Escalating support request - Guild Wars Forums

Cymric · Feb 10, 2009, 12:25 PM // 12:25

Does anyone know how I can escalate a support request to a senior GM or any senior ncsoft staff?

I have a problem with a quest and for nearly a week I am unable to get a response. Eventually, I submit another support request asking to contact a senior GM. That support request is closed without any response.

Tom Swift · Feb 10, 2009, 02:14 PM // 14:14

I doubt very much they will help you with a quest unless there is a bug in it. (There is no way ANet could afford to pay their salaries just to walk 3 million people through quests).

guild wars wikia and guild wars wiki both have information and hints about how to do specific quests.

Also a lot of people here can give suggestions or even offer help if you post which quest it is.

Arduin · Feb 10, 2009, 03:36 PM // 15:36

Yeah, what quest seems to be the problem?

Kattar · Feb 10, 2009, 03:51 PM // 15:51

Quote:

guild wars wikia and guild wars wiki both have information and hints about how to do specific quests.

That.

But go ahead and post your question. We'll most likely be able to tell you if it's an actual problem or you just missed something.

Cymric · Feb 10, 2009, 04:36 PM // 16:36

I am not sure if I had encountered a bug or if there is something very obvious that I am missing. Anyway, here is my exchange with the GM:

Quote:

Hi,

thanks for the reply. My apologies for not being able to describe my problem properly the first time, my memory was a bit hazy and I was frustrated.

This was what happened:

1) Accepted the quest "A Formal Introduction"
2) Escorted Master Togo to Minister's Estate
3) Cinematic played
4) End up in the town safe zone "Minister Cho's Estate"
5) Completed quest "A Formal Introduction" with Guardsman Kayao
6) Stuck.

I have NO primary quest at this point. Guardsman Kayao did not offer any primary quest and did not indicate where to get the next primary quest.

I had searched the entire "Minister Cho's Estate" safe zone and could not find any quest giver. Out of the 2 exits, I had searched the area around the Sunqua vale exit, also no luck.

My GUESS is that I need to move through the other exit of Minister Cho's Estate" to start investigating the incident described in the cinematic, but I am unable to do so.

While I appreciate your links, I had already went through them before contacting support (see my update, I even posted one of the link before receiving a support reply) and I could not find any information as to where I should go.

I will be very grateful if you can tell me which npc will allow me to get the next quest and the npc's rough location. Pointing me to an online resource that give this information will do the trick too.

Thanks

GM reply:

Quote:

Thanks for your patience and understanding. Looking at the two missions and how they are linked, I want to say you may have to go back and get "A Formal Introduction" again. However, I don't know this quest all that well, so I'm going to forward this to our missions expert and see if he knows what's happening or if this might be a bug.

Thanks Again,

My update:

Quote:

Thanks for the reply. I will like to add that I had returned to Master Togo in the Monastery and he did not have any quest to offer me.

My update:

Quote:

Taking a closer look at the map:
http://wiki.guildwars.com/wiki/Image...Estate_map.jpg

I am suppose to exit via the north exit of Minister Cho's Estate safe zone to get into the mission area. However, as stated, I am unable to do so despite having completed the previous quest, "A formal introduction"

Unfortunately the wiki did not state what I should do to start the quest and I suspect it should be something very obvious but I can't figure out what.

The thing that really annoys me is that after that GM reply, I stop getting any response. At the very least have the decency to tell me that you are too busy to answer my question or that you are working on it instead of totally ignoring me.

the_jos · Feb 10, 2009, 04:47 PM // 16:47

Minister Cho's Estate is a mission outpost.
There should be an 'Enter Mission' button on your party window I'd say.

Good luck

*Darcy* · Feb 10, 2009, 05:09 PM // 17:09

Don't flame guys, it's his first mission in Factions.

But, yes, below where it lists your party members should be an ENTER MISSION button.
This is how you enter missions in both Prophecies and Factions. Nightfall you have to speak to an NPC to enter a mission.

Tom Swift · Feb 10, 2009, 05:16 PM // 17:16

Missing the mission button is actually a fairly common mistake for new players of factions or prophesies, especially if they have already gone through night fall. This is one of the main weaknesses of GW, there are so many mechanical differences between the campaigns and so little effort to make them consistent with each other or even provide new players with documentation on how to do basic things.

In this case, I think support should have been more helpful before closing the ticket, especially since the OP seems to have been very polite and complete in his request. No, they can't walk people through the quest, but this one would have taken only a couple of seconds to answer.

VishnuOdin · Feb 10, 2009, 05:55 PM // 17:55

The enter mission button should really be in another color, or blink if you haven't completed it (or even better blink a different color if your missing bonus). Since it only adds one tiny block to your team panel it's very easy to miss. When I first started playing I kept doing loops trying to find out who to talk to, and ended up calling a friend to ask lol.

Arduin · Feb 10, 2009, 06:15 PM // 18:15

Wow, epic fail from that GM ^^

Don't fret about it Cymric, it happens to the best.

Lycan Nibbler · Feb 10, 2009, 06:44 PM // 18:44

It just makes me wonder why a company employs support staff who havent even played through the game - as tehy say though, if you pay peanuts, you get monkeys....

Cymric · Feb 11, 2009, 12:42 PM // 12:42

OH!!!

Thanks a lot everyone. This is indeed my first faction mission. I had not gotten out of pre-Searing Ascalon in prophesies and had been playing Nightfall while waiting for the GM's response.

Should had came here earlier instead of wasting 1 week of time

Aussie Boy · Feb 11, 2009, 12:57 PM // 12:57

OMG that GM should be shot if he didn't know about a mission outpost and what to do
he IS support is he not and should know basic stuffs
and you could see the "problem" straight away from reading the ops post.
Dont worry Cymric it is easy to overlook as a first time player we have all been there.
Anyway yes if you are unsure about something come post on GuRu most of us are helpful
just make sure you post in the proper section/sub forum.
Welcome to Guild Wars

pamelf · Feb 11, 2009, 01:02 PM // 13:02

Perhaps this could be added to the suggestion forum? It seems that some sort of consistence with missions should be achieved. It's never bothered me, but I can see that for new players who get all campaigns at once instead of in installments like so many of us did it would be confusing...

Still, that GM disappoints me immencely. It's sad when the players can offer more support than the actual SUPPORT. I do think this should be addressed by Anet.

Kattar · Feb 11, 2009, 01:11 PM // 13:11

I should point out the Guild Wars does not have any "GMs" or Game Masters. Not in the sense the WoW or other MMOs do anyway.

The support specialists we contact work for NCSoft, not ArenaNet, and not just for Guild Wars.

Feb 10, 2009, 12:25 PM // 12:25	#1
Cymric Pre-Searing Cadet Join Date: Feb 2009	Escalating support request Does anyone know how I can escalate a support request to a senior GM or any senior ncsoft staff? I have a problem with a quest and for nearly a week I am unable to get a response. Eventually, I submit another support request asking to contact a senior GM. That support request is closed without any response.

Feb 10, 2009, 05:09 PM // 17:09	#7
Darcy Never Too Old Join Date: Jul 2006 Location: Rhode Island where there are no GW contests Guild: Order of First Profession: W/R	Don't flame guys, it's his first mission in Factions. But, yes, below where it lists your party members should be an ENTER MISSION button. This is how you enter missions in both Prophecies and Factions. Nightfall you have to speak to an NPC to enter a mission. __________________ That's me, the old stick-in-the-mud non-fun moderator. (and non-understanding, also)

Feb 10, 2009, 05:16 PM // 17:16	#8
Tom Swift Jungle Guide Join Date: Aug 2007	Missing the mission button is actually a fairly common mistake for new players of factions or prophesies, especially if they have already gone through night fall. This is one of the main weaknesses of GW, there are so many mechanical differences between the campaigns and so little effort to make them consistent with each other or even provide new players with documentation on how to do basic things. In this case, I think support should have been more helpful before closing the ticket, especially since the OP seems to have been very polite and complete in his request. No, they can't walk people through the quest, but this one would have taken only a couple of seconds to answer. Last edited by Tom Swift; Feb 10, 2009 at 05:20 PM // 17:20..

Feb 11, 2009, 01:11 PM // 13:11	#15
Kattar EXCESSIVE FLUTTERCUSSING Join Date: Mar 2007 Guild: SMS (lolgw2placeholder) Profession: Me/	I should point out the Guild Wars does not have any "GMs" or Game Masters. Not in the sense the WoW or other MMOs do anyway. The support specialists we contact work for NCSoft, not ArenaNet, and not just for Guild Wars. __________________ All seems lost now, but still we must fight on.

Feb 10, 2009, 02:14 PM // 14:14	#2
Tom Swift Jungle Guide Join Date: Aug 2007	I doubt very much they will help you with a quest unless there is a bug in it. (There is no way ANet could afford to pay their salaries just to walk 3 million people through quests). guild wars wikia and guild wars wiki both have information and hints about how to do specific quests. Also a lot of people here can give suggestions or even offer help if you post which quest it is.

Feb 10, 2009, 03:36 PM // 15:36	#3
Arduin Grotto Attendant Join Date: May 2005 Location: The Netherlands Guild: Limburgse Jagers [LJ] Profession: R/	Yeah, what quest seems to be the problem?

Feb 10, 2009, 04:47 PM // 16:47	#6
the_jos Forge Runner Join Date: Jun 2006 Guild: Hard Mode Legion [HML] Profession: N/	Minister Cho's Estate is a mission outpost. There should be an 'Enter Mission' button on your party window I'd say. Good luck

Feb 10, 2009, 05:55 PM // 17:55	#9
VishnuOdin Academy Page Join Date: Jan 2009 Profession: N/E	The enter mission button should really be in another color, or blink if you haven't completed it (or even better blink a different color if your missing bonus). Since it only adds one tiny block to your team panel it's very easy to miss. When I first started playing I kept doing loops trying to find out who to talk to, and ended up calling a friend to ask lol.

Feb 10, 2009, 06:15 PM // 18:15	#10
Arduin Grotto Attendant Join Date: May 2005 Location: The Netherlands Guild: Limburgse Jagers [LJ] Profession: R/	Wow, epic fail from that GM ^^ Don't fret about it Cymric, it happens to the best.

Feb 10, 2009, 06:44 PM // 18:44	#11
Lycan Nibbler Forge Runner Join Date: Sep 2006 Location: AZ	It just makes me wonder why a company employs support staff who havent even played through the game - as tehy say though, if you pay peanuts, you get monkeys....

Feb 11, 2009, 12:42 PM // 12:42	#12
Cymric Pre-Searing Cadet Join Date: Feb 2009	OH!!! Thanks a lot everyone. This is indeed my first faction mission. I had not gotten out of pre-Searing Ascalon in prophesies and had been playing Nightfall while waiting for the GM's response. Should had came here earlier instead of wasting 1 week of time

Feb 11, 2009, 12:57 PM // 12:57	#13
Aussie Boy Alcoholic Join Date: Mar 2007 Location: Australia Profession: W/	OMG that GM should be shot if he didn't know about a mission outpost and what to do he IS support is he not and should know basic stuffs and you could see the "problem" straight away from reading the ops post. Dont worry Cymric it is easy to overlook as a first time player we have all been there. Anyway yes if you are unsure about something come post on GuRu most of us are helpful just make sure you post in the proper section/sub forum. Welcome to Guild Wars

Feb 11, 2009, 01:02 PM // 13:02	#14
pamelf Forge Runner Join Date: Aug 2006 Location: Australia Guild: Lost Templars [LoTe] Profession: Me/Mo	Perhaps this could be added to the suggestion forum? It seems that some sort of consistence with missions should be achieved. It's never bothered me, but I can see that for new players who get all campaigns at once instead of in installments like so many of us did it would be confusing... Still, that GM disappoints me immencely. It's sad when the players can offer more support than the actual SUPPORT. I do think this should be addressed by Anet.