Guild Wars 2

Guild Wars 2 Dev Tracker




27 Jun

Did you post on the Guild Wars 2 Forums/Account Issues Sub-Forum: https://forum-en.guildwars2.com/forum/support/account? It's not always possible for me to say "Oh, Fred on the forums is Tom over on Reddit," so if you can link me to your post, I'd appreciate it. If you didn't post there, please feel free to do so, as it's easier for us to see threads and respond as promptly as possible on our official forum.

When asking for a review, please always provide the 12-digit Incident or Ticket Number so we can review the communication history. (Sharing that number here or on our forum posts no security risk.)

Hi. I'm sorry that you're upset, and as always, we would be happy to look into the matter. In reviewing the image, the 12-digit Ticket (or Incident) Number appears to be missing. (I think it was above the pasted portions.) I also wasn't able to identify a post from you on the Guild Wars 2 Forums/Account Issues Sub-Forum: https://forum-en.guildwars2.com/forum/support/account

Can you give me that number so I can review this situation? (There is no security risk from sharing that number here or on our forum.)


20 Jun

Originally posted by Latromi

Thank you so much. I am sorry if I caused a stir, and I hope some future changes can go through in-game to prevent stuff like this happening to other people.

I understand that the agents who spoke with me were honestly just doing their jobs. Please PLEASE do use this situation for any reviews you want to train your staff. If it can't be used by the account, it should be refunded. If this was an accidental purchase that could be used (such as a bag slot or character slot, or even a weapon or armor skin I don't have any current use for across my characters) I would understand and fully accept not getting any refund for it. It would be fully my mistake and I would make use of it somehow in the future. But a dead weight item that has no use to my entire account is a completely different matter; items like those should be refunded and straight up prevented from being sold in the first place.

I am really happy to be able to update this with a good ending, despite mistakes...

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We're all very happy that this was resolved. You can be sure we've reviewed this carefully with the team. Ironically, your situation actually came up before we saw your forum posts! It was the topic of discussion at the daily training meeting we have with our agents. Meaning that when I sent it over for remedy, it was in the works.

Having said that, I agree there could be better ways to prevent this particular situation from happening in the first place. I'm confident that the team will look at those ideas when they have the opportunity.

Originally posted by iRemz

My Guild actually lost a lot of influence because of these bugs and Guild Missions bugging out. Mailed support twice about this and all they said is that they won't do anything about it and that I could make a Bug Report ingame. Totally not surprised with the response Matt got.

But you see, I am surprised, because I know what we can do in his case. I don't have the details of what you've experienced, but I do believe we can assist Matt, and we're ready to try to do so.

If you want to give your ticket numbers, I can review your situation, but it appears to be quite different than the one to which I responded, and the outcomes you received may very well have been entirely correct. In Matt's case, I think things have changed and maybe we can help!

Originally posted by RinoaRita

Please keep us updated on this. I have spend about 20 dollars a month on gem purchased since i've started playing. I love ANET and always want to support it. I know they're not running a charity but a business. But being a business means customer service. I am willing to botcott the gem store if your issue does not get resolved. They will need to see that they are accountable for customer service and consistent one at that. The part that irks me is that it costs them nothing to restore your purchase. Literally it took more time to write that letter than to fix that problem. (Unless it's a copy-paste form letter)

RinoaRita -- I am not the OP, but I want to assure you that the OP was refunded his gems, with an apology for our failure to do that immediately. It was human error, and we'll address it with a reminder to all agents to carefully review the situation and give the best and most player-friendly response possible. Just wanted you to know. :)


07 Jun

Comment

Originally posted by IncognitoCanuck

GW2 is all about being dynamic. Dynamic events, vendors, etc., however I feel that the wiki is much less so and we (the community) probably have mostly ourselves to blame. The wiki and community are still young and I believe that both will be more well-rounded in the coming months. Currently, however, the amount of relevant content is lacking.

For example, my most recent encounter was with the vendor of Bauble Bubbles. The wiki still indicates that they can be turned into the merchant from the event in Rata Sum for various items, and although the vendor is still there, he no longer offers items in exchange for the Baubles. His own page on the wiki also makes no mention of the fact that his services are no longer available.

I'm just as guilty as anybody for not rectifying these things (such as the above), but if we want the wiki to be a good source of truth for the game, they need to move in sync. I think community awareness posts such as this one are a great start....

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There's actually a good example of that on the wiki and I thought that I'd mention it. This was coded by one of the wiki editors (I believe he's on this reddit thread too :) ) recently on the wiki, after we released the API: take a look any article about a dynamic event (for example: http://wiki.guildwars2.com/wiki/Capture_Stonecrag_Kraal), then on the right you'll see the infobox and at its bottom the title "Worlds currently active on", click on the [fetch] link and you can see the list of worlds on which the event is active.

(I know that your comments refers to more stuff than just that but this is a good example of the fact that things are moving forward)

Comment

Originally posted by MithranArkanere

What's needed is two things, and two things that must be done in the client first before doing anything in the wiki itself:

  1. Use the trading post's in-game browser capabilities to show the wiki in a panel in-game. With an option to use an external browser instead, of course.
  2. A neat "wiki this" button in the upper bar. Press it, the mouse pointer turns into the "wiki this" pointer. Then you can click on anything, ANYTHING, and you get its corresponding wiki page in the in-game wiki viewer.

And ding, the wiki gets more attention and users to get filled.

Hey MithranArkanere,

(Stéphane Lo Presti here, I'm the Wiki Liaison at ArenaNet) We're a bit off-topic here and I don't want to derail the thread, but I though I'd mention that I'm aware of these cool ideas. The issue is really one of cost to implement them and this is not something trivial.

Thanks to the wiki community for this thread, I hope it'll get a lot of attention and feedback!


09 May

Comment

Make sure your audio settings are correct. If you are listening on stereo speakers or headphones make sure your "playback device" is set to stereo. Right click on speaker in the sys tray (lower right near the clock), click "playback devices", click speakers, click configure and make sure it's set to stereo/headphones. If it's set to 5.1 and you only have 2 speakers everything that should be in the center speaker (voice is mostly in the center) will be missing.


14 Dec

Comment

Originally posted by Aloraiel

Congrats ArenaNet! You deserve it!!!

Thanks all for your kind words, you guys are all awesome and a big part of what makes Guild Wars 2 what it is today!

Chris


27 Nov

Comment

Originally posted by bkhtx82

Great job making an awesome game!!

<3

Arena

Comment

Ok thanks all for taking the time to discuss GW2. I am going to hop into the game and play a little before hitting the sack.

Keep the feedback coming and we will be sure to communicate more frequently with you all.

Keep making GW2 Great!

Chris

Comment

Originally posted by tehobbit

Hi Chris,

There's a lot of negativity in here and I'd just like so say thanks to you and your team for making a really fantastic game. There are a lot of quiet folk like myself who are happy still discovering all things in the game and who aren't burnt out, worrying about a gear treadmill.

Regards,

A long time fan

Hi teho,

Thanks for your kind words, it means a lot to be making people happy!

Chris

Comment

Originally posted by _Sin

Not trying to spam this, but this topic hasn't been discussed at all. Would very much appreciate ANY input on it, thank you.

Magic find and just drops in general (with or without MF gear) seems to have been greatly altered to a minimum. Also, in the most recent patch it was noted that Veterans/Champions should always drop something at least, irregardless of what quality. Is the system working as you intended since the update or are there most definitely problems with it as it stands? Also, if it is 'working as planned' why the huge change in drops? Coupled with diminishing rewards it is hard to farm legitly and almost points the player to the Cash Shop instead of relying on self-reliance. Thanks in advance!

Hi Sin,

So yep you are right this is the question i have been likely dodging the most? The reason being is that it requires investigation. Vet and Champs should give good loot and there are a number of reports on perceived decrease in the frequency of drops. I will be discussing this in depth with the Production and Design team tomorrow and we will hopefully have more info soon.

Chris

Comment

Originally posted by [deleted]

[deleted]

Hi cixz,

Forgive my shortness in the reply but the answers are easy but the information is not something we would be prepared to talk about yet.

1: Yes 2: Its an interesting design proposition.

Hope you aren't to angry about the lack of info and thanks for taking the time to get involved in the conversation.

chris

Comment

Originally posted by bluecheez

Longtime GW1 player here. A huge part of what made GW1 fun were builds. Constantly being able to tweak and modify your playstyle is what GW1 fun and long-lasting experience.

My problem with the direction GW2 is going to has nothing to do with grind, but a lack of options. There more time I invest in making my character stronger, the more I am forced to specialize and only play one particular build. When I buy expensive time-sink armor, I'm forced to play whatever build that armor is made for. It is discouraging, because you end up losing all of the flexibility traits, weapons, and utility skills bring when you are pigeonholed by your armor.

Hi Blue,

Really interesting comment that i agree with. I love the fact that i can create a really good build and would love the ability to swap between builds (armor and all). This is something we will be paying more attention to. Thanks for the post and support.

More news to come.

Chris

Comment

Originally posted by Grayn

Thanks for the time you and your crew have put into the game. We are having a great time!

Are we going to see an increase to the regularity of community communications, like a weekly newsletter? Is it possible to have more direct involvement with fansites or non-commercial sites with this increase of information flow?

A regular release of insights and info may help relieve some of the need to do a 10 hr AMA in the future. :)

Hi Grayn,

i love the goal here and it is an area i have been thinking about a lot today. Specifically a more frequent conversation between the community and the team. Still brainstorming around it, so watch this space.

chris