Guild Wars 2

Noctover.3205:

Let me just re-iterate the sticky post:

All support requests go into one big “bucket,” or queue. Whether the issue is large or small, critical or less urgent, every contact comes in as a customer support “ticket” and every ticket goes into a single queue. From the queue, our agents answer tickets in the order received. It’s not possible to expedite your issue by posting on a forum or on social media or by reaching out to individual employees.

So it dosent matter what your ticket was about or how many people, im assuming it went to the back of the queue, have you waited more than 11 days like myself to hear anything?

Well yeah, hit 11 days, but finally got a response telling me they determined I in fact did get hacked. And that to reply to the email and wait for a response. I replied to the email about 6 hours ago.
I am not complaining about the wait now. Its the middle of the night so I expect maybe a response during business hours. But yeah I understand the salt.
I am glad this guy got a swift response, it was a really messed up error that wasn’t their fault at all. But like he said, to all the people still waiting, and there are plenty of them. Its kind of a slap in the face knowing they can and will expedite. I imagine its because he posted on the support forums and got elevated. So contrary to what is said in the stickies, posting on the forums probably helped this gentleman. This title to this thread kind of makes you want to click it and read it cause its a serious subject.

Wait, have you already gotten a response to your ticket?

Noctover.3205:

Any of yours get answered yet? I’m almost up to 11 days.

I’m about 11 days too, plus I am getting blocked for making any purchases with DRI, YAY. Wildstar or NCsoft in general uses DRI too. So until this ticket gets settled, I can’t uses any paid services involving DRI.

Inculpatus cedo.9234:

Also, make sure your email account is secure. Compromised game accounts are often accompanied by email account compromises, and as such, the usurper intercepts all email correspondence from ArenaNet. It would be best to change the passwords on all sensitive accounts.

Good luck.

Well they are secured now, although I didn’t state that in an update. Maybe I will update that stating my email accounts aren’t an issue and are secured with a new password and setup with an auth to my phone now.

Noctover.3205:

P.S i see a few people who clearly are not waiting for support on here happily able to login looking down from their high horse at people who are clearly frustrated (and rightly so) waiting. Just do you know, waiting over a week to hear anything back as a paying customer from ANY support service is a disgrace and seriously needs more resources dedicating to it. Even BT respond quicker than this (don’t get me wrong, their responses are useless) but still.

That is pretty much why I was griping. Its not really cause of responses. But the fact that I am a paying customer, a regular paying customer too, because I utilize the gem shop quite often. It feels like a slap in the face when you regularly spend money on a game to get your account locked for over a week. I understand they are busy, but this is when you need to start hiring more staff to take on the increasing workload. So the excuse I get when people say “you aren’t paying a sub fee” doesn’t fly when you spend more on item shops then sub fee games. Anyways glad someone understands why I am frustrated, its cause money was involved, my money.

Inculpatus cedo.9234:

I guess you missed the ‘probably’. No matter. They do usually take longer, unless you are suggesting the CS Team no longer takes great care in determining the actual account owner.

Still, just like your lovely in-game mails, I’m always intrigued by what you have to say.

Best of luck.

Heh, if they are struggling trying to verify ownership, I would gladly present my Driver’s License and proof that its my account in person. Concidering I live 30 mins away from their offices in Bellvue, WA.

BancaDuca.3762:

Still 0 replies, i have to send another ticket?

No throw you in the back of the line with each new ticket. I know the wait time sucks, but right now its really slow. I am on 9 days no response, but I’ve been told just bear with it, so thats what I am doing. Eventually they will get to you.

Alright I get it, takes time to review, guess I am pessimistic by nature. I always expect the worst to happen. =(
I hate having to tell my raid team for a second week I can’t be there when I am serious about raiding and never miss a day.

Yeah except we are beyond that 7 day timeframe . Been 9 days and counting. I am trying to be chill, but still going beyond that expected timeframe leaves a sense of unease.

tmorrow.5189:

I think several people are having this problem. I’ve had the same kind of payment failure through the gem store trying to buy Path of Fire. I tried twice with the same payment options as I used a week ago when I successfully purchased some other gem store items.

I’ve raised a ticket with support but they’ve done nothing except claim they are looking into it. I’ve asked for an update on what they’ve actually done, but they haven’t responded. I’m not sure if raising a ticket is worth the trouble.

You are lucky they even replied to you to tell you they working on it. Almost 9 days waiting on my ticket and not a peep from them.

bnorth.1689:

It’s been 6 days for mine, this is crazy. I get that not having a monthly subscription probably means not having a big support staff, but still.

I’m about 8 days now myself. And everyone on discord was like, don’t worry, they are fast and helpful, usually takes them a day or two. Then I read on here a week cause of xpac. Then I read some more about some people who got hacked aren’t getting their accounts back, and I start worrying and thinking, why the hell did I waste on that time raiding and trying to get legendary gear if they are going to just take my hard work away from me. I hope I am worrying for nothing.

9 days eh? Sigh

I got a Payment Authorization Failed also. Is this actually a problem alot of people are experiencing? I thought I was just getting boned cause I was hacked recently, and thought they may have temporarly blacklisted me or something.

Been doing that. I am curious if they are investigating it or just put a lock on my account/name altogether. I even got a new card and got things settled with my bank, but for some reason the only thing it doesn’t work with is ArenaNet. Tried to buy PoF for my neice’s account, this account, wouldn’t let me. There are no problems with my card, but ArenaNet sends back a msg, Not Authorized. So I really don’t know whats going on anymore. I am the victim of being hacked, so why does it feel like I am recieving the kitten end of the stick from ArenaNet?

Its been over a week now since I’ve submitted my ticket. Not even so much a peep from ArenaNet. I was hacked, violated, screwed by some virgin in a foriegn country. I had not set up my authenticator because I was planning on getting a new phone and I didn’t know if it would have the same number. I didn’t know much about authenticators. And if there was a problem with the phone after being set up, would I have to wait extremely long ticket wait times to resolve it? The answer is yes. A hacker got into my account, set up the authenticator and liquidated my character. According to the reciepts I got in my email they tried to charge $300 in gems to my card. Now I understand this is a busy month for ArenaNet. A week with no response about a hacked account, that just bad customer service. Please respond to my ticket.

I am in the situation of a hacked account atm myself. Using my neice’s account that I set up for her, to correspond with Anet, since my account was hacked and inaccessable atm. The problem I have, is the automated message, its inpersonal, makes you feel like its been put into a deep corner and forgotten. I’ve had experiences like that with several game companies, so since I don’t know what Anet’s customer service is like, I am assuming the worst. The point being, there is no telling how long it could take, I am hearing a week on this thread? Well whatever, if thats the case, gimme a sorry for the delay auto msg, we are currently working on it, like every 24 hours. Still an automated msg, but at least it doesn’t totally feel forgotten.