Guild Wars 2

Ascalon Catacombs Tzark Path. Sept 28th, 2012 Approximately 2:20 A.M. received 45 tokens instead of 60. Hadn’t done a single dungeon in a few days. Took about an hour for my party complete.

It’s official only ArenaNet staff can update that page. Hopefully, it will be working when I get off work tonight. CS reset my password when they unbanned my account, but they didn’t tell me the password was one-time use only.

Okay yesterday my account was finally unbanned, however, the CSA did not tell me the password he reset it to was one time use only. So now I am once again locked out my account because of incorrect password, even though I’m using the one he gave me.

Hacked Account – Ticket submitted August 31 – Ticket number 120831-015403 Reference # 120905-000036

edit In case you wondering how I am still posting even tho, I can’t log-in. Apparently the forums do not log you out even though you close out the browser.

Alexixiv.4582:

Aero.8160:

I personally, bought another account,(been waiting for a week to get my original account back) and when customer support gets their act together, I’ll be demanding $80 worth of gems.

I wish I had that kind of courage… hats off to you

In what other industry would waiting a week and being unable to use a service that you paid for would you not get ANY kind of compensation. Even power companies in natural disasters give something.

I personally, bought another account,(been waiting for a week to get my original account back) and when customer support gets their act together, I’ll be demanding $80 worth of gems.

I Posted on the FIRST page when that sticky was made, still haven’t been helped.

Been waiting since noon EST of Aug 31st to have my account unbanned. My support ticket # is 120905-000036. My previous Support ticket number is 120831-015403.
My ticket also includes my login-ID,My serial code , Character Name
Copy/Pasted from my support ticket
On Aug 30th I received multiple emails stating that someone is trying to log-in to my GW2 account. On the morning of Aug 31st my account was banned for RMT. On Sept 3rd, I was contacted by GM Verminthrax that s/he had reset my password, and I followed the link to change my email from the randomly generated one. After changing my password, I try to log-in only to see that my account is still banned. Now, I have received no reply since then from anyone.
END

I’m still waiting for a repsonse to my ticket from Aug 31st, Ticket #:120831-015403

I’m still waiting for a repsonse to my ticket from Aug 31st, Ticket #:120831-015403

At least you can play the game to care about losing gold.

3-6 days is the current turn-around time on tickets, at least this has been my experience. Although my situation is still unresolved because some idiot didn’t fix my problem correctly.

If my guild wars 1 account wasn’t linked to this account I would have already did- a charge-back AND bought another account. That would most certainly be faster than my ticket which is 6 days old.

I feel for ya, some of us have been banned since as early as the 30th and have gotten 0-1 response(s) from customer support with no resolution.

Idk, flaming centaur bone minions, sounds like a great way to get customer support moving faster.

[/quote]

I would not mind, but the thing is we actually DID get responses to our tickets (some even approved, some pending) and yet the tickets were abandoned half way. What kind of customer support does that?

All the while, others have had theirs fully seen through to the end. I understand that hacked accounts are prioritized (and I would definitely want theirs to be resolved, look at those 8~10 day no-resolution tickets!) but how can customer support just leave a customer halfway through an opened case and completely ignore said customer?

I want an answer to that.[/quote]

I’m in the same boat, they just left my ticket unfinished and moved on to the next one. I haven’t been waiting as long as some of the other people on this forum, but this is cut and dry BAD customer service.

The MOST distressing thing is once you have been responded to by a human being, your ticket doesn’t take priority over tickets that haven’t been responded to. So if your issue isn’t solved you have to wait another 3 days to talk to get another response.

Well, I know the server resets daily attachments and other updates at noon pacific, which also happens to be when my my account got banned, maybe the un-bans are are just a scripted process that gets run everyday with that as well.

Not to make your issue seem un-important, but there are literally hundreds(if not thousands) of players, who unable to play(due to RMT hackers or bans that we’re s’posed to be lifted but aren’t) and have no estimated time of resolution.

Also the turn-around time on support tickets seems to be 72-96 hours so, you’ll probably be un-banned before your ticket even gets looked at.

At the very least you need to change you password.

They will ban your account in order to “protect it from suspected hackers”. That’s what happened to my account, I haven’t been able to log in since the morning of Aug 31st.

In all honesty, NCSoft is probably the ones holding ANet back from making it happen.

Idk, but you should change your Account E-mail and Password before it gets banned then you have to wait 5-12 days to be able to play again.

I’m so sick of this stupid email bullkitten, they need Live Chat support. Individual tickets could be resolved so much faster.

It took four days to get my account back and secure, and from what I’ve seen, I’m expecting to be able to log in around Friday night, Saturday morning.

Maybe if we can get a big name like G4TV to publicly blast them, it will light a fire under theirkitten and kitten will get done.

If you can review tickets, can please check on my ticket: 120831-015403, it was s’posed to be un-banned yesterday.

The only reason I haven’t tried to get a refund is because my GW1 account is linked to my GW2 account, and I and my friends put alot of time and effort into getting my HoM to where it is now.

Did anyone else laugh when they boasted about hiring 28 new ppl to help with literally thousands of support tickets?

@ Demigod.7516 That’s what I thought would happen but I guess not.

I wonder if anyone who has posted on these forums has had any kind of response from customer service team today. I know I was one of the first posters on the “Players still waiting thread”. Also, someone at their customer support team is incorrectly flagging tickets as done, seeing as so many people have posted about tickets older than Sept 1, still unresolved that involve hacked accounts and the Karma Exploit bans.

Demigod.7516:

Who unbans accounts Gaile?

I always assumed that whomever handles your ticket is supposed un-ban your account for me it was Customer Support Agent Verminthrax,

Yea, I have have my account back, but the support team never un-banned my account.

Yea the GM who handled my ticket did not unban my account, and apparently, didn’t flag my ticket as unresolved. Seeing as tickets submitted prior to Sept we’re supposed to have been completed. At this point they need to have 24/7 live chat and phone support, because this e-mail crap isn’t moving fast enough for the volume of support tickets they have.

On Aug 30th I received multiple emails stating that someone is trying to log-in to my GW2 account. On the morning of Aug 31st my account was banned for RMT. On Sept 3rd, I was contacted by GM Verminthrax that s/he had reset my password, and I followed the link to change my email from the randomly generated one. After changing my password, I try to log-in only to see that my account is still banned. Now, I have received no reply since then from anyone. My support ticket numbers are as follows:
Hacked Account – Ticket submitted August 31 – Ticket number 120831-015403
120905-000036
Updated
09/04/2012

Blocked/Suspended Account
120831-015403
Updated
08/31/2012

Still waiting,

Aero.8160

My account was suspected of being hacked(Aug 31st) due to multiple attempts of someone trying to log in overseas. my original support ticket is 120831-015403, GM Verminthrax was able to reset my password and I now have a unique password on both my e-mail account and my GW2 account. However, when I attempt to log-in I still get the perma-ban pop-up at the launcher. After which, I then submitted another ticket(120905-000036) which I am now waiting to be responded to.