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Personal information leaked.

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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Bluestocking is right, your friend needs to submit a ticket so that we can investigate.

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Why is there a Profanity Filter?

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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You weren’t suspended for saying “I am a ****ing legend” – you were suspended for impersonation which generally calls for immediate termination of the account. I’d advise you to be honest with yourself and the community before posting accusatory diatribes that you know are irrelevant.

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Help:Info needed

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Posted by: Michael Henninger.7451

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Michael Henninger.7451

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Your friend can download the client through here: https://help.guildwars2.com/entries/27659268-The-Guild-Wars-2-Client or directly here: http://cloudfront.guildwars2.com/client/Gw2Setup.exe

It’s perfectly legal to purchase the game and send him the serial key to register. Just make sure you don’t register for him.

As long as your friend can access the account management and download pages, he should be fine.

Good luck.

Thumbs up.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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Michael Henninger.7451

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898452 Under Review
876771 Solved
896265 Solved
892243 Solved
896121 Solved
899683 Has been reviewed, you’ll receive a response soon.
897878 Solved
893500 Has been reviewed, you’ll receive a response soon.

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CS and Defrauding (aka Scamming)

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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You do have a right to know the outcome of these investigations but be aware these take us a few days to resolve.

Yes, this is a departure from our past policies. We made this change a month or two ago.

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Dungeon owner sometimes required!

in Fractals, Dungeons & Raids

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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The in-game tool is immediate whereas tickets take time. Go with the in-game report every time. It basically calls a GM to the location. You can’t see ‘em; but they’re there.

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Dungeon owner sometimes required!

in Fractals, Dungeons & Raids

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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I like you and you’ve earned my respect.

I just want you to note this – I was planning on making an epic quit video this weekend wherein I would delete all my characters, my legendary, and give away all my things. But because of this post I am going to hold off.

Another way to put it – you may have just retained a future paying customer.

Thank you for your communication and your willingness to do what, in my view, is the right thing.

Cheers!

I’m just gonna go ahead and put this on my résumé.

Gkitten Michael! I might have gotten some free loot but now I get nothing.

Yeah… my bad.

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CS and Defrauding (aka Scamming)

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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So do we have to provide visual proof or can we just report it and you investigate the chat logs?

Also, is this situation sufficient proof to send?

I invite the other person into the party, and I type out the details of the deal:

Vol – “I, Vol.7601 agree to trade my (1)Dusk for OtherPerson.9999’s (1) Dawn + 200g. The trade will be completed immediately. Do you agree?”
Other Person " Yes I agree"

Screenshotted

We don’t use screenshots when investigating ’cause Photoshop is a thing. Our logs are sufficient as long as you can narrow down the timeframe.

The above example would be sufficient for reporting. But please remember that it’s really not a good idea to make such a valuable trade. I see tickets everyday where someone loses a legendary or piles of gold this way.

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CS and Defrauding (aka Scamming)

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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What if someone didn’t make clear they were selling a dungeon run in their LFG, or merged your own LFG in which you are not asking for runs, and suddenly at the end threaten you to kick you if you don’t pay, then claim you knew it was a paid run?

Deals are made up front. We don’t pay for a movie after it’s over.

This person wouldn’t be making a deal, they’d be holding the run ransom. That’s an offense.

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Dungeon owner sometimes required!

in Fractals, Dungeons & Raids

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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I am so confused. Is Michael now saying the complete opposite of what Chris said before? And wasn’t what Chris said a complete 180 from what they originally announced? Am I reading things wrong? What is going on?

Dungeon selling is not something that will be officially supported. Listing a group on the LFG tool is opening it up to a public realm and you do so at your own risk.

Customer Service will not be able to support any interactions that involves group formation politics.

Yeah, Chris and I talked about this with others in the studio and we realized the wording just wasn’t sufficient to communicate our actual stance. Chris was referring to the agreements part – where we can’t replace losses. It wasn’t his intention to cloud the issue.

Basically, you steal, cheat, or be a general baddie and I’m coming with my Account-Focused Stun-Lock Cannon.

(Can someone please make me the aforementioned rifle for my engi GM toon? That’d be swell. I’d like purple lightning or fire, please.)

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message " Account Blocked"

in Account & Technical Support

Posted by: Michael Henninger.7451

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Already taken care of. We’re pretty vigilant about naming violations.

I’ve submitted two tickets and still haven’t got much of an answer. You guys don’t seem all that thrilled to atleast tell me the length of suspension, let alone the reasoning.

You should only ever submit one ticket, multiple tickets resets your place in the queues. And, given the nature of your ticket, you’ll be escalated all the way up to me. Do you have your ticket number handy?

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Dungeon owner sometimes required!

in Fractals, Dungeons & Raids

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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+1 to what Tom said =)
Edit: One more thing, it’s great that the conversation is happening. I’d suggest including the players in such conversations. The current mess with LFG griefing was caused by keeping a conversation about fixing instance ownership behind closed doors. The exact issue that is happening now was brought up by players several times prior to the last patch — if we’d be included in some discussion on the topic, we can help catch these issues before they’re made live. Not to mention that this would help repair the lack of faith and trust issues that exist between the dungeon community and the development team. Just a thought.

ArenaNet agrees that communication is key. We’re diving into the forums a lot more than in the past with more freedom to candidly discuss our thought process. I can say that, for me, I’ve already had something brought to my attention today that I hadn’t realized was an issue.

Thanks to everyone that is constructively involved!

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Dungeon owner sometimes required!

in Fractals, Dungeons & Raids

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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- #1 & #2
1st offense would be suspension.
2nd time would be bye-bye.
– #3
It wouldn’t matter outside of doing bad things. A seller being involved is irrelevant to the outcome of our investigation.

Also – any time an account has multiple notes for being a ‘bad seed’ we take those other things into account and make decisions on a case by case basis. That’s why you hear us spout that phrase so often.

Edit for formatting.

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CS and Defrauding (aka Scamming)

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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I read that quote as if someone boots you from a dungeon without reason (The ability to kick is in the game for a reason.) Please report they will take the necessary action to correct and curb this behavior. The action taken depends on the situation, circumstances, and habits of said player doing the kicking.

Correct. This is in regards to the recent increase in players joining a group in a pair; booting the legit players at a boss to troll or holding the party at ransom (Pay or we’ll kick). That’s a behavior we’re not cool with.

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CS and Defrauding (aka Scamming)

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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I don’t like scammers. >=( I crush them with my ban-hammer and it brings me joy.

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Dungeon owner sometimes required!

in Fractals, Dungeons & Raids

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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Now, in regards to getting booted -

It is not allowed and we will take action against accounts we find doing this. This is monitored in-game but if you are able to report please do so as thousands of eyes are better than a team of GMs.

The fact that there are people doing this simply sucks and needs to be corrected and I want to assure you that my team actively takes issues like these to production to raise awareness (as do other devs that frequent the forums). I have been approached by multiple leads on ways to correct and curb this behavior and the conversation is happening.

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CS and Defrauding (aka Scamming)

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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Hi guys!

I wanted to give you a quick rundown on what involvement Customer Support takes regarding defrauding/scamming. Let’s look at the two parts of this:

1. We do not reimburse wealth lost to other players for any reason if it is outside of the Black Lion Trading Post. This is because Customer Support can not duplicate wealth. With the volume of requests coming in we alone would damage the economy if we were to restore wealth lost when trading takes place.

2. We terminate accounts permanently for defrauding (scamming). If you are found to make a deal to trade (say, sword for gold) and not hold up your end we will investigate and terminate. If you are the victim of a scam you should submit a support ticket and provide what you lost and the time and date as accurately as you recall. This is usually all we need to research the event but we will ask you if we need more info. You do have a right to know the outcome of these investigations but be aware these take us a few days to resolve.

Please be sure to include the full details of your trade via game chat (any channel is fine) in Guild Wars 2
We absolutely must be able to see the deal being made to find guilt. Do not use voice chat software or other means to communicate while making a sale/trade.

Again; this will help us terminate accounts that are cheating other players but will not result in a recovery of your losses.

Please understand that you are allowed to trade outside of the BLTP – but you will not receive replacements for lost items or gold. The same goes for selling dungeon runs. CS will not suspend or terminate you for selling runs. We will, however, take action if you take payment and not fulfill your end of the bargain.

I’ll watch this thread for questions and clarify where needed. Thanks!

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Dungeon owner sometimes required!

in Fractals, Dungeons & Raids

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Hi guys!

I wanted to give you a quick rundown on what involvement Customer Support takes regarding Dungeons; specifically where trading wealth is involved. Let’s look at the two parts of this:

1. We do not reimburse wealth lost to other players for any reason if it is outside of the Black Lion Trading Post. This is because Customer Support can not duplicate wealth. With the volume of requests coming in we alone would damage the economy if we were to restore wealth lost when trading takes place.

2. We terminate accounts permanently for defrauding (scamming). If you are found to make a deal to trade (say, sword for gold) and not hold up your end we will investigate and terminate. If you are the victim of a scam you should submit a support ticket and provide what you lost and the time and date as accurately as you recall. This is usually all we need to research the event but we will ask you if we need more info. You do have a right to know the outcome of these investigations but be aware these take us a few days to resolve.

Please be sure to include the full details of your trade via game chat (any channel is fine) in Guild Wars 2
We absolutely must be able to see the deal being made to find guilt. Do not use voice chat software or other means to communicate while making a sale/trade.

Again; this will help us terminate accounts that are cheating other players but will not result in a recovery of your losses.

Please understand that you are allowed to trade outside of the BLTP – but you will not receive replacements for lost items or gold. The same goes for selling dungeon runs. CS will not suspend or terminate you for selling runs. We will, however, take action if you take payment and not fulfill your end of the bargain.

I’ll watch this thread for questions and clarify where needed. Thanks!

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message " Account Blocked"

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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Already taken care of. We’re pretty vigilant about naming violations.

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A little movement here in CS world.

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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I have no clue if the Frog will return. But Gaile loves knowing you all miss the frog.

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message " Account Blocked"

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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I got the same thing trying to log on. The thing is, this is the 3rd time I’ve been report abused by players in pvp. It seems fairly easy to receive a ban as long as five or more people report you, regardless of whether it in fact was a reportable incident. While yours may only be 72 hours, I’m probably looking at 400+ just because a group of players decided that it would cool to report me for little to no reason. I’m not saying I’m innocent every single time (I guess repeatedly saying I am one of the best pvp rangers counts as an insult?) but it doesn’t make sense that I’m called a “f***ing f**got” then I am the same one to get a ban.

Your suspension was well deserved. If you’d like to know more please submit a support ticket and we’d be thrilled to discuss it with you.

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A little movement here in CS world.

in Account & Technical Support

Posted by: Michael Henninger.7451

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Most of you know that Gaile has moved from Customer Support to a new (and very awesome) role over at the Community team. She’s still nearby so I think I can still hit her with my trebuchet – I’ll report results soon.

What this means, simply, is that she won’t be handling CS tickets anymore.
/cry, go ahead. I’ll give you a moment.


That does not mean you’re losing her. She’ll be very active on the forums and involved directly with the direction our communication with you heads. I will happily answer your questions if you have any.

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Commander tag refund

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Posted by: Michael Henninger.7451

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Michael Henninger.7451

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If you are still expecting a refund for extra Commander Compendiums you should absolutely submit a support ticket or use the above mentioned review space (I found 3 we may owe gems too).

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Is using macro to use up karma items allowed?

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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I’m going to chime in to say just this:

Don’t use macros.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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Solved –
879834
846296
884328
884178
883395
883223
883207
883227
887966
887704
880263
889574
876771
804872
892812
884808
894028
895692
891682

Under Review –
879639
887277
883973

879993 – See ticket for updates.
880800 – Approval sent to agent, please be patient
875944 – This doesn’t appear to be a tech issue and will take some time to solve. We’re looking into what might be causing the issues.
863131 -Approval sent to agent, please be patient
886081 – We’ve replied and are awaiting a response
886624 – This one fell into a crack and I’ve sent tiny evil hamsters to the agent’s desk in order to threaten a response and get you taken care of. Stand by.

891555 – I replied. See below.
896709 – I replied. See below.
We’re still reviewing these manually. This will take some time but I’m looking into them personally. Hang tight.

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GW2 Tickets for Review (7 days & older)

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Posted by: Michael Henninger.7451

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Hello, I submitted a ticket 3 days ago [#893674]about the commander tag refund and was told that all accounts had already received their refunds…. I got a response that they were ‘investigating’ the matter further..

Just received an in-game mail that a replacement item for a character on my account and to please log in with that character to accept.

I logged in with all 16 of my characters and couldn’t receive anything.

Any help would be appreciated

Got my refund… tyvm support!!

Sorry about the blank mail you got, that was on me. =) I made a boo-boo.

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GW2 Tickets for Review (7 days & older)

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I’m not sure if this is the correct place to post as I cannot find anything similar for Guild Wars 1 and currently after three tickets the support staff are still unable to give an answer to my problem.

Ticket number #79263 Currently open, no reply received since last week and appears to have been closed without a reply since I received a satisfaction survey.

previously #78906 (CS Staff ignored my final reply for over a week, no satisfaction survey received).

and also #79228 CS Member only requested I submit the request using the web interface. Something I’d done already as the ticket number shows.

I currently have two Guild Wars 1 accounts that were banned by an automated system because I moved country and didn’t check my email for a year. If this is the wrong place to post, what should I do in order to get a reply in this matter?

I’ve sent your request to the GW1 support team and asked them to review these.

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Customer Support: 9/9 Feature Build

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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I’ve received an /extra/ 100g now, I believe. What do I do with it? I don’t want to cheat the system.

Sawnic, I checked your account and the amount is correct. Shopping trip!

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Customer Support: 9/9 Feature Build

in Guild Wars 2 Discussion

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I just got a mail saying ‘this mail has a replacement item for one of your characters (or another one, wich you might need to log onto)’.

I logged on all 5 pre-patch commander tag owning characters, the 200g refund, did not come true. The Email is empty (no item or money to accept). Since emails are account boudn, I doubt this however makes a difference, wich character you log into.

The blank mail would have been followed by another mail that contained the gold. Sorry about the blank mail that may have caused confusion.

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message " Account Blocked"

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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The lack of timer is a bug and being looked at. In the meantime if you contact support we can tell you the reason for the block and the time the suspension will lift.

Hope that helps and that the fix comes soon!

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Game client not accepting correct password

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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LlewelynMT,

I’ve looked at your account and see no immediate reason for the issue (Error 11 is bad password). I recommend submitting a ticket with customer support and having the team take a closer look.

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So commander refund...

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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Customer Support will be sending out refunds to eligible accounts sometime in the next 48 hours. You won’t need to submit a support ticket to get your refund. =)

Foghladha, you should submit a ticket given your particular request and we’ll get you sorted.

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Customer Support: 9/9 Feature Build

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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We’re only discussing Support related concerns in this thread (where’d my stuff go!?).

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Customer Support: 9/9 Feature Build

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Talon! Where’s your red!? Nooooo!!!!!

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Happiest of Birthdays To You GW2!

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/hug @ everyone

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10 mins commanding FR zerg and being reported

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Posted by: Michael Henninger.7451

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This is really cool information! Thanks Talon.

Also, and not to be overly snarky here, but this is a good example of one of the ways players can feel like we’re not receiving the necessary communication from ArenaNet. I’ve been playing this game for 731 days (though a paltry 2200 hours or so) and I just today learned that official communications from a GM have a special chat color.

We’ve only recently started using visible and active GMs in the game. Prior to say – 2 months ago? – you wouldn’t have seen a GM.

Look for us more as we’re slowly ramping up our presence.

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10 mins commanding FR zerg and being reported

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Michael,
does this mean that ‘GM’ is always written in two capital letters? Players are not allowed to create characters with multiple capital letters in a row, so this may be a distinctive difference between them and people who read this post and try impersonating them (outside of whisper chat).

Good catch. Our names do not have back to back caps. Gm has a lower-case ‘m’.

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10 mins commanding FR zerg and being reported

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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Hey everyone,

I want to clarify a couple of points for you that I feel are important.

1. ArenaNet GMs very rarely send unsolicited whispers.

2. ArenaNet Senior GMs all have character names akin to GM Madi Walker and have the ArenaNet Guild Tag.

3. All ArenaNet GMs have GM ‘Hopefully Cool Alias’.#### for a display name.

4. GM whisper text is golden; not purple.

5. Impersonating a employee or agent of ArenaNet will result in an immediate suspension or termination of your account.

Hope this helps you identify real GMs versus the imposters out there.

Hunt safe.

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Is my name okay or should I change?

in Account & Technical Support

Posted by: Michael Henninger.7451

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I second that. That name is sooooper cute. =D

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[suggestion] Make mouse arrow HIGHLY visible

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On Windows, there is a mouse option that you can turn on that will make a visible circle appear around your cursor when you press ctrl. Works while in GW2 as well.

I’m not a designer so I can’t speak as to why or why not the mouse cursor is as it is, but this tip just saved me. Thank you, Olba!!

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WvW Tourney and Customer Support

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WvW Tourney and Customer Support

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Posted by: Michael Henninger.7451

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Michael Henninger.7451

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As an afterthought – if it makes you feel comfortable having a ticket in you are most welcome to do so!

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WvW Tourney and Customer Support

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Michael Henninger.7451

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We’ve gotten tickets and right now they’ll do no good because we don’t have the answers we need to do anything for you. There is no need to submit and if that changes I will most certainly let you know. =)

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WvW Tourney and Customer Support

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I’ve spoken to the WvW team and they are still investigating. I don’t have any concrete information to pass on but one of the teams (WvW or Support) will let you know when we have something to post.

For those submitting tickets hang tight. We don’t have any news yet but will certainly update you as soon as we can.

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WvW Tourney and Customer Support

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I’m positive I haven’t got mine yet

Nice! =)

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WvW Tourney and Customer Support

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The team is working on sending them out – I just don’t have the answers we’re looking for (I didn’t get mine yet either). Please stay positive in this thread. Thanks!

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WvW Tourney and Customer Support

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Keeping this short, there is no need to submit a ticket. Customer Support is not handling anything related to the tourney at this time. I will update if this changes.

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Unlock the Hunter Skin & Never Had It?

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Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Hello!

We’ve been getting a lot of players asking about having ‘The Hunter’ skin and don’t recall ever having this precursor rifle.

Fear not, you haven’t deleted a precursor. The skin was unlocked in your pvp locker at some point prior to April 15, 2014 and is now available in your wardrobe.

Also, if you haven’t visited The Heart of the Mists since the 15th and had previously participated in sPvP you should do so. We’ve seen some fantastic skins coming out of there!

GM Delicious Intent
Twitter: @ANetCSLead
GM Delicious Intent.5928

Customer Support and the Feature Pack

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Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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I just got back from washing my car (sunshine in Seattle!) and heard that there’s a problem with the dye rollout. We’re looking into where the issue is but above all else – don’t panic. We have a backup of the log. If you followed the instructions in my OT then my job is to get you what I promised. And I don’t like failing.

GM Delicious Intent
Twitter: @ANetCSLead
GM Delicious Intent.5928

Customer Support and the Feature Pack

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

Previous

Michael Henninger.7451

Game Support Lead

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Gems are being distributed. Thank you for all of your patience.

GM Delicious Intent
Twitter: @ANetCSLead
GM Delicious Intent.5928

(edited by Michael Henninger.7451)