, or disconnect me.

Jonathan.1580:

Oh my goodness blue I’m sorry to hear that. Keep persisting please. Its just not logical and that is either an automated or automatic email response that that person sent you.

I also have a suggestion.. I know your upset at the loss of the character but it is a really new account and can get right back to where you were.. I have a suggestion for the $54… contact NCSoft billing directly and explain what happened, Maybe they’ll refund you, heres their number..It is a VM only but its something.

6801 N. Capital of Texas Hwy, Bldg 1 Austin, TX 78731
Phone
(512) 225-6359

#121113-002895 – un ban me

I agree with you, and if is not an automatic message then this “Matt S.” is just copy and pasting responses. If all else fails, dispute the charge with your bank/credit card company.

Jonathan.1580:

Oh my goodness blue I’m sorry to hear that. Keep persisting please. Its just not logical and that is either an automated or automatic email response that that person sent you.

I also have a suggestion.. I know your upset at the loss of the character but it is a really new account and can get right back to where you were.. I have a suggestion for the $54… contact NCSoft billing directly and explain what happened, Maybe they’ll refund you, heres their number..It is a VM only but its something.

6801 N. Capital of Texas Hwy, Bldg 1 Austin, TX 78731
Phone
(512) 225-6359

Hey Johnathan,

I appreciate that. I’ve updated my support ticket asking if they plan on giving me a refund. I suppose at last attempt I’ll use that phone number.

At this point for me, and I am upset but I’m being honest, I don’t care about the game, I don’t care about the money, it’s about the principle. This company is abusing it’s customers, taking advantage of people by acting like they have no rights or ability to defend themselves, ignoring support requests and forcing verified non-fraudulent consumers to purchase multiple copies of their game, all the while calling them criminals.

I mean, it just blows me away and it can’t happen. It just can’t. I don’t even know what to say anymore but I’m not letting this go. I want an admittance of guilt and an apology from this company for all the stress and anxiety they’ve caused for hundreds of people by putting them through this nightmare of a system, and outright theft of their hard-earned money.

I can’t believe they can’t just come out and admit they had an issue with their store, the security, what have-you, and an issue with their bot whatever it is, say they’re overwhelmed supporting people because of it and try to address the problems.

They just don’t want to admit they had issues but instead of that they make it seem as if they don’t care about their users and just want to steal peoples money. To me it makes no logical sense, and no sense from a PR point of view.

Just admit it, apologize, refund/reinstate where it’s reasonable, permaban where fraudulent activity is PROVEN and let’s all move on.

Some things we do know…

Support is overwhelmed because theyre not dealing with just one crazy issue atm but two and thats on top of their normal work

1. Account purchasing issues resulting in termination

2. Terminating ppls accounts for botting who aren’t

#121113-002895 – un ban me I dont bot

Walstyle.5169:

Jonathan.1580:

Oh my goodness blue I’m sorry to hear that. Keep persisting please. Its just not logical and that is either an automated or automatic email response that that person sent you.

I also have a suggestion.. I know your upset at the loss of the character but it is a really new account and can get right back to where you were.. I have a suggestion for the $54… contact NCSoft billing directly and explain what happened, Maybe they’ll refund you, heres their number..It is a VM only but its something.

6801 N. Capital of Texas Hwy, Bldg 1 Austin, TX 78731
Phone
(512) 225-6359

#121113-002895 – un ban me

I agree with you, and if is not an automatic message then this “Matt S.” is just copy and pasting responses. If all else fails, dispute the charge with your bank/credit card company.

While that makes complete sense, I’m not going to dispute the charge. This is what they want us to do…dispute it, then go away without a response. I’m using the BBB path. If you search BBB Arena.net you’ll go to a page that allows an online complaint. If they are saying we purchased the game from a fraudulent source, then we are completely justified in reporting the source

Jonathan.1580:

Some things we do know…

Support is overwhelmed because theyre not dealing with just one crazy issue atm but two and thats on top of their normal work

1. Account purchasing issues resulting in termination

2. Terminating ppls accounts for botting who aren’t

#121113-002895 – un ban me I dont bot

Agreed. Yet all we’re asking for (and I believe you as well) is acknowledgement that “yep, we banned some people incorrectly and looking into it”. Any legit company would have made that statement days ago.

Daelowana.7319:

Walstyle.5169:

Jonathan.1580:

Oh my goodness blue I’m sorry to hear that. Keep persisting please. Its just not logical and that is either an automated or automatic email response that that person sent you.

I also have a suggestion.. I know your upset at the loss of the character but it is a really new account and can get right back to where you were.. I have a suggestion for the $54… contact NCSoft billing directly and explain what happened, Maybe they’ll refund you, heres their number..It is a VM only but its something.

6801 N. Capital of Texas Hwy, Bldg 1 Austin, TX 78731
Phone
(512) 225-6359

#121113-002895 – un ban me

I agree with you, and if is not an automatic message then this “Matt S.” is just copy and pasting responses. If all else fails, dispute the charge with your bank/credit card company.

While that makes complete sense, I’m not going to dispute the charge. This is what they want us to do…dispute it, then go away without a response. I’m using the BBB path. If you search BBB Arena.net you’ll go to a page that allows an online complaint. If they are saying we purchased the game from a fraudulent source, then we are completely justified in reporting the source

I already filed a BBB complaint, like all the rest of the posts said, this is completely unacceptable. Since my card still shows pending charge, I’m going to wait it out and see where this goes.

ANET did all of this to all of us due to needing ( in their eyes ) to crack down on the gold farmers, whether it be them botting in game and or aquiring accounts fraudulently

Being in business myself I know why we are getting all of this automated stuff. Because automated responses have been approved by their legal team. They are lessening their liability. It’s not against the law to frustrate people =)

I just wish and I bet now they do too that they handled both the anitbotting program /autobans and the account banning differently.

I suspect they simply dont have the infrastructure or manpower to handle this ina true customer service fashion

#121113-002895 – un ban me I dont bot

Jonathan.1580:

ANET did all of this to all of us due to needing ( in their eyes ) to crack down on the gold farmers, whether it be them botting in game and or aquiring accounts fraudulently

Being in business myself I know why we are getting all of this automated stuff. Because automated responses have been approved by their legal team. They are lessening their liability. It’s not against the law to frustrate people =)

I just wish and I bet now they do too that they handled both the anitbotting program /autobans and the account banning differently.

I suspect they simply dont have the infrastructure or manpower to handle this ina true customer service fashion

#121113-002895 – un ban me I dont bot

You’re probably right, but also being a business owner, I know for me customer support is vital to what I do, and my reputation is everything. I would never do this, not just because it’s not right, but because my business wouldn’t continue to succeed if I did.

It’s also important to admit when you’ve made a mistake.

I’m an adult, and I can manage the loss, but for days all I can think of is the teenagers going through this. Kids who saved up money with part time jobs or saved up or have been looking forward to this for months and them trying to go through this nightmare, or being robbed of their money which is serious money for them.

I swear it keeps me up at night. I shouldn’t get so upset about it but I just can’t believe that a company would treat people like this.

Jsx.6057:

What?

What “Elite Bot Banning Team”? It’s a broken algorythm that just autobans players that fit ArenaNet’s criteria of being a bot. Why? It’s cost efficient. No need to hire people to form these so-called teams that dedicate their time looking for bots.

ArenaNet hired some Data Analyst to detect botting behavior.
Here’s an article about ArenaNet banning 1600 accounts.
http://guildwars2pc.com/2012/guild-wars-2-daily-news-1600-bot-accounts-banned-with-more-to-come/

bluerebelmedia.9514:

Jonathan.1580:

ANET did all of this to all of us due to needing ( in their eyes ) to crack down on the gold farmers, whether it be them botting in game and or aquiring accounts fraudulently

Being in business myself I know why we are getting all of this automated stuff. Because automated responses have been approved by their legal team. They are lessening their liability. It’s not against the law to frustrate people =)

I just wish and I bet now they do too that they handled both the anitbotting program /autobans and the account banning differently.

I suspect they simply dont have the infrastructure or manpower to handle this ina true customer service fashion

#121113-002895 – un ban me I dont bot

You’re probably right, but also being a business owner, I know for me customer support is vital to what I do, and my reputation is everything. I would never do this, not just because it’s not right, but because my business wouldn’t continue to succeed if I did.

It’s also important to admit when you’ve made a mistake.

Admitting to things opens doors to liabilities and legal problems. They’ll just work at fixing it and hope bad memories and tastes will fade once things get back to normal. Hopefully that’ll happen before the one time world event comes in-sigh.

[Incident: 121112-000842]= I’m not a bot! : (

grandmooch.8653:

bluerebelmedia.9514:

Jonathan.1580:

ANET did all of this to all of us due to needing ( in their eyes ) to crack down on the gold farmers, whether it be them botting in game and or aquiring accounts fraudulently

Being in business myself I know why we are getting all of this automated stuff. Because automated responses have been approved by their legal team. They are lessening their liability. It’s not against the law to frustrate people =)

I just wish and I bet now they do too that they handled both the anitbotting program /autobans and the account banning differently.

I suspect they simply dont have the infrastructure or manpower to handle this ina true customer service fashion

#121113-002895 – un ban me I dont bot

You’re probably right, but also being a business owner, I know for me customer support is vital to what I do, and my reputation is everything. I would never do this, not just because it’s not right, but because my business wouldn’t continue to succeed if I did.

It’s also important to admit when you’ve made a mistake.

Admitting to things opens doors to liabilities and legal problems. They’ll just work at fixing it and hope bad memories and tastes will fade once things get back to normal. Hopefully that’ll happen before the one time world event comes in-sigh.

[Incident: 121112-000842]= I’m not a bot! : (

Stealing peoples money also opens up liabilities and legal problems.

bluerebelmedia.9514:

Jonathan.1580:

ANET did all of this to all of us due to needing ( in their eyes ) to crack down on the gold farmers, whether it be them botting in game and or aquiring accounts fraudulently

Being in business myself I know why we are getting all of this automated stuff. Because automated responses have been approved by their legal team. They are lessening their liability. It’s not against the law to frustrate people =)

I just wish and I bet now they do too that they handled both the anitbotting program /autobans and the account banning differently.

I suspect they simply dont have the infrastructure or manpower to handle this ina true customer service fashion

#121113-002895 – un ban me I dont bot

You’re probably right, but also being a business owner, I know for me customer support is vital to what I do, and my reputation is everything. I would never do this, not just because it’s not right, but because my business wouldn’t continue to succeed if I did.

It’s also important to admit when you’ve made a mistake.

I’m an adult, and I can manage the loss, but for days all I can think of is the teenagers going through this. Kids who saved up money with part time jobs or saved up or have been looking forward to this for months and them trying to go through this nightmare, or being robbed of their money which is serious money for them.

I swear it keeps me up at night. I shouldn’t get so upset about it but I just can’t believe that a company would treat people like this.

Bingo. Their legal team gets an A+, while their PR department….well….I don’t think that exists

AndroidClone.1706:

Jsx.6057:

What?

What “Elite Bot Banning Team”? It’s a broken algorythm that just autobans players that fit ArenaNet’s criteria of being a bot. Why? It’s cost efficient. No need to hire people to form these so-called teams that dedicate their time looking for bots.

ArenaNet hired some Data Analyst to detect botting behavior.
Here’s an article about ArenaNet banning 1600 accounts.
http://guildwars2pc.com/2012/guild-wars-2-daily-news-1600-bot-accounts-banned-with-more-to-come/

Holy crap! Ya know, it sounds awful suspicious when you outsource someone to ban accounts. As their outsourced company, I assume they base their performance on how many “fraud” cases they catch so they can gloat “Hey guys! Look at us, we just blocked 3,000 players!”

Now im block? jesus

AndroidClone.1706:

Jsx.6057:

What?

What “Elite Bot Banning Team”? It’s a broken algorythm that just autobans players that fit ArenaNet’s criteria of being a bot. Why? It’s cost efficient. No need to hire people to form these so-called teams that dedicate their time looking for bots.

ArenaNet hired some Data Analyst to detect botting behavior.
Here’s an article about ArenaNet banning 1600 accounts.
http://guildwars2pc.com/2012/guild-wars-2-daily-news-1600-bot-accounts-banned-with-more-to-come/

If that’s true then this is a nasty teething period for their new system. Data analysts are great for many things but the situation is like a general sitting back at an office somewhere making decisions without seeing the field, things on the ground is not that simple or the same as what numbers and data on paper tell you. they will make lots of mistakes as evident with all of us left out in the cold atm.

[Incident: 121112-000842]- I’m not a bot

AndroidClone.1706:

Jsx.6057:

What?

What “Elite Bot Banning Team”? It’s a broken algorythm that just autobans players that fit ArenaNet’s criteria of being a bot. Why? It’s cost efficient. No need to hire people to form these so-called teams that dedicate their time looking for bots.

ArenaNet hired some Data Analyst to detect botting behavior.
Here’s an article about ArenaNet banning 1600 accounts.
http://guildwars2pc.com/2012/guild-wars-2-daily-news-1600-bot-accounts-banned-with-more-to-come/

GO read this, that mad man and whatever " team " hes implementing is actually boasting about banning us based upon PLAYERS reporting us as bots and then they have some kind of who knows what to verify it supposedly.

We ARENT using bot programs we just play alot

I am dumbfounded, thats what got us. that!

#121113-002895 – un ban me I dont bot

grandmooch.8653:

AndroidClone.1706:

Jsx.6057:

What?

What “Elite Bot Banning Team”? It’s a broken algorythm that just autobans players that fit ArenaNet’s criteria of being a bot. Why? It’s cost efficient. No need to hire people to form these so-called teams that dedicate their time looking for bots.

ArenaNet hired some Data Analyst to detect botting behavior.
Here’s an article about ArenaNet banning 1600 accounts.
http://guildwars2pc.com/2012/guild-wars-2-daily-news-1600-bot-accounts-banned-with-more-to-come/

If that’s true then this is a nasty teething period for their new system. Data analysts are great for many things but the situation is like a general sitting back at an office somewhere making decisions without seeing the field, things on the ground is not that simple or the same as what numbers and data on paper tell you. they will make lots of mistakes as evident with all of us left out in the cold atm.

[Incident: 121112-000842]- I’m not a bot

That article closes with this statement. It’ll infuriate you:

Overall, great news and one can only hope that they can keep up the vigilance.

Ok, so my status has just been changed to “we have determined that an unauthorised individual has been accessing your account” or something of that sort. What’s clear is that I’m no longer permabanned. Is this a good sign, for those of you who have been unbanned? Is there something I should do next to help Customer Support get me back in the game as fast and smoothly as possible?

Its funny how they’re detecting and banning “bots” with “bots”

I been changed to the hacked status and changed back and they escalated it and than nothing
been waiting for over a day since they done that

Where did Gaile go? They were the only person that seemed to be providing any useful information and then they disappeared. I hope they didn’t freak out and quit! We NEED you Gaile!

bluerebelmedia.9514:

I’m an adult, and I can manage the loss, but for days all I can think of is the teenagers going through this. Kids who saved up money with part time jobs or saved up or have been looking forward to this for months and them trying to go through this nightmare, or being robbed of their money which is serious money for them.

I swear it keeps me up at night. I shouldn’t get so upset about it but I just can’t believe that a company would treat people like this.

My son saved up his money to buy this game and so far he has not been banned yet. I’m glad that I had him give me the cash and bought it on my MasterCard. My only regret is that I did not use my American Express instead of the Master Card.

3 day forum isnt updated either
the only one in forum right now is the guy that deletes all posts outside this subject that point to wrongfull deletions
that doesnt take 4 days, they can do that in 5 mins

AndroidClone.1706:

bluerebelmedia.9514:

I’m an adult, and I can manage the loss, but for days all I can think of is the teenagers going through this. Kids who saved up money with part time jobs or saved up or have been looking forward to this for months and them trying to go through this nightmare, or being robbed of their money which is serious money for them.

I swear it keeps me up at night. I shouldn’t get so upset about it but I just can’t believe that a company would treat people like this.

My son saved up his money to buy this game and so far he has not been banned yet. I’m glad that I had him give me the cash and bought it on my MasterCard. My only regret is that I did not use my American Express instead of the Master Card.

+1 Parent

same thing happen to me. i when from terminated-permanent banned- hack. They charge me of gold selling or gold buying. This people are not fair. We all pay for this game. If you not going to restore us give us our money back. This is not the only mmo to play. Just give us our money back and we will go play some other game the don’t randomly ban people for no reason.

I am not sure how much legal action is possible from within Europe. Legally i know what they do is wrong but their offices are in another country. Starting to consider to call my legal insurance and have them figure it out.

Quin.8327:

I been changed to the hacked status and changed back and they escalated it and than nothing
been waiting for over a day since they done that

Thanks Quin. First, I was hopeful when seeing that it’s changed, and now I’m scared again, but at least I know to be prepared if there’s bad news (again).

Why does wronglly banned people suddenly have increased?
doen’t ArenaNet think what’s wrong?
ArenaNet hacked?
what happened to ArenaNet?

+1 for Gaile the Mod. I see her mostly working in the 3 day + thread though. Eve is polite at least the rest of these mods don’t know what theyre doing. Or rather theyre not all on same page, I’m up to 3 infractions for nothing.

Do they give us infractions so we don’t voice an opinion? I certainly have tried to be helpfull and constructive with my criticism.

I wont shutup though so infract away.

#121113-002895 – Un ban me I dont bot

So it is an automated bot banner. I certainly hope customer support understands that logs only tell half the story. If you push your playerbase around like this, it will hurt just as bad as not banning the bots. You think players want to live in fear of not knowing if their real game play is going to suddenly be determined as a bot, then have to jump up and down in customer support, hoping somebody doesn’t decide to finalize the ban? Remember that we are not criminals until proven guilty. Please!

Jonathan.1580:

+1 for Gaile the Mod. I see her mostly working in the 3 day + thread though. Eve is polite at least the rest of these mods don’t know what theyre doing. Or rather theyre not all on same page, I’m up to 3 infractions for nothing.

Do they give us infractions so we don’t voice an opinion? I certainly have tried to be helpfull and constructive with my criticism.

I wont shutup though so infract away.

#121113-002895 – Un ban me I dont bot

Is there a way to tell what infractions you’ve gotten or do they email you or?

Corwin.4109:

Why does wronglly banned people suddenly have increased?
doen’t ArenaNet think what’s wrong?
ArenaNet hacked?
what happened to ArenaNet?

Welcome to the party! No ANET was not hacked, theyve initiated some new type of aggressive antibotting program and your account isnt reviewed by real people to se eif it makes sense they just ban your account.

Make sure to submit a ticket.

#121113-002895 – Un ban me , I dont bot

bluerebelmedia.9514:

Jonathan.1580:

+1 for Gaile the Mod. I see her mostly working in the 3 day + thread though. Eve is polite at least the rest of these mods don’t know what theyre doing. Or rather theyre not all on same page, I’m up to 3 infractions for nothing.

Do they give us infractions so we don’t voice an opinion? I certainly have tried to be helpfull and constructive with my criticism.

I wont shutup though so infract away.

#121113-002895 – Un ban me I dont bot

Is there a way to tell what infractions you’ve gotten or do they email you or?

They tell youve obtained an infraction via PM here in the forum, you can appeal but who cares.

Daelowana.7319:

Where did Gaile go? They were the only person that seemed to be providing any useful information and then they disappeared. I hope they didn’t freak out and quit! We NEED you Gaile!

Check out the pinned topic “Account Issue Follow-ups – Updated Regularly” to see when the last update is on the “3 day or older” topic. Saw you posting something in there asking about it but I don’t want to clutter up that thread.

Daelowana.7319:

Quin.8327:

I am not sure how much legal action is possible from within Europe. Legally i know what they do is wrong but their offices are in another country. Starting to consider to call my legal insurance and have them figure it out.

Start with opening a ticket here. They are a consumer advocacy group in the US. While they cannot take legal action on customers behalf, they are a great group to mediate disputes between businesses and their customers.

http://www.bbb.org/western-washington/business-reviews/computer-software-publishers-and-developers/arenanet-in-bellevue-wa-22017235

Thanks, after diner i will go there and put in my complaint with them

Legal Name
NCSOFT West Europe
Established
September, 2004
Address
Fifth Floor, Mocatta House, Trafalgar Place, Brighton BN1 4DU, United Kingdom
Contact
+44-(0)-1273-872-000

above address been posted here before for those who want to take more action