Guild Wars 2

Me
To Guild Wars 2 Support
Today at 8:51 PM
Ok, here’s the thing, EVERYONE I talk to about this issue, states that this ongoing issue should have been resolved A LOT SOONER (than the two weeks that this is pressing towards), that this has gone on for a bit too long, that the customer support ANET provides is a joke! I suggest that the teams may be overwhelmed with work and that it is not as easy as it seems. I even posted in your forums that I DO UNDERSTAND that it is quite a bit to work with issues as such, in fact, I (MYSELF) do this for a living. I am part of a company which offers computer Tech-Support/Diagnosis/Repairs and completely understand what it is like to be flooded with work and how IMPORTANT it is to work swiftly yet efficiently and accurately so that we do not tear our rapport with our clients.

BUT, to be completely honest, this is beginning to become a bit humorous. I am standing up for you guys, and in return, am putting up with what is evidently an insufficient, lacking in skill to be accurate or correctly informative (updating clients of the status on the issue at hand), company who seems to not only undervalue the product they support, but does NOT deem the relationship with their customer base to hold any value at all thus far terminating positivity from the image of you as a whole.

I cannot seem to fathom a simple thought on how one can hold a goal to become successful when such little efforts are put forth. It is to my understanding that you are losing more and more clientele due to the reasons that we see today. I mean, why do I even have this email from you guys stating that I “should” have my rewards which I sought for? Let me ask you this. What is the process you guys muster up for this simple procedure? I would imagine, HOPEFULLY, it would go something like this.

1.Client sends in ticket,
-Ticket is received in the order it was sent, read, then directed to the proper department for further processing
-Ticket reaches its destination, and awaits further processing
-Ticket is pulled, viewed, then is operated on, fulfilling what client had requested
2.Support Team updates Client and/or verifies with Client to assure satisfaction,
-Ticket if resolved is closed, if not, evaluated and operated on further
-Ticket then is confirmed by team lead that it is concluded and succeeded
3.Support Team confirms with Client that issue is resolved, resulting in satisfied customer base boosting NPS (National Promoter Score)

The above is a rough image in what I see when I think about how your ops team functions the way it is supposed to. Now what I think is happening at this moment in time is COMPLETELY different, unproffesional, unethical, and not yielding positive results.

1.Client sends in ticket,
-Ticket is received in the order it was sent, NOT read (but responded to with a ‘copy and paste’ message), then directed to the proper department for further processing
-Ticket reaches its destination, and awaits further processing (prolonged by impatient disapointed clients)
-Ticket is pulled, NOT viewed, POSSIBLY operated on, MAYBE fulfilling what client had requested
2.Support Team updates(‘copy and paste’ message) Client _______________________
-Ticket is closed, period…

What is going on!? Why does it feel like this is your approach? Not only do I feel this way, but a MAJORITY of people going through issues/BUG’s with your game feel the very same! This is a shame and should not be tolerated by your higher-ups. If the people handling this are the ‘higher-ups’, then I feel bad for the Guild Wars Team as a whole, as I feel it will not continue for long with things looking like this.

TO ANSWER YOUR QUESTION, WHETHER OR NOT I RECEIVED YOUR MAIL, THE ANSWER IS “NO”.

Honestly, I hope things turn around for the better. I wish that your support department and the rest of the Guild Wars Team do improve on its tactics and operations as not only do I and the rest of your customer base rely on it, but so does your future. Please, hear my calling and succeed where you could possibly fall. I hope for the best but expect the worst.

My Best Regards,
Omally Ov Tyria

Landry (Guild Wars 2 Support)

Mar 06 16:22

Hello,

Thank you for your patience as we investigated your inquiry about the rewards associated with finishing the World Complete achievement.

Earlier, we sent the final batch of Gifts of Exploration to accounts that had earned the gifts but had not received them. Please check your in-game mail box for the items. If your inbox is full—that is, if it holds 10 or mails—you may need to delete a few mails to allow the arrival of the mail containing your Gifts of Exploration.

After trying the above, if you still have not received your Gifts of Exploration, please reply to this e-mail and we will look into the matter further for you.

Regards,

Landry
Guild Wars 2 Support Team

Each ticket is a number at the DMV. (errrrmehgerrrrd i hate that place) We pull a number and take a seat and pray that our time there is less than a dreadful hour. They will call our number as soon as they are done with their current client. Our number gets called, we go up, and tell them “I need to do this”. They work on it, we pay them, we kick rocks outta there! On to the next one. Now, as I said, we pull ONE number, NOT the whole roll -__-.. Why don’t I pull the whole roll? Because they are going to slow down even further looking at every single number for that same person who decided it would speed things up when in turn, took the same amount of time getting to the first initial number they pulled and even longer to get through the duplicates. GREAT JOB GUYS, you made my time at the DMV even longer!!

That is EXACTLY what happens when submitting duplicate tickets for the same issue because you do not have the patience to wait for a reply. In turn, they take even longer to process each of your tickets that you initially pulled because they must investigate each one as if it were a separate situation.

I know a bunch of you are thinking, “well, what the heck, I never get a reply” or “they take so long to reply so I send another to be sure”. Think about how many people are doing EXACTLY that.. this is the reasoning behind such an untimely response.

In conclusion, I will leave you with my BEST advice to give to everyone and anyone who wants to send a ticket to ANet for this “BUG” or any other issue. That is to use their Website’s “BUG” submission form. It is to my belief and many others out there, that this will yield better/more satisfactory results than the “in-game” bug report. Also, please, do us all a favor and just be patient! Send one ticket, JUST ONE, and wait for their response to populate into your email’s inbox. At that point in time, if you deem it necessary to reply to their cut/paste PSA, then you may do so by replying to the SAME chain email, DO NOT create another ticket as it will only slow the process down for yourself and others.

I would like to remind everyone that this post is according to my sole beliefs, whether or not you follow is up to you. I do wish this issue to be resolved as soon as possible as it is NOT pleasant to have to wait for something we’ve all worked really hard for. Especially for us veterans which this may not be our first rodeo. I believe with the cooperation of all of you reading this, we can definitely speed things up by just being patient. (Sort of redundant right?)

Thanks for reading guys! May all of your travels be filled with Great Adventures and Shiny Loots!

Safe Travels,
Omally Ov Tyria

I believe it is now time for me to drop my two cents in on this thread.

I would like to state that the following is only my opinionated theory and not actual fact, that this is what I believe “MAY” be happening in this current scenario.

Ok, now that I have that cleared up, allow me to start off by saying, that I have been following this thread for the past two weeks now, and it is not pleasant. I have chose to follow because, well, I too am a victim of this certain “BUG”. Now, what I am going to say here may not agree with what everyone else thinks, but I do believe that it is a valid possibility.

We are all narrowing down the root cause of this version of the “BUG”, to have something to do with the latest patch “Attack On Lions Arch”. The exact reasoning is unknown. Whether it is a mishap in coding chain-linking to another line of code is obvious, that’s just the realism in programming/releasing new patches for our game. What a few people had mentioned earlier on in the thread, actually sounds quite accurate, and that is, that the “two new poi’s” (Point of Interest [The Breachmaker] and Point of Interest [Deverol Island]), are the trigger of this error.

As I dive deeper into this, I will also state that, another gamer had also mentioned something that actually seemed quite interesting in correlation to the previous statement. That is, that the patch actually seems to turn Lions Arch into an instance/dungeon rather than an ordinary map. Now, if this is true, and the coding to go into this fits that description, then the two new poi’s that are a part of this map will not count towards 100% map completion thus far, cause a conflict within world completion in itself.

Another possibility I have ran across, is that those who have already completed Lions Arch prior to this patch and received their “Lions Arch Zone Completion Chest” may have potential in triggering the “BUG” by not allowing the world completion chest to spawn because they had already received the zone chest prior to the patch. Confusing right?

ANYWHO, no matter the cause/trigger of the error, it is here and this “BUG” couldn’t of came at a better time and the result of it being a bunch of angries raging at the system because they want their gifts and they want it now!! Honestly, I completely agree and understand how a lot of you feel. Why? Because remember, I am a victim too. I understand you worked soooo hard to get those Achievs, I know you neeeeed your gifts for your legends, I agree that it completely hurts your feels and you are soooo totally sad that Guild Wars/ANet letchya down… Q_Q

Listen, “BUG’s”/errors are reality of games and/or any other software out there in the world and it is DEFINITELY not the DESIRE of the dev’s to disappoint their customer base, in fact, as hard as it is to believe, that is the last thing they want.

So, in effort to please their ever so loyal fans, they reach out to assist. Assist those who are screaming, kicking, crying for help because the world is going to end if something isn’t done RIGHT NOW! It’s almost as if they are throwing those who are drowning from the Titanic, a life jacket so that they can stay afloat to game another day. Truth is, some of those who are asking for a life jacket, have already asked for one and are not being patient for it to reach them, or in fact, not actually drowning.

Some of you are probably laughing or wondering what the hell do I mean by that strange analogy? What I mean is that, for those who are actually and truly affected by this (such as myself), should honestly, as haaaard as it may be, BE PATIENT! :O Why be patient before sending multiple tickets? Think about it for one second. ANet has a specific team whom they’ve assigned to throw ‘life jackets’.