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Posted by: Michael Henninger.7451

Michael Henninger.7451

Game Support Lead

Hi guys!

It’s no secret that customer support is swamped right now and we’re behind on things. I’m bringing in extra people to catch up with what is quite simply one of the best reactions ArenaNet could ask for – thousands of new and returning players.

Our priority is getting players into the game. Password resets are being handled as a priority. Other issues are coming in behind that.

Lastly, if you are in one of our batch password reset mailings and you have additional or separate issues PLEASE reply to the email and let us know. We are handling good contacts who chose ‘password reset’ in bulk for speed of service. This does not mean we want you to go away. We love you!

*Edit – Submitting your ticket more than once does not improve your wait time – it merely slows down the team as we have to close those duplicates.

Updating your ticket does not have a negative effect on your ticket. In fact, updating with additional identifying information can reduce your wait time.

GM Delicious Intent
Twitter: @ANetCSLead
GM Delicious Intent.5928

(edited by Michael Henninger.7451)

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Posted by: Jedi.7543

Jedi.7543

Can we get another update on this issue? I’m seeing tons of people ( a few of which I know personally) waiting on password resets.

I have been with Guild Wars since 2005 and have never seen this happen. Whats going on?

As I stated above.. I have 3 friends waiting on passwords. (I don’t understand people who forget passwords… but that’s beside the point…..lol)

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Posted by: Crimson Heart.3197

Crimson Heart.3197

Since this is only the announcement, I can not imagine what will happen when HoT officially comes out.

Will your customer support stop receiving tickets that time? Or we will have to wait one or two weeks for solving an emergency problem of our accounts?

This is kinda disappointing.