Guild Wars 2

Hello,
First of all, I must say that I am very disappointed from the support team. I didn’t expect from such company as Arena Net to behave the way they did. They claim that I deleted my 5 characters with my own will (that claim is not even logical, why would I want to delete all my characters and try so hard to get them back- the prove is below). In addition, they provide 2 options of Issues when you create a ticket : "Hacked Account " and “Refunds”, that as stated , they are not able to do anything about both issues: They don’t want give my money(not the money of the game) ,my items and my characters back. When I sent them the tickets I only asked for one of them. Also,the employees in the support team like “easy work” , so they repeated almost everything that was stated in the last ticket- a very surprising fact ,they actually didn’t even check it again or try solve it in another way-the new tickets that I created.
This is unacceptable to leave a customer with nothing and replay him in such way. If you really would want to help knowing you can’t fulfil the customer request stated in the ticket, you could try to offer an alternative way to help the customers. Althought, I paid 50$ and deserve full support, the support team didn’t support my issue, so right now my thief level 80 is gone ( I had 3 ascended items and full exotic gear -How Big my Issue is and how little the support team helped).

*I am looking for the phone of the customer service of Arena Net, anyone who knows it please post it here or PM Me.

PROVES:

1. Response Via Email (GM Nito) 08/14/2013 06:42 PM

At this time we are not able to recover individual characters. Please note, the character deletion process was designed to prevent accidental deletion and asks the player to confirm, by retyping the character’s name, that the deletion is desired and intended.

If you have any other questions, please feel free to contact us.

Regards,

GM Skull Knight
Guild Wars 2 Support Team
http://support.guildwars2.com/

2.Response Via Email (Marco) 08/16/2013 07:08 AM

Thank you for contacting the Guild Wars 2 Support Team.

At this time, we are unable to fulfill your request. As we stated in our previous response, the procedure to delete characters was designed to prevent accidents as you need to type the exact name of the character and confirm it in order to delete it.

I’m sorry we were not able to assist you with this particular situation. please feel free to contact us in the future if we can help you with other issues or concerns.

Regards,

GM Burnt Pixel
Guild Wars 2 Support Team
http://support.guildwars2.com/

3. Response Via Email (Vides) 08/17/2013 03:42 AM

Thank you for updating us regarding this issue.

While we understand that you would have preferred to receive a different response to your petition, we must reiterate that we are unable to fulfill your request.

Regards,

GM Mises
Guild Wars 2 Support Team
http://support.guildwars2.com/

4. Response Via Email (GM Shooul) 08/18/2013 05:59 AM

Thank you for getting back to us.

We understand that this situation might be frustrating for you, but as the previous GM’s told you, we are not able to restore your characters. 
When you decide to delete them you have to type the name to confirm it. If you confirm the deletion there is no way to restore them. 
Since you decided to delete your character we are not able to offer you a compensation. 
If you have any further questions, please contact us again.

Regards,

GM Shooul
Guild Wars 2 Support Team
http://support.guildwars2.com/

“Don’t Be Sorry or Thankful, Prove Me Right!”

This is only about getting chars back. What about you being hacked?

It’s only half the story. As far as I know support is very good with helping people who got hacked. So there must be more going on. But without the full story we can’t do anything.
You are posting on the forum so I assume you have your account back after it got hacked.

Remember, just issue 1 ticket more will only slow the process and post the number here.

This is the whole story, if someone was able to enter my account and delete all my characters then my account was hacked…..
this is the definition/concept of being “hacked” or you want to argue what “hacked” is and that will be a long thread if thats what you mean.

With your definition thats funny. how the account is supposed to be hacked , considering the fact that the hacker has no chance to know the password of your email and the password of your account in the same time.

Did you get hacked or not? And if you did, did you get your account back?
Does that make it clearer?
All the info you post that you got from Anet is only about deleting characters, not about being hacked. So me asking about that is not strange at all nor does it say I want to start a discussion.
Just trying to help and trying to get facts straight…

You’d be surprised what a hacker can do, but that’s not the issue here. Your issue is with support not helping (your words and I am not going against that).

It’s still not clear to me if your account was hacked and if that got fixed or not.

So, did you make a ticket about being hacked or not? And if you did, what was the result of that?

If your account was hacked and the hacker deleted your characters then you can request an account rollback.

The only time I can’t see this happening is if was from your own computer. If a sibling or a roommate used your computer to delete characters then they don’t consider it hacking as you are supposed to keep your computer secure at your residence. In this case they can’t tell a person deleting characters and then deciding it was a mistake from other people in the home deleting your characters. And yes, people do delete their own characters. They get drunk or angry or whatever and do this.