Guild Wars 2

Back in 2012 when the game was first released, I had played for about a month. One day I went to log in, account was suspended. I was told my serial code was fraudulent. (the game was purchased directly through Arenanet’s website) And was given a refund, before I could even try and prove my purchase. I said ok fine, I left the game and never tried to log in until the other day. Purchased Heart of Thorns (again directly from Arenanet website). So after I purchase, apply the serial code, and download the game. I go to log in, well my account is still suspended!! I have opened a ticket, 5 hours later I am asked for serial code, order ID, etc the works to prove I am account owner. I provide with all the details. Then am told that he meant to ask for the Guild wars 2 core serial code. Being confused because of past issues and being told that old key was fraudulent. I asked him to explain and tell him that I a bit confused. No response until 5 hours later, and a new GM explains it in a bit better detail. So since I still had the original code and purchase information, I provide him with it. 1 hour later he sends a response saying “We just wanted to let you know that we are working on your ticket. We are trying to find a solution for you and will let you know as soon as we have new information for you” It has now been 17 hours and 30 minutes since last response, and my account is still suspended….ridiculous!

Why was I allowed to apply a serial code to a suspended account? I should have had some sort of warning before the code was link! I could’ve made a new account and would have been no issue! Do GM’s actually have the ability to resolve issues or are they just the middle men/email pushers? Whatever the case may be, this is extremely slow for the amount of money you charge for purchasing the game. If it was cheaper I’d expect this sort of treatment. If I have to wait much longer, I guess I will just get a refund and never play Arenanet games again. And hopefully I will be able to sway a few people to also avoid games made by this company.

They do have the power to resolve issues, they also allow themselves 72 hours to respond to tickets. If you have been waiting for longer than 72 hours you can post your ticket # in the appropriate sticky.

Depending on the cause of the suspension, reversing it may not be as simple as checking/unchecking a box. Legal considerations do have to be taken into consideration.

I do however think it should warn players who are about to apply a key to a suspended account and ask if they want to proceed and what to do if they want to request the account be unsuspended.

When you were given a refund, did you not get notice that that account was forever void, and could not be re-instated?

I know it states that in the Knowledge Base:

‘Note: The refund process includes permanent closure of the Guild Wars 2 account. If you wish to continue to play Guild Wars 2, or if you desire to play in the future, you will need to purchase a new serial code and create a completely new account.’

I’m sure the CS Team will be able to remove the Serial Key from the closed account and issue you another to create a new account. There are other players they are serving, as well, up to 5000 per day.

Good luck.

Can confirm this, had a different issue recently and they basically told me to go kitten myself because they don’t have the tools to help me, even if it’s a game breaking bug.

IGN 1/10.

VaLee.5102:

Can confirm this, had a different issue recently and they basically told me to go kitten myself because they don’t have the tools to help me, even if it’s a game breaking bug.

IGN 1/10.

That does sound right: user has unspecified “game breaking” issue, claims support was super-rude, gives bad review in fit of pique.

Meanwhile, almost every report from people in this forum who contact support ends with “…and they fixed it”, including cases where it was some foolish user error. (eg: purchased the wrong perma-tool, can I swap please, or deleted it, or whatevs.)