Curse

Pureblood · May 08, 2005, 02:17 PM // 14:17

Quote:

Originally Posted by Radical

Here is a tool that GW support recommends. Send the report along along with your initial bug report to save a bit of time.

Thank you for contacting technical support. I would like to get more information about your system than is available on the dxdiag.

There is a program called Everest Home Edition that is freeware that can give us a ton of information about your system.

The download is here:

http://www.lavalys.com/index.php?pag...ew=1&subpage=5

Once you download and install the program, open it up and click "report."

Go through the wizard and choose Hardware-related pages. Choose the plain text report format. The diag will run. When it is finished, choose "save to file" and save the file to your desktop. Then send the text file to us as an attachment to this email.

Regards,
The Guild Wars Support Team

I'm sorry I have to say that, but the GuildWars-Support really sux. I've got a problem with my connection, I posted in the Support-Area, I even got a reply within 24 hours (it told me to send the diag-info mentioned above), I sent it to them, and they told me to buy a new video card. I'm sorry, but thats the most stupid support I've ever seen! The question I asked there had NOTHING to do with ANYTHING that could be related to a video card, and I even have played GuildWars with that video card from the first day. The question was about a not working connection to ArenaNet, and they tell me to change my video card, thats just a stupid joke!

EnDinG · May 10, 2005, 06:56 PM // 18:56

Just as a note to anyone who did read all of those negative posts, please feel free to post the problem up in the forums. Many of us can offer some type of advice that could possibley solve your problem. Theres a lot of helpful people who live and breathe computers out there.

So again, feel free to post up your problem and if you wish, use the solutions we offer. The game was just released so you can expect a number of people like yourselves will have problems. As time goes on the cludder will clear up and your questions will be answered much more quickly then they currently are.

Sure, people might be asking "Does this video card work?", but you can't single them out for not knowing the difference between an 9800 and a x700. Some could have asked those questions like the hundreds before them on the forums, but as human nature goes, some people aren't interested in forums and solutions unless its directly from the lions mouth.

Before any more posts are made, remember, these are a team of people who have been spending a great amount of time on a game that has sold thousands already, and only so many of them can solve your problem while the others keeps those who have the game currently working happy with new content and additions. Its a tough job, but I've never actually seen a game with support that had people 'wowing' in my life of RPGs.

If it doesn't work now, try again in a week, you didn't waste your money, its just put on hold.

Canis Lupus · Jun 01, 2005, 11:17 AM // 11:17

been waiting a few days, how long does it take to answer a question, even after updating the question every day?

ImagoX · Jun 05, 2005, 01:40 PM // 13:40

I can't even put a question in to Tech Support... after filling out all the forms and hitting the "Submit Question" button, amn INternal DB Error screen came up. Bleh!!

Aniewiel · Jul 21, 2005, 01:50 PM // 13:50

One of the most common "complaints" lately has been the ongoing presence of lag on the ANet servers. Anyone having issues with lag should contact Technical Support. Once done, a typical response from the Support Team is as follows:

Quote:

Hello.
Thank you for contacting Guild Wars Support. Are you connecting through a Router or Hub? If so, what is the make and model? Are you on a Home, Campus, or Business Network? Are you using a Firewall application? If so which one? Do you use any Internet Security Applications (ISA) such as "Cyber-Sitter", "Net-Nanny", Zone Alarm, McAfee or Norton? Who is your Internet provider? What type of connection do you have (Cable, DSL, Dial-Up)? Please provide as much relevant information as possible; this will help us to swiftly resolve your issue.

Thank you.

The Guild Wars Support Team

This typically comes when incomplete information is sent. To assist them to more quickly address the issue, it is recommended that you proactively include as much of the information listed in your FIRST contact.

A terrific place to head to gain this information (and a LOT more!) is http://www.pcpitstop.com This is a free online service that will test your computer for the following, among other things:

AntiVirus
Internet Speed
Spyware Scan
Disk Health
Privacy Scan
Check ActiveX
XP Readiness
Upgrade Detect

The results will assist ANet in addressing your specific concerns. Once you have reached the end of the testing segment, you can copy and paste the results into the body of your email to Technical Support. This will enable them to more quickly respond to your issue and eliminate the need for "double" contacts to supply missing information.

Nikos Battlehammer · Aug 07, 2005, 09:29 AM // 09:29

Does this "bad service" still happen to you guys? I've reported a problem already and after more than a day, even with requests to at least give me an update of the status, I get nothing from their support. Extremely bad support.

kratic · Aug 09, 2005, 04:49 PM // 16:49

when i ask questions i get answers the next day, if not sooner. I love the tech support lol

laurenza · Nov 24, 2005, 07:15 PM // 19:15

Some have all the luck. 3 days I've been waiting for a reply for my problem. And I've sent them e-mails asking for updates...

ange1 · Jan 16, 2006, 07:43 AM // 07:43

maybe you are not asking the wrong questions, they are not going to release a patch for 1 person, because it's probably your end

Tarun · Mar 29, 2006, 04:34 AM // 04:34

It's a shame they have disabled the /bug command for reporting minor problems in game. I know many users would rather do a quick and easy, short /bug summary for a bug that to submit a form report on many things.

Omega X · Apr 20, 2006, 01:05 AM // 01:05

I'm sorry to say that Guild Wars Tech Support sucks beyond belief. They will bombard you with automated/cut and paste responses to the point where you will just get discouraged and find someone else to help. A few managed to annoy them to the point of no return in order to get legitimate problems fixed.

Phantoma · May 10, 2006, 02:29 PM // 14:29

Quote:

Originally Posted by Gaile Gray

I read a rather alarming page on another website with advice about how to solve problems that might arise when operating Guild Wars. The problem is, some of the "solutions" are less than helpful, and of course the worry is that at some point an alleged solution might actually be harmful.

So I wanted to post to make you aware of a very handy way to get answers to technical support, functionality, account or computer system questions about Guild Wars. The best source of technical help is, naturally, the official Guild Wars Support Team. We've seen some advice from players or websites on wiping this file or downloading that patch or driver. We know that people only want to help, but sometimes the suggestions are not going to help at all; sometimes the advised solutions are more harm than help!

We do have a Technical Support Team available to assist you, and they are as close as the Support button on the Official Site or they can be contacted through this direct link: [http://support.guildwars.com]The Guild Wars Knowledge Base[/URL]. Input a question or a key word or two to see if there's an existing answer. If you don't get the answer you need, use the "Ask a Question" button and send us a report.

Asking for possible solutions from other gamers is great -- often player helping player works really well. But if you get scary-sounding advice -- like anything having to do with the Registry *shudder* or downloading patches from some obscure site with lord knows what trojans or viri -- why not ask us? We'll do our best to resolve the matter and will remain available if you need subsequent assistance. If yours is a unique version of a problem, you will actually be helping other gamers by involving us in the issue and allowing us to determine the appropriate resolution to the problem. When we find the solution, we expand the Knowledge Base, making it an ever-growing and ever-useful support tool which benefits everyone.

So, don't forget we're here to help!

Gaile, I understand what you are saying, but it is possible that these places giving advise are only telling what your official tech team has told them. I have experienced a long e-mail over errors, lag and packet loss. During this long e-mail, I have been told to "tweek" my computer in ways I know are NOT going to solve the problem. It is very frusterating and ONGOING. I have discovered through my provider that there is a problem in some routing station someplace in the east of the US that is giving us all grief. They are unablet contact them as we are in Canada. My thoughts are that as many ppl as possible that see this post send GW tech their own ping/trace test that your tech teams gets us to do.....then only then are we going to see exactly what routing server is malfunctioning to cause all this grief and frusteration for us all. Personally, I see time wasted my going through "computer tweeking" when this is NOT and never was the issue at hand. Please please look into this. It is growing and getting out of hand.

Maniac · Aug 16, 2006, 01:59 AM // 01:59

The ANet team support team needs to have better knowledge of their things. My problems which I'm communication with them right now is that the game response because when performing an action (ie. skill/spell), it does not register on the instant it was pressed, which results in a delayed action as if this was buffered. This problem started from the 7/28 patch and has improved in every patch but not back to normal.

They asked me to perform diagnostic on my PC which was not useful because it was not the source of the problem. They also mentinoed that in the diagnostic that my ISP was having packetloss which is untrue because the data was going through fine, it is the ping which is not being return by one more nodes which is typcial for design reasons.

So far, it appears that they are down playing the situation and that is not a good way for customer loyalty.

If they do not take proper action soon, I find methods to talk to a manger or director to escalate the situation.

Emunator · Mar 30, 2009, 06:32 PM // 18:32

Sorry for bumping an old topic, but i use the search option

At this moment i wish there was a phone number to contact them.
Getting code 045 for a few days now, the problem is that i have to wait for my 14 year old niece to scan and mail me her account codes. (My niece is on my own plaync account since i did give her the game for her birthday)
Support doesnt even answer my questions as to why my account is blocked until i send everything.

So again i wish i could use phone support wich is much easier to explain everything,