I'm a tech... I have tried every fix suggested and nothing works. I am not a GW1 player I nothing to link. I did give it a 14 day trial and hated it. I have tried any ways to use my username@ncsoft from my trial account and it didn't work. The main reason I reported ANet to the BBB is because the have sold me a product and have no working support. Every time I reply to my ticket and say I did the steps you requested and it did not work, I have to wait 2-3 hours for a tech to send me the same copy and paste response they sent last time asking me to do the same thing again. So I looked for other means to resolve this and there is none. No live customer service reps. Live chat only happens @ business hours when I work and the yahoos responding to my ticket are not even reading my ticket. I paid for a product that is not being supported and unless someone fixes this as I paid for a user name and password that will give me access to the beta forums and the client. Buggy game and buggy forums is what I am expecting. Then NCsoft is not living up to the agreement I paid for. All I am asking for is a working username and password. When anyone else logs into the client they get a message they are set up for beta, I get a error message and I added the error code to my ticket and I have done every suggestion on many forums reading hundreds of pages that I should not have to do but still ends with no recourse.
seems strange that the people who post about login issues never follow up afterwards after we try and help them
Digna has been present in this thread w similar problems
Thanks Nadia.
I certainly appreciate folks who are sympathetic and/or helpful. I basically continued my posting in the thread to 1) let folks know others are having the same issues (sometimes when a topic rolls to page 2 it doesn't get viewed) and 2) hope that someone would have that Hail Mary fix.
I wish mine could be attributed to the GW1 account thing but regretfully, for me it's just something in their database that is glitched.
I posted and went to bed... I didn't post here to get help as I have spent all day on guru asking for help and got lots. I posted here in hopes of getting NCsofts attention and feel the public should know the they are selling a product that has very poor customer service.
What I find funny is the fact that When another Company Does this, most of the people always jump on the hate train and talk about how incompetent they are but when it's GW2, everyone makes up a reason and deems it to be The Norm. If you want a good example of good Customer service go Check En masses, I swear I never have any smoother service than them in a long time. With that being said, its amusing how people's love for a game can block out every negative point (which is interesting at the very reast ^_^).
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.
i like you. you post in green because you're angry.
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)
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.
Yeah, that's a worry for me too. I know they have my actual email address, but I don't know how it's been tied to the @ncsoft login I'm using after linking my accounts. Between two NCsoft master accounts, two GW1 accounts and now a GW2 account, I'm swimming in login information for all things GW related. It's a bit disconcerting.
Worse, my GW2 account doesn't appear to be tied to my NCsoft accounts in anyway so I can't manage it through my master account. But I know that one of my GW1 accounts *is* formally linked to it. It's pretty confusing. At least I can still log in through the new client. Everything works, I'm just not sure how.
When anyone else logs into the client they get a message they are set up for beta, I get a error message and I added the error code to my ticket and I have done every suggestion on many forums reading hundreds of pages that I should not have to do but still ends with no recourse.
Just for curiosity sake. I had a friend FTP me his install file. I had hoped it wouldinstall and even though I couldn't log into the forums, I might get into the game client. The error it reports pops up as a 'Network error has occurred' rather than a login/account error. I realize this may just be bad text on the part of the coder, but I did think it was worth noting
Its also the fact I can't log into the beta forums as well. I can reset my password but it does not let me in. If you are getting a error code at client log in I have to ask. Can you log into the forums?
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.
This is correct. Beta means nothing once they are receiving the full price of the game.
Now Im a huge GW2 fan. Take that in mind.
But all you saying, " Its beta. BBB? Laughable! " . No see, he's already bought it and needs customer service to resolve his issue. Period. He's PAID. They're selling a product. Right now. The promise of that money is among other things you'll get into Beta. Thats the payment promise.
So either they help him sort out his issue and he gets into Beta, or he doesnt in which case service was not provided. Now if they had sold nothing and no money was taken, thats no cause for alarm. However if they are taking money, they need to address the issues he is having now.
Customer service is reserved for customers. The OP is one. Period. BBB report will be taken seriously. I promise you that.
Again I love what Ive seen of GW2 and Im just stoked to play it some day, but his issue is valid. Ive not even bought the game and am not beta eligable. Do you guys want to rag on me now? This man has supported GW2. Be nice to him. Dont be scum bags. Wake up.
he paid to get in the beta i agree.. sadly this just happens to be what the beta looks like for him.
the promise of the beta isn't a fully functioning game. they made no guarantee of service beyond what he is experiencing anywhere that i saw.
They guaranteed access to *all* beta weekends. They are now obligated to provide it, regardless of the state of the game. It's the only thing promised in the pre-purchase that must be supplied prior to release day. Unless the game is down for everybody for technical reasons (which *is* a beta issue), account problems do not absolve ANet of their responsibility to provide access.
Its also the fact I can't log into the beta forums as well. I can reset my password but it does not let me in. If you are getting a error code at client log in I have to ask. Can you log into the forums?
No. As I mentioned, I have had the same issues as you. Can't into anything.
I had a friend send me the client file hoping it might act differently on the actual login, but no luck.
I get the 'You must have a GW2 account' notice when I try to log in (though that is only via Firefox).
If I try IE 8 it tells me 'This browser version is not supported' or it bounces me.
I was able to change my PW (via IE) and got the confirm in the browser same as you. Shortly after got an email confirm that I had changed my PW etc.
And it's an entirely new account, not linked to a GW1 account.
I have found a few people with our problem. Wish we could link our account in one ticket. Come Friday we maybe a small % that won't get what we paid for.
What I find funny is the fact that When another Company Does this, most of the people always jump on the hate train and talk about how incompetent they are but when it's GW2, everyone makes up a reason and deems it to be The Norm. If you want a good example of good Customer service go Check En masses, I swear I never have any smoother service than them in a long time. With that being said, its amusing how people's love for a game can block out every negative point (which is interesting at the very reast ^_^).
My thoughts exactly.
It makes you completely blind. But deep down there each of them knows the truth, that's why they hate being called fans (or haters for that matter).
Edit: Just to be fair as I don't want to do anyone unjustice. Any kind of person can be a fan of something and be a perfectly fine, normal or even very wise and intelligent person. Yes it's perfectly OK. As long as you don't over do it and become a fanatic (fanboi). This should be said clearly every now and than as I know many people mix things up easily.
Its also the fact I can't log into the beta forums as well. I can reset my password but it does not let me in. If you are getting a error code at client log in I have to ask. Can you log into the forums?
No. As I mentioned, I have had the same issues as you. Can't into anything.
I had a friend send me the client file hoping it might act differently on the actual login, but no luck.
I get the 'You must have a GW2 account' notice when I try to log in (though that is only via Firefox).
If I try IE 8 it tells me 'This browser version is not supported' or it bounces me.
I was able to change my PW (via IE) and got the confirm in the browser same as you. Shortly after got an email confirm that I had changed my PW etc.
And it's an entirely new account, not linked to a GW1 account.
*shrug*
Install google chrome
You can uninstall chrome after you download what you need.
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.
What is this a fucking joke? Wow...
Guy has every right to be aggravated and sure doesn't seem like they have done much to assist him so far. Some of you will defend anything I swear...
If he was complaining about downtime during the beta event, login queues or bugs during the beta event I could see this argument. But in relation to what he is talking about and the notion some have that if it continues the whole time before the game actually launches he should just deal with it?
Give me a break. I'm so sure if you were having the same problem that is exactly what you would do and how you would feel.
>_>
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.
You do realize that GW2 is in beta right? It hasn't been released yet.
That's the exact response people gave on the forums for Bioware's crappy Customer Service. People giving them a pass because it was in beta or a new game...That's no excuse for crappy customer service.
I think the OP has a legitimate right to be a bit upset, and I'm glad they came to tell us about their experience.
ArenaNet are selling a product that isn't out yet, yes.. They are also asking you to trust in thier product and their ability to deliver you the product in the description, and also asking that you pay them up front for said product with weekend betas/headstart included.
The OP should have gotten a response by a real person by now. I do think the OP is being a bit stubborn though with the daytime live chat...most anyone these days can take 10 mins out of their lunch hour and chat with live help to see if they can fix the problem, but that still doesn't excuse the fact that he got so many cut and paste responses and no help at all basically.
The cut and paste responses is all you get from Bioware too. ArenaNet need to step it up with responses to legitimate problems customers would have. I'm looking forward to the game but if people are not getting the proper help with problems already that's a bit concerning to me.
I have found a few people with our problem. Wish we could link our account in one ticket. Come Friday we maybe a small % that won't get what we paid for.
You paid for the game not beta access. Beta access is just a perk.
I send them a mail on monday that was asking them if i am eligible to join beta this weekend if i prepurchase the game on wendsday. I am still waiting a respond.
I know the game its not even in beta but if sell a product you have to be able to support it also.
Atm was thinking to prepurchase but now still i dont.
I dont know what i ll do but atm the chances to prepurchase are 50% from 90%.
You do realize that GW2 is in beta right? It hasn't been released yet.
That's the exact response people gave on the forums for Bioware's crappy Customer Service. People giving them a pass because it was in beta or a new game...That's no excuse for crappy customer service.
I think the OP has a legitimate right to be a bit upset, and I'm glad they came to tell us about their experience.
ArenaNet are selling a product that isn't out yet, yes.. They are also asking you to trust in thier product and their ability to deliver you the product in the description, and also asking that you pay them up front for said product with weekend betas/headstart included.
The OP should have gotten a response by a real person by now. I do think the OP is being a bit stubborn though with the daytime live chat...most anyone these days can take 10 mins out of their lunch hour and chat with live help to see if they can fix the problem, but that still doesn't excuse the fact that he got so many cut and paste responses and no help at all basically.
The cut and paste responses is all you get from Bioware too. ArenaNet need to step it up with responses to legitimate problems customers would have. I'm looking forward to the game but if people are not getting the proper help with problems already that's a bit concerning to me.
Yep
These guys are simply hypocrites anyways. They may handle it differently but they would be just as frustrated if they were having this issue. Classic case of it isn't affecting me so it isn't a concern. Gamers are infamous for suffering from this. Can't see outside their own bubble.
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.
You do realize that GW2 is in beta right? It hasn't been released yet.
That's the exact response people gave on the forums for Bioware's crappy Customer Service. People giving them a pass because it was in beta or a new game...That's no excuse for crappy customer service.
I think the OP has a legitimate right to be a bit upset, and I'm glad they came to tell us about their experience.
ArenaNet are selling a product that isn't out yet, yes.. They are also asking you to trust in thier product and their ability to deliver you the product in the description, and also asking that you pay them up front for said product with weekend betas/headstart included.
The OP should have gotten a response by a real person by now. I do think the OP is being a bit stubborn though with the daytime live chat...most anyone these days can take 10 mins out of their lunch hour and chat with live help to see if they can fix the problem, but that still doesn't excuse the fact that he got so many cut and paste responses and no help at all basically.
The cut and paste responses is all you get from Bioware too. ArenaNet need to step it up with responses to legitimate problems customers would have. I'm looking forward to the game but if people are not getting the proper help with problems already that's a bit concerning to me.
Yep
These guys are simply hypocrites anyways. They may handle it differently but they would be just as frustrated if they were having this issue. Classic case of it isn't affecting me so it isn't a concern. Gamers are infamous for suffering from this. Can't see outside their own bubble.
Aye, I don't get how "It's still in beta" "It's a new game, give it time" responses negate the fact that you paid for a game and get crappy customer service..Just don't understand that logic.
I'd love to see any of you handle a million + requests on your servers/databases in a matter of hours without having a single error.
Let's say you are really good and have a 1% error rate.
1% of 1,500,000 is 15,000.
Let's say you have 100 customer support reps/techs and it takes 15 minutes per issue to resolve.
4 per hour x 100 techs = 400 per hour
8 hour work day = 3,200 per day.
15,000 / 3,200 per day = 4.6~ days
Now let's be realistic and say that sometimes they take longer than 15 minutes to solve, there are not 100 techs right now (as it's still in beta and not fully staffed) and by God at some point employees are allowed to take breaks.
You people need to have more realistic expectations and f#cking RELAX.
This is correct. Beta means nothing once they are receiving the full price of the game.
Sorry Beta means..'sh!t might be broken.' We were not promised a demo, but a chance to help fix things that are broken within the game and its surrounding environment. Things get fixed based on priorities, and you can argue that customer service SHOULD be a very high one...however, with 'hundreds of thousands' of players coming in to play in less than 72 hours from release of the client, priorities MIGHT be skewed in a different direction. So, a complaint to the BBB about a game that is currently 'vaporware', with no promises of quality or playability, is more than a little off in left field.
I'd love to see any of you handle a million + requests on your servers/databases in a matter of hours without having a single error.
Let's say you are really good and have a 1% error rate.
1% of 1,500,000 is 15,000.
Let's say you have 100 customer support reps/techs and it takes 15 minutes per issue to resolve.
4 per hour x 100 techs = 400 per hour
8 hour work day = 3,200 per day.
15,000 / 3,200 per day = 4.6~ days
Now let's be realistic and say that sometimes they take longer than 15 minutes to solve, there are not 100 techs right now (as it's still in beta and not fully staffed) and by God at some point employees are allowed to take breaks.
You people need to have more realistic expectations and f#cking RELAX.
Comments
Thanks Nadia.
I certainly appreciate folks who are sympathetic and/or helpful. I basically continued my posting in the thread to 1) let folks know others are having the same issues (sometimes when a topic rolls to page 2 it doesn't get viewed) and 2) hope that someone would have that Hail Mary fix.
I wish mine could be attributed to the GW1 account thing but regretfully, for me it's just something in their database that is glitched.
What I find funny is the fact that When another Company Does this, most of the people always jump on the hate train and talk about how incompetent they are but when it's GW2, everyone makes up a reason and deems it to be The Norm. If you want a good example of good Customer service go Check En masses, I swear I never have any smoother service than them in a long time. With that being said, its amusing how people's love for a game can block out every negative point (which is interesting at the very reast ^_^).
i like you. you post in green because you're angry.
Yeah, that's a worry for me too. I know they have my actual email address, but I don't know how it's been tied to the @ncsoft login I'm using after linking my accounts. Between two NCsoft master accounts, two GW1 accounts and now a GW2 account, I'm swimming in login information for all things GW related. It's a bit disconcerting.
Worse, my GW2 account doesn't appear to be tied to my NCsoft accounts in anyway so I can't manage it through my master account. But I know that one of my GW1 accounts *is* formally linked to it. It's pretty confusing. At least I can still log in through the new client. Everything works, I'm just not sure how.
Just for curiosity sake. I had a friend FTP me his install file. I had hoped it wouldinstall and even though I couldn't log into the forums, I might get into the game client. The error it reports pops up as a 'Network error has occurred' rather than a login/account error. I realize this may just be bad text on the part of the coder, but I did think it was worth noting
They guaranteed access to *all* beta weekends. They are now obligated to provide it, regardless of the state of the game. It's the only thing promised in the pre-purchase that must be supplied prior to release day. Unless the game is down for everybody for technical reasons (which *is* a beta issue), account problems do not absolve ANet of their responsibility to provide access.
Hey, I'm a fan. But consumer rights trumps that.
No. As I mentioned, I have had the same issues as you. Can't into anything.
I had a friend send me the client file hoping it might act differently on the actual login, but no luck.
I get the 'You must have a GW2 account' notice when I try to log in (though that is only via Firefox).
If I try IE 8 it tells me 'This browser version is not supported' or it bounces me.
I was able to change my PW (via IE) and got the confirm in the browser same as you. Shortly after got an email confirm that I had changed my PW etc.
And it's an entirely new account, not linked to a GW1 account.
*shrug*
My thoughts exactly.
It makes you completely blind. But deep down there each of them knows the truth, that's why they hate being called fans (or haters for that matter).
Edit: Just to be fair as I don't want to do anyone unjustice. Any kind of person can be a fan of something and be a perfectly fine, normal or even very wise and intelligent person. Yes it's perfectly OK. As long as you don't over do it and become a fanatic (fanboi). This should be said clearly every now and than as I know many people mix things up easily.
Install google chrome
You can uninstall chrome after you download what you need.
What is this a fucking joke? Wow...
Guy has every right to be aggravated and sure doesn't seem like they have done much to assist him so far. Some of you will defend anything I swear...
If he was complaining about downtime during the beta event, login queues or bugs during the beta event I could see this argument. But in relation to what he is talking about and the notion some have that if it continues the whole time before the game actually launches he should just deal with it?
Give me a break. I'm so sure if you were having the same problem that is exactly what you would do and how you would feel.
>_>
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.
That's the exact response people gave on the forums for Bioware's crappy Customer Service. People giving them a pass because it was in beta or a new game...That's no excuse for crappy customer service.
I think the OP has a legitimate right to be a bit upset, and I'm glad they came to tell us about their experience.
ArenaNet are selling a product that isn't out yet, yes.. They are also asking you to trust in thier product and their ability to deliver you the product in the description, and also asking that you pay them up front for said product with weekend betas/headstart included.
The OP should have gotten a response by a real person by now. I do think the OP is being a bit stubborn though with the daytime live chat...most anyone these days can take 10 mins out of their lunch hour and chat with live help to see if they can fix the problem, but that still doesn't excuse the fact that he got so many cut and paste responses and no help at all basically.
The cut and paste responses is all you get from Bioware too. ArenaNet need to step it up with responses to legitimate problems customers would have. I'm looking forward to the game but if people are not getting the proper help with problems already that's a bit concerning to me.
What happens when you log off your characters????.....
http://www.youtube.com/watch?v=GFQhfhnjYMk
Dark Age of Camelot
You paid for the game not beta access. Beta access is just a perk.
I send them a mail on monday that was asking them if i am eligible to join beta this weekend if i prepurchase the game on wendsday. I am still waiting a respond.
I know the game its not even in beta but if sell a product you have to be able to support it also.
Atm was thinking to prepurchase but now still i dont.
I dont know what i ll do but atm the chances to prepurchase are 50% from 90%.
Yep
These guys are simply hypocrites anyways. They may handle it differently but they would be just as frustrated if they were having this issue. Classic case of it isn't affecting me so it isn't a concern. Gamers are infamous for suffering from this. Can't see outside their own bubble.
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.
Aye, I don't get how "It's still in beta" "It's a new game, give it time" responses negate the fact that you paid for a game and get crappy customer service..Just don't understand that logic.
What happens when you log off your characters????.....
http://www.youtube.com/watch?v=GFQhfhnjYMk
Dark Age of Camelot
I'd love to see any of you handle a million + requests on your servers/databases in a matter of hours without having a single error.
Let's say you are really good and have a 1% error rate.
1% of 1,500,000 is 15,000.
Let's say you have 100 customer support reps/techs and it takes 15 minutes per issue to resolve.
4 per hour x 100 techs = 400 per hour
8 hour work day = 3,200 per day.
15,000 / 3,200 per day = 4.6~ days
Now let's be realistic and say that sometimes they take longer than 15 minutes to solve, there are not 100 techs right now (as it's still in beta and not fully staffed) and by God at some point employees are allowed to take breaks.
You people need to have more realistic expectations and f#cking RELAX.
I've played GW1 since 2005 and found ANet's customer service to be very good, but it is hard to imagine any company wouldn't be swamped at this point.
Sorry Beta means..'sh!t might be broken.' We were not promised a demo, but a chance to help fix things that are broken within the game and its surrounding environment. Things get fixed based on priorities, and you can argue that customer service SHOULD be a very high one...however, with 'hundreds of thousands' of players coming in to play in less than 72 hours from release of the client, priorities MIGHT be skewed in a different direction. So, a complaint to the BBB about a game that is currently 'vaporware', with no promises of quality or playability, is more than a little off in left field.
breaks? BREAKS? not on MY mmo!