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Poor Support
COORS
Member UncommonPosts: 353
I'm loving the game so far and look forward to playing. However, I cannot play. Even with email verification turned on and ME verifying the login, I cannot login because it says "We have detected that your account may have been accessed by an unauthorized individual."
HUH? I am the only individual. Like I said, I have email verification turned on and it's ME that's logging in. period.
Well, now I cannot login at all and forget their support. They basically do not have any. So, I cannot figure out how this will be resolved, if ever. They have NO support phone numbers and a poor ticket system.
I filed a ticket. Basically a joke. They responded with an answer that didn't even fit my question. Not sure what can be done honestly. This is really not right. I've never had this happen in any other game I've played.
I only wish the game wasn't SO GOOD!. I'd stop playing and not look back.
Anyone else experiencing this issue?
Comments
I agree they didn't do well in this department notably since their launch had some issues since they had such huge numbers logging in all at once.
The only thing i can say is be patient. I had to wait for my issue to be resolved (it wasn't that but it's gonna take a while) I have an issue where the game drops suddenly after two hours of play. It happens all the time now. I can't seem to find the cause so i sent my data to them. Hopeflully it won't take long.
I do know tho that they place the hacked accounts issue first and have the most support for that in their company. Those and the can't login issues come first.
It would have been better if they allocated money to a call center for the beginning of this launch since this is something they did deal with before in GW1.
Not the same issue, but the same problem with support, and feel the same way about it.
inb4 - It's B2P so don't expect support.
Haven't had any need to game support so I can't personally give an opinon as to their quality. But I have to ask from those of you who had an issue delt with is it poor support or is it just overwhelmed support?
Personally I think poor support would be the kind that couldn't help you even if you could get hold of them right away. If however its just a case of them fixing issues but taking awhile because they are snowed under since they have a shitload of cases to deal with, I'm not sure I'd say their support team sucks, just that there aren't enough of them.
"Gypsies, tramps, and thieves, we were called by the Admin of the site . . . "
they had phone before, quote from 1 of Arenanet poster,
Our Support Team offered telephone support foa a number of years. Believe it or not, it actually took longer to resolve an issue via a phone call than it did via a ticket. We do hope to offer Live Chat / Live Help very soon, though, and I think this will meet the needs you’re speaking about.
live chat will be here,http://en.support.guildwars2.com/app/chat/chat_home/
but not yett
sad for people who have problem with the game, did not have any
~The only opinion that matters is your own.Everything else is just advice,~
i agree - its been almost 3 weeks and GW2 support is still lacking
im a GW2 fan but heres a good example:
It says they have detected that my account has been used been used ..
https://forum-en.guildwars2.com/forum/support/account/It-says-they-have-detected-that-my-account-has-been-used-by-an-unauthorized-individual
Shadinzo.1326
I know for a fact that my account is not being used by anyone else because i was the one on it at the time it shut off, it says i wont be able to access my account until it is fixed by support. it also says this is for my security, please fix this, its stupid an very inconvenient.
Rellin.3914
Same thing happened to my wife’s account. Very annoying. No email, no information, just a message when trying to login. Why do they think someone else tried to do something on her account? What is their evidence, and why is it taking so long to fix? This is terrible service.
GaileGray
We’re very sorry for any inconvenience that this system is causing you guys. The objective is to nip hacking in the bud, before the hackers can gain access and trash an account (like getting it banned for spamming RMT advertising) or strip it of valuable items.
Naturally, we don’t intend this system to inconvenience legitimate players! I will see if I can track where this is heading and let the dev team know. The basic objective is entirely positive, but if we need to make some small tweaks, I know the team will do that.
Cinnah.5407
Yeah, I am still waiting. I appreciate the whole lock down the account thing. If we could just recover it quicker would be nice.
EQ2 fan sites
Just to add a bit....
You know, I appreciate they are watching out for hackers and unauthorized users. BUT... This is NOT the way to get it done. THEY are arbitrarily deciding WHO is an unauthorized user. HUH? That will not work in the long run.
And, like I mentioned in my original post, I have email verification turned on!
I would rather sign a statement saying that I will NOT hold them repsonsible for unathorized access, in lieu of them deciding to suspend my login at their whim whenever they wish.
Very frustrating.
True, very true. However, They've had several weeks now. They should be beefing up the support by now. Even if it's impossible to get people trained and running in 3 weeks, they can get people in who can at least make more open channels of communication to the customer base.
I feel your pain also dais...
But... Think about this. Suppose they fix your issue. What keeps them from deciding that tomorrow you have another unauthorized login attempt? See where this is going?
Let ME worry about WHO is logging into my account. This plan of theirs will never work and will only penalize legitimate users.
Very frustrating....
Yeah I see where you are going, and I agree that it's skirting dangerous territory. Anet should be focusing on making a stellar game, keep the servers secure from hacks/botters, and let the players submit tickets if they have been hacked. I am actually a little curious on what triggered it exactly. Last night I talked with my wife about buyng GW2 since I have been playing it recently. I told her to install it on her PC and make a character on my account to see how well it runs and if she likes the game. She installed, made an asura toon (which is as ugly as sin), and got a few levels and logged off. We were actually a few minutes away from leaving for the store today to buy another copy when I got the lock. We didn't buy another one....waiting to see how this account lock plays out.
And... To put a cherry on the whipcream...
Everytime I respond to their "automated" supoort message, they tell me I'm not replying with my account email. WHICH I AM!
This incompetence is making me think I will never again be able to login to a game I purchased and was enjoying, up until now.
UGH....
Update....
Now I cannot even login to "support" to update my ticket or comment. How the heck am I supposed to solve this issue though support if I cannot login to support?
This company has the worst customer service I've ever seen and I've seen quite a few that were not good.
I'm going to end up with a game I cannot play. I can clearly see this coming.
My guess would be: You clicked the "block" option on your first email.
Sorry for all your troubles but I have 2 teens of the "OK.clicker" generation and they are both able to login and play even with the email confirmations,.
If you managed to block your own IP have you tried changing your public IP?
IF you have a dynamic public IP you need to change your routers MAC or (if you have absolutely no clue wth a MAC sdress is: Switch off your router for at least 8 hours or call your internet provider and ask for details about renewal of your IP address.)
Yeah: As annoying as it may be... You are describing a problem on YOUR end...
We dont need casuals in our games!!! Errm... Well we DO need casuals to fund and populate our games - But the games should be all about "hardcore" because: We dont need casuals in our games!!!
(repeat ad infinitum)
You failed to read and/or follow the instructions. This is your fault. They tell you how to do it so you can reach a successful completion.
Go back to the suport page and read.
I will give you one hint -- you must create a support account. There's a good reason for that. If someone has hacked your account, they need to keep this isoloated from the hackers so they can't close it on you.
http://en.support.guildwars2.com/app/answers/detail/a_id/9221/session/L3RpbWUvMTM0NzgyNTAxNi9zaWQvSF81dktwNmw%3D
Thanks for the reply. I have logged in and played this game every day since August 28 with NO problems until this morning. I have no IP blocking of any kind and I'm using my gaming PC which I use for every game.
This morning the email verification got turned on and that's when all this started. It didn't even work a week ago. The problem is not on my end.
My login today was verified by ME on my end using the email verification. No one else has logged into my account ever.
Sent you a PM. Reply and I will send further instructions. Please be prepared for some kind of interaction (cell or skype call - skype preferred)
We dont need casuals in our games!!! Errm... Well we DO need casuals to fund and populate our games - But the games should be all about "hardcore" because: We dont need casuals in our games!!!
(repeat ad infinitum)
Thank you but I do not have Skype or a camera or a cell phone that supports Skype.
Ok and sorry - hard to offer 3'rd party support in that case (me being in EU and all).
I hope you get everything solved. Always horrible when people feel they hit a virtual brick wall. :-(
We dont need casuals in our games!!! Errm... Well we DO need casuals to fund and populate our games - But the games should be all about "hardcore" because: We dont need casuals in our games!!!
(repeat ad infinitum)
It's B2P. What did you people expect? Of course their support is going to be short handed...
In general every account reported for spamming gets this treatment
Best MMO experiences : EQ(PvE), DAoC(PvP), WoW(total package) LOTRO (worldfeel) GW2 (Artstyle and animations and worlddesign) SWTOR (Story immersion) TSW (story) ESO (character advancement)
OMG! This is not a hacked account issue. We'll see what you say when it happens to you.
this is different than hacked accounts - i posted a link earlier
https://forum-en.guildwars2.com/forum/support/account/It-says-they-have-detected-that-my-account-has-been-used-by-an-unauthorized-individual
seems like a mistake on ANETs part
EQ2 fan sites