Guild Wars 2

5 days now and nothing. People with tickets after me that were banned for the same thing as I was were unbanned already. This is ridiculous.

Ticket#: 121031-000139

@Angry Loner

Actually, a good number of us here had our accounts banned without spamming chat or mail. A lot of botting bans were handed out without justification.

I’m on to three four days now without a response to my ticket. I was banned for botting. It’s rather unfortunate that we missed out on the end of the Halloween event because of this.

Ticket#: 121031-000139

Although submitting multiple tickets does not help, Naginataka has a point. There should not be an average 24-48 hour wait on things like this. It is not an understatement to say that this is by far the worst support system for software that I’ve had to deal with. According to the permanent account termination policy on the conduct breach web page,

“We exercise careful judgment in every case in which an account is terminated. We will review breaches of the Rules of Conduct and the User Agreement with close attention to the most flagrant and persistent patterns of rules abuse. In such instances, particularly when we perceive a risk of substantial real or potential harm to the Guild Wars 2 community or to the game’s stability, an account can and will be permanently terminated.”

Supposedly, a lot of review is put into any case before an account is terminated. Given that, there should already be tons of summary information available for any non-technical support associate to look up when a support ticket is filed. Clearly, they are not following this policy, as many accounts have been incorrectly banned that would not have been banned if looked at even briefly. And the number of incorrectly banned accounts seems to be increasing from what I can tell by the posts on this forum. So regardless of the length of your ticket at this point, this support service is absurd.

Can someone explain to me why there is a phone number to call for fraud related problems, and only those problems? Is money the only thing that is important enough to warrant being able to speak to another human being? The more I’ve looked through the forums I’ve realized that most support responses are minimal, if at all, and they don’t come in a timely matter. I really hope that this issue is being looked into, because this should not be a recurring problem.

Yeah, I’ve never seen that online. It really is annoying not having a way to contact them. Dealing with customer support over the phone with something like this is so much easier. Plus, the turnaround on these support tickets is a lot longer than it would take to deal with even the worst customer support case over the phone.

I think that people understand the definition of botting just fine. Although some accounts that have map completion and other achievements automate various activities, that is most likely not the case in general. ANet already acknowledged a goof with bans a little while back, and it seems like something similar may have happened again given the number of posts with bans from around the same time.

That happened to me last night as well. Only been down for about 19 hours, but I haven’t heard anything yet. I’m beginning to question their process of dealing with bots if so many people seem to be incorrectly having their account banned. I just hope that they reinstate our accounts before the event is over. I don’t want “Attended The Party” to be the only thing I didn’t do for Halloween because I was temporarily banned for something I didn’t do. Would a bot get 100% map explore, master crafter, and complete the mad king clocktower puzzle? I doubt it. So, I’m not sure how close they are looking at accounts before they ban them.

I’ve apparently been blocked for botting, or other related activities, so now I’m waiting as well. I play a ranger that generally has a pet bear, and I spend a lot of time farming in areas with lots of bots. So, I can’t say that I’m surprised that someone flagged me as a bot at some point, but this is just unfortunate timing with the Halloween events. I have really enjoyed the holiday stuff so far and was looking forward to the last event today. I can only hope that the ticket queues get emptied quickly at this point.