Showing Posts For orca.1806:
If I dont have a resolution tomorrow I will just try and purchase a new copy.
This is the dumbest thing you could do. At least make sure you chargeback the first copy. That is what I will be doing tonight if my issue has not been resolved.
Ticket: 120831-017385
I was the second reply in this thread, and I’ve been waiting since the 31st – still 0 contact from your support staff. Will be issuing a chargeback this evening if the issue is not resolved.
Ticket: 120831-017385
Any reward for those who are banned for unknown reasons?
in Account & Technical Support
Posted by: orca.1806
Your reward is $60 after your call your CC company and issue a chargeback.
As for chargeback not working, my brother paid for a service not a product. If the service is being denied him then he is within his rights to chargeback regardless of the hows or whys.
I guess I don’t understand how making a one-time purchase of a game equates to purchasing a “service”. A service has a recurring bill. Guild Wars 2 does not. It’s a purchase of a product that comes with a service.
But congrats on getting fixed.
I’ve had access to neither a product or a service so I think that’s good enough reason to get my money back.
Me too! My ticket 120831-017385
Did you do the updating thing and deleting of the other tickets thing as outlined yesterday?
I did that! Nothing happened! Been waiting since the 31st.
Also you feel like you’re being ignored because you ARE being ignored.
My ticket: 120831-017385
I am also placing a chargeback today if my account issues are not resolved by tonight. Its going on one week to the day for me, and I haven’t received the slightest bit of assistance. You wanna keep giving me the runaround? Fine – I’m taking my money elsewhere.
What a shame, because this really is a fantastic game, and it is being brought down by the absolute worst customer service in the industry.
edit: Ticket 120831-017385 if anyone out there cares enough to help.
(edited by orca.1806)
Been a week for me now – closing out my other tickets didn’t do jack. My ticket is 120831-017385, I would like an update, a response, SOMETHING! You had ‘three meetings before noon’ yesterday to implement all your big ideas, and nothing has happened yet. This endless game of dragging people out is getting old. Fast.
Is it really so much to ask to have one employee start on the tickets at the start of this thread and work his way through them? I feel like I could have gone through every single one of these tickets in less than a day, and yes I’ve had a CSR position before.
I closed out my additional tickets as per this post. Please don’t be steering me in the wrong direction, Gaile =/
edit:
Ticket number: 120831-017385 , been waiting since the 31st.
(edited by orca.1806)
First off a BBB rating means nothing Blizzard had an F for years because of the mass banning of cheaters in D2. Secondly they are working through help tickets as fast as they can. In fact they are about 2 days behind because of the sheer volume of various tickets they are getting. So saying they are doing nothing the player base can see is totally false.
As fast as they can? They have assisted 0 customers in the ‘Customers Waiting Longkitten Times’ sticky.
Online chat would also work.
But I think this isn’t something that should be posted under account issues…
They have an online chat, it is open 5 hours A WEEK, LOL.
This thread will soon be closed by a moderator who could instead be assisting customers in the stickies. Rather than fixing the problem they are silencing people complaining about it. Logic??
Hey folks!
Just a quick reminder for everyone – bypassing the language filter is frowned upon, so please refrain from doing so. Just as we are vigilant about language in the game, so are we here on the forums. Thanks!
Carry on!
Thank goodness they hired you to be the forums hall monitor when you could be assisting people with blocked accounts.
I was one of the first post in this thread still not helped come on….
Lets do this again…. Account was hacked he took everything from me my hard work I poured into this game is gone bla bla
Ref# 120903-010740
I was the second reply in this thread, and still not a word. RIP all hope for any of us ever playing this game again.
ArenaNet:
I think you guys should be focusing more on the people with legitimate support concerns, rather than the people who got themselves hacked for not being smart about account security. It’s the Internet, people should be used to needing good passwords and such by now.
You say you are focusing on people with hacked accounts but there are TOO MANY people with other legitimate account concerns that have been waiting for close to a week (maybe longer?) and they didn’t do something STUPID like use a lame password or give their login info to a “gold-seller” or whatever.
Why don’t you help the people who CAN’T help themselves (ie: accounts banned and no idea why!), rather than the people who DIDN’T & WON’T help themselves (ie: gullible dummies with weak passwords).
I’m very frustrated by this because my ONE guildmate hasn’t been able to play for DAYS and not because he abused an exploit or got his account hacked out of stupidity. This is now affecting MY gameplay experience because having my guildmate (best friend) in-game with me is what makes these fun for me, ever since Ultima Online.
Here are his ticket numbers:
120829-017006
120904-006137Permalink to his previous forum post:
https://forum-en.gw2archive.eu/forum/support/account/Players-Awaiting-Help-merged/first#post4180I seriously expect you guys to give him an answer. I spent the entirety of beta convincing him how awesome this game is and how much he’s going to enjoy it – and he was enjoying it! Until he got “permabanned” and we have no idea why.
How happy do you think he is with the game now? I know I’m quickly losing my patience and my account is still functioning!
—
THIS is what your priority list should look like:
1: Legitimate account concerns (banned and don’t know why, game code not working, broken features, etc)
2: Hacked account recovery
3 – 49: ANYTHING else
50: Idiot exploit abusers getting a second chance when they don’t deserve it
Please start taking care of the customers who should mean the most, not the ones who whine the loudest or who can’t take care of themselves. I like ArenaNet and I like Guild Wars 2 but you guys have seriously got your priorities twisted.
Thank you.
http://www.instantidiocy.com/letter-to-arenanet-regarding-guild-wars-2-account-support-priorities/
Yeah real smart to get all happy with the banhammer and then woops we don’t have the support staff to cover the backlash. I love that my problem is getting put on the backburner (or hell, at this point its not even that far its still in the refrigerator) so you guys can help unban those who willingly exploited. Good job!
(edited by orca.1806)
Anyone that posted here actually been helped yet? I was the second reply and I haven’t heard a peep.
He has submitted three tickets relating to his account being hacked by gold sellers, and has only received one response about something entirely unrelated. The ticket numbers are as follows: 120831-017385, 120903-008371, 120904-010682. No account access since the 31st, and your wiki said everyone who has submitted a ticket before the 1st has been helped. Please escalate and respond to these tickets.
That’s one of the problems. Sending three tickets is delaying his response. The team will assist him after the tickets are reviewed and merged. I cannot give a timeframe at present.
Uh, then why does it say here to submit a new ticket if your existing one hasn’t been serviced? http://wiki.guildwars2.com/wiki/Game_status_updates
Our customer support team is prioritizing hacked accounts and other blocking login issues over other types of support requests. If you submit a support ticket for a hacked account, ensure it is properly prioritized by following these instructions.
We have now completed prioritized requests submitted prior to Saturday, September 1. If you have an older ticket that has not been completed, that means it’s not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, “Hacked Account – Ticket submitted August xx – Ticket number xxxxxx-xxxxxx” (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket.
You guys really need to get your act together… I’m getting crapped on and I’m following literally all of the instructions you’ve given, and NOW I’m getting conflicting instructions. I was the second reply in this thread, and I still have received NO CONTACT. Also, falsely advertising that ‘all tickets submitted prior to 9/1 have been completed’ is just wonderful. I would have performed a chargeback by now if I had not bought this off of Amazon – I’ve spent more time banned than I have playing since release.
Why does this thread even exist if you still haven’t even helped the second guy to post in it? Best of luck to everyone who posted after the first page.
(edited by orca.1806)
Customer Brian Rice via CSS Web 08/31/2012 06:30 PM
Dear Steven,Please take the time to read my message and see the attached PDFs. I was banned for gold selling. If you check the 3 emails sent to me to authorize locations, you will see that they all three were from different cities in China. After doing that please unban my account.
Response Steven via Email 08/31/2012 05:16 PM
Hello,Thank you for taking the time to contact the Guild Wars Support Team. If you’re receiving a message saying your account has been blocked due to inappropriate behavior (error: 45) the first thing you should do is look at the in-game message shown at the login screen when you attempt to login, where you will be informed if you were suspended for an offensive name or for inappropriate behavior (usually chat).
To keep Guild Wars 2 a pleasant place to be, we take action against racist names, hate speech, overtly crude language, and other unacceptable behavior. If your account is blocked for a chat offense, the account is given a three-day suspension. If it is blocked for an offensive name, you will be required to rename the character name and, in most cases, will also be given a three-day suspension.
You can read our Naming Policy here: https://www.guildwars2.com/en/legal/guild-wars-2-naming- policy/.
GW2 support policies are presented in the Conduct Breaches and Outcomes document located here: https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/
Regards,
Guild Wars Support Team
http://support.guildwars2.com/
Customer Brian Rice via CSS Web 08/30/2012 04:09 PM
When I tried to log in to day the error said I was engaging in Money Trading etc. This is a lie. I would like my account back please.
Customer Brian Rice via CSS Web 08/29/2012 03:47 PM
I was permanently banned and I don’t know why. Please help.
I also got this completely useless response from ‘Steven’. If someone at the CSR department could talk to this individual about sending out completely useless responses to customers, obviously without even reading their ticket, that would also be appreciated.
My thread is here: https://forum-en.gw2archive.eu/forum/support/account/Roommate-s-ticket-for-hacked-account-has-not-received-attention-since-8-31/first#post3986
THIS (orca.1806) is not my account, this is my friends account I am posting from. My tickets are the following:
120831-017385
120903-008371
120904-010682
My account was compromised, and I was both banned and lost my password for it. My original ticket was put in on the 31st, and the other two have all the information
requested.
(edited by orca.1806)
He has submitted three tickets relating to his account being hacked by gold sellers, and has only received one response about something entirely unrelated. The ticket numbers are as follows: 120831-017385, 120903-008371, 120904-010682. No account access since the 31st, and your wiki said everyone who has submitted a ticket before the 1st has been helped. Please escalate and respond to these tickets.