Curse

Loviatar · Sep 22, 2007, 12:40 AM // 00:40

Quote:

Originally Posted by Jwh6913

I really hope that anet goes with a different distributor for GW2 that actually can offer better support overall.

that must be a joke.

NCsoft OWNS Anet lock, stock, and barrel.

they also own GW1, GW2, ETC

Amon Warrior · Sep 22, 2007, 02:31 AM // 02:31

Quote:

Originally Posted by Loviatar

NCsoft OWNS Anet lock, stock, and barrel.

Yes. And when it comes to support that is a real tragedy...

Dark Savior · Sep 22, 2007, 02:44 AM // 02:44

Does PlayNC own the rights to the series? i know that they are going to have them do that. I didn't know that they had all legal rights. Yes, but like most company's PlayNC probably outsources it's company. I know that is what about 95% of the company's do. all the way from Microsoft, down to Microstar.

I'm not saying that they are the worst customer service I've ever dealt with. I'm not saying I hate them. I'm merely poinint out some of their flaws in which can help a company grow. I know that If I was doing something wrong then I would want to know about it this way I can improve in my job.

I actually got my answer to my question from one of the posts here. They said that it couldn't be done. Now, I just feel like it's pointless for them to even ask for all my manual's and all my access keys if they can't do anything. Why can't they just type up a template that states "I apologize for the long wait. In the issue regarding your account. Once a guild wars account has been linked to a PlayNC account then there is nothing we can do" etc.

They send us to all these fan sites where they have people such as MODS and other nice people do the work for them.....who here see's this as a way to divert the attention away from their own customer service? or their in-ability to help someone.

If I sent someone to a fan site....i would get fired right there on the spot. They say don't go to fansites for the reason that they may contain virus' well they do. I've seen many a sites that contain virus' and they are 'fan sites'. Not for guild wars, but for other games. I'm sure that they are out there.

I see that I'm not the only one who is disappointed in the customer service. I just want it to change......and not be sent to Guru...or Any of these other sites. I want an answer from PlayNC and one that I know is the correct one.

Fitz Rinley · Sep 22, 2007, 04:42 AM // 04:42

Quote:

Originally Posted by Dark Savior

...and not be sent to Guru...or Any of these other sites. I want an answer from PlayNC and one that I know is the correct one.

That is a Main Point that is compeltely missed by NC Soft/ANet/GW. If you ask ANet they either buck you up to NC Soft or tell you they can't monitor input from fans - but go to the Forums where they monitor input from fans (

). Or they send you three days of templates asking you to put information in your message that is already there, and then thanking you for the last three days of repeating the already complete message. And my favorite is when you point out 100 to 150 bots streaming in and out of Altrumm or the Citadel at such and such a time on such and such a date - they want a complete list of the names of all those bots, and do you have 8x10 color photos with circles and arrows drawn on each one (Yes, I listen to Arlo Guthrie). And it is not like they dont have reccord or that they can't bop in and look when the report is updated every day and nothing has changed. So, in the face of all they cannot do - Guru and its moderators are supposed to have all the power in the universe to deal with it. If you bring it up at a Forum the responses are: 1. How dare you find any fault whatsoever with the GW Gods! or 2. Have you contacted support?

(However, I can say the tech guys here at Guru are much more knowledgeable about just about anything you have questions on - even if they can't give you the answer you specifically need, they are quite good and can point you in that direction.)

Sha Noran · Sep 22, 2007, 05:55 AM // 05:55

Lol, no, the best part of them sending you to forums is that they don't even have their own, official boards. I think I would much prefer them skipping to the point and telling me to f*** off than having them trick me into thinking I'd get help at some unofficial forums where the first three replies will be people calling me a whiner and/or insulting my grammar, and the fourth will be an admin locking it and telling me to use search next time, as there are already posts on the topic.

FelixCarter · Sep 22, 2007, 07:59 AM // 07:59

Quote:

Originally Posted by Sha Noran

Lol, no, the best part of them sending you to forums is that they don't even have their own, official boards. I think I would much prefer them skipping to the point and telling me to f*** off than having them trick me into thinking I'd get help at some unofficial forums where the first three replies will be people calling me a whiner and/or insulting my grammar, and the fourth will be an admin locking it and telling me to use search next time, as there are already posts on the topic.

It's sad... But I laughed real hard because it's true.

I've had friends get that response from them alot. After a while, one of my friends was like, "Oh, stop telling me to make threads that will get locked and just tell me to go screw myself!"

Lol.

I sent in a ticket a couple years ago and got a response from them in a couple days (From the day I sent it in... Not recently lol.).

It wasn't a "omg please hurry and fix this" so I thought nothing of it. I assumed they were taking care of matters that required attention a.s.a.p... In the end, they managed to fix up my account well and good. Granted, it wasn't something that was a huge problem.

I'll say that PlayNC does need some fixes, but their customer service is not as bad as Cricket.

>.>

I went there.

Mineria · Sep 23, 2007, 01:01 AM // 01:01

Only had good experience with PlayNC customer support concerning Guild Wars.
All where personal, no templates.
Maybe I'm just lucky.

Hacked accounts, bot reports and other more serious things are not solved fast, simply because their is a bit more work related to it.
I think they will tell you that they are working on the issue, correct?
At that point they are working on the issue, but it takes time to track and trace. And they are always checking for additional things, if they can catch 3 flies in the same hit, they are better of, then just taking care of the reported issue itself.
In online games like GW, several things can be related to each other, and they are making sure of checking through those relations.

PS. It happens that more then one support employee is looking at an issue, so sometimes you are asked about the same thing twice in a row.
Might be they need to work a bit on the internal part of their support software.

VitisVinifera · Sep 23, 2007, 01:11 AM // 01:11

Quote:

Originally Posted by Sha Noran

Lol, no, the best part of them sending you to forums is that they don't even have their own, official boards. I think I would much prefer them skipping to the point and telling me to f*** off than having them trick me into thinking I'd get help at some unofficial forums where the first three replies will be people calling me a whiner and/or insulting my grammar, and the fourth will be an admin locking it and telling me to use search next time, as there are already posts on the topic.

I lol'ed too. That's the sad truth. Screwed from both sides (figuratively speaking, of course)

TheRaven · Sep 23, 2007, 01:25 AM // 01:25

Well, I think the situation with CATS account is disgusting. The hacker is still signed onto her account even now and I remember that she posted that she was travelling out of town this weekend so did not have time to deal with it anymore.

They should have at least locked down the account by now so that no one could access it.

Cats · Sep 23, 2007, 02:48 AM // 02:48

UPDATE: I got my acc back today. The toons are thankfully safe, but all naked and no money with most items taken (esp mini pets). Apparently the hackers had put me in their guild so I have their in-game names now. They must've expected Anet to take a longer time. Below is evidence:

Me in control of my toon again, finally. In that weird guild.

I'm willing to bet some of those names on their invite list are stolen accs.

btw for those who think it's impossible to change your email. Apparently it isn't.

I've sent the screens to Anet, hopefully they'll be able to take down these two.

And ya, I'm travelling out of town end of today. So I'm glad to have this resolved already. Can't help but thinking the ruckus on here helped Anet speed things up, so thank you all who contributed, and thank you Anet.

FelixCarter · Sep 23, 2007, 03:01 AM // 03:01

Despite how happy I am for you, Cats, you can't post those names on Guru. The mods will eat you alive.

Sorry to hear about all your characters.

As for changing your email, I also did it not too long ago.
As long as you don't link your account to PlayNC, you can change it. Once you're linked, your account is forever locked.

Brianna · Sep 23, 2007, 03:05 AM // 03:05

Quote:

Originally Posted by Cats

UPDATE: I got my acc back today. The toons are thankfully safe, but all naked and no money with most items taken (esp mini pets). Apparently the hackers had put me in their guild so I have their in-game names now. They must've expected Anet to take a longer time. Below is evidence:

Me in control of my toon again, finally. In that weird guild.

I'm willing to bet some of those names on their invite list are stolen accs.

btw for those who think it's impossible to change your email. Apparently it isn't.

I've sent the screens to Anet, hopefully they'll be able to take down these two.

And ya, I'm travelling out of town end of today. So I'm glad to have this resolved already. Can't help but thinking the ruckus on here helped Anet speed things up, so thank you all who contributed, and thank you Anet.

Well I'll be damned.. those son of a B's. I'm saving those screenshots before they're removed, and last but not least, CONGRATS~! Thankfully your chars are still in tact, armorless or not, Armor can be replaced, the hours, sentimental value (If any), titles, and all that on a char is more of a pain to regain.

Aera Lure · Sep 23, 2007, 03:06 AM // 03:06

Glad things were finally resolved Cats. Wish you had the items though, but at least the characters are there.

TheRaven · Sep 23, 2007, 03:26 AM // 03:26

Congrats CAT!!! I'm so glad that was you online tonight and not the hacker. I also hope to see those guild officers banned real soon!

lakatz · Sep 23, 2007, 03:46 AM // 03:46

A window just popped up while I was reading that Cats got her account back that told me my AV definitions are now updated. I had to laugh.

There's a lot of history in that guild and definitely a lot of information in those screenshots for NCSoft to go hunting. I don't know if it's enough to catch the baddies though.

Congratulations Cats. I'm very happy for you. And I'm happy for the people who learned a lesson tonight about making accusations (thinly veiled or not).

Cats · Sep 23, 2007, 04:40 AM // 04:40

Quote:

Originally Posted by FelixCarter

Despite how happy I am for you, Cats, you can't post those names on Guru. The mods will eat you alive.

Well ok, I'll take full responsibility. Will respect the mods' decision if they choose to remove the screens, but personally think they'll be helpful in giving others insight into how hackers operate, in case someone recognizes a victim on that list, and to take heed around those two individuals. tbh I'm guessing those two they're using are second accounts or other stolen accounts - at least I don't recognize those two names. But the similarities I can draw between these two and the suspects that we came up with are pretty close. Either way I'm not gonna name the other two to anyone till I have stronger evidence to back it up, so don't PM me to ask.

gone · Sep 23, 2007, 05:11 AM // 05:11

Quote:

Despite how happy I am for you, Cats, you can't post those names on Guru. The mods will eat you alive.

It's that type of double standard that kills a forum.

I seem to remember a certain member smear another certain member with in-game pix (the duper[s]) name NOT removed and all. I didn't even hear a hiccup, or see a mod take action. So. yea.

Master Ketsu · Sep 23, 2007, 06:11 AM // 06:11

The OP speaks the truth. I too work in customer service/tech support and I know for a fact that if their is anything out their that meets the criteria for earning a pissed off customer it is obviously scripted responses that are unhelpful and ignore the real root of the problem presented.

NC support uses the same system as Steam ( half life/counter strike ) support, which has the same problems.

In my experience with Play NC I was once asked to "provide a screenshot of the incident" in an obviously canned response...and you may think to yourself "whats wrong with asking for a screenshot ?". Simple, I included 5 screenshots in my original post, all depicting the incident. and I was offered no explanation that explained whether they just simply didnt notice the 5 attachments, or if they were somehow invalid.

At my job, if any of us pulled that kind of crap on a customer we would be fired instantly, and rightly so. In Play NC's case that kind of crap is apparently not only allowed, but it seems to be their policy.

Theirs nothing wrong with "Bash Play NC support" threads like this. Play NC support is trash and deserves to be complained about, otherwise Anet will not know it needs to be fixed. Its true that they occasionally resolve issues, but its often either a very simple issue that was an ID-ten-T error to begin with or it isnt resolved nearly as fast as it could have been, after the main blow of the damage has already been dealt.

Achilles Antony · Sep 23, 2007, 07:08 AM // 07:08

Well, Cats, I'm really glad you got this resolved... and that your characters are still there. It's a real shame you lost everything you had, but at least the characters are there. As I said in another thread on this subject... if this had happened to me and I got my account back with no characters, I woulda quit GW on the spot. You can't replace the time you've spent on your characters over the last few years, as far as titles and campaign completion go, so at least that worked out. Now, to get everything you lost back. I'm sure you'll be able to do it, even if it is a bit of an annoyance. Good luck!

P.S. If you need any help with anything, please do not hesitate to message me in game. I'd be willing to give you a hand with farming any items you may have lost due to those idiots, or any other help you may need (armor materials, etc). My IGN is Darian Lowther.

Despozblehero · Sep 23, 2007, 09:24 AM // 09:24

Gratz on acct being returned sucks items are lost and time it took to deal with it good thing all the characters are there though.