Taki · Jul 12, 2007, 08:06 PM // 20:06

Countess, your distasteful and insulting follow up reply won't help the cause at all. While the next logical step would be to try to escalate the issue, the poor choice of words and nasty tone to the support staff was really a move in the wrong direction. Remember that you are trying to get them to help you, not write you off as you deserve to be.

If the support staff or Anet can really do nothing as was said then your next question should have asked them who can.
Is it the company hired to build the website? NCSOFT? How do we get the responsible party(-ies) to make the change?

The frustrating currency issue affects many and ANet/NCSOFT trying to promote sales through the site in it's current condition is befuddling. But if you've been around for a while you come to expect silly shit like that from them.

countesscorpula · Jul 13, 2007, 01:06 AM // 01:06

Taki, you are right. And as such I have updated my reply to support.

It has been brought to my attention that my follow up reply may be a bit on the heated side. I am sure you can understand the frustration involved in the situation when you feel you are unjustly being asked to pay for something in a foreign currency, when a domestic one is available. And injury is added to insult when that foreign currency bills 20% more for the same product. I shall recount some basic information that may have been missed.

- The initial location of my PlayNC Master account was in North America.
- The Currency displayed in the PlayNC store while I am logged in is in US$.
- The Currency displayed in the GW Ingame store is currently in Euros.
- I am currently located in North America.
- My PlayNC account indicates my location as North America.

I ask that the particulars of my account be reviewed, and corrected to reflect that I am located in North America, and should pay for products in North American currency.

I once again apologize for my heated manner in my previous replies. Thank You for your time.

pamelf · Jul 13, 2007, 01:57 PM // 13:57

Quote:

Originally Posted by Onarik Amrak

I've sent a support ticket, and they gave me a typically gay response about it is based on my region. The thing is I live in Australia and they want to charge me in British Pounds. I mean WTF. At least charge me in US Dollars cause converting to pounds is crap. I posted this in 2 other threads with no response from Gaile or anyone else who knows how to fix it.

Understand this ANet, charging me AU$10 more than EB for using the online store is ridiculous. Especially when I end up with less than what I would get at EB. (Box)

Here here. Australian's are getting Royally RED ENGINE GORED ENGINE GORED ENGINE GORED ENGINE GOED by being charged in Pounds. The exchange rate is crazy. We're over the other goddamn side of the world and have no association with each other apart from being part of a commonwealth that no-one gives a damn about. Seriously, charge us in US$ or Euros, but NOT the pound. No other online store ever charges Australians pounds unless it's based in Britain. Which GW is not. We get used to not paying in our own currency, but at least make countries without their own servers able to choose which their preferred currency is. Pounds...honestly. What were you guys thinking?

psycore · Jul 13, 2007, 02:07 PM // 14:07

bottom line that is what they are thinking of...

I'm Aussie as well and I'm weighing in on this subject, give us $US in the store.

countesscorpula · Jul 17, 2007, 12:28 AM // 00:28

So, after sending the updated reply (post 22), I also opened up a thread in Riverside, pointing out various concerns with the online store. That thread grabbed Gaile's attention and she said that it was a simple thing for support to change the currency to reflect my region (as I thought it would/should be). I waited a few days and heard nothing. I then sent this...

Quote:

Originally Posted by countess

I see that the question status has changed from "critical" to "in progress." What exactly does "in progress" mean? Does it mean that the currency used when I log in to the In Game Store is being changed to US$? Does it mean that this issue is being escalated? I would appreciate an update on this issue as it has been 9 days since I initiated contact and 5 days since I last heard from anyone in support.

Here is what I've gathered so far:

From you:
-"Unfortunately, once set, an accounts currency cannot be changed by the customer nor are we able to do so"

From the CR lead at A-Net:
-"If you are being charged in the wrong currency -- if you're paying in Pounds but you live in Ohio or Dollars but you like in Tokyo -- please contact support. It's really that simple, and I confirmed that today. Support can reset your region. OP -- Have you asked?"
-"Mike told me they will reset one's region upon reasonable request"
-"Anyway, yes, they are supposed to reset it. They are telling us that it will be reset."

So far these two sources seem to be contradicting each other.

From my initial contact (this part was wholly ignored in the first reply):
-"I currently reside in Canada. If I attempt to make a purchase in the Guild Wars Online Store via the character selection screen, all prices are listed in Euros. I would much prefer to pay in US$ as that currency is much closer to my own."

So, The CR rep said that if I live in one place, and I'm being charged in the currency of another place, all I have to do is contact support and ask them to fix is. It would seem that I did exactly that 9 days ago. I really didn't expect that this would be such a difficutlt challange for the support personel. If someone could get back to me and let me know what exactly is going on, that would be nice.

I later received this:

Quote:

Originally Posted by support (Beth)

I apologize for the delay in our response. Your support ticket has been escalated to me as a supervisor for the PlayNC and Guild Wars Account Support Team. The status of "In Progress" means that we are currently discussing this issue to determine whether a resolution is possible. Once that determination has been made, I will certainly update you of such. I appreciate your continued patience and cooperation.

Kind Regards,
Beth - PlayNC & Guild Wars Account Support

Which was later followed by this:

Quote:

Originally Posted by support (Beth)

This e-mail is notification that the currency set for your Guild Wars game account has been changed to USD ($). Please let us know if you need any further assistance with this issue.

Regards,
Beth - Guild Wars Account Support

So, in the end it is possible for support to change the currency in the on line store to match the currency of the region you live in. It is a shame that in order to get that done you have to 1) ask nicely, 2) be given an answer that doesn't reply, 3) ask again, 4) be told it isn't possible, 5) raise a big stink about it on a public forum, 6) request the attention of a supervisor, and 7) attract attention of non-support representatives from A-Net to speak on your behalf (thanks again Gaile).

To be honest, I really didn't think it a major inconvenience to ask for my pricing in the online store to match the region I lived in. I am very pleased that I am now able to make purchases in the local currency. I am a little put out that I had to spend over a week "campaigning" in order to get it done. Especially when I hear that "It's really simple... Support can reset your region... have you asked?"

So, in closing, big thumbs up to Gaile, for doing something that wasn't even your job. Your efforts are much appreciated. As for support, I can't give a passing grade to a department whose purpose it is to help, but whose actions seem intended to hinder. If reseting my region in the store to match reality is supposed to be a simple matter, why did the first representative ignore the issue, and the second representative claim it was impossible? Why did it have to escalate to heated exchanges and supervisors? Despite receiving a favorable result in the end, I don't look forward to any future exchanges with support. It was someting I would have rather avoided.

Anyhoo, now I will be eagerly awaiting the release of GW:EN in the online store.

Angelica · Jul 17, 2007, 12:58 AM // 00:58

Quote:

Originally Posted by countesscorpula

snip...
To be honest, I really didn't think it a major inconvenience to ask for my pricing in the online store to match the region I lived in. I am very pleased that I am now able to make purchases in the local currency. I am a little put out that I had to spend over a week "campaigning" in order to get it done. Especially when I hear that "It's really simple... Support can reset your region... have you asked?"
....snip....
Anyhoo, now I will be eagerly awaiting the release of GW:EN in the online store.

Do you mean that to be able to pay with the correct currency we have to ask them epeatedly and wait for the responses?

I give up!

/Angelica

countesscorpula · Jul 17, 2007, 01:56 AM // 01:56

Having to ask isn't a problem. Having to ask repeatedly and make a public spectacle is a problem. Making note that I was briefly in New Zealand, and that was the cause for the initial currency setting. Once I returned to North America, and updated my PlayNC account (someting I did months ago), it would have made sense for the store's currency to update based on that info. Failing that, it would have made sense for a support agent to make the modification upon request. Instead we were all treated to the drama of the last 9 days. Thank you those who offered support in my dealings with "support." Yes, I do see the irony of needing support to deal with "support."

Lonesamurai · Jul 17, 2007, 09:37 AM // 09:37

Quote:

Originally Posted by Angelica

Do you mean that to be able to pay with the correct currency we have to ask them epeatedly and wait for the responses?

I give up!

/Angelica

no its a glitch with the store and Gaile has posted saying they are working on it, however, check your plaync account details, as long as those are correct, 99% of the time, your payment area and payment currency should be correct (although, as with everything, things do go wrong)

lakatz · Jul 17, 2007, 04:31 PM // 16:31

To the Australians who want the territory Australia is administered from (UK) and therefore the currency they pay in the online store changed, I offer this little bit of wisdom...

We cannot change anything unless we accept it. Condemnation does not liberate, it oppresses.

~Carl Jung

Wacky · Jul 23, 2007, 06:57 AM // 06:57

Quote:

Originally Posted by lakatz

To the Australians who want the territory Australia is administered from (UK) and therefore the currency they pay in the online store changed, I offer this little bit of wisdom...

Um, Australia is a sovereign country and not a territory of the UK. Disappointingly the last ties to the UK were only cut in 1986 appealing from a court in Australia to the Privy Council in England...anyway, Australia isn't a territory of the UK.

I can only hope that someone at NCSoft or whomever go look up where Australia is, and where the UK is.

Taki · Jul 23, 2007, 08:56 PM // 20:56

I think laktz was saying that Austrailia is administered from Anet's UK office. Since they report in one currency, it's easier if the territories they 'support' deal with the same currency as well. It's a very poor excuse, but the only answer I remember given from a previous thread on the subject.

Anyway, I'm relieved to find out that countesscorpula managed to get things sorted out even if friends of mine did not. Hopefully this can provide some motivation for them to take on support again. Though I must admit that it's hard to believe how much you have to endure just to try to get anywhere with them and completely agree with this:

Quote:

Originally Posted by countesscorpula

As for support, I can't give a passing grade to a department whose purpose it is to help, but whose actions seem intended to hinder.

Jul 17, 2007, 04:31 PM // 16:31	#29
lakatz Wilds Pathfinder Join Date: Jun 2006	To the Australians who want the territory Australia is administered from (UK) and therefore the currency they pay in the online store changed, I offer this little bit of wisdom... We cannot change anything unless we accept it. Condemnation does not liberate, it oppresses. ~Carl Jung Last edited by lakatz; Jul 17, 2007 at 05:29 PM // 17:29..

Jul 12, 2007, 08:06 PM // 20:06	#21
Taki Lion's Arch Merchant Join Date: May 2005 Profession: N/Me	Countess, your distasteful and insulting follow up reply won't help the cause at all. While the next logical step would be to try to escalate the issue, the poor choice of words and nasty tone to the support staff was really a move in the wrong direction. Remember that you are trying to get them to help you, not write you off as you deserve to be. If the support staff or Anet can really do nothing as was said then your next question should have asked them who *can*. Is it the company hired to build the website? NCSOFT? How do we get the responsible party(-ies) to make the change? The frustrating currency issue affects many and ANet/NCSOFT trying to promote sales through the site in it's current condition is befuddling. But if you've been around for a while you come to expect silly shit like that from them.

Jul 13, 2007, 01:06 AM // 01:06	#22
countesscorpula Wilds Pathfinder Join Date: Nov 2006 Guild: Gwen Is [EVIL] Profession: N/	Taki, you are right. And as such I have updated my reply to support. It has been brought to my attention that my follow up reply may be a bit on the heated side. I am sure you can understand the frustration involved in the situation when you feel you are unjustly being asked to pay for something in a foreign currency, when a domestic one is available. And injury is added to insult when that foreign currency bills 20% more for the same product. I shall recount some basic information that may have been missed. - The initial location of my PlayNC Master account was in North America. - The Currency displayed in the PlayNC store while I am logged in is in US$. - The Currency displayed in the GW Ingame store is currently in Euros. - I am currently located in North America. - My PlayNC account indicates my location as North America. I ask that the particulars of my account be reviewed, and corrected to reflect that I am located in North America, and should pay for products in North American currency. I once again apologize for my heated manner in my previous replies. Thank You for your time.

Jul 13, 2007, 02:07 PM // 14:07	#24
psycore Krytan Explorer Join Date: May 2005	bottom line that is what they are thinking of... I'm Aussie as well and I'm weighing in on this subject, give us $US in the store.

Jul 17, 2007, 01:56 AM // 01:56	#27
countesscorpula Wilds Pathfinder Join Date: Nov 2006 Guild: Gwen Is [EVIL] Profession: N/	Having to ask isn't a problem. Having to ask repeatedly and make a public spectacle is a problem. Making note that I was briefly in New Zealand, and that was the cause for the initial currency setting. Once I returned to North America, and updated my PlayNC account (someting I did months ago), it would have made sense for the store's currency to update based on that info. Failing that, it would have made sense for a support agent to make the modification upon request. Instead we were all treated to the drama of the last 9 days. Thank you those who offered support in my dealings with "support." Yes, I do see the irony of needing support to deal with "support."