Guild Wars 2

I had to wait a while to create this post so I had properly cooled off and could make it rationally. I’m going to apologise in advance for the length of the post.

Dear ANet

Your customer service has been quite frankly aweful with guild wars 2, and I will now highlight some of the reasons why.

1) You had a fantastic beta which went off without a hitch, however you had a poor launch with significant down time in the first week. The forums took along time to come up and the trading post is still not working correctly… for me the forum and trading post are significant parts of the service you should be providing and shows there was not adequate testing or preparation.

2) Your account restoration is appalling. There really is no other word to describe it. You post articles on Reddit stating you are restoring accounts in 48 hours and that is simply not true. Most people are waiting Significantly longer. Although its somewhat the customers fault for a security breach, the way in which account e-mails can be changed needs to be addressed!

3) Your stance on banning/exploiting is very strange. You seem to have no idea what you are doing. You ban the people that buy significant numbers of 21 karma weapons only to realise that you were wrong for this knee jerk reaction and you then force them to apologise to you to get their accounts back. However, people who brought 2k karma level 80s (about the same amount of karma it would take to get a decent level 80 from the 21 karma weapons using the Mystic forge) take no penalty. The worst issue was the making gold from cooking which you banned Kripp for, yet hundreds and possibly thousands of people got away with making a large sum of gold from this.

4) Lack of admin abilities. This is a huge one. ANet didnt implement a system to roll back individual characters? so if someone is exploiting or they have had their account stolen you cannot correct it? This is outrageous and is simply a utility that must be in every modern MMORPG. I know your working to rectify this, however it should have been done before release. The other issue is you can only deal 3 day bans or perma bans, why is there not a 1 day ban for minor infringements?

5) Class changes need to be rolled out faster. In beta you did make a few changes, particularly to the Engineer and Elementalist I remember. I’m sure you have excellent data mining tools in the game, and therefor I’m also sure you can see that some classes are simply not performing as well as others or are forced into using gimmicky builds. Your vision for the game where each class could perform every roll is absolutely fantastic, but the implementation isn’t quite there yet… please continue to work on it!

I’m sorry to complain, but I feel that this is justified and these feelings are shared by many

I hope that my feedback is read, and I hope that ANet will continue to improve the product and the customer service that comes with it over time rather than just sit on a huge pile of money.

The end

As the saying goes I feel ya dogg….I have played MMOs since before it was cool to play MMOs and have had some bad experiences of course over the years with customer service but nothing like this debacle they have created here. Specifically on your points 2 and 4…They admit and know there are many many bad people out there actively attempting to phish accounts and hacking every single day is going on…read the literally hundreds of horror stories just on these forums alone. I get hacked and they out right LIE to me…they send me an email saying No your account was not hacked but oh well we restored it? Why would you restore something that wasnt compromised Then log in and EVERYTHING is gone…even my Collectors edition items I PAID FOR and of course hundreds of hours of crafting materials..the list can go on and on…so of course I have to email back and say I beg to differ I absolutely was hacked and everything is gone…everything…immediate response…yea we know you are right but tough ####…we dont have the tools to replace anything so visit a Karma dealer to help your situation….really? Their entire customer service solution is visit a Karma NPC !!!! So needless to day I absolutely agree with your assessment to this point that given the state of technology out there today this companies complete and total lack of customer service and the ability to do even one small thing for vicitims of their security problems is apalling to put it mildly…I have seen and played FTP games lately with 1/100 th the budget of this game offer actual security and a simple roll back or account reset if you do happen to be victimized by these foreign hackers….but alas they see no need…they have your money….the root of the issue here is that since this is not a subscription game once they have your 79.95 they dont need to service you….you cant cancel something you paid for in advance….where as other games that actually provide service do so because if they dont they lose money…here they say yea we know…tough luck…visit your local KArma dealer and all is well….NOT !!!!

The biggest issue i see is the fact they don’t have any system for the customers as far as a rollback feature. While they state they dont have the feature… how did they rollback those that exploited the karma bug… i just dont get it. And to top it all off is the fact that customer service is all robots you’ll never have an actual conversation with someone who isn’t copy + pasting 99% of the text you receive.

They Didn’t roll back the Karma mistake, as part of the conditions of regaining access to your account again you had to delete all the items you made in the mystic forge or any mats you gained from salvaging.

This had to be done after you had apologised to ANet and were unbanned and on your first login.

I really don’t want to be mean to ANet, but I just hope that some of the people higher up might get a glimpse of what the general customer is experiencing. GW2 has potential and without feedback its impossible to reach it.

User was infracted for this post.

WTF is this? The post lists many things that are definitely needed and didn’t do so in a totally irrational way. Why was there an infraction for it?

Customer support is horrible in this game. Just garbage. anet is hiding a phone number, I’m assuming due to the volume of people with account issues. Nothing worse than being locked out of your hacked account you paid for, having support on their time schedule, not yours, and while you wait they tell you it’s your fault for not have a password that looks like ij3jd390jd2908j2980j1jjsanoioiq0984.

Oh, no they have a system that rolls back characters. It’s after you have completed an area, you log out to only log in the next day after you were booted from these servers andfind you have to do what you just did all over again because of their ‘random feature roll back’ system. You don’t know when exactly it will happen, but rest assured, it does and will. I’ve had two guild mates complain about it (one also being my wife this morning of several hours lost because of this) and nothing will be done to correct it.

Fail company is fail.