I haven’t had any luck. Not even a response saying “We’re working on it.”
I don’t know what I should do, really.
Yeah, at this point I am delusion-ally telling myself that I am getting something for my $60 and that is the access to post on the forums, so I am taking advantage of that where I can… again, “delusion-ally”
What has a subscription got to do with it?
He paid $60-$100+ for a product that he’s not been able to use.
you’d “just feel happy to get access”?
like its some privelige or something free?
no, its a product/service and the vendor hasn’t provided despite being paid for the sale.
people like this should absolutely [particularly with week+ waiting times] get some small token of thanks for putting up with it instead of getting their money refunded.
something in-game like extra bank inventory space or something would totally be appropriate.
Yes I would be happy to just get access. ArenaNet makes no guarantees about service availability, and that’s true probably for every other online service you sign up for. I suggest going back and reading all those paragraphs you agreed to when signing up for the game.
I spent a week or so unable to access the auction house. They denied me part of the game. But I didn’t ask for anything for compensation. Yes I realize it’s different from being denied full access to the game. Does that mean I should get a smaller item of compensation to compensate for my mental suffering? No.
I’ve seen the same thing in another mmo. Something would happen whereby people either couldn’t sign on, or they didn’t get the same in-game items they got the previous year for a certain in-game event, and people would head to the forums to ask for compensation.
Maybe ArenaNet should give out compensation just to get rid of these compensation threads and make everyone happy. /sigh
Comparing access to game features and complete access to the game is apples to oranges. They do not guarantee access to the game, but they do have an obligation to their customers to deliver a playable game. Also I think you are taking that part of the TOS a little out of context as I am pretty sure they are referring to server status and not really single user issues.
i had a agent reply to my ticket but they restored the wrong account, i returned the account to the origional owner but my account has not been restored i was hacked on 30-31st and i have not been able to play since then. i really just want to freakin play, can i please get some attention it will take an agent 5 minutes to get this fixed for me. please. not demanding. im BEGGING
ticket number 120901-029070
please help gaile im lookin at you bro! halp!
and yes gaile i did update my ticket and follow procedures to get it prioritized. still no help resolved! thank you for your help guys, my charecters been emptied but atleast hes not deleted!
The ticket was a Hacked Account ticket that was resolved but I was also asked to confirm if I wanted the other account unlinked from my Guild Wars 1 account so that I could link it to my new account. I simply confirmed that I did want it un-linked so that I could link it to my account and finally receive my rewards.
Since it has been over 72 hours since I have heard back I wanted to ask what I should do to proceed. Continue waiting, update the ticket, or re-open a new ticket and close the current one?
Any answer from the forum support would be most welcomed. I do understand that support is busy giving everyone their accounts back and believe me I understand and I am most grateful since I was one of the victims that was lucky enough to get my account back.
I know at least one post has stated that their ticket was reported lost and a new one was created, if all you are riding on right now is an email I would open a ticket for the standing issue just in case, you can always close it if they respond.
Yes I have started considering my options today as far as possible compensation… I may not have to pay to play the game but I certainly didnt buy it just for the pretty box…
If you bought the digital version, all you get for your $60 is a game client.
Yes that is why I always get a physical copy so that when things like this happen I have something to hug while I cry…
My account was hacked the 30th and restored around the second or so – I believe and while it did take a bit longer than 72 hours, the issue was resolved. Still awaiting help on the Linking Issue but I assure you, they are doing the best they can right now and they have mentioned several times that they are receiving insane amounts of tickets.
Rest assured – they are helping! Also do make sure you have followed every step they ask for and give all of the details required, it will speed up the process. Refrain from making multiple tickets as well it will only slow down the process.
I know it can be frustrating but hang in there! I hope your ticket gets resolved soon
The fact that they are prioritizing hacked accounts before other issues is asinine. Like many others, my wife has a 6 day old ticket and has not even seen the character creation screen. What reasoning gives a “hacked” account priority over her. Tickets should be first come first serve.
I agree, they should triage the hacked accounts and simply disable them until it is their turn in line to be addressed based on the submitted tickets timestamp… A hacked ticket should get resolved in the same order as all others…
Can users please post here if their ticket was resolved and what the issue was… we could use some encouragement. Any resolved tickets. This might actually give us an idea of what types of issues are being addressed and hopefully lessen the anxiety a bit for the rest of us…
Anyone’s issue resolved yet? I know that some have been contacted regarding their serial key issue but does anyone out there have an actual resolved ticket for it?
Yes I have started considering my options today as far as possible compensation… I may not have to pay to play the game but I certainly didnt buy it just for the pretty box…
“Response Via Email (Tim) 09/06/2012 05:58 PM
Hello,
Thank you for your interest in Guild Wars 2 and your continued patience!
This is an automated broadcast insert removed
- If you registered your retail serial code to the wrong prepurchase or prepurchase account, or you have created a new account in error. Please update your ticket and provide the 25-digit serial code that you registered in error.
insert removed
- For all other trouble with registering your serial code, if you have not yet done so, please be to update your ticket and provide your 25 digit serial code as well the e-mail address that you are trying to register with, or have registered with.
Just in case any of you didn’t get this mass email response. Here it is.
I already had that information in my tickets, so since I didnt get this mass email is it safe to assume that my ticket was correctly filled in, or should I take the pessimistic approach and say that my ticket is mis-categorized?
So what your saying is that the team working the hacked issues are not the same ones that can resolve the serial key linking issues? So our wait will start over again with another team once they finally get triaged by the normal support group… at least that is what I am detecting from that response…
Who knows what they’re saying. I would assume Account Support would cover all of it. I don’t like their response as much as you do. It’s frustrating…
I’m having the same issues…got a pre-purchase code. Played…leveled up to around 45 or so then finally couldn’t log onto the game because of Error Code 9.×.×.x or whatever it was. So I tried to update my serial code and entered in the same information I did last time. Since the email I used on my GW1 account was different, it made a new account with that email instead of updating the one I just made for pre-release. I submitted my ticket 9/2/12.
What’s really funny, is that when I was posting the ticket, it had the little drop-down menu to select what your problem is related to. I clicked Account. Guess that made no difference, because when I finally received a response, this is what I got.
“Response Via Email (Westley) 09/05/2012 03:47 AM
Hello there,
Thanks for contacting the Guild Wars 2 support team.
In order to better assist you with this account-related issue, we will transfer this question to our Account Support Department. An Account Support team member will be in contact with you very shortly.
Guess their idea of “shortly” is different from ours? Sigh…I want my main character back…Please respond to our tickets instead of reminding us that we shouldn’t post our emails in here or going through other posts and just merging them here.
Incident: 120902-009452
So what your saying is that the team working the hacked issues are not the same ones that can resolve the serial key linking issues? So our wait will start over again with another team once they finally get triaged by the normal support group… at least that is what I am detecting from that response…
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.
But you told me in my other thread that you have agents working on ALL different types of issues with focus on hacked accounts. Wouldn’t it be even easier to put even just 1 agent on resolving other issues? It is implied from this response that you don’t even have a single agent working on this current issue with serial codes and that is just poor organizing of the support team. Please pass this on to whoever is in charge and please reconsider your strategy.
I concur, I work single user tickets for an ISP and we are just as capable of predicting ticket flows by watching weather and program listings on tv. We have a 48hour maximum commit time on all tickets and manage to keep users who we are not able to meet the commit informed of the status. When we have an “outage” where several users are impacted, even if it requires individual attention we allocate a handful of team members to it and everyone else continues BAU. Why is this not the case here?
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.
Is there any way you can give us a time frame better than “between now and when all hacked issues are resolved”? It would help to tone down the anxiety a bit if there was a rough estimate based on the ticket work load of how long it will take before other types of tickets are addressed. Please?
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
Edit: If your serial key issue has been resolved, post here to give the rest of us some encouragement please and thank you!!!
Same Issue, my ticket numbers are 120904-008557(original) and 120905-001491(prioritized)
Detailed Description: After registering the serial code I ended up with two accounts. One has the pre-purchase code, all my characters and guild on it (Alexixiv.8125) and the other has the serial code (Alexixiv.4582).
very helpful!