Dealing with Guild Wars support... - Guild Wars Forums

Marverick · Jun 05, 2008, 07:16 PM // 19:16

I'm just wondering, have these guys ever successfully solved a problem before?

I put in a ticket about ping issues, and so far, all they've done (over 2 weeks) is ask for me to download programs to give them more information and give stupid, uneducated suggestions like "disable all services" and "uninstall BitDefender".

Now they're asking me to get a different internet connection as a "temporary step".

Is there a point where I should just stop giving in to all of their demands? Have they ever successfully solved any problems? If not then I'm not going to go through all the trouble of switching internet service and stuff.

Fried Tech · Jun 05, 2008, 07:21 PM // 19:21

"ping issues" is a very broad topic and could be caused by all sorts of things.
ask a broad question, and get a broad answer

Sharkman · Jun 05, 2008, 07:50 PM // 19:50

I had issues with my Play NC Master Account before and they fixed it rather quickly.

SmokingHotImolation · Jun 05, 2008, 07:54 PM // 19:54

Quote:

Originally Posted by maverick

I put in a ticket about ping issues, and so far, all they've done (over 2 weeks) is ask for me to download programs to give them more information and give stupid, uneducated suggestions like "disable all services" and "uninstall BitDefender".

I get that one quite alot too.
I really dont hope they get paid for that!

flclempire · Jun 05, 2008, 11:29 PM // 23:29

Took them about a week to turn my currency in the store back to the American dollar, and I had to send multiple tickets and chat with employees :|

-Lotus- · Jun 06, 2008, 12:12 AM // 00:12

Quote:

Originally Posted by flclempire

Took them about a week to turn my currency in the store back to the American dollar, and I had to send multiple tickets and chat with employees :|

holy shit! they actually helped you? im amazed.

Kumu Honua · Jun 06, 2008, 03:25 AM // 03:25

They denied my request for the ip ranges of the game servers for "Security reasons" when I wanted to put them into "safe" for peerguardian...

Too bad that it's publicly available through ARIN and displayed when you log into the game.

Most ridiculous response that I have had so far.

On the flip side. They have been rather quick in suspending account buyers, gold selling website spammers, and other such nonsense from reports with screenshots.

LockerLoad · Jun 06, 2008, 08:40 PM // 20:40

Quote:

Originally Posted by Kumu Honua

They denied my request for the ip ranges of the game servers for "Security reasons" when I wanted to put them into "safe" for peerguardian...

Too bad that it's publicly available through ARIN and displayed when you log into the game.

Most ridiculous response that I have had so far.

Quite so

Quote:

Originally Posted by Kumu Honua

On the flip side. They have been rather quick in suspending account buyers, gold selling website spammers, and other such nonsense from reports with screenshots.

I suspect the quick response is due to the threat of such entrepeneurial activities cutting into their bottom line...

Tarun · Jun 06, 2008, 08:52 PM // 20:52

Quote:

Originally Posted by Marverick

I'm just wondering, have these guys ever successfully solved a problem before?

I put in a ticket about ping issues, and so far, all they've done (over 2 weeks) is ask for me to download programs to give them more information and give stupid, uneducated suggestions like "disable all services" and "uninstall BitDefender".

Now they're asking me to get a different internet connection as a "temporary step".

Is there a point where I should just stop giving in to all of their demands? Have they ever successfully solved any problems? If not then I'm not going to go through all the trouble of switching internet service and stuff.

They fail horribly. I've reported issues that are in game only (problems in Sorrow's Furnace years ago, including no textures on some things) and they tried to get me to check for spyware and show a HijackThis log.

I requested to speak with a competent supervisor, but they don't have those either. I got fed up with trying to deal with them for over two weeks. Asked if there was a number I could call, which there is not. Yet another huge failure there.

I ended up telling them they need better staff and training, that this is the worst support I have ever received. Did the same with their followup "How would you rate us". That was the best email I ever received from them.

Targren · Jun 06, 2008, 08:53 PM // 20:53

Quote:

Originally Posted by Marverick

I put in a ticket about ping issues, and so far, all they've done (over 2 weeks) is ask for me to download programs to give them more information and give stupid, uneducated suggestions like "disable all services" and "uninstall BitDefender".

Now they're asking me to get a different internet connection as a "temporary step".

In all fairness to them (They do really suck hard), you're asking them to diagnose latency issues over several different networks (do a tracert to a game server IP sometime), so yeah, they are going to need symptom information to determine WTF is going on.

OTOH, it has been a month since I started playing again and many many issues of 007 (Lost net connection) errors seem to be popping up.

Quote:

Is there a point where I should just stop giving in to all of their demands?

Yes, when looking for a solution becomes more annoying to you than the problem itself is. Only you can determine what that is.

Tarun · Jun 06, 2008, 10:02 PM // 22:02

I've noticed that support almost always flat out refuses to acknowledge that the problem is on their end.

Jun 05, 2008, 07:16 PM // 19:16	#1
Marverick Forge Runner Join Date: Aug 2006 Profession: R/	Dealing with Guild Wars support... I'm just wondering, have these guys ever successfully solved a problem before? I put in a ticket about ping issues, and so far, all they've done (over 2 weeks) is ask for me to download programs to give them more information and give stupid, uneducated suggestions like "disable all services" and "uninstall BitDefender". Now they're asking me to get a different internet connection as a "temporary step". Is there a point where I should just stop giving in to all of their demands? Have they ever successfully solved any problems? If not then I'm not going to go through all the trouble of switching internet service and stuff.

Jun 05, 2008, 07:21 PM // 19:21	#2
Fried Tech Krytan Explorer Join Date: Sep 2007 Guild: [Yeti] Profession: E/	"ping issues" is a very broad topic and could be caused by all sorts of things. ask a broad question, and get a broad answer

Jun 05, 2008, 07:50 PM // 19:50	#3
Sharkman Frost Gate Guardian Join Date: Dec 2005	I had issues with my Play NC Master Account before and they fixed it rather quickly.

Jun 05, 2008, 11:29 PM // 23:29	#5
flclempire Academy Page Join Date: Aug 2007	Took them about a week to turn my currency in the store back to the American dollar, and I had to send multiple tickets and chat with employees :\|

Jun 06, 2008, 03:25 AM // 03:25	#7
Kumu Honua Jungle Guide Join Date: Feb 2008	They denied my request for the ip ranges of the game servers for "Security reasons" when I wanted to put them into "safe" for peerguardian... Too bad that it's publicly available through ARIN and displayed when you log into the game. Most ridiculous response that I have had so far. On the flip side. They have been rather quick in suspending account buyers, gold selling website spammers, and other such nonsense from reports with screenshots.

Jun 06, 2008, 10:02 PM // 22:02	#11
Tarun Technician's Corner Moderator Join Date: Jan 2006 Location: The TARDIS Guild: http://www.lunarsoft.net/ http://forums.lunarsoft.net/	I've noticed that support almost always flat out refuses to acknowledge that the problem is on their end.