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In case In case you havent been following their forums, ArenaNet is experiencing problems of biblical proportions. And not only are they buried in issues they find daunting, its the customer, the person that paid $60 for a game they were excited about playing, that really gets it "in the end".
Let me explain.
I bought this game over a week ago, lets say 10 days. For the first few days things were going pretty well, I made a few characters, explored some and overall, was enjoying the experience. The game itself is pretty good for the money, although I personally think that even with the "dynamic" events (which really, are nothing more then just quests that spawn on a timer) the game might be more of a bubble than a long term enjoyment.
The first mistake I made, was reading an article by Mike O'Brien regarding password issues and account security. Mike suggested that everyone that had not made a unique password, and a password that is 4 word generated, should do so and change theirs immediately, due to a high volume of hacks to existing accounts using password from previous games. OK, so that sounded like wisdom to me, so I did just that, I went to my account options on their website, and changed my password to one I felt was unique and very hard to hack. Then all hell broke loose...
Right away when I attempted to log back into the game, my NEW password didnt work. Tried and retried, including variations of the password, resulted in the same thing, an error. Attempted to reset THAT password by clicking on the "Forgot your Password" link on their logon page, that brings me to another page that simply says "Not Available".
Great.. so I look around for communications options with ArenaNet to get this problem fixed. No phone numbers for support....?? WOW. Yep its true they don’t take calls. Cant get to the forums with no PW now can I? The only thing I could do was Email their support team and hope for the best.
Eight hours later and still no reply from "support", I get desperate and start looking around again for options. Going through my initial emails when I purchased the game, I came accross a link to verify my email and setup the account. I was actually able to use this to reset my password and get the game started again... this time... for good!!
Two days later, someone from "support" sends me an email stating they had reset my password. Guess they didn’t check to see if my account was active. OK, no problem, Ill just reset it again using the link they provided and all will be well.. YAY.
After resetting my password for the FOURTH time, the next day I cant logon again. Checked my email to see if something had happened, and nothing. Sent in another email to "support" and this time, no replies at all. Nothing for 3 days. Finally, I get an email from "support" on the end of the 3rd day, Im thinking this will be another reset link so I can get going again and play the game I paid for.
What I get instead, is a form letter about "Duplicate Ticket Notifications". Apparently, my 2 emails had resulted in several tickets about the same issue. Well excuse me, if my attempts to communicate using the ONLY options available to me resulted in duplicate tickets. For one thing, I had assumed that the first ticket had been closed after I had reset my password using the email link. But even if so, why the hell dont they have someone checking accounts when emails go through before they open up a new ticket? Either way, I still didnt have a staff member response to my dilemma, only a mass form letter.
(Oh, on the instructions included with the form letter, I should be using their "support" page to update my tickets. Kinda hard to do that when I have no password for that either. All attempts to have a password reset for that particular area result in nothing as well, no emails.)
So I go to the forums and start reading. I was amazed at how many people had similar issues. The forums are FILLED with them. The forum admin, Gaile, stated on an offical page that support issues should be handled within 3 to 5 days...
3 to 5 days huh? Ive been waiting A WEEK now JUST to get a response from a living person. On a problem that was NO fault of my own, other then I felt I should reset my password to one more secure according to this companies articles. I can sympathize with the poor bastards on the forums (which I still cant post in) that have been waiting just as long, with absolutely NO communications or concerns from ArenaNet for their customer base, that have paid good money for this service.
Today I found out that my GW1 account had been "linked" to my GW2 account, which, oh goodie, means I cant play that game either.
To sum this all up, my advise would be to stay the hell away from this company. The game itself isnt all the hype, especially when you cant even play it.....