Guild Wars 2

@Borishnikov.7368 and @Griffith.7238

I laughed… I would move to Seattle in a heartbeat if they offered me the job

The easiest line of defense they could’ve added… email verification of you wishing to CHANGE the email and password on your account…

@Mazatron.2974 —- I’m on Day 7. I’ve obtained 2 Reps, Johnson who didn’t even bother reading my issue and Lance who didn’t even read my issue at all and sent me to the recovery page.

@Sslick.7106 —-- Their not realizing that if the email was changed, that recovery isn’t going to work

Ticket: 120907-002279

The response I was given… Didn’t fix the issue that my primary account: Xaeius.5123 was hacked and the email was changed. Clearly, didn’t notice the pictures that I gave or anything. In addition, this is the second serial code that they double charged me for and I’m still wanted for that money to be refunded. At this point, I just want refunded for serial codes

Response Lance via Email 09/07/2012 04:43 PM
Hello,

Thanks for contacting Guild Wars 2! After a quick review of your ticket, we feel that the information below could resolve your issue. Your ticket has not been closed and you will receive an additional reply as soon as we are able. However, if the information below does resolve your issue please close your ticket to confirm that you no longer need our assistance. Doing so will assist us in helping everyone in a timely manner.

Reset Password & E-mail Authentication************************************
If you were previously experiencing an issue resetting your password or authenticating your email address, please follow the directions below.

1. Go to https://account.guildwars2.com/recovery
2. In the “Email / Account Name” field, enter the email address used for your Guild Wars 2 account.
3. In the “Serial Code” field, enter the serial code you registered to the account.
4. In the “Character Name” field, enter the name of an existing character on your account.
5. Click “Verify.”
Be sure to set your account password to a strong, unique password that you’ve never used anywhere else!
See this comic (http://xkcd.com/936/) for advice on picking a strong, unique password.

Additional information regarding the Guild Wars Account E-mail Authentication System can be found here: http://en.support.guildwars2.com/app/answers/detail/a_id/9192

Spam / Phising Attempts************************************************
If you were notified of an email change request or confirmation, please try logging into the Guild Wars 2 forums (https://forum-en.gw2archive.eu/forum) to confirm that your account name has not been changed.

If you do not have a Guild Wars account, please disregard the email. We also suggest that you secure the email account by changing the password, in addition to, the passwords of any other accounts that may be associated to the email that received this message from our account system.

IMPORTANT PLEASE READ*********************************************
Please do not create a new ticket for this issue as it will cause delays. However, replying to this email will allow us to assist you based on when you first contacted us regarding the issue. If your issue is resolved and you no longer need assistance, please do the following:

1. Log in to your support account here: http://en.support.guildwars2.com/app/account/overview/
If you do not recall your login information, use the “Forgot your support login or password?” link.
3. Click the “Questions” button or link.
4. Find the 12-digit reference number matching the one on the support request you wish to close.
5. Click the subject line to the right of that reference number.
6. Under “Do you want a response?”, select “No, I don’t need this question answered now”.
7. Click “Submit”.

Your support request will be moved to Closed status.

NOTE: Anything typed in the “Add additional information to your question” box will not be seen by our support staff if the “No, I don’t need this question answered now option is selected”.

Regards,
The Guild Wars 2 Team

I’m still waiting from the 1st

My account has been hacked since the 1st. To no response, I was double charged and obtained two serial codes. I didn’t even notice it and gave them the serial code that I wasn’t using (This account) that I created on the 5th after the Customer Service rep told me that the serial wasn’t in use. I thought if I put the serial code in, I would be able to log back in.

Not only have I lost my 53 Necromancer, but I was double charged and still waiting for a refund. For the 2nd serial code that they charged me for. All I’ve wanted to do was play with my guild members that I have been with for years. But, I’m sadly losing major faith in the assistance and support of the company.