Curse

Martin Kerstein · May 27, 2009, 05:58 PM // 17:58

Quote:

Originally Posted by Kira_cdt

Hi Martin, I appreciate your work and I know that is a Ticket? I am new to the community Guild Wars and still do not understand much.

And as posted on ticket?

The ticket can be a number when you send something to support you let a thing like that?
The reference number for your question is' XXXXXXXXX '.

I would appreciate instructions on how to let

Thank you very much

Yes, your ticket number is the reference number - so if you got one back from support, you should be fine

Kira_cdt · May 27, 2009, 06:04 PM // 18:04

Quote:

Originally Posted by Martin Kerstein

Yes, your ticket number is the reference number - so if you got one back from support, you should be fine

Hi again.

already sent you the reference number of the ticket I sent to the technical support of United States.
I hope if you can answer =)
Thank you

yosser · May 27, 2009, 09:06 PM // 21:06

Have we heard of anyone getting their account back yet?

Talania Vulcanclaw · May 27, 2009, 09:24 PM // 21:24

I seem to get passed to a different person each time and told they will get back to me as quickly as possible and then I get asked a question about my account

...another day and another question...

...Seems to go at a rate of one reply every 24 hours so maybe in a couple of years we will have our accounts back...

...yay.

Inde · May 27, 2009, 09:51 PM // 21:51

Talania,

There are several people who have stated their accounts are now unlocked on the German forums. As Martin stated it's just a matter of NCSoft working through the queue. Sorry to hear it's taking so long for some of you.

Talania Vulcanclaw · May 27, 2009, 10:04 PM // 22:04

tbh, it wouldn't be so bad if they actually gave you a clue as to how much progress they are making or any kind of "human" feedback, it just seems like a machine asking me automated questions. The customer service is a joke quite frankly and I'm very disappointed. I understand they have a lot of people to deal with but they have recognized that it is a fault their side which should cut down on the time it would take to investigate each case....surely?

....However its nice to hear players are starting to get their accounts back. At the least I can take some hope from that lol.

Gill Halendt · May 27, 2009, 10:07 PM // 22:07

Quote:

Originally Posted by Inde

There are several people who have stated their accounts are now unlocked on the German forums.

Good news, thanks Inde.

Let's wait and see...

yosser · May 28, 2009, 01:31 AM // 01:31

Why are you being asked heaps of question Tal?

It was their mistake, they can identify your payment and reverse the situation.
You should have to prove nothing IMHO.

EVeryone was playing quite happily till this happend now you are having to answer question when you tried to give them money for one of their products which they have taken and banned you as a thank you....I am getting more than angry now.

Finally had a response from the UK, you ticket has been passed to a 'Senior Account Support Representative'

Great more pass the parcel. I just want my account back that I have paid good money for. This is taking far too long. Surely they can just reverse all account bans from the weekend and then deal with the mess that they have created????

Talania Vulcanclaw · May 28, 2009, 05:07 AM // 05:07

Yes, I have been passed to this 'Senior Account Support Representative' last night just before I posted on here. So far....no response.

I've been asked for my character names twice. I have been asked for my NCsoft account twice. I have been asked for the last four digits of my credit card account and I've been asked for my login name.

I can understand the need to ask me these questions but... not multiple times and not all in separate mails...

I've never ever seen a company treat there customers so badly. Do they make SOOOO much money they can afford to lose lots of them? I don't know... I know that where I work in this current economic climate that every customer counts.

Gillian Treehugger · May 28, 2009, 05:47 AM // 05:47

I agree it is taking way to long.

I have a very angery husband because of this. This error is on there part, is causing a lot of distress to people.

I actualy PMed Martin yesterday asking why they could not do a blanket unban of these accounts and then in slow time sort the money out.

Surprise Surprise I did not get an answer on that. Only we are working as fast as we can.

My guess with the job losses from NCsoft europe our support is one guy sitting in a broom cupboard somewhere.

It is about time we had some Justice.

Hyperventilate · May 28, 2009, 05:48 AM // 05:48

Quote:

Originally Posted by Talania Vulcanclaw

Yes, I have been passed to this 'Senior Account Support Representative' last night just before I posted on here. So far....no response.

It took me four days to get my account unbanned (It was for a different matter. They told me I had breeched the code of conduct for "threatening to hack" when I told my guildie, "im in ur computrz haxx0ring ur pr0nz.")

The only advice I can give you is what I did: Make sure your ticket stays updated. Every couple days if you haven't heard back, just update the ticket.

I hope everyone gets their accounts back. They really need to re-work the system so they don't have an automatic knee-jerk permaban reaction.

Good luck.

Gill Halendt · May 28, 2009, 08:10 AM // 08:10

Quote:

Originally Posted by Talania Vulcanclaw

I've never ever seen a company treat there customers so badly. Do they make SOOOO much money they can afford to lose lots of them? I don't know... I know that where I work in this current economic climate that every customer counts.

Quote:

Originally Posted by Gillian Treehugger

My guess with the job losses from NCsoft europe our support is one guy sitting in a broom cupboard somewhere.

I think you're being a bit too harsh here.

Yes, I agree that NCSoft Support isn't the best out there. Support should have been more interactive and reassuring with their customers. They could have reacted a lot better, e.g by lifting all the suspensions caused by an error in THEIR system, and then taking care of each individual case after admitting their fault and solving the problem. And it's being indeed slow and frustrating.

But they're doing whatever they can. We now know it's just a matter of time. Bashing them won't speed up things, it will just unsettle you more.

Think about it this way. NCSoft is facing a great loss because of this mess anyway. A mass ban following an error in my system isn't something I'd be really that proud of. Even tough we know the store has now been fixed, it will probably take LONG before those banned players trust their system again. I used to be a good customer, spending a lot in character slots, makeovers and such. Now I'll probably do without for long while. A lot of players in touch with those affected by suspensions probably feel like that and stopped purchasing stuff to be safe.

I'm so glad Martin showed up here trying to ease things up. He's doing great. Thanks Martin.

Now let's wait and see...

Perugio · May 28, 2009, 08:39 AM // 08:39

My status : on day 3 now and nothing but "passing on to" and "last 4 digits question" responses. Nothing the last 36 hours.

There's a lot of amazing things about this I think :
- It's amazing that a business with this level of customer CARE can survive at all.
- It's amazing that a business selling millions of products and services worldwide can have such poor technology IT wise to support the day to day running. Poor because of obviously not thought through OR tested store systems.
- It's amazing that seemingly not one person with authority in the service level of NCSoft or ArenaNet can see how much this will hurt revenue wise when the exact same people that are actually supporting their add-on sale by buying their stuff are the exact same people that are "punished" ... twice ... first by a stupid ban and then by showing far too little interest in getting the issues resolved for the "victims" within a decent timeframe (NOPE - I do not believe 3 days is decent for this no matter how many people are affected)

and ...

- It's kinda amazing that very neat games like CoH/V and GW can be associated with a management company as NCSoft. A very clear example of the old dev vs. sales/mgt dilemma

Well - obviously NCSoft doesn't care enough about possible repercussions to quickly - very quickly - get this resolved. So noted. I now feel obligated to warn my fellow gamers everywhere I can - all the people that are still just playing and checking the forums sometimes. I must warn them to not use the stores, to not buy add-ons and for those of my friends that haven't yet bought GW or the other games I must warn them to buy anything in the first place.

Yes I do know about this being a bug seemingly - and that this is now resolved. Umm - now why would I believe that?? There was one other answer about some hack from Japan that was discovered or something - written by an offical NCSoft rep. - so NCSoft "protected" the affected account by blocking them. CUTE. Now why would I believe that?

Bug or not - I do NOT appreciate being called a criminal - AND having that up in the air for 3 days plus - WITH a statement saying "Terminated - This is final". What the hell???

As for compensation IF/WHEN this is resolved? Well I most certainly think that would be a good idea - just to at least show a tiny bit of fairness towards those affected - to get a sense that NCSoft actually really cares just a wee bit for us as customers.

Last thing : Some would say that if this thread is indicating the number of people affected, then it can't be that many. Umm well yes - but then how come it takes so long to fix it.

pumpkin pie · May 28, 2009, 09:04 AM // 09:04

Reminder.

When theres a long weekend, and your local bank to which your credit card belongs to goes on holiday. Don't use the online store.

Talania Vulcanclaw · May 28, 2009, 09:05 AM // 09:05

Quote:

Originally Posted by Gill Halendt

I think you're being a bit too harsh here.

Yes, I agree that NCSoft Support isn't the best out there. Support should have been more interactive and reassuring with their customers. They could have reacted a lot better, e.g by lifting all the suspensions caused by an error in THEIR system, and then taking care of each individual case after admitting their fault and solving the problem. And it's being indeed slow and frustrating.

But they're doing whatever they can. We now know it's just a matter of time. Bashing them won't speed up things, it will just unsettle you more.

Think about it this way. NCSoft is facing a great loss because of this mess anyway. A mass ban following an error in my system isn't something I'd be really that proud of. Even tough we know the store has now been fixed, it will probably take LONG before those banned players trust their system again. I used to be a good customer, spending a lot in character slots, makeovers and such. Now I'll probably do without for long while. A lot of players in touch with those affected by suspensions probably feel like that and stopped purchasing stuff to be safe.

I'm so glad Martin showed up here trying to ease things up. He's doing great. Thanks Martin.

Now let's wait and see...

It maybe harsh buts it's true. For me it's not about the length of time it's taking to fix or the fact that I've been mistaken for a criminal... Its not a case of bashing them either. It's disappointment of the way it's being handled.

It's simply the way in none of the replies I have had from them have they stated that this is a problem at their end and they're trying to fix it. There is no apology and no time estimation on when the account will be reactivated.

All the information is being spread by word of mouth here. We have an apology from Martin which we all appreciate but it's far too unofficial and sloppy.

Perugio demonstrates perfectly why you don't want pissed off customers. It tends to have a chain reaction through word of mouth. If you go by the rule that for each customer you piss off they tell 10 friends etc etc and you end up losing their custom too.

Also many people that are banned may not be posting on here but I'm guessing plenty are looking at it.

Gill Halendt · May 28, 2009, 09:19 AM // 09:19

Quote:

Originally Posted by Talania Vulcanclaw

It maybe harsh buts it's true. For me it's not about the length of time it's taking to fix or the fact that I've been mistaken for a criminal... Its not a case of bashing them either. It's disappointment of the way it's being handled.

It's simply the way in none of the replies I have had from them have they stated that this is a problem at their end and they're trying to fix it. There is no apology and no time estimation on when the account will be reactivated.

All the information is being spread by word of mouth here. We have an apology from Martin which we all appreciate but it's far too unofficial and sloppy.

Don't get me wrong, I absolutely agree with you. But that's it.

NCSoft is who we have to deal with now. That's their (unbelievably poor and quite ridiculous) way to solve problems like these. Nothing we can do in the meanwhile, but wait. And then hope we'll never need to contact support again in the future.

Talania Vulcanclaw · May 28, 2009, 09:24 AM // 09:24

Yes...and post on forums

Of course the main reason I'm so angry is that I got banned right in the middle of an HB tournament match

yosser · May 28, 2009, 09:32 AM // 09:32

I think their silence is their mistake.

WE REALLY NEED TO KNOW WHAT IS GOING ON.

I have spent hundrends on my accounts....now I am locked out for a sytems error on their side. Accused as a theif when they have my money. The message from the system is horrendus. This needs to change. That feeling when you go to log in and you get told that you have been permanantly banned for something you didnt do.

Please wait while we get to you....Great no Gift of the Traveller for me this week. Great looking like I will miss out on double vanq weekend (at 28 titles with Kurz nearly there)

They locked our accounts pretty quick...well unlock them just as quick.

I belive the lack of information is now causing people to get mad and loose patience.

Angelica · May 28, 2009, 10:01 AM // 10:01

I cannot believe what's happening, I will never ever buy anything from them again!

Talania Vulcanclaw · May 28, 2009, 10:01 AM // 10:01

Quote:

Originally Posted by yosser

I think their silence is their mistake.

WE REALLY NEED TO KNOW WHAT IS GOING ON.

I have spent hundrends on my accounts....now I am locked out for a sytems error on their side. Accused as a theif when they have my money. The message from the system is horrendus. This needs to change. That feeling when you go to log in and you get told that you have been permanantly banned for something you didnt do.

Please wait while we get to you....Great no Gift of the Traveller for me this week. Great looking like I will miss out on double vanq weekend (at 28 titles with Kurz nearly there)

They locked our accounts pretty quick...well unlock them just as quick.

I belive the lack of information is now causing people to get mad and loose patience.

Whats most annoying is we can't threaten to stop playing their game!!!! They already did that for us lol.

Fear not.. if it goes on for too long we can maybe get independent consumer advice?