*Sigh*..I am let down..Poor service by NCsoft - Guild Wars Forums

Dark Fiyon · May 22, 2010, 05:11 PM // 17:11

Hello,

Everyday I log onto GW without any problems, 4 days ago however, I was hacked I know this because a message came up when I tried to Log-In saying this, Although I had many rare items, I was'nt that bothered as I knew I was skilled enough to farm ecto's non-stop again. But In order to get your account re-activated you have to contact support (If your account gets hacked your account is blocked to protect you), I this and contacted NCsoft,
I got a reply which was very helpfull and gave me a few tips and a link to NCsoft's FAQ's about getting hacked, On the FAQ's it says that NCsoft will happily re-activate the account if the owner feels safe, and I do, I removed the virus that key-logged my computer.

Anyway so I e-mailed them a reply asking them to re-activate my account, They replied and asked me to give some information (Accounts age, Whare the account is registered etc.) So I gave them everysingle bit of information and my account username and password.

I got a reply the next day saying "We are sorry we cannot assist you any further"

I did'nt understand, So I e-mailed them back saying this is not fair etc.

I soon got another reply saying that they are going to pass me on to a senior support representative, and he/she would contact me ASAP, That was yesterday morning, And I still have no reply.

I love GW, Thats why I wanted my account back on the 1st day it got hacked, But its been 4 days now and nothing has moved on,

What should I do??

Any tips??

Thanks for reading!

Pleikki · May 22, 2010, 05:21 PM // 17:21

Buy new account or keep waiting

Mr. G · May 22, 2010, 06:03 PM // 18:03

Odd, I recently had the same problem and got it reactivated that night. granted it took about 8 hours, but that's smoking hot for support.

i suppose it's luck of the draw who you get to help you. Like Pleikki said you just gotta wait, be polite and err... wait.

Also its the weekend so that often slows these things down.

mazirix · May 22, 2010, 08:05 PM // 20:05

Took them about two weeks to unblock my primary account when it got hacked. Just wait it out. It isn't going to kill you to not play Guild Wars for a while.

Kumu Honua · May 22, 2010, 08:31 PM // 20:31

You gave them your user name and password? You sure you contacted the real support? They didn't ask for that information did they? They NEVER require that information.

Ariena Najea · May 22, 2010, 08:37 PM // 20:37

Quote:

Originally Posted by Dark Fiyon

Anyway so I e-mailed them a reply asking them to re-activate my account, They replied and asked me to give some information (Accounts age, Whare the account is registered etc.) So I gave them everysingle bit of information and my account username and password.

Official support does not ask for those things. All they generally need are your registered email and keys.

This is the ONLY place you should EVER go for support:
http://us.ncsoft.com/en/support/

Ka Tet · May 22, 2010, 08:52 PM // 20:52

GW support is turtle's pace. I would recommend not investing more money with NCsoft.

Perpetua Gale · May 22, 2010, 08:52 PM // 20:52

I also have had many issues with NCsoft and some of their employees/mods.

I tried to email them and find some kind of balance in the banning of one of my accounts.... to no avail..... it seems LemonCobra is simply a doosh and has no idea what he is doing....

However I do... and I filed a complaint with the Austin TX BBB.... they are the ones who handle complaints against NCsoft in the USA.

After a couple of back and forths of each side stating their position I am pleased to to tell you that I was successful and NCsoft issued me a full refund!
Yipee

It took a little bit of effort but once they realized I was serious about my position the lower level mods were removed from the equation and my complaint was finally heard by a responsible member of the NCsoft staff.

The Better Business Bureau has a very easy to use online complaint form and I found them to be genuine and efficient in supporting consumers.

I suggest bypassing all the low level minions and go straight to the BBB....don't waste your time trying to explain to a mod.... get official and get results.

For those of you who want to get a higher ups attention I am including the contact info for the Customer Service manager for NCSOFT...

[EDIT: That information is not for public consumption. - JR]

Ka Tet · May 22, 2010, 08:59 PM // 20:59

Thank you so much Perpetua, I am scribbling down this contact info as we speak. I actually just filed a BB complaint this afternoon about an ongoing issue. Oddly enough, LemonCobra was/is handling my ticket as well. Coincidence???

Dark Fiyon · May 22, 2010, 09:08 PM // 21:08

Thank you everyone for their responce, I just e-mailed Perpetua's suggestion and hopefully they will get back to me ASAP. And they did'nt ask for my username and password, I gave it to them volentarely to prove I am the owner, Let's hope the Hacker didnt see my heroes weapons o_O

Once again Thanks

Perpetua Gale · May 22, 2010, 09:09 PM // 21:09

Yea.. I also did a search on this LemonCobra person on google and found many many complaints about his ability as a mod... completely unprofessional and immature.... I made sure to include that in my complaint and you should as well.... NCSOFT would do well to get rid of this basement dweller... let him go be a mod at WOW or asteroids or something...

Bob Slydell · May 22, 2010, 11:17 PM // 23:17

NCSoft is just as unprofessional for hiring him, letting him keep his job and ignoring people who compalin about him. Hope he loses his job at ncsoft, he's probably responsible for a lot of innocent lost accounts that never got restored as well. His unprofessionalness should land his ass back into searching for a place to work.

Perpetua Gale · May 22, 2010, 11:42 PM // 23:42

I definitely agree BOB.... he has a baby epeen that needs some serious pump action....
I would almost bet that if people contacted the CS manager whose contact info I posted above let her know then WE can make a difference...

What would your boss do if they received 100's of complaints daily about your rude and unprofessional behavior? I am guessing she is gonna get pissed off and realize the waste of her time in addressing these issues and determine it is better to boot ya than spend valuable time cleaning your mess.

It especially pisses me off that he is acting in this manner with many many games...not just us GW players...

Zoinks!
http://vault.ign.com/screenshots/?ss=137&page=1
Have you ever seen a bigger doosh?!

NCSoft is just as unprofessional for him

I don't know about this part Bob....While most of the issues I have had he has always been involved in. I think those above him have no idea of what is going on.. as he stops it from reaching their ears/eyes.

Look at the vault link I posted.... do you think this is someone who should have control over your investment of time and money?????!!!!

A low level mod for a video game??

Does anyone believe he has the right or legal authority to tamper with your account??

I can't feel any way but that, considering the action Sandy took when presented with the facts of my situation. I only wish I had known her long ago.

Anyhow I digress...
The contact info for Sandy the CS manager for NCsoft in the USA is listed. She is proficient in what she does and I am glad that we ALL have an effective route in resolving game account issues!

Dark Fiyon · May 23, 2010, 08:44 AM // 08:44

I still have not heard back from your suggetion, Is it because it's the weekend??

Perpetua Gale · May 23, 2010, 09:16 PM // 21:16

Yea I am pretty sure she does not work on the weekend..... nor do most staff I am guessing....

I have never received any response during the weekend or USA holidays.
I would give it a couple days.... but of course I would start a claim with the BBB as well.... just to make it official and put a fire under their butts.

Even though I ended up with a positive result, it did take a couple weeks. Of course at that time I didn't have a direct line to the manager.

Bob Slydell · May 23, 2010, 09:28 PM // 21:28

Quote:

Originally Posted by Perpetua Gale

http://vault.ign.com/screenshots/?ss=137&page=1
Have you ever seen a bigger doosh?!

Haha.
The look on his face:
"I am better than you and you can't do anything about it."

Iuris · May 24, 2010, 06:17 AM // 06:17

Quote:

We are sorry we cannot assist you any further

This bit has me wondering. Perhaps it's not an issue of response time, weekends and so on - perhaps it's actually a case of NC and Anet already having reached the decision that they don't believe the OP. Who knows what data the other side provided to Anet...

Kamatsu · May 24, 2010, 07:53 AM // 07:53

Seeing as this is a Fansite and we have no ability to actually do anything regarding GW support or how long it takes or re-activating accounts, etc - I'm going to close this thread.

If you really wish to discuss the matter further, try contacting Gaile Gray on her Support Issue's Wiki page: http://wiki.guildwars.com/wiki/Feedb...Support_Issues

Thread Closed.

May 22, 2010, 05:11 PM // 17:11	#1
Dark Fiyon Ascalonian Squire Join Date: May 2010 Guild: Mortals Of Omniscient Night Profession: A/Mo	Sigh..I am let down..Poor service by NCsoft Hello, Everyday I log onto GW without any problems, 4 days ago however, I was hacked I know this because a message came up when I tried to Log-In saying this, Although I had many rare items, I was'nt that bothered as I knew I was skilled enough to farm ecto's non-stop again. But In order to get your account re-activated you have to contact support (If your account gets hacked your account is blocked to protect you), I this and contacted NCsoft, I got a reply which was very helpfull and gave me a few tips and a link to NCsoft's FAQ's about getting hacked, On the FAQ's it says that NCsoft will happily re-activate the account if the owner feels safe, and I do, I removed the virus that key-logged my computer. Anyway so I e-mailed them a reply asking them to re-activate my account, They replied and asked me to give some information (Accounts age, Whare the account is registered etc.) So I gave them everysingle bit of information and my account username and password. I got a reply the next day saying "We are sorry we cannot assist you any further" I did'nt understand, So I e-mailed them back saying this is not fair etc. I soon got another reply saying that they are going to pass me on to a senior support representative, and he/she would contact me ASAP, That was yesterday morning, And I still have no reply. I love GW, Thats why I wanted my account back on the 1st day it got hacked, But its been 4 days now and nothing has moved on, What should I do?? Any tips?? Thanks for reading!

May 22, 2010, 05:21 PM // 17:21	#2
Pleikki WTB q8 15^50 Weapons! Join Date: Nov 2006 Guild: ???oo ???ugs ???lan [?????????]	Buy new account or keep waiting __________________ -->My Buy Thread!<--

May 22, 2010, 11:42 PM // 23:42	#13
Perpetua Gale Ascalonian Squire Join Date: Apr 2005	I definitely agree BOB.... he has a baby epeen that needs some serious pump action.... I would almost bet that if people contacted the CS manager whose contact info I posted above let her know then WE can make a difference... What would your boss do if they received 100's of complaints daily about your rude and unprofessional behavior? I am guessing she is gonna get pissed off and realize the waste of her time in addressing these issues and determine it is better to boot ya than spend valuable time cleaning your mess. It especially pisses me off that he is acting in this manner with many many games...not just us GW players... Zoinks! http://vault.ign.com/screenshots/?ss=137&page=1 Have you ever seen a bigger doosh?! NCSoft is just as unprofessional for him I don't know about this part Bob....While most of the issues I have had he has always been involved in. I think those above him have no idea of what is going on.. as he stops it from reaching their ears/eyes. Look at the vault link I posted.... do you think this is someone who should have control over your investment of time and money?????!!!! A low level mod for a video game?? Does anyone believe he has the right or legal authority to tamper with your account?? I can't feel any way but that, considering the action Sandy took when presented with the facts of my situation. I only wish I had known her long ago. Anyhow I digress... The contact info for Sandy the CS manager for NCsoft in the USA is listed. She is proficient in what she does and I am glad that we ALL have an effective route in resolving game account issues! Last edited by Perpetua Gale; May 23, 2010 at 12:01 AM // 00:01..

May 24, 2010, 07:53 AM // 07:53	#18
Kamatsu Moderator Join Date: May 2005 Location: Australia	Seeing as this is a Fansite and we have no ability to actually do anything regarding GW support or how long it takes or re-activating accounts, etc - I'm going to close this thread. If you really wish to discuss the matter further, try contacting Gaile Gray on her Support Issue's Wiki page: http://wiki.guildwars.com/wiki/Feedb...Support_Issues Thread Closed. __________________ Have a moderation related issue or just want to chat? Send me a PM

May 22, 2010, 06:03 PM // 18:03	#3
Mr. G Desert Nomad Join Date: Jul 2006 Location: S. Wales Profession: Mo/Me	Odd, I recently had the same problem and got it reactivated that night. granted it took about 8 hours, but that's smoking hot for support. i suppose it's luck of the draw who you get to help you. Like Pleikki said you just gotta wait, be polite and err... wait. Also its the weekend so that often slows these things down.

May 22, 2010, 08:05 PM // 20:05	#4
mazirix Academy Page Join Date: Jan 2007 Guild: Too Legit For You [GTFO] Profession: W/	Took them about two weeks to unblock my primary account when it got hacked. Just wait it out. It isn't going to kill you to not play Guild Wars for a while.

May 22, 2010, 08:31 PM // 20:31	#5
Kumu Honua Jungle Guide Join Date: Feb 2008	You gave them your user name and password? You sure you contacted the real support? They didn't ask for that information did they? They NEVER require that information.

May 22, 2010, 08:52 PM // 20:52	#7
Ka Tet Krytan Explorer Join Date: Nov 2006 Guild: Pita Bread And Scud Missiles Ai[iiii]	GW support is turtle's pace. I would recommend not investing more money with NCsoft.

May 22, 2010, 08:59 PM // 20:59	#9
Ka Tet Krytan Explorer Join Date: Nov 2006 Guild: Pita Bread And Scud Missiles Ai[iiii]	Thank you so much Perpetua, I am scribbling down this contact info as we speak. I actually just filed a BB complaint this afternoon about an ongoing issue. Oddly enough, LemonCobra was/is handling my ticket as well. Coincidence???

May 22, 2010, 09:08 PM // 21:08	#10
Dark Fiyon Ascalonian Squire Join Date: May 2010 Guild: Mortals Of Omniscient Night Profession: A/Mo	Thank you everyone for their responce, I just e-mailed Perpetua's suggestion and hopefully they will get back to me ASAP. And they did'nt ask for my username and password, I gave it to them volentarely to prove I am the owner, Let's hope the Hacker didnt see my heroes weapons o_O Once again Thanks

May 22, 2010, 09:09 PM // 21:09	#11
Perpetua Gale Ascalonian Squire Join Date: Apr 2005	Yea.. I also did a search on this LemonCobra person on google and found many many complaints about his ability as a mod... completely unprofessional and immature.... I made sure to include that in my complaint and you should as well.... NCSOFT would do well to get rid of this basement dweller... let him go be a mod at WOW or asteroids or something...

May 22, 2010, 11:17 PM // 23:17	#12
Bob Slydell Forge Runner Join Date: Jan 2007	NCSoft is just as unprofessional for hiring him, letting him keep his job and ignoring people who compalin about him. Hope he loses his job at ncsoft, he's probably responsible for a lot of innocent lost accounts that never got restored as well. His unprofessionalness should land his ass back into searching for a place to work.

May 23, 2010, 08:44 AM // 08:44	#14
Dark Fiyon Ascalonian Squire Join Date: May 2010 Guild: Mortals Of Omniscient Night Profession: A/Mo	I still have not heard back from your suggetion, Is it because it's the weekend??

May 23, 2010, 09:16 PM // 21:16	#15
Perpetua Gale Ascalonian Squire Join Date: Apr 2005	Yea I am pretty sure she does not work on the weekend..... nor do most staff I am guessing.... I have never received any response during the weekend or USA holidays. I would give it a couple days.... but of course I would start a claim with the BBB as well.... just to make it official and put a fire under their butts. Even though I ended up with a positive result, it did take a couple weeks. Of course at that time I didn't have a direct line to the manager.