Guild Wars 2

Inculpatus cedo.9234, I’m not disputing the Team’s actions. They did what they did and there’s not turning that back. I’m disputing the A-Net policy since it seems to warped around what they want to do not what they state is qualified to be done in situations such as this. The CS reps and me have ended our conversation, the only reason why they are in the forum is to show the lack of procedure following they are doing.

Still waiting for an a-net update please

Honestly Seera.5916, I can, I do have chat logs between me and her from facebook admitting to it. Would I share my personal information? no. I could take a screenshot and submit that but at the same time, there’s manners to fake logs so the only way I’d be able to 100% prove it is allowing someone to view the chat from my facebook account via remote access or logging in to my account.

and Just a flesh wound.3589, I did in the logs mentioned above. She said I was as childish for playing games (lol).

Ellieanna.5027, I wonder when you’ll be an adult and read properly. “I’m not declining that I left my PC open and that was part of the reason” is in one of my replies which does prove that I do also take responsibility. Also, as Inculpatus cedo.9234 stated, I admitted to the CS reps that I stepped out and the PC was left open.

But it’s cool, you guys can skip reading the parts that you guys want to use to attack someone instead of just getting to the point that the security process for the character deletion is horrendous and a rollback should be warranted by their guidelines, which just in case you guys are also skipping that, do not say that it has to be from a 3rd party computer, does not have to be from someone I do not know, or even state that if it’s done on your PC it will auto-disqualify you as the CS reps have stated and everyone else has seemed to ignored.

Inculpatus cedo.9234, Initially when I sent it in I did not care too much, and in all honesty since their policy is as follows below I thought I had a good chance, but then they did not follow their own rules and then kinda haphazardly declined it with inaccurate statements, again, of their own policy:
Can I recover my lost items or characters after my account was compromised?
Yes, we are able to revert your account to a point prior to the compromise incident as long as it meets the qualifications of the restoration process:
Account restoration is only for an account that was compromised by an unauthorized person. We do not restore accounts impacted by scamming, erroneous gem purchases, accidental deletions, etc.
Shared accounts are ineligible for restoration.
Accounts involved in the use of a third-party program are ineligible for restoration.

for me, at this point, it’s more of a why is there so much inaccurate information being given out by their own GMs (which I spoke to 2 different ones) and no explanation from A-net. I would’ve just most likely dropped it but they instead of giving me a proper reply they give people inaccurate information on their own request forms. If anyone can find the “unknown third party” in the ToS or any other form of the requests guideline I will more than gladly retract my statement. But until then, I’m being declined by imaginary guidelines that do not exist and I do believe that is backwards especially since (as stated many times before) they do not make any attempt to have any other form of anti-deletion command especially with such a backwards team and policy to back the people who run in to incidents such as these which by their guidelines would warrant a rollback. The main reason I want my characters back is because of the lack of information that is provided to the users, my case qualifies by their guideline and it’s a company’s responsibility to follow what they set as guidelines.

It’s cool, my credit card company has good security they’ll return my money.

It seems that for some reason you misread “now-ex” as in after that night we were no longer together…. But thanks for proving my point that people will blindly follow an incorrect procedure because they just won’t admit to another fault that goes against their initial point.

Also, as someone who was actually worked for an ISP that provides TV Services, 99% of the time they will credit your account because they acknowledge lapses in the purchase system such as no PIN, which is why most providers have PIN functions on their equipment as a heads up.

A-net should have a system implemented for these situations. You can’t anticipate someone who has never touched your PC to go and delete characters. There are every day interactions that don’t involve video games that take priority. Your statement sidesteps the lack of security provided by A-net. It also sidesteps the actual argument I made with them, they do not have a clear definition of the “authorized/unauthorized” statement. By the definition [unauthorized not having official permission or approval] even if you leave your PC open you are not authorizing anyone to use it unless being told to [Authorize: give official permission for or approval to]. Your statement is saying a stolen car can’t be used against you legally if it was left unlocked.

JT.7892, I’m not declining that I left my PC open and that was part of the reason, but you’re going to tell me a company that keeps boasting their security on their reply cannot put a PIN system or something?

Also, if you’re going to rage quit on a game such as GW2, you probably need a bit more temper management. Also I’d agree with the server statement, if I swapped servers. But since I did not and I went out of the way to attempt to get the account back and be as kind as I could about it following their own rules that they seem to change to their liking. That’s what is more upsetting, it wasn’t a “we can’t do it” for a legit reason, instead they include items that aren’t on the ToS or their recovery page.

Yeah I agree with a lot of these statements, the purchase a rollback I can see the abuse, but at this point I don’t care about the items. I would LITERALLY just want my toons back and I’d regrind the items. I lost minis and other unobtainable event items from the release of the game and on top of that like it was stated before 1 per account would be perfect. I’ve experienced bugs and lost items before and have never requested a rollback. The only time I asked for support was to change my email to my more secure email, outside of that I have never had any warnings or any form of “disciplinary” actions on my account. I do understand where the “your computer” statement comes in but I do also believe for occurrences such as this and the little brother, it’s a bit backwards that a game that boasts it’s security in it’s email provides the least secure character deletion method. I mean Target apparently has better security than A-net’s account security.

The Auth. Code wouldn’t have assisted in this case because the account was open, and they should be able to look at the account’s history and be like “Oh his lvl 80 and all his items and characters were just randomly deleted, there was no trades or any warnings it’s a bit odd.” Instead it’s more of a lack of security that the players get punished for. Games such as MapleStory (FTP), Rift (FTP) and countless other games that don’t charge for the initial game and a lot of their users will never use the cash items apparently care more about their accounts and characters than A-net. Any GM can look at my account and see “Oh he re-installed and then he was in the log-in menu and suddenly all the characters were deleted”. I mean I understand that they keep saying there’s a clause that is not directly on their page.
I’m upset for the lack of caring that A-Net gives towards accounts and their players and even more for their lack of sharing the “true” information. If at any point in the request page it said that it had to be from an “unknown” source I’d be like, ok cool, but it does not. It says unauth- which is exactly what happened. And to top it off get shrugged off by their employees who at no point can show me where the “unknown” part is in the TOS or Request link, instead they just say too bad. So again, since it’s not on the TOS (and I re-read it to verify) and it’s not on the request page but the actual wording is : account that was compromised by an unauthorized person (which again this is what happened) I feel like this should be rolled back or they should sit down and have a meeting and talk about their lies on their site. If you’re going to say it HAS to be an unkown source, put that in there. Since it’s not, I believe this is warranted for my first and most likely ONLY rollback I’d need.

[TLDR; Update the phrasing on your TOS and Request form to include the BS that was used to null my rollback and upgrade your security to something that a 12 yo can’t do with both hands tied behind their back]

Thanks for the information guys. I’m now wondering why users have a better explanation and have apparently more details about the A-Net procedures than their own employees that you have to deal with. IC.9234 I know you follow up on the forums but apparently you guys need to update what you have as the policy to reflect the actual company stance and not the general overview that doesn’t include what you guys tell people.

Quick TLDR of my case: My now ex-gf was at my house when I had GW2 open after an install and in her anger she managed to trump the super secure method of deleting and typed in my character names twice when I stepped out of the room. I did not give her access to do this (obviously since I’ve had these characters since the beginning of GW2).

I tried to get a rollback for my account with request # 1446150. This request I want to be looked at for 2 reasons, the customer support agents I dealt with gave me different replies to why my account could not be rolled back. Each reply changed the reason why it was declined to match my point against the customer rep’s reasoning. They kept stating that it has to be an ‘unknown’ third party. Which I had to make sure they understood what third party meant because they kept debating that fact. Also, at no point in the request form it says it has to be an ‘unknown third party’, it says it has to be an unauthorized party which is what occurred. I’ve had these characters since the game launched it was really frustrating dealing with people who literally just kept ignoring the fact that they were telling me incorrect information. If it’s not possible for me to get this rollback done at least either inform the customer support the proper use for the tool, since again as stated before, I believe I qualify by the standards set on the request site. If it cannot be please update the request for to include the term ‘unknown’ that the reps kept using. And for the 2nd reason: I also think that for such a large game that people invest a ton of time and money in to the security function of typing in the characters name, as I stated in the email, seems to be a sub par system for “safety” most games either have a “deletion period” in which you can cancel the character’s removal from your account or a security pin.

I do apologize for my emotions showing towards the end of the email chain, I was upset that the reps were dismissing their own guidelines and just stone walled my defense and request.

If possible I’d like for a lead GM to look at this situation to verify that this isn’t a misconduct of 2 employees but the actual stance of the company.

Email chain between me and 2 GMs is attached because of the 5001 word limit
(Names are blocked out as per the conduct rules)