Showing Highly Rated Posts By Michael Henninger.7451:

CS and Defrauding (aka Scamming)

in Account & Technical Support

Posted by: Michael Henninger.7451

Michael Henninger.7451

Game Support Lead

I don’t like scammers. >=( I crush them with my ban-hammer and it brings me joy.

GM Delicious Intent
Twitter: @ANetCSLead
GM Delicious Intent.5928

CS and Defrauding (aka Scamming)

in Account & Technical Support

Posted by: Michael Henninger.7451

Michael Henninger.7451

Game Support Lead

Hi guys!

I wanted to give you a quick rundown on what involvement Customer Support takes regarding defrauding/scamming. Let’s look at the two parts of this:

1. We do not reimburse wealth lost to other players for any reason if it is outside of the Black Lion Trading Post. This is because Customer Support can not duplicate wealth. With the volume of requests coming in we alone would damage the economy if we were to restore wealth lost when trading takes place.

2. We terminate accounts permanently for defrauding (scamming). If you are found to make a deal to trade (say, sword for gold) and not hold up your end we will investigate and terminate. If you are the victim of a scam you should submit a support ticket and provide what you lost and the time and date as accurately as you recall. This is usually all we need to research the event but we will ask you if we need more info. You do have a right to know the outcome of these investigations but be aware these take us a few days to resolve.

Please be sure to include the full details of your trade via game chat (any channel is fine) in Guild Wars 2
We absolutely must be able to see the deal being made to find guilt. Do not use voice chat software or other means to communicate while making a sale/trade.

Again; this will help us terminate accounts that are cheating other players but will not result in a recovery of your losses.

Please understand that you are allowed to trade outside of the BLTP – but you will not receive replacements for lost items or gold. The same goes for selling dungeon runs. CS will not suspend or terminate you for selling runs. We will, however, take action if you take payment and not fulfill your end of the bargain.

I’ll watch this thread for questions and clarify where needed. Thanks!

GM Delicious Intent
Twitter: @ANetCSLead
GM Delicious Intent.5928

10 mins commanding FR zerg and being reported

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

Michael Henninger.7451

Game Support Lead

Hey everyone,

I want to clarify a couple of points for you that I feel are important.

1. ArenaNet GMs very rarely send unsolicited whispers.

2. ArenaNet Senior GMs all have character names akin to GM Madi Walker and have the ArenaNet Guild Tag.

3. All ArenaNet GMs have GM ‘Hopefully Cool Alias’.#### for a display name.

4. GM whisper text is golden; not purple.

5. Impersonating a employee or agent of ArenaNet will result in an immediate suspension or termination of your account.

Hope this helps you identify real GMs versus the imposters out there.

Hunt safe.

GM Delicious Intent
Twitter: @ANetCSLead
GM Delicious Intent.5928

Customer Support and the Feature Pack

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

Michael Henninger.7451

Game Support Lead

Hello, everyone! We wanted to take a minute to let you know about a couple of item types that we’ll be doing refunds for after the feature pack is live. We will be granting refunds for the following items:

Gem refunds for items you are unhappy with due to changes in the way the item functions:

• Tonics that used to be Town Clothes that were purchased in the Gem Store
• Outfits that used to be Town Clothes that were purchased in the Gem Store

Duplicate Gem Store Purchase Refunds:

• Duplicates skins that were purchased in the Gem Store
• Duplicates of Tonics/Outfits that were purchased from the Gem Store

Dye Refunds:

Dyes exclusive to Dye Packs from the Gem Store will be replaced in the event they were applied to multiple characters on the same account prior to the Feature Pack on April 15th. Duplicates of these dyes will be replaced via the in game mail by May 11th. In order to receive replacements for these duplicate dyes:

Log in to every character on your account after the Feature Pack goes live on April 15th and before 12:01 AM on May 6th (PDT).

We will not be able to process any refund requests via Customer Support tickets before May 12th. If you expected to receive dyes and do not receive them by May 12th, feel free to create a Customer Support ticket at that time. The dyes eligible for refund are:


Acid                                  Acrid                                Algae         
Amenity                           Blacklight                        Caustic 
Charred                            Cinders                            Cobolt       
Cyanide                            Deep Glacial Sky            Deep Glacial Teal 
Enameled Crimson         Enameled Emblaze       Enameled Legacy 
Enameled Reign              Enameled Sky                 Flame        
Flare                                  Fling                                 Glacial Sky 
Glacial Teal                      Limonite                          Molten 
Onset                                Perseverance                  Prosperity 
Pyre                                   Recall                               Shiver Sky 
Swampblack                    Toxin                                Vincent     
Violite

All requests for refunds must be submitted prior to July 15, 2014.

As always – feel free to create a ticket with customer support if you’re unsure about an issue. Please be aware that response times may be higher than normal following the Feature Pack.

*edit: formatting

GM Delicious Intent
Twitter: @ANetCSLead
GM Delicious Intent.5928

(edited by Michael Henninger.7451)