Guild Wars 2

130831-002144 Final response sent 9/05

Appeal denied, final response.

As a paying customer for an active account and the banned account (and potentially 2 more accounts if I get a decent answer as to the reason for the ban other than “third party software, case closed”). Can I see what evidence was so kitten ing to her case? Her account was hacked, there is no way your team could come to another conclusion unless their evidence and/or process is very severely flawed and I would very much like to see what they based their decision on.

I don’t mean to sound antagonistic. I just am genuinely disappointed at the short form letter we received stating basically just “your account is banned, the decision is final”.

I would like some more information on the matter.

I doubt you will get the answer you are looking for, as I doubt that ArenaNet is going to give you information that could possibly lead to what their detection methods for illegal third-party programs are. If that information gets known, it could allow the producers of those programs re-engineer them so as to avoid detection better.

Sorry to make a new thread but you locked the ticket without giving me a chance to respond.

“Exactly.
Sabotage — you are free to update the ticket — or have the account owner do so, as appropriate — to ask your questions, but we’re not going to provide that information here and quite honestly, by the time it’s gone through so many reviews, we are quite sure that the person whose account was terminated knows exactly what caused that termination, and is asking for unacceptable reasons. I truly understand why this question would be asked in a case of a false positive, but if I remember this correctly, the case was received many times and the data just didn’t show room for question. In fact, in most cases I’ve seen, the data is very clear and very conclusive.”

Does that mean that despite the ticket saying “Final Response” I might still get a reply through the ticketing system by replying to the ticket? That was not my interpretation of the reply. If that is the case I will continue communications with the support staff through the ticket.

I do not need information regarding third party software or detection, I cannot dispute the use of third party software, as her account was hacked and being used by another person. I would like THAT fact to be reviewed and would like to see what evidence made it an “impossibility” that the account was, unbeknownst to her, logged into and used for malicious purposes. We have since completely wiped that hard drive, and gotten her a completely new one with a fresh install of windows and have done our due diligence to make sure her PC is secure.

“we are quite sure that the person whose account was terminated knows exactly what caused that termination”
It is incredibly insulting to make this assumption about a person who is very dear to me, and who I live with and game with every day. Aside from the fact that it is blatantly incorrect, it shows an alarming lack of objectivity when trying to determine guilt or innocence. It tells me that you are assuming guilt and looking for indications of guilt, and not evidence that the account was indeed hacked and not in her control (that may not have been your intent, but as a customer, that is how I read a statement like that). I work in the support field too and I would NEVER make a statement like this to a customer who just wants more information.

As I said before, I am trying to be as reasonable as possible and just want to be treated fairly as a customer who is being punished for being the victim of a hacker. If the systems you use to determine whether an account was hacked or not do not show that her account was not used by her, then they are insufficient to be used by a company as large and profitable as ARENANET. Maybe for a game like league of legends (if i’m not supposed to name other games I apologize, i just wanted a valid example), where you can just make a new account for free and start over it is fine, but not when I payed full price and pre-ordered the game.

We are not asking for her account to be recreated, we don’t even care about her characters (they were around level 20 at the highest when we stopped playing and she is going to re-roll a new character anyways). We just want to be able to play the game again together. Failing that, at least an honest reason why the account cannot be recreated or even a blank slate account assigned. “We are confident in our decision” frankly is not good enough for me, because the decision is wrong.

I know that you must get a lot of people upset that their accounts got banned, guilty or otherwise, so I understand the brevity of the answers in the support tickets. I apologize if anything I said sounds disrespectful or impatient, that is not my intent.

Thank you for your time.

Sabotage.7590:

“We are confident in our decision” frankly is not good enough for me, because the decision is wrong.

In the T.O.S. you did agree too in order to play the game states that you agree with whatever decision they make.

And the only reason you will get for the ban, is the one they give you in your support tickets. When they say they have full confidence in a decision, that means they did investigate the case and found enough evidence to warrant the ban. They are also very good at figuring out if accounts had been hacked or not.