Curse

Valenth · Aug 06, 2006, 10:17 PM // 22:17

Areanet refuses to reply to any support issue I have ever had. I've had different problems, and the worst happened a week ago. I had two accounts, one with prophecies and one with factions [given to by friend]. I bought my own copy of factiions and went to add to to my prophecies account. I do everything right, log in... and factions isn't there.

I paid 50$ to lose a game? I use the key again. This is stupid!

I sent a support ticket 9 days ago, and still no reply. I made another yesterday morning, still no reply. This severely pisses me off and I'm left with two accounts, each with different copies of the game on it.

I just want to be able to have both games together =/

Caleb · Aug 06, 2006, 10:19 PM // 22:19

If you aren't getting at least the automated replies from the support site, then I would bet your ISP is blocking the email and sending it to your junk or questionable mail folder.

Once you find the automated emails, reply to them that it did not solve your problem. Rinse and repeat until you get live human contact, and plead your case.

Valenth · Aug 06, 2006, 10:21 PM // 22:21

I get the automated. I should get human contact the first try. Why can't they give me a frikkin phone number?

Tyggen · Aug 06, 2006, 10:46 PM // 22:46

When I've asked them something they have atleast had a good response time (within 24 hours), although lately it's been more and more automated. A year ago I recieved a human answer at first try. I doubt you'll get phone support 'cause it's expensive and the GW community spans the world, so if they had phone support one place they'd need it in another 15 languages as well.

Send them another mail. When you get the automated reply with the message to update your question between a couple lines, put the same question in there and send them the same mail again, that should get their attention.

Loviatar · Aug 06, 2006, 10:54 PM // 22:54

Quote:

Originally Posted by Valenth

I get the automated. I should get human contact the first try. Why can't they give me a frikkin phone number?

because of people like you for a start.

to answer your question.

the automated first response is to weed out the huge number of people that a simple autorespond will help so time needed for more serious problems is not wasted.

on the auto respond answer that this does not solve your problem

if you do not tell them that this did not solve your problem the ticket is closed (after all you would have responded if it did not solve the problem wouldnt you?)

start a new ticket as the others are now dead.

respond POLITELY to the auto respond first message with *this did not solve my problem* to get a tech who can help you.

Crispie · Aug 07, 2006, 12:24 AM // 00:24

You should check out my many logs with NCSoft support for Guild Wars, they respond fast, usually within an hour.

Enchanted Warrior · Aug 07, 2006, 12:53 AM // 00:53

As long as message boards like this exist (no offense ) they will not offer any more support than they do. They get paid, the mb's do the work. Can't blame em I guess, they make a fortune and have little or no headaches. But GW/An is not alone, most online games do this. And no one calls them on it.

Relambrien · Aug 07, 2006, 01:14 AM // 01:14

Their support has been incredible for me, with response times of less than 12 hours consistently.

If you're not getting any replies, they're either swamped with other people having problems, something on your end is blocking the emails, or something on their end is screwed up and blocks their own emails.

Just know that when they have everything sorted out and working they'll help you promptly.

Numa Pompilius · Aug 07, 2006, 02:02 AM // 02:02

Can only echo that ANet support has been great for me.

Angelica · Aug 07, 2006, 02:22 AM // 02:22

Sorry to disappoint you Valenth, but the support that ArenaNet gave to me was excellent

and very much appreciated.

Caethas Turan · Aug 07, 2006, 03:04 AM // 03:04

Quote:

Originally Posted by Valenth

Areanet refuses to reply to any support issue I have ever had. I've had different problems, and the worst happened a week ago. I had two accounts, one with prophecies and one with factions [given to by friend]. I bought my own copy of factiions and went to add to to my prophecies account. I do everything right, log in... and factions isn't there.

I paid 50$ to lose a game? I use the key again. This is stupid!

I sent a support ticket 9 days ago, and still no reply. I made another yesterday morning, still no reply. This severely pisses me off and I'm left with two accounts, each with different copies of the game on it.

I just want to be able to have both games together =/

I'm confused, so you tried to load the key, it didn't work so you loaded it separately? You sure you typed the right key? (Just checking, I'm known for getting it wrong.)

I've always had good responses from Anet and timely.

The Great Al · Aug 07, 2006, 03:15 AM // 03:15

maybe if you tried arenanet instead of areanet you'd get some more help

Scavenger Rage · Aug 07, 2006, 03:26 AM // 03:26

Whith me as well, the suppoort has ALWAYS been WONDERFULL...

On the 4 threads i opened, i got a human answer w/ 12hs EVERY TIME, and i always got my question solved in the end...

For the metter of effect, Arenanets support (PlayNc) is one of the few i can realy trust i am getting an answer back for me problems.

Later.

Sakora · Aug 07, 2006, 04:36 AM // 04:36

Well lucky for you, you guys seem to get fast responces.

I never get something fast, i sent something 3 days ago no response (got automated)

Heres the deal, i used to play, have 2 accounts, 1 account i can use, the other i cant log on, so i go reset pw, no pw email, ok contact support, So i tryed to conact support through the email for the 2nd account, says Invalid account, ok so ill send a ticket and tells me i have to sign up, so i sign up with the email for the 2nd account and it tells me, Oh! you already have an account!

NC Soft really sucks somtimes, its telling me invalid account with my email address, so i go to create new, and it tells me thiers an account with my email address already, wtf?

KESKI · Aug 07, 2006, 04:42 AM // 04:42

well, I always get the responce within a day.
However if its tech support you are looking for..
they dont work on weekend=P

Pwnage Elite · Aug 07, 2006, 04:44 AM // 04:44

All of my support queries have been answered within a day or less, to have my problem solved. Anet has been great to me.

**cosyfiep** · Aug 07, 2006, 04:49 AM // 04:49

I find support to be hit and miss....sometimes its good and fast, other times I might have just asked the wall next to me....its answer would have been better and faster.

best to keep at them....keep replying ( in the correct space in the return email) again and again until they get to you.....may take awhile, but seems you are used to that already...........gggoooooooodluck!

Hollerith · Aug 07, 2006, 04:52 AM // 04:52

Always been above expectations for me.

Sakora · Aug 07, 2006, 04:57 AM // 04:57

Well see thats where its confusing, is it really a-net support or is it play nc support?

Ive always gotten crap from play nc support ive played other games involving them and the response time.. well sometimes you dont get one...

seems the play ncsoft website screwed up as hell, heres what happens, i go to log in on the email address it tells me this:
The login ID and password combination you provided is invalid.

ok so i go to forgot password, it tells me this:
"Unable to Email Password
The user ID you supplied does not appear to be valid."

oook... so i go to register a new account and heres what i get:

"Account Creation Failed
The email address you provided is already in the database."

Lady Lozza · Aug 07, 2006, 06:36 AM // 06:36

What on earth is the OP going on about?

Here is my list of queries starting from March last year:

1. Pre-salep/Pre-release queries - answered within 24 hours.
2. Installation problems - answered within 12 hours.
3. Sound problems - answered within 24 hours.
4. Freezing problems - answered within 48 hours.
5. Account creation problems (with my CE) - answered within 48 hours.
6. Sound problems (again) - answered and fixed within 48 hours.
7. CE problems (divine aura wasn't working) - fixed within 48 hours.

Not a single query or bug report I have sent has gone unaswered, the important part of the automated emails is to actually READ THEM. They TELL you what to do to get your problem looked at by the techies.

Sakora - that is unusual, since the username for support IS your email address. Please note that Play NC accounts ARE NOT support accounts.