Guild Wars 2 Dev Tracker

Originally posted by ArenaNetSupportTeam

We will respond within minutes with an auto-response to let you know "Hey, we got your ticket." Then, an agent will get busy on the matter and will update you as soon as possible afterwards. Response times vary depending on the complexity of the issue.

May I point you to a thread I wrote up about this very issue? It has a lot of valuable info (well, I hope it's valuable! ;) ) about which ISPs are giving us fits... ahem... having problems routing our emails properly.

Here's the thread: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Note-for-Users-of-Gmail-Others/first#post2924424

The last thing we want to do is block you from playing the game you purchased! :( I am sure your ticket will be answered soon, but if you're not getting our mails, you might want to consider the suggestion...

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Originally posted by GambitsEnd

I have heard in the past that ArenaNet is great to their customers

No idea where you've heard this from, but it's absolute fiction. Everyone I know that has had to deal with their customer service has never been helped.

Personally, I've contacted them about five times. Never have had my problem solved. First time was when I pre-purchased the game and they sent me an invalid code, so was unable to play in any beta weekend. I asked ANet to fix the issue, but they refused, so I didn't even get to play early access. Pissed off, I flagged it as an unauthorized charge and the bank reversed it. Then I simply bought it from a local retailer.

Another time was when my account was compromised and a hacker took in excess of 450 gold from my account (not counting valuable items). CLEARLY it was hacked, as the access point was from an entirely different region of the world, but they refused to roll back my account or take action against where ev...

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Originally posted by JerekLo

From what I remember the holiday team did Flame and Frost, which made sense at the time with its gw1 feel, cut scenes, etc. Horuda was in charge of Southsun, but that update was more of a gap filler to kill time before LS could really take off. I think he got unfairly panned for that one. :/

Originally posted by Risingashes

No problem, will do.

Currently have a ticket and a support forum post up. Hopefully the forum post will get a faster response.

Originally posted by nightsfrost

If I may ask, how long does it take a team to put together a new zone (Southsun, for example)?

Or even a dungeon?

Originally posted by Gorbid04

how did you even contact her? Reddit was the only avenue that anyone would communicate with me. The forums were inaccessible because the account was (still is for now) terminated. I am hoping tomorrow I get my account back.. that will be the 4th day with no account.

Originally posted by Ashjyr

I wasn't banned for this incident, but for several similar incidents back in Oct - Dec.

The first time they accused me of selling gold. I had a less than 10 gold across all characters. And I have never sent an email with currency to anyone. How did they reckon sell gold?

The next ban was because they thought my account was being compromised and used for illegal activities. I wasn't convinced and asked for proof (ie which IP address was using my account, and at what time, since I was banned while playing).

The response from Gaile Gray:

More than 2 million people are playing Guild Wars 2. In a game of this magnitude, there will be various issues with personal account security, where someone uses a compromised email account, or shares an account with an untrustworthy friend, or who uses one password on many sites, so that when a site is "hacked," that password becomes public knowledge. In these ca...

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Originally posted by bob-guild

Hi

I am always following the rules (even in this situation) and my ticket doesn't qualify for review just yet (under 3 days ticket): ticket number is also mentioned on my linked news item and it is [Incident: 130625-003163]

PS This reddit thread is genuine and not a cry for help, I am asking these questions legitimately since I find myself in an awkward situation (awkward for a lawyer at least) where I cannot prove that I'm innocent when I don't know what I did wrong. Utterly frustrating when you know your side of the story is the right one.

Originally posted by UrsanTemplar

If you read the OP's post, that's pretty much exactly what the ticket said. It accused the OP of using some specific third-party program and had "complete confidence in the detection" of it.

The OP is asking Anet to name which specific program he is accused of using. Just as an example (Not accusing the OP of this) say the OP is using several different third-party programs. Anet states that Program 1 is what they detected and banned the OP for. Now every botter worth a salt knows that Program 1 does something that trips Anet's detection algorithm, and will be able to better design programs that avoids whatever Program 1 does.

Anet did tell you why you were banned. They just weren't specific, and they have many great reasons why they shouldn't. Again, I suspect the OP hasn't told us everything. But either way, try to get in touch with Gaile Gray in the forums: she will be your best bet, OP.

Originally posted by Sheepski

It's worth noting there was a thread: http://www.reddit.com/r/Guildwars2/comments/1h4vut/i_need_help_with_the_costumer_service_issue_of/

This was posted earlier tonight, stating (in comments) he also uses the logitech gaming mouse and was also banned for the same reason, and proclaims his innocence too.

Maybe only a coincidence but it could also mean the detection programs they use are picking up the Logitech mouse now... maybe they updated their systems and it's picking up things it shouldn't.

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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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.

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)

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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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.