metalTiffy.7106 Posted July 13, 2018 Share Posted July 13, 2018 > @"Dante.2730" said: > 14 days and nothing, it had activity but no answer. I dont want to play until this issue is resolved because at the moment i feel like my account has been robbed. > > ID: 6979711 If you still can login you should. Change password of the game, email and set up a 2nd factor authentification like email or so if not done already. BTW, Can i priorise my ticket by buying gem cards ;) Link to comment Share on other sites More sharing options...
Cuddy.6247 Posted July 14, 2018 Share Posted July 14, 2018 > @"Illconceived Was Na.9781" said: > > @"Zoop.1360" said: > > This is absolutely unacceptable. I'm trying to recover my Guild Wars 1 account, but almost a week and not even a peep or a squeak. I have my username and password, all I need is for someone to tell me one of the character names so I can log in and play. But nah, nothing from support's side. #6990098 > > > > I can't remember the last time I encountered such terrible support. Backlog or no, this is disastrous. I almost can't believe your support systems are this bad. Come on! No doubt Guild Wars 1 support tickets are also getting the least priority in the queue. > > > > I agree: it's crazy and maddening that there ever was a backlog longer than a week and worse, that it's been months without sign of things getting better. On the other hand, what can we expect ANet to do? > * Hire more people? They have said they have done this. It unfortunately takes time to find good staff and bring them up to speed on the oddities of the game (and how to help legit concerns without giving freebies to the undeserving). > * Prioritize account issues? They say they do this. > * Deny more requests? Well, yes, that would help, but it would be maddening in an entirely new way. Personally, I'd rather wait. > * Investigate requests with less rigor? That, too would help. But it would mean more 'scams' getting through. Again, personally, I'd rather wait. > > Given the situation, acceptable or not, what else can they do? > > (one thing not on my list, but I hope they do: do a better job of anticipating responses to sales and mass suspensions, do a better job of preparing for returning vets who can't remember account details — it's hard to have the right amount of stuff for the busiest months, without overpaying during the quiet ones, but surely there is a better balance than we have seen in 2018) It started in April. It's halfway through July. They've had enough time to work on establishing a temporary support system. Link to comment Share on other sites More sharing options...
Cuddy.6247 Posted July 14, 2018 Share Posted July 14, 2018 > @"metalTiffy.7106" said: > Maybe they should to a little "shift left" stuff. It means getting less work for the support and add it to the customer. Add self services so the user can change passwords, emails and Authentificator change alone if the got all needed stuff. This would remove a lot of work and the user gets what he wants immediatly. > > I have added key, 3 Char names, email, etc. to my ticket 6996405 and now i have to wait 3 weeks. Or more to get the authentificator reset. > Today there should be a proper self service. Most companys couldn't efford to do this all by hand. I agree. My tickets have taken forever just to change my e-mail. I don't see why I have a dozen security features if I can't use them to change my sign-in at my own leisure. Link to comment Share on other sites More sharing options...
Carnak.6271 Posted July 15, 2018 Share Posted July 15, 2018 5 days of waiting, going on 6, still no answer. I can't log in on my normal account, I have to use my husband's account and I can't play. I would imagine they would prioritize the fact that some people can't even log in to their game or play, but it doesn't seem to be the case. This is unacceptable... #6995998 - Still waiting. Account issue / Authenticator issue Link to comment Share on other sites More sharing options...
metalTiffy.7106 Posted July 16, 2018 Share Posted July 16, 2018 Hi, I just need to remove the authentificator from my account after reinstalltion of my pc. Opened a ticket on the german page 6996405 Added the key and 3 char names. Also write a mail a day after with english translation after i read that german support takes even longer. Link to comment Share on other sites More sharing options...
Rottie.8596 Posted July 17, 2018 Share Posted July 17, 2018 19 days and nothing. F2P should have separate support... Link to comment Share on other sites More sharing options...
Carnak.6271 Posted July 17, 2018 Share Posted July 17, 2018 8 for me and I think I'll wait a lot more... Link to comment Share on other sites More sharing options...
Zoop.1360 Posted July 17, 2018 Share Posted July 17, 2018 11 days and I STILL can't play the game I paid for. Nobody can tell me this shit is excusable. Why are no outlets picking this story up? It's absolutely disastrous. In 2018 we have people unable to play an MMO because they're waiting weeks for support. I've never seen another company tank their support channels this hard. Link to comment Share on other sites More sharing options...
Cuddy.6247 Posted July 17, 2018 Share Posted July 17, 2018 > @"Zoop.1360" said: > 11 days and I STILL can't play the game I paid for. > Nobody can tell me this kitten is excusable. Why are no outlets picking this story up? It's absolutely disastrous. In 2018 we have people unable to play an MMO because they're waiting weeks for support. I've never seen another company tank their support channels this hard. Right now the bigger issue for me is ANet's been silent on it. They made one comment on it over a month ago now, when the problems were already nearly 2 months old, and people are still waiting several weeks. It's getting kind of insufferable. Link to comment Share on other sites More sharing options...
Carnak.6271 Posted July 17, 2018 Share Posted July 17, 2018 It doesn't seem the situation improved at all, despite this being somewhat dire. People (like me) can't play, and not being able to play for a month is just... lets just say it should be a priority to fix that... Link to comment Share on other sites More sharing options...
Appolaliptik.7598 Posted July 18, 2018 Share Posted July 18, 2018 after a month of waiting for an answer, received a response from technical support, but at the moment I can safely say only one thing: they do not read the text of messages and do not look at the screenshots that applied to the task. after several messages from my tests and checks of connections and ports they suggest me to do the same. I applied all these data in advance, knowing that it might be necessary for them to avoid unnecessary correspondence, but apparently the competence of individual employees does not allow them to go a little further than the template solutions and read everything at once. of course, the problem is not solved Ticket #6956328 Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted July 18, 2018 Share Posted July 18, 2018 I think policy requires them to follow the script; update your ticket to get past the first level of support. Good luck. Link to comment Share on other sites More sharing options...
Bloodstealer.5978 Posted July 18, 2018 Share Posted July 18, 2018 6981565 - 19days and still counting 6999736 - 6 days and still counting I can understand why some people are beginning to loose patience with all this … a week I can understand but like 3 weeks+ is airing on the side of unpalatable imo. Link to comment Share on other sites More sharing options...
jcH.7109 Posted July 18, 2018 Share Posted July 18, 2018 Having worked in customer service before, I kinda understand the long response times to tickets. I used to be a warehouse associate responsible for processing online orders, creating invoices, preparing items for shipment, responding to email inquiries, etc. Having several other responsibilities, I think it's reasonable that I'd sometimes be unable to address the emails for a few/several days. However, if a customer simply gave us a call, response was immediate obviously. Ideally, customers should send an email containing important information (sometimes including pictures to make things easier) regarding the issue and then also give us a call while referencing that email. It makes it easier to quickly grasp the situation as opposed to having someone try to give a lengthy explanation over the phone. And this is the main problem with ArenaNet. There is no support phone number that you can call. Having a smaller team is no excuse for this. You don't exactly need a gigantic calling center to offer customer support over the phone. I assume that ArenaNet doesn't believe it is worth the money/effort/time to set up lines for CS. Link to comment Share on other sites More sharing options...
Tangram.1805 Posted July 18, 2018 Share Posted July 18, 2018 24 days now.. should I be worried that CS is okay? ._. Link to comment Share on other sites More sharing options...
Orbitaali.5160 Posted July 19, 2018 Share Posted July 19, 2018 19 days of complete radio silence on a problem that shouldn't be trivial on any level, I was dumb enuff to try and stat swap a precursor, since there was no warning of it turning into a normal ascended, and what I've researched (about other equally dumb as I) it should be a fairly quick job to replace it... Yikes... Link to comment Share on other sites More sharing options...
Eloc Freidon.5692 Posted July 19, 2018 Share Posted July 19, 2018 I submitted a ticket about a lost Gift of War Prowess while getting ready to make multiple legendary armor pieces. It happened during the server crashes when the new LW chapter released. A month of full Diamond claim tickets gone in an instant. Haven't felt like playing WvW ever since. Link to comment Share on other sites More sharing options...
circuitnerd.5863 Posted July 19, 2018 Share Posted July 19, 2018 I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. Link to comment Share on other sites More sharing options...
Blocki.4931 Posted July 19, 2018 Share Posted July 19, 2018 > @"circuitnerd.5863" said: > I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. Yeah that will totally help Link to comment Share on other sites More sharing options...
circuitnerd.5863 Posted July 19, 2018 Share Posted July 19, 2018 > @"Blocki.4931" said: > > @"circuitnerd.5863" said: > > I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. > > Yeah that will totally help It does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone. Link to comment Share on other sites More sharing options...
Blocki.4931 Posted July 19, 2018 Share Posted July 19, 2018 > @"circuitnerd.5863" said: > > @"Blocki.4931" said: > > > @"circuitnerd.5863" said: > > > I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. > > > > Yeah that will totally help > > It does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone. OR it isn't going to change a single thing because they can't magically resolve all those tickets that just grow in numbers every single day and it will even get worse with additional pressure Link to comment Share on other sites More sharing options...
circuitnerd.5863 Posted July 19, 2018 Share Posted July 19, 2018 > @"Blocki.4931" said: > > @"circuitnerd.5863" said: > > > @"Blocki.4931" said: > > > > @"circuitnerd.5863" said: > > > > I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. > > > > > > Yeah that will totally help > > > > It does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone. > > OR it isn't going to change a single thing because they can't magically resolve all those tickets that just grow in numbers every single day and it will even get worse with additional pressure So you find this sort of response time acceptable from a company? I get faster response times from the government than this. Link to comment Share on other sites More sharing options...
Blocki.4931 Posted July 19, 2018 Share Posted July 19, 2018 > @"circuitnerd.5863" said: > > @"Blocki.4931" said: > > > @"circuitnerd.5863" said: > > > > @"Blocki.4931" said: > > > > > @"circuitnerd.5863" said: > > > > > I finally got a response. It took 1 month. I've given up on this company and filed a complaint with the BBB now. > > > > > > > > Yeah that will totally help > > > > > > It does because when another company gets involved, they take it more seriously. They try to get things resolved quicker so they don't have a bad PR then which is visible to everyone. > > > > OR it isn't going to change a single thing because they can't magically resolve all those tickets that just grow in numbers every single day and it will even get worse with additional pressure > > So you find this sort of response time acceptable from a company? I get faster response times from the government than this. No, but I don't believe they are doing it for fun. This 13 page thread exists because they know it's a big issue right now, but the problem only grows and doesn't just disappear overnight. I hope their new hires get into their job quickly to work through it. Link to comment Share on other sites More sharing options...
Inculpatus cedo.9234 Posted July 19, 2018 Share Posted July 19, 2018 You do realize that once the BBB is involved, Support can no longer assist you. Best of luck. Link to comment Share on other sites More sharing options...
Alga.6498 Posted July 19, 2018 Share Posted July 19, 2018 2nd July.... still no reply. :disappointed: Link to comment Share on other sites More sharing options...
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