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07 Nov

Frustrated and Disappointed with a gem store purchase

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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.

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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. :/

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

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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?

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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.

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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.

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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?

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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.

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?

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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?

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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.

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

Comment

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.)

I need help with the costumer service issue of Arenanet

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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

Beware the gem store. GW2 support will not help you.

Comment

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.

Beware the gem store. GW2 support will not help you.

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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.

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!

Beware the gem store. GW2 support will not help you.

Comment

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

The official wiki - what do you like and what don't you like about it? How can it be improved?

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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)

The official wiki - what do you like and what don't you like about it? How can it be improved?

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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.

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

Audio missing/barely audible during cutscenes.

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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

Congratulations ArenaNet! And, thank you! (GameSpot's Best Role-Playing Game of the Year)

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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

I’m the Studio Design Director on Guild Wars 2, AMA

Comment

Originally posted by bkhtx82

Great job making an awesome game!!

<3

Arena




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