Guild Wars 2

Like the posts before me, my support ticket requesting gem refunds ( #542538:Town Clothes, outfit refunds ) has not been attended to beyond the automated message I received. It was sent on April 15, shortly after the patch hit.

I realise there’s a lot of tickets to sift through, and that you’re all very busy there, but I have found many who’ve had their tickets attended to quite quickly and I’ve just been wondering about what’s going to happen with mine.

EDIT:
Got my refund! Thanks!

Ticket# 548300:Hacked Account
Put the support ticket in 2 days ago(day 3 of not being able to play) and since then have cleaned my pc and beefed all my securities. just wondering on the status of my request as I’ve had people tell me its taken less than a day for the same issue to be resolved. Any help/insight you could provide to me would be much appreciated

Hi I would like to know the status of my ticket it’s been 3 days

544110

Hello. I would like to know if there’s any updates on my ticket, #537422: Authenticator added without consent.

The staff was super helpful and I can access my account again after being hacked, but I replied asking for a rollback as several of my items were gone, as well as gold, laurel, karma, etc. I replied to the e-mail since none said “Final Response”

Should I submit another ticket?

Thank you!

Callanthas.5862:

Hello. I would like to know if there’s any updates on my ticket, #537422: Authenticator added without consent.

The staff was super helpful and I can access my account again after being hacked, but I replied asking for a rollback as several of my items were gone, as well as gold, laurel, karma, etc. I replied to the e-mail since none said “Final Response”

Should I submit another ticket?

Thank you!

Definitely do not send another ticket unless you want it to take longer to resolve.

From what I’ve heard rollbacks take a fair amount of time to process. If you remember what the last time you logged in where everything was normal, update your ticket with that info if you haven’t already mentioned that in any of your replies. Helps them find a good snapshot for the rollback.

Hi. I’m posting on behalf of my wife (tickets # 539659 + 553617). We haven’t heard anything since we responded with all the steps we’ve taken to reset the password. Is there any update on this issue?

Thanks for looking into this for us.

Hi, I’m just wondering if there is any help I can get on my ticket (#539979:Account Hacked, Password reset, armor/gold/items gone.) It’s been several days and other than being authorized a password reset, I haven’t gotten a reply as to the recovery of my items despite multiple email responses.

Thanks for helping me out

Ticket 544107 – “Regarding Linked GW1 and GW2 Accounts”; no response since I was told my “ticket was being forwarded to a member of the In-Game Support Team” on April 16th at ~8:55am

Can I get someone to take another look at my ticket 541571. I got the generic response of unable to replace item or items as you have requested. I would accept that if these were in-game items, however these were gem store purchases, which means that they were essentially purchased with real world money. I did not convert gold to gems to acquire them and if the items themselves cannot be returned, is it possible to get a gem refund.

I am waiting for my gem refund for 3 days now.

Ticket #549228

Waiting for a reply on my ticket for 4 days now. Ticket #544328

Ticket #544294

It’s been 4 days, still waiting..

#543132
4 days old.

ticekt #551646
3days already, thanks for attention

Hi, my support ticket (544072:Town Clothes Refund) sent on 16th April, hasn’t been addressed yet, it got forwarded to the according department but since then haven’t heard a thing and it’s been 4 days.

Can I get an update on it please?

My ticket number is: 543239 please help as soon as possible. I bought two of the same ascended trinkets on accident, I’d like to get one offensive and one defensive. Thank you.

Dear Gaile Gray, ticket 544279 was submitted five days ago.
I’ve yet to have my ticket resolved or have an agent reply on this matter.

Thank for your time.

Hello Gaile Gray, thank you for your time! My ticket number is #543365 and I submitted it about 6 days ago.
I received a very nice response from Hazel the day I submitted my ticket that it was being forwarded to a member of the Guild Wars 2 Support Team, but haven’t heard anything since then.

Thank for you checking each one of these for us.

hi. i followed up on a ticket on saterday 19/04/2014 as it was resolved but ran into a new problem so i replied to the email and its the 3rd day now since and no reply. i got a reply instantly asking sum questions about the account and i repl to those questions and no reply since ticket number is 170199

Hi, still no reply about my issues, 555948. Thanks

Following up on 545279, submitted April 16th. No reply yet except for an automated response.

I am waiting on a response to my ticket #544078. It has been 5 days since I submitted it. I think I have been rather patient.

Ticket number : 546815
Submited: 4/16/2014
Have not received an in game massage.

Everis.2517:

Ticket number : 546815
Submited: 4/16/2014
Have not received an in game massage.

You will receive a response through the email you provided to CS, not an in-game message.

538699

Been waiting for almost a week for a simple refund request for items we were told would be refunded, while others are getting helped within a few hours to a day.

All the information is sitting there in the ticket, there is nothing more I can provide. Even to the point of listing the costs for all the items and everything. Not sure why I am waiting so long for this simple refund.

Ticket #545851
Submitted on 4/16/2014

Ticket 549670
Submitted 4/17

Ticket 545986: Refund on Town Clothes
Submitted 4/16

Hello! I understand there’s a bunch of tickets to go through right now; I filed mine on the 16th and have not had a response since the initial one saying that it was going to be escalated.

Ticket number is 546320, was filed 4/16 about costume refunds.

Thanks!

Ticket 550150 refund of gems for town clothes, submitted 4 days ago. No word after the initial escalation, and honestly you guys should have expected this volume of requests after you completely changed a purchased item, so I’m not feeling very patient about it. Thanks for looking into it.

Ticket# 547006 :Banker golem lasted less than 1 week -has been resolved

Ticket 556236: Hacked AGAIN

Put up request for roll back and email address change on 19th April.

i would like to follow up on my ticket for refunds on extra gem store skins and town clothes its been 6 days already…… Ticket #546294 , ty

Ticket #553680 Refund of Town Clothes

Submitted Apr 18 2014

Number: #543736 No contact in the last 6 days regarding a refund for town clothes.
Thanks in advance.

Edit: To display ticket number correctly hopefully.

Pls help ticket #549714 haven’t got a reply from customer service. It been almost a week.

The ticket is about duplicate gem store item refund(costume and skin etc), could you look into it, thanks!

Hi, since I see others posting here might as well.
Ticket: 542151 ticket resolved! No longer need help

Ticket: 546893

Filed on 16th, regarding not receiving transmutation charges for pvp rank.

Ticket #: 546253
Refund of Duplicate Purchase of Gem Store Armor
Submitted 4/16

Hello.

Waiting for respond.
Ticket#: 552786
Last message from support – 18. 4. 2014

I would like to know the status of my ticket.
Ticket#: 546256
Filed on 4/16

Thank you

Haseus.8526
Ticket 557221 still unanswered. I know you guys are busy with the constant requests for gem refunds but my account was compromised and they took my stuff. I got back in after switching my password (after they changed it) and then the following day (after playing normally and getting my authenticator removed) You guys perm banned me for botting. Is there some way I can get an update or atleast a message saying someone has read it?

Ticket #546737, submitted the 16th for gem refunds on town clothes and duplicate skin purchases.

I’ve sent replies updating my ticket twice and received no communication since the original submission and no refund. Posted in another forum but didn’t realize this one was here, so I figured I should post to this one instead.

Hi! Ticket 555946:Account restoration. Automated response received on the 19th of April.

Sorry for being impatient, but I can’t wait to get my account restored so that I’m able to play this great game again

ticket #550688 4/17/2014 no response given.

• Your GW2 Username: Included in ticket.
• Your GW2 Display Name: KrazyKommie.3201
• Your serial code: Included in ticket.
• A character name, if any: [Redacted for security]
• A detailed description of the issue that you’re experiencing: Still have not heard any response from my Hacked Account Ticket after 3-4 days. Ticket Number 557095.
• Any error code that you are getting: None.

5 days, no response, ticket #549567, of hacked account

Gaile Gray.6029:

ATTENTION

As we have pointed out numerous times over the last week, duplicate-item and replacement-item refund requests are large in number and processing them is taking longer than 72 hours. We apologize for the fact that the queues are backed up, but please be assured that all requests will be reviewed and processed as quickly as possible. (Staff is working OT to try to reduce turn-around time.)

It’s not really relevant if someone got a refund more quickly than you. What matters is your refund. That matters to you and to us! We will continue to work around the clock to process your requests, and we ask for your continued patience as we do so.

The delay in processing refund requests is a known and admitted issue and this thread is intended for other purposes. Please do not post about item refund requests in this thread.

So where should we post then? I haven’t gotten a single notification after the “escalation” reply, and it’s been 6 days now. Are you saying that people who are waiting for their refund have no recourse but to just sit on our hands? Because things are slated to drop out of the gem store, and since the ONLY refund I can get is in gems, it actually does matter how long it takes for me to get those gems. If CS doesn’t care, who does?