Curse

stefanie · Sep 06, 2007, 04:56 AM // 04:56

once again, anet when will i be able to use agonizing chop again, please give me a gift for wasting all my time, EN would be nice.

LumpOfCole · Sep 06, 2007, 05:07 AM // 05:07

Quote:

Originally Posted by Burn

yep , that's the bug.

When you buy GWEN at the online store , all your previous purchases from the online store is canceled from your GW account and refunded on your credit card or whatever was used. You keep all the account keys you got elsewhere like a retail key code, key code from a magazine for a mini-pet ... but all the keys obtained online are caceled and refunded.

in my case i have Prophecies , factions , nightfall and GWEN.

i have lost all the stuff at the online store , 3 extra slot , GWEN pre-order , GW edition of the year upgrade.

update : its impossible for me now to log into my master PlayNC account. I think they have stopped everything to prevent more damage.

Mmmm, I'm not sure about that.

Things I've purchased from the Guild Wars Store (all with the same CC each and every time):
8 Additional Character Slots (all fine)
Guild Wars: Prophecies/Core PVP Edition (fine)
Guild Wars: Nightfall PVP Edition (gone)
Guild Wars: Eye of the North Preorder Bonus Pack (gone)

Things I've purchased/received physically at my local Gamestop:
Guild Wars: Game of the Year Edition (fine)
Guild Wars: Factions CE (fine)
Guild Wars: Nightfall Preorder Bonus Pack (fine)
Guild Wars: Nightfall CE (fine)
Guild Wars: Eye of the North Expansion Pack (fine)

My character slots and Prophecies PVP Edition are fine, although I do know that a lot of people are having these issues with their own character slots. I bought GW:EN physically from a store, even though I bought the $4.99 Preorder Bonus from the virtual in-game store. So I don't think ordering GW:EN from the in-game store is exactly the bug.

Uundamp · Sep 06, 2007, 05:24 AM // 05:24

First post on Guru - I love Guru for all the info btw.

I am having the same problem:

I have all campaigns, prophecies PvP unlocks.

I purchased NF PvP Unlocks about 2 months ago, and GWEN expansion on 8/31/2007. I logged in 2 days ago, and suddenly, my NF PvP unlocks were gone. Yesterday, I login, and GW:EN is gone. All the areas are on my map travel map, I still have the title tracks I worked on in GW:EN, but the CD key is no longer on my account, and I cannot visit the areas.

I tried to reapply the CD keys for NF PvP Unlocks and GW:EN, but received the message - those keys are currently in use.

So now, I am waiting for Plaync support to work through it. I am getting to leave town for a few days, and wanted to bring my laptop with GW on the road. I sure hope this gets resolved before then.

Just like everyone else, I wanted to enjoy some GW:EN and now - my heroes have VERY limited NF skills, and I am missing out on all the action my friends are getting.

The sad thing is, I have a sinking feeling that besides my patronage of Arenanet (I have spent $200 on Guild Wars Games I think now), after this lack of service and product failure on THEIR part, I will receive nothing in return - except for some message like this:

Dear xxxx,

Thank you for your understanding. We have fixed the issues. Your account is credited for your purchase. Please repurchase the CD keys you already purchased. Blah blah blah. Standard lingo blah blah.

How about a courtesy character slot or throw me a freakin bone for my patience...

nechronius · Sep 06, 2007, 05:59 AM // 05:59

Here's the other big thread related to this issue.

http://www.guildwarsguru.com/forum/s...php?t=10194835

I'd like to know if anybody else has tried to repurchase any of the products from the online store once they were refunded.

I tried 3 different credit cards. None of them worked. All of them came up with the same error message that I could not buy anything from my account or something to that effect.

I did accidently select the wrong state when I first tried to buy this Time around (Delaware before California) but made sure that I didn't make that mistake before I clicked on the "purchase" button a second Time. Regardless, I still got that error and then trying two other cards just cemented my opinion that they've still got some block on my account.

I strongly suspect that even if I went to a store and bought keys, that I couldn't add them to this account.

This is really a pathetic display on a.net's part.

An extra character slot would be a nice gesture, but doesn't benefit everybody. I still have two free slots, or would if my account wasn't broken (7 of 5 now). So they probably won't. In fact, I suspect they will do nothing other than give us meaningless words after an extended period with broken accounts.

What I want is a simple acknowledgement. Put it on the main guild wars page where everybody can read about how they screwed the pooch and inconvenienced a lot of people. Then apologize to everybody in question directly. And for crying out loud start issuing some updates to the affected people. Don't try to sweep this under a rug. Man up and own up to the responsibility. This wasn't a database server that died that caused headaches. This was a DELIBERATE ACTION taken by a.net.

Divine Starr · Sep 06, 2007, 07:33 AM // 07:33

I haven't tried to repurchase anything yet.
Was too scared to try until I get an official response back from Support telling me they have refunded me and what to do from there.
I sure miss my NF hero's & skills though. Funny you don't realize how dependent upon something you are, until you lose it.
I can't seem to attach myself to any GW:EN hero's besides Vekk.

Burn · Sep 06, 2007, 07:52 AM // 07:52

i was refunded for my missing stuff , they didn't tell me , i saw it myself on my online credit card status. I don't mind re-purchase the stuff but what about this Gwen pre-order offer ?? not available anymore.. i want my /bonus stuff back.

LumpOfCole · Sep 06, 2007, 01:54 PM // 13:54

Quote:

Originally Posted by Uundamp

First post on Guru - I love Guru for all the info btw.

I am having the same problem:

I have all campaigns, prophecies PvP unlocks.

I purchased NF PvP Unlocks about 2 months ago, and GWEN expansion on 8/31/2007. I logged in 2 days ago, and suddenly, my NF PvP unlocks were gone. Yesterday, I login, and GW:EN is gone. All the areas are on my map travel map, I still have the title tracks I worked on in GW:EN, but the CD key is no longer on my account, and I cannot visit the areas.

I tried to reapply the CD keys for NF PvP Unlocks and GW:EN, but received the message - those keys are currently in use.

So now, I am waiting for Plaync support to work through it. I am getting to leave town for a few days, and wanted to bring my laptop with GW on the road. I sure hope this gets resolved before then.

Just like everyone else, I wanted to enjoy some GW:EN and now - my heroes have VERY limited NF skills, and I am missing out on all the action my friends are getting.

The sad thing is, I have a sinking feeling that besides my patronage of Arenanet (I have spent $200 on Guild Wars Games I think now), after this lack of service and product failure on THEIR part, I will receive nothing in return - except for some message like this:

Dear xxxx,

Thank you for your understanding. We have fixed the issues. Your account is credited for your purchase. Please repurchase the CD keys you already purchased. Blah blah blah. Standard lingo blah blah.

How about a courtesy character slot or throw me a freakin bone for my patience...

Regarding the big picture, there are much worse things that can happen. A character or an item can be permanently destroyed on your account, etc. A few days without access to the purchased services really isn't that much of a big deal in the long run. especially when everything gets restored in a reasonable amount of time.

Plus, according to Gaile, Support is working overtime to fix these issues. That's all we can really ask for. Mistakes and glitches are going to happen, and what matters is how NC Soft / Anet fixes those mistakes. Gaile has been very open and genuinely worried in my thread regarding this on the General Board, and that means more to me than the cold corporate gesture of "hey, let's toss in a free character slot and it'll make 'em happy."

I'd rather see the company passionate and caring about whatever serious glitches happen to a few players, and Anet's accomplished that. In the end, it just makes me all the more glad I play their MMO instead of someone else's.

stefanie · Sep 06, 2007, 06:28 PM // 18:28

well, i havent heard back from support since i sent my email in 2 days ago!

Imber · Sep 06, 2007, 06:41 PM // 18:41

I think that the reason people are so upset is that until Gaile started giving us information via message boards a couple of days ago(which I understand is when she found out about the issue), we were kept in the dark. The actual communication between support and those affected has been virtually nonexistent.

It's been 3 days since I last received a response via my ticket which was basically the same as the previous response and the response before that. How about they tell us which symptoms have been identified to be linked to the problem? How about the fact that this is a big issue that is affecting multiple people? What about my master account being locked and my credit card being refunded without notification or consent? I've heard of people that are trying to purchase new keys to add to their accounts. Is that going to totally screw them up? Will they be refunded once it is fixed?

Of course I've found a lot more information from speaking with others on these board and from Gaile, but the forums are unofficial. People shouldn't really be expected to come here for the information.

nechronius · Sep 06, 2007, 07:21 PM // 19:21

Quote:

Originally Posted by LumpOfCole

I'd rather see the company passionate and caring about whatever serious glitches happen to a few players, and Anet's accomplished that. In the end, it just makes me all the more glad I play their MMO instead of someone else's.

I strongly suspect that this was more intentional than unintentional(again, some anti-fraud measure), a major sweeping action taken upon a lot of accounts by one group, yet all other relevant groups were in the dark about this and it took them days to figure it out. (What, didn't you get the memo?)

And this change was kicked off before the start of the long weekend, knowing that their changes would take days before anybody got to it. You don't delete a bunch of accounts and then walk away for days. As someone in IT, I know you just don't do something like that and then go on vacation.

After Gaile's posting in the other thread though I've regained some patience. My jaded side thinks a.net is just in PR mode now, but I do appreciate the update. Maybe it's a sign of the Stockholm Syndrome...

ultimateg2 · Sep 06, 2007, 08:31 PM // 20:31

Well Good News came into my Inbox today so they are definately doing somthing about it

Quote:

Hello XXXXX,

Thank you for your patience as we worked to resolve this issue for you.

After further reviewing this issue, it appears that your PlayNC master and Guild Wars game accounts were blocked in error. We sincerely apologize for any inconvenience this may have caused you.

Your PlayNC master and Guild Wars game accounts are now unblocked and you should be able to successfully log into them.

As part of this error, the Guild Wars Nightfall Access Key you purchased was disabled and the charge of $49.99 for the online purchase was refunded to the card used.

As compensation for our error, we are now providing the following access key to replace the one that was mistakenly disabled: XXXXXXXXXXXXXXXX.

The following Support Center article should assist you with registering this new access key to your account:

Title: Adding Keys to Existing Game Accounts
URL: http://www.plaync.com/us/support/doc_2960.html

Again, we apologize for any inconvenience this issue may have caused you, and we hope that this does not interfere with your enjoyment of the game.

If you have any further questions, please let us know.

Kind Regards,
Guild Wars Account Support

Divine Starr · Sep 06, 2007, 11:12 PM // 23:12

I still haven't received any kind of response from them, besides noticing the refunded money into my checking account.

So if I am reading ultimateg2's post correctly, they refunded the lost purchases- and then provided access keys for the disabled products- free of charge?

Hopefully I will get some sort of confirmation soon, I would like to have NF & the bonus things back.

Panix · Sep 07, 2007, 12:19 AM // 00:19

Quote:

Originally Posted by Divine Freak

If you really want it the only two options that I can see is to wait and pray that NCsoft will somehow bring it back (unlikely if you recieve a refund for it) or you'll hafta go on a scavenger hunt to find somone selling a physical preorder. I intend to start my scavenger hunt tomorrow, since I'm rather fond of that Hourglass Staff too

Way ahead of there I had already got a physical pre-order found and I got it for free as the game is out already

. Still I want my account fixed so I can go play GW:EN and get my mule slot back

.

nechronius · Sep 07, 2007, 01:20 AM // 01:20

In the other thread Gaile has asked that we do nothing to our accounts until things are sorted out. I dont' know if they are doing them in order or not, but looks like accounts are slowly being repaired. I suspect you won't be able to add any keys to the account anyway since I wasn't able to buy any new products.

I've already vented, seethed, and complained angrily. Now it's Time to remain patient and give them a little space to do their jobs before dealing with the aftermath.

LumpOfCole · Sep 07, 2007, 03:10 AM // 03:10

Quote:

Originally Posted by nechronius

In the other thread Gaile has asked that we do nothing to our accounts until things are sorted out. I dont' know if they are doing them in order or not, but looks like accounts are slowly being repaired. I suspect you won't be able to add any keys to the account anyway since I wasn't able to buy any new products.

I've already vented, seethed, and complained angrily. Now it's Time to remain patient and give them a little space to do their jobs before dealing with the aftermath.

Again, I strongly believe that Support has temporarilly blocked accounts that are reported as being malfunctioning. I'm sure your account will be re-enabled to add keys once Support is finished looking over and responding to your account.

stefanie · Sep 07, 2007, 08:06 PM // 20:06

Quote:

Originally Posted by ultimateg2

Well Good News came into my Inbox today so they are definately doing somthing about it

HOORAY !!!!!!!!!!!!!

Engel the Fallen · Sep 07, 2007, 09:38 PM // 21:38

My guild mate was still told to basically piss off since someone bought the game for him and when he got the credit card they used they sait it was invalid. So even though he has Cantha toons and skills, and quests active, they are assuming he is lying. Man, I wish I had the hacking skills they assume he has.

Burn · Sep 09, 2007, 04:01 AM // 04:01

well .. it took one week :

Thank you for your patience as we worked to resolve this issue for you.

After further reviewing this issue, it appears that your PlayNC master and Guild Wars game accounts were blocked in error. We sincerely apologize for any inconvenience this may have caused you.

Your PlayNC master and Guild Wars game accounts are now unblocked and you should be able to successfully log into them.

As part of this error, the Guild Wars character slots, Eye of the North Pre-Release and Game of the Year Upgrade Access Keys you purchased were disabled and the charges of $14.98, $4.99 and $19.98 for the online purchases were refunded to the card used.

As compensation for our error, we are now providing the following access keys to replace each that were mistakenly disabled:

xxxxxxx - Eye of the North Pre-Release Bonus Key
xxxxxxx - Game of the Year Upgrade
xxxxxxx - Character Slot
xxxxxxx - Character Slot
xxxxxxx - Character Slot

so i have my stuff back ... for free ...