Guild Wars 2

OK so I submitted a ticket (1928246) but I haven’t found them to be very helpful. I have heard good things about Anet customer service but from this interaction I do not feel like a valued customer to the point where I am losing enthusiasm for the franchise, which is not fun seeing as I just recruited a couple more good friends to GW2. Here’s the story:

I have been playing GW2 for about 3 years, although before yesterday I had been on a break pretty much since Feb – my life was pretty full with planning my wedding that took place about a month ago, so I cut off video games temporarily. When I saw the $50 price tag for HOT, I was as sticker-shocked as the next person. So I was relieved to see that as a “veteran player” I would get a free character slot with my pre-purchase! So although I was saving for a wedding, and none of my characters are out of their 40s for leveling, I decided it was worth it to pre-purchase the expansion game because I would want it eventually anyways. I bought it in August through a link in an email from GW2 with the email associated with my account so I thought it would automatically be linked to my account. However, when I returned to the game yesterday and saw HOT content is not accessible, I went back and found the serial number so I could register it. I now have HOT content but no character slot. Per the support ticket, since I didn’t actually register it until after its October 23 release, I am not eligible for the character slot. I thought it was advertised as pre-“purchase” not pre-“purchase and register”? They offered me a refund of HOT instead since that was the fundamental deciding factor in my decision.

I find it hard to believe support would rather give me a full refund for the expansion than honor my, what I consider to be a valid, claim for a character slot, and in so doing leave a long-time player who has recruited or helped recruit at least 5 people to the game, with bad feelings about the franchise? It makes me want to play other games, which as I said at the top is unfortunate since I just recently recruited 2 more good friends to play with my husband and I. Please restore my faith in your customer service by granting me the character slot I was promised? Otherwise I guess I will go through with the refund since that’s at least something.

The reason is, that is not an expansion, but an expansion + base game. You could have created a new account with it. You could have given the account to someone else. You could have multiple accounts to attach it to.

I know you were busy, but it’s pretty clear in the email all the information about it. Everywhere it said you need to register HoT to your account. Buying the game doesn’t necessarily add it to your account.

From the Pre-Purchase Address Community Address posted on June 22, 2015 so before you pre-purchased:

For all players who registered the core Guild Wars 2® game prior to January 23, 2015 and who upgrade their account by prepurchasing and registering any Guild Wars 2: Heart of Thorns edition before Guild Wars 2: Heart of Thorns‘ launch, we will add one additional character slot to your Guild Wars 2 account.

I have bolded the relevant part. They did make it clear you had to register HoT before HoT launched in order to qualify for the veteran slot.

Here’s a link to the source of what I quoted.

I guess if the Team not forgiving your mistake means more than enjoying the franchise to you, you will have no choice but to carry on with your plans.

Pity; the expansion, and all it offers is quite a bit to be missed. Regardless, good luck, and congratulations.

OK So apparently I missed that in the fine print while I was busy getting ready to get married! My bad. But ultimately it does come down to customer service. I have been a loyal customer. I have made several gem store purchases myself, providing additional revenue. I have recruited friends, at least one of which has spent I don’t even want to know how much money on gems lol but safe to say a lot. I’m disappointed that they can’t provide something so simple to keep me satisfied and loyal. One of the friends I introduced to GW2 (the heavy spender lol) has found a newer f2p mmorpg that he really likes and has been playing more frequently over the last couple months. Maybe we should switch over to that if it’s as good as he says. GW2 was my first love as an mmorpg, I was never really a gamer and this game opened my eyes to a whole new type of gaming that I found out I love even though I feel I will never transgress past being a “noob” compared to my gamer friends lol; but I do not like feeling like I don’t matter especially when I have devoted so much time and money to something. I can’t help it if I don’t find enjoyment in the franchise at the moment – enjoyment is not voluntary. I feel let down. I made the effort. I paid the money. Over 2 months before the release date. But because I didn’t take that one little step of linking it to my account until after the fact, I don’t get the free character slot. Seems silly. Such a small thing for them. But whatever.

In case anyone cares, I just sent the info for a refund. I feel like this is a lose-lose situation – GW2 is losing out on my $50 not to mention any future transactions in the gem store I would have made because I now cannot see myself spending money on to support this game (pretty glittery wings for instance). And I am left feeling extremely disappointed in the customer service behind the game that I used to love, that used to be my favorite but now I just don’t know.

The End.

It’s not bad customer service when you are told no.

You needed to be an adult there. Anet can’t give everyone free things when it was pretty clear what was required.

This is the real world, we need to stop babying everyone. You’re missing out on a good game, over your own mistake. And blaming others for it. That’s the root of the issue.

You can get a character slot in game for 800 gems (unless they changed it). You can also convert gold to gems = some play time for a character slot.

It doesn’t seem like that big of a deal to me, but I guess it is for you.