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03 Dec

I buy 800 gems and convert it to 46 gold. I then buy the Tequatl Mini for 43 gold. 2 mins later I was banned.

Comment

Originally posted by PSIKOTICSILVER

By profane I mean swear words which would be masked by the chat filter, not directed at a person. For example, if I were talking in map chat with an acquaintance and said, "I just f***** up real bad on my biostatistics test".

(Don't worry, I did fine on the exam :D)

I expected them to be disallowed, but it's always good to hear it right from the horse's mouth, so to speak. Unfortunately, most companies take this stance even with chat filter technology.

I appreciate the direct feedback :)

One thing I want to say is that we are gamers and we certainly understand an occasional "slip of the tongue." I really don't think that a slip like the one you mentioned would be reported, and if it were reported, I rather doubt that an agent would take action. One word, not aggressively stated? I think we'd be watchful for repeats, but not react directly and immediately on that single word use.

After all, we're trying for reasonable and fair, in addition to pleasant for everyone. :D


02 Dec

I buy 800 gems and convert it to 46 gold. I then buy the Tequatl Mini for 43 gold. 2 mins later I was banned.

Comment

Originally posted by PSIKOTICSILVER

Given the chat filter feature, is profane but non-belligerent language in violation of these principles?

(Just a question, no catch.)

Profane's disallowed, if I understand you properly. It does not need to be directed to an individual to be offensive.

I buy 800 gems and convert it to 46 gold. I then buy the Tequatl Mini for 43 gold. 2 mins later I was banned.

Comment

Originally posted by westomopresto

Is it just me, or is this playground talk?

Why do you guys take language so seriously? Pretty sure the majority of the player base is grown up enough to ignore the demoralizing speech if it happens.

Do you speak for every culture? Every age group? Every gender, belief system, and comfort level? Nope, you don't. NONE of us can. And that's why there's a "bar" -- a certain expectation for publicly-acceptable language in the game. We set the bar to do our best to make the game world a pleasant place for everyone. No one is (or at least should be) offended by having to use moderate language. But quite a few pepople are offended by seeing offensive language used by others. The ability to play a game without being assailed with offensive language is far greater a right than the option to use the F-word. :)

It seems logical in a setting like a game world to use moderate language and reasonable behavior.

I buy 800 gems and convert it to 46 gold. I then buy the Tequatl Mini for 43 gold. 2 mins later I was banned.

Comment

Originally posted by GamerToons

I try to be as honest as possible and I really appreciate you getting back to me and sorting this out.

I will be more careful with my language and I never once thought this was some conspiracy.

Thanks for being so understanding.

(Oh, and I didn't believe you were amongst those who demonized NCSOFT or ArenaNet for our chat policies. ;) )

I buy 800 gems and convert it to 46 gold. I then buy the Tequatl Mini for 43 gold. 2 mins later I was banned.

Comment

Originally posted by GamerToons

Thanks for the clarification, but how long is this suspension for? I remember the chat conversation you are speaking of and I can understand why it was a ToS violation. I will never use the F word in open map chat again and as a longtime user will take this very seriously.

Can I get an indication of how long the suspension would be active? I am banned for 70 hours.

To give reddit users some color here:

A bunch of users were bashing NCSoft in open mapchat. Saying that NCSoft screwed them over here and there

I sarcastically said "Oh yeah well NCSoft had sex with my mother and never called or paid child support"

Someone chewed me out and I apologized.

They then told me to use my brain next time.

I told them to "Shut the F*** up"

Edit:

I Just wanted to be open and honest with other users here even if it's somewhat embarrassing.

Thank you ANet and community (The nice ones)

I did break ToS ...

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I have to say, I admire (and am a bit surprised by) your honesty! The conversation was along those lines, you're right, and it wasn't the anti-NCSOFT stuff that prompted the suspension but the offensive nature of the commentary (which was reported a bunch of times). In this case, the suspension is 72 hours from its inception.

Rest assured, conspiracy theorists: We don't take action because gasp! hand on forehead! faint!!1! someone insulted our company! That's pretty much water off a duck's back. It's not always what you say, but how you say it and the language you use that causes the issue.

I buy 800 gems and convert it to 46 gold. I then buy the Tequatl Mini for 43 gold. 2 mins later I was banned.

Comment

Hi there. We looked into this and came to the following conclusion: The account should not have been flagged as terminated, and the action that was taken was not related to a purchase of gold or of some sort of RMT activity. However, the account definitely was involved in a pretty serious chat violation that was reported by several players and confirmed by our agent. The error on the agent's part came in how he or she marked the account, but not in taking of action on the account.

We apologize for the "mis-flagging" of the account but the suspension will remain in place. Please use better judgment in the future.


12 Nov

Does this game have a customer service?

Comment

Originally posted by [deleted]

I don't know if they work over the weekends and holidays.

https://guildwars2.zendesk.com/home

Is that where you submitted a ticket?

Oh yes, we have agents on the floor (ok, at their desks ;) ) 24/7/365. We can't promise instantaneous response times, but we do have agents on board to help no matter the day or time, so we keep up to date on ticket queues.

Does this game have a customer service?

Comment

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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And just for our tracking info: What ISP -- e-mail provider -- are you using? We're finding many people are experiencing problems using Yahoo accounts. Does that happen to be what you're using as well?

Does this game have a customer service?

Comment

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...

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07 Nov

Frustrated and Disappointed with a gem store purchase

Comment

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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I'd be happy to review those tickets, if you can please provide me the numbers.

What you're describing just doesn't read right at all. Yes, we're human and we make mistakes, but I'd like to get into the meat and bones of the tickets to find out if such decisions were made, why they were made.

In particular, we do not randomly charge someone's credit card, for games, gems, or anything else. That's not only bad business, that's illegal. We're really careful about following not just the letter of the law, but the spirit as well. So I have to get into that ticket to find out what you believe happened and what really happened, because with all due respect, I cannot believe that we charged you $25 and never removed the charges, which seems to be what you suggested. :( If you brought this to our attention, I am 100% confident that any erroneous charge was addressed very, very quickly.

The hacked account situation doesn't read as standard. There's more to that sto...

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Frustrated and Disappointed with a gem store purchase

Comment

We are really sorry that this happened, and I feel sure we can help you. Could you please work with me on the thread in our forums? I asked that you give me your ticket number (should be five digits) so we can take a peek and review the whole thing.

We have a policy of kindness towards those who support us with their Gem Store purchases. We are grateful for everyone's support of our game and particularly for your support of continued development through the GS. The last thing we want is a disenchanted supporter of our game.

So please go ahead and pop your ticket or incident number in here and we'll do whatever we can to make this right for you!

Thanks for your patience. (And personally, I love your Disney reference. Being a major fan, I am not surprised at what they did, but still delighted to hear another positive story about a company I love. :) )


29 Aug

Robert Hrouda is apparently no longer working at arenanet.

Comment

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. :/

A lot of the holiday team was formed into the Flame and Frost team. SAB had a different team than F&F as did AR although some people were on more than one.


11 Jul

Banned for Helping people with Fractal Achievement

Comment

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.

I believe this has been resolved. If not, please update your ticket and the team will review for you. Thanks.


04 Jul

Misc. Question: What type of World Engine is guild wars 2 made with? (Mesh or Brush or "other" based)

Comment

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?

Its always different due to scope and team size. Sometimes things go well and the level gets done quicker, other times it has be to started completely over. Sorry to be vague but its never the same twice.


28 Jun

Q: How can you defend yourself, when they don't tell you what you did wrong?

Comment

Please note this post on the official forums. I think you will find it of interest: https://forum-en.guildwars2.com/forum/support/account/Security-Advancements-and-Reinstatements/first#post2312418

Clearly something is wrong with the Metrica Province JP.

Comment

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.

I know that it is frustrating to be banned and to be unable to post in the forums. I sort of advocated for not blocking banned players from posting in the forums, but cooler heads prevailed. ;) In the end, I had to agree that given the number of false positives is so small, and that the number of accurate bans is so high, we'd be looking at a lot of "I swears, I didn't do it!" posts and the signal-to-noise ratio would be real small.

One suggestion, in the unlikely event this would happen again, is to ask a friend, family member, or guildie to post in this thread: https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-and-older-merged/first#post48339. I monitor that and response with updates on a regular basis. Sure,...

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Clearly something is wrong with the Metrica Province JP.

Comment

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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I want to check -- you're back on your account, correct? I don't mean to dismiss the issues, I'm just making sure you're ok.


27 Jun

Q: How can you defend yourself, when they don't tell you what you did wrong?

Comment

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.

Oh I see the ticket number now. I'm sorry I missed that. We'll take another look at this. Thank you for the information.

Q: How can you defend yourself, when they don't tell you what you did wrong?

Comment

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.

I have to say that I appreciate how well you understand why we cannot, and will not, go "chapter and verse" on details when an account is terminated. We know why the account was closed. The player knows why the account was closed, even if the response is not specific. And if the player was using a variety of cheats or exploits, it's not to our advantage, or to our community's, to provide details.

This, of course, pertains to people using cheats and exploits and is not a statement on this particular player, who I have not yet even identified. I know the false positive numbers are extremely low, but we're always willing to review.

Q: How can you defend yourself, when they don't tell you what you did wrong?

Comment

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.

I can't see where the use of a particular mouse would cause this, not at all! We will carefully review each case, but I really don't think that the mentioned account termination was related to hardware. So again, the thing to do is let us know the ticket number so we can look into the situation for you.




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