Guild Wars 2

I just had this one come through:

Dear Players

This is the Guild Wars 2 team for further investigation be.

We appreciate that your account has been stolen concerned. To ensure the legitimacy of your account, click on the link below.
<link deleted>

Once your account is complete certification, we will check your account and let you know that we can do for you.

Need help or have questions about your account? Please visit our: https://support.guildwars2.com/.

The Guild Wars 2 Team

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.
9/11 No evidence yet that Support has read the Ticket information. Posted at 6:16 p.m.
9/11 Rerouted to the correct agent. Notified at 8:22 p.m.
9/12 Received email requesting permission to disable and reissue serial code at 6:51 p.m.
9/12 Issue resolved and verified at 7:44 p.m.

Gaile, thanks for overseeing the issue

Wifey is now happy, so I can be happy, too…

Important status is the last line

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.
9/11 No evidence yet that Support has read the Ticket information. Posted at 6:16 p.m.
9/11 Rerouted to the correct agent. Notified at 8:22 p.m.
9/12 Received email requesting permission to disable and reissue serial code at 6:51 p.m.
9/12 Issue resolved and verified at 7:44 p.m.

Gaile, thanks for overseeing the issue Posting to the Resolved Ticket thread.

Wifey is now happy, so I can be happy, too…

GaileGray.9587:

Terexyntl.3281:

GaileGray.9587:

A few more for today:

120902-011084 This has been routed to the team that can assist you.
…

Thank you for the update; I will add that to the status.

I wish I had been able to say “resolved” but it requires one more step.

So do I, so do I Good to know we are one step away, though. Wifey is frowning less at me now :P

GaileGray.9587:

A few more for today:

120902-011084 This has been routed to the team that can assist you.
…

Thank you for the update; I will add that to the status.

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.
9/11 No evidence yet that Support has read the Ticket information. Posted at 6:16 p.m.

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.
9/11 No evidence yet that Support has read the Ticket information. Posted at 6:16 p.m.

slightly under 223 hours here… but there are some that have already exceeded 436 hours ;-)

So, it’s all about perspective… :P

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m.
9/10 Received email at 1:55 p.m. None of the information was related in any way to the issue. Verified the issue still existed, and reopened the ticket at 2:15 p.m.
9/10 Posted timeline on Forum at 5:28 p.m.

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m. (will repost periodically as needed)

Ticket #120902-011084 timeline (for reference, all times pacific)

9/2 Automated response received at 7:54 a.m.
9/5 Posted to the forum about the unresolved issue at 4:48 p.m.
9/5 Received request for more information at 9:52 p.m.
9/5 Sent requested information at 10:18 p.m.
9/5 Additionally, updated Ticket with requested information at 10:22 p.m.
9/6 Posted a message on the Forum at 8:31 a.m.
9/7 Received an update via the forum (“will be assisted soon”)
9/9 Posted again on the Forum at 8:22 a.m. about the unresolved ticket
9/9 Posted timeline on Forum at 7:27 p.m. (will repost periodically as needed)

Hitting the 8-day mark…

Ticket #120902-011084 is still unresolved. We provided the requested information 4 days ago, and got an update on the forum that it would be resolved “soon” 3 days ago. ANY feedback on the progress would be greatly appreciated.

Gaile, it seems like you are it when “it” comes to feedback. So, if you do not provide it, no one else (Support or otherwise) will…

Gaile,

Thanks for the update ;-)

GaileGray.9587:

Here’s an update on several account in this thread.
…
120902-011084 3 tickets. Currently under review as Hacked. Will be assisted soon.
…

Wifey’s issue has been open since 9/2. I posted on this forum on 9/5 and did get a request for more information after about 5 hours. We provided the information and are eagerly awaiting the next response (and hopefully resolution) to the issue.

Her ticket # is 120902-011084

When the Wife ain’t happy, NOBODY is happy… ;-)

Gaile,

I am attempting to assist my wife in navigating the Support Maze right now, and it is proving to be a bit challenging. She submitted a ticket back on 9/2, then she submitted another one on 9/4 based on updated information (at that time)… and then another one today (9/5) based on more updated information… which we now learn is out of date and in error. We have not received any feedback (other than the automated response — which does not count) on any of the tickets. I am reticent to have her close out any of the tickets, simply because I don’t know how any are prioritized or if any are prioritized. Basically, I don’t know if she is in the queue, and if she is, where she is in the queue. At least a message of “Ticket <#> has been added to the priority list” would be helpful. After she gets a first response on a Ticket, I will have her close out the others.

Her initial Ticket # is 120902-011084