Showing Posts For aurickle.2786:
I am now getting really peeved. In all the years I’ve been playing MMO’s — spanning 10 years and a good dozen or so titles — I have never, ever seen such horrible customer service.
On 8/24 I saw that my GW1 and GW2 accounts were incorrectly linked. I did nothing because I hoped that they would provide an online way to fix that.
On 8/25 it was obvious that it would have to be handled by Support. So I created ticket 120825-004093
On 8/25 I received the automated follow-up email asking if I did indeed need help. I replied in the affirmative and added a ton of information about the two accounts. Info that I believed would be more than enough for them to verify that the accounts were indeed mine.
On 8/30 I finally got a reply from GM Vagabond. It was the boiler plate reply that has been quoted elsewhere in this thread where they ask for 14 freaking items. I replied. I will admit I vented a bit of steam when I did because it’s just asinine what they’re asking for. If someone doesn’t keep all of his boxes AND every email he’s ever gotten from the company, he’s basically screwed.
On 9/6 (yesterday evening) I finally got another reply to my ticket — this one from GM Smote. Guess what? It was the EXACT SAME boiler plate reply, asking again for the EXACT SAME information.
On 9/7 (this morning) I replied yet again.
So today makes the 14th day I’ve been waiting on this issue. It’s not my only issue, by the way. I also have ticket 120826-009320 out because the game at my Tome of Influence. I used it and got a nice graphic splash, but no actual influence. Since it’s a totally different issue, I created a different ticket. That was on 8/26 and it has never received a single reply from anyone.
My best friend with whom I regularly play also had the problem with mis-linked accounts. He has gotten three emails back. All three have been the boiler plate “Give us your life’s history” reply. All three times he’s given answers to all 14 questions.
FYI, I handle customer support for a company that publishes a $700 program. (One that ArenaNet uses for the graphics in Guild Wars 2, no less.) We only ask for two corroborating pieces of information to verify identity. 14 items is completely insane. Especially for a few cosmetic items and titles.
I like GW2. I enjoy it a lot. But I swear, if these two tickets continue to drag on like they have been I will call it quits and refuse to ever give ANet another dime. Look at how long they have been in business and how they had the luxury of being able to take a “we’ll release when it’s ready” stance like they did. How a company with that pedigree can foul up customer support so terribly is completely beyond me.