If there is 24 hours twitter support, then the support that the topic starter received should have directly told him that he could try using it. From what the topic starter wrote, it doesn't appear like that information was given to him, which would be yet another customer service flaw.
so we just take the topic starters word as fact - when the response he got was a canned automated response and indeed could have pointed him towards twitter... the fact that he hasnt come back doesnt ring any alarm bells that even he probably realises he over reacted and infact has his issue corrected?
The fact that he hasn't come back yet simply means that he is just busy doing something else, nothing less nothing more.
I am assuming that if the automated response pointed him towards twitter, he would have mentioned it and tested it. Unless, he is lying or leaving out essential details, but if he is doing that, we don't really know what is true and what isn't and the whole thread becomes pointless.
it was pointless from the start considering the time frame he gave customer support to come up with a response to his enquiry... has it sunk in yet?
I do not agree with it being pointless, since the quality of the customer service is indeed a topic of interest and his post indicated several customer service flaws.
I have the exact same problem as the OP. The only difference is that I have had it since day 1 when pre-purchasing went live. I opened a ticket on Day 2 and have since had 4 'form letters'.
I know how tech support works so I outlined everything that had been tried in the 1st ticket posting, in a simple bulleted list so that a tech could see that I had tried all the standard 1-2-3 steps to test (different browsers, password reset (like the OP) etc.)
I replied to each 'form response' that each suggestion had been tried and tried again after the 'updated' form letter came in.
I thought the letter they sent yesterday was getting somewhere as it stated' If problems are continuing ( I am paraphrasing) please reply with your serial code and account name (email) pasted here'. Presumably (on my part) this was after the issue had been elevated and would be addressed on a singular basis. A bit ago before I came here I was less than overjoyed to discover yet another form letter suggesting trying that and that, mostly with 'check your caps locks key when typing' answers
Nothing for me.
While I would like to play the beta, it's not the end of the world that I will not (apparently) be able to.
That said, while I am not going to rant on about this, after two weeks something as simple as an account login/on should have been fixed. Disappointed.
Indeed that does sound like a bad deal, out of curiosity did you try the GW1 account solution pointed out in this thread? Of course that would only work if you have a linked account.
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
If there is 24 hours twitter support, then the support that the topic starter received should have directly told him that he could try using it. From what the topic starter wrote, it doesn't appear like that information was given to him, which would be yet another customer service flaw.
so we just take the topic starters word as fact - when the response he got was a canned automated response and indeed could have pointed him towards twitter... the fact that he hasnt come back doesnt ring any alarm bells that even he probably realises he over reacted and infact has his issue corrected?
The fact that he hasn't come back yet simply means that he is just busy doing something else, nothing less nothing more.
I am assuming that if the automated response pointed him towards twitter, he would have mentioned it and tested it. Unless, he is lying or leaving out essential details, but if he is doing that, we don't really know what is true and what isn't and the whole thread becomes pointless.
it was pointless from the start considering the time frame he gave customer support to come up with a response to his enquiry... has it sunk in yet?
I do not agree with it being pointless, since the quality of the customer service is indeed a topic of interest and his post indicated several customer service flaws.
in his and your opinion given the information that he provided which may or may not be true or false
actually just checked my email.. here is the actual canned response you get from support when you submit an email ticket
Auto-Response
04/10/2012 09:41 PM
The Answers below were automatically selected for you by SmartAssistant. If no solutions are listed or the solutions are not helpful, select "I still need support."
Please review the following:
The following answers might help you immediately. (Answers open in a separate window.)
i'd just like to point out this email you get within half an hour of sending it in.... seems reasonable enough to me
That one doesn't seem to have any Twitter link, or have I missed it?
twitter is irrelevant... your missing the point, the automated response is exactly that and points him to several troubleshooting steps designed to help his problem... ANYONE who has been actually following the game or even at least reading the weekly dev blogs would know that guild wars 2 boasts like a small child who just won a bike race about how important community is to them and how tight knit they are through facebook, twitter and other social media partners... anyone who doesnt know that has jumped on the hype wagon in the last 2 weeks from beta footage and should do a little more research.. again my opinion (about doing research)
The quality of the customer service can be judged independentely from the other aspects of GW2, which is a major point I am trying to convey. If the topic starter was honest in his portrayal, the customer service has significant flaws.
If there is 24 hours twitter support, then the support that the topic starter received should have directly told him that he could try using it. From what the topic starter wrote, it doesn't appear like that information was given to him, which would be yet another customer service flaw.
so we just take the topic starters word as fact - when the response he got was a canned automated response and indeed could have pointed him towards twitter... the fact that he hasnt come back doesnt ring any alarm bells that even he probably realises he over reacted and infact has his issue corrected?
The fact that he hasn't come back yet simply means that he is just busy doing something else, nothing less nothing more.
I am assuming that if the automated response pointed him towards twitter, he would have mentioned it and tested it. Unless, he is lying or leaving out essential details, but if he is doing that, we don't really know what is true and what isn't and the whole thread becomes pointless.
it was pointless from the start considering the time frame he gave customer support to come up with a response to his enquiry... has it sunk in yet?
I do not agree with it being pointless, since the quality of the customer service is indeed a topic of interest and his post indicated several customer service flaws.
in his and your opinion given the information that he provided which may or may not be true or false
Which is why we assume that it is true until someone proves that he is lying.
All this over a thread that the OP hasn't even posted in since he made it...
Considering he's Canadian (just checked) it's really no surprise it's anywhere from 6am to 3 am there, I'm taking a wild guess but I assume the op felt the need to blow off some steam before hitting the sack, which is understandable if he dealt with that all night.
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
seems strange that the people who post about login issues never follow up afterwards after we try and help them
I actually had just clicked on the profile of the original poster to see if they had posted again (rather than read every page of the thread).
Since the OP never did post again in their own thread we don't know if they linked to a GW1 account. Tho one would wonder why the wife had no problem and the OP did (leads to assumption that something different was going on for one of them aka GW1 linked account).
It seems very likely that many people with issues have linked a GW1 account. They then try to do a reset off the GW2 site that doesn't actually work... and Anet is not giving them a useful response. Simply because you need to log into your NCSoft Master account... and go to the tab for your GW1 account and click the "reset password" button there. (master account/game accounts can have different passwords).
^^ I've personally reset my password that way and logged into GW2 to get the little "servers aren't up but you are ready to go" message.
*edit* Oh and in my opinion the BBB is a joke. I once filed a complaint for being billed for service I had cancelled a month previously and even included copies of the confirmation. The companies response was that they pre-bill a month ahead and the BBB responded with the "fact" that many companies bill ahread and closed the complaint. If you think ANet has bad CS ... While I'd agree its common to pay a month ahead.. I've never paid a month ahead for a service I had cancelled a month earlier... instead I wrote to my states attorney general and complained about the BBB and the company... I got a refund and an apology from the company (Verizon) still waiting on the BBB's apology.
I think it's been said before, but hey, i'll just say it again.
For GW2, i've used another email (which is also my username) than I use for GW1. But if you did connect your new account with GW1, you actually have to log in with your GW1 account again. But the odd thing probably is, that you receive all the emails on your new email. Which is my case.
seems strange that the people who post about login issues never follow up afterwards after we try and help them
I actually had just clicked on the profile of the original poster to see if they had posted again (rather than read every page of the thread).
Since the OP never did post again in their own thread we don't know if they linked to a GW1 account. Tho one would wonder why the wife had no problem and the OP did (leads to assumption that something different was going on for one of them aka GW1 linked account).
It seems very likely that many people with issues have linked a GW1 account. They then try to do a reset off the GW2 site that doesn't actually work... and Anet is not giving them a useful response. Simply because you need to log into your NCSoft Master account... and go to the tab for your GW1 account and click the "reset password" button there. (master account/game accounts can have different passwords).
^^ I've personally reset my password that way and logged into GW2 to get the little "servers aren't up but you are ready to go" message.
yeah as i said earlier, i worked out that for myself.. by remaining calm and doing some basic troubleshooting
All this over a thread that the OP hasn't even posted in since he made it...
Considering he's Canadian (just checked) it's really no surprise it's anywhere from 6am to 3 am there, I'm taking a wild guess but I assume the op felt the need to blow off some steam before hitting the sack, which is understandable if he dealt with that all night.
Ah fair enough.
Still though.. rather than people bickering all over the guys thread it would have been much better if people spent that energy trying to actually help him.
The obvious one is for him to try his GW1 account details and see if they work. Until he has done that we should wait for him to reply
All this over a thread that the OP hasn't even posted in since he made it...
Considering he's Canadian (just checked) it's really no surprise it's anywhere from 6am to 3 am there, I'm taking a wild guess but I assume the op felt the need to blow off some steam before hitting the sack, which is understandable if he dealt with that all night.
Ah fair enough.
Still though.. rather than people bickering all over the guys thread it would have been much better if people spent that energy trying to actually help him.
The obvious one is for him to try his GW1 account details and see if they work. Until he has done that we should wait for him to reply
All this over a thread that the OP hasn't even posted in since he made it...
Considering he's Canadian (just checked) it's really no surprise it's anywhere from 6am to 3 am there, I'm taking a wild guess but I assume the op felt the need to blow off some steam before hitting the sack, which is understandable if he dealt with that all night.
Ah fair enough.
Still though.. rather than people bickering all over the guys thread it would have been much better if people spent that energy trying to actually help him.
The obvious one is for him to try his GW1 account details and see if they work. Until he has done that we should wait for him to reply
i did, read the bottom of the first page....
Yes I know you did but all the other arguing about wether or not it was bad customer service or if telling the BBB was worth it and bickering with one another hasn't contributed to the thread at all.
I have the exact same problem as the OP. The only difference is that I have had it since day 1 when pre-purchasing went live. I opened a ticket on Day 2 and have since had 4 'form letters'.
I know how tech support works so I outlined everything that had been tried in the 1st ticket posting, in a simple bulleted list so that a tech could see that I had tried all the standard 1-2-3 steps to test (different browsers, password reset (like the OP) etc.)
I replied to each 'form response' that each suggestion had been tried and tried again after the 'updated' form letter came in.
I thought the letter they sent yesterday was getting somewhere as it stated' If problems are continuing ( I am paraphrasing) please reply with your serial code and account name (email) pasted here'. Presumably (on my part) this was after the issue had been elevated and would be addressed on a singular basis. A bit ago before I came here I was less than overjoyed to discover yet another form letter suggesting trying that and that, mostly with 'check your caps locks key when typing' answers
Nothing for me.
While I would like to play the beta, it's not the end of the world that I will not (apparently) be able to.
That said, while I am not going to rant on about this, after two weeks something as simple as an account login/on should have been fixed. Disappointed.
i'll ask you the same thing as was bought up with the OP - did you link a guild wars 1 account?
No. New email, new account. Some of thier 'form letters' explain how to deal with the linked GW1 account issue.
90% of people having problems with their account is because they are using wrong login info. If they read well when they registered the account and linked gw1 account, this wouldnt happen.
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.
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.
ER, B2P with no monthly sub comes with some costs, and I suspect less than stellar customer service might be one of the casualties.
However perhaps people who played GW1 can tell of their customer experiences and if they were largely good, then just assume things will improve once launched because I can believe they would be understaffed prior to then.
As to complaining about the service when you preordered, that's your own fault, wait till launch if you really want the full experience.
Just trying to live long enough to play a new, released MMORPG, playing New Worlds atm
Fools find no pleasure in understanding but delight in airing their own opinions. Pvbs 18:2, NIV
Don't just play games, inhabit virtual worlds™
"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
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.
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.
ER, B2P with no monthly sub comes with some costs, and I suspect less than stellar customer service might be one of the casualties.
However perhaps people who played GW1 can tell of their customer experiences and if they were largely good, then just assume things will improve once launched because I can believe they would be understaffed prior to then.
As to complaining about the service when you preordered, that's your own fault, wait till launch if you really want the full experience.
Two wrongs do not make one right. (Assuming one actually thinks complaining about a prepurchase, not preorder, is wrong)
We're 'testing everything about the game' in a beta. That also includes logging in. Accepted.
That said, if Arenanet is going to send an email that says "Want to Play in the Next Guild Wars 2 Beta? Pre-Purchase Now! " and we purchase, we should be able to play.
When it is NOT an issue on the part of the client/end-user/purchaser, it does get frustrating (disappointing, disheartening or what have you).
I am still hoping for the last minute hail mary fix but after 2 weeks in the ticketing queue and updating whenever they respond, it seems unlikely.
We're 'testing everything about the game' in a beta. That also includes logging in. Accepted.
That said, if Arenanet is going to send an email that says "Want to Play in the Next Guild Wars 2 Beta? Pre-Purchase Now! " and we purchase, we should be able to play.
When it is NOT an issue on the part of the client/end-user/purchaser, it does get frustrating (disappointing, disheartening or what have you).
I am still hoping for the last minute hail mary fix but after 2 weeks in the ticketing queue and updating whenever they respond, it seems unlikely.
Have you tried contacting them via their twitter account?
Yep right on time for the "My beta invite is having problems with 2 days to go. Time to call the BBB!" threads. Seeing as they had 1 million beta sign ups last time and have 48 servers preparing for this weekend I am sure they have nothing going on at all and are sitting back purposefully causing problems. It looks like the OP hasnt responded and really doesnt care.
Oh well. Its almost time for the "The beta is part of the purchase and I am having problems getting into it. Time for a class action lawsuit!" threads.
Yep right on time for the "My beta invite is having problems with 2 days to go. Time to call the BBB!" threads. Seeing as they had 1 million beta sign ups last time and have 48 servers preparing for this weekend I am sure they have nothing going on at all and are sitting back purposefully causing problems. It looks like the OP hasnt responded and really doesnt care.
Oh well. Its almost time for the "The beta is part of the purchase and I am having problems getting into it. Time for a class action lawsuit!" threads.
While I admit that contacting the BBB won't get you anywhere and is a less than logical action, these aren't beta invites that are having issues. They are account log in issues. Also, some of us have had the issues for several weeks when it was NOT 2 days to go.
Comments
I do not agree with it being pointless, since the quality of the customer service is indeed a topic of interest and his post indicated several customer service flaws.
Indeed that does sound like a bad deal, out of curiosity did you try the GW1 account solution pointed out in this thread? Of course that would only work if you have a linked account.
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
in his and your opinion given the information that he provided which may or may not be true or false
The quality of the customer service can be judged independentely from the other aspects of GW2, which is a major point I am trying to convey. If the topic starter was honest in his portrayal, the customer service has significant flaws.
big IF there...
seems strange that the people who post about login issues never follow up afterwards after we try and help them
Which is why we assume that it is true until someone proves that he is lying.
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
I actually had just clicked on the profile of the original poster to see if they had posted again (rather than read every page of the thread).
Since the OP never did post again in their own thread we don't know if they linked to a GW1 account. Tho one would wonder why the wife had no problem and the OP did (leads to assumption that something different was going on for one of them aka GW1 linked account).
It seems very likely that many people with issues have linked a GW1 account. They then try to do a reset off the GW2 site that doesn't actually work... and Anet is not giving them a useful response. Simply because you need to log into your NCSoft Master account... and go to the tab for your GW1 account and click the "reset password" button there. (master account/game accounts can have different passwords).
^^ I've personally reset my password that way and logged into GW2 to get the little "servers aren't up but you are ready to go" message.
*edit* Oh and in my opinion the BBB is a joke. I once filed a complaint for being billed for service I had cancelled a month previously and even included copies of the confirmation. The companies response was that they pre-bill a month ahead and the BBB responded with the "fact" that many companies bill ahread and closed the complaint. If you think ANet has bad CS ... While I'd agree its common to pay a month ahead.. I've never paid a month ahead for a service I had cancelled a month earlier... instead I wrote to my states attorney general and complained about the BBB and the company... I got a refund and an apology from the company (Verizon) still waiting on the BBB's apology.
I think it's been said before, but hey, i'll just say it again.
For GW2, i've used another email (which is also my username) than I use for GW1. But if you did connect your new account with GW1, you actually have to log in with your GW1 account again. But the odd thing probably is, that you receive all the emails on your new email. Which is my case.
yeah as i said earlier, i worked out that for myself.. by remaining calm and doing some basic troubleshooting
Ah fair enough.
Still though.. rather than people bickering all over the guys thread it would have been much better if people spent that energy trying to actually help him.
The obvious one is for him to try his GW1 account details and see if they work. Until he has done that we should wait for him to reply
i did, read the bottom of the first page....
Yes I know you did but all the other arguing about wether or not it was bad customer service or if telling the BBB was worth it and bickering with one another hasn't contributed to the thread at all.
No. New email, new account. Some of thier 'form letters' explain how to deal with the linked GW1 account issue.
90% of people having problems with their account is because they are using wrong login info. If they read well when they registered the account and linked gw1 account, this wouldnt happen.
Then is anet fault ofc.. lol
ER, B2P with no monthly sub comes with some costs, and I suspect less than stellar customer service might be one of the casualties.
However perhaps people who played GW1 can tell of their customer experiences and if they were largely good, then just assume things will improve once launched because I can believe they would be understaffed prior to then.
As to complaining about the service when you preordered, that's your own fault, wait till launch if you really want the full experience.
"True friends stab you in the front." | Oscar Wilde
"I need to finish" - Christian Wolff: The Accountant
Just trying to live long enough to play a new, released MMORPG, playing New Worlds atm
Fools find no pleasure in understanding but delight in airing their own opinions. Pvbs 18:2, NIV
Don't just play games, inhabit virtual worlds™
"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
Two wrongs do not make one right. (Assuming one actually thinks complaining about a prepurchase, not preorder, is wrong)
We're 'testing everything about the game' in a beta. That also includes logging in. Accepted.
That said, if Arenanet is going to send an email that says "Want to Play in the Next Guild Wars 2 Beta? Pre-Purchase Now! " and we purchase, we should be able to play.
When it is NOT an issue on the part of the client/end-user/purchaser, it does get frustrating (disappointing, disheartening or what have you).
I am still hoping for the last minute hail mary fix but after 2 weeks in the ticketing queue and updating whenever they respond, it seems unlikely.
Have you tried contacting them via their twitter account?
*looks at watch*
Yep right on time for the "My beta invite is having problems with 2 days to go. Time to call the BBB!" threads. Seeing as they had 1 million beta sign ups last time and have 48 servers preparing for this weekend I am sure they have nothing going on at all and are sitting back purposefully causing problems. It looks like the OP hasnt responded and really doesnt care.
Oh well. Its almost time for the "The beta is part of the purchase and I am having problems getting into it. Time for a class action lawsuit!" threads.
You're speaking as if you already missed the beta event. Keep calm and stop nerdrage.
While I admit that contacting the BBB won't get you anywhere and is a less than logical action, these aren't beta invites that are having issues. They are account log in issues. Also, some of us have had the issues for several weeks when it was NOT 2 days to go.
I was afraid something like this would happen, so I made a NEW account for GW2, instead of linking my old GW account.
I hope you guys get it fixed.
Digna has been present in this thread w similar problems
EQ2 fan sites
Guys the OP wasn't looking for help it looks like, he was just complaining. He hasn't returned so this thread should be closed.
Death is nothing to us, since when we are, Death has not come, and when death has come, we are not.