Guild Wars 2

I have played PC games since 20 years and although I have very rarely reached out to customer services before – I only do so when it was a legit reason to do so – I have never seen such a bad interaction… teaches me a lesson to stop supporting the game financially:(. Here is me reaching out for the first time to Anet after I panicked in-game:

Dear Support,

I wanted to use the new feature – 2 sigils on a 2-handed weapon – for the first time. My greatsword had the superior sigil of generosity on it and the 2nd slot was unused. I was excited to apply a second sigil to my 2-handed weapon, I doubled clicked my new sigil on the sword but instead of going automatically into the unused slot, it deleted and took the place of my superior sigil of generosity!! I had just purchased the sigil of generosity from the TP for 54g 5 minutes before this happened so you can see that my intent was not to replace that sigil at all!!

Please help me here, can you please either give me the superior sigil of generosity or the gold back? This was a mistake by both my excitement to use the new feature of 2 sigils and the automatic system for the sigil to replace the current occupied upgrade slot instead of automatically going to the unused slot! I have never requested help like this before, I made mistakes before and never contacted you for anything. I am one of those people who have 2 incinerators and don’t complain that now I can use the skin for any dagger anyways and could have saved myself 1 incinerator (it was my decision and I have to live with that). So please please help me out here!

I also supported the game with the gemstore by spending well over $1000 into the game, probably more than $2000. I am very desperately reaching out to you here!

Thank you for the consideration!!

Sincerely, a huge GW2 fan!

1 week later I get this:

Hello Gwen,

Thanks for contacting the Guild Wars 2 Support Team.

As a general rule, we are not able to replace items or currencies, and that is true in the case of the item that you have requested.

Please let us know if you have any other questions or concerns.

Regards,

GM *
Guild Wars 2 Support Team
http://support.guildwars2.com/

GG…

The first time I used the new 2nd sigil slot, I was careful to make sure that I knew where the sigil was going and I saw that I had to select the empty slot to avoid overwriting the first sigil. It should not do this but it’s a new function in the game and we all know that things don’t always work perfectly at first.

I also made it a point to double check transmutes under the old system, where you choose which skin, stats and upgrade to keep. It saved me many “oh kitten!” moments when just clicking through everything as quickly as possible would have been a horrible mistake.

I’m sure you can post in the “tickets for review” thread or update your ticket with a clearer explanation that it was your first time using the new slot system and you didn’t know what you were doing.

Do not, however, point out how much money you spent on the game in an attempt to get special treatment. The CS agent doesn’t care.

But that is just the thing.
They never DO fix player mistakes, simply because if they did, people would spam the support with requests of doing this and that, and it wouldn’t really work in the long run.

I also added a second sigil to a greatsword, and I would say it was rather clear where it was going to be placed (you had to actively select the slot).

To the first response: The reason why I mentioned how much I spent was not for special treatment. It was to show that I am not a whiner for every gold piece but that this was a legitimate concern and issue I had.

To the second response: That is not true! Even right now when I apply a second sigil, every time I do it, the default highlighted one is the first slot. So when I used this for the first time it was common sense to me: One slot was empty, apply sigil: double click… and I lost a 50g sigil… That was such bad design it actually felt like I was purposely set up for failure here…

So I guess my failure was to be overeager and use common sense whereas Anet is not only failing again with game design again but also refuse to make up for… well let’s call it a bug at best that cost me dearly…

No, common sense would mean checking which slot was selected.
One could think that they would have the empty one selected by default, but assuming that to be the case without even checking isn’t really their fault.

It is their fault for such bad game design… was it partly my mistake for being overeager in assuming competency on their end? Sure… thats why I contacted customer service for something called assistance… will never do that again now…

They gave you your ruling, which was they won’t replace items and currencies. Which has always been the rule. This was not bad design. This was someone not taking the keystrokes needed to do it properly.

Be careful in the future.

So if they implement a glitch that the next time you log into the game, all your items are gone, they won’t replace them either? Too bad, it’s their policy?

Has anyone ever worked in customer service? You all need to learn what that means… I work for a large company and trust me, the customer is always right! The things we do for customers is beyond any of your imaginations… This was a very simple request, not asking much at all! But whatever, at least I know where to take my business now…

And yes I will be very careful now, from now on I need to stress out about everything I do in the game… it’s a game after all, it’s meant to require total focus and cause stress because people already have too much fun at work… sounds legit.

GwenogJones.8094:

So if they implement a glitch that the next time you log into the game, all your items are gone, they won’t replace them either? Too bad, it’s their policy?

If you can’t see the difference between a GLITCH and a mistake made by the player I don’t really think you would be able to understand the whole reasoning behind them not repaying you the gold either.

I think you need to take a breath of fresh air and go outside. There is a difference between a glitch and user error. This was user error. not a glitch. your example is void.

Also. the ‘you never worked in customer service’ blah blah blah. I have worked in customer service for 10 years in retail, where the customer is right, when they are not the ones causing the issue. So under your example, customer can clearly break things and blame you for their fault in breaking it.

That phrase has limitation. Anet can’t be holding everyone’s hand when they make a mistake. This is a mmo. Do you know how back logged their CS dept would be if they allowed infinite do overs? No tickets would be answered at all cause they would be so swamped with ‘I deleted my favorite dagger, even though I typed the name in the delete bar and clicked enter. ITS YOUR FAULT FOR NOT GIVING ME WARNING!’

Seriously. Common sense goes a long ways. If you want someone to hold your hand, maybe you need a different game to play.

It’s been a while since I’ve socketed anything, but I seem to remember that there is a warning box that asks “Are you SURE you want to replace the Sigil of Kind of Awesome with the Sigil of Super Awesome?”.

GwenogJones.8094:

~~~snip~~~

So let me get this straight. You made a huge mistake. You admit to making such mistake. Then you go on to blame Anet for your mistake, and threaten to never support them again if you don’t get your mistake fixed?

We all make mistakes. The only thing you can do is learn from them. Maybe next time you’ll slow down and look at what you’re doing before clicking the button.