Curse

Johny bravo · Oct 07, 2010, 02:02 PM // 14:02

I figured I would post this as I have seen so many negative threads about bans and Anet support.

I was recently in the middle of a deep run when I got "Dhuumed." When I first saw him pop up I though that sucks I wonder what idiot was botting. It turned out that I was the one who got it. When I logged back in it told me my account was banned for participating in or assisting in the selling of items for real world money or goods (something like that code 045).

Naturally I was more then pissed off as I have played the game for 57 months and never done any of these things.

I wrote a nasty email, erased it, and then submitted a very level headed email to Anet support asking them why I was banned.

As I have seen here many time I got the standard response - blah blah blah you did something that violated the EULA and we banned your account. Still a little pissed by the form letter response I replied via the support ticket system explaining that I had recently moved to China and was clearing out my storage giving away sweet, drunk, and party points to my brother and guildies.

The next reply told me my ticket had been pushed up to supervisors and I would here back. A little while later I did, and it was an email telling me that my account had been hacked. I explained to them that it wasn't hacked answered a bunch of questions and soon enough got my account back

This took <72 hours. After all the horror stories I have heard I just wanted to put out that the system can work well.

Rocky Raccoon · Oct 07, 2010, 03:04 PM // 15:04

To OP I am glad you got things straightened out in a timely manner.

Ailina · Oct 07, 2010, 03:05 PM // 15:05

Props to the OP for this story. I have also never had trouble with Anet support. In fact, when my account was hacked, they went far out of their way to send me personal (not automatic!) emails helping me figure out exactly how it happened (it turned out to be a keylogger brought in by a non-gw related source). They also helped me personally by sending me a program to scan my computer and asking me to send me back the scan. They then did the analyzation of the scan results and emailed me back a reference to a program to remove this specific virus and detailed instructions on exactly what to do.
They definitely didn't need to go this far. They could have just helped me retrieve my account and be done with it, but they genuinely cared enough to personally spend a rather large amount of time with me making sure my computer was secure and protected from further attacks.
I got prompt, comprehensive, and personal responses for them.
Basically, I heartily agree with you, OP. People only discuss Anet support when it doesn't work, so no one ever hears about when they do. They're not always perfect, but they definitely don't get enough credit.

GwOxygen · Oct 07, 2010, 03:38 PM // 15:38

Glad to see that Anet support helped you that way. Never had to contact them for anything but when I need to...I hope I get the support they gave you.

Arduin · Oct 07, 2010, 03:47 PM // 15:47

Anet support or NCSoft support?

Ailina · Oct 07, 2010, 04:19 PM // 16:19

I think the letter isn't exactly directed towards Anet, but more just letting people know that Anet support isn't as evil and malicious as they may have heard from many other threads.

Quote:

Originally Posted by Johny bravo

I figured I would post this as I have seen so many negative threads about bans and Anet support
...
After all the horror stories I have heard I just wanted to put out that the system can work well.

jazilla · Oct 07, 2010, 04:30 PM // 16:30

Cooler heads prevail. You kept your cool and wrote them a thoughtful letter and they responded in kind with a level headed review of your case. Kudos to you sir.

Mouse at Large · Oct 07, 2010, 04:32 PM // 16:32

I agree. A while back I got hacked and they helped me recover my chars. Really good customer service IMO.

jeri blade · Oct 07, 2010, 04:46 PM // 16:46

they are good one of my mates account got hacked emailed them got back to and within 24hours he was back on and only cost 3 nice emails and a fax to show it was his account easy 24hours

Gill Halendt · Oct 07, 2010, 05:22 PM // 17:22

Quote:

Originally Posted by Ailina

I think the letter isn't exactly directed towards Anet, but more just letting people know that Anet support isn't as evil and malicious as they may have heard from many other threads.

That's because most of the people don't really know what the Support team actually do.

Issues are usually resolved rather quickly, unless in exceptional occasions. It's not Support to blame if issues happen tough, they are just there to help and resolve problems, but people usually discharge their frustration against them and can't evaluate their work properly.

Bristlebane · Oct 07, 2010, 06:11 PM // 18:11

I had my account hacked before,
after writing them a nice non-QQ email it didn't take long until I had my account back. And I didn't even have my original keycodes left, all I could provide them was as much fact as possible. I'm certain that if i had been aggressive and rude, all I would have gotten would a comment about missing keycodes, a finger and have a nice day.

I'm happy I got my account back and not the finger of dhuum

Rocky Raccoon · Oct 07, 2010, 06:48 PM // 18:48

A mistake was made and a mistake was fixed in a timely manner, there is nothing wrong with expressing one's appreciation with the resolution. It's seems some people here just can't wait for an excuse to rant about ANET.

Morphy · Oct 07, 2010, 08:25 PM // 20:25

I'm kind of neutral on this one, it's neither a case for glorifying Anet nor one for flaming the shit out of them, especially because NCsoft takes care of the block business.

Please note though that the ones in charge of the blocks have been shown to be rather biased in the past, the whole "I was polite so I got unblocked" thing just reinforces that.

Still Number One · Oct 07, 2010, 08:34 PM // 20:34

It is cool that A.Net figured out what really was going on and unlocked your account, but it is pretty stupid that your account was banned in the first place, and their reasoning is pretty dumb too.

They banned you for giving away sweet tooth, party animal, and drunk point items for free to friends and guildies? They then tried to say you were involved in real money trading because of that? Then you tried explaining to them your reasoning so they responded saying you were hacked? Then you had to explain you weren't hacked and explain your reasoning again?!?!?!?

Way to jump to baseless conclusions and unfairly ban someone. If you give away hundreds of ecto, yea that is suspicious. But giving away sweet tooth points? Really A.Net?

In the end I'm glad they got their heads out of la la land and gave you back your account but it is just asinine that they ended up banning you in the first place...

Black Metal · Oct 07, 2010, 08:48 PM // 20:48

yeah situations like these are mixed bags, and I agree with most of the above. I've only needed Anet support twice: once when one of my chars was stuck in Kaineng City and could not map anywhere else, the other time during the free storage pane fiasco, and both times, support was prompt and curteous.

Fortunately I haven't been falsely banned, but if I was, I'd have a hard time considering it a positive and enjoyable experience after having been presumed guilty and having to prove my innocence.

shoyon456 · Oct 07, 2010, 08:52 PM // 20:52

It was NCSoft support you dealt with.

Chrisworld · Oct 08, 2010, 01:19 AM // 01:19

It's great you got unblocked, very nice of them.

They still need to ease up on the automatic blanket ban/auto ban bullshit. It's actually really annoying to hear about someone getting banned for either giving something away (a minipet, ectos, some plat) or farming one spot too many times and both being legit at the same time.

Johny bravo · Oct 08, 2010, 01:48 AM // 01:48

1. Yes NCsoft not Anet, sorry but you get the idea. Just wanted to show that the support ticket worked in a timely fashion. All I ever see is... I was wrongfully banned for botting and they won't give me my account back. After dealing with them on this issue those "I didn't do it" posts are looking more and more like the person either did what they were accused of or was a complete prick about it in the first place. Biased or not if I had someone coming at me with insults or impolite emails I am sure he wouldn't be at the top of my list to help.

2. I am not sure they were all that off in banning the account to begin with. I had played the game for over 4 years in the U.S. Now all of a sudden, without any notice to them, someone is logging in from China, giving away items. It does looks suspicious.

3. I had to provide a decent amount of information about ownership of the account, I also provided a list a material I had given away and who I gave it to. Fortunately it was my brother, same last name, so it kind of supports my claims.

Killed u man · Oct 08, 2010, 01:25 PM // 13:25

You should reconcider the intire point of posting this thread (which is to thank NCSoft in this case).

I understand you feel greatfull in a way towards NCSoft for taking their time to help you figure your issue out, but you seem to forget they were the ones who put you in such a position in the first place.

Don't get me wrong, I appreciate every case NCSoft support (read the worst support I have ever encountered in my online gameplay experience) manages to close positively. As a matter of fact, NCSoft could definatly use some positive feedback, because from reading on the internet (both here, as other forums, as neutral websites) there isn't a whole lot of it.

But it was a mistake on their part (sounds familiar) that put you there, so all they did was clean up the mistake they made.

From a pure logical point of view, they actually owe you an apology for the 3 days you've wasted trying to fix their errors. But that would be asking too much. Every case where NCSoft support doesn't auto-reply, nor has some idiot who has no clue what GW even is reply, is a miracle on it's own.

Rocky Raccoon · Oct 08, 2010, 01:53 PM // 13:53

Quote:

Originally Posted by Killed u man

You should reconcider the intire point of posting this thread (which is to thank NCSoft in this case).

I understand you feel greatfull in a way towards NCSoft for taking their time to help you figure your issue out, but you seem to forget they were the ones who put you in such a position in the first place.

Don't get me wrong, I appreciate every case NCSoft support (read the worst support I have ever encountered in my online gameplay experience) manages to close positively. As a matter of fact, NCSoft could definatly use some positive feedback, because from reading on the internet (both here, as other forums, as neutral websites) there isn't a whole lot of it.

But it was a mistake on their part (sounds familiar) that put you there, so all they did was clean up the mistake they made.

From a pure logical point of view, they actually owe you an apology for the 3 days you've wasted trying to fix their errors. But that would be asking too much. Every case where NCSoft support doesn't auto-reply, nor has some idiot who has no clue what GW even is reply, is a miracle on it's own.

Perhaps you posted before this was posted, but I think they were justified to at least be suspicious.

"2. I am not sure they were all that off in banning the account to begin with. I had played the game for over 4 years in the U.S. Now all of a sudden, without any notice to them, someone is logging in from China, giving away items. It does looks suspicious."