And it's difficult for me to understand how someone can scream "horrible customer service!" during a BETA of a game where they don't have the customer service representatives to handle the volume yet. The game does not even have a release date.
BETA is about reporting bugs, not getting a response to every bug you encounter.
Would I be upset if I was experiencing this bug? Yes. Are they likely going to try and fix this as soon as they can? Probably. But to say they have horrible customer service in BETA, a time when bug reporting is supposed to be happening, not game support, is crazy to me.
You guys kill me. You're acting like this is some mundane complaint. Like he found a node he can't mine or is bitching about login queues. Is the OP going a tad overboard considering the time? Yes..
But those that have been having this problem for a week or longer? Get real...
So it is perfectly acceptable for them to offer prepurchases and other items without having the proper customer service infrastructure in place? Really? Good to know how understanding you guys are about these things. I'm sure you would be just as understanding if it was happening to you for weeks.
/cue eye roll
If you read the post, you will see that yes, I would indeed be upset. But I would report it, look for a workaround and hope it was fixed by the time the BETA started.
Participation in a BETA is what you paid for. He is participating in the BETA and is part of a small group of people who have encountered a similar bug. Hopefully they get it fixed by tomorrow. Roybe pretty much says it all.
Originally posted by Roybe
No..you are promised to 'participate'. The OP is doing that. He found a bug, he either can a) Report it and wait for it to be fixed in a 'timely' manner OR see if there is a workaround to get past the bug and get closer to playing the game. Welcome to the world of beta testing. Honestly, I had the same issue. Was just as frustrated, but understood the difference between beta and a free demo.
I did read your post and frankly far as i'm concerned you just threw that in there in case anyone called you out about it. Because if you really felt that way you wouldn't bother with this ridiculous notion in the first place. Pretty evident.
...and there is a big difference between "having" and "had"
1. For god's sake mmo gamers, enough with the analogies. They're unnecessary and your comparisons are terrible, dissimilar, and illogical.
2. To posters feeling the need to state how f2p really isn't f2p: Players understand the concept. You aren't privy to some secret the rest are missing. You're embarrassing yourself.
3. Yes, Cpt. Obvious, we're not industry experts. Now run along and let the big people use the forums for their purpose.
No, you are not being generous with your wording. I believe this is the area where you are naive.
tld;r no u
THEY ARE TRYING TO HELP PEOPLE THROUGH MULTIPLE SOCIAL MEDIA OUTLETS AND ARE COMMENTING ON TRYING TO FIX THE PROBLEM.
tld;r CAAAAAPS COS I'M MAD COS WHAT YOU SAY CAN'T BE TRUE
They are trying to handle the situation. You act like they are ignoring people. It is a bug in BETA and they are trying to get a workaround and giving advice on how to fix the issue.
tld;r NANANit'sallok NANANNcan'thearyouNANNANa"
Ah yea, that's why there's people who don't get help!
You probably jumped in mid thread and you don't understand conversation and all aspects of remarks. Haven't seen anyone claimed they offer zerro help. If someone does actualy, it's most likely a troll.
If you wish to discuss this further with me you'll have to read my responses in this thread else I see no point (kinda like talking to a wall). And also might want to calm down, I added tld;r versions of what you basicaly said, to make it clear what I mean with calming down.
p.s. I'm gald to hear they do work on support. I guess we can soon expect even better support, to avoid people running around looking for help for days..
Reporting this type of incident to the BBB is an impatient and harsh move given that the process is designed to be a last resort to acheive a resoloution, not the second stop after receiveing a canned email response.
For most of us in real life we have customer service issues often.
Coffee shops mess up, fast food joints mix up orders. Phone companies make mistakes and the we all know government services are unreliable as far as accuracy goes. Something like this issue is a pain for certain, but not a justifable BBB report, not at this stage anyway.
People that over react to these incidents are a problem. They create more issues adding to the already looming pile rather than dealing with them letting more serious issues find the attention they deserve.
Some poor elderly person that was scammed out of thousands of dollars gets to take a backseat to your $60 dollar pre purchase of a game that is still in beta testing. Try some perspective. Use some logic. If the $60 dollars is that detrimental to you, perhaps you should be learn how to manage your money better.
Exercise some patience and try not to become Chicken Little. The sky is not falling.
Reporting this type of incident to the BBB is an impatient and harsh move given that the process is designed to be a last resort to acheive a resoloution, not the second stop after receiveing a canned email response.
For most of us in real life we have customer service issues often.
Coffee shops mess up, fast food joints mix up orders. Phone companies make mistakes and the we all know government services are unreliable as far as accuracy goes. Something like this issue is a pain for certain, but not a justifable BBB report, not at this stage anyway.
People that over react to these incidents are a problem. They create more issues adding to the already looming pile rather than dealing with them letting more serious issues find the attention they deserve.
Some poor elderly person that was scammed out of thousands of dollars gets to take a backseat to your $60 dollar pre purchase of a game that is still in beta testing. Try some perspective. Use some logic. If the $60 dollars is that detrimental to you, perhaps you should be learn how to manage your money better.
Exercise some patience and try not to become Chicken Little. The sky is not falling.
/Applaude
Death is nothing to us, since when we are, Death has not come, and when death has come, we are not.
Has the BBB responded? If the BBB doesn't respond with a solution then who will you report them to?
Haha!..
This is what I've been wondering. If the BBB doesn't get their investigation done within 24 hours who is the OP gonna report their crappy customer service to? I'm sure all he has recieve from BBB is a canned "we got your complaint" letter which as we all know isn't good enough.
"Dear Mr. President,
BBB didn't fix my problem within 24 hours so now I'm giving you 24 hours to fix BBBs problem"
No, you are not being generous with your wording. I believe this is the area where you are naive.
tld;r no u
THEY ARE TRYING TO HELP PEOPLE THROUGH MULTIPLE SOCIAL MEDIA OUTLETS AND ARE COMMENTING ON TRYING TO FIX THE PROBLEM.
tld;r CAAAAAPS COS I'M MAD COS WHAT YOU SAY CAN'T BE TRUE
They are trying to handle the situation. You act like they are ignoring people. It is a bug in BETA and they are trying to get a workaround and giving advice on how to fix the issue.
tld;r NANANit'sallok NANANNcan'thearyouNANNANa"
Ah yea, that's why there's people who don't get help!
You probably jumped in mid thread and you don't understand conversation and all aspects of remarks. Haven't seen anyone claimed they offer zerro help. If someone does actualy, it's most likely a troll.
If you wish to discuss this further with me you'll have to read my responses in this thread else I see no point (kinda like talking to a wall). And also might want to calm down, I added tld;r versions of what you basicaly said, to make it clear what I mean with calming down.
p.s. I'm gald to hear they do work on support. I guess we can soon expect even better support, to avoid people running around looking for help for days..
The caps were for emphasis, not screaming at you.
Bascially, I feel like you are naive. Which I found to be ironic since you were calling me naive. So yes, no u is appropriate.
And yes, tomorrow you can expect better support since it's the first day of BETA. Naive is a good word to describe your attitude towards proper customer service PRE-BETA.
You realize that the BBB is not a government entity right? Every time I read that someone thinks they'll get some kind of legal action out of the BBB I have to wonder if you know this or not. All the BBB can do is investigate your claim and then tell people looking into the company you reported that they are trustworthy or not.
Just an idea instead of coming to one the “most” lawl MMO websites where people will spend more time criticizing you or how should have done X and how bad G2 is and Anet maybe try going to the forums. Since your wife logged in use her account. I had this issue and resolved it myself. Maybe check there FB page they have tons of info and you can message them directly. As far as downloading the game. L2 use file sharing on your home network. It's what I did I'm not going to download 17gigs twice that would be stupid. I just sent it to my fiances PC using Windows network sharing and it works fine But if that doesn't work then use this link http://cloudfront.guildwars2.com/client/Gw2.exe That's the legit client. As for email support they are pretty slow but since there all over FB and Twitter you get a response faster that way.I had this issue myself and within 10 hours was resolved
As for the BBB..there like the who hot or not of business and there a joke and have zero power! Seriously look it up they have NO power at all unless you are involved with a legal case as the business in which they send a “neutral” party to mediate the situation...Most “real”business lawl at the BBB. Anet isn't joes auto down the street where they have a BBB plaque on the wall to make idiots think it's a representable business.
Just to assist you more: here is there FB http://www.facebook.com/GuildWars2 I sent them a message with a similar issue they were good with getting back to me. Hope it helps!
What's your point? NCsoft has some issues. So has Frogster, EME, Blizzard, SOE, EA, etc.. The CMs from Arenanet are doing their best to keep the customers up to date. And this comment doesn't help to solve the problem at all.
The reason is due to the fact that every person is different. Some people are nice, some people are not. We have all sorts of issues to deal with inside and outside of customer service and sometimes our feelings of good and bad service is related solely to the person we are dealing with and not the company.
The issue at hand involves what feels like no response at all because actual human interaction has not be acheived or is limited. We want to be acknowledged when we have issues and any lack of response makes us feel ignored.
The system is flawed, but it is generally flawed for everyone on the internet.
I would be more concerned about this being a poor customer service issue if a live person, or a response was sent from a live person indicating there would be no help whatsoever.
Tech support via email and even over the phone is a hard task to accomplish. I am great a trouble shooting with a person one on one in my store. I hate doing such over the phone, the room for errors is greater. I know that tech support via email is substantially worse.
At the end of this long rant based thread, the question arises for me at least. Is this a true customer service issue or just a difficult situation with absent tech support and an impatient customer? Draw your own conclusions.
And it's difficult for me to understand how someone can scream "horrible customer service!" during a BETA of a game where they don't have the customer service representatives to handle the volume yet. The game does not even have a release date.
BETA is about reporting bugs, not getting a response to every bug you encounter.
Would I be upset if I was experiencing this bug? Yes. Are they likely going to try and fix this as soon as they can? Probably. But to say they have horrible customer service in BETA, a time when bug reporting is supposed to be happening, not game support, is crazy to me.
You guys kill me. You're acting like this is some mundane complaint. Like he found a node he can't mine or is bitching about login queues. Is the OP going a tad overboard considering the time? Yes..
But those that have been having this problem for a week or longer? Get real...
So it is perfectly acceptable for them to offer prepurchases and other items without having the proper customer service infrastructure in place? Really? Good to know how understanding you guys are about these things. I'm sure you would be just as understanding if it was happening to you for weeks.
/cue eye roll
If you read the post, you will see that yes, I would indeed be upset. But I would report it, look for a workaround and hope it was fixed by the time the BETA started.
Participation in a BETA is what you paid for. He is participating in the BETA and is part of a small group of people who have encountered a similar bug. Hopefully they get it fixed by tomorrow. Roybe pretty much says it all.
Originally posted by Roybe
No..you are promised to 'participate'. The OP is doing that. He found a bug, he either can a) Report it and wait for it to be fixed in a 'timely' manner OR see if there is a workaround to get past the bug and get closer to playing the game. Welcome to the world of beta testing. Honestly, I had the same issue. Was just as frustrated, but understood the difference between beta and a free demo.
I had to head off to work for a bit. Now I am back for a bit. Nadia thank you again for your kindness. For those who just have to chime in without thinking (I don't mind reasonable debate as it tends to work toward solving issues in the end) If you REALLY want to nitpick, the words DIRECTLY from the email read "Want to Play in the Next Guild Wars 2 Beta? Pre-Purchase Now! " That is the title of the blast. In the body of the email" By pre-purchasing the Digital, Digital Deluxe, or Collector's Edition of Guild Wars 2 you'll play in the Beta Weekend Event"
Not you are guaranteed to 'participate' as someone(s) have so generously arm-chair lawyered about. PLAY. Not participate. I am not taking umbrage to Arenanet (though I would obviously like to have my issues resolved after 2 weeks). Nor am I annoyed with reasonable stimulating posts here even if they are not particularly positive. I am however responding with ire over the 'dinks'. Read the damned posts and digest the actual facts that were written before you offer a pithy 'I got da facts dude so piss on you' type comment.
Sorry. A bit of frustration showed in this post. My apologies to the decent folks who had info to offer.
I had to head off to work for a bit. Now I am back for a bit. Nadia thank you again for your kindness. For those who just have to chime in without thinking (I don't mind reasonable debate as it tends to work toward solving issues in the end) If you REALLY want to nitpick, the words DIRECTLY from the email read "Want to Play in the Next Guild Wars 2 Beta? Pre-Purchase Now! " That is the title of the blast. In the body of the email" By pre-purchasing the Digital, Digital Deluxe, or Collector's Edition of Guild Wars 2 you'll play in the Beta Weekend Event"
Not you are guaranteed to 'participate' as someone(s) have so generously arm-chair lawyered about. PLAY. Not participate. I am not taking umbrage to Arenanet (though I would obviously like to have my issues resolved after 2 weeks). Nor am I annoyed with reasonable stimulating posts here even if they are not particularly positive. I am however responding with ire over the 'dinks'. Read the damned posts and digest the actual facts that were written before you offer a pithy 'I got da facts dude so piss on you' type comment.
Sorry. A bit of frustration showed in this post. My apologies to the decent folks who had info to offer.
Meh...fuck 'em dude. Almost every single one of them would be feeling the same way if it was happening to them and yes I agree. I've seen many of these posters cry up a storm about other issues but like I said they're of the breed that it isn't affecting them therefore it doesn't exist. Seems to be a growing trend anymore. Got to be rather nauseating in SWTOR. Can see it will probably be even worse here.
Suppose the one amusing thing is that if and when it is an issue that affects them eventually some of these same people will be raising a storm on these forums. As they always do...
1. For god's sake mmo gamers, enough with the analogies. They're unnecessary and your comparisons are terrible, dissimilar, and illogical.
2. To posters feeling the need to state how f2p really isn't f2p: Players understand the concept. You aren't privy to some secret the rest are missing. You're embarrassing yourself.
3. Yes, Cpt. Obvious, we're not industry experts. Now run along and let the big people use the forums for their purpose.
If you read the post, you will see that yes, I would indeed be upset. But I would report it, look for a workaround and hope it was fixed by the time the BETA started.
Participation in a BETA is what you paid for. He is participating in the BETA and is part of a small group of people who have encountered a similar bug. Hopefully they get it fixed by tomorrow. Roybe pretty much says it all.
Originally posted by Roybe
No..you are promised to 'participate'. The OP is doing that. He found a bug, he either can a) Report it and wait for it to be fixed in a 'timely' manner OR see if there is a workaround to get past the bug and get closer to playing the game. Welcome to the world of beta testing. Honestly, I had the same issue. Was just as frustrated, but understood the difference between beta and a free demo.
I had to head off to work for a bit. Now I am back for a bit. Nadia thank you again for your kindness. For those who just have to chime in without thinking (I don't mind reasonable debate as it tends to work toward solving issues in the end) If you REALLY want to nitpick, the words DIRECTLY from the email read "Want to Play in the Next Guild Wars 2 Beta? Pre-Purchase Now! " That is the title of the blast. In the body of the email" By pre-purchasing the Digital, Digital Deluxe, or Collector's Edition of Guild Wars 2 you'll play in the Beta Weekend Event"
Not you are guaranteed to 'participate' as someone(s) have so generously arm-chair lawyered about. PLAY. Not participate. I am not taking umbrage to Arenanet (though I would obviously like to have my issues resolved after 2 weeks). Nor am I annoyed with reasonable stimulating posts here even if they are not particularly positive. I am however responding with ire over the 'dinks'. Read the damned posts and digest the actual facts that were written before you offer a pithy 'I got da facts dude so piss on you' type comment.
Sorry. A bit of frustration showed in this post. My apologies to the decent folks who had info to offer.
Obviously you're angry. I might be too.
Hopefully they resolve your issue. There is still time. They are still posting on Facebook and Twitter about the issue. They obviously don't have the warm bodies in place to handle the amount of incomming issues. They are trying to handle it in a broader way by giving access to the information needed to resolve the issue through social media.
You are asking for released game support during a BETA stage of development. When you buy a RELEASED version of a game, there can be issues with it. The difference is after release they prepare a proper amount of customer service to handle inquiries. Their goal is to get you playing, but you have to understand this is a game in development and customer service is handled differently during development.
There is still time and there are still places to get the answers you need.
I just think OP should've read carefully while registring into GW2. People tend to rush into this things, finding them quite intuitive. And sometimes this errors happen.
Anyway there is still a lot of time till the beta event comes out. I am ready to play it because I didn't screw up on registration.
People that screwed up registration could find themselves not being able to play Beta, because depending on the screw up, things take time.
If you read the post, you will see that yes, I would indeed be upset. But I would report it, look for a workaround and hope it was fixed by the time the BETA started.
Participation in a BETA is what you paid for. He is participating in the BETA and is part of a small group of people who have encountered a similar bug. Hopefully they get it fixed by tomorrow. Roybe pretty much says it all.
Originally posted by Roybe
No..you are promised to 'participate'. The OP is doing that. He found a bug, he either can a) Report it and wait for it to be fixed in a 'timely' manner OR see if there is a workaround to get past the bug and get closer to playing the game. Welcome to the world of beta testing. Honestly, I had the same issue. Was just as frustrated, but understood the difference between beta and a free demo.
I had to head off to work for a bit. Now I am back for a bit. Nadia thank you again for your kindness. For those who just have to chime in without thinking (I don't mind reasonable debate as it tends to work toward solving issues in the end) If you REALLY want to nitpick, the words DIRECTLY from the email read "Want to Play in the Next Guild Wars 2 Beta? Pre-Purchase Now! " That is the title of the blast. In the body of the email" By pre-purchasing the Digital, Digital Deluxe, or Collector's Edition of Guild Wars 2 you'll play in the Beta Weekend Event"
Not you are guaranteed to 'participate' as someone(s) have so generously arm-chair lawyered about. PLAY. Not participate. I am not taking umbrage to Arenanet (though I would obviously like to have my issues resolved after 2 weeks). Nor am I annoyed with reasonable stimulating posts here even if they are not particularly positive. I am however responding with ire over the 'dinks'. Read the damned posts and digest the actual facts that were written before you offer a pithy 'I got da facts dude so piss on you' type comment.
Sorry. A bit of frustration showed in this post. My apologies to the decent folks who had info to offer.
Obviously you're angry. I might be too.
Hopefully they resolve your issue. There is still time. They are still posting on Facebook and Twitter about the issue. They obviously don't have the warm bodies in place to handle the amount of incomming issues. They are trying to handle it in a broader way by giving access to the information needed to resolve the issue through social media.
You are asking for released game support during a BETA stage of development. When you buy a RELEASED version of a game, there can be issues with it. The difference is after release they prepare a proper amount of customer service to handle inquiries. Their goal is to get you playing, but you have to understand this is a game in development and customer service is handled differently during development.
There is still time and there are still places to get the answers you need.
On that note, if anyone comes across social media based information on these issues, please re-post it here for those of us who still rely on traditional methods of communication, i.e. website and email. It's not affecting me personally, but I'm sure others would benefit from it.
I just think OP should've read carefully while registring into GW2. People tend to rush into this things, finding them quite intuitive. And sometimes this errors happen.
Anyway there is still a lot of time till the beta event comes out. I am ready to play it because I didn't screw up on registration.
People that screwed up registration could find themselves not being able to play Beta, because depending on the screw up, things take time.
GL to all that screwed up.
Explain what "screwed up" means. What kind of error did they make during registration? I have a guildie who isn't on these boards, who's having a similar problem, so I'd like to let him know what's going on.
If you read the post, you will see that yes, I would indeed be upset. But I would report it, look for a workaround and hope it was fixed by the time the BETA started.
Participation in a BETA is what you paid for. He is participating in the BETA and is part of a small group of people who have encountered a similar bug. Hopefully they get it fixed by tomorrow. Roybe pretty much says it all.
Originally posted by Roybe
No..you are promised to 'participate'. The OP is doing that. He found a bug, he either can a) Report it and wait for it to be fixed in a 'timely' manner OR see if there is a workaround to get past the bug and get closer to playing the game. Welcome to the world of beta testing. Honestly, I had the same issue. Was just as frustrated, but understood the difference between beta and a free demo.
I had to head off to work for a bit. Now I am back for a bit. Nadia thank you again for your kindness. For those who just have to chime in without thinking (I don't mind reasonable debate as it tends to work toward solving issues in the end) If you REALLY want to nitpick, the words DIRECTLY from the email read "Want to Play in the Next Guild Wars 2 Beta? Pre-Purchase Now! " That is the title of the blast. In the body of the email" By pre-purchasing the Digital, Digital Deluxe, or Collector's Edition of Guild Wars 2 you'll play in the Beta Weekend Event"
Not you are guaranteed to 'participate' as someone(s) have so generously arm-chair lawyered about. PLAY. Not participate. I am not taking umbrage to Arenanet (though I would obviously like to have my issues resolved after 2 weeks). Nor am I annoyed with reasonable stimulating posts here even if they are not particularly positive. I am however responding with ire over the 'dinks'. Read the damned posts and digest the actual facts that were written before you offer a pithy 'I got da facts dude so piss on you' type comment.
Sorry. A bit of frustration showed in this post. My apologies to the decent folks who had info to offer.
Obviously you're angry. I might be too.
Hopefully they resolve your issue. There is still time. They are still posting on Facebook and Twitter about the issue. They obviously don't have the warm bodies in place to handle the amount of incomming issues. They are trying to handle it in a broader way by giving access to the information needed to resolve the issue through social media.
You are asking for released game support during a BETA stage of development. When you buy a RELEASED version of a game, there can be issues with it. The difference is after release they prepare a proper amount of customer service to handle inquiries. Their goal is to get you playing, but you have to understand this is a game in development and customer service is handled differently during development.
There is still time and there are still places to get the answers you need.
On that note, if anyone comes across social media based information on these issues, please re-post it here for those of us who still rely on traditional methods of communication, i.e. website and email. It's not affecting me personally, but I'm sure others would benefit from it.
The facebook one is the best for figuring out this specific issue.
I just think OP should've read carefully while registring into GW2. People tend to rush into this things, finding them quite intuitive. And sometimes this errors happen.
Anyway there is still a lot of time till the beta event comes out. I am ready to play it because I didn't screw up on registration.
People that screwed up registration could find themselves not being able to play Beta, because depending on the screw up, things take time.
GL to all that screwed up.
Explain what "screwed up" means. What kind of error did they make during registration? I have a guildie who isn't on these boards, who's having a similar problem, so I'd like to let him know what's going on.
I'll check back in a bit. Have another work call to address. If anyone does find anything, I'll happily attempt a repair/try when I get back.
OP it sounds to me your not doing it right. Also maybe after release they expand support to 24/7, for now in still early beta test you can call them during work time. If other people that work can do it you can do it. You bought your product so you should be able to contact them when they are available. AS i said, perhaps after launch they expand to 24/7 support? maybe.
ALso you said your wife logged in fine, but you couldnt even when trying with her client. You cannot log in to her stuff with your account. 1 code applies to 1 account only. I wasnt able to login to the forums from the website once, then i logged in from the email they sent me and everything was fine. Apparently if you loggin on the website and go to the forums it asks again for login. Maybe im wrong with that
You are asking for released game support during a BETA stage of development. When you buy a RELEASED version of a game, there can be issues with it. The difference is after release they prepare a proper amount of customer service to handle inquiries. Their goal is to get you playing, but you have to understand this is a game in development and customer service is handled differently during development.
There is still time and there are still places to get the answers you need.
This doesn't fly, if they are going to take someone's money there needs to be efficient customer support to handle such situations, and his problem should have been fixed by now, it's been 2 weeks. They obviously knew problems could arrise and should have had CS in place to handle it before telling people they could play beta weekends if they pre - purchased. It's not like it's a pre-order, it's pre-paid. I hope the OP gets his problem fixed.
I do understand what you're saying. Since people paid, they should have added the warm bodies to their customer service department. Either that or not offered pre-purchase at all.
My only issue is that I feel like the people that paid for the game early to get into BETA should also understand there are going to be problems. Some of those problems, no matter how much customer service a person receives, may not be able to be fixed for weeks. I think that's what people are missing.
Talking to a person does not always solve the problem. The problem has been reported and they have reported working on it and they have delivered a workaround. It's an issue that is trying to be resolved by ArenaNet as we speak. That doesn't seem like "horrible" customer service to me.
Their customer service has been terrible in my experience. I still haven't received my email beta invite, and after writing support about it, they just keep replying with frequently asked questions. Yay for automated responses. It's already starting to turn me off to this game.
Gotta say, calling the BBB right away seems kinda silly. I fully believe you should get what you paid for, and if the issue isnt resolved in 1 day, 3 hours and 42 minutes (as of me typing this), then yeah, you got a legitimate beef with anet. Also remember, you are not a special snowflake that has been singled out. They have been hit hard all at once, and others have the same problem. It would be nice for a real person to come and sooth all your fears, but I would rather, if in your shoes, have them working on a solution. If they did it with you, everyone would need that pat on the back, and THAT would slow them down.
I cant say for 100% sure that is what happening, I can only make an educated guess. At this point in the game, they want NO bad press, they want all word of mouth to be sunshine and flowers. They have time, and if I was a betting man, they got everyone and every resourse they can muster working on it.
You are asking for released game support during a BETA stage of development. When you buy a RELEASED version of a game, there can be issues with it. The difference is after release they prepare a proper amount of customer service to handle inquiries. Their goal is to get you playing, but you have to understand this is a game in development and customer service is handled differently during development.
There is still time and there are still places to get the answers you need.
This doesn't fly, if they are going to take someone's money there needs to be efficient customer support to handle such situations, and his problem should have been fixed by now, it's been 2 weeks. They obviously knew problems could arrise and should have had CS in place to handle it before telling people they could play beta weekends if they pre - purchased. It's not like it's a pre-order, it's pre-paid. I hope the OP gets his problem fixed.
I do understand what you're saying. Since people paid, they should have added the warm bodies to their customer service department. Either that or not offered pre-purchase at all.
My only issue is that I feel like the people that paid for the game early to get into BETA should also understand there are going to be problems. Some of those problems, no matter how much customer service a person recieves, may not be able to be fixed for weeks. I think that's what people are missing.
Talking to a person does not always solve the problem. The problem has been reported and they have reported working on it and they have delivered a workaround. It's an issue that is trying to be resolved by ArenaNet as we speak. That doesn't seem like "horrible" customer service to me.
Opinions vary. Every company that has had similar problems has been run down or bashed for having terrible customer service. ANet is proving to be no different.
Selling beta access has been similarly demonized by the community. Again, ANet is no different.
Other companies have been bashed for selling pre-orders before announcing a release date as well.
It's all up to individual perspective, and even those aren't consistent.
Comments
I did read your post and frankly far as i'm concerned you just threw that in there in case anyone called you out about it. Because if you really felt that way you wouldn't bother with this ridiculous notion in the first place. Pretty evident.
...and there is a big difference between "having" and "had"
1. For god's sake mmo gamers, enough with the analogies. They're unnecessary and your comparisons are terrible, dissimilar, and illogical.
2. To posters feeling the need to state how f2p really isn't f2p: Players understand the concept. You aren't privy to some secret the rest are missing. You're embarrassing yourself.
3. Yes, Cpt. Obvious, we're not industry experts. Now run along and let the big people use the forums for their purpose.
Ah yea, that's why there's people who don't get help!
You probably jumped in mid thread and you don't understand conversation and all aspects of remarks. Haven't seen anyone claimed they offer zerro help. If someone does actualy, it's most likely a troll.
If you wish to discuss this further with me you'll have to read my responses in this thread else I see no point (kinda like talking to a wall). And also might want to calm down, I added tld;r versions of what you basicaly said, to make it clear what I mean with calming down.
p.s. I'm gald to hear they do work on support. I guess we can soon expect even better support, to avoid people running around looking for help for days..
Reporting this type of incident to the BBB is an impatient and harsh move given that the process is designed to be a last resort to acheive a resoloution, not the second stop after receiveing a canned email response.
For most of us in real life we have customer service issues often.
Coffee shops mess up, fast food joints mix up orders. Phone companies make mistakes and the we all know government services are unreliable as far as accuracy goes. Something like this issue is a pain for certain, but not a justifable BBB report, not at this stage anyway.
People that over react to these incidents are a problem. They create more issues adding to the already looming pile rather than dealing with them letting more serious issues find the attention they deserve.
Some poor elderly person that was scammed out of thousands of dollars gets to take a backseat to your $60 dollar pre purchase of a game that is still in beta testing. Try some perspective. Use some logic. If the $60 dollars is that detrimental to you, perhaps you should be learn how to manage your money better.
Exercise some patience and try not to become Chicken Little. The sky is not falling.
/Applaude
Death is nothing to us, since when we are, Death has not come, and when death has come, we are not.
What's wrong with calling the BBB after trying to email a company 8 times?
Sometimes you have to take it to the next level.
http://www.youtube.com/watch?v=hdR7p_LzDRA
Haha!..
This is what I've been wondering. If the BBB doesn't get their investigation done within 24 hours who is the OP gonna report their crappy customer service to? I'm sure all he has recieve from BBB is a canned "we got your complaint" letter which as we all know isn't good enough.
"Dear Mr. President,
BBB didn't fix my problem within 24 hours so now I'm giving you 24 hours to fix BBBs problem"
Palazious <The Vindicators> Darkfall
Palazious r40, rr45 SW War
Palazious 50 Pirate PoTBS
Palazious 35 Sorcerer Vanguard
Palazious 75 wizard EQ
Paladori 50 Champion LOTRO
Poppa Reaver bugged at rank15
The caps were for emphasis, not screaming at you.
Bascially, I feel like you are naive. Which I found to be ironic since you were calling me naive. So yes, no u is appropriate.
And yes, tomorrow you can expect better support since it's the first day of BETA. Naive is a good word to describe your attitude towards proper customer service PRE-BETA.
You realize that the BBB is not a government entity right? Every time I read that someone thinks they'll get some kind of legal action out of the BBB I have to wonder if you know this or not. All the BBB can do is investigate your claim and then tell people looking into the company you reported that they are trustworthy or not.
Just an idea instead of coming to one the “most” lawl MMO websites where people will spend more time criticizing you or how should have done X and how bad G2 is and Anet maybe try going to the forums. Since your wife logged in use her account. I had this issue and resolved it myself. Maybe check there FB page they have tons of info and you can message them directly. As far as downloading the game. L2 use file sharing on your home network. It's what I did I'm not going to download 17gigs twice that would be stupid. I just sent it to my fiances PC using Windows network sharing and it works fine But if that doesn't work then use this link http://cloudfront.guildwars2.com/client/Gw2.exe That's the legit client. As for email support they are pretty slow but since there all over FB and Twitter you get a response faster that way.I had this issue myself and within 10 hours was resolved
As for the BBB..there like the who hot or not of business and there a joke and have zero power! Seriously look it up they have NO power at all unless you are involved with a legal case as the business in which they send a “neutral” party to mediate the situation...Most “real”business lawl at the BBB. Anet isn't joes auto down the street where they have a BBB plaque on the wall to make idiots think it's a representable business.
Just to assist you more: here is there FB http://www.facebook.com/GuildWars2 I sent them a message with a similar issue they were good with getting back to me. Hope it helps!
What's your point? NCsoft has some issues. So has Frogster, EME, Blizzard, SOE, EA, etc.. The CMs from Arenanet are doing their best to keep the customers up to date. And this comment doesn't help to solve the problem at all.
Good customer service is subjective at best.
The reason is due to the fact that every person is different. Some people are nice, some people are not. We have all sorts of issues to deal with inside and outside of customer service and sometimes our feelings of good and bad service is related solely to the person we are dealing with and not the company.
The issue at hand involves what feels like no response at all because actual human interaction has not be acheived or is limited. We want to be acknowledged when we have issues and any lack of response makes us feel ignored.
The system is flawed, but it is generally flawed for everyone on the internet.
I would be more concerned about this being a poor customer service issue if a live person, or a response was sent from a live person indicating there would be no help whatsoever.
Tech support via email and even over the phone is a hard task to accomplish. I am great a trouble shooting with a person one on one in my store. I hate doing such over the phone, the room for errors is greater. I know that tech support via email is substantially worse.
At the end of this long rant based thread, the question arises for me at least. Is this a true customer service issue or just a difficult situation with absent tech support and an impatient customer? Draw your own conclusions.
I had to head off to work for a bit. Now I am back for a bit. Nadia thank you again for your kindness. For those who just have to chime in without thinking (I don't mind reasonable debate as it tends to work toward solving issues in the end) If you REALLY want to nitpick, the words DIRECTLY from the email read "Want to Play in the Next Guild Wars 2 Beta? Pre-Purchase Now! " That is the title of the blast. In the body of the email" By pre-purchasing the Digital, Digital Deluxe, or Collector's Edition of Guild Wars 2 you'll play in the Beta Weekend Event"
Not you are guaranteed to 'participate' as someone(s) have so generously arm-chair lawyered about. PLAY. Not participate. I am not taking umbrage to Arenanet (though I would obviously like to have my issues resolved after 2 weeks). Nor am I annoyed with reasonable stimulating posts here even if they are not particularly positive. I am however responding with ire over the 'dinks'. Read the damned posts and digest the actual facts that were written before you offer a pithy 'I got da facts dude so piss on you' type comment.
Sorry. A bit of frustration showed in this post. My apologies to the decent folks who had info to offer.
Meh...fuck 'em dude. Almost every single one of them would be feeling the same way if it was happening to them and yes I agree. I've seen many of these posters cry up a storm about other issues but like I said they're of the breed that it isn't affecting them therefore it doesn't exist. Seems to be a growing trend anymore. Got to be rather nauseating in SWTOR. Can see it will probably be even worse here.
Suppose the one amusing thing is that if and when it is an issue that affects them eventually some of these same people will be raising a storm on these forums. As they always do...
1. For god's sake mmo gamers, enough with the analogies. They're unnecessary and your comparisons are terrible, dissimilar, and illogical.
2. To posters feeling the need to state how f2p really isn't f2p: Players understand the concept. You aren't privy to some secret the rest are missing. You're embarrassing yourself.
3. Yes, Cpt. Obvious, we're not industry experts. Now run along and let the big people use the forums for their purpose.
Obviously you're angry. I might be too.
Hopefully they resolve your issue. There is still time. They are still posting on Facebook and Twitter about the issue. They obviously don't have the warm bodies in place to handle the amount of incomming issues. They are trying to handle it in a broader way by giving access to the information needed to resolve the issue through social media.
You are asking for released game support during a BETA stage of development. When you buy a RELEASED version of a game, there can be issues with it. The difference is after release they prepare a proper amount of customer service to handle inquiries. Their goal is to get you playing, but you have to understand this is a game in development and customer service is handled differently during development.
There is still time and there are still places to get the answers you need.
I just think OP should've read carefully while registring into GW2. People tend to rush into this things, finding them quite intuitive. And sometimes this errors happen.
Anyway there is still a lot of time till the beta event comes out. I am ready to play it because I didn't screw up on registration.
People that screwed up registration could find themselves not being able to play Beta, because depending on the screw up, things take time.
GL to all that screwed up.
On that note, if anyone comes across social media based information on these issues, please re-post it here for those of us who still rely on traditional methods of communication, i.e. website and email. It's not affecting me personally, but I'm sure others would benefit from it.
Explain what "screwed up" means. What kind of error did they make during registration? I have a guildie who isn't on these boards, who's having a similar problem, so I'd like to let him know what's going on.
The facebook one is the best for figuring out this specific issue.
https://www.facebook.com/GuildWars2
http://support.guildwars2.com/
https://twitter.com/#!/guildwars2
I'll check back in a bit. Have another work call to address. If anyone does find anything, I'll happily attempt a repair/try when I get back.
Thanks for all the good wishes folks.
Ugh, nm I give up. lol.
What happens when you log off your characters????.....
http://www.youtube.com/watch?v=GFQhfhnjYMk
Dark Age of Camelot
OP it sounds to me your not doing it right. Also maybe after release they expand support to 24/7, for now in still early beta test you can call them during work time. If other people that work can do it you can do it. You bought your product so you should be able to contact them when they are available. AS i said, perhaps after launch they expand to 24/7 support? maybe.
ALso you said your wife logged in fine, but you couldnt even when trying with her client. You cannot log in to her stuff with your account. 1 code applies to 1 account only. I wasnt able to login to the forums from the website once, then i logged in from the email they sent me and everything was fine. Apparently if you loggin on the website and go to the forums it asks again for login. Maybe im wrong with that
I do understand what you're saying. Since people paid, they should have added the warm bodies to their customer service department. Either that or not offered pre-purchase at all.
My only issue is that I feel like the people that paid for the game early to get into BETA should also understand there are going to be problems. Some of those problems, no matter how much customer service a person receives, may not be able to be fixed for weeks. I think that's what people are missing.
Talking to a person does not always solve the problem. The problem has been reported and they have reported working on it and they have delivered a workaround. It's an issue that is trying to be resolved by ArenaNet as we speak. That doesn't seem like "horrible" customer service to me.
Wow this exploded.
Gotta say, calling the BBB right away seems kinda silly. I fully believe you should get what you paid for, and if the issue isnt resolved in 1 day, 3 hours and 42 minutes (as of me typing this), then yeah, you got a legitimate beef with anet. Also remember, you are not a special snowflake that has been singled out. They have been hit hard all at once, and others have the same problem. It would be nice for a real person to come and sooth all your fears, but I would rather, if in your shoes, have them working on a solution. If they did it with you, everyone would need that pat on the back, and THAT would slow them down.
I cant say for 100% sure that is what happening, I can only make an educated guess. At this point in the game, they want NO bad press, they want all word of mouth to be sunshine and flowers. They have time, and if I was a betting man, they got everyone and every resourse they can muster working on it.
Opinions vary. Every company that has had similar problems has been run down or bashed for having terrible customer service. ANet is proving to be no different.
Selling beta access has been similarly demonized by the community. Again, ANet is no different.
Other companies have been bashed for selling pre-orders before announcing a release date as well.
It's all up to individual perspective, and even those aren't consistent.
Hell hath no fury like an MMORPG player scorned.