Guild Wars 2

First off some back ground – I have played the gw franchise since 2006. I have never had any real problems with the game so had almost little to no contract with customer service for any major issues in all that time. Yet, I have seen many, many complaints about their customer service and have wondered. Well, I finally had a major, believe me, major problem, I contacted the customer service late on the 23rd of Nov (yes only a few days ago) and not only did they promptly let me know that they were working out the issue but they were working hard to resolve the issue. By today on the 27th GM Roxx had fixed it all. Not only that GM Roxx and Area net went, in my opinion, well and above to make the situation right. I understand that others may not have had the same type of experience but for me I am impressed with the level of service I received and believe that they should have the kudos they deserver from me. So to all those at Area net that helped resolve this sticky situation I wanted to thank you publicly.

Always good to hear these kinds of stories. I’ve always had great luck with customer service, although I have to admit that I’ve never had major problems either.

Glad to hear it, KKaelyn.

My experience with customer service has been positive as well. Glad it worked out for you.

same, very positive experience from support. Anet has a good support team working for them.

As ever, most people that are moved enough to post about CS on a forum are the ones who were not happy with the outcome so you don’t really get a balanced view.

For the most part, i have always received excellent service in any mmo i have played. The one thing Anet has over the others though, is that they communicate to you as a person, rather than the stilted, formal and over professional way most service agents do. That applies to both in game and forum support. It is refreshing and makes me more confident im dealing with decent, fair minded people.

My experiences with their support have been pretty good in general. Certainly FAR from the worst I have ever seen. Although that can be said about many support teams behind games nowadays.
Compared to the old days when mmorpgs didn’t even have a support at all, this is a dream. Some of the games I played 12-13 years ago didn’t actually have any way to contact them even with the most serious of problems. One of the things I do not miss for sure.

I’ll also chime in with my experiences with CS having been very positive. They seem to make it a priority.

I very seldom need to file a ticket but I’ve gotten good service every time. Usually everything’s resolved within a day or two after I file. The one exception was when the TP would not load for me, back in 2014, and it took a week — a week of them giving me constant attention, working hard to come up with fixes, and finally figuring out a work around that lasted until I got a new computer (my registry had gotten corrupted, so it was a good thing I was ready for a new machine regardless of these problems). The game was almost unplayable due to loot clogging my bags, so I really appreciated their untiring efforts and evident concern for me. (Don’t get cynical, the gem shop worked fine iirc, it was just the TP).

I remain a very satisfied customer.

I’d say for the most part I’ve always had good CS. Whenever I’ve had to submit a ticket I would have a response by the next morning and the problems would have a solution before the day came to a close. They’ve always been polite and prompt. Though there was one case back when their servers were all having massive lag issues. I had a dye saved in my guild bank worth ~700g that got consumed because of the lag issues. I tried moving it from guild bank to inventory by dragging and it disappeared. I couldn’t figure out where it went for a while until I realized it got consumed. After much debating and arguing that it was fault to their server issues they finally sent me a new dye.

I didn’t even want the dye in my palette and told them they could remove it but they told me they weren’t going to do that. Overall, they have some of the best CS I’ve experienced.