Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Keep on rockin’ the music, wjmanie!
Hi Roman,
I can see that you are asking this question with sincerity and good intent, and I’m happy to share a few thoughts on suggestions and how they work on the forums.
The team is not often able to respond to individual player and forum member suggestions, but as you’ve seen yourself, many ideas, concerns, and suggestions from players are addressed within or adopted into the game. This does not happen only during a Beta — it happens on a regular basis. Many of the changes that the devs make to skills, for example, come through feedback from our player base, and we’re very happy to have it. I saw a lot of changes in the January quarterly update that had its source in forum input; I see more of those sorts of positive changes, updates, and improvements coming in the next update, too.
Suggestions are definitely read and reviewed. That happens on a daily basis, although naturally not every dev can be on the forum every day. Too, it’s not really possible to go back into each thread to post an acknowledgement, nor to retrieve a thread months later to note, “See that change you mentioned? It’s now in the game!” But I have seen many forum members “connect the dots” between game changes and forum posts because as a whole, forum members know our game very, very well, and they are familiar with the ideas that the community shares with us.
So please — go ahead and share your ideas! They might be about gameplay, the world, maps, missions, objectives, professions, even things of a more “light” nature, such as ideas for the Gem Store. They may be about the next expansion pack, about the core game, about HoT, or anything in between. You absolutely should feel free to share them any time.
One suggestion: Before posting it’s best to look for an existing thread so that you can expand upon posted ideas, or add your input for changes. This keeps things efficient, and allows the devs the most meaningful time on the forums.
Thanks for asking about this!
Clever idea — I like it! Easy to remember the name of that Tumblr page, too.
It’s super nice of you to share all these. I’m sure many guilds will be happy to emulate some of what you done!
Your description and that image definitely made me laugh!
Thanks for sharing.
That’s pretty amazing! I wonder if you kept track of how long it took to create that?
Thank you for sharing the images!
This is nicely done, Charlie. I love the variety of art styles!
Gaile,
Is there anything or anywhere I can post to help with what I am experiencing?
I’m fairly technically and have been doing my own troubleshooting. I even rolled back my system to before the the patch (but the game is the same) and it’s still happening.
The thing I’ve noticed running the resource monitor is the game client 100% stops responding. It’s either a short or long pause. The CPU cycles assigned just stop for the game. The weird thing is the player location doesn’t change until you come back. So it’s like the server tells the client to stop moving or what not…
This is helpful information, Kryxx. Thank you for posting it. As I mentioned, and as GM Awesomeness reiterated, several team members are tracking this thread. We consider it a high priority, and we regret the issues that some players are experiencing!
I think I might be suffering from this bug as well. I have micro stutters in Open world, it is not so bad in unranked conquest, but the ping in LA for example is seeming high and my FPS is dropping to like 12 to 8 FPS at times. I am also noticing a Sound stutter very momentarily. I just had installed some upgrades to my pc, I was on XP (yeah yeah jokes can come in) but switched to 7 64 bit and got a newer Graphics card powersupply and harddrive was like what the **** why is my performance worse???? but now ,I’m seeing a familiar sounding issue happening to a lot of people. hope a fix is figured out, I love GW2 would like to be able to play without my ocd kicking in about the stutters
Based on what you said, you didn’t upgrade the motherboard and cpu, nor ram, and therefore I would fully expect less performance. While GW2 does use the graphic card to a large extent now, it still relies heavily on the cpu. Windows 7 itself has a heavier memory footprint, and 64-bit even moreso, than xp, while also likely putting a heavier strain on the cpu itself unless you have changed Windows settings to ‘best performance’ instead of appearance. If the mb & cpu & ram have also been upgraded, then that is a different issue obviously.
Also very helpful. Thank you!
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Hey, all,
We have had a thread of very similar nature in the HoT sub-forum. I’ve called that one to the attention of the development team in one or two of my recent reports. https://forum-en.gw2archive.eu/forum/game/hot/There-was-a-time-GW2-was-Casual-Friendly
Because the theme is so similar, I’d like to invite you to share your thoughts in that thread, so that we see the full measure of your input on the subject.
Thanks.
Perhaps you do not understand that systems we have in place. We have people, live 24/7/365, who monitor in-game reports. They review names and see if they are outside our Naming Policy. If so, they are actioned. They review chat — and the strings around it — to see if the chat is truly offensive. These team members are active, and reactive, on a minute-by-minute basis.
Does this mean they will be able to deal with every single individual who steps across the line? No. But time after time, I see people claim “I report and they’re still in the game” without knowing that the person may have been warned, may have served a time-out, may be pending escalated review. What you observe is absolutely not evidence that nothing was done.
We also have the block system. Complaints that “it’s so long” are without merit. If someone is misbehaving, it’s a two-second process to block them, even block and report them, and then move on. Unless there something beyond that concern, say, a desire to play a special role in the community?
So, sure, let’s talk about having players moderate in-game behavior. I’ve been in the industry for 20 years — 15 of them at ArenaNet — and I’ve never seen such a system succeed on the level that we would want it to succeed. Cries of “preference” usually arise. Abuse of power can be an issue. Downright corruption and misbehavior has arisen in really high-quality games. Citations that Player A handles things one way, and Player B another — in other words, inconsistency in enforcement of policy — is always a risk.
And what you suggest isn’t necessary. We have moderators on board. We will deal with genuine issues. You have tools to deal with issues. If you are concerned about specific players, you may submit a ticket to Customer Support to outline your concerns, and they will conduct an investigation of that person’s behavior.
But on that last bit — the submittal of reports — be aware that when doing that, agents will also look for the possibility that the issue is deeper and broader than was reported. We have seen many cases of “abuse by support” where someone who feels dislike towards another player reports that player — sometimes in the game, sometimes on the forums, sometimes through tickets — and during the investigation we notice a situation called “mutual antipathy” where both players are guilty of misbehavior and they are trying to influence the infraction of the other person’s account.
And on the subject of issues that cross into real life: We do not have the ability to handle real-life death threats. No company of our type does. Issues that cross into real life, such as threats, stalking, harassment, etc., should always be directed to your local law enforcement agency. And we strongly encourage anyone who has issues of this sort to contact that agency immediately and without hesitation. If there are any ways in which we can support a law enforcement agency, we will do so to the full extent of the law.
So:
And with that, I’m closing this thread. It started with bias and is being bumped repeatedly to press home a personal opinion in ways that do not acknowledge the realities of the situation. If anyone feels he or she has more to say on this subject, or more questions to ask, you are welcome to discuss your concerns directly with Customer Support through a ticket. If you want to report players, again, you may do so through a ticket or through the in-game report system.
(edited by Gaile Gray.6029)
Dear Heavenly Dwayna!
I am shocked by this. I tell you: shocked!
Quaggans are sweet and loving, and they would never treat you meanly. Or disparage you as an individual or a race. Or ~gasp!~ have the temerity to suggest a tasty side dish to accompany your human, charr, sylvari, asura, or norn flesh!
Embrace the quaggan, for they are wonderful!
~head in hand~
Hello,
We’re sorry for the inconvenience. Please take a look at this thread for helpful tips on how to use the Google Search feature.
Uh oh. Better edit.
Hey, quaggans have to eat, right? I figure there’s a high cost for serving them their tasty morsels.
(edited by Gaile Gray.6029)
The collection of sales tax is not something that we control. As pointed out in this and other threads, our billing provider is required by law to collect a form of tax (sales, VAT, whatever it may be called or however it is defined) for gem purchases.
You may research the “where and why” of this issue on these resources:
http://www.nolo.com/legal-encyclopedia/50-state-guide-internet-sales-tax-laws.html
https://en.wikipedia.org/wiki/Sales_tax
https://en.wikipedia.org/wiki/Streamlined_Sales_Tax_Project
As mentioned on today’s Guild Chat, the second wing of our first raid will be released on Tuesday, March 8th. You’ve seen the Slothasor. Join the new raid wing on March 8th to see what other surprises are coming your way!
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I apologize that forum members and those who are impacted by this bug did not receive an update earlier. I can appreciate that a situation like this is a cause for concern!
You can rest assured that this bug is on the Bugs List that is routed on a regular basis to the dev team. Particularly because of the nature of this situation, I feel sure it’s safe to say it will be given a very focused look and will be addressed as soon as possible.
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I have now sent PM to
Branden Gee
Ray Patrick
Cameron Rich
Gaile Gray
Jon Olson Mark
Ester Sauterthe PM reads exactly this
Title: This deserves a response
body: Today
[BUG]Characters are StutteringSo now everyone on this tread knows that those 6 ANET people have been personally made aware of the situation, and that I was nice, if blunt in my informing them.
Lets see if we get anywhere now…
And PMing about a bug is entirely inappropriate. Please do not spam members of the ArenaNet Team to ask for attention to an issue brought up in a forum thread. We have several people in the forums daily, and this thread has been noted and is being investigated. When we have more to share, we will do so.
Again, please do not use the PM system to call attention to your thread. That is an abuse of the PM system, as most likely none of the people you’re distracting with such messages are going to be able to address it directly, and the people who are involved will be made aware through the forums themselves.
IWN makes a good point: I found myself muttering “Where ma loot” last night after another boss encounter. Sure enough, I was getting the goods, I just didn’t note it at the proper time. Earlier this week, I had taken out the same boss in <24 hours (not a factor with all bosses, but a general statement of how some work) and therefore wasn’t entitled to the chest. So stuff sometimes happens and it’s not always a bug.
However, I’m not discounting your report, Ashantara. A ticket would be the best way to communicate this issue, so that a CS agent can look into the matter with you.
Zilent — if you’re the one who updated the thread title to add “resolved” I want to give you a huge “thank you!” It really helps forum members to see those notes, so kudos for the helpful update.
Just thought of something: Those of you reporting, if you can share your region and your world/server, that may help in the analysis.
Thanks.
I’ve reported this to QA and to the PvP Team. I feel that they will be able to analyze this and define what’s happening.
Thank you for the reports.
A message from the PvP Team:
The Vigilant and Crusader amulet were removed today. We had intended to remove these amulets with yesterday’s kick off to Season 2 but a bug prevented that change from going through. Here is what we previously stated, which still holds true:
“We removed several PvP amulets from rotation because they pushed gameplay in a direction that we weren’t happy with. These amulets were then replaced with four new four-stat amulets, none of which has either Toughness or Vitality as a primary stat.”
We currently have no plans for any additional changes to amulets for Season 2 (including removals or additions), but we will continue to monitor amulet use in relation to the state of PvP throughout this season and may make other changes to amulets for future seasons as needed.
Our Server Team will be doing maintenance tonight (24 February) starting at 9:00 PM Pacific time (-8 UTC). The maintenance period is expected to last up to four hours. We do not anticipate any significant impact on the game, but a few players may experience intermittent disconnects.
Thank you for your understanding.
Ok, I admit it. I really did lol.
And yes, you were very inclusive, covering all types of players. Well played!
We are going to put Billing into maintenance mode while we work on this issue. You will be able to make acquisitions with your existing gems, but will need to hold off on the purchase of gems until this maintenance is complete. We’ll give you a heads up when things are back to normal.
I got charged 4 times as well for a purchase posted a ticket: Request #2106557, I hope i’l get 3 of the orders refunded as i only intended 1.
Yes, that will happen for you. Thanks for submitting a ticket — the team will take care of this as soon as they can.
Now about those bunny ears (checking back with this thread in about a year)…
Hey, it’s in a thread! Thread’s being read. That’s all I can say at this time.
(And thanks for finding an older thread to update — that’s really nice of you!)
Wasn’t the forum given a directive not to resurrect threads that have been dead for more than a month? Or is that just the WvW forum?
For topics like this, when a question is asked and later answered, or a request is made that is later fulfilled, resurrecting a thread is fine. It’s better, I’d say, than making a new thread and leaving it unclear that there was a history on which to draw.
Thanks for keeping us updated! A few people in our GW2 FB group reported issues today, and I posted this thread there for them to keep an eye out.
Thanks — that’s really helpful!
Hi, i need help, i have this error.. but now re 300€ duplicated, and i need fast this money.. i put a ticket.. How long does it take to fix this?
What’s your ticket number? I’ll be happy to inquire about the turn-around time.
New update (as of 12:10 PM Pacific time):
We have re-enabled purchasing of gems, but have left PayPal disabled, as the purchasing issue seems related solely to that purchasing provider.
We will re-enable PayPal as soon as the issue is addressed, but in the meantime, you may purchase gems using credit cards or Paysafe.
We’ll update this thread when we have PayPal back in the mix.
Update: My first purchase attempt went through. I don’t know if the second will. Fortunately it was only ten bucks worth and I’d likely spend that again in the next month as more things show up I want. I added that to my ticket.
It’s a little worrisome to have that potential 800 gems out there, though, since that’s ten bucks I could suddenly have spent at any time.
Edit: And boom, there they are. Guess I’m covered for the next purchase!
Thanks for this info, it’s very helpful.
If you’d rather have the refund, we can help you. If you have your March allotment in advance, and that’s ok with you, that’s grand as well.
BTW, thanks for your support!
(Just updated my first post, but to be sure this is noted)
UPDATE: The ability to purchase gems have been disabled while we look into this further. You may, of course, make purchases with gems at the present time, you just will be unable to purchase new gems while the gem-purchase issue is being addressed.
Okay, I tried it a couple of times, haven’t received gems. Says unable to make purchase. Tried it both via paypal and credit card. The transaction cuts off when you select confirm for the final time (in paypal just before it is directed to paypal)
Also, if transaction does go through I seriously hope its only once. I did not want to buy multiple amount of gems.
So you tried directly through your CC, without PayPal, and it failed? That’s really good information for us to have. Thanks a lot!
And we will refund any duplicates purchases, if they occur. We will take care of you!
I wanted to check with you folks who have had purchase issues today:
Thank you!
DO not and i mean DO not keep trying to buy gems if you get the error msg, because now all of a sudden the game credited me for 3x 20 euro and 1x 35 euro’s.
already made a ticket about it.
greetz
darkt1981
I think that’s solid advice, darkt. It seems that multiple attempts may complete, so best to hold off for a bit. If you try once, wait a while and see if the order is fulfilled, even if it appears that it may not have processed.
And naturally, we’ll rectify any duplicate purchases that you’d like us to correct. Just click Support at the top of this page, then “Submit a request” so the CS Team can help you.
IT"S IN THE STORE NOW!!!!!!!!!!!!!!!!!!!!!!!! yeeeha
best day ever GG!!!! this is essential!
You bet it is! (And thanks for finding an older thread to update — that’s really nice of you!)
So glad we’ve made you happy with this release!
We are so sorry that you’re having issues. The team is busy analyzing this problem, and they’ve involved our billing provider as well. They hope to have this corrected as soon as possible.
In the meantime, thank you for your purchases, and if you need help with them on an individual level, please reach out to Customer Support and they’ll help you! (For instance, if you submitted multiple attempts and each of them processed so that you received more gems then you wished to purchase, they can make that adjustment. Just reach out before you spend ’em. )
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Thanks for your kind instincts, Xillllix. No worries about your comments or anyone else’s, really.
But let me explain a bit: I wanted to post because by doing so, players who may not have seen a “red post” for a while will be assured that we are actively reading and responding to this question, and that there are no changes in our plans to bring back this well-loved element of the game.
It might be an easy assumption to say “It’s not here today (or it’s not been here in XXX days) therefore it’s never coming.” But that’s truly inaccurate. So an update seems worthwhile, just to remind forum members of our plans for the future.
BALANCE, BUG-FIXING, POLISH
World Polish
Graphics
Personal Story
Items
Profession Skills
General
Elementalist
Engineer
Guardian
Ranger
Revenant
Thief
Warrior
Structured Player vs. Player
General
PvP Leagues
Daily Achievement Adjustment
World vs. World
General
Eternal Battlegrounds
Guild
BLACK LION TRADING COMPANY GEM STORE
New Items and Promotions
Improvements
(edited by Gaile Gray.6029)
We have a policy where we explain that we do not review, evaluate, analyze, or approve third-party programs. Nor do we do analysis that leads to our calling out Program XYZ as malware or against the CToU.
There are a lot of reasons for this policy, but it comes down to team bandwidth. If a dev is reviewing third-party programs — and it actually would take many devs to keep up with the load — that dev/those devs are not developing Guild Wars 2. We’d rather they focus on Guild Wars 2.
We therefore cannot speak to this program as far as its legitimacy. Each player is asked to review the policy about third-party programs and decide on an individual basis whether to use any of those that are offered.
While this thread is also present in the Account and Technical Support Sub-Forum, it seems worthwhile to share it here in the General Discussion Sub-Forum as well.
Third-Party Programs
ArenaNet cannot approve or review or “vet” any third-party programs. Our general policy is that anything that gives advantage is forbidden; anything that imbalances the game in favor of one player over another is strictly disallowed. With that said, we are aware that some utilities help players without impacting others, that is, they do not give anyone an advantage over someone else.
Our development team is not able to review third-party programs to appraise their components or give them any sort of approval. We make our policies clear in our User Agreement, Rules of Conduct, and the Conduct Breaches and Outcomes document, which you can find in the Legal Documentation section of our website: https://www.guildwars2.com/en/legal/ You should know the following:
The best way for a player to determine whether a specific third-party program could have any impact on another player or a PvP opponent is to ask:
If the answer to any of these questions is “yes”—or even “maybe”—then we strongly recommend that you do not use the program because to do so may place your Guild Wars or Guild Wars 2 account in jeopardy.
Macros
Guild Wars 2 players are permitted to use macros as long as the macros are programmed with a 1 key for 1 function protocol.
Dual- or Multi-Boxing
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You guys — SAB is coming back. Colin said it. It’s true. This is positive and definite and no I don’t have a date and I know you’d like to have one but that’s not possible but… it’s coming back. Posts that proclaim it’s not coming are not just wrong — they’re dead wrong. Posts that express upset about the coin — while I understand them — will be moot when SAB returns. Which will happen.
All I can say is keep your chin up, because it’s going to happen.
Relax, Aidan. I’m not perfect, but that wasn’t a flub. Colin did make the statement, so I was just repeating the core message that he shared.
I’m trying to amass player suggestions for the return of specific items in this thread.
If you could share your thoughts in that thread, it will help us keep all the ideas together.
Thanks.
Just curious… why can’t some of the old materials be re-released? Seems to be what a lot of people are asking for. You can always do a test in the gemtore and see how well they sell. I guarantee if you put the Bunny Ears in the gemstore or even the greatsword chainsaw skin, it’ll “fly off the shelf”.
Oh, they can come back, and they do from time to time. I’m just seeing what’s on folks’ minds these days, nothing formal, and certainly not “required posting” for anyone.
(Pssst… I believe you’re right about certain items “flying off the shelf.” )
~snip~ The other item I suggested was cat ears, as worn by my GW1 elementalist (she still has them on, even now)
Oh man, I loved my kitty ears! That’s a good call, Serious.
Well, I spent some time this evening before called into game for RP and tabulated pages 1 and 2 of the 70 page thread of gem store suggestions. Pages should go faster as ideas start being duplicates that I just need to add to the tally. (Race change already is in the double digits). Hopefully once finished it will help the devs know what the players have been asking for over the past two years since apparently they weren’t mining it for ideas already … even though some things did come true such as infinite axes and picks, diverse finishers, etc.
You can be assured that they were and continue to mine suggestion threads for ideas.
It’s nice of you to compile a list if you want to do it, but “returning” items don’t happen by accident, so as you say, there’s proof enough the team is looking for suggestions and responding to them on a pretty regular basis.
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We post on the website often, sometimes several times in a week. We have a weekly informational live stream. We keep up on social media daily. Devs and other employees post, or I post on behalf of devs or teams, on a regular basis, in fact, I posted today, multiple times, for the PvP Team. Check the Dev Tracker and you’ll see a goodly amount of activity every week — heck, more than a dozen posts today alone.
We’ve seen numerous post of this nature. And we’re responded many times. Perhaps the comments I shared about communications in this thread from a few weeks ago will help give some perspective to your concern.
If you feel you have something new or different to say, you may share your thoughts in the existing thread on the topic of Communications, which you will find here.
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So this is the minor balance change mentioned in the blog yesterday?
This change wasn’t part of those referred to in yesterday’s blog post. This was an unrelated tweak.
When are you guys planning on releasing the other balance notes? I’m especially curious about the nerfs to scrappers.
Waiiit a minute! We don’t nerf! We “adjust!”
I am not sure about other balance notes. If I get more info I’ll post. This was what the team mentioned today (plus the crusader bit) but again, if more info becomes post-able, we’ll get it out there to you!
Ahh, the Crusader Amulet. Good question! Yep, the team is aware of concerns about that amulet and they’ll be addressing those in the very near future.
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