Guild Wars 2

For crying out loud. Do not let ppl guest on high pop servers. Its a joke right now…

Just admit it. Your QC (Quality control) team obviously isn’t up for the task.
Let the gamers help, you need it.

Maybe not all at the same time? Just heard from my friends over at Riverside [DE] that WvW had a reset.

Aurorablue.5163:

I thought it was broken too, and would get content is disabled, but it works if you wait for him to launch all the cows. I then clicked on the side and it launched me.

But maybe it is broken on other servers? It works on Crystal Desert.

Can confirm. Works on Crystal Desert. Looks like World Transfer is the way to go…

3 weeks now. Can we at least get a response?

Bugged on Kaineng and Riverside [DE]
And again no response from Anet at all.

Still no response. What is going on?

At least a week on Riverside [DE] now. Is this some kind of a joke?

Not available for more than a week now on Riverside [DE]
Any response?

Riverside [DE] as well.
Has been going on for quite some time now.

Btw that region has been buggy since Headstart, probably Beta. About time something is done about that.

Below is a text I posted on the general forum and on reddit. Because of an answer on reddit I am now posting on the “account issues” board.

Original posting

Hi there fellow Tyrians.

First off I love this game and the way Anet handles the communication between the game company and the players. Be it through random posts on Reddit or just daily updates on the state of the game.
But sadly there is something that really bugs me. It is the way customer support is done or rather the lack of service for paying customers.

For the first time in my long ongoing gaming history I was going to actually use a cash shop. I was always against that kind of business model. Maybe I was just ignorant, not informed enough. Whatever, Anet changed my approach.
All the more I was saddened to hear and experience how Anet conducts business with customers of the gemshop.

I planned on spending 50 € in the first weeks of the launch. I started buying boxing gloves and several mini-pet packs. Then on Saturday last week I was going to purchase some dye packs. Then it happened. Instead of buying two dye packs I purchased two Primeval Armor Skins.
YES, it is my own fault. You have to double-click to confirm a purchase. I have no legal claim here. And even if I had, I know it was my mistake that led to all this.

I went on to write a support ticket and hope for a refund, or at least the possibility to exchange the spent gems on something else in the gemshop. Today I got feedback. The money is lost. They claim that Anet does not have the technical know-how to rollback what happened. I highly doubt this. So the 10+ € I spent are down the drain as I do not have any use for the armor skins.

Again, I do know that this is all my fault, but I am really very very disappointed in Anet. This is not good service or customer support at all. Not even on a basic level. This is basically taking money and telling the customer to kitten off.

When I buy something in a store and realize I made a mistake, I go back there and get either a refund or a voucher to buy something in the same prize range. And that is in Germany. A country not very well known for its quality in customer service. We actually have a word for it. Servicewüste Deutschland. Literally meaning Servicedesert.
From a company based in the US I expected more.

I still have 1100 gems on my account and I guess I have to spend them, but that certainly is the last time.
End of original post

Someone on reddit referred to an official posting about roll-backs for hacked accounts.
https://forum-en.gw2archive.eu/forum/support/account/CHARACTERS-DELETED/first#post6391

Since my account has not been compromised/hacked this obviously does not really compare to my situation but I am somewhat buffled. You are able to help people whose account have been hacked but are not willing/able to support someone who spent money on the gem-shop?
Yes I made a mistake on the purchase, but those accounts the support were able to roll-back didn’t magically hacked themselves as well. 9 out of 10 times the accounts got hacked b/c the user made a mistake (weak PW, the same PW for multiple forum-accounts and so on).

So is it Anet`s policy to help get hacked accounts back up but let people who spent money just sit there and tell them it was their own mistake?

The worst part is, I am actually not that upset about the money I “lost”.
I am just sincerely disappointed in a company that I came to like a lot. A company that made an awesome game and that has shown (in most parts) that they listen to the community and want to give us the best experience they can offer.

Sure, I could lie and tell whatever I want to. But no, this is basically all there is to it.
I was very polite when I wrote the support ticket and acknowledged my mistake there as well.

And yes, I highly doubt that they do not have the ability to rollback/delete an item in the backpack.
If it is a time-issue b/c the support is bombarded with tickets, I could understand it and would be willing to wait. But to simply say that they cant do it at all? To me that sounds like a lie to be honest.

Hi there fellow Tyrians.

First off I love this game and the way Anet handles the communication between the game company and the players. Be it through random posts on Reddit or just daily updates on the state of the game.
But sadly there is something that really bugs me. It is the way customer support is done or rather the lack of service for paying customers.

For the first time in my long ongoing gaming history I was going to actually use a cash shop. I was always against that kind of business model. Maybe I was just ignorant, not informed enough. Whatever, Anet changed my approach.
All the more I was saddened to hear and experience how Anet conducts business with customers of the gemshop.

I planned on spending 50 € in the first weeks of the launch. I started buying boxing gloves and several mini-pet packs. Then on Saturday last week I was going to purchase some dye packs. Then it happened. Instead of buying two dye packs I purchased two Primeval Armor Skins.
YES, it is my own fault. You have to double-click to confirm a purchase. I have no legal claim here. And even if I had, I know it was my mistake that led to all this.

I went on to write a support ticket and hope for a refund, or at least the possibility to exchange the spent gems on something else in the gemshop. Today I got feedback. The money is lost. They claim that Anet does not have the technical know-how to rollback what happened. I highly doubt this. So the 10+ € I spent are down the drain as I do not have any use for the armor skins.

Again, I do know that this is all my fault, but I am really very very disappointed in Anet. This is not good service or customer support at all. Not even on a basic level. This is basically taking money and telling the customer to kitten off.

When I buy something in a store and realize I made a mistake, I go back there and get either a refund or a voucher to buy something in the same prize range. And that is in Germany. A country not very well known for its quality in customer service. We actually have a word for it. Servicewüste Deutschland. Literally meaning Servicedesert.
From a company based in the US I expected more.

I still have 1100 gems on my account and I guess I have to spend them, but that certainly is the last time.

Thanks for listening.