This really got out of control, I mean if you can’t handle the amount of Tickets that’s fine you made a mistake a) not having enough personnel and b) not having a proper CS system. Just like the devs/QA made a mistake on the Karma Vendor and I made a mistake buying stuff from him knowing this can’t be correct.
But how hard can it be to step it up and get this kitten done faster? I have 3 friends who got banned due to this stuff, all of them got unbanned on Sunday. I know all of them bought way more and made way more profit compared to my 1g20s so that can’t be the reason.
It’s one database call, instead of taking the 10 minutes it takes to code a script that takes account names from list xy, unbans the account and is run once every hour where the list is filled by GMs who answer the first Ticket related to that stuff with ‘Okay we will unban you, if u don’t respond to this Ticket you agree to the following Terms: You will destroy all Items/Gold you gained from the exploit’ and it’s done.
Instead, like in my case, I file a Ticket, get an answer saying I will get unbanned but I have to post again that I will destroy anything gained from the exploit, then get an answer that they approved my appeal and then get to the Ticket again to actually unban me. So minimum 3 times for a GM to open the case and handle it. Times what, Anet say it was 4000 people, I’m fairly sure it was way more.
In the meantime there’s 5 days of no response, not even an automated ‘Hang in there, we’re very busy right now but we’ll get back to your case within the next two days’. So what do you expect, of course people open another Ticket. Of course people find the ‘Login issues’ button on the support page and open a third Ticket and again, GMs have to deal with that.
Fix your customer service system.
Edit: Oh and, http://www.youtube.com/watch?v=0_E0YYRDTy0 !
(edited by Navaros.2594)