Guild Wars 2

Well I agree that a lot of the complaints were baseless, I don’t think asking for assistance with a password would be considered as such, do you? It would also appear that a lot of the people who aren’t getting responses are exactly those, correct? Or am I not seeing what I appear to be seeing?

I have no idea how many responses the CS team has received, but seeing as you seem to be quite “in the know” regarding such things, perhaps you can tell those of us who are waiting exactly what an acceptable time period for a password reset request is?

I didn’t say they were some all powerful government agent, please don’t place words in my mouth. Also, Anet is not an active member of the BBB, that being said, the last thing most businesses want is a negative rating with the BBB. Sometimes the BBB can help to expedite issues when there is no response from the business in question regarding a customer service issue. I am well aware of exactly what the BBB is and is not, but thank you for your concern for the state of my knowledge in regards to the BBB. Oh, btw, my statement was not a ‘threat’ merely a conveyance to those others on this thread who are not receiving anything approaching timely customer support. I spoke personally with Gaile Gray while she was online the other day and she assured me that they had recently added numerous CS reps to help with the backlog. I sincerely hope this is the case, because as it stands currently, the CS is in a truly abysmal state.

If I recall correctly Anet stated that they would keep the original Guild Wars servers and support going for quite a length of time before GW2 came out. I too have a ticket that’s almost a month old, and I agree, I think it’s an inordinate amount of time.

Sorry, but phone/email CS consultants aren’t exactly making huge bucks out there, I know I worked several of those jobs in the past. So the cost to them is negligible, especially now that they’ve stated they’ve rolled the GW1 and GW2 support ques together. I’ll give them a little longer to work on my ticket and then turn to the BBB. Seriously, how long does it take to look at a persons account information and send a reply and a link? 5 minutes? Over an 8 hour day that would mean one person could probably respond to at 12 people an hour or 96 people in a day. I’d imagine with canned responses and links that 5 minutes is pretty generous. How many people from GW1 are still requesting passwords? SMH

Anyone who thinks that a month is an acceptable amount of time is either a troll or a fanboi extreme. If you are going to support the game, support it, if not, then declare as much and call it a day. As of yet, I’ve seen no declaration of such so people are right to get upset when they ask for assistance on a game that they say they are still supporting and yet you hear nothing for a month (or 2!)

Ticket # 1393403
Submitted 3/28/15

Yes, this is regarding the recovery of my old secondary GW1 account, but seeing as there’s no place to ask about that, I need to do it here. The backlog is terrible, if you don’t have enough people to support GW1 any more, I can understand that, but at least send me an email telling me I’m SOL. I’ll stop checking in vain for an email that looks like it’s never going to come. Thank you.