Ideas for support situation? - Guild Wars Forums

Borat_Best_Player · Aug 23, 2009, 05:09 PM // 17:09

Before you go: "settle it with support" on my a$$, please read thread first.

***************LONG STORY***************** (Skip to bottom for tl;dr)

Few months ago (4-5), I got permanently banned for hacking Guild Wars. Long story short, all my appeals got denied by the same GM. However, this GM became offensive after a while, using sentences such as: "You will NEVER get unbanned, you will NEVER play on your acount again".

So I pretty much needed support for the support. (As support would not help, but rather make fun of my situation) ANY ticket I sent regarding this GM clearly going way out of his league, gues what, ended up with that same GM. I only once got a reply, going like following: "Stop sending emails".

Thus, I decided to let this hopeless situation rest. (What can U do if the police are corrupt? Exactly...) 3 Months later, I send in another email. Once again explaining how I got wrongfully banned for hacking. (Seriously, I wouldn't know where to start hacking a Server/Client based game)

This time, I had more luck, as the ticket ended up with another GM. However, the previous GM (The one I initially had) put some sort of lock on my contact email, which pretty much lets all other GM's know "not to communicate" with me.

So right now, 5 Months after I got banned for Guild Wars, I'm stuck with a support mislead by a corrupt GM, a still banned acount, and no way of contacting support and sorting this out. (The only replies I get are: Your acount is permanently banned, and further tickets may not be replied to)

Before you go: "Let it go, play a different game/buy another acount" on me:

I did buy a second PvP only acount for GW.

This doesn't change the fact that:

1) I got banned for doing absolutely nothing wrong, and I will not let this kind of corruptness take place. (I'm a vigilante, go me -But you get the point-)
2) I payed over 150 euro's for the acount.
3) I invested over 15.000 hours on the acount
4) I lost all my rights and privileges I was working on for GW2. (HoM pretty much)
************************************************** *****

Short story:

I wrongfully got banned, but the same GM who banned me (and thus is biased) took matters into his own hands, and cut me off from having any support at all. Thus, there is nothing I can do about this situation.

So is there anyone in a similar situation, or has been? Does anyone have any ideas on what last options I still have? I do not plan on giving up. (I don't deserve to be banned, why should I give up?)

Konker2020 · Aug 23, 2009, 05:39 PM // 17:39

If all else fails, phone them, a friend of mine was banned back in the early days because he went into Alliance Battles against a team of GMs and wiped them repetitively by himself using 3 copies of meteor shower and a lot of degen. It was a permanent ban for using outside programming as they claimed, and he had the same issue as you have, he got cut off by the same GM that banned him. He phoned, explained his situation, within 24 hours they e-mailed him with a letter of apology and unbanned him, no compensation though. Good luck to you.

Borat_Best_Player · Aug 23, 2009, 06:10 PM // 18:10

I have'nt extensivly searched for a phone number, but I atleast found out NCsoft is doing the very best they can in avoiding people to contact them through phone.

Can someone direct me to the page with the Phone Numbers? (I'm from Europe, Belgium) I tried looking in support, legal, bla bla. Can't find any Phone number...

Bob Slydell · Aug 23, 2009, 06:35 PM // 18:35

Quote:

Originally Posted by Konker2020

If all else fails, phone them, a friend of mine was banned back in the early days because he went into Alliance Battles against a team of GMs and wiped them repetitively by himself using 3 copies of meteor shower and a lot of degen. It was a permanent ban for using outside programming as they claimed, and he had the same issue as you have, he got cut off by the same GM that banned him. He phoned, explained his situation, within 24 hours they e-mailed him with a letter of apology and unbanned him, no compensation though. Good luck to you.

I'd go with Konker on this one. They are going to assume you are an ass over text on the internet, but if you talk with them in real life through the phone I bet you can help your situation out a lot better.

So you got banned for hacking when you didn't, and the GM is saying he dosen't want to help anymore, that falls into the category of how they can close accounts for any reason at any time and may not be questioned about it, which I think is bullshit and everytime something like this happens it just hurts their reputation as a company even more. Each time someone gets banned for no reason thats one less player who will buy GW2, they are losing money hard in the long run.

Konker2020 · Aug 23, 2009, 06:38 PM // 18:38

Quote:

Phone Support
We offer telephone support for billing and technical support issues only. You may contact a member of our Billing or Technical Support Teams by calling the number below. We do not offer telephone support for general game support issues. Any calls regarding game support will be directed to use one of the available support methods listed in the Game Support section.

1-512-225-6359
Mon-Fri
12pm to 5pm, Central

Unfortunately the only phone number they provide is for US, but you should be able to get through, I have and I live in Canada... best of luck to you.

Borat_Best_Player · Aug 23, 2009, 06:46 PM // 18:46

Thanks for the supplied Phone Number and aid.

Good to hear your friend got unbanned, gets my hopes up again...

Ghengis Kwell · Aug 23, 2009, 06:50 PM // 18:50

You paid €150 for an account?? I am not up to date on currency but sounds like you bought an account off someone thus breaking the EULA and getting a ban for that anyway regardless of hacking accusations . I would tread very carefully before declaring that someone doing their job was corrupt , to me that suggest payments/blackmail on the GMs part , I see no evidence of this in your post .

Swahnee · Aug 23, 2009, 06:51 PM // 18:51

I found this searching with google (search key: arenanet telephone number, 3rd result):

http://www.jigsaw.com/id379388/arenanet_company.xhtml

the mailing address is correct, so i think the phone number is correct too, but i can't be sure of this

I quickly checked the forum rules, and i didn't find anything wrong with posting this link. If this is wrong for some reason, mods should feel free to delete it.

EDIT: 4 new posts while i was writing O.o..hope my answer helps you too

Die You Infidel · Aug 23, 2009, 06:54 PM // 18:54

Quote:

Originally Posted by Ghengis Kwell

You paid ???150 for an account?? I am not up to date on currency but sounds like you bought an account off someone thus breaking the EULA and getting a ban for that anyway regardless of hacking accusations . I would tread very carefully before declaring that someone doing their job was corrupt , to me that suggest payments/blackmail on the GMs part , I see no evidence of this in your post .

probably summing up the 3 campaigns and expansion

Borat_Best_Player · Aug 23, 2009, 07:15 PM // 19:15

Quote:

Originally Posted by Ghengis Kwell

You paid ???150 for an account?? I am not up to date on currency but sounds like you bought an account off someone thus breaking the EULA and getting a ban for that anyway regardless of hacking accusations . I would tread very carefully before declaring that someone doing their job was corrupt , to me that suggest payments/blackmail on the GMs part , I see no evidence of this in your post .

Corrupt might not be the correct word. (I don't know the exact word)

Either way, I didn't deserve to be banned, and he refuses any kind of communication. This is not how a support should behave...

Also, I'm not one of those guys which you can scrape the hypocricy of from. I did not buy an illegal version, only to afterwards complain about an underserved ban for hacking.

I have all 3 boxes here, as well as the reciets. And 150 euro was just a gues, but if you want the reasoning behind it:

Prophecies: +-50 euros (Got it the day it came out)
Nightfall: +-40 euros
Factions: +-35 euros (It was cheaper than NF)
EoTN: 10 Euro (Or 15, I bought it online)
BMP: 10 Euro (or was it 15?)

x sithis x · Aug 23, 2009, 08:04 PM // 20:04

ummm may i ask do you know what the supposed hack was?

and yeah i would call ha ha

that would piss me off sooooo bad if that happened to me ha ha

Borat_Best_Player · Aug 23, 2009, 08:24 PM // 20:24

Remember tough, I never got a reply as to why or what I hacked, and what proof there was? This was obviously one of my first questions I asked. But instead, I kept getting replies such as: "You will NEVER play on this acount again" (As in, he was really mocking me -Or atleast I had that feeling-)

And I left out ALOT of stuff which would clear up some stuff.

In one email, I asked WHAT proof there was of me hacking. (And then I ended with: There simply is no proof. I'm getting something pinned on me which I have no business with, and you have no proof whatsoever to back it up".
Then the next reply I got was: "Well, you also kinda got banned for offensive names", even tough I did not make an offensive name at the time of the ban. (I had been temporarily banned before)

As I said, highly suspicious actions...

EDIT: Not anwsering more questions regarding the issue in question as to avoid a lock. I am still looking for people who have had similar experiences, and who are willing to give me some information as to what I can do.

Nerel · Aug 23, 2009, 08:46 PM // 20:46

Without knowing the details of what Support have claimed your wrong doing was, nor what evidence they claim to have, I could only suggest you seek clarification of the issue... is it possible that your account was hacked or hijacked and someone else is responsible for the offensive character name and hacking?

Anyway, as others have said, find a better way to contact NCsoft directly, you probably should have asked to be put in touch with the GM's supervisor/manager if you felt he was being belligerent or otherwise treating your case unfairly.

My personal experience with NCsoft support is that they may be quite slow at times (when they get particularly busy) but so long as you are polite and respectful, carefully explaining your issue, they tend to get things sorted out in an efficient manner, and are polite and courteous back. Maybe you just got a bad GM, who knows.

Poke around the NCsoft site looking for contact details, an email address for a more senior support person perhaps, if the phone number someone has found for you doesn't pan out. Or maybe go to the official wiki, jump on to Gaile Gray's talk page, and contact her directly, asking her to look into the matter for you.

Edit... http://wiki.guildwars.com/wiki/User_...Support_Issues

Gaile Gray's support talk page, complete with a phone number for contacting support if you choose not to message Gaile and discuss the matter with her.

Age · Aug 23, 2009, 08:47 PM // 20:47

I would write them letter explaining this first and address it to one of the senior design team members eg ceo or maybe to Gail Gray herself.She use to take care of things like this even in pm.

That phone number is world wide it is only toll free number that would only be for certian area.

Arduin · Aug 23, 2009, 08:58 PM // 20:58

If you think you are in the right, contact Gaile.

http://wiki.guildwars.com/wiki/User_...Support_Issues

Borat_Best_Player · Aug 23, 2009, 09:01 PM // 21:01

Thanks for that info. Yeah, it might be possible someone hacked me, and used the acount for hacking. That seems VERY UNLIKELY, tough because I didn't during any time at my game play suspected someone else on my acount. (Nothing got stolen, no acounts deleted, etc)

Right now, I'm planning on giving them a personal call. I just had a friend said Arenet (NCSOFT) had an office in the UK (London), anyone know about this? -I seriously can not find any phone numbers on the NCSoft website-

I also tried to stay as polite as possible, but I must admit I got quite annoyed at times. Tough, I never insulted him directly. It has been dragging on for almost haf a year... How much patience must one really have?

Anyways, first thing on my list: Give them a call tomorrow.
Then I'll try to contact Gaile and the Higher GM's. I already ASKED to be redirected to another GM, tough, but the initial GM always prevents the mails from going anywhere...

xron · Aug 23, 2009, 10:15 PM // 22:15

Europe / NCsoft West Europeeu.plaync.com/eu/help/
Fifth Floor, Mocatta House, Trafalgar Place, Brighton BN1 4DU, United Kingdom
+44-0-1273-872000

That's off the NCsoft website as the customer service details for Europe... might work.

Bob Slydell · Aug 23, 2009, 10:54 PM // 22:54

From what you told us, I'm afraid to even contact support if I ever have a problem. Looks like they need to do some checks on their employees and clean up the unprofessional-ness. The GM you keep getting needs to be investigated and some of the words you said he said like "kinda" and using all capitals like "you will NEVER play on the account again" are just plain unprofessional and not good for business.

If you don't get this straightened out and they refuse to do anything, well... I dunno.. release all the emails out on the internet and let people see how they treat customers.

Borat_Best_Player · Aug 23, 2009, 11:24 PM // 23:24

Ok, I again need to clearify things up: (I'm going to keep updating this thread for more idea's/contact info)

I've had plenty encounters with support (For my previous name bans), and whereas I'm pretty sure everyone will agree, they're quite slow, in general they are pretty nice. Don't let this refrain you from using support, as in overal, this is just a rotten appel in my experiences. (But concidering it's a perm ban, it's one hell of an appel)

He NEVER used the word kinda, I used it to stress the "I don't care" attitude I got replied with. As if it wasn't bad enough I got perm banned for hacking which I didn't do, when I had "proven" I couldn't have gotten banned for hacking, he simply said: "Well, then I ban you for offensive names".

He also didn't capitalize the never, tough the sentence itself is a direct quote. (Copy paste)

I capitalized those to show the extensive use of the word never. (He used it 3 times in 2 sentences) It's not like I'm recieving emails from a 12 year old or something. The problem is more underlying: I'm a customer who got mistreated/judged, but instead of getting supported, the initial guy who mistreated me is doing everything he can to prevent me from contacting anyone else, and clearly enjoying it while he's doing it...

Don't let this refrain you from using support tough, all the other GM's I've contacted with are very friendly and helpfull. (Tough sometimes a bit clueless)

Borat_Best_Player · Aug 25, 2009, 05:23 PM // 17:23

http://wiki.guildwars.com/wiki/User_...Support_Issues

How exactly do I "message" Gaile Gray? I've created an acount and looking around on the sound, but I'm not exactly sure what I'm supposed to do. (How do I get personal contact?)

Aug 23, 2009, 05:09 PM // 17:09	#1
Borat_Best_Player Academy Page Join Date: Aug 2009	Ideas for support situation? Before you go: "settle it with support" on my a$$, please read thread first. *************LONG STORY************* (Skip to bottom for tl;dr) Few months ago (4-5), I got permanently banned for hacking Guild Wars. Long story short, all my appeals got denied by the same GM. However, this GM became offensive after a while, using sentences such as: "You will NEVER get unbanned, you will NEVER play on your acount again". So I pretty much needed support for the support. (As support would not help, but rather make fun of my situation) ANY ticket I sent regarding this GM clearly going way out of his league, gues what, ended up with that same GM. I only once got a reply, going like following: "Stop sending emails". Thus, I decided to let this hopeless situation rest. (What can U do if the police are corrupt? Exactly...) 3 Months later, I send in another email. Once again explaining how I got wrongfully banned for hacking. (Seriously, I wouldn't know where to start hacking a Server/Client based game) This time, I had more luck, as the ticket ended up with another GM. However, the previous GM (The one I initially had) put some sort of lock on my contact email, which pretty much lets all other GM's know "not to communicate" with me. So right now, 5 Months after I got banned for Guild Wars, I'm stuck with a support mislead by a corrupt GM, a still banned acount, and no way of contacting support and sorting this out. (The only replies I get are: Your acount is permanently banned, and further tickets may not be replied to) Before you go: "Let it go, play a different game/buy another acount" on me: I did buy a second PvP only acount for GW. This doesn't change the fact that: 1) I got banned for doing absolutely nothing wrong, and I will not let this kind of corruptness take place. (I'm a vigilante, go me -But you get the point-) 2) I payed over 150 euro's for the acount. 3) I invested over 15.000 hours on the acount 4) I lost all my rights and privileges I was working on for GW2. (HoM pretty much) ********************************************** *** Short story: I wrongfully got banned, but the same GM who banned me (and thus is biased) took matters into his own hands, and cut me off from having any support at all. Thus, there is nothing I can do about this situation. So is there anyone in a similar situation, or has been? Does anyone have any ideas on what last options I still have? I do not plan on giving up. (I don't deserve to be banned, why should I give up?)

Aug 23, 2009, 08:24 PM // 20:24	#12
Borat_Best_Player Academy Page Join Date: Aug 2009	Remember tough, I never got a reply as to why or what I hacked, and what proof there was? This was obviously one of my first questions I asked. But instead, I kept getting replies such as: "You will NEVER play on this acount again" (As in, he was really mocking me -Or atleast I had that feeling-) And I left out ALOT of stuff which would clear up some stuff. In one email, I asked WHAT proof there was of me hacking. (And then I ended with: There simply is no proof. I'm getting something pinned on me which I have no business with, and you have no proof whatsoever to back it up". Then the next reply I got was: "Well, you also kinda got banned for offensive names", even tough I did not make an offensive name at the time of the ban. (I had been temporarily banned before) As I said, highly suspicious actions... EDIT: Not anwsering more questions regarding the issue in question as to avoid a lock. I am still looking for people who have had similar experiences, and who are willing to give me some information as to what I can do. Last edited by Borat_Best_Player; Aug 23, 2009 at 08:36 PM // 20:36..

Aug 23, 2009, 08:46 PM // 20:46	#13
Nerel Jungle Guide Join Date: Jun 2008 Location: Australia, what you want my home address? Guild: [CAT] Profession: Mo/	Without knowing the details of what Support have claimed your wrong doing was, nor what evidence they claim to have, I could only suggest you seek clarification of the issue... is it possible that your account was hacked or hijacked and someone else is responsible for the offensive character name and hacking? Anyway, as others have said, find a better way to contact NCsoft directly, you probably should have asked to be put in touch with the GM's supervisor/manager if you felt he was being belligerent or otherwise treating your case unfairly. My personal experience with NCsoft support is that they may be quite slow at times (when they get particularly busy) but so long as you are polite and respectful, carefully explaining your issue, they tend to get things sorted out in an efficient manner, and are polite and courteous back. Maybe you just got a bad GM, who knows. Poke around the NCsoft site looking for contact details, an email address for a more senior support person perhaps, if the phone number someone has found for you doesn't pan out. Or maybe go to the official wiki, jump on to Gaile Gray's talk page, and contact her directly, asking her to look into the matter for you. Edit... http://wiki.guildwars.com/wiki/User_...Support_Issues Gaile Gray's support talk page, complete with a phone number for contacting support if you choose not to message Gaile and discuss the matter with her. Last edited by Nerel; Aug 23, 2009 at 08:54 PM // 20:54..

Aug 23, 2009, 05:39 PM // 17:39	#2
Konker2020 Krytan Explorer Join Date: Jan 2009 Guild: Exiled Forcez [Ex]	If all else fails, phone them, a friend of mine was banned back in the early days because he went into Alliance Battles against a team of GMs and wiped them repetitively by himself using 3 copies of meteor shower and a lot of degen. It was a permanent ban for using outside programming as they claimed, and he had the same issue as you have, he got cut off by the same GM that banned him. He phoned, explained his situation, within 24 hours they e-mailed him with a letter of apology and unbanned him, no compensation though. Good luck to you.

Aug 23, 2009, 06:10 PM // 18:10	#3
Borat_Best_Player Academy Page Join Date: Aug 2009	I have'nt extensivly searched for a phone number, but I atleast found out NCsoft is doing the very best they can in avoiding people to contact them through phone. Can someone direct me to the page with the Phone Numbers? (I'm from Europe, Belgium) I tried looking in support, legal, bla bla. Can't find any Phone number...

Aug 23, 2009, 06:46 PM // 18:46	#6
Borat_Best_Player Academy Page Join Date: Aug 2009	Thanks for the supplied Phone Number and aid. Good to hear your friend got unbanned, gets my hopes up again...

Aug 23, 2009, 06:50 PM // 18:50	#7
Ghengis Kwell Baby Maker Join Date: Jun 2007 Location: UK Guild: Sent Fromhell Profession: D/W	You paid €150 for an account?? I am not up to date on currency but sounds like you bought an account off someone thus breaking the EULA and getting a ban for that anyway regardless of hacking accusations . I would tread very carefully before declaring that someone doing their job was corrupt , to me that suggest payments/blackmail on the GMs part , I see no evidence of this in your post .

Aug 23, 2009, 06:51 PM // 18:51	#8
Swahnee Wilds Pathfinder Join Date: Jul 2008 Location: Italy Profession: Mo/	I found this searching with google (search key: arenanet telephone number, 3rd result): http://www.jigsaw.com/id379388/arenanet_company.xhtml the mailing address is correct, so i think the phone number is correct too, but i can't be sure of this I quickly checked the forum rules, and i didn't find anything wrong with posting this link. If this is wrong for some reason, mods should feel free to delete it. EDIT: 4 new posts while i was writing O.o..hope my answer helps you too

Aug 23, 2009, 08:04 PM // 20:04	#11
x sithis x Frost Gate Guardian Join Date: Jun 2009 Guild: [Pro] Profession: N/	ummm may i ask do you know what the supposed hack was? and yeah i would call ha ha that would piss me off sooooo bad if that happened to me ha ha

Aug 23, 2009, 08:47 PM // 20:47	#14
Age Hall Hero Join Date: Jul 2005 Location: California Canada/BC Guild: STG Administrator Profession: Mo/	I would write them letter explaining this first and address it to one of the senior design team members eg ceo or maybe to Gail Gray herself.She use to take care of things like this even in pm. That phone number is world wide it is only toll free number that would only be for certian area.

Aug 23, 2009, 08:58 PM // 20:58	#15
Arduin Grotto Attendant Join Date: May 2005 Location: The Netherlands Guild: Limburgse Jagers [LJ] Profession: R/	If you think you are in the right, contact Gaile. http://wiki.guildwars.com/wiki/User_...Support_Issues

Aug 23, 2009, 09:01 PM // 21:01	#16
Borat_Best_Player Academy Page Join Date: Aug 2009	Thanks for that info. Yeah, it might be possible someone hacked me, and used the acount for hacking. That seems VERY UNLIKELY, tough because I didn't during any time at my game play suspected someone else on my acount. (Nothing got stolen, no acounts deleted, etc) Right now, I'm planning on giving them a personal call. I just had a friend said Arenet (NCSOFT) had an office in the UK (London), anyone know about this? -I seriously can not find any phone numbers on the NCSoft website- I also tried to stay as polite as possible, but I must admit I got quite annoyed at times. Tough, I never insulted him directly. It has been dragging on for almost haf a year... How much patience must one really have? Anyways, first thing on my list: Give them a call tomorrow. Then I'll try to contact Gaile and the Higher GM's. I already ASKED to be redirected to another GM, tough, but the initial GM always prevents the mails from going anywhere...

Aug 23, 2009, 10:15 PM // 22:15	#17
xron Lion's Arch Merchant Join Date: Feb 2008 Location: Denbigh, Wales Guild: Zero Zero Profession: R/	Europe / NCsoft West Europeeu.plaync.com/eu/help/ Fifth Floor, Mocatta House, Trafalgar Place, Brighton BN1 4DU, United Kingdom +44-0-1273-872000 That's off the NCsoft website as the customer service details for Europe... might work.

Aug 23, 2009, 10:54 PM // 22:54	#18
Bob Slydell Forge Runner Join Date: Jan 2007	From what you told us, I'm afraid to even contact support if I ever have a problem. Looks like they need to do some checks on their employees and clean up the unprofessional-ness. The GM you keep getting needs to be investigated and some of the words you said he said like "kinda" and using all capitals like "you will NEVER play on the account again" are just plain unprofessional and not good for business. If you don't get this straightened out and they refuse to do anything, well... I dunno.. release all the emails out on the internet and let people see how they treat customers.

Aug 23, 2009, 11:24 PM // 23:24	#19
Borat_Best_Player Academy Page Join Date: Aug 2009	Ok, I again need to clearify things up: (I'm going to keep updating this thread for more idea's/contact info) I've had plenty encounters with support (For my previous name bans), and whereas I'm pretty sure everyone will agree, they're quite slow, in general they are pretty nice. Don't let this refrain you from using support, as in overal, this is just a rotten appel in my experiences. (But concidering it's a perm ban, it's one hell of an appel) He NEVER used the word kinda, I used it to stress the "I don't care" attitude I got replied with. As if it wasn't bad enough I got perm banned for hacking which I didn't do, when I had "proven" I couldn't have gotten banned for hacking, he simply said: "Well, then I ban you for offensive names". He also didn't capitalize the never, tough the sentence itself is a direct quote. (Copy paste) I capitalized those to show the extensive use of the word never. (He used it 3 times in 2 sentences) It's not like I'm recieving emails from a 12 year old or something. The problem is more underlying: I'm a customer who got mistreated/judged, but instead of getting supported, the initial guy who mistreated me is doing everything he can to prevent me from contacting anyone else, and clearly enjoying it while he's doing it... Don't let this refrain you from using support tough, all the other GM's I've contacted with are very friendly and helpfull. (Tough sometimes a bit clueless)

Aug 25, 2009, 05:23 PM // 17:23	#20
Borat_Best_Player Academy Page Join Date: Aug 2009	http://wiki.guildwars.com/wiki/User_...Support_Issues How exactly do I "message" Gaile Gray? I've created an acount and looking around on the sound, but I'm not exactly sure what I'm supposed to do. (How do I get personal contact?)