Guild Wars 2

Seera.5916:

Vallily.8741:

Gaile Gray.6029:

Vallily.8741:

I’m confused, I’m angry, and I’m without options at this point.

The option you do have, which you have not yet pursued, according to Customer Support, is to submit a ticket to Customer Support and allow them to assist you. A senior agent informed me that they have received no tickets regarding the account associated with your display name, or at least no tickets in the last couple of years. Please submit a ticket so they can help you.

Are you referring to arena net customer support through email, in game support , or digital river customer support by email or phone?

It would be nice if these dispute resolution procedures were spelled out when the transaction is denied, then i could follow a prescribed procedure rather than winging it.

During my previous troubles I didn’t submit a ticket through this account because i was purchasing the base game. No account was associated with that type of transaction. But i did call digital river and the phone call was as the OP described, they refused to help and claimed they weren’t associated with the transaction at all. I wish you would take that seriously even though i did not follow procedure I was unaware of.

She is taking it seriously. That’s why she told you what the other option you have is: submit a ticket. Gaile can’t solve the problem and it would be best if CS heard the details directly from you.

Gaile can tell me where and what method to use to submit a ticket.

Gaile can recommend an update to payment processing that indicates how to resolve a transaction failure. Instead of a three word error message with no context.

Gaile can suggest to management that they review their relationship with digital river to ensure that their customers aren’t being treated like dirt when trying to resolve payment difficulties.

I’m not trying to be a problem, I’m trying to make sure that i get help, and the process is improved so people stop having these difficulties. So far Gaile and i have a dialog, and these comments detracting from real problems aren’t helping the situation.

This situation makes guild wars 2 and arena net look bad, but I’m fairly certain the problem is on digital rivers side.

I will submit a ticket when it’s clear who I’m supposed to submit a ticket to and how.

Gaile Gray.6029:

Vallily.8741:

I’m confused, I’m angry, and I’m without options at this point.

The option you do have, which you have not yet pursued, according to Customer Support, is to submit a ticket to Customer Support and allow them to assist you. A senior agent informed me that they have received no tickets regarding the account associated with your display name, or at least no tickets in the last couple of years. Please submit a ticket so they can help you.

Are you referring to arena net customer support through email, in game support , or digital river customer support by email or phone?

It would be nice if these dispute resolution procedures were spelled out when the transaction is denied, then i could follow a prescribed procedure rather than winging it.

During my previous troubles I didn’t submit a ticket through this account because i was purchasing the base game. No account was associated with that type of transaction. But i did call digital river and the phone call was as the OP described, they refused to help and claimed they weren’t associated with the transaction at all. I wish you would take that seriously even though i did not follow procedure I was unaware of.

Gaile,

I’ve also experienced this problem with digital river during past transactions (When I purchased the base game during the $10 promo when HoT was announced). In that instance I talked to digital river’s customer service representative, who provided no help, and said it wasn’t their problem since they were no longer affiliated with arena net.

This time around I am having worse troubles and no payment is being accepted again. I have also tried 2 credit cards and as well as my paypal account to purchase the HoT ultimate expansion with no luck. I get a “payment authorization failed” after processing. They don’t mention why it failed, and there is no message as to who to contact when a failure occurs. I don’t feel like calling digital river support for them to tell me it’s not their problem again, even though they are providing the transaction processing.

Can arena net provide an alternate method for obtaining the digital downloaded expansion since digital river is beyond useless?

BTW, I have tried obtaining the expansion both in game and through the guildwars2.com website with no difference in outcome. Since my wife and I have an account I have tried buying 2 copies and only one to see if it’s a maximum amount limit. My only assumptions are that digital river thinks people only buy gems and any amount above and beyond $20-30 is flagged and not allowed to proceed.

I’m confused, I’m angry, and I’m without options at this point.

Thanks for bumping the post and illustrating his point Tman. Your diligent effort will make sure this issue has the visibility it needs