Customer Service?

Customer Service?

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Posted by: jia li ng.8415

jia li ng.8415

I have been attempting to get password resets for the past three weeks but I guess with the roll-out of Heart of Thorns making simple requests is a back burner issue ..

Is anyone else getting set aside receiving auto-mail that essentially a dead-end .. requests for help unanswered? ..

Allow me to set up my dilemma .. I have 5 accounts on Guild Wars and one GuildWars2 account .. over all I have 100 characters, I have rolled and re-rolled at least 100 more attempting to achieve the look of a playable character .. after suffering a stroke, I find it amazing that I can recall all but one account, but I never receive the mail with the link to reset my password just this auto-mail of pfft ..

You would think that you could get customer service .. yeah, I know many other business’s that would be actually taking care of their customers, but lately Guild Wars / Guild Wars 2 is more interested in “hype” than help.

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Posted by: DeWolfe.2174

DeWolfe.2174

I accidentally deleted a character that had received the emails with gem store items on it. I’m not using the account while waiting to hear back and I hope it doesn’t take that long. Even being an avid player since launch, this is my first time contacting support. Crosses finger’s GW2 support staff are getting the support they need to handle to all the requests.

[AwM] of Jade Quarry.

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Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

First of all, this topic would be best served in the Account Issues/Support sub-forum. If you peruse said sub-forum, you will see the Dev posts commenting on the unusual amount of support requests at this time due to the overwhelming success of the latest promotion.

Your ticket will be answered once it makes its way through the queue, just as all others. I am sure they are sorry for the delay.

Good luck.

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Posted by: Astral Projections.7320

Astral Projections.7320

I have been attempting to get password resets for the past three weeks but I guess with the roll-out of Heart of Thorns making simple requests is a back burner issue ..

Is anyone else getting set aside receiving auto-mail that essentially a dead-end .. requests for help unanswered? ..

Allow me to set up my dilemma .. I have 5 accounts on Guild Wars and one GuildWars2 account .. over all I have 100 characters, I have rolled and re-rolled at least 100 more attempting to achieve the look of a playable character .. after suffering a stroke, I find it amazing that I can recall all but one account, but I never receive the mail with the link to reset my password just this auto-mail of pfft ..

You would think that you could get customer service .. yeah, I know many other business’s that would be actually taking care of their customers, but lately Guild Wars / Guild Wars 2 is more interested in “hype” than help.

3 weeks? Have you checked your spam and junk folders in case it’s in there? Your password also may be retrievable from your computer browser options.

(edited by Astral Projections.7320)

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Posted by: Drow.2081

Drow.2081

I don’t trust email. Someone keeps trying to phish my account from me. Just follow this link….

I also post on guildwars2guru.

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Posted by: Brother Grimm.5176

Brother Grimm.5176

I have submitted over a dozen tickets with Anet Support and have NEVER not had a person respond within 48 hours. I ALWAYS get an automated response about my ticket submission within several minutes of the submission.

If you have not gotten these automated responses (that have your ticket # in them), you are having some sort of communications problems with Anet and your email provider (email getting blocked, sent to spam folder, etc.).

I have seen reports that ticket response is s bit slower with an influx of new players (recent price discount on game), but nothing that would take WEEKS to get a reply.

We go out in the world and take our chances
Fate is just the weight of circumstances
That’s the way that lady luck dances

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Posted by: jia li ng.8415

jia li ng.8415

Actually my auto-bot response came to my in box within seconds of my submission of a ticket, and in the past nine years issues were always addressed in a timely manner, usually less than three days …

This message has always arrived with an auto-bot response:

Note: We are receiving a high volume of tickets at this time, but we will get to your ticket as quickly as possible. Please do not submit extra tickets, as this will slow down our response time. Thanks for your patience!

… and I never had to resubmit my ticket to see a resolution to any issue …

all I am saying here is what happened to the fantastic customer service we used to enjoy … players who have contributed thousands and thousands of dollars should not be subjected to this.

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Posted by: lordkrall.7241

lordkrall.7241

all I am saying here is what happened to the fantastic customer service we used to enjoy … players who have contributed thousands and thousands of dollars should not be subjected to this.

Customer service is human. Humans can only do x amount of things during y amount of time.

If we at time Z had x issues, it would take y time to finish it.
But now at time Y they have C issues, which means that they can’t finish it all in y time.

As for spending money that should be rather irrelevant. First come first serve is the way to do stuff.

Krall Bloodsword – Mesmer
Krall Peterson – Warrior
Piken Square

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Posted by: jia li ng.8415

jia li ng.8415

If Z equals one hour and x equals the number of issues that can addressed per hour then y should be the number of customers taken care of by one individual per day .. If the volume of incidence increases by M and W the number of customer service representatives remains constant, U the customer will begin to feel neglected because M/Zx-Wy becomes static .. or Nil ..
Operational overload is a poor excuse for not being able to transmit something that could be as easy as cut/paste link, provided allowances should be given for all information is entered correctly and no further investigation is necessary in which case a timely wait should be expected …
… and understandably every ticket is on a first come first serve basis, the money that pays for maintaining the operations of ArenaNet comes from us the consumer, furthermore it is with the customer base who are willing to maintain operations by investing for services or expansions or whatever that ArenaNet can meet or exceed their projected growth in fiscal years ahead.

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Posted by: Brother Grimm.5176

Brother Grimm.5176

Just to point out that how much money you have spent in the Gem store should have NO bearing on your Customer Support response times. The idea that how much you have spent there matters is something you have created in your own mind.

Is it possible your email is hacked and the hacker is deleting the responses? It happened to me (and I’m a 30 year veteran of PC support).

We go out in the world and take our chances
Fate is just the weight of circumstances
That’s the way that lady luck dances

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Posted by: jia li ng.8415

jia li ng.8415

I agree $3.00 a day for what will soon be ten years of Guild Wars / GuildWars2 gaming is nothing, frankly it’s about the best entertainment value around. I am not the only player that contributes to the Guild Wars Franchise, but imagine if you can only 100,000 players contributing an average of $3.00 a day over the past ten years, the “Billion” dollars is a significant number, it not about how much I spent, it’s about Customer Service.
A Veteran of PC Support would recognize that meeting the customers service issues is paramount to the growth and overall satisfaction of customer relations, and if there is an issue of prompt customer service within a company shouldn’t you hire more help?
My background is Customer Service for 43 years, I understand that customers get irritated, some just are mad at every thing, I am not mad, nor am I irritated, well perhaps, but that would be at myself for forgetting the stupid password in the first place, I know I wrote it down somewhere, but my photographic memory is analog not digital, and accessing that portion of my brain since my stroke has been a little more challenging.

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Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Here you go! https://forum-en.gw2archive.eu/forum/support/support/Checking-In/first#post4765334

Perhaps, this will offer you some small amount of solace.

Good luck.

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Posted by: jia li ng.8415

jia li ng.8415

Thank you Inculpatus .. I found the link offered a little comfort, so I guess it’s just sit back a wait, and wait, and wait … and by the time my minor issue is resolved I will be able to with any good fortune remember my passwords in the future … maybe next year I’ll be able participate in the Canthan New Year.

(edited by jia li ng.8415)

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Posted by: Brother Grimm.5176

Brother Grimm.5176

I in no way implied that Customer Service should not be a priority, just that the priority is what ticket gets issued first, not that you (or I) or any other player would get priority due to actually spending money in the gem store. It does not (and should not) work like that.

We go out in the world and take our chances
Fate is just the weight of circumstances
That’s the way that lady luck dances

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Posted by: jia li ng.8415

jia li ng.8415

Lost in translation, the complete jest is as follows:

It is not whether any player has made any contribution to the game whatsoever, and just by purchasing the game you become a member of the GuildWars/GuildWars2 community … My argument is with the “Billions” of revenue acquired what apparently has been overlooked was the value of the Customer Service.

… and I do say appearance, because I know and understand that tens of thousands of players have swamped the system with incident tickets. From what I have been able to discern ArenaNet is ramping up the resolution to everyone’s inquiry at this time.

Somehow this discussion got twisted into an issue of me and my overall investment seeking preferential treatment, allow me to restate my intent.

Waiting three weeks or what will now become four weeks to have any incident or issue resolved is quite unlike the fantastic Customer Service we used to enjoy from ArenaNet in the past when you could at best see your issue resolved in a matter of a day or two …

I hope I clarified myself succinctly enough to be marginally understood.

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Posted by: lordkrall.7241

lordkrall.7241

But that is just the thing:
The customer service is still exactly the same. But the volume is much higher and as such it is impossible for the exact same costumer service to provide the exact same service as they did when they had a much lower volume.

Unless they hire 20 extra people (which would then be required to be trained and such before they could do any real work) that they would later on need to fire there isn’t really much they can do.

Krall Bloodsword – Mesmer
Krall Peterson – Warrior
Piken Square

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Posted by: jia li ng.8415

jia li ng.8415

I seriously doubt that the number of incident tickets will be dropping to below its June ’05 numbers anytime if ever, and there are more than a thousand unemployed IT workers seeking a decent job, of those, the cream of top one hundred may apply for a position posted with ArenaNet, with barely any training.
Given the fact that resurgence of interest with an impending expansion placing another twenty full time Customer Service personnel would do nothing but shore up a sagging department. If a number of individuals hired show promising talent there would be no reason to lay-off or defer any to unemployment again … if what I see on the horizon for ArenaNet is true then being able to provide prompt Customer Service should always be of keen interest.

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Posted by: kemmibear.8193

kemmibear.8193

I 100% agree. My husband has been trying to get his account restored for over 2 weeks now. This company has the worse customer service I have ever encountered in my life.

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Posted by: jia li ng.8415

jia li ng.8415

Kemmibear … it is understandable to feel a little less than enthused with the Customer Service, but I think keeping in perspective the overwhelming amount of tickets received has been somewhere around two hundred thousand or more in the past three weeks and is expected to continue to rise exponentially in the future.
First, only submit one ticket … this will not bog down the system any more than it already is … send your updated replies on your ticket as soon as possible … your ticket will remain in the queue in the order received, which may not be any consolation but it may quicken the resolution …

Remember to breathe slowly and trust that ArenaNet is more than aware of this failure in logistics.

(edited by jia li ng.8415)

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Posted by: lordkrall.7241

lordkrall.7241

I seriously doubt that the number of incident tickets will be dropping to below its June ’05 numbers anytime if ever, and there are more than a thousand unemployed IT workers seeking a decent job, of those, the cream of top one hundred may apply for a position posted with ArenaNet, with barely any training.
Given the fact that resurgence of interest with an impending expansion placing another twenty full time Customer Service personnel would do nothing but shore up a sagging department. If a number of individuals hired show promising talent there would be no reason to lay-off or defer any to unemployment again … if what I see on the horizon for ArenaNet is true then being able to provide prompt Customer Service should always be of keen interest.

That is not how it works.

I could have worked 50 years in CS and still need to be trained for a new CS-role seeing as all of them might have different procedures, uses different systems and have different tools available. Sure, it might not require as much as a completely new person, but it would still require a week or two at the very least.

Yes, there might be a high number of tickets for a long time. But what if the number of tickets suddenly drops down to the levels they had before the announcement and sale? Then they would suddenly have lets say 50 people that won’t really have anything to do, due to there not being enough tickets to attend to.
They aren’t going to pay people for sitting around doing nothing after all.

Krall Bloodsword – Mesmer
Krall Peterson – Warrior
Piken Square

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Posted by: Brother Grimm.5176

Brother Grimm.5176

I just re-read your original post and see no “jest” in your claim that you have spent a lot of funds on the game. Why even go into the detail you did if you seriously don’t think the info should get you some special treatment?

All that aside, I don’t disagree that if you have been waiting for 4 weeks for Support, that is too long. Have you posted in the 7 days old support thread?

I seriously think the issue is that they had NO idea how much response they would get from the on-sale accounts and HoT announcement would get them this much influx of new and returning players and they likely still had the same sized Support staff available. Hopefully they are catching up by now.

We go out in the world and take our chances
Fate is just the weight of circumstances
That’s the way that lady luck dances

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Posted by: jia li ng.8415

jia li ng.8415

Since it has been one month and as I have waited patiently for this moment I can now submit my second request for my account password reset ... the new cycle of waiting begins yet again.

... and to address comments by lordkrall ... How wonderful it must be to be able to witness an issue before you and be unable to see. Of course it IS how it works, more growth, more success, more issues, more complaints, and the solution IS ... more customer service not just for the interim but in the future. In the future lordkrall would have us believe the nominal operations of customer service will not grow even as the consumer base grows two fold .. I guess you hope that it doesn’t grow and things get back to those good old days of yesteryear, but that’s not what will happen ... more players will have issues, treating this as a minor "hic-cup" now only prolongs the inevitable, but let us be blinded by your myopic vision, concede that growth in the consumer base won’t bring a rise in tickets needed to be addressed in a timely manner, that every player will show the patience to understand that their issue will be handled by a minimal staff, overworked, and under appreciated ... and just expect unusually long waits ...

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Posted by: Seera.5916

Seera.5916

Since it has been one month and as I have waited patiently for this moment I can now submit my second request for my account password reset … the new cycle of waiting begins yet again.

… and to address comments by lordkrall … How wonderful it must be to be able to witness an issue before you and be unable to see. Of course it IS how it works, more growth, more success, more issues, more complaints, and the solution IS … more customer service not just for the interim but in the future. In the future lordkrall would have us believe the nominal operations of customer service will not grow even as the consumer base grows two fold .. I guess you hope that it doesn’t grow and things get back to those good old days of yesteryear, but that’s not what will happen … more players will have issues, treating this as a minor “hic-cup” now only prolongs the inevitable, but let us be blinded by your myopic vision, concede that growth in the consumer base won’t bring a rise in tickets needed to be addressed in a timely manner, that every player will show the patience to understand that their issue will be handled by a minimal staff, overworked, and under appreciated … and just expect unusually long waits …

ArenaNet has a budget. One likely defined by NCSoft.

They get X amount of money to work with each year.

Part of it goes to the programmers who create the content. Part of goes to the group they have to play test. Part goes to the group who designs content for the Living Story and HoT. Part of goes to upper management (Colin, Mike, etc). Part of it goes to the gem store content creation team. Part of it goes to the site up keep (bandwidth, moderators, etc). Part of it goes to the Customer Service team.

They may be at the max number of CS agents they can have for the amount of money they can afford to give to CS. They may have asked NCSoft for more money or to borrow CS agents from a different division, but NCSoft may very well have turned them down. Because NCSoft has a budget as well.

Just because something is wanted or needed in a business, doesn’t mean you always get it. Because you have to prioritize your wants and needs in a business.

For example, I work retail and one of the department signs fell down in my store a year or so ago. It costs money to replace it. Money that we have to spend on other things. Like replenishing stock in our copy and print area. Or repairing equipment in the store. We can still direct people to the area. It takes longer since we can’t just say the name of the department. Yes, we’d love to replace it, but it’s not a high priority.

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Posted by: jia li ng.8415

jia li ng.8415

I completely understand the limited resources allowed to a department as trivial as Customer Service, and I completely agree that we should not be concerned with longer and longer wait times, frankly, if my issue ever gets resolved now has become a moot point. This is only one of my accounts and while a complete inconvenience being unable to access it, life goes on, and I can continue to play all my other accounts unimpeded.

Thankfully, Customer Service at the DMV improved . . .

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Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

As posted in the Sticky I referenced above, the CS Team has been expanded to help with the abundance of tickets due to the promotion and upcoming expansion. So, I’m not sure what the discourse concerning the size of the Team is about, but hopefully all those awaiting assistance will be helped very soon. =)

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Posted by: jia li ng.8415

jia li ng.8415

yes .. yes .. yes

I have been reading about all the “unanticipated” insurgence from new and returning players creating a multitude of tickets from the introduction to the “Heart of Thorns” announcement …

kind of like kicking a hornets nest then wondering why you’re getting stung …

funny how that works … didn’t see that coming

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Posted by: Seera.5916

Seera.5916

yes .. yes .. yes

I have been reading about all the “unanticipated” insurgence from new and returning players creating a multitude of tickets from the introduction to the “Heart of Thorns” announcement …

kind of like kicking a hornets nest then wondering why you’re getting stung …

funny how that works … didn’t see that coming

They likely knew people would return to the game following the announcement.

They underestimated how many of them would need support assistance.

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Posted by: jia li ng.8415

jia li ng.8415

I submitted my First ticket in the latter part of December and the Entire month of January has passed without resolution, I can say without a doubt that ArenaNet/NCSoft have lost touch with the meaning of Customer Service. At this point I have given up all hope that I will ever see this particular account of mine again. If by some remote chance I do receive an e-mail allowing a password reset I would probably have some type of cardio-event.

(edited by jia li ng.8415)

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Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

If the account you are seeking a password reset is a Guild Wars (One) account, then these forums are not the right place to seek help. The team that handles GW accounts is not the same team that handles Guild Wars 2 accounts. That team seems to be very small, and there is no 3-day or 7-day time allowance for such assistance. A month is unfortunate, but within the time limit they have allowed for support on that game, I believe.

Good luck.

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Posted by: GM Talon.8726

GM Talon.8726

Lead Game Master

Please review this thread that our Department Lead made on 2/4 regarding recent response times. Please keep in mind that there are thousands of y’all (with plenty more coming back after the recent expansion announcement) and only so many of us; we’re working to get everyone back in the game as quickly as we can while still ensuring that quality support is provided in each situation.

General info about delayed response times can be found here.

Tickets that have gone seven days or longer without any reply should be listed here.