Guild Wars 2 Forum - Account & Technical Support

Problem with CS

Initial communication with CS starts via webform.
After form filled out and send I receive an email, with:

To add information to your request, simply reply to this email. If you no longer need assistance, just reply with “I no longer need help” in the body of your email.

I replayed on this email with additional information.

BUT! Next day I receive such message:

Thank you for contacting the Guild Wars 2 Support Team with your request for account assistance.

Before we can look into your request, we require that you contact us through the Guild Wars 2 Support Interface. We are unable to help you with a request filed through any other means.

To access our support interface, please go to the following link: https://help.guildwars2.com/anonymous_requests/new . Once you have opened that page, select “Account Issue” from the drop-down menu and fill in as much of the information on the form as you are able to provide. An agent will reply to your ticket as soon as they are able to do so.

Request number 1244090.

I don’t know why CS generate another request with number 1267197.
And don’t know why CS suggest me to fill out new form for my request 1244090

Before we can look into your request, we require that you contact us through the Guild Wars 2 Support Interface. We are unable to help you with a request filed through any other means.

(edited 2015-02-20 18:41:02 by vpchelko.4261)

Problem with CS

in Account & Technical Support

Posted by: vpchelko.4261

vpchelko.4261

CS refuses to communicate with consumer?

Problem with CS

in Account & Technical Support

Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

One of the Devs said there was a bug with the out-going response emails. Maybe that is what you experienced.

Problem with CS

in Account & Technical Support

Posted by: vpchelko.4261

vpchelko.4261

GM Renzo
or
GM Shaolin ShadowBoxing
I don’t know why request 1267197 was generated, my origin request is 1244090.
Please fix request system. And take care about my request 1244090.
So CS refuses to communicate with me via email. I leave my message here.

(edited 2015-02-20 20:31:33 by vpchelko.4261)

Problem with CS

in Account & Technical Support

Posted by: GM Awesomeness

GM Awesomeness

Self Help Administrator

@vpchelko: I apologize. The message you got was due to an error in our system (not a lack of desire to communicate with you). It happened because your original ticket was closed after an agent replied on Sunday and we didn’t hear back for a few days. The next time you emailed us it counted as a new ticket. I’ve made some changes in the system to keep this from happening again – thank you for letting us know about it!

As for your ticket, the advice the agent gave on Sunday was correct. We did get the additional information you submitted and have passed it on to the appropriate people. If you didn’t get the response on Sunday, you may need to check your email settings to make sure our responses aren’t getting deleted.

Just to let everyone know, the reason we ask people to contact us through the web form rather than email is that the form captures a lot of information that email can’t, which lets us do things like verify account ownership, narrow down your issue, and provide faster service.