Guild Wars 2

Hey Gaile,

I too bought the ultimate edition thinking that it would allow me to partake in the sale and use my gems. I even went and bought more gems personally to utilise in this sale.

I have now watched the things I wanted cycle out of the sale and I’ve still yet to receive the 4000 gems.

So just to clarify, if I contact support they might be able to help me?

This has been incredibly frustrating for me. Theirs nothing more galling than watching a timer countdown, knowing that you should have the currency to buy it as you’ve paid the money for it, but still be awaiting the currency being moved into your own account.

So just to clarify: I should just contact support?

Kind Regards

Salome

happening to me too. Stuck on the last 2 files. Haven’t played in a few months and fancied playing again but just been stuck for ages now.

Thank you Gaile for your response.

I agree wholeheartedly that it is impossible for a support team member to know everything about a game of this size and scope.

In response to your post, I would say that a message from customer support that was more upfront, more tailored and less pro-forma would have been appreciated by me personally. If the support member had of said something along the lines of:

“Dear sir, from what you have reported this sounds very much like a bug and we have forwarded this report to the appropriate team. Unfortunately we cannot generate an achievement for a player even if due to a bug and you will need to reattempt the achievement manually, but we thank you for your time in reporting it and we apologise for any inconvenience this causes you. Additionally although not a known issue to us, we do have a thriving and helpful community and other players may have encountered the same issue; you may be able to gain further guidance and insight from them, the following sites may be particularly helpful: (Insert web addresses). Many thanks for contacting and we hope you regain your achievement. Best of luck. (support)”

Obviously the above is more my personal communication style, as I tend to opt for a more personal prose, however I am aware Anet prefers a more formal style from its support team, but the above could be adapted to it.

The reason I would have preferred the above answer is that to me, as a customer, it inherently suggests “I honestly want to help and it really does look like a bug to me. I can see you want the pet, but I can’t get it for you and you will have to redo the achievement but really very best of luck with it and I am sorry I couldn’t help. I can’t help any further but maybe these other people can help you, as at the moment I’ve done everything I can do, so here’s the links to go and contact them”. It immediately makes you feel empathised with, understood and appreciated and not like someone has copy pasted an answer in a few minutes. You feel like the person really would do whatever he could for you and mostly that’s what I want as a player. I understand sometimes things can’t be fixed, but knowing someone has spent some time trying to sort out my issue and if they can’t, they at least understand my issue, makes me feel much more appreciated.

I play WoW in addition to GW2 (don’t judge me, I needed something to do between GW:EN and GW2) however I would say that the ethos of Anet is something that sits more comfortably with how I feel a company should aim to conduct itself and what it gives to its players, but I would say that Blizzard have great customer support. They have an ingame support chat system, serviced by people who play the game where even if the person can’t help you, you know they’ve tried as its direct human communication and for many that’s what matters. GW2 is constrained by its email report system to some degree (which is unavoidable) just due to the lack of immediacy in emails, however more tailored responses that actually respond to the player as an individual is something that most people really appreciate. This is probably why so many players come to this forum Gaile, as you are nothing but professional, but you also aren’t as formal and with that you talk to players in the same way as someone truly wanting to help. When you can’t help, it still feels like you’ve tried.

Anyway I’ve rambled abit there.

Thanks once again for your response.

Warm Regards,

Salome

Dear Gaile,

I recently raised an issue about me not recieving the mini krait nimross for an achievement; I posted here and 2 very helpful souls helped me work out what happened and the enquiry was rightfully closed.

Today after over a week of waiting for a response from customer support, I received the following response:

Hello (name redacted),

Thanks very much for letting us know about the issue that you noted in Guild Wars 2.

I understand you did not receive the achievement for the toxic Hybrid. The next time that you’re in the game and you find a bug, you can do us a favor by submitting an in-game bug report. This will send detailed information about your character and your position directly to our Quality Assurance Team and will help us kitten the issue as promptly as possible. To submit a bug report in the game, simply click on the “Game Menu” button in the upper left-hand corner of the game interface, then choose the “Support” option on the Game Menu. That option will allow you to review known issues, report a bug, or contact Customer Support.

You’re also welcome to report a game issue in the Game Bugs sub-forum of the Guild Wars 2 Forums ( http://support.guildwars2.com/forum/support/bugs ). You may include screenshots with your forum report, if you wish to do so. While we are unable to respond directly to each bug report that we receive on the forums or through the game interface, each report is reviewed and escalated, when appropriate.

Thank you again for taking the time to let us know about this issue.

Regards,
(name redacted)
Guild Wars 2 Support Team
http://support.guildwars2.com/

Now I am bringing this to your attention as at no point did the customer services representative try and explain the issue I had. Within minutes of posting here, I received 2 incredibly helpful posts from users of the game, after over a week of waiting, support responded with a generic “heres how to submit a bug” response.

I am well aware how to submit a bug, however I did not wish to submit a bug as at the time of submission, I wanted some direct help with what had happened, with either some advice (like I gained in my previous post on this forum) or a reinstatement of the pet if it had of been a genuine bug. (which it turned out not to be).

The above response however was dismissive, trite and not of the standard, I have come to expect from anet.

For note I have been part of the Test Krewe since it’s inception in GW1, I continued to test in GW2 and I’ve been fortunate enough to be in direct contact with many anet people and I have found your staff to be nothing but diligent, committed and passionate people, who care about the game and their player base. This post is in no way an attack on Anet, who as a company, I have nothing but the deepest respect for but as Support Liason, I thought you may be interested to learn that the direct support team do not always show the same diligence you continue to display on this forum and the kind of response I received above does not leave a player feeling appreciated and assisted, but rather dismissed.

As said I have nothing but respect for how much effort and work you put into the community, gaile.

Kind Regards,

Salome

oh thank you guys. That would be it. Thanks very much. Managed it on my first go and was all very proud of myself. Seems incredibly counter intuitive to do something and not get the reward but then do exactly the same thing again and get the reward, but if that’s the way it is, that’s the way it is.

Thanks again.

Dear Gaile,

I submitted the following support ticket on November 14th. The support query as you will see is a time sensitive query and I have not heard anything from the anet support team other than an auto-generated confirmation. This is why I am raising this issue to you personally as although I would normally be happy to wait patiently, I feel that to wait this time may infact rob me of anyway of fixing the issue at hand.

The submitted report is as follows:

Dear Sir/Madam,

I completed the task that should have awarded the achievement that grants the mini toxic Nimross. (killing the Toxic Hybrid without anyone dying).

This was at roughly 1:05am server time, on the 14th November, on the Anvil Rock US server, playing on my elementalist: Ignis Reginae. (home server is Anvil Rock US)

Unfortunately despite everyone else in my party being granted the achievement, I was not. I had not died and thus I am confused what has went awry here. As you know, this achievement is quite the tricky one to get and I do not relish having to do it again.

Any help you could offer in regards to this issue would be most appreciated.

Yours Sincerely,

Salome (real name redacted due to public forum)

Any help you could offer in regards to this, would be most appreciated Gaile, even if it can’t be fixed, just understanding what has went wrong in this instance would be helpful.

Thank you in advance.

@ Windu & Namica, that’s utter nonsense though. Believe me I’m all on-board for cheaper and easier ways to use transmog crystals. (see WoW’s use of it, its really great fun and cheap and easy to use over on that game and one of the few things I think GW2 should emulate). However this perception of “have too” I have an issue with.

Their isn’t a gear treadmill, you have 1 new tier of gear in a year and in addition to that, it’s like a collective 3% gain in stats. Something which can still be massively offset by individual player skill, so you don’t even need the new gear.

Groups don’t really min/max and theirs no DPS charts. Running about in exotics will continue to be totally acceptable and the only reason to get this gear is something to do and a slight DPS boost.

The new gear simply gives a minor boost to an individual who wants to do something to kill time. The moaning about this is just idiotic.

If you don’t want the new gear, don’t make it. I imagine many won’t and those who don’t wont notice a massive disparity between those who do.

No one however should ever argue that transmog is anything other than complete and total vanity and as such OPTIONAL. By no means can it be taken to be a must. If you want to look a certain way, you pay for it. Anet warned us a full set of ascended armour/weapons were coming over the next 18 months. They warned us of it about 8 months ago.

If you’ve transmogged since then, you should stop crying about it and read the actual site, if you haven’t transmogged in the last 8 months, then the feature isn’t something you use often anyway and again you should probably quit with the QQ, as paying to use a feature once a year seems fine to me.

So which is it? Are you complaining about not reading the site properly or are you complaining about a feature you rarely even use?

I will say that I personally feel transmog should have been an ingame service, paid to npc’s in the same way of repairs and the like, as I think personalisation of this manner shouldn’t have a gem cost, but I still in no way see it as a MUST.

I love GW2,as it does so much right, but lets be honest the story has been a lame duck. The living story doesn’t work as narrative as it has too many new characters with no build up, thus meaning that you just aren’t really invested.

The recent voting release, who cares? Both characters were dull and uninspired and the fact that their was clearly a good and a bad one, well that’s just lazy clichéd story. Further to that, we have repeated events that start off fine and then a mystery twist where something goes horribly wrong but once again no one cares as the build up to it isn’t shocking, it’s just dull.

I’ve liked the zerging in the recent patch, I’ve felt part of a group in a full world and I’ve enjoyed that but from a story view point, it was just dull.

I hate to say this, but GW2 biggest weakness is its stories at the moment. (which is odd, as I would say GW1’s stories were its major strength, you really did care about the characters. I can remember loving Glint!) They are dull, clichéd nonsense and the writing staff really need to pick up their game to something we care about, as its letting down a truly beautiful and cleverly put together game.

I will never understand why GW2 abandoned missions! I understand it was instanced play, but as a story telling device they were amazing and really set GW apart from alot of other games. Story mode dungeons, like they have now, just do not offer the same content or feel. They seem too arbitrary and optional and one’s personal story again doesn’t have the same epic grandeur of the big reveal of the Lich, or facing Glint head on or trying to work out just how the hell to get 3 swords in Henge of Denravi Heroic mode.

BRING BACK MISSIONS AND THE ORIGINAL GW1 WRITING STAFF! (that’s what I say anyway)

If they did that, then all these frivolous LW updates wouldn’t matter so much, as it would be hung around a rich and vibrant storyline.

Not to push a point, but I would also like to suggest you amend the title of the digital deluxe version to what the OP suggested here in their thread title, that of “Digital Deluxe Heroic Edition”.

My original inquiry concerning being given the extra items stemmed from the fact that by title alone, this is not a new product, as it shares the exact same title as the one I purchased. I understand and accept your response as to why those items will not be included for those of us who purchased the original digital deluxe product, but I would also agree with the OP, that to buy those items manually is somewhat cost intensive in relation to those of us who already own the game and somewhat disproportionate to the gain given to new players.

I agree with the OP’s suggestion of adding a Heroic upgrade to the shop as a one off purchase. Price it in gems at about the 500-750 gem rate. (I’m suggesting lower than the OP, as people have already paid for the game and paying for an upgrade to reach the same level of reward as new players, should not be hyper expensive)

I personally would be happy to spend some gems on the upgrade as long as it was within that range.

that’s just daft as I can write tit’s but not tits!

Edit: wait, what?! it let me write tits! but not kittens. So as long as I’m mega excited about them then, its okay to type, but not if I’m not over enthusiastic about them. As a gay guy, I find that somewhat funny, however this forum being so broken, isn’t even near funny.

yeh search is still broken. If I search via google it works but if I search using search its utterly broken.

I found a rather odd bug.

If I type “that it’s not” without the punctuation, it displays as thakittens.

I did a search for thakittens on the forums and I got literally hundreds of hits. I don’t think everyone has been talking about cats that much on these forum’s which means this must be a wide spread bug.

however if I click edit, the text appears as it should, with no reference to thakittens.

well ultimately you could just attach clicking to your scroll wheel. That way you are still technically using 1 key for 1 action and its all manual. The only thing it changes is thakittens not a click motion its a scroll motion and is much faster.

Above I was just citing what I can remember from a previous discussion with Gaile, but that was from years ago and GW1 and GW2 are not the same I suppose.

However to be on the safe side, I would say if you assign clicking to your mouse wheel, then just use that. It is 1 key = 1 action then, it is just a less labour intensive key.

(more to the point why is it when I type that it’s not, without the apostrophe, it displays as thakittens?)

not to suggest bad things here, as you should always abide by the user terms and end licence agreement, but one wonders if Anet would even bother investigating how fast someone choose to drink consumables. It doesn’t provide an in game advantage. It just reduces RSI.

I remember back in GW1, when Gaile was CRM, a similar question came up when I was sysop of the old official wiki and Gaile said, admittedly not unequivocally and im paraphrasing here, that botting and automation is bad, however things that provide no in game advantage to the player and is purely convenience based are unlikely to be pursued.

So although technically against the terms and conditions, I really don’t think anything bad would come of it. (and also how would they be able to determine it wasn’t just you bashing keys, mega fast?)

EDIT: just remembered what the discussion was about when this arose last time. Funnily enough it was about the old GW1 drinking achievement. That was a badly designed achievement as it required you spend a certain number of minutes drunk, which meant you needed to sit and wait for a minute to expire and use another drink, as the maximum mins you could stock was 5. The question was posed if it was okay to use a bot, which clicked once every minute, to get the achievement? Gaile responded with an unequivocal no, as it gave people an unfair advantage over those who didn’t use the bot and had to sit there for hours using a drink consumable every minute. A further question was raised about a similar achievement for party animal, which involved using fireworks and the like and automating that with a speed auto clicker to reduce RSI. This was considered to be different, as the achievement involved no time delay, it was just about using the consumables. Time investment wasn’t an aspect of that achievement and thus no user advantage from using an auto clicker to quickly use all the consumables. This conversation however was years ago, im surprised I still remember it to be honest.

Hello guys,

This isn’t meant to be churlish and if it’s a no, I will completely understand but I just wanted to ask a wee question.

I noticed today that a new Heroic edition was released of Guild Wars 2, which looks great. (10 experience boosters, Suit of Legacy Armour, Mithrill box) In addition the rewards from the Heroic edition have been rolled into the Digital Deluxe Edition.

I was an original customer of the Digital Deluxe Edition, will I be able to get these additional rewards myself? (as I in essence paid more for the same product, to get less stuff) or is it a case of “early adopter-ship” and thus I will miss out?

Honestly I really don’t mean this as a contentious post. I’m just curious.