Guild Wars 2

Kevhoran.1780:

Zattin.6490:

GaileGray.9587:

I strongly encourage you to contact Support to ask about a refund rather than submitting a “charge back” on your credit card. We will work with you on the matter of a refund. Please note that getting a refund or doing a charge back can have long-term consequences on your account. I advise that you learn about that before starting the process, although of course you are welcome to do as you choose.

This would be great advice, if Support would ever respond…

As it has been stated in the daily updates, they are working with hacked and blocked accounts first. I am sure they will get to these issues soon and I hope so too since I don’t want to lose all my fellow players

But yeah I would recommend waiting just a little while longer and letting them sort out the hacked accounts first? Then you would be able to see if they are willing to help, right?

The reason I want a refund(And already requested a chargeback) is because they won’t respond to my hacked support ticket. It’s been over 120 hours without an actual response…

GaileGray.9587:

I strongly encourage you to contact Support to ask about a refund rather than submitting a “charge back” on your credit card. We will work with you on the matter of a refund. Please note that getting a refund or doing a charge back can have long-term consequences on your account. I advise that you learn about that before starting the process, although of course you are welcome to do as you choose.

This would be great advice, if Support would ever respond…

Alexixiv.4582:

Zattin.6490:

Alexixiv.4582:

Zattin.6490:

Well… That’s that… The claim for the chargeback has officially been submitted. Lets see who works faster, the bank or ArenaNet. If they beat the bank, I’ll cancel the claim. If not, good try. I won’t be buying anything from them again.

really hope they address your issue… I would give you my place in line since you feel so strongly about it, but really I dont exactly know where my place in line is lol, I just got confirmation today (from our favorite jouster) that I am still “in line”

It’s the first time I’ve ever made a chargeback, I normally will hear their side out and work an agreement. This is hard to do when there’s no way to contact the other side.

Yeah, I feel your pain… maybe not as deep as you, but I still feel it, I am actually a tier 2 support for an ISP so I know it is very possible to juggle, call support, chat support and phone support and forum support all at the same time and triaging properly is a must… I wouldnt say that support is doing a bad job in this instance, I think there were some managerial or executive decisions that I dont agree with, but I dont have much room to talk because I cant even get the company I work for to hear my appeal to logic most of the time…

It wouldn’t have been very hard for them to hire some temp employees to cover this.

Alexixiv.4582:

Zattin.6490:

Well… That’s that… The claim for the chargeback has officially been submitted. Lets see who works faster, the bank or ArenaNet. If they beat the bank, I’ll cancel the claim. If not, good try. I won’t be buying anything from them again.

really hope they address your issue… I would give you my place in line since you feel so strongly about it, but really I dont exactly know where my place in line is lol, I just got confirmation today (from our favorite jouster) that I am still “in line”

It’s the first time I’ve ever made a chargeback, I normally will hear their side out and work an agreement. This is hard to do when there’s no way to contact the other side.

Well… That’s that… The claim for the chargeback has officially been submitted. Lets see who works faster, the bank or ArenaNet. If they beat the bank, I’ll cancel the claim. If not, good try. I won’t be buying anything from them again.

As others have started to follow suit. You can call your financial company and request a chargeback.

wizgamer.7123:

They don’t charge until the game was released? I thought you bought it when you pre-purchase?

It’s normally 60-90 days, but if you explain the situation and they might use the Aug. 28th date since the product wasn’t usable until then.

wizgamer.7123:

What is the length of time a chargeback is valid for? I bought the game in like April…

The release date was August 28th, so it hasn’t been that long.

wizgamer.7123:

maybe the hackers would be better at getting our accounts restored than ArenaNet…

They’re probably more likely to at least respond to us….

Yup, I’ve played almost a dozen MMO’s, not a single one of them have had such horrible customer service. I had a buddy who got his account hacked when this happened to Rift. He was back playing within hours of calling…

These people know their customer service is so bad that they don’t even put up a customer service phone number.

Might be a good idea to start spreading the word through social media about their customer service. Make sure others don’t go through what we have.

You shouldn’t reward their crap customer service by rebuying the game. There’s plenty of other games out there to play right now than accept this and go out of your way.

I’m personally just going to go out and buy Madden tomorrow and get a chargeback if they don’t get this fixed by today. I’m at 5+ days and counting and I JUST got my automated response today that had me reset my password… Which is pointless, since my problem was never my account password. It was the fact that they banned the account.

120 hours here. If it’s not fixed here shortly I’m calling my bank and doing a chargeback.

I’m at 120 hours and counting… All I got some stupid bs mass email that did absolutely nothing.

Anyone know how to get a refund? I can’t find it anywhere since there isn’t a 800 number… I guess just doing a chargeback is the best option.

This customer service is beyond a joke… Where can we go to get a refund for this game?? If there isn’t a path, I will just go ahead and call my bank and get a charge back.

Please be patient, they will get back to you sometime in the next 12 years.

I’m at the over 100+ hours mark and I finnaly get an email saying to do this and that and change your password and I’ll be able to get back in…

I did all that…

still banned….

wtf!! This is such bs

painkiller.5239:

Zattin.6490:

painkiller… I’m jealous. I finally had some time off to play this game and I’ve spent the week banned with zero response. Such bs.

I feel you man, I just started a 20 unit 400 level semester at University today, and had planned on using my week in between leaving my job and school to play, but no luck. Just keep posting your ticket, and Gaile will take care of you!

Best of luck!

I accidently did it wrong the first time(the one that’s been submitted for over 4 days now)
Which is [Incident: 120903-009266]

Then I did it right a day later and still waiting on [Incident:120905-007399].

Have fun man, hopefully it’s not too much longer for some of us.

painkiller… I’m jealous. I finally had some time off to play this game and I’ve spent the week banned with zero response. Such bs.

Dmann, I just saw this on the first page. I just submitted my incident number. Worth a shot

https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/page/12#post21271

I accidently made two
This is the one I miscategorized but submitted 70+ hours ago
120903-009266

This was for my fix.
Incident:120905-007399

Smokey.1604:

…and magically within minutes of posting this – he receives a resolution email from support.

Thank you?

I still haven’t

ONEone.4823:

yep, i’m in the same boat. this is abysmal. while i am not surprised they don’t provide one, a phone number to customer support would be nice. i’d rather wait on hold for 6 hours and get a resolution than sit for days and days with no communication other than “we’re working as fast as we can!”

Amen! This is pathetic

And after skimming this board, I see that it isn’t just me who is receiving horrible customer support.

And I have yet to receive a single response other than the auto-reponse… This is a joke, what is the turn around time for most of these?

I’m glad that I’ve now been banned almost longer than I’ve even played the game. It’s almost charge back time. Plenty of other games out there for me to sit around and wait on this poor customer service.