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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Honestly, I feel that I have a lot more faith in the support team. Now that I know they are doing it in chronological order, while taking care of support tickets for various other issues aside from account-related.

I was only concerned because I thought that they were only prioritizing hacked account tickets, and taking care of easy tickets on the side.

But now that I can see where I stand in the assistance, I am relieved.

120902-013528 (my boyfriend’s ticket for his overlapping accounts)
120902-016895 (my ticket for my overlapping accounts)

I’m still a couple days away, but waiting for my turn is making me run in circles = O.

Thank you for understanding. What I am doing here is not the support process, it’s in addition to the support process, to try to help those who are posting. You get it, and I thank you for that. The team is working through the tickets as quickly as possible, and what I did — for my small contribution here — is pull those in a certain time block. That’s not to say others aren’t being handled.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

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Posted by: marcusbash.8642

marcusbash.8642

Here is tonight’s update. As you can see, a whole lot of tickets have been addressed in this batch. We strongly believe that, except in cases where we need additional information, a large majority of the other issues that are in the queues now will be resolved by the end of the weekend.

120901-002179 Resolved.
120830-007345 Resolved
120831-006906 Resolved. Karma exploit issue — account is reinstated.
120827-009187 Resolved
120830-016639 Resolved
120830-018172 Resolved
120822-002717 Resolved.
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120830-003200 Resolved yesterday.
120825-002495 Resolved
120831-007656 Resolved
120831-004357 Resolved – player had a typo in their login name.
120830-006425 Resolved
120831-011270 Resolved
120829-011451 Issues resolved on 9/3/12
120831-020256; 120903-009558 Resolved
120831-015265 Resolved – stolen account
120831-017385 Resolved – stolen account
120830-009375 Resolved
120829-007119 Resolved
120831-015962 Resolved
120831-007980 Resolved – Authentication problems .
120829-017006 Resolved
120831-021599; 120902-001379; 120905-005822 Resolved – stolen account
120828-008637 Responded today.
120829-007642 Resolved – stolen account
120831-015403 Resolved – stolen account
120831-009379 Resolved. Karma exploit issue — account is reinstated.
120826-011456 Requested additional information from the player. Can you confirm this is resolved?
120831-008189 Player’s account had been hacked – Reset password (a second time). Let us know if that did not help.
120831-012902 Tome questions; explained that influence cannot be moved or reimbursed.
120830-015908 2 accounts, linking issues; will be resolved soon.
120828-015981 Missing gem issue; still working on this issue.
120830-016564 Mislabeled as duplicate, issue reopened and assigned to German language team for resolution
120828-017417 Serial key stacking issue; solution offered yesterday.

This your having a laugh 30 case solved in 1 day and most of these are for cheaters that were using the Karma exploit, so they can go back and do the same. How many people you got working in support 1. If you need help e-mail me , Jesus i used to do more then that before dinner. Yet people who have done nothing wrong ,have to wait for weeks to get a look in. If it is true that 11,000 people were hacked and your only doing 30 people a day ,its going to be one hell of await

My ticket is running for 2 weeks now and still ticking

Honestly, I feel that I have a lot more faith in the support team. Now that I know they are doing it in chronological order, while taking care of support tickets for various other issues aside from account-related.

I was only concerned because I thought that they were only prioritizing hacked account tickets, and taking care of easy tickets on the side.

But now that I can see where I stand in the assistance, I am relieved.

120902-013528 (my boyfriend’s ticket for his overlapping accounts)
120902-016895 (my ticket for my overlapping accounts)

I’m still a couple days away, but waiting for my turn is making me run in circles = O.

Thank you for understanding. What I am doing here is not the support process, it’s in addition to the support process, to try to help those who are posting. You get it, and I thank you for that. The team is working through the tickets as quickly as possible, and what I did — for my small contribution here — is pull those in a certain time block. That’s not to say others aren’t being handled.

The rate your going still isn’t enough. There’s no way to justify that. Anet doesn’t have NEARLY the amount of people working on the hacking/bans as they should, bottom line.

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Posted by: Ariex.6379

Ariex.6379

[Incident: 120905-001631] Still not handled after a week now. Cool.

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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The rate your going still isn’t enough. There’s no way to justify that. Anet doesn’t have NEARLY the amount of people working on the hacking/bans as they should, bottom line.

I would respectfully offer that you really don’t know the rate or the number of people involved. I’m not saying it’s perfect, and I’m not saying that people are not waiting longer than they and we want them to. But let’s not make a pointless and unfounded statement here.

[Incident: 120905-001631] Still not handled after a week now. Cool.

But the ticket is just three days old. Did you create more than one ticket? If so, could you please reference your first ticket number, and could you close the other tickets so you don’t slow the response time?

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Incomitatus.8147

Incomitatus.8147

GaileGray,

[Incident: 120905-002091]

Posting on behalf of my friend Swooped.3712, who had his account hacked, and sent a ticket in on the 4th, and only got the infamous Lance response so far. He gave all relevant information: His email, serial number, even the credit card he bought the game with. Is there anything he can do to make sure he’s getting it looked at, or for him to be given an update on his ticket?

Just feeling a little overwhelmed by the silence and\or lack of response as of yet.

Sincerely, his friend, Incom.

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Posted by: Jayman.9826

Jayman.9826

GaileGray,
I have seen you state above that having more than one ticket open can slow down our response time. My issue is that I have had a couple of pressing issues that needed resolution, and I had to create a 2nd ticket for a 2nd issue while the first was being looked at. When the first issue was resolved, it seemed that both my tickets got closed. I have since created another ticket to only include the issue at hand, and updated my old ticket (dated from august 30) to mention I still needed it resolved.

I am not exaggerating the date of my original ticket on my account ban issue, but because it was closed when the other issue was fixed I am unsure if even it is being looked at or ever was, and I am not sure if I can comfortably close the most recent ticket that I put in which is 3 days old.

120826-011612 from 08/26/2012 – resolved ticket with billing issue

120831-002045 from 08/30/2012 – ban and billing issue ticket that got closed prematurely

120905-010453 from 09/05/2012. -ticket submitted with only ban issue

I am unsure if there is anything that I should do regarding these tickets, and even though I know you have been busy, I have been waiting a long time and not having confidence that my ticket will go through since it was closed without fully being looked at.

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Posted by: Nerradus.2785

Nerradus.2785

Day 7 still no response, I’m not banned or hacked (as far as I know)
I had problems with upgrading my CE pre-purcahse account with my retail serial key.
but this seems to be low on the list of things to fix as we must get exploiters accounts back up and runnign asap…

But seriously when can I expect a reply? the CE edition wasn’t exactly cheap and so far its money wasted if I can’t actually play the game.

Ticket Numbers :-120901-029131 &120828-017417

am rapidly approaching 2 weeks with no access, I did finally get a reply a few days ago, but again have heard nothing more since I replied back.

What compensation will we be getting if we ever get back into game?

Serial Key Issue! 120828-017417 Updated 08/28/2012
120826-000505 Duplicate 08/25/2012
http://en.wikipedia.org/wiki/Consumer_protection

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Posted by: Nerradus.2785

Nerradus.2785

Day 7 still no response, I’m not banned or hacked (as far as I know)
I had problems with upgrading my CE pre-purcahse account with my retail serial key.
but this seems to be low on the list of things to fix as we must get exploiters accounts back up and runnign asap…

But seriously when can I expect a reply? the CE edition wasn’t exactly cheap and so far its money wasted if I can’t actually play the game.

Ticket Numbers :-120901-029131 &120828-017417

am rapidly approaching 2 weeks with no access, I did finally get a reply a few days ago, but again have heard nothing more since I replied back.

What compensation will we be getting if we ever get back into game?

Nothing, there’s no sub fee so you haven’t technically ‘lost’ any time. If there WAS a sub fee, they’d actually be working hard to get people acc’s back so they DIDN’T have to compensate people, but that’s not the case here. lol

Technically I have the right to a full refund, under the consumer rights act, as I have been sold a product or service that hasn’t delivered.

Serial Key Issue! 120828-017417 Updated 08/28/2012
120826-000505 Duplicate 08/25/2012
http://en.wikipedia.org/wiki/Consumer_protection

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Posted by: Echo.7259

Echo.7259

August 31st, 8 days no response
120831-021206

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Posted by: passion.5481

passion.5481

Hacked account from the 5th September

120905-008912

Please have a look, I know you have a lot to do, but I so wanted to play this before my vacation is over and I have to work.

Hacked Account since 5th September
120905-004759
120905-008912 (prioritized)

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Posted by: Zheniamal.9436

Zheniamal.9436

120904-011197

Over four days now, it’s said ‘in-progress’ for over 24 hours. Just hoping this can maybe get resolved before my husband’s day off tomorrow so we can play together. Pleeeaaassseeee and thank you.

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Posted by: Ding.6371

Ding.6371

Ticket #120905-005242

I’m posting this for my friend as he has had his E-mail address changed without any verification and cannot log into his account. Been over 72 hours still no response.

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Posted by: Ariex.6379

Ariex.6379

The rate your going still isn’t enough. There’s no way to justify that. Anet doesn’t have NEARLY the amount of people working on the hacking/bans as they should, bottom line.

I would respectfully offer that you really don’t know the rate or the number of people involved. I’m not saying it’s perfect, and I’m not saying that people are not waiting longer than they and we want them to. But let’s not make a pointless and unfounded statement here.

[Incident: 120905-001631] Still not handled after a week now. Cool.

But the ticket is just three days old. Did you create more than one ticket? If so, could you please reference your first ticket number, and could you close the other tickets so you don’t slow the response time?

My friend got an email saying to close those tickets and to leave the most recent one open. So that’s what he did and updated it like they asked.

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Posted by: kurumais.6192

kurumais.6192

posting this for a friend who had his account hacked
support ticket 120828-021910 dated 8/28/2012
he has been waiting for a long time also he followed the conflicting instructions.

we were guildies for for almost 7 years in gw1 he taught me many things about the game. please help him

thank you very much

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Posted by: Exorno.5861

Exorno.5861

The rate your going still isn’t enough. There’s no way to justify that. Anet doesn’t have NEARLY the amount of people working on the hacking/bans as they should, bottom line.

I would respectfully offer that you really don’t know the rate or the number of people involved. I’m not saying it’s perfect, and I’m not saying that people are not waiting longer than they and we want them to. But let’s not make a pointless and unfounded statement here.

[Incident: 120905-001631] Still not handled after a week now. Cool.

But the ticket is just three days old. Did you create more than one ticket? If so, could you please reference your first ticket number, and could you close the other tickets so you don’t slow the response time?

If you’re handling tickets by order recieved, why has ticket #120826-004269 still not been resolved? It’s become very frustrating for the person involved.

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Posted by: Iordgonz.1352

Iordgonz.1352

Hello -Gery

Could you extend your help to me as well? my account was hacked on the third of this month. so far the only response i have is one that asked me to go reset my password, although Lance’s intentions where nice, the instruction provided doesn’t apply in my case because my email has been changed.

here are my tickets:
Incident: 120904-008725 – main ticket
Incident: 120906-010903 – in reference to Incident:120904-008725 – under a place holder of a Hacked account.
Incident: 120905-001803 – in reference to Incident:120904-008725 – with a Heading Status Check on Hacked account, under a place holder of Ask a Question.

Please let me know what you can do to help in my case/

thank you

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Posted by: CorpraSalaith.8912

CorpraSalaith.8912

I’m not posting here because Ive been waiting a terribly long time, but that the issue seems to be getting a little more complicated, and without direct back and forth dialogue I’m not sure I’m making the problem understood. So here goes

I bought a pre-purchase CE on April 10th registered for beta weekends with email address “A” password “A”
Mid-june I buy a standard account digi-download from buy.guildwars2.com
Registered with email address “A” password “B” (to hopefully delineate between the 2 accounts)
Between the Last Beta and some of the stress tests, I’m asked to change the email address on the 2n’d (SE) account…donno why but it tells me to on login. I do.
Standard Edition is now registered with email “B” and it’s own unique password
Website says that my serial was applied correctly and I am able to play until Grace period is over.
After the Grace period I try to log in on SE account and it says to apply a “retail” serial. Okay I go to the website to register the serial again, it says it’s already been registered. Whoo-boy.
So with all this hacking mess going on, I tried to change my email and pw on this account to avoid hacking till I can get back into it, and make sure it is secure.
I use the website to change the email on my SE account to email “C” and it’s own unique password.

Get an email from support today saying that the serial I have been sending them (which is the right one to the SE edition, cause it was emailed and I’ve been copy/pasting it) is registered to….drum roll please EMAIL ADDRESS “A”…..WTF? I’ve changed email’s twice in the last 2 months and it hasn’t taken in the database???

Okay so I start trying to login to this account using:
Email address “A” and both passwords "A’ and “B” that I used with this email…no dice.
Out of curiosity, I log into Guild Wars 1 and Lo-and-Behold it shows email “C” with it’s unique password and I can log in completely. (My GW1 account was non correctly linked with my SE account… perhaps because at the time, they both shared email “B” and it’s unique password but that’s a ticket for another day)

So, I’m terrified to use the “self-help” password thing because I’m afraid I’ll screw up access to the account I DO have access to. Since they are both still apparently using the same email. See what I mean about complicated?

Incident: 120904-002878

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Posted by: wizgamer.7123

wizgamer.7123

The rate your going still isn’t enough. There’s no way to justify that. Anet doesn’t have NEARLY the amount of people working on the hacking/bans as they should, bottom line.

I would respectfully offer that you really don’t know the rate or the number of people involved. I’m not saying it’s perfect, and I’m not saying that people are not waiting longer than they and we want them to. But let’s not make a pointless and unfounded statement here.

[Incident: 120905-001631] Still not handled after a week now. Cool.

But the ticket is just three days old. Did you create more than one ticket? If so, could you please reference your first ticket number, and could you close the other tickets so you don’t slow the response time?

My original ticket: 120901-004730

Been waiting 8 days Gaile. Come on, are you telling me that someone (other than an automated system) couldn’t have helped me by then?

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Posted by: Deminent.9123

Deminent.9123

A few general observations:

  • Please provide your oldest ticket number when you post.
  • Please go in and close your other tickets; that will help you and us.
  • If you have more info, or want to check on the status, update your oldest ticket.
  • Please do not make exaggerated claims. I can see the dates of the tickets and there have been a few claims of “I’ve been waiting a week” for an issue that was reported a few days ago.
  • Please note that we send automated responses because it does help some players. These mailings are not considered a final answer — as the mails themselves state — and we know that many people will continue to need help. We ask that you not get insulted (or insulting ) when you get the mass mailings, and understand that while you may still need personal assistance, there are others for which the mailing was extremely helpful.
  • We appreciate your patience, and are working hard to get all the issues resolved, from forgotten passwords to hacked accounts to linking questions.

Hey Gaile,

It took 10 days for me to get my account back and now I am happy as ever to be playing again. Thank you for all the efforts your team is putting in to resolve these issues and good luck to the future of this game.

Deminent

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Posted by: trb.7052

trb.7052

posting here again since after nearly 9 days I still haven’t had any real help on my compromised account.

120901-013434
All the info is in the ticket.

I just can’t believe that its taking so long, I’ve posted in every thread here including this one already but apparently no CS has read my post and got some action moving on my ticket.

9 days, seriously…

am I going to get some complimentary gems or something on my account if it ever is fixed? I’d highly doubt it, I’ll just be expected to suck it up.

honestly, how many accounts have been banned? it must be tens of thousands to be taking this long.

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Posted by: trb.7052

trb.7052

Just now I get a message saying my password is changed and I can log in, great I think, but its not working.

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Posted by: trb.7052

trb.7052

nvm now it works, must be some delay in it updating

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Posted by: trb.7052

trb.7052

aaaaaand it still says my account is suspended when I try and log into game.

seriously …

argh its not unbanned…

(edited by trb.7052)

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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GaileGray,
I have seen you state above that having more than one ticket open can slow down our response time. My issue is that I have had a couple of pressing issues that needed resolution, and I had to create a 2nd ticket for a 2nd issue while the first was being looked at. When the first issue was resolved, it seemed that both my tickets got closed. I have since created another ticket to only include the issue at hand, and updated my old ticket (dated from august 30) to mention I still needed it resolved.

I am not exaggerating the date of my original ticket on my account ban issue, but because it was closed when the other issue was fixed I am unsure if even it is being looked at or ever was, and I am not sure if I can comfortably close the most recent ticket that I put in which is 3 days old.

120826-011612 from 08/26/2012 – resolved ticket with billing issue

120831-002045 from 08/30/2012 – ban and billing issue ticket that got closed prematurely

120905-010453 from 09/05/2012. -ticket submitted with only ban issue

I am unsure if there is anything that I should do regarding these tickets, and even though I know you have been busy, I have been waiting a long time and not having confidence that my ticket will go through since it was closed without fully being looked at.

Jayman — I understand your confusion. Having one ticket to deal with two major issues is still best, and I think the way you’ve handled this is ok. But sure, I completely understand why you felt two tickets were required.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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A few general observations:

  • Please provide your oldest ticket number when you post.
  • Please go in and close your other tickets; that will help you and us.
  • If you have more info, or want to check on the status, update your oldest ticket.
  • Please do not make exaggerated claims. I can see the dates of the tickets and there have been a few claims of “I’ve been waiting a week” for an issue that was reported a few days ago.
  • Please note that we send automated responses because it does help some players. These mailings are not considered a final answer — as the mails themselves state — and we know that many people will continue to need help. We ask that you not get insulted (or insulting ) when you get the mass mailings, and understand that while you may still need personal assistance, there are others for which the mailing was extremely helpful.
  • We appreciate your patience, and are working hard to get all the issues resolved, from forgotten passwords to hacked accounts to linking questions.

Hey Gaile,

It took 10 days for me to get my account back and now I am happy as ever to be playing again. Thank you for all the efforts your team is putting in to resolve these issues and good luck to the future of this game.

Deminent

Thank you, sincerely, for your positive attitude. 10 days is far too long, and we know that very well. We’re working those numbers down to a few days, at most, and again, I’m glad you’re back in the game and appreciate your grace in your kind words!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Morningstar.3587

Morningstar.3587

Thank you for understanding. What I am doing here is not the support process, it’s in addition to the support process, to try to help those who are posting. You get it, and I thank you for that. The team is working through the tickets as quickly as possible, and what I did — for my small contribution here — is pull those in a certain time block. That’s not to say others aren’t being handled.

120902-013528-Resolved.

Thanks a Dozen GG. One of our tickets from 9/2 was resolved.

Your patience is ungodly. I can imagine the stack of tickets being kind of intimidating.

Just waiting on my other one to go through now.

Hope to get a chance to hang out with you some day.

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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If you’re handling tickets by order recieved, why has ticket #120826-004269 still not been resolved? It’s become very frustrating for the person involved.

I do not know the answer to that, and I will find out. Does it involve access issues?

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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aaaaaand it still says my account is suspended when I try and log into game.

seriously …

argh its not unbanned…

Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.

Edited: Updated the team. You do the same on your ticket, please. Sorry!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

(edited by Gaile Gray.6029)

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Posted by: trb.7052

trb.7052

Thanks, I did update the moment I found out.

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Posted by: Tyrraeth.7683

Tyrraeth.7683

If you’re handling tickets by order recieved, why has ticket #120826-004269 still not been resolved? It’s become very frustrating for the person involved.

That’s actually a question that I had as well:
120901-002179 Resolved.
120830-007345 Resolved

And no support updates on 120828-003070 since 9/2.

Reference# 120828-00307
Date Created: 08/27/2012
RESOLVED 9/9, 3:32pm

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Posted by: Exorno.5861

Exorno.5861

If you’re handling tickets by order recieved, why has ticket #120826-004269 still not been resolved? It’s become very frustrating for the person involved.

I do not know the answer to that, and I will find out. Does it involve access issues?

Yes. NCSoft account is blocked as well as all games associated with it. His Guild Wars 2 account is linked to Guild Wars 1, and does not want to put his Collector’s Edition at risk until the account block is resolved.

There is further information in the ticket.

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Posted by: Kiandra.1936

Kiandra.1936

Incident: 120905-008595

5 Days and counting …….. tried to get money back on this game but can’t as its a online game,Sigh bought 3 copies for myself and family members ,worst purchase ever!! feel totally ripped off ,if this company was in the high street i would of had my money back by now.
Internet companys can get away with anything there should be law’s protecting us from company with such bad customer service and security issues.

Posting on wifes account …….
Contacting my card company in the morning to see if they can get my moneyback thats my last option sadly, the game itself is great

(edited by Kiandra.1936)

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Posted by: RoastedGiblets.9087

RoastedGiblets.9087

My friend’s account was hacked and has had ticket up since 9/3. His ticket number is 120903-003496.

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Posted by: Ryans.9571

Ryans.9571

Okay now it has been a week, ticket is 120902-007643.

Help me GaileGray you are my only hope!

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Posted by: KitKat.1695

KitKat.1695

GaileGray, I know it may not be your area, but can you PLEASE get someone to let us know whats going on with the bugged guilds. WE HAVE HEARD ABSOLUTELY NOTHING.

Further stress is caused by the fact that guilds dont even make the daily status update anymore. My ticket has been open since Sep 1 (120901-010617)

Please get someone to let us know what is going on and what we should be doing in the meantime.

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Posted by: Noppa.8921

Noppa.8921

Hello GaileGray and GW2 support group.

Thank you for answering me on the forum, and I have stopped the twitter/facebook questions since the day before yesterday. I heard you said that there were people waiting for longer than I, but I made a mistake back there, the monday wasn’t a “7.9.2012”. I may have looked at the present date when i posted on the forum. So the monday when I couldn’t play anymore, was the 3.9.2012.

I don’t really want to close any of the tickets, because the first one isn’t pioritized right, and the last one isn’t either, but i gained a response for both of them. The middle one is fully prioritized though.

Now I received a reply, but… No, the recovery didn’t help much. Now I’m receiving another error, as stated in attachment. Now how do I fix this?

I have done everything you adviced in the reply, yet nothing changed the error, although the banned error was away when I woke up & haven’t even done anything, so thank you for that. But so, the game wasn’t still working correctly, even though I verified the account with serial/account/character name and once again reseted my password to a longer complex one (random small and big letters & numbers). I even tried to disable my e-mail authorization if that would help, but no.

The error says I am suspended until the matter of someone else can not anymore enter my account, but how do I know how long can this investigation last? Can’t you just let me play the game now that I have changed the password already? Plus, I can’t go to put the e-mail authorization back up without passing the error in the login.

Reference numbers:

120906-006746
120906-004669
120904-005382

Where the last one is the earliest.

- Noppa

Edit: Oh yes, and I have also tried changing my game/forum account e-mail. Which didn’t work. I am still “suspended”. It does sound better than banned, though isn’t anything differend in practice.

Attachments:

(edited by Noppa.8921)

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Posted by: Edger.6389

Edger.6389

GaileGray,

[Incident:120905-009549]

Posting on behalf of my friend Hidestugu.5340. He got hacked on 5.09.
He created the ticket the same day and only got (copypaste) response
from Lance, which didn’t solve anything at all. Hidestugu gave all required
information. Is there anything that can be done to make sure that his ticket is
being looked at?
It is quite unpleasant, and he’s getting bit upset due to overwhelming silence.

Sincerely, Edger.

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Posted by: Ensir.1457

Ensir.1457

Again Reference number 120826 – 004864 created on the 08/26/2012
E-mail from Pluto tell me they pass it on and nothing more
15 days now and still bloody waiting
Why as my e-mail address been add to this account Ensir.1457 when I never used it for this account

(edited by Ensir.1457)

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Posted by: trb.7052

trb.7052

aaaaaand it still says my account is suspended when I try and log into game.

seriously …

argh its not unbanned…

Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.

Edited: Updated the team. You do the same on your ticket, please. Sorry!

Just FYI, still suspended.

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Posted by: Xtreme Pig.5270

Xtreme Pig.5270

When I was verifying my account from the headstart access I accidentally put in my GW1 account name instead of my GW2 account name so it made a new account instead of verifying. I sent support a question about this asking them to take the code off one account and put it on the other. All i got was a reply telling me to change my email adress in the account settings. This does not help my problem and I cant anyway because its taken by me!
The problem has now been going for 7 days. I have replied to their email trying to explain my problem more but I have gotten no reply back from them…

Ticket Number: 120902-005051

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Posted by: DABhand.2079

DABhand.2079

120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt with

Initially I had problems logging into my GW1 account, because in the past I already had another set of GW1 titles including expansion which was given away to a friend with a very sick nephew, as a cheer him up thing. So re-bought all 3 campaigns and GWEN just end of last year.

But I forgot that I had been forced to use a @ncsoft account for them, and I tried to login with my previous account name, put in the correct password and then wouldn’t work on the character name… so asked for a character name, gave relevant information and cd-keys etc, to be told a character name, which didn’t work.

Then I had to find out myself because the support was slow that it was my @ncsoft account instead, which took a bit of finding out as there was two of those also, but eventually got the right one and managed to get the password set.

So then I find out of course my GW2 account is not linked to my GW1 titles, so had to find out why there. Then I find out that I was supposed to have been asked about what account to use for linking, never happened it automatically used the old account name that I used for my GW2 account and associated itself with that.

So my old account which is probably not played now cause the kid passed away, but he did have a younger brother so perhaps he is playing it (but it should be a different username/email as I did change it for them), is now linked to my GW2 account.

Was not getting an answer so thought because of them giving my character name that it may have been flagged as fixed or concluded, so started a 2nd ticket referencing to the first as I had left it open for days, up to the 5th of September.

So since 29th August that is the problems I have had, and now with the recent Credit Card saving of information and the illegal way you hold the 3 digit security code, hacked accounts with CC data saved have been getting ripped off, and people who use debit cards are in a bigger problematic area as there is no potential limit to what can be spent on them.

So I have now no trust in your company and am demanding a refund of all titles on my account, except the one given away of course and the GW1 titles on my newer account has been asked to be refunded at current prices even though they were bought end of last year.

Failing this will resort me to seeking legal action against Arenanet and NCsoft for violating my consumer rights, and I will be seeking the cost of the software and other punitive costs. Which your company has until Tuesday at around 1pm BST to fix or I will start the process as this is near the end of my 14 days of purchase for GW2.

I am also recording all correspondence to be used if court action is necessary, as well as all corresponding reference material from the forum.

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Posted by: ryebird.8013

ryebird.8013

Posting on behalf of my husbands account which he cannot log into due to it being compromised.

His ticket number is 120904-009231
His Account name is mmarsh.8203

When he attempts to log in he recieves the message that his email is no longer associated with his account and the self-help options do not work for him.

We understand the number of requests you are receiving and look forward to being able to play the game together again.

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Posted by: passion.5481

passion.5481

Hacked since 5th september

120905-004759 (first ticket)
120905-008912 (prioritized)

Hacked Account since 5th September
120905-004759
120905-008912 (prioritized)

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Posted by: Terexyntl.3281

Terexyntl.3281

Hitting the 8-day mark…

Ticket #120902-011084 is still unresolved. We provided the requested information 4 days ago, and got an update on the forum that it would be resolved “soon” 3 days ago. ANY feedback on the progress would be greatly appreciated.

Gaile, it seems like you are it when “it” comes to feedback. So, if you do not provide it, no one else (Support or otherwise) will…

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Posted by: Nader.5479

Nader.5479

Hi posting on behalf of a friend, His account has been hacked and the hackers have changed his email etc,

He has had 1 response since last Tuesday, which tbh seems ridiculous. And to top it all off in the only response he has had they tell him to use the account recovery of which you need your email. However he did try this and upon doing so it said there has been an error contact support, so he did yet again and is still waiting for a reply.

It’s terrible that you bring out a game and then cannot guarantee players account security and then take weeks to actually give the account back to the rightful owners.

The ticket details are 120904-007601

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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aaaaaand it still says my account is suspended when I try and log into game.

seriously …

argh its not unbanned…

Oh gosh, that’s awful! Can you please update the ticket and let them know? I will also alert the team.

Edited: Updated the team. You do the same on your ticket, please. Sorry!

Just FYI, still suspended.

Please try again. Looks like human error, and we do apologize for that! But I’m assured you are good to go now.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt with

This is also far behind the norm, and we’ll take a look at this today. Please note, threats of legal action do not move your ticket to the front of the queue, nor do threats of charge-backs or BBB complaints. But right is right, and unless there’s something additional that I cannot see in your notes, this should be addressed very soon, with our apologies for the delay.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: fortunae.4169

fortunae.4169

120829-017005 – is my initial ticket
120905-008216 – is my follow up referenced to the last ticket, because the last ticket was not dealt with

This is also far behind the norm, and we’ll take a look at this today.

Hi Gaile,

I’m really not trying to be confrontational but could you folks please give us at least some indication as to where the team are in terms of tickets being “looked at”? Given that I (and, from what I gather looking at several forum posts, others) are now past the 72 hour mark and haven’t had any response whatsoever from a CSR, it’s getting pretty frustrating.

Thanks.

(edited by fortunae.4169)

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Posted by: marcusbash.8642

marcusbash.8642

@Gaile Gray, Why are people getting their hacked accounts returned in less then a day, sometimes within a hour or 2 and I’ve been waiting for 3-4 days? Thats really ridiculous, my patience is about worn out.

120906-010451
120908-001475

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Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Again Reference number 120826 – 004864 created on the 08/26/2012
E-mail from Pluto tell me they pass it on and nothing more
15 days now and still bloody waiting
Why as my e-mail address been add to this account Ensir.1457 when I never used it for this account

SO very sorry about this delay, as well. An agent is working on it right now. If s/he has questions, the ticket will get an update, otherwise I think this will be addressed very soon.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet