Guild Wars 2

Looking at the new site, I see basically nothing more than a wall preventing support.

In fact, it would appear that Arenanet is striving very hard to completely remove a players ability to report another player in situations which arise that the in-game reporting tool fails to address the issue (not that anyone pays attention to in-game reports).
While it is still possible to file a violation report, you sure have buried it well.

Gaile Gray.6029:

Neural.1824:

Looking at the new site, I see basically nothing more than a wall preventing support.

In fact, it would appear that Arenanet is striving very hard to completely remove a players ability to report another player in situations which arise that the in-game reporting tool fails to address the issue (not that anyone pays attention to in-game reports).
While it is still possible to file a violation report, you sure have buried it well.

We have team members assigned 24/7/365 to player in-game reports. On a normal day, 100 or more players are actioned for everything bad names to nasty chat to cheating. On an abnormal day, action may be taken on literally hundreds of accounts.

No one — No one! — is ignoring in-game reports. And in-game reports have people assigned specifically to them, so they often are acted upon within minutes.

I simply call bull on this statement.

My old server Kaening had a WvW troll on it who was famous for shutting down WvW with trolling. Every person on the server who had even the most casual connection with WvW knew of him.

I personally reported him dozens of times along with my guild. I also know that he was reported over and over again by numerous server members to no avail.

Night after night he would come into WvW calling people names and trolling all night long basically non stop.

LOL he even came onto the forums numerous times telling us he couldnt be banned. Well he was right, he was never banned. I don’t care what Anet says, there is no and i mean nobody watching reports about trolling. Make claims all you want Anet I know as a daily player since launch that nobody but botters is getting banned.

Whoever is watching these supposed mods might want to actually double check their workers work because they do not ban people over repeated day in and day out trolling.

We all transferred servers thankfully. Kinda messed up that transferring is the only solution to avoiding harassment.

@Godmoney: To some degree I agree with you (that not everything is properly addressed). One example is a character name I’ve reported numerous times, the first being months ago. I’ve used the in-game tool and via a ticket, which included a link to their naming policy. The name violates the clearly described “Reference real-life people” and yet it remains; the name is even in Gaile’s inbox!

One thing I have little confidence in is, similar to what you mentioned, how they handle harassment/griefing. Especially when it comes to people dropping items on NPCs (think box-o-fun and the mini sanctum model) not to mention mesmers dropping portals on NPCs to get people to misclick. Out of all the open space in the world, there’s no need to drop them on NPCs and it makes a pretty clear case, especially with screenshots. Oh well, what can you do?

Remember community team, in psychology there’s a type of operant conditioning called reinforcement; if people aren’t punished for doing bad things, they’ll simply continue doing them because they know they can get away with it.

Gaile Gray.6029:

We have team members assigned 24/7/365 to player in-game reports. On a normal day, 100 or more players are actioned for everything bad names to nasty chat to cheating. On an abnormal day, action may be taken on literally hundreds of accounts.

No one — No one! — is ignoring in-game reports. And in-game reports have people assigned specifically to them, so they often are acted upon within minutes.

In the past few weekends, I’ve watched gold sellers spam LA map chat, in Crystal Desert, for days on end… And these are THE SAME accounts, not new ones each time. To me, this suggests
A) staff are playing and not responding to reports as you believe they are
B) prioritization of reports sets gold selling to he bottom of the pile or doesn’t file the report at all.
C) no weekend staff

As you suggest A and C is not true, which do we need? Reporting system review?

Do you get enough time to review response metrics with all the time you put into your awesome support responses on here?

Gaile Gray.6029:

Neural.1824:

Looking at the new site, I see basically nothing more than a wall preventing support.

In fact, it would appear that Arenanet is striving very hard to completely remove a players ability to report another player in situations which arise that the in-game reporting tool fails to address the issue (not that anyone pays attention to in-game reports).
While it is still possible to file a violation report, you sure have buried it well.

We have team members assigned 24/7/365 to player in-game reports. On a normal day, 100 or more players are actioned for everything bad names to nasty chat to cheating. On an abnormal day, action may be taken on literally hundreds of accounts.

No one — No one! — is ignoring in-game reports. And in-game reports have people assigned specifically to them, so they often are acted upon within minutes.

Gaile: While your statement may be made with the best of intents, I feel strongly that the team you are speaking of is making you look bad.
I’m not accusing them of anything. It’s not impossible that they are overloaded, but my own personal experience was having to contact support through the old site to finally get action taken against someone. While action appears to have been taken (haven’t seen the person for a couple days), I was still chastized by support for not using the in game system, which I had used on no less than two occasions for this persons actions over the past month.

To put it bluntly, there is a problem.

I don’t disbelieve Gaile’s statement and I know that I have total faith and trust in her and her statements and actions, but I do wonder at the quality of the people being assigned to look at these in-game reports.

I’ve been reporting a certain character several times a week for at least 6-8 months and I still see them frequently and they have not been forced to change their name. Their name, without stating what it is, is basically a collection of pornographic images placed in a binding and sold at liquor stores and gas stations…but a name for this material of an even more derogatory nature.

How can a name such as I describe still be permitted as a character name in this game when there are such tight restrictions on permissible names? I see people having to rename characters so often for even slightly offensive content in the names, and I understand the need for those forced changes.

However, do I actually have to file a Support Ticket against this person to get their name changed? Shouldn’t an in-game report several times a week for 6-8 months (and that’s just from me, who knows how many others reported it also) be enough to get this name looked at even once as its derogatory and offensive nature is obvious even at first glance?

This example makes me consider no longer even bothering to report any kind of objectionable names since actions are not even taken on this obviously offensive and derogatory character name.

Gaile Gray.6029:

• It could be that the agent is busy investigating another name when a second one is reported. I’ll see if I can get a better understanding of how the system works, and see if we can brainstorm how to improve it.

I just wanted to chime in on this point. I don’t know how it works right now, but if monitoring the local chat is a part of the process of reviewing these reports, what if when a rep is functioning in this role, they have the option to ‘highlight’ reported player’s chat that they are tracking?

It would need to be a toggle option, and track only the reported players they are currently investigating, but it could help with monitoring ongoing conversation and cut down on the potential of missing lines from a potential offender.

Example being, rep gets a report, they tick a checkbox or push a button in the issue tracker to start tracking that player, then they are teleported to the zone that player is in and that player’s chat is highlighted against other players.

Person 1: Blah blah blah blah.
Person 2: Blah blah blah blah.
Person 3: Blah blah blah blah.
Offender: Blah kittens blah blah.
Person 5: Blah blah blah blah.
Person 6: Blah blah blah blah.

When the name is Msxjxosjmxx, and the chat log is full of gw2walmart and I AM A GOLD SPAMMER. PLEASE REPORT ME BY PRESSING THE REPORT FLAG ICON IN THE BOTTOM RIGHT OF THIS POST! automated map chat entries, repeated over a two to three day period, how is it now obvious to a support member that the account is selling gold and needs , at minimum, squelching?

What makes this a real insult is when I commanded groups through Scarlet map invasions, multiple times, I would consistently get “excessive messaging” blocks when posting (requested and thanked for no less) waypoint links in map chat..while real spam carries on unchecked.

LoL to the above ^^ !!! The forum replaces a known gold seller name with that huge bold letters banner, but in game…. Does that not say something to you?

Gaile Gray.6029:

It’s disappointing to know that you folks are doing all you can do to help us make the game world a better place to be, and to know that in some rare cases — and I truly believe they’re rare — no action is taken.

I have a few thoughts:

• Sometimes a name that one person deems as “offensive” is found to be acceptable, or even marginally acceptable. We take a lot of care to not deprive someone of a name unless it’s really unacceptable. I’m not saying that’s the case here, but sometimes we discuss a name for a long while and determine that, while it’s not the best name in the world, we will not take action on it.

• The team sees a lot of name and chat reports, and as I said, they often react within minutes. It’s possible that the stream of reports may be moving at such a rate that the agent simply misses the name. (Sort of how I couldn’t see every line of chat during my visits to Lion’s Arch with The Frog, back in the day.)

• It could be that the agent is busy investigating another name when a second one is reported. I’ll see if I can get a better understanding of how the system works, and see if we can brainstorm how to improve it.

• In cases where you report a name and it remains in the game through multiple reports — as in over days or weeks — and in cases where you’re 100% sure that the name is well over the line of acceptability, then I encourage you to submit a ticket. It’s not optimal, and it certainly takes more of your time, but I think it will be more effective.

• Rarely, a name is reported because it’s offensive in a non-supported language. For instance, I’ve learned a few naughty words over the years in Hungarian, Polish, Czech, Croatian… The point is, for names that are not in English, French, German, or Spanish, it’s best to submit a ticket.

About those czech naghty words it is funny that game itself contains some rude czech words. For example ,,cripple and debility". Those words are not rude in english and in czech the are not the worst offence you can use. But if i would tell for example my boss that he is cripple i would be surely out of job :-D

I’m not going to comment on all the negativism here. I think that support is doing a good job (good, not perfect).

As for the old vs the new support site.
Basicly what changed is the FAQ questions have been replaced in the submit ticket proces.

It was:
1: go to site
2: submit a ticket
3: recieve a wall off text (FAQ’s)
4: if your answer isn’t in it let them know
5: your ticket is being handled by an agent

It is now:
1: go to the site
2: read a wall of text (FAQ’s)
3: realise it doesnt help you and submit a ticket
4: get confirmation
5: you ticket is being handled by an agent

So basicly only the sequence is changed (although I havent submitted a ticket with the new site and dont think I should when I don’t need support)

However, I do think that the old system was friendlier to the player. It was more inviting to submit a ticket and shows Arenanet is open to recieve them.

The down site however is that people wont read the faq’s anymore if they reached the point that they want an agent to answer them.

One possible solution is a bit of education to the players. I’ve done this in my real life job and it worked pretty well.

If a ticket comes through that can be resolved by reading the wall of text, the agent very kindly only answers with a direct link to the text. He will also reply that if he has trouble opening the link the customer can also find it by going to the support site, clicking option A, then B then C.

The trick is to not say outloud that the customer should have read the faq’s, but you do point them to the faq.

As far as I can see, you can submit a ticket immediately, without reading anything. Just ‘Submit a Request’ in the top right corner of the site page.

Allisa Wonderland.8192:

When the name is Msxjxosjmxx, and the chat log is full of gw2walmart and I AM A GOLD SPAMMER. PLEASE REPORT ME BY PRESSING THE REPORT FLAG ICON IN THE BOTTOM RIGHT OF THIS POST! automated map chat entries, repeated over a two to three day period, how is it now obvious to a support member that the account is selling gold and needs , at minimum, squelching?

What makes this a real insult is when I commanded groups through Scarlet map invasions, multiple times, I would consistently get “excessive messaging” blocks when posting (requested and thanked for no less) waypoint links in map chat..while real spam carries on unchecked.

^^ This. +982374598723

It’s very frustrating when you are trying to command, type 4 messages spaced 5-15 mins apart, some don’t contain WPs, and get throttled. Yet, I see someone spamming gold selling websites over and over.

Inculpatus cedo.9234:

As far as I can see, you can submit a ticket immediately, without reading anything. Just ‘Submit a Request’ in the top right corner of the site page.

It’s easier to “hide” things from those that want to complain rather than pursue an actual solution.

Brother Grimm.5176:

Inculpatus cedo.9234:

As far as I can see, you can submit a ticket immediately, without reading anything. Just ‘Submit a Request’ in the top right corner of the site page.

It’s easier to “hide” things from those that want to complain rather than pursue an actual solution.

I am afraid I have no idea what is meant by that statement. My apologies.

I have a question. Is there a way to report a player in game for something that might not be listed in the options menu?

The one time I reported someone, it was because he was teleporting around the map and obviously using some sort of hack. I know warriors are almost Gods at the moment in both pve and pvp. However, to my knowledge, teleport should not be one of their abilities just yet. (Maybe next patch)

Is there a way to report something like this in game? I failed to find a fitting option.

Reesha.7901:

I have a question. Is there a way to report a player in game for something that might not be listed in the options menu?

The one time I reported someone, it was because he was teleporting around the map and obviously using some sort of hack. I know warriors are almost Gods at the moment in both pve and pvp. However, to my knowledge, teleport should not be one of their abilities just yet. (Maybe next patch)

Is there a way to report something like this in game? I failed to find a fitting option.

If it was me, I would use the option ‘botting’ to report such exploits.

Astral Projections.7320:

If it was me, I would use the option ‘botting’ to report such exploits.

Yeh, that’s what I went with as well, but I wasn’t really sure if it was accurate enough.
What I read into the word botting, would be a character moving due to a script of some sort and without the player being present.

I was thinking, that if A-net then checked for botting, they might not find the actual reason for my report.
I guess botting is the closest option then. Thanks for the help.