(and cant post on the forums, which is why I do that now)
So everything started on the 29th, he bought GW2 via Amazon and registered his account on guildwars2.com. So far so good, but suddenly instead of receiving a display name like bawki.1879, he got a 32 character hash. When trying to log into the game, he is prompted with error code: 1038:11:4:1585.
Now, after three closed tickets(one of which was simply answered with “hey fill out this survey”), he got a really unhelpful response. First the guy from support tells him that he has a GW1 account, which he does not have. Then asks him to change his email address and correctly link his gw1 account(which he does not have).
In the end, it has been 8 days, and still nothing. Ticket was created on 29th, I can supply the ticket id and email in a private message.