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Some pretty poor customer service

robhyp10robhyp10 Plainview, TXPosts: 13Member

Howdy folks!

 

I don't post often.  I spend most of my time readying forums to gain information about games I play, so I have never been much of a poster, even if I really do not like a game.  I have been having a great time playing GW2.  As I have gotten older I have become more casual in my gaming ( my days of raiding like we did way back in MC wow are over ), so this game is a great fit.  I play with a very serious wow player, she has loved the game as much as I have except for one issue.  A few weeks back she had been hacked, and came into the game to find all of her toons looted.  Being hacked has become part of the gaming landscape, and I am sure no one is supprised folks are hacked in a new game.  What bothers me is not the security issues of the hacking, it is the customer service response that she got from GW2.  The response from customer service was that they could do nothing to help her.  This to me is very scary as an mmo gammer.  I was hacked in wow a while back, and it sucked.  log in and find the toon you have been working for a very long time to be altered by others is never a good feeling.  In wow it seems that getting hacked is something they take seriously.  It was my fault that I got hacked (darn sure it was a keylogger).  However, wow customer service did not care about fault, they just tried to make my toon right again.  My friend's response from customer service with GW2 was, you are out of luck....thank you for playing.  With such a divergence in customer support philosophies I am sure GW2 will be taking a hit.  My friend said one thing to me the other night that scared me, "if it happens again I am going back to wow".  It scares me since I would have go back as well, If it can happen to her it can happen to me.  I would hate to have to leave a game due to a customer service issue.  Security of our toons is something any  mmo gamer wants.  I think this is an issue GW2 needs to take a closer look at, or some good folk will be heading in other directions, and that would be sad........this is a realy good game.  

Comments

  • VorchVorch Somewhere, FLPosts: 800Member

    I would submit another ticket explaining your situation in further detail and have the REASONING behind their choice not to rollback your character explained to you.

     

    The only reason she should not be able to get her account back is if she does not remember her account's information. However, it appears as if someone took all her stuff and sold it (which is very strange for hackers...most will first change your password, making sure you don't have access to your own account). That means she still has access to her account, just not her items.

    The reason that this is difficult to address for customer service is because technically, she could have sold those items to a friend, claimed she gotten hacked, and then gotten the items back PLUS her orignial items. 90% of the time, this is not the case, but it happens often enough where we all have to suffer for the douchieness of a few.

     

    However, ANet has taken steps to prevent hacking in the future. Here's the blog post that they put up today:

     

    https://www.guildwars2.com/en/news/mike-obrien-on-account-security/

     

    I sincerely hope for a positive resolution to your issues.

    "As you read these words, a release is seven days or less away or has just happened within the last seven days— those are now the only two states you’ll find the world of Tyria."...Guild Wars 2

  • vort3xvort3x Jebem vam materPosts: 129Member

    It seems like Anet was completely overwhelmed by the number of tickets they were receiving. Ofcourse that is really no surprise, since Anet only has 270 employees in total, and there's more than 2 000 000 players

    Still it may be a surprise, but it is hardly an excuse...

  • aligada87aligada87 Queens, NYPosts: 219Member
    Originally posted by robhyp10

    Howdy folks!

     

    I don't post often.  I spend most of my time readying forums to gain information about games I play, so I have never been much of a poster, even if I really do not like a game.  I have been having a great time playing GW2.  As I have gotten older I have become more casual in my gaming ( my days of raiding like we did way back in MC wow are over ), so this game is a great fit.  I play with a very serious wow player, she has loved the game as much as I have except for one issue.  A few weeks back she had been hacked, and came into the game to find all of her toons looted.  Being hacked has become part of the gaming landscape, and I am sure no one is supprised folks are hacked in a new game.  What bothers me is not the security issues of the hacking, it is the customer service response that she got from GW2.  The response from customer service was that they could do nothing to help her.  This to me is very scary as an mmo gammer.  I was hacked in wow a while back, and it sucked.  log in and find the toon you have been working for a very long time to be altered by others is never a good feeling.  In wow it seems that getting hacked is something they take seriously.  It was my fault that I got hacked (darn sure it was a keylogger).  However, wow customer service did not care about fault, they just tried to make my toon right again.  My friend's response from customer service with GW2 was, you are out of luck....thank you for playing.  With such a divergence in customer support philosophies I am sure GW2 will be taking a hit.  My friend said one thing to me the other night that scared me, "if it happens again I am going back to wow".  It scares me since I would have go back as well, If it can happen to her it can happen to me.  I would hate to have to leave a game due to a customer service issue.  Security of our toons is something any  mmo gamer wants.  I think this is an issue GW2 needs to take a closer look at, or some good folk will be heading in other directions, and that would be sad........this is a realy good game.  

    tbh i been seeing alot of these post latley, and whats more interesting is it happend to my friend as well. he has never bought gold or anything. i think arenanet will only take this seriously if their players banded together. for example, in eve when there was an issue with the game everyone in eve protested in jita aka main trading hub of the game. ccp game devs of eve online literally got out there comfy beds and literally adressed the issue. i'm not sure if it was solved or not because i wasn't there but hearing about it and looking at the video on youtube posted by many can really grab any devs attention. i suggest you should do the same. i play gw2 although i enjoy it, it's just another mmo to me so i wouldn't mind supporting you if you ever want to protest againts this issue. this issue is a serious matter and arenanet really does need to do something about it.

  • Cod_EyeCod_Eye jarrowPosts: 1,016Member

    So easy to blame a company for hacked accounts, people want to start looking closer to home and look at their own online security,  Anet was overwhelmed by this issue, and they gave a very detailed explanation as to how these hackers are getting account details, and a significant amount of players have still not bothered to authenticate their IP.

     

    You don't have to buy gold from RMT, they get email databases from sites like this, (how many forums groups do you belong to?), and they also buy information from hacked databases from other sources, check back the past 12 months of how many databases have been hacked, the details of millions of accounts from various source are freely available to buy if you know who from.

  • ThaneThane berlinPosts: 2,230Member Uncommon
    Originally posted by vort3x

    It seems like Anet was completely overwhelmed by the number of tickets they were receiving. Ofcourse that is really no surprise, since Anet only has 270 employees in total, and there's more than 2 000 000 players

    Still it may be a surprise, but it is hardly an excuse...

    yes, because 80% of those tickets are "YOUR FUCKING GAME IS BUGGED! I CANNOT KILL THAT MOB!!!!!!!!!" *standing next to the mob trying to slash it away wow style*

    "I'll never grow up, never grow up, never grow up! Not me!"

  • KyleranKyleran Tampa, FLPosts: 19,977Member Uncommon

    No sub fee.

    This is extremely important, but most fail to understand that no sub fee means limited funding for customer support, one of the most costly post implementation expenses in any software, gaming more than most others.

    Sure, Blizzard bends over backwards to restore lost accounts, means 15.00 a month flowing into the coffers, perhaps forever.

    In ANETs case, they are almost encouraged to let you flounder, because if you really want to get back into the game you'll have to buy a new copy which brings them new revenue. (I know, that's a cynical way to look at it, but you can't deny the possiblity)

    Unfortunately, it's every consumers responsbility to make sure they don't get hacked, I myself realize I'm guilty of using the same passwords in games that I've used to log into websites that are by no means secure. (something I've since rectified)

    It's really not the responsibility of the vendor to solve your security problems.  Sure, if there's a financial reason for them to do so, they will, but don't expect a lot of customer service out of the goodness of their hearts.

     

    In my day MMORPG's were so hard we fought our way through dungeons in the snow, uphill both ways.
    "I don't have one life, I have many lives" - Grunty
    Still currently "subscribed" to EVE, and only EVE!!!
    "This is the most intelligent, well qualified and articulate response to a post I have ever seen on these forums. It's a shame most people here won't have the attention span to read past the second line." - Anon

  • bcbullybcbully Westland, MIPosts: 8,260Member Uncommon
    delete
     
  • Cod_EyeCod_Eye jarrowPosts: 1,016Member
    Originally posted by aligada87
    Originally posted by robhyp10

    Howdy folks!

     

    I don't post often.  I spend most of my time readying forums to gain information about games I play, so I have never been much of a poster, even if I really do not like a game.  I have been having a great time playing GW2.  As I have gotten older I have become more casual in my gaming ( my days of raiding like we did way back in MC wow are over ), so this game is a great fit.  I play with a very serious wow player, she has loved the game as much as I have except for one issue.  A few weeks back she had been hacked, and came into the game to find all of her toons looted.  Being hacked has become part of the gaming landscape, and I am sure no one is supprised folks are hacked in a new game.  What bothers me is not the security issues of the hacking, it is the customer service response that she got from GW2.  The response from customer service was that they could do nothing to help her.  This to me is very scary as an mmo gammer.  I was hacked in wow a while back, and it sucked.  log in and find the toon you have been working for a very long time to be altered by others is never a good feeling.  In wow it seems that getting hacked is something they take seriously.  It was my fault that I got hacked (darn sure it was a keylogger).  However, wow customer service did not care about fault, they just tried to make my toon right again.  My friend's response from customer service with GW2 was, you are out of luck....thank you for playing.  With such a divergence in customer support philosophies I am sure GW2 will be taking a hit.  My friend said one thing to me the other night that scared me, "if it happens again I am going back to wow".  It scares me since I would have go back as well, If it can happen to her it can happen to me.  I would hate to have to leave a game due to a customer service issue.  Security of our toons is something any  mmo gamer wants.  I think this is an issue GW2 needs to take a closer look at, or some good folk will be heading in other directions, and that would be sad........this is a realy good game.  

    tbh i been seeing alot of these post latley, and whats more interesting is it happend to my friend as well. he has never bought gold or anything. i think arenanet will only take this seriously if their players banded together. for example, in eve when there was an issue with the game everyone in eve protested in jita aka main trading hub of the game. ccp game devs of eve online literally got out there comfy beds and literally adressed the issue. i'm not sure if it was solved or not because i wasn't there but hearing about it and looking at the video on youtube posted by many can really grab any devs attention. i suggest you should do the same. i play gw2 although i enjoy it, it's just another mmo to me so i wouldn't mind supporting you if you ever want to protest againts this issue. this issue is a serious matter and arenanet really does need to do something about it.

    Go and read Anets blog on the issue, instead of making wild accusations against Anet, They have spent so much time on this issue the past couple of weeks because people like your freind dont secure their own details.

     

    https://www.guildwars2.com/en/news/mike-obrien-on-account-security/?utm_source=client

  • GeezerGamerGeezerGamer ChairPosts: 5,586Member Uncommon


    Originally posted by biggarfoot
    So easy to blame a company for hacked accounts, people want to start looking closer to home and look at their own online security,  Anet was overwhelmed by this issue, and they gave a very detailed explanation as to how these hackers are getting account details, and a significant amount of players have still not bothered to authenticate their IP.

    While I am sure there are many examples of player's own irresponsibility leading to compromised accounts, you can't make that assumption each and every time. Every single time a player says they got hacked, some ANET White Knight has to show up and point the finger at the victim (And it's not just a couple) spewing, something about reused passwords or something like that, as if you were the info-sec expert investigating their case.

    It's not like I've never received emails from Blizard, Trion and other non gaming companies warning me that they EFFED UP in managing my personal info. And why wouldn't ANET be a target?

    These responses are right up there with "You are doing it wrong". As if you know.

  • aligada87aligada87 Queens, NYPosts: 219Member
    Originally posted by biggarfoot
    Originally posted by aligada87
    Originally posted by robhyp10

    Howdy folks!

     

    I don't post often.  I spend most of my time readying forums to gain information about games I play, so I have never been much of a poster, even if I really do not like a game.  I have been having a great time playing GW2.  As I have gotten older I have become more casual in my gaming ( my days of raiding like we did way back in MC wow are over ), so this game is a great fit.  I play with a very serious wow player, she has loved the game as much as I have except for one issue.  A few weeks back she had been hacked, and came into the game to find all of her toons looted.  Being hacked has become part of the gaming landscape, and I am sure no one is supprised folks are hacked in a new game.  What bothers me is not the security issues of the hacking, it is the customer service response that she got from GW2.  The response from customer service was that they could do nothing to help her.  This to me is very scary as an mmo gammer.  I was hacked in wow a while back, and it sucked.  log in and find the toon you have been working for a very long time to be altered by others is never a good feeling.  In wow it seems that getting hacked is something they take seriously.  It was my fault that I got hacked (darn sure it was a keylogger).  However, wow customer service did not care about fault, they just tried to make my toon right again.  My friend's response from customer service with GW2 was, you are out of luck....thank you for playing.  With such a divergence in customer support philosophies I am sure GW2 will be taking a hit.  My friend said one thing to me the other night that scared me, "if it happens again I am going back to wow".  It scares me since I would have go back as well, If it can happen to her it can happen to me.  I would hate to have to leave a game due to a customer service issue.  Security of our toons is something any  mmo gamer wants.  I think this is an issue GW2 needs to take a closer look at, or some good folk will be heading in other directions, and that would be sad........this is a realy good game.  

    tbh i been seeing alot of these post latley, and whats more interesting is it happend to my friend as well. he has never bought gold or anything. i think arenanet will only take this seriously if their players banded together. for example, in eve when there was an issue with the game everyone in eve protested in jita aka main trading hub of the game. ccp game devs of eve online literally got out there comfy beds and literally adressed the issue. i'm not sure if it was solved or not because i wasn't there but hearing about it and looking at the video on youtube posted by many can really grab any devs attention. i suggest you should do the same. i play gw2 although i enjoy it, it's just another mmo to me so i wouldn't mind supporting you if you ever want to protest againts this issue. this issue is a serious matter and arenanet really does need to do something about it.

    Go and read Anets blog on the issue, instead of making wild accusations against Anet, They have spent so much time on this issue the past couple of weeks because people like your freind dont secure their own details.

     

    https://www.guildwars2.com/en/news/mike-obrien-on-account-security/?utm_source=client

    you work for anet don't you :) if you don't i think you should. you would make a great mascot for them GOGO ANET GO ANET GOGO ANET GO ANET. 

  • vort3xvort3x Jebem vam materPosts: 129Member
    Originally posted by Thane
    Originally posted by vort3x

    It seems like Anet was completely overwhelmed by the number of tickets they were receiving. Ofcourse that is really no surprise, since Anet only has 270 employees in total, and there's more than 2 000 000 players

    Still it may be a surprise, but it is hardly an excuse...

    yes, because 80% of those tickets are "YOUR FUCKING GAME IS BUGGED! I CANNOT KILL THAT MOB!!!!!!!!!" *standing next to the mob trying to slash it away wow style*

    There definitely are retarded tickets there, I'm pretty sure of that. But retards are so common nowadays we just have to learn to live with them and take them into account when we're doing something such as solving customer tickets... :P

  • aligada87aligada87 Queens, NYPosts: 219Member
    Originally posted by aligada87
    Originally posted by biggarfoot
    Originally posted by aligada87
    Originally posted by robhyp10

    Howdy folks!

     

    I don't post often.  I spend most of my time readying forums to gain information about games I play, so I have never been much of a poster, even if I really do not like a game.  I have been having a great time playing GW2.  As I have gotten older I have become more casual in my gaming ( my days of raiding like we did way back in MC wow are over ), so this game is a great fit.  I play with a very serious wow player, she has loved the game as much as I have except for one issue.  A few weeks back she had been hacked, and came into the game to find all of her toons looted.  Being hacked has become part of the gaming landscape, and I am sure no one is supprised folks are hacked in a new game.  What bothers me is not the security issues of the hacking, it is the customer service response that she got from GW2.  The response from customer service was that they could do nothing to help her.  This to me is very scary as an mmo gammer.  I was hacked in wow a while back, and it sucked.  log in and find the toon you have been working for a very long time to be altered by others is never a good feeling.  In wow it seems that getting hacked is something they take seriously.  It was my fault that I got hacked (darn sure it was a keylogger).  However, wow customer service did not care about fault, they just tried to make my toon right again.  My friend's response from customer service with GW2 was, you are out of luck....thank you for playing.  With such a divergence in customer support philosophies I am sure GW2 will be taking a hit.  My friend said one thing to me the other night that scared me, "if it happens again I am going back to wow".  It scares me since I would have go back as well, If it can happen to her it can happen to me.  I would hate to have to leave a game due to a customer service issue.  Security of our toons is something any  mmo gamer wants.  I think this is an issue GW2 needs to take a closer look at, or some good folk will be heading in other directions, and that would be sad........this is a realy good game.  

    tbh i been seeing alot of these post latley, and whats more interesting is it happend to my friend as well. he has never bought gold or anything. i think arenanet will only take this seriously if their players banded together. for example, in eve when there was an issue with the game everyone in eve protested in jita aka main trading hub of the game. ccp game devs of eve online literally got out there comfy beds and literally adressed the issue. i'm not sure if it was solved or not because i wasn't there but hearing about it and looking at the video on youtube posted by many can really grab any devs attention. i suggest you should do the same. i play gw2 although i enjoy it, it's just another mmo to me so i wouldn't mind supporting you if you ever want to protest againts this issue. this issue is a serious matter and arenanet really does need to do something about it.

    Go and read Anets blog on the issue, instead of making wild accusations against Anet, They have spent so much time on this issue the past couple of weeks because people like your freind dont secure their own details.

     

    https://www.guildwars2.com/en/news/mike-obrien-on-account-security/?utm_source=client

    you work for anet don't you :) if you don't i think you should. you would make a great mascot for them GOGO ANET GO ANET GOGO ANET GO ANET. 

    ok so you can't sympatize for his friend? ok one you completly missed my point. the protest would yes deliver a message to anet about security data base but it is also a message adressing to how they act upon on how they handle their customer service. seriously ask yourself would you really want someone to respond back to you like that after being hacked. protest can send different messages not just adressing one matter if you don't know how it works just for your info

  • botrytisbotrytis In Flux, MIPosts: 2,567Member
    Originally posted by Kyleran

    No sub fee.

    This is extremely important, but most fail to understand that no sub fee means limited funding for customer support, one of the most costly post implementation expenses in any software, gaming more than most others.

    Sure, Blizzard bends over backwards to restore lost accounts, means 15.00 a month flowing into the coffers, perhaps forever.

    In ANETs case, they are almost encouraged to let you flounder, because if you really want to get back into the game you'll have to buy a new copy which brings them new revenue. (I know, that's a cynical way to look at it, but you can't deny the possiblity)

    Unfortunately, it's every consumers responsbility to make sure they don't get hacked, I myself realize I'm guilty of using the same passwords in games that I've used to log into websites that are by no means secure. (something I've since rectified)

    It's really not the responsibility of the vendor to solve your security problems.  Sure, if there's a financial reason for them to do so, they will, but don't expect a lot of customer service out of the goodness of their hearts.

     

    SUB fees have nothing to do with it. Did you know that when WoW started, Blizzard initially RENTED their game servers? Then they eventually got their own. Sub fees have nothing to do with good customer support - it is a fallacy and a pipe dream.

    image

    "In 50 years, when I talk to my grandchildren about these days, I'll make sure to mention what an accomplished MMO player I was. They are going to be so proud ..."
    by Naqaj - 7/17/2013 MMORPG.com forum

  • GeezerGamerGeezerGamer ChairPosts: 5,586Member Uncommon


    Originally posted by botrytis
    Originally posted by Kyleran No sub fee. This is extremely important, but most fail to understand that no sub fee means limited funding for customer support, one of the most costly post implementation expenses in any software, gaming more than most others. Sure, Blizzard bends over backwards to restore lost accounts, means 15.00 a month flowing into the coffers, perhaps forever. In ANETs case, they are almost encouraged to let you flounder, because if you really want to get back into the game you'll have to buy a new copy which brings them new revenue. (I know, that's a cynical way to look at it, but you can't deny the possiblity) Unfortunately, it's every consumers responsbility to make sure they don't get hacked, I myself realize I'm guilty of using the same passwords in games that I've used to log into websites that are by no means secure. (something I've since rectified) It's really not the responsibility of the vendor to solve your security problems.  Sure, if there's a financial reason for them to do so, they will, but don't expect a lot of customer service out of the goodness of their hearts.  
    SUB fees have nothing to do with it. Did you know that when WoW started, Blizzard initially RENTED their game servers? Then they eventually got their own. Sub fees have nothing to do with good customer support - it is a fallacy and a pipe dream.

    And they were able to rent those servers for free right?
    They didn't have bills to pay each month for using those did they?

  • NadiaNadia Canonsburg, PAPosts: 11,866Member Common

     

    Originally posted by Vorch

    I would submit another ticket explaining your situation in further detail and have the REASONING behind their choice not to rollback your character explained to you.

    account recovery aside 

    ANET has no support for character recovery or rollbacks

     

    this was posted 2 weeks ago

    https://forum-en.guildwars2.com/forum/support/account/CHARACTERS-DELETED

    We do not have the capacity to reinstate character or “roll back” accounts.

    Just to clarify, we don’t have the capacity to reinstate characters right now

    This is something we take really seriously, we are gathering the data, and we’ll be able to offer this service in the future.

  • CakeisyummehCakeisyummeh GlasgowPosts: 194Member
    They have your money, why should they care about you?
  • VorchVorch Somewhere, FLPosts: 800Member
    Originally posted by Nadia

    account recovery aside 

    ANET has no support for character recovery or rollbacks

     

    this was posted 2 weeks ago

    https://forum-en.guildwars2.com/forum/support/account/CHARACTERS-DELETED

    We do not have the capacity to reinstate character or “roll back” accounts.

    Just to clarify, we don’t have the capacity to reinstate characters right now

    This is something we take really seriously, we are gathering the data, and we’ll be able to offer this service in the future.

    Ahh, I never knew that. That's a bit troubling. Well, doubling down on my account security then. No wonder they keep making blog posts about taking your personal security seriously.

     

    Thanks for the info.

    "As you read these words, a release is seven days or less away or has just happened within the last seven days— those are now the only two states you’ll find the world of Tyria."...Guild Wars 2

  • mazutmazut SofiaPosts: 885Member Uncommon
    Originally posted by Thane
    Originally posted by vort3x

    It seems like Anet was completely overwhelmed by the number of tickets they were receiving. Ofcourse that is really no surprise, since Anet only has 270 employees in total, and there's more than 2 000 000 players

    Still it may be a surprise, but it is hardly an excuse...

    yes, because 80% of those tickets are "YOUR FUCKING GAME IS BUGGED! I CANNOT KILL THAT MOB!!!!!!!!!" *standing next to the mob trying to slash it away wow style*

    You might be right. I sent more then a dosen bug report and now I'm sure at least one of them was not bugged at all, its just that I had no idea how and why. I guess there are many similar reports.

  • robhyp10robhyp10 Plainview, TXPosts: 13Member

    Thanks for the great find in their offical forums Nadia.  Very scary that they can not roll back toons.  

     

    Thanks to all of you who have posted, some great reads there.  Seems thanks to Nadia we have an answer.  At least we know that we have to be extra careful with our game security.  

     

    To Thane, that was a very funny post.  I was laughing on that one.  True dat,  so many folks write some pretty stupid tickets.

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