Does anyone work at support for GW2?

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Loviatrix.1589

Loviatrix.1589

My friend and I are trying to come back to game after a year. He is having trouble accessing his account. He put in a ticket last night and sent a follow up email early today.

He has had no response all day….

What is the usual wait time, does anyone know?

Sincerely,

Frustrated!

Terrible customer support and no contact info whatsoever!

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Well, your friend kicked himself to the back of the queue if he sent in another ticket, rather than updating his original one.

He should have received an almost immediate ‘Thank you for your request’ email, acknowledging his submission. If not, he can peruse this Knowledge Base article and follow the helpful tips.

https://help.guildwars2.com/entries/64124056-Problems-Receiving-Guild-Wars-2-E-mails

If he did receive the acknowledgment email, response time can take up to 72 -96 hours. If that amount of time has passed with no further response, you can post his ticket number in the Sticky, ‘Tickets for Review 3 Days and Older’, and someone will check into his request.

Good luck.

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Posted by: Ellieanna.5027

Ellieanna.5027

The ticket number you received and their email is their contact information. So yes, you have their contact information. Also, updating the ticket can also the response if an agent hasn’t responded yet. This isn’t instant support.

And before you quote other companies. I have had a ticket in with Blizzard for 5 missing items, it’s been in their queue for 3 days, their average wait time is 5 days, and they removed live chat and phone support. Anet’s system is really good, especially when you can post your ticket number in the thread if it hits the 3-4 day mark with 0 contact from Anet (outside the automated thanks for submitting a ticket message).

I’m a Moose, a ginger moose even.

Does anyone work at support for GW2?

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Posted by: Seriadon.4708

Seriadon.4708

It is my account Lovi was referring to. An automated ticket request is not contact information, it takes much searching to find their phone number or email addresses. Who was quoting other companies? Nobody but you… so why bring it up? Leaving people no other way to resolve their issues other then a ticket request is not a good customer service experience. It leaves people feeling like their business is unappreciated and their issues unimportant, especially when it takes over 24 hours to get more then an automated response.

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Rip Van Winkle.4859

Rip Van Winkle.4859

Get used to waiting and if you can log on the forums then just what is the issue? Most companies it is 24-72 hours so sad to say you Wait.

If you can log on these forums then you can log on the game it is the same INFO.

(edited by Rip Van Winkle.4859)

Does anyone work at support for GW2?

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Posted by: Seriadon.4708

Seriadon.4708

Yes I realize that its the same info, my issue was just resolved. Hence why i can post now.. but not when Lovi made the original post.

Does anyone work at support for GW2?

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Posted by: Rip Van Winkle.4859

Rip Van Winkle.4859

Then maybe you shouldn’t Blame customer support but Blame your self. Really I find it very sad that people expect instant service. But I guess you would go to a fast food place and expect your food ready and on the table before you even order it.

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Seriadon.4708

Seriadon.4708

I wasn’t expecting instant service, Lovi’s post was about 24 hours after my ticket was sent in. I do blame myself for my issue, you dont see me crying that its their fault for not being able to log in. Nope thats all me, however it was their lack of any kind of response outside of an automated “we got your request” email, and the time it took to hear anything back.

To use your analogy, would you be happy going to a restaurant, order your food.. and not get it for 36 hours without ever seeing a server again, or hearing from the chef/proprietor?

I find it sad that people have the “get used to it” mentality and accept sub-par customer service. Come on people… you or someone close to you spent money so you can be here. Yes, you should expect good communication/customer service. That’s the basis for good business

(edited by Seriadon.4708)

Does anyone work at support for GW2?

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Posted by: Ellieanna.5027

Ellieanna.5027

I wasn’t expecting instant service, Lovi’s post was about 24 hours after my ticket was sent in. I do blame myself for my issue, you dont see me crying that its their fault for not being able to log in. Nope thats all me, however it was their lack of any kind of response outside of an automated “we got your request” email, and the time it took to hear anything back.

To use your analogy, would you be happy going to a restaurant, order your food.. and not get it for 36 hours without ever seeing a server again, or hearing from the chef/proprietor?

I find it sad that people have the “get used to it” mentality and accept sub-par customer service. Come on people… you or someone close to you spent money so you can be here. Yes, you should expect good communication/customer service. That’s the basis for good business

You’re comparing exact numbers. And you aren’t looking at the whole picture. You’re example was just you ordered and that was it.

If you ordered and the entire restaurant was full and (as it’s been posted on the forums in numerous places) the support liaison as stated things are slower then normal, (so with your example, the manager going around letting people know that it’s slower then normal) and you could actually see it’s busy. Would you still be upset you weren’t getting your food in 15 minutes?

Basically, the support liaison has stated things are slower then normal, and they are working to correct it, they can’t tell individual tickets because they takes a person to send that out, which would still slow things down. But the person who manages the forums lets people know via the forums. You forgot your information, and had to submit a ticket. Think about ALL the other people in the same boat, on top of all the hacked accounts plus all the other account issues that people need help with. On top of the tickets that really shouldn’t be created that still have to be handled.

You bought the game, you couldn’t play, you created a ticket, and it was answered in the less then 72 hour time frame they say it will get answered (hence the forum sticky created for no response after 72 hours). That is the goal, and they beat it, so yeah, it’s not sub-par, they never said that they would answer in less then 24. You felt it was sub par because it wasn’t at the speed you wanted.

I’m a Moose, a ginger moose even.

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: pdavis.8031

pdavis.8031

I wasn’t expecting instant service, Lovi’s post was about 24 hours after my ticket was sent in. I do blame myself for my issue, you dont see me crying that its their fault for not being able to log in. Nope thats all me, however it was their lack of any kind of response outside of an automated “we got your request” email, and the time it took to hear anything back.

To use your analogy, would you be happy going to a restaurant, order your food.. and not get it for 36 hours without ever seeing a server again, or hearing from the chef/proprietor?

I find it sad that people have the “get used to it” mentality and accept sub-par customer service. Come on people… you or someone close to you spent money so you can be here. Yes, you should expect good communication/customer service. That’s the basis for good business

To get a response, and a fix within 72 hours of submitting a ticket is actually a really quick response. I’ve submitted tickets for other products with other companies for support, and have waited weeks to hear any kind of response. During the time that I’ve had to wait, I’ve been able to find a solution and fix the problem myself.

Also, contacting Anet directly, via phone, isn’t going to get you to support. At the most it will be to the front desk, where you will be told to submit a ticket.

It’s not “sub-par” customer service. All my dealings with them have been resolved quickly, and efficiently. However, since your issue has been resolved, this thread can now be closed.

“You know what the chain of command is?
It’s the chain I beat you with until you
recognize my command!”

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Rip Van Winkle.4859

Rip Van Winkle.4859

It is my account Lovi was referring to. An automated ticket request is not contact information, it takes much searching to find their phone number or email addresses. Who was quoting other companies? Nobody but you… so why bring it up? Leaving people no other way to resolve their issues other then a ticket request is not a good customer service experience. It leaves people feeling like their business is unappreciated and their issues unimportant, especially when it takes over 24 hours to get more then an automated response.

First you post this then try to make it like you don’t expect instant service. Sorry this is the real world. If you needed to post this little tantrum it shows me a lot.
Enjoy the Game.

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Seriadon.4708

Seriadon.4708

I wasn’t expecting instant service, Lovi’s post was about 24 hours after my ticket was sent in. I do blame myself for my issue, you dont see me crying that its their fault for not being able to log in. Nope thats all me, however it was their lack of any kind of response outside of an automated “we got your request” email, and the time it took to hear anything back.

To use your analogy, would you be happy going to a restaurant, order your food.. and not get it for 36 hours without ever seeing a server again, or hearing from the chef/proprietor?

I find it sad that people have the “get used to it” mentality and accept sub-par customer service. Come on people… you or someone close to you spent money so you can be here. Yes, you should expect good communication/customer service. That’s the basis for good business

To get a response, and a fix within 72 hours of submitting a ticket is actually a really quick response. I’ve submitted tickets for other products with other companies for support, and have waited weeks to hear any kind of response. During the time that I’ve had to wait, I’ve been able to find a solution and fix the problem myself.

Also, contacting Anet directly, via phone, isn’t going to get you to support. At the most it will be to the front desk, where you will be told to submit a ticket.

It’s not “sub-par” customer service. All my dealings with them have been resolved quickly, and efficiently. However, since your issue has been resolved, this thread can now be closed.

I’m sorry to hear your cs experiences in this and other games took so long. My experiences haven’t been the same, nor is it how i treat my clients (agreed its not the same kind of business). Which is why I consider this one to be below standard at best.

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Seriadon.4708

Seriadon.4708

It is my account Lovi was referring to. An automated ticket request is not contact information, it takes much searching to find their phone number or email addresses. Who was quoting other companies? Nobody but you… so why bring it up? Leaving people no other way to resolve their issues other then a ticket request is not a good customer service experience. It leaves people feeling like their business is unappreciated and their issues unimportant, especially when it takes over 24 hours to get more then an automated response.

First you post this then try to make it like you don’t expect instant service. Sorry this is the real world. If you needed to post this little tantrum it shows me a lot.
Enjoy the Game.

Where did I state i wanted instant service? Where did I throw a tantrum? I stated facts and responded civilly to peoples comments. I was stating that lack of communication via cs and the lack of contact information on their site are bad business decisions to make. If you don’t like my point of view, I’m sorry. However I do have a right to it without being told I’m throwing tantrums or expecting instant service when I’m not.

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: pdavis.8031

pdavis.8031

I wasn’t expecting instant service, Lovi’s post was about 24 hours after my ticket was sent in. I do blame myself for my issue, you dont see me crying that its their fault for not being able to log in. Nope thats all me, however it was their lack of any kind of response outside of an automated “we got your request” email, and the time it took to hear anything back.

To use your analogy, would you be happy going to a restaurant, order your food.. and not get it for 36 hours without ever seeing a server again, or hearing from the chef/proprietor?

I find it sad that people have the “get used to it” mentality and accept sub-par customer service. Come on people… you or someone close to you spent money so you can be here. Yes, you should expect good communication/customer service. That’s the basis for good business

To get a response, and a fix within 72 hours of submitting a ticket is actually a really quick response. I’ve submitted tickets for other products with other companies for support, and have waited weeks to hear any kind of response. During the time that I’ve had to wait, I’ve been able to find a solution and fix the problem myself.

Also, contacting Anet directly, via phone, isn’t going to get you to support. At the most it will be to the front desk, where you will be told to submit a ticket.

It’s not “sub-par” customer service. All my dealings with them have been resolved quickly, and efficiently. However, since your issue has been resolved, this thread can now be closed.

I’m sorry to hear your cs experiences in this and other games took so long. My experiences haven’t been the same, nor is it how i treat my clients (agreed its not the same kind of business). Which is why I consider this one to be below standard at best.

Oh, maybe I wasn’t clear. My experiences with CS on this game has been far above excellent. Responses were quick, and resolutions have come, in some cases, within 24 hours.

Some of my other dealings with CS on other products, not necessarily games, has been god awful at best. In one case, a paticular issue took several months to get resolved. They even tried to tell my that the issues on the account were my fault.

Even so, having a dealine of 72 hours, is not unreasonable. A dealine that is met at least 90% of the time, and if not, a means to get fast attention to the ticket and resolved are readily available.

“You know what the chain of command is?
It’s the chain I beat you with until you
recognize my command!”

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Seriadon.4708

Seriadon.4708

I wasn’t expecting instant service, Lovi’s post was about 24 hours after my ticket was sent in. I do blame myself for my issue, you dont see me crying that its their fault for not being able to log in. Nope thats all me, however it was their lack of any kind of response outside of an automated “we got your request” email, and the time it took to hear anything back.

To use your analogy, would you be happy going to a restaurant, order your food.. and not get it for 36 hours without ever seeing a server again, or hearing from the chef/proprietor?

I find it sad that people have the “get used to it” mentality and accept sub-par customer service. Come on people… you or someone close to you spent money so you can be here. Yes, you should expect good communication/customer service. That’s the basis for good business

You’re comparing exact numbers. And you aren’t looking at the whole picture. You’re example was just you ordered and that was it.

If you ordered and the entire restaurant was full and (as it’s been posted on the forums in numerous places) the support liaison as stated things are slower then normal, (so with your example, the manager going around letting people know that it’s slower then normal) and you could actually see it’s busy. Would you still be upset you weren’t getting your food in 15 minutes?

Basically, the support liaison has stated things are slower then normal, and they are working to correct it, they can’t tell individual tickets because they takes a person to send that out, which would still slow things down. But the person who manages the forums lets people know via the forums. You forgot your information, and had to submit a ticket. Think about ALL the other people in the same boat, on top of all the hacked accounts plus all the other account issues that people need help with. On top of the tickets that really shouldn’t be created that still have to be handled.

You bought the game, you couldn’t play, you created a ticket, and it was answered in the less then 72 hour time frame they say it will get answered (hence the forum sticky created for no response after 72 hours). That is the goal, and they beat it, so yeah, it’s not sub-par, they never said that they would answer in less then 24. You felt it was sub par because it wasn’t at the speed you wanted.

That wasn’t my example, it was from someone else. I just reworded theirs. But to answer you, honestly, if I pull up to a restaurant (being quite hungry in this instance) and the wait to be seated is longer then I like, I go elsewhere. If I was seated in a decent amount of time (say 15-20 minutes) but it took an extraordinary amount of time to get my food to me, then I would be able to talk to the service staff to voice my concerns. Yet again, going elsewhere if things aren’t resolved in a timely manner. Now these don’t really apply here because nobody else is serving up GW2, so if I wish to play GW2 again I cant just go elsewhere.

As for taking 3 days not being sub-par, I disagree. I have never had issues take longer then 24 hours to resolve with any other developer/publisher. Never mind taking 36 hours before even getting more contact then auto response when I requested the ticket. That’s why I feel the service isn’t good.

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Seriadon.4708

Seriadon.4708

I wasn’t expecting instant service, Lovi’s post was about 24 hours after my ticket was sent in. I do blame myself for my issue, you dont see me crying that its their fault for not being able to log in. Nope thats all me, however it was their lack of any kind of response outside of an automated “we got your request” email, and the time it took to hear anything back.

To use your analogy, would you be happy going to a restaurant, order your food.. and not get it for 36 hours without ever seeing a server again, or hearing from the chef/proprietor?

I find it sad that people have the “get used to it” mentality and accept sub-par customer service. Come on people… you or someone close to you spent money so you can be here. Yes, you should expect good communication/customer service. That’s the basis for good business

To get a response, and a fix within 72 hours of submitting a ticket is actually a really quick response. I’ve submitted tickets for other products with other companies for support, and have waited weeks to hear any kind of response. During the time that I’ve had to wait, I’ve been able to find a solution and fix the problem myself.

Also, contacting Anet directly, via phone, isn’t going to get you to support. At the most it will be to the front desk, where you will be told to submit a ticket.

It’s not “sub-par” customer service. All my dealings with them have been resolved quickly, and efficiently. However, since your issue has been resolved, this thread can now be closed.

I’m sorry to hear your cs experiences in this and other games took so long. My experiences haven’t been the same, nor is it how i treat my clients (agreed its not the same kind of business). Which is why I consider this one to be below standard at best.

Oh, maybe I wasn’t clear. My experiences with CS on this game has been far above excellent. Responses were quick, and resolutions have come, in some cases, within 24 hours.

Some of my other dealings with CS on other products, not necessarily games, has been god awful at best. In one case, a paticular issue took several months to get resolved. They even tried to tell my that the issues on the account were my fault.

Even so, having a dealine of 72 hours, is not unreasonable. A dealine that is met at least 90% of the time, and if not, a means to get fast attention to the ticket and resolved are readily available.

Unfortunately in my case (I was unable to log in) there are no other options outside of the initial ticket request I could take. Making another ticket sends you to the end of the queue, and you can’t post on the forum without logging in, which I couldn’t do without buying another copy of GW2 and registering it to just be able to post. Hence why we were so frustrated at the lack of contact information and communication.

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: pdavis.8031

pdavis.8031

I wasn’t expecting instant service, Lovi’s post was about 24 hours after my ticket was sent in. I do blame myself for my issue, you dont see me crying that its their fault for not being able to log in. Nope thats all me, however it was their lack of any kind of response outside of an automated “we got your request” email, and the time it took to hear anything back.

To use your analogy, would you be happy going to a restaurant, order your food.. and not get it for 36 hours without ever seeing a server again, or hearing from the chef/proprietor?

I find it sad that people have the “get used to it” mentality and accept sub-par customer service. Come on people… you or someone close to you spent money so you can be here. Yes, you should expect good communication/customer service. That’s the basis for good business

To get a response, and a fix within 72 hours of submitting a ticket is actually a really quick response. I’ve submitted tickets for other products with other companies for support, and have waited weeks to hear any kind of response. During the time that I’ve had to wait, I’ve been able to find a solution and fix the problem myself.

Also, contacting Anet directly, via phone, isn’t going to get you to support. At the most it will be to the front desk, where you will be told to submit a ticket.

It’s not “sub-par” customer service. All my dealings with them have been resolved quickly, and efficiently. However, since your issue has been resolved, this thread can now be closed.

I’m sorry to hear your cs experiences in this and other games took so long. My experiences haven’t been the same, nor is it how i treat my clients (agreed its not the same kind of business). Which is why I consider this one to be below standard at best.

Oh, maybe I wasn’t clear. My experiences with CS on this game has been far above excellent. Responses were quick, and resolutions have come, in some cases, within 24 hours.

Some of my other dealings with CS on other products, not necessarily games, has been god awful at best. In one case, a paticular issue took several months to get resolved. They even tried to tell my that the issues on the account were my fault.

Even so, having a dealine of 72 hours, is not unreasonable. A dealine that is met at least 90% of the time, and if not, a means to get fast attention to the ticket and resolved are readily available.

Unfortunately in my case (I was unable to log in) there are no other options outside of the initial ticket request I could take. Making another ticket sends you to the end of the queue, and you can’t post on the forum without logging in, which I couldn’t do without buying another copy of GW2 and registering it to just be able to post. Hence why we were so frustrated at the lack of contact information and communication.

I can understand that. But as I said ealier, without any over the phone support, all you would be able to get is the front desk, which would then tell you to submit a ticket.

Running any type of live support gets to be very costly. As said before, there is no subscription fees, and all the income comes from gems sales and box sales. So in order to reduce operating costs, they implemented the ticket system for any and all support issues. Yes it can be frustration not being able to communicate live with someone, however they still are able to find solutions to most problems in a reasonable amount of time (within 3 days), and in some cases that very day. (As with my issue).

So for a free to play game, (as in no subs, no pay to win, etc.) having recieved such a quick response (36 hours if I remember is what you said) and solution is actually pretty good. If they were to implement phone, or other live support, you could reasonably expect box prices to increase, cost of gems for real money increase, gem store prices to increase, a removal of gold to gems conversion, and possibly a subscription fee, all just to cover the convience of being able to chat, or talk live to someone to get an issue resolved.

“You know what the chain of command is?
It’s the chain I beat you with until you
recognize my command!”

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: Rip Van Winkle.4859

Rip Van Winkle.4859

It is my account Lovi was referring to. An automated ticket request is not contact information, it takes much searching to find their phone number or email addresses. Who was quoting other companies? Nobody but you… so why bring it up? Leaving people no other way to resolve their issues other then a ticket request is not a good customer service experience. It leaves people feeling like their business is unappreciated and their issues unimportant, especially when it takes over 24 hours to get more then an automated response.

First you post this then try to make it like you don’t expect instant service. Sorry this is the real world. If you needed to post this little tantrum it shows me a lot.
Enjoy the Game.

Where did I state i wanted instant service? Where did I throw a tantrum? I stated facts and responded civilly to peoples comments. I was stating that lack of communication via cs and the lack of contact information on their site are bad business decisions to make. If you don’t like my point of view, I’m sorry. However I do have a right to it without being told I’m throwing tantrums or expecting instant service when I’m not.

Read your Post. If this was a Paid for service as in a subscription then maybe you could have a fault with CS. But since it is not paid you really were off base here.
Now I am happy you got your Issues worked out. But there was no lack of CS to you that every one else doesn’t go through. I am sad you think you are special here. I may not agree with what CS says all the time but getting tickets responded to has not been any problem.

Does anyone work at support for GW2?

in Account & Technical Support

Posted by: mtpelion.4562

mtpelion.4562

Unless you’re willing to bankroll the salary of an employee to sit there and wait for you to call them, waiting on a ticket is the way it has to be done.

This isn’t a restaurant where there is 1 employee for every 5-10 customers. This is a B2P MMO where you’ve got a handful of support staff dealing with tickets from hundreds of thousands to millions of customers.

Considering the scale, 72 hours is more than reasonable.

Server: Devona’s Rest

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Posted by: GM Talon.8726

GM Talon.8726

Lead Game Master

Issue that this thread was created about has been resolved. Closing.