Utterly Appalling

Hi All,

I have decided to share my experience of Guild Wars "Support".

I haven't played GW in a few years and decided today to get back into it. I own all GW games including the Eye of the North.

I downloaded and installed the client as my install media for Prophicies and Factions are in a box somewhere in storage and Nightfall and GWEN I bought online directly. I went to login thinking I was pretty sure what my password was but didn't have any luck. I tried various combinations of every password I know I have ever used for anything to no avail. I login to my NCSoft Master account to reset my game password only to find that I need to know my previous one to do so...awesome...So I turn to GW support expecting a quick fix to the problem.

Well it's been over 5 hours now with only a single response from support asking for a bunch of details way beyond what is necessary to determine that I am legitimate. Here's the supprot log for reference with personal details replaced with *'s.

Anyone else experienced this kind of ridiculous excuse for support or am I just getting a raw deal here??

I think you need to calm down and wait. ;p Most if not all of my issues were resolved in 24-48 hours. You'd be really really really lucky to get it resolved in less than that. Spamming them probably wont speed up the process.

typical crap anet support... no surprise there
their customer support is the only thing worse than the servers they run...

Uh how about wait? It'll take more than a few hours,the best customer services for big companies don't achive that. So calm down and learn to wait.

You're impatient, and expecting them to hand over account info with minimal information.

If they gave out all account info within hours of getting less than the minimal account info, I'd be worried about my account's security. Furthermmore, the fact that you are required to know the current account pass to change it is a GOOD thing for account security.

Lastly, it's your fault for loosing your password or not keeping it somewhere saved on a flashdrive, paper recs, etc... If this was about forgetting a chracter name now needed to login, I'd be more sympathetic, and so would Anet. However this is your fault and you're getting mad over it.

eh i would deffinatley say it will take over 24hrs(ive know ppl it takes a week and some it takes 2 days)

so 5hrs for you would be preety damn amazing lol

I have never had an issue with anet support. I've had 4 issues in the past and all have been resolved within 24hours. Of course I have had all of my access keys.

I would be worried if they were just handing over passwords on someones claim that they own an account and can't provide more than a few minimal details.

Good Luck though

I have to agree you're being very impatient to expect your issue to be resolved within 5 hours, especially on a weekend.

My husband and I had a positive experience with Support when his account was hacked a few months ago. He rang Support, provided identity verification, and a couple of keys, and his account was restored almost immediately.

The onus is on you to provide proof of identity and account ownership, and if you haven't saved your serial numbers/keys for a game, or you can't be bothered to look for them, then the fault lies with you, not Support.

Just take a moment and imagine if they released accounts to every Tom, Dick, and Harry with a sob story.

I do not understand why you feel you are being denied what is "yours" you still have an account, you can still use it, it is by no means ANet's fault that you cannot remember your passwords, and do not have the information that is standard for them to re-set a password. Furthermore, the fact that you expect them to drop everything and fix your problems is "utterly appalling", it has been 5 hours, 5 HOURS, the fact that you honestly think that they should help you fix something that is your own fault, without the information they requested, in 5 hours shows that you are impatient and seem to have a very strong sense of entitlement.

It must be really easy to claim it's the worst customer support experienced from an online company when it's the only customer support you have done anything with. Patience is a virtue, use it.

u got to wait what do u think your the only person in the world. sit back and shut up and wait u ant the only person talking to support.

Wow...it's "appalling" that you haven't gotten a response in 5 hours? Dayum, someone's a bit pissy, isn't he?

/agree with being impatient ...wow

I had an issue once and it took roughly 24 hours to be taken care of. It seriously "sounds" like you sat at your computer and hit refresh every 5 mins after you sent in the first email...just to see if you got a reply.

You have to remember all the hacking issues. I'm sure hackers have badgered support with the same time of attitude that you displayed in your emails. If I was working in support and got tickets from you like that....I'd take my time too.

Number one....in my mind....your attitude throws a off a red flag. And its there job to make sure that you the customer is giving proper information to back up your claim that its their account. Tey risk their job if they dont do the proper varification homework.

If they dont do this and this was a hacker???? Then your acct would be taken control of and you'd be 10 times as mad.

Id hate to see your emails if that had happen.

5 hours on Saturday and they haven't responded yet? THOSE BASTARDS!! What are they doing with all our money?!

hmm.. if you are just rejoining the game after a few years you should know that in the last couple months theres been some fairly serious gaming hacking and account stealing going on and thats why they have gone to the extremes they have with providing details.

Further, when you get to the game login screen, you will need to know the names of at least one of your currently playable characters to log in. If you cant remember that, your probably still going to be screwed unfortunately.

And you can thank the jerks that have been hacking the gamer accounts for all this headache.

I find YOUR actions to be appalling, OP.

YOU expect them to sit there and watch EVERY new message that comes in and sift through them to find YOURS? At some points you didn't even wait for a full hour to pass before bitching up a storm at them again for not responding.

You need to give them more than a day, you need to give them 3 to 5 business days to straighten things out.

You aren't the only person that is messaging them. Just because you bought their game 5 years ago doesn't mean they've upgraded you to first class and are fine tooth combing the support system making sure you are always in contact every second.

I hope to god you aren't doing this because you forgot a character name....

It's freaking Saturday chill the hell out. Wow... And I agree with everyone here who says YOU (the OP) is appalling. You seriously need to chill out and relax.

It's only been 5 hours ffs. What more do you want!? Keep one thing in mind:


It.


Is.


SATURDAY!

I sent in a ticket last night, and I am shocked I even got a response today. I have used NCSoft's support many times, US, and they ask the same questions, and I was never dissatisfied. Everything they ask is reasonable, and makes sense. I am used to support that takes a week to resolve a problem, with NCSoft, rarely have I had to wait 2 days or more for a problem to be resolved.

You EXPECT a <5 hour response from an online customer support service?
This post made me laugh so hard if waiting 5 hours justifies "worst support ever" this must have been the only time you have ever used anything like this. You are on a roid rage calm down do something else no need to vent on a forum about trivial problems like this.
Also keep in mind customer support is currently flooded with requests for help about accounts hacked, which warrant more concern than your problem.
If your really so desperate for immediate support then call otherwise expect a reasonable wait.

Really didnt need to post this on here. Shame on you.