Arena Net ignoring support tickets? — Guild Wars 2 Forums

Arena Net ignoring support tickets?

CounterCookie.9403CounterCookie.9403 Member ✭✭
edited January 13, 2018 in Account & Technical Support

So my friend jerks.3172 sent in like 3 tickets to get his account back, 3 problems is that he had. The authenticate app hooked up to it and now it doesn't work anymore and secondly he can't access his old email. Lastly he is denied login access from his email because it was possibly hacked into. He has sent 3 support tickets for the past 3 months and no response. Is his account gone forever?

Tagged:

Comments

  • Also he provided as much information on his account as he can but never got a reply

  • Did your friend check his spam/junk folders? Did your friend provide a new email address he could be contacted with? Did your friend update his tickets to inquire about progress?

  • CounterCookie.9403CounterCookie.9403 Member ✭✭
    edited January 13, 2018

    Yes he did check his spam/junk folder nothing was found. He provided his new email address he could be contacted by in the ticket,
    but he has no ticket # nor can update any of his ticket since it was submitted anonymously since he cant log in due to 2 step authenticator not working.

  • Our CS Team would not ignore legitimate tickets so rest assured we will want to give your friend all the help we can.

    I'd suggest that your friend do this: Take all the concerns and update the oldest ticket by simply responding to the e-mail on that ticket. (Numbers are consecutive, look for the lowest, or judge by ticket date.) With all the information in one ticket the team would be helped greatly. Thank you for passing this along to him.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • CounterCookie.9403CounterCookie.9403 Member ✭✭
    edited January 14, 2018

    So my friend told me he sent his ticket due to being denied access to his account he had to submit one anonymously but has never gotten a reply on it. He has no ticket # or email, what should he do then?

  • Your friend could always create a new email account, and submit a new ticket. Some email providers block legitimate mail, so you could suggest he whitelist the ArenaNet addresses. There used to be a 'Not receiving our emails' Sticky on the old forums with all the addresses to whitelist.

    Good luck.

  • coglin.1496coglin.1496 Member ✭✭✭

    @CounterCookie.9403 said:
    So my friend told me he sent his ticket due to being denied access to his account he had to submit one anonymously but has never gotten a reply on it. He has no ticket # or email, what should he do then?

    So why doesn't "your friend" post on the forums and ask about this himself?

    Do not confuse your objective opinion with that of objective fact. Remember, what you say matters, not what you meant to say.

  • Seera.5916Seera.5916 Member ✭✭✭

    @coglin.1496 said:

    @CounterCookie.9403 said:
    So my friend told me he sent his ticket due to being denied access to his account he had to submit one anonymously but has never gotten a reply on it. He has no ticket # or email, what should he do then?

    So why doesn't "your friend" post on the forums and ask about this himself?

    Because like the OP said, he is denied access to his account.

  • He could try phoning NCSoft.

    http://us.ncsoft.com/en/contact-us/

  • RoseofGilead.8907RoseofGilead.8907 Member ✭✭✭✭
    edited January 16, 2018

    @Leamas.5803 said:
    He could try phoning NCSoft.

    http://us.ncsoft.com/en/contact-us/

    The page you linked says: "For any game related issues, please contact support. "
    Calling NCSoft won't help OP's friend with their issue.

    Oh look. I have a signature now.

  • Leamas.5803Leamas.5803 Member ✭✭
    edited January 16, 2018

    But it's not a game related issue...it's an account issue. He can't get in to the game to have issues or log on to the web site to contact support since his entire account is locked. What will calling hurt? They might say they can't help, or they might be able to forward him to someone who can.

  • RoseofGilead.8907RoseofGilead.8907 Member ✭✭✭✭
    edited January 16, 2018

    @Leamas.5803 said:
    But it's not a game related issue...it's an account issue. He can't get in to the game to have issues or log on to the web site to contact support since his entire account is locked. What will calling hurt? They might say they can't help, or they might be able to forward him to someone who can.

    An account issue is a game issue. The issue at hand is a GW2 account issue and not an NCSoft account issue, so NCSoft would just direct the caller to the support website for GW2 (just as the NCSoft support webpage does). Sure, calling wouldn't hurt anything, but it'd be a waste of time.

    Oh look. I have a signature now.

  • Leamas.5803Leamas.5803 Member ✭✭
    edited January 16, 2018

    @RoseofGilead.8907 said:

    @Leamas.5803 said:
    But it's not a game related issue...it's an account issue. He can't get in to the game to have issues or log on to the web site to contact support since his entire account is locked. What will calling hurt? They might say they can't help, or they might be able to forward him to someone who can.

    An account issue is a game issue. The issue at hand is a GW2 account issue and not an NCSoft account issue, so NCSoft would just direct the caller to the support website for GW2 (just as the NCSoft support webpage does). Sure, calling wouldn't hurt anything, but it'd be a waste of time.

    Perhaps, whether it's a game issue or not is a matter of semantics, but I lack patience, and have worked on an IT service desk as well as tier-2 technical support, so know how they work. I would definitely be looking for a more direct means of contact than an anonymous support ticket, which I'm sure gets the lowest of low priorities and you're most likely to get a form reply, if at all. If the anonymous tickets turned out to be the ONLY option for contact, which is ridiculous, I would be sending them requests at least a couple times a day until they acknowledged me.

    I recently went through the exact same thing with my PSN account, which got compromised in one of the big hacker attacks on Sony. Support told me I'd have to wait 6 months for the lock to clear and I had JUST renewed my PS+ membership a week previous to that. Well, that was not an acceptable answer since it was preventing my kids from using the PS+ games and I only have PS+ for them. Between on-line chats, support tickets and the phone, it magically got resolved within 4 days when I demanded to speak to support supervisor and demanded a refund if it didn't get pushed to tier-2 support (Specifically a DBA to remove the lock flag from my account).

    It's the squeaky wheel man... ;)

  • aandiarie.7195aandiarie.7195 Member ✭✭✭

    Maybe anet could make sure an acct is his by also having his friends vouch that they know him.

  • DBZVelena.5186DBZVelena.5186 Member ✭✭✭
    edited January 16, 2018

    To be clear, did your friend not even receive an automated email confirming the ticket was made? Because if not even that, there might have been a technical issue that prevented the creation of the ticket. Anonymous or not, you still should get an automated response to confirm you made a ticket. This automated response also has your ticket number in its subject line.
    Replying to this email updates the ticket, hence why i ask if your friend even got this automated email. If he didn't, either he has got the mail adres blocked, the ticket creation failed, he miss-spelled his email adres or his mail provider blocks such automated mails.

    Only way i see to fix this is to make a hotmail or gmail email adres. Make a new ticket with that email adres and recreate the ticket. Since there is no knowing if its a miss-spelled email adres, a blocked mail or a technical problem.

    I hope this helps.

    The Splinter Warband [SWB] is looking for both new and experienced roleplayers to join our ranks.
    Medium-heavy Charr RP guild with a focus on special operations.
    PM if you're interested!
    Signed: Alexa SplinterSteel.

  • Seera.5916Seera.5916 Member ✭✭✭

    @Leamas.5803 said:

    @RoseofGilead.8907 said:

    @Leamas.5803 said:
    But it's not a game related issue...it's an account issue. He can't get in to the game to have issues or log on to the web site to contact support since his entire account is locked. What will calling hurt? They might say they can't help, or they might be able to forward him to someone who can.

    An account issue is a game issue. The issue at hand is a GW2 account issue and not an NCSoft account issue, so NCSoft would just direct the caller to the support website for GW2 (just as the NCSoft support webpage does). Sure, calling wouldn't hurt anything, but it'd be a waste of time.

    Perhaps, whether it's a game issue or not is a matter of semantics, but I lack patience, and have worked on an IT service desk as well as tier-2 technical support, so know how they work. I would definitely be looking for a more direct means of contact than an anonymous support ticket, which I'm sure gets the lowest of low priorities and you're most likely to get a form reply, if at all. If the anonymous tickets turned out to be the ONLY option for contact, which is ridiculous, I would be sending them requests at least a couple times a day until they acknowledged me.

    I recently went through the exact same thing with my PSN account, which got compromised in one of the big hacker attacks on Sony. Support told me I'd have to wait 6 months for the lock to clear and I had JUST renewed my PS+ membership a week previous to that. Well, that was not an acceptable answer since it was preventing my kids from using the PS+ games and I only have PS+ for them. Between on-line chats, support tickets and the phone, it magically got resolved within 4 days when I demanded to speak to support supervisor and demanded a refund if it didn't get pushed to tier-2 support (Specifically a DBA to remove the lock flag from my account).

    It's the squeaky wheel man... ;)

    Your issue was pushing through up the chain with the company you had an issue with. And you had leverage.

    NCSoft has no way to fix the player's problem and the OP would find it hard to have enough leverage to get them to do anything other than tell him to contact GW2 Support.

    The OP's friend needs to sort out the email problem and resubmit a ticket.

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭
    edited January 16, 2018

    All tickets were 'anonymous' until recently, because the log-in function was only added a few months ago. Submitting a ticket 'anonymously' does not give the ticket less weight or importance. I'm sure anyone having difficulties purchasing Guild Wars 2 (who, of course, can not log in and must submit a ticket anonymously) is not 'low priority'.

    If multiple tickets are sent in, it only slows the response. Of course, an automated reply is sent. Whether you log in or submit anonymously, the CS Team wants to let you know, almost immediately, that your ticket has been received.

    It's been some time since the OP posted; perhaps his/her friend has had the issue resolved.

  • CounterCookie.9403CounterCookie.9403 Member ✭✭
    edited January 17, 2018

    it hasn't been resolved yet, friend made a new account and submitted a ticket there ,they're really slow on replies and my friend hasn't gotten 1 since. His ticket # is 6770017 but overall he still hasn't gotten a reply from anything. He would play again if he got his account back but problem is hes unable to access it and isn't getting any help

  • RoseofGilead.8907RoseofGilead.8907 Member ✭✭✭✭

    @CounterCookie.9403 said:
    it hasn't been resolved yet, friend made a new account and submitted a ticket there ,they're really slow on replies and my friend hasn't gotten 1 since. His ticket # is 6770017 but overall he still hasn't gotten a reply from anything. He would play again if he got his account back but problem is hes unable to access it and isn't getting any help

    Honestly, your friend probably already got a response to the original ticket but was unable to see it due to not being able to access that email account. If they made a new email account for the new ticket, then they should check for the ticket confirmation email; if they got that email, then they just need to wait for a response (which should happen more quickly if the new email account is on the ticket info).

    Oh look. I have a signature now.

  • My issue got resolved thanks!

  • RoseofGilead.8907RoseofGilead.8907 Member ✭✭✭✭

    @Jerks.3172 said:
    My issue got resolved thanks!

    Yay! That's great news. :)

    Oh look. I have a signature now.

  • Trae.2384Trae.2384 Member ✭✭✭

    @CounterCookie.9403 said:
    it hasn't been resolved yet, friend made a new account and submitted a ticket there ,they're really slow on replies and my friend hasn't gotten 1 since. His ticket # is 6770017 but overall he still hasn't gotten a reply from anything. He would play again if he got his account back but problem is hes unable to access it and isn't getting any help

    I see it was resolved but I must just add that over the years ive contacted support maybe 3-4 times and every time im responded to within minutes so your buddies experience was not the norm ive experienced. I think it was more a technical issue of responses in transit than ignoring.

  • Seera.5916Seera.5916 Member ✭✭✭

    @Trae.2384 said:

    @CounterCookie.9403 said:
    it hasn't been resolved yet, friend made a new account and submitted a ticket there ,they're really slow on replies and my friend hasn't gotten 1 since. His ticket # is 6770017 but overall he still hasn't gotten a reply from anything. He would play again if he got his account back but problem is hes unable to access it and isn't getting any help

    I see it was resolved but I must just add that over the years ive contacted support maybe 3-4 times and every time im responded to within minutes so your buddies experience was not the norm ive experienced. I think it was more a technical issue of responses in transit than ignoring.

    And the nature of the request. They have to make sure the person making the anonymous request actually does own the account in the ticket which can take more time than someone who has an in game problem like accidentally salvaging an ascended or legendary.

  • What's the average wait time for a response on a ticket? I read that its 72 hours that's working days or any day? I have a ticket for 4 days now with only the automated response that my ticket got submitted

  • I have a ticket for about 4 days aswell just for an e-mail change and I haven't yet got any response yet, only the request received automated one.

  • ToraTarou.5290ToraTarou.5290 Member ✭✭
    edited January 26, 2018

    @Srgzombie.4951 said:
    I have a ticket for about 4 days aswell just for an e-mail change and I haven't yet got any response yet, only the request received automated one.

    mine 3 DAY now no respond Garrr I,m out of patient now

  • @Skarthrax.4610 said:
    What's the average wait time for a response on a ticket? I read that its 72 hours that's working days or any day? I have a ticket for 4 days now with only the automated response that my ticket got submitted

    We don't know the average and it wouldn't help anyone with a ticket to know what it was. Tickets can take differing amounts of time to address depending on a variety of factors. Some tickets can be handled by anyone; some need a specialist. Sometimes Support is extra busy due to high volume, e.g. when PoF was announced, there were lots of people asking for password reset requests, as people came back to the game. Sometimes, weather or flu can affect how many of the staff are available. Some tickets need extra research.

    In short: it depends.

    ANet tries to answer questions as quickly as they can, which can be within hours or can take up to 3 days (normally). I've had tickets of mine updated on a weekend, so it seems they have people working 24/7 (but perhaps fewer people some times compared to others).

    "With great power comes not-so-great utility bills."

  • @Illconceived Was Na.9781 said:

    @Skarthrax.4610 said:
    What's the average wait time for a response on a ticket? I read that its 72 hours that's working days or any day? I have a ticket for 4 days now with only the automated response that my ticket got submitted

    We don't know the average and it wouldn't help anyone with a ticket to know what it was. Tickets can take differing amounts of time to address depending on a variety of factors. Some tickets can be handled by anyone; some need a specialist. Sometimes Support is extra busy due to high volume, e.g. when PoF was announced, there were lots of people asking for password reset requests, as people came back to the game. Sometimes, weather or flu can affect how many of the staff are available. Some tickets need extra research.

    In short: it depends.

    ANet tries to answer questions as quickly as they can, which can be within hours or can take up to 3 days (normally). I've had tickets of mine updated on a weekend, so it seems they have people working 24/7 (but perhaps fewer people some times compared to others).

    I Don't think word "Depends" is good . a big company big game like this should do better than that. if you said to many ticket slow you down. so I'm asking why your game have so many problem that cause ppl to submit a lot of ticket in the first place ? //// Or you said you low on man power Why don't you hire more staff ? To me it was a problem in management Anet should reconsider about How to handling a problem for example >>>> Build some automate system that let player do it by them self EX : Changing email by provide some private in formation to system. OR Improve your AI in detecting a high risk transaction// Unauthorized access . OR a system that show how many queue you have to Waite for your ticket. ( it help a lot to see how long you have to Waite better than waite endlessly for first reply). With something like this should reduce a number of ticket you receive in future . and put a less burden on support team. I hope this massage reach Anet CEO or any who can take action. A prolong action about ticket waite time will only low you reputation and give a customer more frustration plz keep that in mind.

    Ps. Unable to play game that your paid for 5 day is huge frustration for me. I even miss a guild mission or some run from my friend. with some of you may think it just a daily mission but for me it not. When a time you did't see me or other customer babbling about this ticket waite time it because they give up and move to other game

    Thank you

  • Skarthrax.4610Skarthrax.4610 Member
    edited January 27, 2018

    My ticket was answered 2-3 hours after i asked in this post with a sincere apology im happy
    Counted the hours and got my answer and solution in 97hours which is 4 days

  • Ben K.6238Ben K.6238 Member ✭✭✭

    @ToraTarou.5290 said:
    I Don't think word "Depends" is good . a big company big game like this should do better than that. if you said to many ticket slow you down. so I'm asking why your game have so many problem that cause ppl to submit a lot of ticket in the first place ? //// Or you said you low on man power Why don't you hire more staff ? To me it was a problem in management Anet should reconsider about How to handling a problem for example >>>> Build some automate system that let player do it by them self EX : Changing email by provide some private in formation to system. OR Improve your AI in detecting a high risk transaction// Unauthorized access . OR a system that show how many queue you have to Waite for your ticket. ( it help a lot to see how long you have to Waite better than waite endlessly for first reply). With something like this should reduce a number of ticket you receive in future . and put a less burden on support team. I hope this massage reach Anet CEO or any who can take action. A prolong action about ticket waite time will only low you reputation and give a customer more frustration plz keep that in mind.

    Ps. Unable to play game that your paid for 5 day is huge frustration for me. I even miss a guild mission or some run from my friend. with some of you may think it just a daily mission but for me it not. When a time you did't see me or other customer babbling about this ticket waite time it because they give up and move to other game

    Thank you

    In theory, we'd all like there to be no problems. But that's just never going to happen, so the job of working out how many support staff to hire is a matter of averaging out how many problems you can expect.

    Support is going to be very busy for the first months following a major release. They won't be so busy in between, and that's when they'll be training new staff. However, they can't hire so many new staff that response times are nearly instant during peak periods, because then they'll have 50-80% of their staff being paid to do nothing during off-peak. The only other alternative is temporary positions, and that would mean most of their team would be rookies who are inefficient at their jobs and don't know much about the game.

    Then there's players sorting out their own problems... that can cause as many problems as it solves. If you can change your own email address, so can a hacker who's gleaned your email login from a hacked database somewhere. That problem is extraordinarily common, and in a game the size of GW2, there will be dozens if not hundreds of players per day who get their email accounts compromised in that way. Automating the security details required to do it yourself would save a lot of time in most cases, but it can also leave accounts vulnerable to brute-force attacks and identity theft that might have been picked up by a real person.

    The length of the queue may not necessarily be helpful either, as there may be several queues depending on the urgency of the issue, and queues may not be strictly followed if there are other players with similarly severe issues that can be resolved more quickly. If I can't play because I have three major problems with my account, I'd expect three other people who can't play because they have one major problem with each of their accounts to be dealt with first.

  • miraude.2107miraude.2107 Member ✭✭✭

    I'm waiting on a ticket to get answered that is a gem shop issue. Kinda frustrating to see last activity a day ago, yet not a change in game.

  • Vayne.8563Vayne.8563 Member ✭✭✭✭

    @Leamas.5803 said:

    @RoseofGilead.8907 said:

    @Leamas.5803 said:
    But it's not a game related issue...it's an account issue. He can't get in to the game to have issues or log on to the web site to contact support since his entire account is locked. What will calling hurt? They might say they can't help, or they might be able to forward him to someone who can.

    An account issue is a game issue. The issue at hand is a GW2 account issue and not an NCSoft account issue, so NCSoft would just direct the caller to the support website for GW2 (just as the NCSoft support webpage does). Sure, calling wouldn't hurt anything, but it'd be a waste of time.

    Perhaps, whether it's a game issue or not is a matter of semantics, but I lack patience, and have worked on an IT service desk as well as tier-2 technical support, so know how they work. I would definitely be looking for a more direct means of contact than an anonymous support ticket, which I'm sure gets the lowest of low priorities and you're most likely to get a form reply, if at all. If the anonymous tickets turned out to be the ONLY option for contact, which is ridiculous, I would be sending them requests at least a couple times a day until they acknowledged me.

    I recently went through the exact same thing with my PSN account, which got compromised in one of the big hacker attacks on Sony. Support told me I'd have to wait 6 months for the lock to clear and I had JUST renewed my PS+ membership a week previous to that. Well, that was not an acceptable answer since it was preventing my kids from using the PS+ games and I only have PS+ for them. Between on-line chats, support tickets and the phone, it magically got resolved within 4 days when I demanded to speak to support supervisor and demanded a refund if it didn't get pushed to tier-2 support (Specifically a DBA to remove the lock flag from my account).

    It's the squeaky wheel man... ;)

    Bad advice in this case. Anet is not Sony. They don't have Thousands of employees and if everyone followed that example they'd be swamped and they'd be forced not to help anyone on the phone anyway. There is no phone support set up at all. It doesn't exist. They're not going to patch you through. THey're not going to solve your problem. But you will be wasting your time and theirs. I'm not even sure how you compare a company like Sony and Anet. Anet is a company that thus far makes two games from one IP. Sony has a huge offering of products and probably thousands if not tens of thousands of employees.

  • atheria.2837atheria.2837 Member ✭✭✭

    @Gaile Gray.6029 said:
    Our CS Team would not ignore legitimate tickets so rest assured we will want to give your friend all the help we can.

    I'd suggest that your friend do this: Take all the concerns and update the oldest ticket by simply responding to the e-mail on that ticket. (Numbers are consecutive, look for the lowest, or judge by ticket date.) With all the information in one ticket the team would be helped greatly. Thank you for passing this along to him.

    They do all the time Gaile. I am sorry you are not aware of the many I have put in that aren't being answered.

    My posts can't even be seen here - which you may or may not know, but I am pretty sure you do....

    GMs aren't doing their jobs, so please stop telling people they are.

    I have friends who have the game but can't login to the website so they can't even put IN a ticket.

    This game is falling apart, Gaile, and you aren't even aware of where, what, why or how... :(

  • Ashantara.8731Ashantara.8731 Member ✭✭✭✭
    edited July 28, 2018

    @CounterCookie.9403 said:
    So my friend jerks.3172 sent in like 3 tickets to get his account back

    The more tickets you create on the same issue, the longer it will take to get results. New tickets won't help you with any issue.

    That said, it took the support team one and a half months to get back to me on a security alert issue (I eventually figured it out myself and everything was settled by the time I received a response). I think that ANet needs to hire a separate team for account security related issues, because those need to be addressed immediately.

    "What good is battle prowess when you are too dead to make use of it?" - Draco Ud Verik (Human Ranger) | Guild: Order of the Ebon [Hand]
    . My GW2 content charts: (1) LWS 4, (2) PoF , (3) Personal story (pre-Claw Island/Orr) , (4) LWS 2 , (5) HoT, (6) Orr campaign , (7) LWS 3

  • @atheria.2837 said:
    They do all the time Gaile. I am sorry you are not aware of the many I have put in that aren't being answered.

    My posts can't even be seen here - which you may or may not know, but I am pretty sure you do....

    GMs aren't doing their jobs, so please stop telling people they are.

    THIS.
    I have contacted Support first in May, and it took them about... what 18 days to reply? To ask me for a screenshot - because I guess they can't check one's account and see. (This is a tactic we used at a certain telecommunication software's support when we didn't have a fix to a new issue yet, and needed one more day to figure it out.)

    By the time I replied with the screenshot, my ticket had been closed, and it bounced back.

    Since then I wrote 3 tickets. EACH ONE GOT CLOSED WITHOUT A SINGLE REPLY FROM SUPPORT.

    So nah, nothing is ok at GW2 support.

  • For issues or questions about customer support tickets, please post in this thread. There is no need, and indeed a great deal of reason not to, create an individual thread about such issues.

    Additional information can be found in our Helping Us Help You thread.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

This discussion has been closed.
©2010–2018 ArenaNet, LLC. All rights reserved. Guild Wars, Guild Wars 2, Heart of Thorns, Guild Wars 2: Path of Fire, ArenaNet, NCSOFT, the Interlocking NC Logo, and all associated logos and designs are trademarks or registered trademarks of NCSOFT Corporation. All other trademarks are the property of their respective owners.