Guild Wars 2

First off: Kudos to Gaile! And to Matt S. Anyone with ticket issues gets the impression you do all of the “sane” support work. I got more and better responses by you than by anyone else in the team.

My case (121121-002141) is resolved and all seems well. In the end, my mailed serial turned out OK while the account one was bad. We (you, support and myself) will just ignore my question: Is an EU serial in a North American account an issue in the future…

I wanted to make suggestions from my experience:

• Check the serial you get from the user. The one I sent, wasn’t even used! This alone would have saved a week of work.
• Send a mail when you suspend. We get ads by mail, why nothing important? It’s bad timing when I find a suspension instead of logging in to play.
• With the suspension, please add a meaningful reason. “Account issue” is not telling anything. You claim to have a reason when you suspend someone, so why not tell?
• Suspensions that need one week of research to provide the reason are suspicious.
• Immediately ask for the info needed to resolve this (in said mail). Serial, payment used, etc.
• Keep access to the forum open until tickets closed. You do have moderators in case someone becomes “funny”.
• Let support members actually read ticket updates. I provided the background for mine while the original request was looked into but no one reacted to that. I also had a history with my serial (failed to apply it to my account).
• Make support more transparent: Let customers see when support read/worked on a ticket/update. Flag it like “read <date>” or so. This simple feedback makes us feel like someone is available.
• If there’s no reaction whatsoever to an update, people tend to think they get ignored and will send more tickets or give up. Neither helps.

Just had to get that off my chest.
I have to admit though: I wasn’t the best customer either, so my initial ticket wasn’t too nice. Sorry for that.
I wasn’t a happy customer for that week and fear the day something goes wrong again. I mean: Yes, it’s only $60 once but then again, it’s still money and a business, so support for potentially unfair suspensions could be better.

Cheers and all,
Atomhamster

PS: Edited-in the “sorry” part. It wouldn’t be fair without it.