I’m a pre-purchase customer with the exact same problem but one more thing. When I entered the serial code the other day, I typed in my Guild Wars 1 info so my GW 1 got linked to that account. I would rather have my pre-purchase account though.
ticket # 120901-001425
I sent my first email on saturday or so and got a response totally irrelevant to my ticket’s request and then followed up immediately with another email and haven’t got a response since then. I hope I wasn’t forgotten :[