Guild Wars 2

Thanks for all the info Drintar. At this point, all I want is a response from ANet telling me that things will be okay. They need to make things right with me on the 2000 gems. I don’t even care about the upgrade items anymore… :-)

Yes, I received the gems, but I did not receive the items that I purchased with the gems.

The gems do nothing for me in-game and hold no value if the items that you purchase with the gems are not delivered.

I am now opening a third ticket (120908-004876) with you guys for this issue since the first still has never recieved a response and the second got lumped into your mass mail response thread.

I have yet to recieve a response from somebody who actually looked at my ticket and took the time to understand my unique problem. I believe that I have uncovered a bug in your code surrounding the logic for your digital deluxe upgrades.

MY PROBLEM HAS NOT BEEN RESOLVED. I am still without my digital deluxe items, both from the original purchase and my attempt to restore those items by buying the 2000 gem upgrade in game.

My next step is escalating this to the ArenaNet leadership team via email and twitter. My previous tickets that have not received a response are:

120901-003732 and 120905-011158.

The first has been open for a week, without any response AT ALL. What is it going to take to get a human response on this ticket? Do I have to drive to Bellevue to get some help?

————————————————————————————————————————

Customer Jeff Knecht via CSS Web 09/05/2012 05:33 PM

Over four days since I sent this guys. Not even an acknowledgement that it was received? This is kind of ridiculous…

Please don’t make me do this through the credit card company. Service paid for and not delivered.

Customer Jeff Knecht via CSS Web 09/02/2012 10:05 PM

Ping?

Customer Jeff Knecht via CSS Web 09/01/2012 10:30 AM

Now we have a bigger problem. I realized that you guys are completely underwater at the moment with much bigger fish to fry. So the trading company came up, and I just bought the upgrade again for 2000 gems. Logged out, back in and nothing has been delivered.

I’m not going to lie, this is pretty frustrating. I know what it feels like to be in your guys’ situation. I’m a Release Program Manager for Xbox LIVE at Microsoft. I know how demanding operations can be, especially at launch time. But, you guys can’t leave you paying customers in the dark. You’ve built something pretty amazing here – I think it’ll change MMOs forever. That said, you have to support the product with fierce determination. Manage your brand.

I’m okay with waiting for my issues to be resolved, but I expect full resolution. You have to make this right.

Thanks for the hard work and continued diligence in rolling out this revolutionary title.

-Jeff

Customer Jeff Knecht via CSS Web 09/01/2012 12:14 AM

Hey guys! Fantastic job on the game, I’m loving it so far. I screwed up though and I’m totally sad. Hoping that somebody can help me. I mistakenly deleted my first character, forgetting of course that my Tome of Influence and my Mini Rytlock were with said deleted character. :-(

Is there any way to restore those items for me? I would buy the upgrade again, but 2000 gems is steep considering I already paid for it once.

Please help me out here if you can.

Thanks!

I am now opening a third ticket (120908-004876) with you guys for this issue since the first still has never recieved a response and the second got lumped into your mass mail response thread.

I have yet to recieve a response from somebody who actually looked at my ticket and took the time to understand my unique problem. I believe that I have uncovered a bug in your code surrounding the logic for your digital deluxe upgrades.

MY PROBLEM HAS NOT BEEN RESOLVED. I am still without my digital deluxe items, both from the original purchase and my attempt to restore those items by buying the 2000 gem upgrade in game.

My next step is escalating this to the ArenaNet leadership team via email and twitter. My previous tickets that have not received a response are:

120901-003732 and 120905-011158.

The first has been open for a week, without any response AT ALL. What is it going to take to get a human response on this ticket? Do I have to drive to Bellevue to get some help?

————————————————————————————————————————

Customer Jeff Knecht via CSS Web 09/05/2012 05:33 PM

Over four days since I sent this guys. Not even an acknowledgement that it was received? This is kind of ridiculous…

Please don’t make me do this through the credit card company. Service paid for and not delivered.

Customer Jeff Knecht via CSS Web 09/02/2012 10:05 PM

Ping?

Customer Jeff Knecht via CSS Web 09/01/2012 10:30 AM

Now we have a bigger problem. I realized that you guys are completely underwater at the moment with much bigger fish to fry. So the trading company came up, and I just bought the upgrade again for 2000 gems. Logged out, back in and nothing has been delivered.

I’m not going to lie, this is pretty frustrating. I know what it feels like to be in your guys’ situation. I’m a Release Program Manager for Xbox LIVE at Microsoft. I know how demanding operations can be, especially at launch time. But, you guys can’t leave you paying customers in the dark. You’ve built something pretty amazing here – I think it’ll change MMOs forever. That said, you have to support the product with fierce determination. Manage your brand.

I’m okay with waiting for my issues to be resolved, but I expect full resolution. You have to make this right.

Thanks for the hard work and continued diligence in rolling out this revolutionary title.

-Jeff

Customer Jeff Knecht via CSS Web 09/01/2012 12:14 AM

Hey guys! Fantastic job on the game, I’m loving it so far. I screwed up though and I’m totally sad. Hoping that somebody can help me. I mistakenly deleted my first character, forgetting of course that my Tome of Influence and my Mini Rytlock were with said deleted character. :-(

Is there any way to restore those items for me? I would buy the upgrade again, but 2000 gems is steep considering I already paid for it once.

Please help me out here if you can.

Thanks!

Guess that it’s time to have the credit card company issue a chargeback on this. It has been 9 days since I opened the original ticket. This is ridiculous. I would love to say that this has been the worst customer support experience that I’ve ever had – but I can’t. I never received any support.

I am now opening a third ticket (120908-004876) with you guys for this issue since the first still has never recieved a response and the second got lumped into your mass mail response thread.

I have yet to recieve a response from somebody who actually looked at my ticket and took the time to understand my unique problem. I believe that I have uncovered a bug in your code surrounding the logic for your digital deluxe upgrades.

MY PROBLEM HAS NOT BEEN RESOLVED. I am still without my digital deluxe items, both from the original purchase and my attempt to restore those items by buying the 2000 gem upgrade in game.

My next step is escalating this to the ArenaNet leadership team via email and twitter. My previous tickets that have not received a response are:

120901-003732 and 120905-011158.

The first has been open for a week, without any response AT ALL. What is it going to take to get a human response on this ticket? Do I have to drive to Bellevue to get some help?

Customer Jeff Knecht via CSS Web 09/05/2012 05:33 PM

Over four days since I sent this guys. Not even an acknowledgement that it was received? This is kind of ridiculous…

Please don’t make me do this through the credit card company. Service paid for and not delivered.

Customer Jeff Knecht via CSS Web 09/02/2012 10:05 PM

Ping?

Customer Jeff Knecht via CSS Web 09/01/2012 10:30 AM

Now we have a bigger problem. I realized that you guys are completely underwater at the moment with much bigger fish to fry. So the trading company came up, and I just bought the upgrade again for 2000 gems. Logged out, back in and nothing has been delivered.

I’m not going to lie, this is pretty frustrating. I know what it feels like to be in your guys’ situation. I’m a Release Program Manager for Xbox LIVE at Microsoft. I know how demanding operations can be, especially at launch time. But, you guys can’t leave you paying customers in the dark. You’ve built something pretty amazing here – I think it’ll change MMOs forever. That said, you have to support the product with fierce determination. Manage your brand.

I’m okay with waiting for my issues to be resolved, but I expect full resolution. You have to make this right.

Thanks for the hard work and continued diligence in rolling out this revolutionary title.

-Jeff

Customer Jeff Knecht via CSS Web 09/01/2012 12:14 AM

Hey guys! Fantastic job on the game, I’m loving it so far. I screwed up though and I’m totally sad. Hoping that somebody can help me. I mistakenly deleted my first character, forgetting of course that my Tome of Influence and my Mini Rytlock were with said deleted character. :-(

Is there any way to restore those items for me? I would buy the upgrade again, but 2000 gems is steep considering I already paid for it once.

Please help me out here if you can.

Thanks!

120905-011158
I’ve got two tickets submitted on this issue now. One went unanswered for almost a week, so I opened another assuming that you guys missed the first.

The long and short of it is this:

Problem One:
I purchased digital deluxe. Got in on early access and created my first toon. Realizing that I didn’t love the profession and that my character slots were limited, I deleted her. Oooops…didn’t put two and two together to understand the Rytlock and the Tomes were single use per account. Items lost forever.

Problem Two:
Wanting my Rytlock and Tomes to help with my new guild, I purchased gems (no problem getting the gems). I used 2000 gems to “repurchase” the digital deluxe upgrade thinking that the items would be redelivered. Come to find out, that digital deluxe upgrade does nothing at all for people who are already digital deluxe. The items were never received.

At this point, I’m out my original digital deluxe purchase plus a second upgrade. Services have not been delivered due to some shortsightedness by ArenaNet on behalf of their customers.

Hope you guys have a make good plan in place to deal with all the upset, paying customers.

Can I at least get a response acknowledging that you guys see my ticket? Please?

By the way, I meant to say it but I forgot. Buying the 2000 gem upgrade results in NOTHING being delivered. Ouch.

I think many of us did the same thing. I went as far as rebuying the Digital Deluxe upgrade for 2000 gems on the in-game store. That was a mistake. Learn from my mistake and don’t do that. :-)

Support Ticket Number: 120901-003732

Hey guys -

I created a ticket in the system for this as well, but that was back on the first. Still no response whatsoever. I bought the Digital Deluxe edition upgrade on the in-game store and am still waiting for the items to be delivered to my inbox. Nothing there yet.

I would really appreciate a response on this ticket…at a minimum to let me know that it has at least been seen.

Thanks for the help!