Guild Wars 2

Just a bit of feedback on submitting a ticket with support (https://forum-en.gw2archive.eu/forum/support/mac/Submitting-a-Support-Ticket-for-the-Mac-Beta-Client/first#post179003). I’ve tried this recently, and some points of note:

1. The support desk require a plain text system information file, which (under Mountain Lion) needs installation of additional software to produce.
2. The support desk’s suggestion (in terms of trying to track down why resolutions are not correctly displayed) was to ask if my monitor was set to that resolution. Really? That’s the best you’ve got?

I’d suggest that – whilst you guys are no doubt super busy with support calls – you’re actually increasing call load for yourselves by double-handling tickets and asking people really dumb questions. I’d make the suggestion in the first instance that the thread on submitting support tickets is updated to show the new process for submitting support information for Mountain Lion customers, and secondly that your support desk take the time to read the submitted support query so the customer doesn’t have to ask the same question again.

TactualRain.7109:

1. The support desk require a plain text system information file, which (under Mountain Lion) needs installation of additional software to produce.1. The support desk require a plain text system information file, which (under Mountain Lion) needs installation of additional software to produce.

TextEdit… Write your file up… Format:Make Plain Text (Shift+Cmd+T)… Save.

Whether there’s a workaround is not really the problem is it? Having instructions that say to do something different is unhelpful.

The help desk could have, as an example, have used your description there against the file I’d already supplied.

Just so we’re clear on the total message I got from support, I’ve included it below. I’ve highlighted the small portion that relates to my request (which doesn’t get close to solving the problem). Note their recommended steps for a diagnostic file, which are different to those described in the forum here and kind of my point. Note that as indicated, I’d supplied a system information file, using the instructions in the forum here (pinned at the top).

Hello,

Thank you for contacting NCsoft Technical Support.

I apologize for the delay in our response; we have an unusually high ticket volume which we are working through as quickly as possible.

Please be sure the resolution of your display in OS X is also set to the correct resolution of 1920×1080 as well.

If you are still needing further assistance please provide me with the following information about your computer.

Depending on which version of Mac OS X (10.7 or 10.8) you are using will determine which steps you will need to take to generate the System Profile

To generate the system profile for computers on Mac OS X 10.7 and earlier, please follow the steps below:

1. Click the Apple on the Finder Menu Bar

2. Click on “About This Mac”

3. Click on “More Info” and then on “System Report”

4. In the Finder Menu Bar Click on “File” and then “Export as Text”.

5. You will see a dropdown appear requesting where to save the file. You can name the file anything you like next to where it says “Export As”, then next to the “Where” field, please choose your desktop as your save location. Keep the File Format as “Rich Text Format” and select “Save”.

6. Attach this file to your ticket when you reply.

To generate the system profile for computers on Mac OS X 10.8, please use the following steps to generate your system report:

NOTE — With the update to Mountain Lion 10.8, the ability to save your system specifications to a text file has been disabled. Because of this, you will need to use a free 3rd party application called “MachineProfile” which is available from the Mac App Store.

To install this program and save your system profile please follow the instructions below:

1. Open the Mac App Store which can be found in your Applications folder.

2. Search for and download “MachineProfile”

3. Open “MachineProfile” and give it just a minute to recognize your devices.

4. Select “File” and then “Save as PDF” from the Finder Menu Bar.

5. A box will dropdown with options on where you want to save the file. Please choose either the desktop or your doccuments folder as your save location so the file will be easy to locate and select “Save”.

Attach the file to your ticket with your reply.

Please update your incident at the provided link and attach the file you created. If you need assistance attaching a report to the ticket please follow the instructions in the following Knowledge Base article:

Title: Attaching a File
Answer Link: http://help.ncsoft.com/cgi-bin/ncsoft.cfg/php/enduser/std_adp.php?p_faqid=5887

Once we receive it, we will have a much better understanding of what may be causing the issue.

Regards,
XYZ
NCsoft Technical Support