Guild Wars 2

I have been directly lied to within a response to a ticket, and can show it to be a lie as well as inflammatory in its assumptions.

Who do I contact to address the matter, and how?

You can update your ticket with further information. Or if you feel you have received a final answer to your issue and you are unhappy with the response you can post your ticket number for review with a short description of the issue here:

https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1/

JustTrogdor.7892:

You can update your ticket with further information. Or if you feel you have received a final answer to your issue and you are unhappy with the response you can post your ticket number for review with a short description of the issue here:

https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1/

This response does not answer my concern.

The ticket is not closed as far as I am aware, but the response did not address my issue, and included fabrications within the response, that I can prove. How does one escalate the matter to actually ensure an appropriate response. The forum rules state I cannot post to the link you have provided until after three days. I would like to know what ANet intends to do to address the fact that their employees are either deliberately or through ignorance lying to the customers in responses?

I would have been happy to address this matter in a less public manner, but they have taken steps to make that impossible.

SephanthSun.5816:

JustTrogdor.7892:

You can update your ticket with further information. Or if you feel you have received a final answer to your issue and you are unhappy with the response you can post your ticket number for review with a short description of the issue here:

https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1/

This response does not answer my concern.

The ticket is not closed as far as I am aware, but the response did not address my issue, and included fabrications within the response, that I can prove. How does one escalate the matter to actually ensure an appropriate response. The forum rules state I cannot post to the link you have provided until after three days. I would like to know what ANet intends to do to address the fact that their employees are either deliberately or through ignorance lying to the customers in responses?

I would have been happy to address this matter in a less public manner, but they have taken steps to make that impossible.

Like I said you can respond to your ticket and request further review. Also tickets that appear to not have a satisfactory resolution can indeed be posted in the thread I linked. Here is a quote from the OP in that thread:

This thread may also be used when you have questions about the resolution of a ticket, although please keep in mind that agents use care in responding and it’s very seldom that an appeal here will result in a different outcome.

Unless the ticket is actually closed it is better to just reply and explain that there might have been misunderstandings than to bring it up here. Especially since no one here can do anything (and since we don’t know the whole story we can’t really comment much on it either).

JustTrogdor.7892:

SephanthSun.5816:

JustTrogdor.7892:

You can update your ticket with further information. Or if you feel you have received a final answer to your issue and you are unhappy with the response you can post your ticket number for review with a short description of the issue here:

https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1/

This response does not answer my concern.

The ticket is not closed as far as I am aware, but the response did not address my issue, and included fabrications within the response, that I can prove. How does one escalate the matter to actually ensure an appropriate response. The forum rules state I cannot post to the link you have provided until after three days. I would like to know what ANet intends to do to address the fact that their employees are either deliberately or through ignorance lying to the customers in responses?

I would have been happy to address this matter in a less public manner, but they have taken steps to make that impossible.

Like I said you can respond to your ticket and request further review. Also tickets that appear to not have a satisfactory resolution can indeed be posted in the thread I linked. Here is a quote from the OP in that thread:

This thread may also be used when you have questions about the resolution of a ticket, although please keep in mind that agents use care in responding and it’s very seldom that an appeal here will result in a different outcome.

This still doesn’t address my concern.

I have responded to the received response from them, but I have been given no option on escalating the matter to address the fact that the original response was fabricated.

Your response to my concern that customer service has deliberately lied in response to my ticket is to send it back to customer service; this is not an appropriate action to take as it is directly contradictory to itself.

The link you posted and the quote from said link states that the ticket must have been 3 days old, and it does not indicate that it is in any way escalated to address the matter of being lied to in response to my concerns.
“… questions about the resolution of a ticket … " [sic] indicates that the resolution should be in question, and I have received neither resolution, nor an appropriate response to my ticket in the first place.

Although I will say that I appreciate that you have taken the time to view my post, your responses are not helpful to my initial inquiry in the least, and it appears to me that your posting are in direct relation to the title, which is limited to 45 characters, and not the actual content of my post.

I will reiterate, possibly in a more direct way, my original concern.

How do I escalate the matter when customer service has not responded to my ticket with steps towards resolution, but has instead responded with inflammatory and degrading assumptions, and/or direct falsehoods and fabrications.

I will not post publicly on a forum about the specifics of the incident, or provide examples or name names, as that would be both against the specific rules of conduct of this forum as I have read them, and would also be in poor taste. I have asked a specific question in the only forum made available to the player base to attempt to understand the systems in place to escalate a concern of specific employees of the company not providing the service they have been contracted to provide.

Okay, well myself and another have given you advice on how to deal with your issue. I’m sorry you didn’t find it helpful. Good luck with finding a resolution.

There is more than one person working in Customer Support.
If you are not content with the resolution and post in the supplied thread, it is very likely that another official will check it (that is rather standard procedure in those cases when it comes to CS, if people are unhappy with a resolution they are usually not sent to the same person again).

If you want the CS Team Lead (the man in charge) to look over your ticket, post it in the ‘Tickets for Review’ thread, whether it is 72 hours old or not. You would not be the first person to post there before 3 days (or 7 days when the title changes, but the OP does not), and if the Team Lead feels you must wait the suggested 72 hours, he just won’t respond until that amount of time has passed.

Good luck.

I see I had my title for this post altered. Noted.