Guild Wars 2

I feel as though the support system has been nothing more than nonexistent. I purchased this game last week and got suspended within the second third day of playing due to my friends bank accidentally refunding the purchase. I then tried to purchase the game again and link the new serial code to my account, still suspended. After waiting for a response from the support team, i began looking into the 7 days or older forum and even posted in there. Reading through all the comments and seeing some that have still been unanswered for months now makes me feel as though my money was taken from me and there is nothing i can do to even get an answer as to how i can play this game that i have purchased. I understand the game has no monthly charges so they may be low on customer service representatives but i’m losing hope in every seeing a response email. I also found a number to call but it too has no one answering, rather a voicemail telling me to submit a ticket or leave a voicemail which i’m guessing also wont be returned. My ticket number is 1390567 and in no way am i trying to bash anyone, i would just like someone to respond to me and give me some sort of direction or advice on what to do regarding this problem so i don’t feel as though i have lost money and wont be able to play.

First, you can not use a new Serial Key on a terminated account. You will need assistance from the CS Team.

Second, most of the long response times you see are for GW1 account issues. Most GW2-only issues are taken care of in a more timely manner.

Be aware, these last couple of months have seen ~100,000 per month, and CS response is somewhat slower than usual, but your issue will be addressed in the order received.

Good luck.

I could not agree with the OP more. I feel like we are being ignored and like the OP said seeing the people that have been months in the waiting is extremely discouraging. We would at least like to have a response by now 1 week into our ticket submittal or even the email saying its in the hands of an agent. So far we have only received the automated message saying its been received and we cant do anything but sit here and refresh the email inbox.

Op is right. I filed a ticket going on two weeks ago and I haven’t gotten anything but te automated response. I purchased this second account because I love the game so much but this makes me not even want to play that. I’m so sad my account got hacked, and even a sorry we can’t help you would be preferable to being ignored. I really feel like support doesn’t care at all about the players. And this is a gw2 issue. I have been a player since gw1 got gw2 from preorder and it breaks my heart that I am losing faith in a game I love so much.

I mean even if they put out a message saying sorry its taking so long to get to certain tickets i just feel like we are being ignored and its aggitating

i must agree. i feel that the support system is lacking a lot

Im glad its not just me noticing this. I am extremely upset. It wouldnt be so bad if this wasnt the ONLY WAY to contact support. I seriously feel like i need to talk to someone just to make sure we are still in line for support because all i hear is silence on the other end. I just want to know if we are still in fact being serviced or hell where we ARE in the queue would be nice!