Showing Posts For Michael Henninger.7451:

Customer Support and the Feature Pack

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Dye update!

We’re working on getting the list together to send these out. We know we’re running a bit late on this. Hang in there.

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Customer Support and the Feature Pack

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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If you submitted a ticket early you’re fine. If we sent a reply along the lines of “write us back on the 15th” just reply again and it will wake your ticket up (unless it closed and/or you sent feedback). If we did not send that reply you’re all set.

All duplicates of the named dyes will be replaced. So, if you have 4 toons with Blacklight (for example) you will get 3 Blacklight sent to you automatically.

For refunds “In game issue ? Trading Post/Gem Store” is correct. If you put it in another category we’ll get to it and it shouldn’t add much time to your wait. Please do not submit multiple tickets as it will slow us down and you will not get help faster. Duplicate tickets are simply closed.

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LEGO CUUSOO, Guild Wars: The Moa Bird Project

in Community Creations

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Supported! I really hope to put this on my desk. =D

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Customer Support and the Feature Pack

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Some points to clarify regarding refund requests for items:

Excluding dyes:

All refund requests should be submitted via support tickets starting now. Refunds will be issued in the form of gems to eligible accounts.

Dyes:

If you follow the instructions regarding logging in all characters you will automatically receive your eligible replacement dyes between May 6 and May 12.
You do not need to submit a ticket for dyes.

To submit a ticket click support at the top of this page.
On the following page click submit a ticket in the upper right corner of the page.

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Zombie Apocolypse!

in Community Creations

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Bravo! Much enjoyment.

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Customer Support and the Feature Pack

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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Game Support Lead

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Hello, everyone! We wanted to take a minute to let you know about a couple of item types that we’ll be doing refunds for after the feature pack is live. We will be granting refunds for the following items:

Gem refunds for items you are unhappy with due to changes in the way the item functions:

• Tonics that used to be Town Clothes that were purchased in the Gem Store
• Outfits that used to be Town Clothes that were purchased in the Gem Store

Duplicate Gem Store Purchase Refunds:

• Duplicates skins that were purchased in the Gem Store
• Duplicates of Tonics/Outfits that were purchased from the Gem Store

Dye Refunds:

Dyes exclusive to Dye Packs from the Gem Store will be replaced in the event they were applied to multiple characters on the same account prior to the Feature Pack on April 15th. Duplicates of these dyes will be replaced via the in game mail by May 11th. In order to receive replacements for these duplicate dyes:

Log in to every character on your account after the Feature Pack goes live on April 15th and before 12:01 AM on May 6th (PDT).

We will not be able to process any refund requests via Customer Support tickets before May 12th. If you expected to receive dyes and do not receive them by May 12th, feel free to create a Customer Support ticket at that time. The dyes eligible for refund are:


Acid                                  Acrid                                Algae         
Amenity                           Blacklight                        Caustic 
Charred                            Cinders                            Cobolt       
Cyanide                            Deep Glacial Sky            Deep Glacial Teal 
Enameled Crimson         Enameled Emblaze       Enameled Legacy 
Enameled Reign              Enameled Sky                 Flame        
Flare                                  Fling                                 Glacial Sky 
Glacial Teal                      Limonite                          Molten 
Onset                                Perseverance                  Prosperity 
Pyre                                   Recall                               Shiver Sky 
Swampblack                    Toxin                                Vincent     
Violite

All requests for refunds must be submitted prior to July 15, 2014.

As always – feel free to create a ticket with customer support if you’re unsure about an issue. Please be aware that response times may be higher than normal following the Feature Pack.

*edit: formatting

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(edited by Michael Henninger.7451)

Can't log in don't remember toon name

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Try LastPass (free). It’s a miracle for we geeks with 800 passwords.

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Can't log in don't remember toon name

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Submit a ticket from the same email address your account is tied to. =D

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Do temp bans result in losing guild?

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Correct! There is no risk, aside from loneliness, of being the sole member of a guild.

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How to report offensive guild name?

in Account & Technical Support

Posted by: Michael Henninger.7451

Michael Henninger.7451

Game Support Lead

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AP is correct. We know it’s not ideal; but sending us a ticket is the absolute best way to get us a bad guild name.

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Where does support respond regarding tickets?

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Did you get the auto-reply email? If yes, you’re all set.

If not, resubmit using an accessible email address for your contact address (The first question on the support request form).

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100 Map Completion and no gift

in Account & Technical Support

Posted by: Michael Henninger.7451

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Game Support Lead

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We’re still experiencing an issue with verifying completion. We ARE going to get a reply out to you, no worries. =) We have not sent gifts out this week while we work on determining who is and is not affected by the bug – and who simply needs to go back and finish map complete.

If anyone reading this completed after the March 4 live build (approx 9am PDT) and did not get gifts would you please reply here with the character name affected?

For everyone who landed the achievement and did not get gifts, remember that the achievement is account-wide and does not guarantee that a specific character has 100% (thus earning Gifts).

*Edit – submitting multiple tickets slows us down and does not get you help any sooner than one ticket will.

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(edited by Michael Henninger.7451)

100 Map Completion and no gift

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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We’re still digging!

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100 Map Completion and no gift

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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One of our GMs is looking at accounts that have submitted tickets and not received Gifts. A large number of these are missing POIs. and we’re working on queries to identify which each individual is missing and that is going to take time.

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100 Map Completion and no gift

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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The missing star is part of the bug and is being addressed in the upcoming fix. The new POIs simply kicked the bug where it counts and got the star working again. It is my understanding that we shouldn’t lose our stars in the future.

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100 Map Completion and no gift

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Okay, so… there is a fix coming.

In the meantime – if you finish map complete and do not get your 2x Gift of Exploration submit a support ticket. If you have correctly found all of the required POIs, WPs, etc. support is going to automatically send you the items. We will be doing this until the fix rolls out to the servers once every 24 hours.

When you submit the ticket the first post-auto-response we send you is going to be a generic ‘wait 24 hours’ response to allow us time to send you the gifts if you are due them. If you don’t qualify we’ll follow up with instructions on what to check in order to get you map complete.

Please be patient on your tickets, we’re a bit swamped right now but we’ll not forget you. =D

*Edit – Afterthought. We already sent out a large batch of these today so the next one goes out tomorrow.

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100 Map Completion and no gift

in Account & Technical Support

Posted by: Michael Henninger.7451

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Game Support Lead

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Update! We have been looking into this and are currently laying the groundwork for a fix. I’ve sent a mass reply to open tickets on the matter – sorry about the generic messaging. We’ll be looking at each ticket individually so we’ll need some time.

I understand how important this is to all of you and promise we’re not letting the issue sit idle. I’m seeing a great response toward getting this resolved for all of you.

I’ll update again as soon as I can (probably tomorrow).

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100 Map Completion and no gift

in Account & Technical Support

Posted by: Michael Henninger.7451

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Game Support Lead

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Hi everyone!

We’re still diving into this one – thanks for your patience. I wanted to let you all know that we’re planning a mass reply to your tickets once we have a plan of action. It will feel all ‘roboty’ but will let you know what to do. I imagine Gaile will update here as well.

Also – for anyone who has lost the ‘star’ from your nameplate you may be able to solve this by getting the new POIs in Lion’s Arch. Worked for me.

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Email from gw2 about survey and get 400 gems

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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According to our marketing team, the e-mail went to a segment of players and was not intended for every player.

All the surveys have been distributed and if you did not receive such an e-mail in the last few days you were not in the current sampling and will not be receiving one this time around.

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Email from gw2 about survey and get 400 gems

in Account & Technical Support

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Michael Henninger.7451

Game Support Lead

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This survey is coming from us. =D

Collect thy gems!

/celebrate

*Edit – I’m asking for clarification on who is getting the survey and if they have all been sent out. I’ll update as soon as I have more information for you all.

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(edited by Michael Henninger.7451)

My guildie's account is being hacked atm!

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Corpus Christie,

First, you friend needs to submit a ticket. We can’t help anyone except the account owner. Second, your friend should strongly consider changing their email password as it may have been compromised. I have nothing that shows it is – but it’s best to be safe.

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Friend, Rejoined, Losted Password, Help

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Submit a ticket and we’ll get him squared away.

Tell your friend to go here https://help.guildwars2.com/home and click ‘Submit a request’ in the upper right of the header menu. Keep in mind that he must be the one who files the ticket as support can’t help anyone else access the account.

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Who do I talk to if:

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Throw me your ticket number and I can have a look. Being the weekend it will probably take a few days to get back to you after talking to other teams; but at least we can get started on reviewing it for you.

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Fraud Alert – Don’t buy outside of TP!

in Black Lion Trading Co

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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In the last couple of days we have noticed a sharp increase in reports from players who were cheated while trading or buying items outside of the Black Lion Trading Post. One offer that is currently popular with scammers is offering Bolts of Damask at around 10g.

The relatively low cost of this item might make it seem easier to trust that the deal is legitimate. However, we’ve seen just the opposite. Scammers are offering these items and then not delivering them. Please keep in mind that if you lose gold in this manner it will not be returned. Please also remember that any account that we verify to have been involved in the defrauding of players will be investigated and suspended or terminated.

We strongly encourage our players to use the Trading Post because it was designed to ensure that every transaction is legitimate. Please pass these comments along to your fellow players, particularly if you see these “deals” being offered in chat.

Thank you.

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Twitter: @ANetCSLead
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Fraud Alert – Don’t buy outside of TP!

in Account & Technical Support

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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In the last couple of days we have noticed a sharp increase in reports from players who were cheated while trading or buying items outside of the Black Lion Trading Post. One offer that is currently popular with scammers is offering Bolts of Damask at around 10g.

The relatively low cost of this item might make it seem easier to trust that the deal is legitimate. However, we’ve seen just the opposite. Scammers are offering these items and then not delivering them. Please keep in mind that if you lose gold in this manner it will not be returned. Please also remember that any account that we verify to have been involved in the defrauding of players will be investigated and suspended or terminated.

We strongly encourage our players to use the Trading Post because it was designed to ensure that every transaction is legitimate. Please pass these comments along to your fellow players, particularly if you see these “deals” being offered in chat.

Thank you.

GM Delicious Intent
Twitter: @ANetCSLead
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Alone in the Guild Bugg.... Again

in Bugs: Game, Forum, Website

Posted by: Michael Henninger.7451

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We’ve gotten word that this is fixed. If you continue to have problems let us know.

Thanks for reporting!

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Warning Buoy!

in Guild Wars 2 Discussion

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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More, please!

Michael
Customer Support Lead

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Lets see your engineers!

in Engineer

Posted by: Michael Henninger.7451

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Michael Henninger.7451

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Aww, it totally is. I hadn’t noticed. The leggins are staying so new boots it is.

Let the hunt begin.

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Lets see your engineers!

in Engineer

Posted by: Michael Henninger.7451

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Michael Henninger.7451

Game Support Lead

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Here is Madi Walker. I have another look I’ll get a pic up for later.

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