Guild Wars 2

We can appreciate the catastrophic nature of the unexpected attack on your client’s accounts. We can even appreciate how ill prepared you were to deal with an attack of this magnitude. What we can’t appreciate is how little regard you give your affected customers.

Cut and paste updates insult your clientele. Poor GaileGray can probably type “we’re looking into it” with her toes at this point… in the dark…. And even if she IS the only one giving us any kind of responses, once bed time rolls around, we’re in the dark again for 12 hours.

A large number of us are still waiting to hear ANYTHING related to our accounts. In some cases it’s been over a week, despite the blatantly disingenuous “We’re resolving prioritized hacked account tickets within 72 hours.” from your Wiki. Most of us understood your dilemma and waited for the 72 hours to pass before becoming concerned. Then we waited 84, then 96, etc and still not even a courtesy update on our status. Or a genuine indication of how challenges are being met.

I’m not one to join the charge back, “your company sucks”, or the “I’m leaving” crowd, but I will ask, please, let us know what’s legitimately being done to resolve our issue and give us a realistic time frame for their resolution.

From the Guild Wars 2 Wiki:

“Hacked accounts – If you submit a support ticket for a hacked account, ensure it is properly prioritized by following these instructions. We’re resolving prioritized hacked account tickets within 72 hours.”

The ticket was submitted per instructions, 72 hours have come and gone….

I’m hoping with the meetings they had today, we’ll see some action on this real soon.