Zoop.1360

13 days and still absolutely no word from support. Now my holiday is over and I haven't been able to play my game once during that time.Thanks ArenaNet!

11 days and I STILL can't play the game I paid for.Nobody can tell me this shit is excusable. Why are no outlets picking this story up? It's absolutely disastrous. In 2018 we have people unable to play an MMO because they're waiting weeks for support. I've never seen another company tank their support channels this hard.

I completely disagree. Accounts get hacked in every MMO on the market. It's not an issue that disproportionately affects GW2. Considering we still hear about hacked accounts regularly, these measures clearly aren't solving the problem. These excessive security measures likely cause way more support tickets than they prevent hacked accounts. It's a ham-fisted way of doing it and there's a reason Guild Wars (1 and 2) is the only MMO on the market to use these measures. They're simply not good security solutions. If you have proper 2FA or an authenticator app (both of which Arenanet has), these security measures should not be necessary. It's not 2012 anymore. Expecting people to remember character names in order to reset their password is simply not a reasonable security measure.

I will say that I haven't had this bad support in a very long time and it's not the first time it happens to Arenanet either. They quite regularly get swamped with support tickets and then this fiasco happens. It's just the first time (to my knowledge) that it last so long. There's clearly a huge problem in their support department and they should have addressed this ages ago. Another problem is that they create more support issues through their poor design decisions. As an example, to do a simple password reset requires you to know your serial key and a character name. This is absolutely ridiculous for a password reset and no doubt a huge contributor to support tickets being made. Same goes with not being able to change your email address without contacting support. This is a standard feature that pretty much every big MMO has by default. The amount of times it saves accounts from being hacked cannot justify the sheer inconvenience or lost man-hours in the support department.From my perspective, they can do the following to help: Remove the serial and character name requirements from password resets. Keep those only if a player needs to recover an account when password reset has failed.Remove Guild Wars 1 character name from the requirements to log in to the original game.*Let players change their email address themselves. Just implement better authentication around email address changes. These 3 things alone should already make a decent dent in the amount of tickets. The hassle these systems create is not worth the benefits of having them. When people have to wait 3 weeks for a support resolution before they can play a game for an arbitrary reason like "forgot character name", it's a sign that your systems are not optimised at all. And there are many GW1 players who have been locked out of the game, as indicated by the complaints here and on Reddit.

This is what makes me the most upset. I can see that there was activity on my ticket after I made it, but no response whatsoever.

This is absolutely unacceptable. I'm trying to recover my Guild Wars 1 account, but almost a week and not even a peep or a squeak. I have my username and password, all I need is for someone to tell me one of the character names so I can log in and play. But nah, nothing from support's side. #6990098 I can't remember the last time I encountered such terrible support. Backlog or no, this is disastrous. I almost can't believe your support systems are this bad. Come on! No doubt Guild Wars 1 support tickets are also getting the least priority in the queue.