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ANet needs to learn customer service
Nanfoodle
Member LegendaryPosts: 10,915
Started with my order for GW2 for myself and my wife. We both got a confermation email for our pre purchase and registration. 24 hours ago we got our email invite to the beta weekend events (BWE) and without a hickup we logged into the forum with my wifes info. Downloaded the client and when it installed and you log in you get a nice message saying servers are not up but you are set up for beta for the next beta weekend event. I on the other hand can not log into the forums as it says I need a GW2 account to log into the forums. I try resetting my password and that works ok but when I goto log in I get the same message. So i try logging into the client my wife installed and I get an error code. So I send a ticket to GW2 support. Few hours later I get the cut and paste responce on did you try A, B, C. Username context etc. So I go threw the steps again and email support that the same problem is there and again a few hours later I get the same email asking me to do the same thing. Thinking maybe I missed a step and that why they want me to. So I try again.
So again time passes after I have responed again that this did not help and I get the same cut and paste email. I try a few more times and after 8 tries of getting the same email and no reslution to the problem I start hunting for customer service number to call. Only number is for billing problems only. The line tells me to use the live chat or submit a ticket. So I check the live support and its only open on business hours when I and most people work. This this will be little help for most people. So now I have spent money on something i can use or get support for. I have yet to play the game and I kinda wish I had not bought it. Bad customer service is a big turn off for me.
So I contact the BBB and tell my problem to them... I am not waiting for a response from them. I figure from 12pm-3:20am (over 15hr) and 8 emails I should have gotten one responce from a person that was not a copy and paste answer. I should have the option to talk to a live person on the phone with a AAA MMO. Or have life chat outside business hours. In the end this is a huge fail. I know others on Guru forum are having my problem and for others its something else. Where we stand is upset and feeling ignored as the reps dont seem to take the time to care and want to help. If this is the standard of customer service ArenaNet offiers I say I rather SoE and they are the crud you get on your shoe when walking in the park you are not sure what to wipe it off on. This better get fixed before friday at noon.
Comments
did you by chance link it to your old GW1 account? if so, the GW1 account is your new GW2 account.
Also i had similiar problem, i tried to log inton to the forum from the website, it gave me same error, but then i used direct link that led to a forum post, for some reason it then allowed me to get into the forum, after acceptin the usual code of conduct(or whats its called)
Reporting them to the BBB when the product is still in testing and has no release in sight at present? They probably aren't even staffed up yet in terms of support.
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
That's no excuse really. The moment they allow people to either purchase or prepurchase, is the moment they should have their costumer support ready.
lol
You do realize that GW2 is in beta right? It hasn't been released yet.
You may have prepurchased it for the opportunity to play in the beta, but that doesn't mean that everything is going to work perfectly right away for you. Again, it's in beta. It's not a released product. They have issues to work through before the game is formally released. The beta gives them a chance to do so. With the number of people seeking help, I'm sure they are under a mountain of messages asking for help and I doubt they have enough people to handle them all in a very short amount of time.
In the end, you just need to have some patience and give them time to work through the issues. You'll get what you paid for when the game is actually released and the beta has ended.
The fact you contaced BBB made me laugh! It is still beta!
"Outside the dream world, life can be harsh--even cruel, but it is life"
Yeah, that happened to me. Worst part is, I had the @NCsoft tag. And now when I ask for password recovery the destination for that is @NCsoft...so yeah I can't recover my password if I forget it. Kind of funny, because they sent the Confirmation Email and the beta invite to my normal gmail account.
I have a feeling your email to the BBB will end up in the eshredder.
Enter a whole new realm of challenge and adventure.
what one of the other guys said... i merged my guild wars one account.. couldnt login until i realised that it had changed my username email to the ********@ncsoft, then i didnt remember the password so i logged into my ncsoft master account, reset the password on m guild wars 1 account and voila i could login and everything was peachy... try that if you havent already
Some staff? yes, fully staffed? No, right now they're probably using a skeleton crew from Ncsoft or internally from GW1. Most of it will be automated if that's the case.
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
This.
Proper communication with costumers who have major problems (not being able to use product you paid for is a major problem) should always be on top of priority for any salesman who wants to build good reputation for his company.
it's ok, you only need the password to your ncsoft master account, which emails forgotten password reset links to your email address attached to the master account... to reset your guild wars 1 password you can do it once your in your master account without knowing your password
Interesting. So it acutally hard linked itself to my GW1 account?
yeah seems that way... i realised when i tried resetting my password on the actual guild wars 2 forum login and it was like failed.. then i tried my guild wars 1 ncsoft email and it was like... sent and i'm like yeah thanks cuz that email address actually exsits, then logged into my ncsoft master account.. reset password and boom got into forums, downloaded and installed the client and i get the generic message that i'm good to go when beta event is running
Pre-paid for, PRE. The service is not even available yet, only in limited testing. I'm sorry these are the risks you take if you want to be an early adopter. Right now the priority is making a working product, not pleasing impatient fans.
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
That is interesting. Thanks.
Basically. If you have a GW1 account and link a GW2 account to it, your GW1 account becomes the master account for both games. So whatever log in you used for GW1 is going to work in GW2.
i have to agree here, you didnt pay for beta or the bonuses you paid for a game when it's released and the beta and exclusive items are a bonus... i didnt pay $200 for collectors edition to play beta, i payed it to support the devs in making this the best game they can and to have the game at launch... i understand the self entitlement and yes you should be able to play beta and you will, i'm sure it'll get sorted but at the end of the day, beta is still a privilege given by arenanet as a bonus to prepurchasing...
people might not like to hear that because some people argue i only prepurchased for beta, but in my opinion thats the wrong way to look at things unforunately
i have to feel that it might be a minor screw up that this has happened like this, due to the fact that they as you to register a new email address as your account email etc... but i think the fact that it's happened they're either just gonna run with it, or throw out a fix before launch
People also need to realize they're not just testing the game, they're testing everything. This is their first forray into letting the larger public in, as well as their first attempts at using their billing/account systems, there are going to be more issues than just this, it's only a concern if it's still happening the day before release.
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
Hence the thread / title. They should "learn" costumer service asap. Else they can expect a shitstorm on their necks very soon.
And once angry costumers start flooding forums you fans won't be happy either.
yeah at this point i could imagine arena net being "all hands on deck" in terms of functionality, last minute bug fixes from previous beta events, fixing the 502 errors on the website and trying to get those servers more stable, tweaking and balancing etc...
at no point am i defending the customer service, i had an issue unrelated to this and got your typical "copy and paste" response and wasnt happy, but ended up doing my research and working it out for myself.
also, i can assure you arena net is using the time wisely and are actually fixing bugs between beta events and not just running the hype engine, to be honest all the press releases are doing that enough without them having to be overmarketing and talking the game up... in the past 2 days alone my client has had about 4 patch updates i like to run it periodically to make sure it's completely upto date when those servers go live
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
i can also agree with this, i've seen your tag next to many skeptical posts about the game :P hopefully this weekend can show you the light
If you say something positive, you're a fanboi. If you say something negative, you're a troll.
Apparently there is no middle ground on MMORPG.com or the internet, for that matter.