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GW2 support going down hill
Nanfoodle
Member LegendaryPosts: 10,617
My wifes account was hacked so we submitted a ticket, got a customer server rep to reply within 20 min. Advised us she was not able to log in because her account has been hacked as her email on her account has changed and all that jazz. This was a week ago. They sent us an email giving us a list of steps to take to make sure her PC and email were not compromised any more. Being an IT guy I had already taken the steps. They said they would help us recover the account after we emailed them what we had done to make sure her account would not be compromised again. They wanted me to email them all the steps I had taken before they would help. That kinda grated me but fine, I told them what I had done.... then...
No reply for 48hrs, then I get an email saying because we didnt reply they had closed my ticket. I emailed them back and gave them a run down and copy of my last email to them. Again I get emailed the same set of instructions. So I email them again what I had done to make sure my account was no compromised. Again 48hrs later I get the same email. The ticket is closed because I have not responded. I again emailed them and no reply again.
I have opened a new ticket and this time I didnt not get a reply at all, its been 36hrs and no one has contacted me about my new ticket. Its been a week and I am now getting a little ticked. Not sure what do do now lol Last time I needed help resetting my password it took all of 2-3hrs.
Comments
Had problems with them in the past as well. I went to buy something from there cash shop and used paypal. They has some kind of redirect on the page using javascript which i have blocked and it caused the transaction to fail. After that they locked out my account and it took about 2 and a half weeks to regain access with their brown substance like level of CS. At the end of it I logged in and had some kind of chest they gave me for my trouble. I wasn't happy.
I forgot about this, at the time this happened they had a thread on their forums specifically to deal with their crappy CS. If you posted in there with a ticket number etc someone higher up would take a look at it in order of forum posts received. I don't have the link to that post but you could try that.
And kids remember, this is why we have 2-way authentication. Very simple to use, saves tons of headache. Good luck with your tickets. I've had my issues resolved with them within 3-4 days. I'm not saying you are doing something wrong, but then again ... I might
They should've asked you for serial keys and few questions about the account ownership, its very systematic. Once you answer those, your account gets unlocked.
Did you reply to the email or the ticket?
They might not be getting your reply if you are not using the link to the ticket and replying to the email.
Ya we replied back and forth and covers cd keys and everything. They already said they would help us get the account back after we tock steps like changing my wife's email password. We did and they asked us to tell them what steps we took, I did email them what I had done and no reply back for almost 6 days, getting emails every 48hrs telling me the ticket is closed because we didnt respond. Even though I had many times.
then again, the thousands of others not posting that do not use 2-way authentication are doing just fine.
^ good question. I actually hadn't considered that since he said he was an IT guy but anything is possible!
As they have explained in the forums they have had a big surge of new players and returning players.
When I had a problem with a gem store purchase last august it was solved in a few hours.
Currently playing: GW2
Going cardboard starter kit: Ticket to ride, Pandemic, Carcassonne, Dominion, 7 Wonders
Well, while I wait for them to help me, Im signing up this guys email for spam mail. Anyone wana help?
Isn't he using a puppet mail account, lol? I doubt spam will do anything to him even if it doesn't get filtered.
If he is using a real email account (for some stupid reason) you could probably track him down at least partially instead of resorting to worthless spam attacks.
Waiting for:
The Repopulation
Albion Online
All sorts of nasty things I could do but Im a nice guy and the worst I could bring myself to do is sign him for up buying Russian wives dating service. Im pathetic.
It isn't like ANet is known for their great support........
James T. Kirk: All she's got isn't good enough! What else ya got?
If it takes a few more days with no response, maybe you can try to post on this thread if you can access the forums:
https://forum-en.guildwars2.com/forum/support/support/Tickets-for-Review-7-days-older-Part-2
That usually gets Gaile Gray's attention, she's usually quite good at channeling delayed support requests.
If you can't access the forums (which you probably can't if it's your only account), you can get someone to post for you with the ticket number, I can do it if you want (send the number by private message).
You say it took 2-3 hours to reset the password the first time, maybe that's why it's taking longer, though, from what I've read in forums they are more strict when it's the second or more time you've been hacked. Also double check your email (change the secret questions too), if they were having trouble receiving your mails, and sent the reset to the wrong mail, might most likely be a problem on their end, but might also mean the email account is still compromised.
What can men do against such reckless hate?
Being a customer of Anet for over 10 years now, always had good service.
Currently playing: GW2
Going cardboard starter kit: Ticket to ride, Pandemic, Carcassonne, Dominion, 7 Wonders
Your experience does not equate to that of everyone else.....
James T. Kirk: All she's got isn't good enough! What else ya got?
I also have had timely and good service from Anet as well.
Of course you have.......
James T. Kirk: All she's got isn't good enough! What else ya got?
As someone else said in this thread: They have areas in their customer support forums specifically for dated tickets to get escalated.
This person -the OP- who claims to be "an IT professional" apparently set up no security for his wife's account or computer. The game has had Mobile Authenticator since October 2012 available for people to utilize for account security. Besides that, it sounds like her email was hacked, which is kind of sad considering that IT pros know to change passwords once every 3 months (4x a year) at minimum and do so for their spouses and family (I personally service 7 with email reminders and physical assistance too).
It really sounds to me like a case of not enough effort on the party of the consumer. No effort to secure their own personal email accounts, their own computer, or their own game account. No effort to constantly follow up with emails, other avenues of communication with the company, or any other path of contact (even going on their Facebook and Twitter channels, for example). Just a lot of complaints without any accountability for one's own actions (or in this case, inactions).
Oh, and I dug up a real gem from the OP:
~Wanting to report them to the BBB when log in issues during the game's Beta.
http://www.mmorpg.com/discussion2.cfm/thread/348528/page/1
Ohhhhh, i wonder why you didnt say OP the same *cough* post history *cough*
Ya keeping her protected is hard, she is one of the deal hunters. Signing up for every coupon and free samples. I have tried to get her to keep one email addy clean just for her online games but in the end she ends up using it to get an 8th round of free samples.
Any ways, they finally switched the email to a shinny new one thats never been used and we reset her password. Now I have to go through all her other accounts and see what else the hackers have gotten into through her email. Thanks to the people who talked with me through this pain in my side. Anet really needs to do better then this, over a week to recover an account, with Customer Server reps making many mistakes that just dragged out the whole thing. This really should have been resolved in 1-2 days tops.