Curse

WytRaven · Feb 27, 2010, 05:04 PM // 17:04

Hi All,

I have decided to share my experience of Guild Wars "Support".

I haven't played GW in a few years and decided today to get back into it. I own all GW games including the Eye of the North.

I downloaded and installed the client as my install media for Prophicies and Factions are in a box somewhere in storage and Nightfall and GWEN I bought online directly. I went to login thinking I was pretty sure what my password was but didn't have any luck. I tried various combinations of every password I know I have ever used for anything to no avail. I login to my NCSoft Master account to reset my game password only to find that I need to know my previous one to do so...awesome...So I turn to GW support expecting a quick fix to the problem.

Well it's been over 5 hours now with only a single response from support asking for a bunch of details way beyond what is necessary to determine that I am legitimate. Here's the supprot log for reference with personal details replaced with *'s.

Quote:

Customer (******) 02/27/2010 04:42 PM
It is now over 5 hours since I raised this issue and I still do not have resolution. That is appalling. I have provided more than enough information for you to determine that my request is legitimate.

Customer (******) 02/27/2010 04:38 PM
This is beyond a joke. This is without a doubt the worst customer service I have ever experienced from an online company.

Customer (******) 02/27/2010 02:57 PM
>
Seeing as I appear to be getting no response by logging updates via the support page I thought I would try replying to this email again. My wife has managed t find my GW Factions receipt which I have attached. This is the best I can do so please just reset my password so I can get back to playing my game.

>

Customer (******) 02/27/2010 02:34 PM
This is the absolute best I can do. My wife found my GW Factions receipt in her files somewhere. I have attached it.

Customer (******) 02/27/2010 02:01 PM
Exactly when are intending on responding to this? I am getting very sick of waiting.

Customer (******) 02/27/2010 12:28 PM
Well for a start it has been a very long time since I last played Guild Wars and I have tried every single password I know I have ever used on anything and none of them work which leads me to believe that you have actually changed it on me due to the length of time without playing.

Secondly If I still do have the original boxes for the games then they will be buried in storage somewhere and not immediately available to me and I'll be damned if I am going to spend half a day of my time trying to find them.

Thirdly I have no idea what credit card I used when making purchases of Guild Wars related stuff but I have taken a guess in the data provided below as I have changed cards several times since then. However It is ridiculous for you to expect me to remember such a thing.

Fourthly I do not have emails from years ago as I have changed systems several times since then and lost emails in the process. Again it is ridiculous for you to expect me to have something like that.

My Email Address is : ******
I guess the last 4 digits of the card I used to use in my GW days were: ******
My master account was created ******.
I have no idea what my serial numbers are except that I have GW:Prophecies, Factions, Nightfall, and I also purchased Eye of the North but that was via the in game online store from memory. I can tell you the last 5 digits of the main ones as I can see them in my NCSoft Master Account details but that is it. ****** I have no idea which one belongs to which game either as my account doesn't tell me that.

Assuming I even still have my purchases receipts (which are likely to be useless now due to the thermal printing systems most cash registeres use) they would be in the game boxes and as previously mentioned they are not at all easily accessible to me, if at all!

I am extremely frustrated right now as as far as I am concerned you are denying me access to that which is mine. This is as though you are locking my out of my own house and I am not at all happy. I understand the need for security around games like this but when it becomes a hinderance to your customers being able to enjoy their purchases then it is going way too far. The information I have already provided plus the above is more than enough for you to confirm that I am the owner of this account.

Response (Andre) 02/27/2010 12:00 PM
Hello ******,

Thanks for contacting the European support team.

At this time and in order to assist you, we would need to verify some details. Please provide us the following information:

For your NCsoft account:

*Email address
*20-digits Serial codes/25-digit Access keys
*Unique account ID: (This was sent to you via email on the date your game account was activated, with a subject header of “Game Account Activated.”)
*Last 4 digits of the credit card used on your account

For your Guild Wars game account:
*The creation date of your Guild Wars Account (even if approximate)
*A scan or photograph the actual insert showing the access keys and the receipts of purchase as “jpg” attachments in a reply to this message

Please be so kind as to send us as much of the information as possible in one message. This will help us to deal with your request faster.

Regards,
GM Andre
Account Support

----- The standard auto response was here. I removed it as it is irrelevant.------

Customer (******) 02/27/2010 11:28 AM
I am trying to reset my guild wars account password unsuccessfully. I haven't played the game in years and was just looking to get back into it.

My problem is that I login to my NCSoft master account to reset the game password and can't as it requires my to know the current one.

My name is ******. My birth date is ******. I live at ******. I own all three guild wars episodes.

Please reset my game password so I can play again please.

Anyone else experienced this kind of ridiculous excuse for support or am I just getting a raw deal here??

Sierraa · Feb 27, 2010, 05:13 PM // 17:13

I think you need to calm down and wait. ;p Most if not all of my issues were resolved in 24-48 hours. You'd be really really really lucky to get it resolved in less than that. Spamming them probably wont speed up the process.

LoneManWolf · Feb 27, 2010, 05:52 PM // 17:52

typical crap anet support... no surprise there
their customer support is the only thing worse than the servers they run...

Xsiriss · Feb 27, 2010, 05:54 PM // 17:54

Uh how about wait? It'll take more than a few hours,the best customer services for big companies don't achive that. So calm down and learn to wait.

shoyon456 · Feb 27, 2010, 06:53 PM // 18:53

You're impatient, and expecting them to hand over account info with minimal information.

If they gave out all account info within hours of getting less than the minimal account info, I'd be worried about my account's security. Furthermmore, the fact that you are required to know the current account pass to change it is a GOOD thing for account security.

Lastly, it's your fault for loosing your password or not keeping it somewhere saved on a flashdrive, paper recs, etc... If this was about forgetting a chracter name now needed to login, I'd be more sympathetic, and so would Anet. However this is your fault and you're getting mad over it.

Lord Dagon · Feb 27, 2010, 07:18 PM // 19:18

eh i would deffinatley say it will take over 24hrs(ive know ppl it takes a week and some it takes 2 days)

so 5hrs for you would be preety damn amazing lol

Shadow of Cantha · Feb 27, 2010, 07:29 PM // 19:29

I have never had an issue with anet support. I've had 4 issues in the past and all have been resolved within 24hours. Of course I have had all of my access keys.

I would be worried if they were just handing over passwords on someones claim that they own an account and can't provide more than a few minimal details.

Good Luck though

Tresa · Feb 27, 2010, 07:30 PM // 19:30

I have to agree you're being very impatient to expect your issue to be resolved within 5 hours, especially on a weekend.

My husband and I had a positive experience with Support when his account was hacked a few months ago. He rang Support, provided identity verification, and a couple of keys, and his account was restored almost immediately.

The onus is on you to provide proof of identity and account ownership, and if you haven't saved your serial numbers/keys for a game, or you can't be bothered to look for them, then the fault lies with you, not Support.

Just take a moment and imagine if they released accounts to every Tom, Dick, and Harry with a sob story.

Kerwyn Nasilan · Feb 27, 2010, 07:48 PM // 19:48

I do not understand why you feel you are being denied what is "yours" you still have an account, you can still use it, it is by no means ANet's fault that you cannot remember your passwords, and do not have the information that is standard for them to re-set a password. Furthermore, the fact that you expect them to drop everything and fix your problems is "utterly appalling", it has been 5 hours, 5 HOURS, the fact that you honestly think that they should help you fix something that is your own fault, without the information they requested, in 5 hours shows that you are impatient and seem to have a very strong sense of entitlement.

colosusjokers · Feb 27, 2010, 07:59 PM // 19:59

It must be really easy to claim it's the worst customer support experienced from an online company when it's the only customer support you have done anything with. Patience is a virtue, use it.

Devastating Flames · Feb 27, 2010, 08:01 PM // 20:01

u got to wait what do u think your the only person in the world. sit back and shut up and wait u ant the only person talking to support.

Skyy High · Feb 27, 2010, 08:26 PM // 20:26

Wow...it's "appalling" that you haven't gotten a response in 5 hours? Dayum, someone's a bit pissy, isn't he?

REDdelver · Feb 27, 2010, 08:30 PM // 20:30

/agree with being impatient ...wow

I had an issue once and it took roughly 24 hours to be taken care of. It seriously "sounds" like you sat at your computer and hit refresh every 5 mins after you sent in the first email...just to see if you got a reply.

You have to remember all the hacking issues. I'm sure hackers have badgered support with the same time of attitude that you displayed in your emails. If I was working in support and got tickets from you like that....I'd take my time too.

Number one....in my mind....your attitude throws a off a red flag. And its there job to make sure that you the customer is giving proper information to back up your claim that its their account. Tey risk their job if they dont do the proper varification homework.

If they dont do this and this was a hacker???? Then your acct would be taken control of and you'd be 10 times as mad.

Id hate to see your emails if that had happen.

Abedeus · Feb 27, 2010, 10:03 PM // 22:03

5 hours on Saturday and they haven't responded yet? THOSE BASTARDS!! What are they doing with all our money?!

Astral_Nomad · Feb 27, 2010, 10:27 PM // 22:27

hmm.. if you are just rejoining the game after a few years you should know that in the last couple months theres been some fairly serious gaming hacking and account stealing going on and thats why they have gone to the extremes they have with providing details.

Further, when you get to the game login screen, you will need to know the names of at least one of your currently playable characters to log in. If you cant remember that, your probably still going to be screwed unfortunately.

And you can thank the jerks that have been hacking the gamer accounts for all this headache.

Bob Slydell · Feb 27, 2010, 11:08 PM // 23:08

I find YOUR actions to be appalling, OP.

YOU expect them to sit there and watch EVERY new message that comes in and sift through them to find YOURS? At some points you didn't even wait for a full hour to pass before bitching up a storm at them again for not responding.

You need to give them more than a day, you need to give them 3 to 5 business days to straighten things out.

You aren't the only person that is messaging them. Just because you bought their game 5 years ago doesn't mean they've upgraded you to first class and are fine tooth combing the support system making sure you are always in contact every second.

I hope to god you aren't doing this because you forgot a character name....

jonnieboi05 · Feb 27, 2010, 11:26 PM // 23:26

It's freaking Saturday chill the hell out. Wow... And I agree with everyone here who says YOU (the OP) is appalling. You seriously need to chill out and relax.

It's only been 5 hours ffs. What more do you want!? Keep one thing in mind:

It.

Is.

SATURDAY!

Maindric · Feb 28, 2010, 12:09 AM // 00:09

I sent in a ticket last night, and I am shocked I even got a response today. I have used NCSoft's support many times, US, and they ask the same questions, and I was never dissatisfied. Everything they ask is reasonable, and makes sense. I am used to support that takes a week to resolve a problem, with NCSoft, rarely have I had to wait 2 days or more for a problem to be resolved.

Bulletproof Maniac · Feb 28, 2010, 12:40 AM // 00:40

You EXPECT a <5 hour response from an online customer support service?
This post made me laugh so hard if waiting 5 hours justifies "worst support ever" this must have been the only time you have ever used anything like this. You are on a roid rage calm down do something else no need to vent on a forum about trivial problems like this.
Also keep in mind customer support is currently flooded with requests for help about accounts hacked, which warrant more concern than your problem.
If your really so desperate for immediate support then call otherwise expect a reasonable wait.

AlsPals · Feb 28, 2010, 12:48 AM // 00:48

Really didnt need to post this on here. Shame on you.