Guild Wars 2

121022-002501

Posting in this thread for the 3rd time…..
14 days of patience, you cannot be serious, this is not funny anymore.
I visit the forums on a daily basis and i see people with exactly the same issue with me got their issues resolved so why should i wait 14 kittening days? Are you guys ok? Cause i feel that you are trolling me.

P.S. If anyone here thinks that i am over-reacting then think twice. Put yourself in my position and wonder how it feels to be ignored.

Get used to it. 14 days and counting, if that’s of any help to your question.

If someone here is loosing his patience after 3-4 days i feel i have to inform you that you should be ready to wait a bit more…..

14 days here and counting.

I just wait out of curiosity…

I was also pissed off initially but later on i realized, it’s a game and it’s customer support is just bad, very bad.

And imagine, i did play Aion for around 8 months and had been paying my sub monthly. Well if they don’t care about their customers i cannot help them.

No words left, just disappointment.

I would love to get an honest answer from someone that represents NcSoft/ArenaNet:

What would have been your feelings if you had to wait for 14 days for a support ticket? Just that… close my account as much as you want, ignore my tickets for months on no end, but please at least answer this question, i think i deserve an answer here.

Hello,

I did submit my ticket on 22/10/2012

After 3 days and no answer i did post here.

Got a reply to my ticket on 28/10/2012 06:04 PM, where the support team is asking me for more info, which i did provide on 29/10/2012.

Since then i am waiting again, it has been 9 days since my original issue and i still don’t know officially what is wrong with my account and what i can do to resolve the issue.

In the meantime i bought a 2nd key this time from an authorized reseller, i am unable to add it and i am waiting to see what the support team will tell me.

Is there something that can be done regarding my ticket? I don’t know what else to do……

Reference#: 121022-002501

Can you please check with your bank if the payment went smoothly over to ArenaNet?

Cause if your bank confirms that ArenaNet got the money and they ban your account for a fraudulent payment then something is very fishy here. Cause i also got a strange reply from ArenaNet regarding my suspended account. Although i provided my serial key when i submitted my ticket, this time they want to locate the purchase by asking me to provide "– Your Guild Wars 2 purchase Order ID provided in the receipt of the purchase(s). ".

So i wonder, aren’t they able to check out this kind of information based on the serial code? I mean come on guys…. you just suspended my account, don’t you even know why you did so? This sounds fishy and not serious.

In any case i did provide them with the extra information, i guess now i only have to wait 7 more days for the next reply.

On a side note, it seems people get banned for a fraudulent payment even months after the game purchase itself. It is highly suspicious as to why now and not earlier? why you are not warned for a fraudulent key when you try to create a new account? Why my brother and a friend of mine that got the game exactly from the same store with me, exactly at the same time are still playing normally? They even bought gems without any issues and now are afraid to keep playing cause of the incident i got, i don’t blame them since i don’t even know officially what is wrong with my account and it has been 7 days.

Well the way i see it, adding a new key to an existing account doesn’t work. I just got a reply from customer support (after 7 days) regarding my 1st ticket, they are asking for more details. I guess now i will have to wait 7 more days for the next reply. I am seriously considering quitting the game. The only thing that keeps me waiting is curiosity and the fact that i bought the game for a second time. So it is 90 euro for me till now and 7 days of just waiting. I don’t want to blame anyone but i think most of us would agree, that’s not the way to treat customers.

“To register you new serial code on top of the old one, you need to enter to the page of the Guild Wars 2 country where this code was bought and register it here. You need to say yes to an existing Account and provide your information to stack the code on top of the other.”

Ok running out of patience here. Gaile please find out who is behind this reply to Stef.9328 and inform him to stop trolling the customers.

This is ridiculous, do we really have to wait for days on no end to get an answer like that?

Let me inform you how it goes! I am 30 years old and i am treated like a child. I submitted a ticket on Monday due to my account being suspended (probably my mistake since i bought the game from an non authorized reseller), i did wait for three days, i got no reply whatsoever, i started reading the forums and found out that if your ticket is ignored you have to post on a special thread which i did, well it is 6 days now and i still got no reply to my ticket, the only thing that i know is that the account team is reviewing my ticket and that’s cause Gaile stated so, so i really have to take her word for it.

I decided that since i am dealing with a bunch of incompetent people on the support team, i should do something myself to speed up things and finally be able to enjoy a game that i like. I went ahead and followed Gaile’s directions to the letter! Bought the game once again from an authorized reseller. I am still unable to play, i am unable to get though all this lack of respect from your side NcSoft & ArenaNet, no matter how hard i try.

And what i am reading here is making me even more mad. You say that we should not pay attention to all the posts and threads on account issue since most of the people that are making them are either gold sellers or botters, well excuse me i think you are totally wrong. I judge from my own experience, i find myself reading these forums instead of playing the game, i see the same people with the same problems expressing their anger and disappointment for over a week now and all YOU come up with is that we should not pay attention to all this cause we are the minority? Excuse me NO, i already feel cheated and i wont let anyone treat me like a child.

I paid for YOUR product twice i demand answers, i dot even care anymore if i get my account back. I need an official apology from YOU. If you cannot handle issues like that then you should stay out of this business and entertain yourself with something other than insulting customers.

On a side note, what happens with all the people that are not reading the forums? Are they being ignored for weeks?

Gaile i do understand that you are trying your best to help out people with questions but when you suggest me to discuss this issue with support i somehow start counting the extra days that i wont be able to play while waiting for the support that still hasn’t replied to my first ticket.

Thank you for the suggestion though.

And let me suggest that you should not let the publisher do the supporting in your next game release.

An information that affects more than a couple of customers should be made available on the forums for public view and should not be addressed over support tickets.

And i would also like to know whats limitations a region introduces.

For an example with my first key that i got from a non authorized reseller i was able to play on the EU servers. So either i had the EU key or the key itself doesn’t limit you from accessing different regions, if that’s the case i don’t understand why use different regions for keys.

In any case i am only assuming that my first key was an EU key based on the key description on the sellers page.

Regarding the second key i am absolutely sure it is an EU key bought from an authorized reseller listed on the GW2 page itself.

Well, yet i am still getting the “invalid region” error when i try to add my second key.

I am totally confused. Isn’t an authorized reseller a valid source for obtaining the game? Cause i have exactly the same issue. My account is suspended and i went ahead and bought a retail version of the game from an authorized reseller. I am getting the same error with the two persons above.

And i am still waiting from support to reply my ticket as to why my account was suspended, but since i am pretty sure it is suspended due to a non authorized reseller i decided to go ahead and get the game this time from an authorized one.

So till now i have spent 105 euro on a game that i am unable to play.

Totally confused and disappointed.

Is the support team working during weekends?

Thanx for the heads up.

What exactly means “In Appeals Queue, awaiting review”?

My account is suspended since 10/22/2012 and still there is no reply from NcSoft as to which are the reasons i am unable to play.

My reference number is #121022-002501 and i already made a post on the “Tickets for Review (3 days and older)” thread.

Since i still got no reply i can only make assumptions as to why my account is suspended and i have a bad feeling, after reading lots of forum topics, that the reason is me obtaining the game from a non authorized reseller.

So i decided to go ahead and buy the game one more time….. but this time from an authorized reseller.

So here i am with a new key, thinking that finally i will be able to play a game that i enjoy without the need to start leveling from scratch.

Well guess what? It doesn’t work. I had to spend 1 hour searching around the forums as to why i am getting a strange error when i enter my new key to my existing account, apparently there is a bug with the authenticator and you have to disable it in order to add a new key. So off we go i said to myself, now it must work!

Nop….. this time i am getting a new error “The serial code you’ve entered is not valid for this region. Please apply the serial code to a valid account in the correct region.”

So i am unable to proceed.

I don’t know why my account is suspended in the 1st place, i am unable to add a new key to this account, unable to play, have no response from NcSoft. You can imagine how i feel.

This is by far the worst customer support i have stumbled upon. I feel totally neglected although i am trying my best to resolve the issue. I am not sure what else one should do to get at least some answers.

Reference #121022-002501

Status: Unresolved

Date Created: 10/22/2012

P.S. I feel like an idiot when my friend that has exactly the same issue gets a reply from the german support team 4 hours after he opens his ticket……

Really it is sad that instead of playing the game i find myself here on the forums waiting for a reply to my ticket….. that goes to show the quality of support.

And the way i see it the 3 day mark is something normal here, i still find it awkward.

It is simple maths.

If you need on average 3 days to reply to a ticket then hire 1 more guy and eventually you will reduce that to 5 minutes, hire 2 guys and you will reduce that to 5 minutes even faster. So someone is slacking here……….

So Gaile instead of spamming here go and resolve some real issues.

These problems wont solve themselves by some kind of magic.

It is a new trick they do nowadays.

Just spam random letters as a response and proceed to the next ticket.

Amazing isn’t it?

Same here, just out of the blue, while crafting, my account was suspended.

Made a ticket and still waiting.

I started playing like 4 days ago and really enjoy the game but i still cannot understand why my account is suspended. Haven’t done anything out of the ordinary and did follow the rules.

What annoys me the most though is the lack of response, i don’t mind waiting as long as i know the reason behind it. Patience has it’s limits and i really hope ArenaNet improves their customer support.

For me personally it is more important to know why my account is suspended rather than being able to play.

I am pretty sure my account is suspended wrongfully and i expect at least an apology.

Don’t forget that we are all customers that paid for a product which in my occasion is not even working atm.