Guild Wars 2

What is the current turn around time for a ticket? I am one of the many people who seem to have been wrongly banned for botting after the update last night. The only CS I have seen was to close a previous thread I posted in.

Having no communication is very poor CS especially in alive game with time sensitive events.

Would it be better to start calling (425) 462-9444 the main number directly and ask for help and or start making duplicate tickets? I know this could in theory back things up for others, but I have no evidence that my ticket isn’t lost in limbo or broken.

Naginataka.2647:

Would it be better to start calling (425) 462-9444 the main number directly and ask for help and or start making duplicate tickets? I know this could in theory back things up for others, but I have no evidence that my ticket isn’t lost in limbo or broken.

You have no evidence to suggest your ticket is lost or broken. Be patient, we ALL have to wait here.

Actually, all evidence points toward it being broken. No reply or response, no activity, must not work.

You get an e-mail when you send it in properly that says they received it.

That doesn’t say to me it has made it to anyone, is in a que, will ever be seen.

All I know is there is no reply and posts of people waiting weeks. Doesn’t sound like the system works.

Naginataka.2647:

That doesn’t say to me it has made it to anyone, is in a que, will ever be seen.

All I know is there is no reply and posts of people waiting weeks. Doesn’t sound like the system works.

Nothing makes you special. If you got your automated reply, then it’s in line to get answered behind everyone else who is also waiting.

The turn around time is 24-48 hours. You can try to call the main number and I am sure they will direct you to submit a ticket. You can send it duplicate tickets but you will probably also suffer because of back up tickets. Not to mention even if you get multiple supports to try to fix your account, you might create more problem than solving it. You are in line and it will make it to the support when it’s your turn. Spam phone/ticket/forum is not going to help.

Where is that 12-24 hours from? Is it current? Is it the same for all problems? If so why?

24-48. Typo. 12-24 would make sense, still be poor, but make sense.

From this thread

https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post285416

Ticket queues are running about 24-48 hours, so please do not ask for a follow-up on your ticket unless it is at least 3 days old. You can request a follow-up on this forum, in the “Tickets for Review” thread. Thanks for understanding.

Im waiting aroung 77 hours now. No response yet. (german support).

That post is a month old from a high problem time when they were expanding. There should be no way it is current

https://forum-en.gw2archive.eu/forum/support/account/Disappointed-with-the-support/first#post595146

Hows that for current ?

Wow. That is a pretty definitive statement. At least. Unfortunately https://forum-en.gw2archive.eu/forum/support/account/Ticket-continually-being-marked-as-Duplicate-Patcher-Hard-lock/first#post599856 shows some people are getting same day fixes.

Who is lying?

And it’s now past 5pm pst where I assume they are based. Now a company SHOULD have 24 hr live support, but I am guessing that they don’t.

After the kids are in bed I guess I need to go submit fresh tickets since mine has been skipped. Will also have to create them for not receiving the Halloween achievement for their screw up.

Clearly you know your ticket is not skipped. His issue is not account banning issues and it does not require in depth investigation. Your account is banned, they will have to go through more details instead of just lift the ban on demand.

All you do by creating more tickets is just adding on the workload of support and hinder other people’s issues.

Multiple tickets only slows down the progress…. for you and for other people.
one of the reasons that it takes so long is because they need to sift trough all those tickets.

Although submitting multiple tickets does not help, Naginataka has a point. There should not be an average 24-48 hour wait on things like this. It is not an understatement to say that this is by far the worst support system for software that I’ve had to deal with. According to the permanent account termination policy on the conduct breach web page,

“We exercise careful judgment in every case in which an account is terminated. We will review breaches of the Rules of Conduct and the User Agreement with close attention to the most flagrant and persistent patterns of rules abuse. In such instances, particularly when we perceive a risk of substantial real or potential harm to the Guild Wars 2 community or to the game’s stability, an account can and will be permanently terminated.”

Supposedly, a lot of review is put into any case before an account is terminated. Given that, there should already be tons of summary information available for any non-technical support associate to look up when a support ticket is filed. Clearly, they are not following this policy, as many accounts have been incorrectly banned that would not have been banned if looked at even briefly. And the number of incorrectly banned accounts seems to be increasing from what I can tell by the posts on this forum. So regardless of the length of your ticket at this point, this support service is absurd.

“I guess I need to go submit fresh tickets since mine has been skipped.”

If you’re wondering why there are such delays in getting responses, imagine a thousand people doing this every day. Throwing tantrums and flooding their system with more requests for help about something when you’ve already submitted a ticket slows things down. It will not get you through the system any faster.

48 hours? Haha. With a lot of luck you’ll be playing this week. If things go like they go quite often then you’re probably looking at somewhere next week. There is a topic for ticket older then 3 days. Most people that are posting there now haven’t been able to play for more than a week.

Well if that is the problem maybe they should have a system that works or at least lets people know a human has or will see the problem. A simple phone system would be obvious rather than an archaic “maybe we see it”. If that is how people get through I will have to do the same.

It did give me a chance to look back and realize I never received a reply or any help on my HOM bug at launch. They just closed that ticket. Yay! Luckily that one resolved itself.

They have recently begun banning botting/RMT accounts in waves of several thousand at a time. There are a lot of people who engage in behavior that may or may not cross the line into botting, people who engaged in RMT as a “joke” and learned that Arenanet takes these matters seriously, people who were associated with RMTs and bots accidentally and were banned by mistake. Not to mention hundreds of genuine bans that people are trying to get overturned in order to empty the account of the gold/items they had collected before the ban.

If they ban 10,000 accounts and have an error rate of just 1% then that’s 100 innocents banned by mistake.

All bans are reviewed by a human but they can’t tell everything about what’s going on from a glance at the reports. Did you follow a group of bots and join in their activities? Did you stand for hours in one spot and “farm” the same event over and over? Were there bots there too? Engaging in bot-like behavior makes you look like a bot.

Did you joke in chat that you’ll sell a legendary precursor on eBay? Did you respond to a gold seller’s email only to get several more emails in return? Did you engage in a direct trade with someone for items that cost much less than buying them through the TP? Was someone from your guild hacked and turned into a bot? Acting in a way that makes you looke like a RMT scammer, associating with a scammer even without realizing it, making comments that – even if you weren’t serious – give the impression that you are doing these things, all can come back to bite you.

Most innocent bans were done because someone got hacked and their account was turned into a bot or utilized in some way by RMT scammers. The account is locked until the issues can be sorted out, and it’s more complicated than one person saying “this is my account, give it back.” What if the RMT scammer is also trying to reclaim the account? After all, he has several gold and items still on the toons that were locked and he wants to transfer them to somewhere else so he can sell them.

The matter is further complicated by the fact that some people do not tell the whole story. Many of the protests are from people who know very well that they engaged in bannable behavior but don’t think that Arenanet can “prove” it. Even if there is only a tiny chance that the account will be unbanned, it’s still a chance, and failure will not result in the account being “more banned.”

Arenanet staff did not create these problems, and they are doing everything they can to solve them. But if people didn’t submit multiple tickets, lie to the support agent about what they did, or submit tickets when they know they are guilty, things would go much faster and smoother for those who were banned by mistake.

@tolunart.2095

I am glad you have the patience to type of the whole post. I only wish people would actually read it.

I belive that the suport is doing its job as good as they can at this time.
I also belive (like tolunart is saying) that there is a flag that caused the ban/suspend accounts.
I even dare to say that they are right to ban mine account cause it seems to be hacked (found that out today)
So its normal that it got banned and that we are in a progress to work it out for its released again.

So if you aren’t guilty of realy breaking the rules, and can provide all the help they want… it will all work out

<strong>They have recently begun banning botting/RMT accounts in waves of several thousand at a time. There are a lot of people who engage in behavior that may or may not cross the line into botting, people who engaged in RMT as a “joke” and learned that Arenanet takes these matters seriously, people who were associated with RMTs and bots accidentally and were banned by mistake. Not to mention hundreds of genuine bans that people are trying to get overturned in order to empty the account of the gold/items they had collected before the ban.

If they ban 10,000 accounts and have an error rate of just 1% then that’s 100 innocents banned by mistake.</strong>

I would love to see their actual error rate. Theoreticals are wonderful. If their false positive rate is 50% that’s 5000 banned by mistake! No real numbers there to use. Bots should be banned, but this stinks of automated software.

<strong>All bans are reviewed by a human but they can’t tell everything about what’s going on from a glance at the reports. </strong>

I can’t imagine what kind of report they could have seen that even remotely looked like botting. I would love to know what kind or review by a human happened.

<strong>Did you follow a group of bots and join in their activities? </strong>

Not unless I passed through them on the way to an event/waypoint/heart.

<strong>Did you stand for hours in one spot and “farm” the same event over and over? Were there bots there too? Engaging in bot-like behavior makes you look like a bot.</strong>

Nope. I did stand in town while I put the kids to bed though. Right next to the merchants!

<strong>Did you joke in chat that you’ll sell a legendary precursor on eBay? Did you respond to a gold seller’s email only to get several more emails in return? Did you engage in a direct trade with someone for items that cost much less than buying them through the TP? Was someone from your guild hacked and turned into a bot? </strong>
Nope, nope, nope, and I am the only member of my guild, I am trying to earn a personal guild bank, so…nope.

<strong>Acting in a way that makes you looke like a RMT scammer, associating with a scammer even without realizing it, making comments that – even if you weren’t serious – give the impression that you are doing these things, all can come back to bite you.</strong>

Good thing I was busy playing the game in my limited time and not doing those things.

<strong>Most innocent bans were done because someone got hacked and their account was turned into a bot or utilized in some way by RMT scammers. The account is locked until the issues can be sorted out, and it’s more complicated than one person saying “this is my account, give it back.” What if the RMT scammer is also trying to reclaim the account? After all, he has several gold and items still on the toons that were locked and he wants to transfer them to somewhere else so he can sell them.</strong>

Well if they were doing that they were very careful to never log on while I was online, never move to a new location, never spend or buy anything, and never earn any exp.

So.. pretty unlikely.

So.. pretty unlikely.<strong>The matter is further complicated by the fact that most people do not tell the whole story. Many of the protests are from people who know very well that they engaged in bannable behavior but don’t think that Arenanet can “prove” it. Even if there is only a tiny chance that the account will be unbanned, it’s still a chance, and failure will not result in the account being “more banned.”</strong>

So.. pretty unlikely.<strong>The matter is further complicated by the fact that most people do not tell the whole story. Many of the protests are from people who know very well that they engaged in bannable behavior but don’t think that Arenanet can “prove” it. Even if there is only a tiny chance that the account will be unbanned, it’s still a chance, and failure will not result in the account being “more banned.”</strong>So, because some people are scum, punish other people?

So.. pretty unlikely.<strong>The matter is further complicated by the fact that most people do not tell the whole story. Many of the protests are from people who know very well that they engaged in bannable behavior but don’t think that Arenanet can “prove” it. Even if there is only a tiny chance that the account will be unbanned, it’s still a chance, and failure will not result in the account being “more banned.”</strong>So, because some people are scum, punish other people?<strong>Arenanet staff did not create these problems, and they are doing everything they can to solve them. But if people didn’t submit multiple tickets, lie to the support agent about what they did, or submit tickets when they know they are guilty, things would go much faster and smoother for those who were banned by mistake.</strong>

So.. pretty unlikely.<strong>The matter is further complicated by the fact that most people do not tell the whole story. Many of the protests are from people who know very well that they engaged in bannable behavior but don’t think that Arenanet can “prove” it. Even if there is only a tiny chance that the account will be unbanned, it’s still a chance, and failure will not result in the account being “more banned.”</strong>So, because some people are scum, punish other people?<strong>Arenanet staff did not create these problems, and they are doing everything they can to solve them. But if people didn’t submit multiple tickets, lie to the support agent about what they did, or submit tickets when they know they are guilty, things would go much faster and smoother for those who were banned by mistake.</strong>Alternatively, they could actually review the cases and make kitten sure they are banning real bots. They could also have a functional system that lets you know what is happening. They could also have sent some sort of notification that this happened rather than me discovering it trying to log in.

So.. pretty unlikely.<strong>The matter is further complicated by the fact that most people do not tell the whole story. Many of the protests are from people who know very well that they engaged in bannable behavior but don’t think that Arenanet can “prove” it. Even if there is only a tiny chance that the account will be unbanned, it’s still a chance, and failure will not result in the account being “more banned.”</strong>So, because some people are scum, punish other people?<strong>Arenanet staff did not create these problems, and they are doing everything they can to solve them. But if people didn’t submit multiple tickets, lie to the support agent about what they did, or submit tickets when they know they are guilty, things would go much faster and smoother for those who were banned by mistake.</strong>Alternatively, they could actually review the cases and make kitten sure they are banning real bots. They could also have a functional system that lets you know what is happening. They could also have sent some sort of notification that this happened rather than me discovering it trying to log in.Anet did create this problem. This is 100% a wrongful ban. They should be the ones to fix it in a timely manner.

As it is, I just feel like I have been robbed. They took my money and then removed my access for no violation.

So.. pretty unlikely.<strong>The matter is further complicated by the fact that most people do not tell the whole story. Many of the protests are from people who know very well that they engaged in bannable behavior but don’t think that Arenanet can “prove” it. Even if there is only a tiny chance that the account will be unbanned, it’s still a chance, and failure will not result in the account being “more banned.”</strong>So, because some people are scum, punish other people?<strong>Arenanet staff did not create these problems, and they are doing everything they can to solve them. But if people didn’t submit multiple tickets, lie to the support agent about what they did, or submit tickets when they know they are guilty, things would go much faster and smoother for those who were banned by mistake.</strong>Alternatively, they could actually review the cases and make kitten sure they are banning real bots. They could also have a functional system that lets you know what is happening. They could also have sent some sort of notification that this happened rather than me discovering it trying to log in.Anet did create this problem. This is 100% a wrongful ban. They should be the ones to fix it in a timely manner.

As it is, I just feel like I have been robbed. They took my money and then removed my access for no violation.I should not have to wait weeks to fix this, if it ever happens. This should be a fast same day fix.

My guild has a forum where we arrange trades of crafting materials and crafted armor/weapons. On our site we call it the Artisan Marketplace which in hindsight is a mistake since we reference that in the in game mails we send. I’m pretty sure this is how I got banned. Sending people a free exotic that mentions a marketplace in the mail looks suspicious.

It’s admittedly something we should change but it also makes me sad at the state of humanity when giving someone something valuable is assumed to be an act of greed rather than benevolence.

Wow, there is a forum bug too! That is some weird repeating and formatting!

Naginataka.2647:

I should not have to wait weeks to fix this, if it ever happens. This should be a fast same day fix.

I’ve already stated several reasons why this doesn’t happen. You are free to express your opinion, but wishing doesn’t change reality.

Yes, it doesn’t change reality, poor customer service is the reality. It doesn’t make it a good thing, or something to be praised.

I am now just waiting for this thread to be locked and left with “Please wait for 24-48 hours for response. Post in the thread if its pass 3 days” by a mod. Best luck to you guys who are wrongly banned.

Yeah Zaken, that seems to be the only fast CS I have seen.

With this wave of suspensions/terminations going through, you can bet that support is probably getting a wave of tickets as well. Rather than behaving and waiting with the other people who are seeing the same problem (of which is handled by a specific department, I suspect), this person is demanding to have his or her ticket answered immediately ahead of everyone else.

Frustrating, sure… but spamming tickets only slows EVERYONE down.

It’d be nice to have phone support, but over time I’ve come to realize that the number of people that actively participate in digital systems are too much. It overwhelms to the point where it just can’t be handled financially. Steam, Direct2Drive (RIP), GamersFirst, and ArenaNet don’t offer phone support and typically tickets can take anywhere from three hours to five days depending on the situation, how many people are submitting tickets, and what department those tickets go to.

No, I am demanding that I am at least given an indication what is happening, why its happening, and good faith showing that a human is actually involved. You know, the basics of good business and CS.

There may well be something they are trying to figure out, but I have never had any evidence that a person was involved. No notification of banning, no response to tickets, no anything.

If it takes time to look at things, great, tell the customer what you are doing and why. Don’t do this useless crap of “oh, you noticed we screwed up…see you in a 24-48 hours (at least, or a few weeks)”

You know, it wasn’t all that long ago that another certain well-known game company with a very popular MMO had similiar issues with regards to ticket times. They were working for years in order to hire more qualified people to work on their support team so as to keep up with the ticketing system. The problem at hand is that not just anyone can be hired to work in support when it comes to users accounts. You need to have good people that are trustworthy, considering that usernames, passwords, serial numbers and credit card numbers are at stake.

At this point in time, ArenaNet are doing everything they can to answer tickets as quickly as they can. It takes time for each ticket to be reviewed, the reasons for the lockout as well as working with the user affected. This is all done by a human being, not some automated system, so as to prevent inappropriate restorations to hackers, botters and the like.

I am also quite sure that they are doing what they can to hire more people, but that is going to take time to not only get the qualified people but to train them and have them ready to work unsupervised. Until that time, I guess that they have enough people working in support to handle normal business hours, but that as they get more people they should be able to extend those hours.

Try to be patient and understanding that there is a real, live human being working on each ticket. It will take some time for a ticket to get to the front of the line, and a bit more time once there for review.

Hi,

First have a look at this thread: How to submit a ticket you’ll see that queues are running about 24- 48 hours. In this same thread, you will find all required information you should give when submitting a ticket. If you didn’t, please update it.

Then, about sending duplicate tickets, please, as explained here: Multiple tickets, don’t do it it will delay your answer, avoid doing it.

Finally, before posting on the forum for a review wait at least 3 days and post in this specific thread: Tickets for Review 3 days and older

Thanks for your understanding.