Guild Wars 2

Gaile Gray.6028:

Update: Wednesday through Monday — 21 through 26 November
121102-000090, 121121-001210 Fraudulent code. Please contact your seller to get a refund.
121121-001210 I followed up on this today

Same ticket number, two lines on the same post. The initial number was for ArenaNET reference, the second number is the reopen (which does not appear on my support page). I’m assuming your “Fraudulent code” comment was on the original ticket since I purchased the second code directly from ArenaNET?

I also saw this:

You can reopen the first ticket by responding to it. Please do so and close the second ticket yourself, to avoid delaying your response.

I replied to the last e-mail recieved from support as instructed in hope that this will be resolved. I did check after replying and it does not appear in my support history. A soon as I get a confirmation from support, or the re-opened case reappears, I’ll feel a bit more confident about closing the second issue.

Hopefully this does not place me in the back of the queue for another 26 days.

Original: 121102-000090
Reopen: 121121-001210

24 days since initial request for support, 5 days after opening a new case because the original problem was closed. Can I get this looked at soon?

121121-001210

I still haven’t even received acknowledgement of submission from ArenaNET support on this. This is a continuation from 121102-000090 which was closed by ArenaNET (I was unable to reopen the ticket). Understandably, the fraudulent code I purchased was not ArenaNET’s responsibility, but the nearly non-existent support has drawn entry into the game out to since October 17th. I’ve tried working within your parameters to get this amicably resolved, but as with most of the folks here I am really at the end of my patience. Understandably, you’re not acquiring monthly revenue from your playerbase after initial investment but there is a reasonable expectation of customer service to be delivered.

Unhappy customers are non-repeat customers. Had I known purchasing a new code directly from ArenaNET would delay play further I would definitely have moved on to another game. At this point, I will accept a live account or a refund.

121102-000090
121121-001210

Purchased a bad/stolen key from E-bay. Escalated the case, then the guy cut and ran – that was identified and addressed in 121102-000090 (it took a long time to get the resolution from E-bay).

I went ahead and purchased another key directly from ArenaNet, linked it to my account per the ArenaNet instructions, and patched the client to catch me up. Client patched fine, but when I actually attempt to log in I still get notified that the account was suspended. New case opened (the old one wasn’t accessible) as 121121-001210.

I’d love to play this over the holidays – sounds like it could be a simple flag on the account itself. Can someone please flip that bit?

Thanks!

121102-000090 Account closed for payment fraud; awaiting review

The seller is refusing to work with me on this because of the “awaiting review” in the status update. This was posted a couple of days ago here, but has not updated my support account. Is this the preferred support channel to keep trying to escalate this? Can I get an update on the “awaiting review” or get the account cleared?

121102-000090

Well, at least that gives me enough to go back to the merchant and demand a refund. Hopefully I won’t have to go into litigation. Shame – the guy had a 100% rating on Ebay (was selling multiple keys) and very satisfied customers.

Unfortunately, my guild is really hesitating to come over to GW2 now that they’ve seen the ArenaNet Customer Service in action, though. I’m a fairly patient guy, but the communication and support options have been pretty shocking. I hope they fix that in the future.

I’ll let the merchant deal with ArenaNet.

Trying to get an update on 121102-000090. Escalated to billing after first line support couldn’t find a reason to have the account suspended. If there is a billing issue (which can only mean a bad PID with a non-subscription game), I’ll need an e-mail explaining why so I can take legal actions against the vendor (I have purchased additional games from them) and contact information for Arenanet legal should the vendor choose to fight it.