Guild Wars 2

harbinger.2698:

Dear Arena Net,

I attempted to log into my account yesterday and it wasn’t letting me in. I registered a support ticket once I found there was no real time support. I wasn’t overly happy that there was no phone or even live/chat support that allowed me to either talk with a service rep,. however, I thought I’d give your system a shot and see how your reps responded. Within a couple hours I had a link sent to me that allowed me to reset my password and get back my account so all things considered I was mostly pleased despite no real time support exists.

However, once I logged into my account, I found that some thief had stolen everything I had (gold/mats/et al) from all my toons which represented hundreds of gold loss. I reported this to Arena Net in my ticket so they could roll my account back and allow me to get back to playing the game. So far, so good at that point. However, since I have reported that my account was hacked and stolen, I have not even received a reply(from a person), much less a resolution to the problem and we’re at 24 hours of not being able to use the product I paid for.

I began to wonder what the delay was in getting me back into the game and after doing some reading on the forums I found that this may take ANet days or for some weeks to correct while I essentially can’t play the game which I find wholly and completely unacceptable for a company of Arena Net’s size.

I write software for a living, like yourselves, and we have client service reps who can’t always respond in real time but get placed in a queue and get service as soon as possible. That being said, if we took days or weeks to respond client’s being essentially down we’d out of business in a week. There’s a line of what should be acceptable levels of service to your customers when they’re down and what’s not and I strongly feel like not resolving serious issues that basically prohibit me from playing for days or longer is well beyond that line.

So, I sincerely doubt that this will merit any sort of response from anyone, but I’m very frustrated at the experience and the apparent lack of ANet in getting me back into the game in any sort of reasonable time frame and needed to express these frustrations where hopefully someone will consider the position they’re putting their “current” customers in.

Account compromise issues are delicate. And as you have been informed, your account was compromised, and not through ArenaNet or NCSOFT. Someone apparently gained your credentials through an external source and accessed your account. They also used the account for gold sales, so there was an overlap of account actions, but the account is secured now.

This did not take, as you rather dramatically said, “days or weeks to respond.” The entire process took less than one- day. In that time, the compromise was identified, and then the account was locked, the appeal was reviewed, and access was reinstated to you. That is, to my mind’s eye and that of most players, an entirely “reasonable time frame.”