Guild Wars 2

GaileGray.9587:

I am sorry that this has gone on for such a long period of time. I’m glad that an agent has eyes on it now, and although you may be getting an auto-response, I feel that, based on the message you received earlier, you’ll be helped shortly.

Gaile, I appreciate your help getting this issue moving. I’m sure that without you, my ticket would still be in the bottom of some virtual waste basket.

Is there any response to my first post in this thread regarding compensation?

Thank you again for your dedication to us all.

Apparently I spoke too soon. The support rep that I spoke to told me that they “miss categorized my ticket and then lost it” and that the billing department would be responding to fix my problem right away. And now I am only getting generic auto responses again. This is getting out of hand.

I am finally getting my issue addressed by support (no idea how much longer till it is fixed, but hey, I got a human being, right?) but this question has still not been answered. I know that I would like a response, and I imagine there are others out there in my situation that would as well.

I am one of the many people who have been wrongfully unable to play the game due to the less-than-successful method that Arena Net chose to have us apply the retail serial code to the pre-order accounts. My personal ticket is 7 days old, and I have still not received any help or response from the support team.

Like many, I find my self tempted to issue a chargeback for my purchase, seeing as I have not received what I paid for (which was the ability to play the game).

Had the issue been caused by any fault of ours, or handled in an appropriate manner (I have followed all guidelines posted on all websites to get my ticket “prioritized” to no avail) I would not consider any compensation necessary. However, seeing as we are innocent victims of poor planning and execution, I wonder if you (Arena Net) have any plans to compensate us for the time that we have not been able to access the game.

I, and many others, appreciate Gaile’s efforts to rectify our situations, but the company’s decision to put hacked players, and players appealing bans before us has gotten to the point of making it feel (at least to me) that they don’t care how long we wait.

I am not asking for anything huge, just a gesture of good faith and an apology. Not to mention seeing some actual progress on my personal account problems (Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568])

Thank you for your time, and I hope that these issues are taken care of before it is not longer worth the wait.

Sadly I am considering the same. It has been a week since my original ticket, and despite my following every instruction they gave, and Gaile’s honest attempts to help, I have still yet to have anything resolved. The problem that I see is that now that they have our money, they have little incentive to get moving on our problems, as long as we aren’t in game where we can do damage to their economy. The only way that we as customers can hold them accountable is to demand our payment back from a game that we are unable to play. Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]

Congrats on being back in. I’m still out from something they messed up on. Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]

Congrats on getting your account back! I’m about to start my 8th day of waiting with no luck… Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]

Go enjoy the splendor of Tyria for all of us left out here!

I’ve had a very similar problem. Its going on 8 days for me with nothing but generic auto responses from the support side and the run around here. Best of luck to you. Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]

Still hoping to get some progress on this. Day 8 starts today. I have faith in you, Gaile.
(this is technically both the original ticket and the secondary re-prioritized ticket as I am unable to log onto support and fix it.)

Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]

We’re now on day 8. Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]

Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]

Hey Gaile, I’m surprised to see you’re still at it. The last thread we spoke on is locked for some reason, so I’m just trying to keep my information current. Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]

GaileGray.9587:

painkiller.4738:

GaileGray.9587:

painkiller.4738:

Does anyone else find it odd that sometimes all of the Arena Net people just disappear?

I put in a 11 hour day at the office. I’m posting from home now. Come on, be reasonable, friend!

Oh no, I’m not upset with you! I just find it odd that they have you doing everything. Doesn’t hardly seem fair to all parties involved.

Oh no worries. We all chip in an try to help out. I’ll respond to the 24/y comment separately. And thanks for understanding.

I hope I’m not being too much of a bother, I’m just running out of time that I can spend trying to get this ironed out. Is there any hope for a resolution for me? Here is both ticket’s information in case you need it “Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]”

GaileGray.9587:

painkiller.4738:

Does anyone else find it odd that sometimes all of the Arena Net people just disappear?

I put in a 11 hour day at the office. I’m posting from home now. Come on, be reasonable, friend!

Oh no, I’m not upset with you! I just find it odd that they have you doing everything. Doesn’t hardly seem fair to all parties involved.

Freyar.3254:

painkiller.4738:

Does anyone else find it odd that sometimes all of the Arena Net people just disappear?

That’s kind of what happens when it’s 0130 EST. :P

Yeah it wouldn’t bother me if they didn’t claim to have 24/7 support on the forum. And its randomly throughout the day. No one from Arena Net has posted anything for about 45 minutes across all sections of the forum. Makes it hard to fit some “sit down and get support” time into your day, you know?

Does anyone else find it odd that sometimes all of the Arena Net people just disappear?

GaileGray.9587:

JonasX.6045:

well as said, the longer you drag, the players will slowly give up and drop the game for something new.

painkiller, hope we get to play it soon

That is precisely what we do NOT want to happen, which is why a lot of time, money, and effort is being spent on this problem. As it should!

I’m tracking a couple of things and hope to know more soon about the 30 August ticket, in particular.

I really hope you do. I waited 5 years for this game, but after a week of nothing but the run around, it really is starting to feel like a waste of money and time. I don’t know what else to do, Gaile. Please have support fix this ASAP.

I have no idea why that messed up the format.

“How am I able to close my previous ticket and rename my primary ticket through email? There are no options in the email. Can’t you just look at the ticket, see when it was created, and pass it to the support team for action from there? If it helps, here is the title and ticket number of the re-prioritizing ticket that I was told to open. Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]”

GaileGray.9587:

painkiller.4738:

GaileGray.9587:

Jonas — if you didn’t do it, the team will get it sorted. If you did, sorry, you’ll remain banned. And that ticket appears to be just a few minutes old, so please be patient.

painkiller — have you updated your ticket lately? To include all the info mentioned in the sticky post at the top of this forum? The reason I ask is I’m worried the ticket has been mis-queued, and if you update that could get fixed.

How am I able to close my previous ticket and rename my primary ticket through email? There are no options in the email. Can’t you just look at the ticket, see when it was created, and pass it to the support team for action from there? If it helps, here is the title and ticket number of the re-prioritizing ticket that I was told to open. Blocked Account – Ticket submitted August 30 – Ticket number 120830-007345 [Incident:120904-000568]
Gaile, as I have said many times, I updated it with the system that you instated on the 2nd, however, I no longer have access to any of my accounts, playable or support, to update the ticket further. That is one of the most frustrating things about this. There is literally nothing more I can do. It is in your hands, please fix this as soon as possible. It is coming up on 8 days. Ticket Number – 120830-007345

Can’t you update via email? It’s the way most people do it.

GaileGray.9587:

Jonas — if you didn’t do it, the team will get it sorted. If you did, sorry, you’ll remain banned. And that ticket appears to be just a few minutes old, so please be patient.

painkiller — have you updated your ticket lately? To include all the info mentioned in the sticky post at the top of this forum? The reason I ask is I’m worried the ticket has been mis-queued, and if you update that could get fixed.

Gaile, as I have said many times, I updated it with the system that you instated on the 2nd, however, I no longer have access to any of my accounts, playable or support, to update the ticket further. That is one of the most frustrating things about this. There is literally nothing more I can do. It is in your hands, please fix this as soon as possible. It is coming up on 8 days. Ticket Number – 120830-007345

I definitely will. If they fix this, my faith will be restored and I’ll sing their praises on the mountain tops, but the longer it takes, the quieter I feel like singing.

Seriously, there is nothing we can do to hold them accountable as they already have our money. So far its still nothing, my friend. I hope you have better luck than I’m having. Gaile on here seems to really be trying to help, but the support team is non existent.

120830-007345 opened on 8-30. Come on guys, lets get these moving. I’ve done everything that I can. The ball is in your court.

Post your Ticket Number and hopefully they do something. You’re looking at a looooooooong wait. Coming up on day 8 here with ticket number 120830-007345. I know that feel, bro.

Come on Gaile, I have faith in you. Please don’t let me down. A PM would be fantastic.

I’m 168 hours of waiting. Coming up on 8 days. Nothing. Account blocked, and it has been prioritized. Now I can’t even access my support account. Somebody do something. Ticket Number 120830-007345

Same thing. 120830-007345

120830-007345 Opened 08-30. Getting impatient.

My retail serial did not apply to my pre-order account, and I submitted my original ticket on 8-30. Support has not gotten back to me and all I have gotten here is the run around. I have followed all steps for re-prioritizing and done everything I can. I am now locked out of my support account as well, and there is nothing else I can do.

After a week, my patience is wearing very thin, and Arena Net goes on their wiki and boasts that they have finished all tickets up until 9-03? Um, no?

It seems like since we don’t pay a monthly fee, you guys aren’t loosing any money by making us wait. This is unacceptable.

Again, my week old, properly prioritized ticket is 120830-007345.

I had my hope restored that help was on the way when this forum was opened, but so far, it has made no difference.

Somebody explain to me the logic of unbanning people before answering week old tickets that have not been touched? Haven’t been able to access my account for a week and it was not my fault. Ticket number 120830-007345 don’t get me wrong dude, glad you get to play. Just sick of arena net not fixing the issues they’re bragging about having fixed.

Ticket number 120830-007345 from AUGUST 30!! I have reprioritized it and now I can’t access it. Please fix this.

GaileGray.9587:

Alexixiv.4582:

I simply want to know if there have been any resolutions for accounts that have the serial key applied to the wrong email address but still linked to the same ncsoft account?
Is there a solution or am I holding my breath for nothing and all these tickets are just collecting dust?

ticket numbers:
120901-018012
120905-001491

The focus right now is on hacked accounts and other major issues. Linking issues are individual cases, and we do want to and will take care of them, but there may be a bit more time before the team can do so.

Gaile, my problem is linking my pre-order account to my retail account. How can a problem that is completely caused on your end that is preventing people from playing not be your number one priority? I have been blocked from the game for 7 days and from my support account for two. This is unacceptable. Ticket number is 120830-007345. A seven day wait for support from any other company is completely unheard of. Please take care of these immediately.

Seriously, I’d love to know what you did. My ticket has been opened since 8-30 (120830-007345 ) and I did the requested re-prioritizing on 9-2, but have still not received any response. I can’t even log on to my service account, so I’m sort of helpless here. Any advice would be greatfully appreciated.

Yeah that is what she made it sound like. Fingers crossed that we might get in today. I haven’t been able to get on for a week due to them not merging my pre-order with my retail code even though I followed their directions. Seems like that should be an extremely quick fix. 120830-007345

Its been over 7 days for me. 120830-007345

What if we are unable to access our support account?

Is any one else as frustrated as I am when you see someone with a similar or lesser problem that has received support much faster than you? Where is the logic there? Ticket Number 120830-007345 opened since 8-30.

Gaile, I’m hoping we can get my account taken care of today. I have been blocked for 7 days now. my original ticket is 120830-007345 and I reprioritized based on your guidlines days ago and have still not recieved any response (other than the automated ones) I have followed all of the advice given, and now I can’t even log onto support using the account in question. Please fix this.
I understand that you are all trying to get a handle on the hacking issue, but you guys need to get the people who got blocked out of the game for no good reason back in too.

Thank you again for your dedication, and please don’t misconstrue my frustration as anger with you all.

We’ve all been having a similar problem. I’m on day 7 with no response. Good luck.

I’ve been waiting a full week now for a fix to their system failing to merge my pre-order account with my retail one (followed their video step by step) The most response I have recieved was an automated “no help at all” message and then some good responses from Gaile here on the forum. Unfortunately, nothing has been resolved or even moved forward. I still have no idea how long it will take. Best of luck to you.

shucks. Well, go enjoy Tyria for all of us stuck here!

What was your resolution!!!

I have read all of the steps and done all of the appropriate actions but now I can not even log on. I reprioritized it and still have heard nothing.

Thank you again, I know I’m posting a lot, but there is not other venue for me to get a hold of support anymore.

My support ticket number is 120830-007345 and it has been reprioritized, and was originally opened on August 30th, and I have recieved no response. I am really confused as to the critiria for who gets helped and who doesn’t.

Thanks Gaile

Gaile, we really appreciate you all opening the support forum for us. It really helps getting to actually get a response. However, since this morning, I have been unable to log into my support account that has been shut down to do anything to help on my side, and to get the appropriate ticket numbers. The only one I have is 120830-007345 which I opened on 8-30. I have only recieved the original automated response, and would appreciate some notification of if it is being taken care of. Thank your team for us for getting to this, and we will do our best to remain patient.

Looks that way. Also looks like they’re shift ended about 2 hours ago.

Also, since my account has been un-usable for 6 days, I am not longer able to log on to the support sight to see or update my tickets. 120830-007345

Weird bro. I know that feel

120830-007345 This is my ticket number. It has been 6 days. Thank you very much for your help.

And now I can’t even log onto that account to see my tickets in the support station. Please get the live chat up or anything so that we can see that progress is being made. So far it seems like you are brushing us off…