Guild Wars 2

Is it just me or does it seem like they have the worst customer service ever?

I purchased my main account 2 years ago under the account/display name “breezybealle”…. I used that account for over a year before my daughter decided she wanted to play also, so I purchased a digital heroic edition for her last Christmas. When we registered that account, they changed MY display name to the one that she tried to register, so I was no longer “breezybealle” but “lexibreeze”. Her new account became “lexikins” instead. When I contacted support about it, they told me that they could not change my account/display name to “breezybealle” simply because I requested it. WTH?? I told them that I wasn’t REQUESTING it, that it was an error on their part and how it even got changed in the first place is beyond me and that they needed to fix their mistake….. obviously if it miraculously switched after I’d already been using it for over a year, then it CAN be done. But after a week and 10 or so back and forth emails of them telling me the exact same thing, I am stuck with the account name “lexibreeze” which really ticks me off, because as stupid as it may sound, Breezybealle is part of a themed sort of thing for me, and as players know, your account name is how everyone distinguishes you amongst the many characters you may have. That never got resolved and to this day I get infuriated when I think of the responses I received from them. It’s as if they don’t even read what you write, they just send you some automated response that has nothing to do with the real issue.

NOW, when my daughter tried to install the game on her new computer, it says she has to authenticate her account again. But for some reason, no matter what we have tried, the authentication emails are not coming through. We’ve added their multiple support addresses to her email account, given them a second email address that they can contact us through, submitted a support ticket, and NOTHING. What’s worse, is that she can’t even sign on to her account online to contact them through the system. If I didn’t have my own separate account, we wouldn’t even have the ability to post an issue on the forums. And with absolutely no phone support whatsoever, how are you supposed to contact them when none of their emails will come through?? It’s pure madness. People should not have to wait days upon days upon days to be able to access their account because of errors on the dev’s end. It’s sad and frustrating.

So, now, here I sit, wondering if I should just buy her a friggin second edition while they are on sale at least. That way maybe she can play sometime this millenium.

If your daughter is not receiving emails consider reviewing this article:

https://help.guildwars2.com/entries/64124056-Problems-Receiving-Guild-Wars-2-E-mails

This part of the article may be of interest to you given what you described:

If you are not receiving automatic responses from Support after submitting a ticket, please submit a new ticket using an alternate e-mail account. The alternate e-mail account should use a different e-mail provider than the one you’re having trouble with. For example, if the e-mail you used previously was @yahoo.com, the alternate address you use on your new ticket might be sent from a @gmail.com or @hotmail.com address. Make sure you let us know which e-mail address you’re having trouble with, and which address you prefer us to use in the future. Additionally, please include the number of your original ticket (if available) in the subject line of your new one, as well as any other information you previously provided.

Note, your daughter does not have to be able to sign in in order to submit a support ticket. You mentioned a support ticket has already been submitted anyway. The ticket should have been submitted for your daughter’s account as support will not discuss account issues with a different account holder. Tickets are reviewed in the order they are received. If you do not receive a response within 3 days (72 hours) you can post the ticket number for review in the “3 Days & older” sticky thread.

I had already read that article, and followed all of the steps they suggested. The support ticket WAS submitted using her account info, however if we cannot receive emails at the given address or alternate address then their reply will never be received.

As far as posting the ticket in the sticky thread, if we cannot login to the guildwars2.com site without authenticating under her email address, then we cannot access the forums to post the ticket number for review. … unless I do it under my login, in which case you’re saying they won’t do anyway.

Either way, the fact that you cannot contact anyone besides anything other than email is ridiculous in the first place. That it can take up to 72 hours just to receive a first response only adds to people’s frustration… especially when the response they receive doesn’t help. So then they have reply to THAT and wait another 72 hours for an answer to their reply. It’s a slow and repetitive cycle. And nothing can be done about it because all we as the consumer can do is vent our frustrations. Its not like you can ask to speak to a supervisor. Or anyone for that matter. We just have to sit here and wait. And wait. And wait some more. And if nothing gets solved, it doesn’t really matter to them because there’s nothing we can do about it anyway.

Keep in mind that they would probably find it easier and be more willing to help if you described the situation in a calm and clear way rather than the passive-aggressiveness we are seeing here.

Keep in mind that CS is people. People can’t do unlimited amount of things in a limited amount of time. The game have potentially millions of users and more than you might have issues at this time and as such it will take time for them to read, check and answer tickets.

lexibreeze.6735:

As far as posting the ticket in the sticky thread, if we cannot login to the guildwars2.com site without authenticating under her email address, then we cannot access the forums to post the ticket number for review. … unless I do it under my login, in which case you’re saying they won’t do anyway.

You can post your daughter’s ticket number in that thread for her if it has been over 72 hours. Also, as I quoted from the article, has your daughter tried setting up an email account with an alternate service and submitting the ticket? Did she get the auto response if you have done so? I’ll quote it again incase you missed it.

If you are not receiving automatic responses from Support after submitting a ticket, please submit a new ticket using an alternate e-mail account. The alternate e-mail account should use a different e-mail provider than the one you’re having trouble with. For example, if the e-mail you used previously was @yahoo.com, the alternate address you use on your new ticket might be sent from a @gmail.com or @hotmail.com address. Make sure you let us know which e-mail address you’re having trouble with, and which address you prefer us to use in the future. Additionally, please include the number of your original ticket (if available) in the subject line of your new one, as well as any other information you previously provided.

You would be surprised how many people create a 2nd email account from the same provider where the first one is having issues, then wonder why it’s still not workng…

@Lord Krall – I did explain myself in a calm and clear way. No screaming, no name calling, the problem was stated clear & precisely. The reason you are seeing “passive-aggressiveness” here is because I have done everything correctly and the problem still is not resolved. This is me venting BECAUSE I did not take it out on anyone. I understand they “is people” and that it does take time to read & reply. My point is that if they had telephone customer service (as most companies do) simpler things could & would be handled MUCH quicker.

@ JustTrogdor – That’s great if I can post for her in the sticky thread, however, my point was that if she can’t login to her account to post to the forums, and didn’t have my login, then communicating with customer service would be hard if not impossible.

Also, yes, we did create an alternate address (which I mentioned in my previous post) and it was from a separate service provider. We received an automated reply, and a support reply that told us they fixed something on their end and to try to login again. She did but still no authentication emails. So we replied back that it didn’t work. Again. And then waited for another response.

@ Ellieanna – yes, I agree. That is why she created an email from an alternate provider.

I can read and follow directions. I have done everything that was requested from their end. And still we sit with no solution. I am not a mean person, rather I am generally very laid back and easy going. And if this had been the first time I’ve encountered a problem I may feel differently. However, this is the third or fourth issue I’ve had that has taken way too long to handle. Especially for something so simple as logging in.

(Hypothetical Situation): What if this was someone’s Spring Break and they’ve thought of nothing else besides being able to waste their days playing GW2 the entire week?? Only to find out that because they can’t receive an email that will allow them to login and customer service takes 3 days to respond and it still doesn’t get fixed then suddenly they have to go back to school or come back from vacation, or whatever the situation is. It may sound stupid to you, but would be very disappointing to someone else.

The main point of this thread was regarding the Customer Service not to reiterate the things that have already been done correctly on my behalf. My opinion is that simple things should be able to be handled much more quickly. They offer no other way to fix things besides email communication which in itself is ridiculous, especially since its obvious they have many many problems communicating with people through email. A two second reply takes days for them to read & respond to, and its back and forth and back and forth. Very frustrating for players. Especially when the issue never gets resolved.

Thank you!

When she couldn’t login, she wrote directly to support@guildwars2.com and she received an automated response with the ticket# 1056288

But there was also an automated response with ticket# 1057011

They told us they removed something on their end that may have been bouncing the emails back to them, and for us to try again. So we did. But still no authentication emails. We’ve added all 5 support addresses to her contacts so it would accept, but that didn’t help either.

She just needs to be able to authenticate so she can play from her new laptop. There has got to be another way to do so… what if we can never receive that email? She’s also created an alternate address from a different provider.