Guild Wars 2

\o/ yay let us hope they keep up the good work here. and 15 letters for that dumb forums bug lol

What’s nice about this is unlike 2 other MMO companies I have sent tickets to recently, you guys actually alert us when you have a backlog, why you have a backlog and how you are resolving the backlog.

And to top it off, you actually help and resolve issues.

How this isn’t standard practice across the board I will never know, but at least you guys have it right!!

Huge respect for actually being willing to come out and publicly admit that there’s a problem, but also for telling us that you’re actively working to resolve it.

I much prefer this to the approach other companies would take, of denying there’s an issue to try and protect their reputation.

Yes. I was just a bit upset now, because I am a new player, joined last week and 2 days after I bought an extension,led by advertising and in game features, and at the end, it wasn’t the one I wanted to buy. I was already thinking that I was being ignored or support work in this game was too slow, but seeing this thread now makes me understand and be patient to wait for my response

Thanks for letting us know <3.

Thank you guys for the hard work in trying to keep us happy.

Thanks Gaile for this thread now maybe people can stop creating 10 new threads a day that support sucks and they are being ignored.

+ we can point them to this thread if they do pop up anyway

ah good to read this, becouse i asked for a refund for items that got on sale and someone of the guildy that mailed later then me already got her gems back and i am still waiting. i also updated the mail but nothing i feel like i am getting ignored but now i read this i think i still get an answer back.

few months ago i got an infracttion and i answered the pm but it said this gm dont want replys back and my post was going to the devs but still no answer. it feels bad if i explain my situation and i dont get answer back.

i have read this topic now so i will just wait longer but more then a month ago… i hope for the best.

keep up the good work. all i want is good help and not fast and bad help

Thank you, Gaile, for keeping us up-to-date on the status quo.

And a huge thank you to the great support team — by far the best in online gaming!

I wonder what a majority of them are about..

I put in a ticket 8 days ago about my main character going missing during the beta weekend event (I’m assuming needs a character undelete/restoration).

I’m not sure what criteria ArenaNet uses when evaluating new tickets for prioritization, but I honestly would have guessed this would be a prime example.

Either way, I’m glad to see some transparency about the whole process. Thank you for updating the community!

Don’t worry. My only current problem is this .

The crafting panels are bugged and won’t ‘see’ items soulbound to other characters anymore. They once did, but now I’d have to level Scribe to 400 in 3 characters and artificier, armorsmith, and weaponsmith to 450 in 3 to use them, which would be insane. So all I can do is wait.

I have 15 items I want to use to craft stuff, and they have been waiting in the bank for over a year. They can still wait until the bug is solved, as long as it is eventually solved.

If there’s something I have it is patience.

Give me power and I’ll help you with the tickets XD
My ticket is a 7 days old without a response, but I can help if you let me. You don’t even have to pay me.

Last friday I submitted a ticket because I couldn´t remember the password from my 2. account and not what the char name was again (tried 30 different variations, almost cried when I saw the correct one) so couldn´t change the password, too. Few hours later I had a response and was able to get the yummy free stuff from the gemshop. So apparently that has higher priority

The Ranked PvP queue was acting up earlier tonight. I finally got into a queue, the match popped, everyone hit Accept, and then nothing happened. I am unable to leave the match/queue. Relogging, restarting the game and loading other characters all did nothing. I’m permanently stuck in a match that won’t start on all my characters.

We’re in the middle of a Ranked PvP season and I’d really rather not have to wait days or weeks to be able to play PvP again, nor do I want to have to hear that horn sound after every single loading screen and cut-scene. I imagine the other nine people in my match are in the same boat as well.

5 year old character disappearing from account? really? how is even possible? oO no logs in this game or what? ;s

Corrada.7304:

5 year old character disappearing from account? really? how is even possible? oO no logs in this game or what? ;s

Oh have you aswell saved login and a friend or family member played a prank on you?

I thought people would have learned from the past.

I don’t use the forum much but the tickets they are talking about, are they just questions on the forum ? reports from the /bug in game ? or messages directly to the support system?

In the past you have always responded to any tickets my friends or i sent in in super fast, i´m glad you are letting people know that is may and why it may take longer atm. You guys are doing a great job, keep it up!

Theloverboiiii.6574:

I don’t use the forum much but the tickets they are talking about, are they just questions on the forum ? reports from the /bug in game ? or messages directly to the support system?

Its not on the forum or the ingame bug report.

Its the tickets you do when you click top right or check bottom right Services then
Support.
That loads a new page https://help.guildwars2.com/hc/en-us and in the top right corner you got big red button submit a ticket.

hey Gaile,
Can you give us an update on the ammount of tickets please? You said it was 6000 tickets two days ago. And I am curious what the ammount of tickets is right now?

cant log in….

Just for the record.
I am waiting for the refund of gems for my extra bank tab purchased. ticket#6568594.
Ty!

So it’s been 5 full days since I submitted a support ticket, 5 days I’ve been unable to play a game that I shelled out $105 for; so should I just request a refund through Paypal or are we going to start seeing a response to these aforementioned tickets?

Two weeks and still no response. It’s starting to get a tiny bit irritating…

Can’t Guildwars Team put more people on support ? instead of doing other stuff like making new skins for black lion tickets.. we want our tickets asnwered … so do i.

i

I doubt that artists are trained in the fine art of Customer Support, so no, they can’t move artists working on Black Lion skins over to the CS Team.

yeah I’ve had a ticket in for 2 weeks and now that I’ve gotten a response FINALLY, the GM has decided to “request more info” from me and ignore my ticket for EVEN LONGER. I sent the information that he/she requested over a day ago and now i’m back to waiting AGAIN? I don’t understand this one bit. Perhaps if you open a ticket and pretend you’re going to try and resolve it, you should, rather than just ignoring it..

Apparently, the support has the time to close tickets but not to answer them.

I am beginning to wonder what is going on…

I sent a ticket on Saturday the 2nd Sep. Now I know that there is a long queue I’m not so worried about it now as I know you will get it to it at some point and hopefully be able to sort the problem

we opened many topics on forums about crashing into the game from gtx 970 to gtx 1070 a hard crash with color pixles screen plus pc restart , i tried everything arenanet suggest it and still have the problem with other people , i even contact nvidia and they give me suggestions , drivers suggestions and still same problem sometime you just login into world 5seconds your pc compelety crash sometime few hours , sometimes different locations , is just anyoying :/ most of crashs happen in the old maps mostly jungles or sea citys im not sure if arenanet is notice us or nah and if there going be fix for that or nah , around hundreds of topics with same problem , we can’t even play the game for 2 hours :/

Amazing work you guys are keeping up with. I’m panicking right now about possible account theft on my end with my current ticket being up but I gotta hold on. How’s the backlog going?

Submitted a ticket 6 days ago, still no answer I know you have a lot of work but it’s a bit disheartening

Hello,
i submitted a Ticket (#6566466) 8 days ago and got still no answer.
i forgot my guild wars 1 password and need a new one…

can you help?

(#6574898)
Thats my ticket, am waiting for about 5 days now but i understand how pressed thigns are for you guys.
My problem is not so big so i can wait.
Keep up the good work.

Gaile Gray.6029:

KuhOhneEuter.2301:

Hello,
i submitted a Ticket (#6566466) 8 days ago and got still no answer.
i forgot my guild wars 1 password and need a new one…

can you help?

What we see in the history is that you’re creating a ticket and then closing it as no longer needing help, then opening a new one. This happened four times in seven days, and it will not expedite service but in fact will slow it.

Please allow a ticket to remain open until it has been resolved.

Aviram.7932:

(#6574898)
Thats my ticket, am waiting for about 5 days now but i understand how pressed thigns are for you guys.
My problem is not so big so i can wait.
Keep up the good work.

Thank you very much for your patience. We appreciate it and will help as quickly as possible!

i closed the privious 3 tickets because i chose the wrong categories… finally i saw the category “guild wars original”…

Gaile Gray.6029:

Yes, when you submit a duplicate ticket — as you did — they will close it.

Yes, I did that because the original issue of the first ticket was no longer the reason I required support, so I asked to have that ticket closed and opened a new one.

Anyway, it is what it is. There is nothing the customers can do about it.

I contact you since my son has not gotten any response from Tech support. he reported his account to be hijacked on 9/2/2017. Ticket 6577319 and 6581001. He has changed his password but there is a block that has been placed on his account. He is unable to post here on the forums. He also worried about seeing emails about someone spending over $250 in Gems on his account. Please get in contact with him and responded to his ticket.
Howard

8 days without a respond..seems legit..

I am worried about the security of your servers. A faster response to say you are working on would be much appreciated. He has received emails saying he has spent over $250. One of two things happened either my son has lost out on $250 or someone did credit card fraud on his account. He has not heard a single word from ArenaNet. My son has spent a lot of time and effort and he is being punished for others actions, right before the big Path of Fire Expansion and he is missing out chance to prepare new content

Sincerely

Howard

Goodevening, been a week now whithout any reply from support it start to be a bit unpleasant.
Can we please have some more information like how much someone needs to wait untill a response or any kind of update.
Am sure you try your best and hope everything ll return to normal soon.

As an example, I waited 11 days for a very simple issue, but once the dialogue started, it was only a short time between email exchanges.

I’m sure the CS Team will get to each and every one’s ticket.

Good luck.

I wanted to give everyone an update. Support got with my son and he has access to his account. Thank you

Howard