Guild Wars 2

So sorry for the delays and/or mixups. It’s true that multiple tickets can cause confusion on everyone’s part, but we’re really wanting to help!

Please add to the sticky post above and I’ll include in today’s review list.

Thanks for your patience.

Yoshiro.4159:

Hey GaileGrey,

Hi there i am waiting still for a fix of my account, multiple people told me its a account issue not a bugg.
I even posted it in the section of buggs but no admin or gm are replying to it

Review my ticket if can thanks: ticket: 120916-005007

Sincerely,

Yoshiro.4159

I don’t know who “multiple people” are, but account issues are things like “I can’t log in” or “I was hacked.” If you’re not getting your mail, then that seems like a bug or a technical support issue to me.

Regardless, your ticket is two days old. You can add it back to this thread in three days, if the problem persists.

Grizzly UK.1209:

Grizzly UK.1209:

Grizzly UK.1209:

Ticket submitted 25th August, still awaiting solution: 120825-035702

Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.

Still being deafened by the silence from the Guild Wars Support Team. After 21 days I’ve pretty much run out of patience!

I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!

Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!

I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.gw2archive.eu/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):

Grizzly UK.1209:

Grizzly UK.1209:

I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.

Great — we’ll get to that asap.

That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!

Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)

Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)

Antares.3984:

I submitted ticket# 120828-016512 on launch day (8/28) due to being unable to apply a retail key to the pre-order account I’ve been playing on. I’m now stuck with a blank account and cannot access the characters I created during the 3 day headstart.

Although I acknowledge the monumental task of assisting all the people with hacked accounts, I cannot help but feel extremely disappointed in Arenanet support. I have been extremely patient and have done everything they asked of me i.e. not submitting a second ticket, updating the ticket with relevant information.

Despite all that I have done, they close my ticket, which I promptly reopened, and haven’t heard back from them since then. I have not played the game since launch because I have every intention of keeping my original characters.

What do you think a customer is supposed to do at this point?

I know the question is somewhat rhetorical, but I want to say thank you to you, as well, for your extreme patience. Obviously, this goes on today’s review list and I expect I will have an answer by tomorrow.

dizlegion.5630:

Antares, I can sympathize, I’ve have a ticket opened as well since 9/4 that was closed which I also reopened and have yet to receive a human response from anyone at ArenaNet.

I’m highly disappointed with the support being offered. This is the first company that I’ve ever worked with that has left me hanging this long on an issue.

Could I get that 12-digit incident/ticket number? Do I already have it? Just checking — we want to help!

Rohan.6954:

I’m really not sure what could possible be resolved by posting this info here, but as requested…

Information is in my signature.

I’m sorry, I do not see a ticket number in your signature. Could you please provide?

Strekios.6740:

Greetings.

My ticket was submitted on the “08/30/2012 at 01:26 PM”.
Reference : 120830-013442
The issue was fixed two weeks ago (“Bad Blood” – Exiting the conversation will no longer arbitrarily lock the player into a choice”) but only for new players.
I’m still stuck in a choice I didn’t made, also my “My Story” tab is bugged. The quest is level 36 and I’m now level 80. I have been waiting for nearly a month to be able to continue my Personal Story. I got only automated replies since the patch. My ticket was closed and I had to re-open it.

I hope you can help me,
Thank you

As I read this, I thought “This sounds more like a bug than an account issue” and indeed that is the queue in which your ticket resides. I would suggest that you pursue this in the bug forum although I can add it to the review list, it’s just that the crew helping me with these generally is not the same as those working on bug reports.

OllieXTrick.9643:

A response to either tickets would be nice, please, as I’ve waited almost a month now for the resolution and assurance that my account can and will be safe.

[Incident: 120903-001767]
[Incident: 120824-008715]

I see a response on 9/11 — did you get that? Did you perform the steps outlined? Please let me know as it seems that the agent felt the issue was resolved.

Lord vB.5639:

Created ticket on 9/12. today is 9/18 and still no answer. Granted everyone else has been waiting longer, but my issue is that of a refund and I’m wary of the time frame in which one can be issued.

no reply yet as of today…

Reference #: 120912-006060

Looks like that was processed today. Can you please confirm?

Sathed.1489:

My account was hacked on Saturday, the 15th. I received an email on the 16th saying they had re-enabled my account. I replied and asked why the email authentication didn’t work. They didn’t even answer my question. They replied with the exact same response from the first email. I finally reset my password online, according to their instructions, but I still can’t log in.

Help?!

Ticket:
120915-006475

Just responded to a couple of hours ago. I think you are good to go, but repost if you still need assistance.

alexandrov.8746:

am waiting 10 days for account restored
plis help me

120909-006557 Duplicate
120911-007816 Duplicate
120908-007658 Updated

thank you

Just answered today and I believe you also are set. Please report if needed.

Yoshiro.4159:

Hey GaileGray,

Could u atleast try something with helping me out? Instead of sending me away to another section where i not even getting helped.
ticket: 120916-005007

Again — please respect the request that this thread be used for issues five days old or older.

VooDooU.4891:

Wish I saw this before I have two tickets that are being ignored or in one.. dealt with in a COMPLETELY wrong manner.

ok well went to get the ticket numbers and found one was just responded to… in a COMPLETELY wrong manner. Please do not give me the “we cant give items back” canned response as I know this is incorrect. Items are being returned to people for other reasons.

120901-001537 8/31 – had two situations where the mystic forge ate my items with nothing given in return, it now says waiting.. you didnt request info you just told me to report bugs in game. I want the items back or at least what the mystic forge would have given me.

120829-009894 8/29 over night 1 gold(give or take 10s) was gone from my character.. very quickly the GM handling it and I figured that this was NOT a hacking to my elation.. but then it gets weird they change my password(back when I couldn’t change it back) to my annoyance. I mean come on YOU try and remember Q93mL9qf…. and of course I have changed it by now. So now its just in limbo.. I am afraid its now too old for you to trace the gold but again I want it back. I didnt spend it, there was nothing I could have spent it on before I logged out or when I logged back in in the morning until I discovered the lost money.

I know you have a lot of issues out there and that I am not a special flower but I would like to be treated fairly and I think I have waited much longer than normal… 3 weeks..

You are demanding that we spawn items and give them to you, when we are not able to and will not do that. The comparison between the replacement of Digital Deluxe / Collector’s Edition items and your situation is not at all realistic. I am sorry for what you experienced, but we do not have the tools that would allow us to fulfill your requests. That truly is the end of the matter in relation to both tickets.

Update — Tuesday, 18 September: Part 1

120824-003258 Resolved
120824-006234 Resolved
120825-002660 Resolved
120826-000505  Resolved
120829-016223 Resolved
120831-014142 Resolved
120902-008437  Resolved
120903-004086, 120827-002060 Resolved
120903-007670 Resolved
120904-004088 Resolved
120905-000663 Resolved
120905-004000 Resolved
120905-009893 Resolved
120906-000873 Resolved
120906-001074 Resolved
120909-003228 Resolved
120909-003240 Resolved
120909-004170 Resolved
120909-004213 Resolved
120909-004924 Resolved
120909-005316 Resolved
120909-005845 Resolved
120909-007232 Resolved
120910-000452 Resolved
120910-001112 Resolved
120910-001702 Resolved
120910-002635 Resolved
120910-005217  Resolved
120910-005932 Resolved
120910-005991 Resolved
120910-006290 Resolved
120910-008232 Resolved
120910-008247 Resolved
120911-000802 Resolved
120911-001715 Resolved
120911-005956 Resolved
120911-006605 Resolved
120911-007734 Resolved
120911-009271 Resolved
120916-001690 Resolved
120825-004180 Resolved by bug fix
120826-009648 Resolved – linking issue
120911-008713 Resolved — can you confirm?
120909-003690 Assigned; awaiting response from player
120904-010932 Assigned; awaiting response from player
120825-003004 Assigned and awaiting resolution. Apologies for the delay!
120910-008374 Response sent; let us know if you need further help
120902-017847, 120911-005778, 120913-006861 Player appears to have mistyped recipient’s name; we are unable to assist with this one
120904-001142 Item replacement request — unable to fulfill
120909-002932 Item replacement request — unable to fulfill
120909-004321 Information provided
120909-004502 Information provided
120827-007759 In Technical Support queue awaiting resolution
120831-010210 In Technical Support queue awaiting resolution
120826-007493 In queue, awaiting resolution
120903-011046  In queue, awaiting resolution
120903-011456 In queue, awaiting resolution
120904-002200 In queue, awaiting resolution
120905-000910 In queue, awaiting resolution
120910-006129 In queue, awaiting resolution
120825-005264, 120907-008203, 120914-001030 In queue, awaiting distribution
120825-009729 In queue, awaiting distribution
120825-033103 In queue, awaiting distribution
120825-035702 In queue, awaiting distribution
120902-005108 Assigned; awaiting response from player

Treu.6514:

Hey GaileGray,

I know there is still time left in the day, but if you guys are done supporting tickets, I was hoping that I could get on the queue for tomorrow. I was one of the people on the review list left over from yesterday.

“A few of those on tomorrow’s review list:” – GaileGray
120829-012492
120901-030134
120912-004572
120912-005302

My ticket number is 120912-005302

It is on the review list and will be addressed tomorrow, I am sure!

ChrisTopZ.2685:

How come I see tickets that have been resolved in like a day or two when mine has been open for 10 days? it’s just not right.

snowmanboy.8936
tickets
120909-004170
120909-003417

Resolved today.

If that is not the case, let me know, but it very much appeared so upon review.