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Customer Support?
PTED
Member Posts: 464
in Guild Wars
THIS IS NOT AN ANTI GUILD WARS FLAME THIS IS A CUSTOMER SUPPORT THREAD
Just had to put that first bit in so people who only read selective parts of the post understand what this is.
Anyway onto the topic, earlier today I had a rather valuable item scammed off of me, so I put in a customer support thread and was apauled with the response... and made a few responses of my own.
http://img158.imageshack.us/img158/2139/14zq.png
My original 'question'
http://img117.imageshack.us/img117/1262/22po.png
The GM's automated message response
http://img126.imageshack.us/img126/184/35qp.png
My response to the GMs message
http://img129.imageshack.us/img129/7594/43ik.png
My response in more detail
Before you make a post in reply to the topic read all of the above links so you understand what is happening, do not just post something like
R0flcopter u R t3h n00bx0|2.
So anyway, what are your thoughts on the topic and have you had bad customer support.
Just had to put that first bit in so people who only read selective parts of the post understand what this is.
Anyway onto the topic, earlier today I had a rather valuable item scammed off of me, so I put in a customer support thread and was apauled with the response... and made a few responses of my own.
http://img158.imageshack.us/img158/2139/14zq.png
My original 'question'
http://img117.imageshack.us/img117/1262/22po.png
The GM's automated message response
http://img126.imageshack.us/img126/184/35qp.png
My response to the GMs message
http://img129.imageshack.us/img129/7594/43ik.png
My response in more detail
Before you make a post in reply to the topic read all of the above links so you understand what is happening, do not just post something like
R0flcopter u R t3h n00bx0|2.
So anyway, what are your thoughts on the topic and have you had bad customer support.
Comments
Hi PTED,
I read all of the correspondence you provided, and I can see why you're annoyed. However...no offense, but I think you're going a bit far with your last response to the customer support team. Here's my take on it.
First, the person who tried to trade you the account key should not have been doing it, in my opinion. The Guild Wars Rules of Conduct state that, while in-game:
"You may not advertise the intent to or commit the act of buying, selling, trading, sharing, or transferring access to any Guild Wars account."
So, when the other player offered you the trade, little warning bells should have been going off in your head that this was not legitimate. Of course, he would try and reassure you! - he wants to scam you after all, so he's going to say whatever it takes.
OK, so, next, you got scammed (bummer!) and reported it, which is the right thing to do. Now you're annoyed that they can't reveal the results of their action to you. But again, if you'd read the Terms & Conditions, you would have known this already! Under the Conduct Breaches and Outcomes section of the GW site, it says:
"Those who report a possible rules infraction by another player will not
be informed of the outcome of our investigation; for privacy reasons,
disciplinary actions will be a private matter between our staff and the
affected player."
Besides, it's easy for you to tell what GW will do if the guys is adjudged to be scamming. Just read the Conduct Breaches and Outcomes section again! It says there will likely be an account suspension or a ban.
As for getting your stuff back, I'm afraid that I agree with Support there too. You entered into the trade with the other character willingly, even though you knew (or should have known) that the trade was illegal in the rules of the game. So I'm not sure they're under any obligation to get you your items back.
That's why I think you're being a bit unreasonable in your email to customer support. They're just doing their job, and sticking to the Terms & Conditions you agreed to when you started playing. Don't give them grief and sarcasm because of that! Reading legal stuff may seem like a drag when you want to play, but it's important, and you should do it.
Anyway, that's just my opinion, sorry if it sounds negative or patronising. But at least you'll know next time, and not fall for this again.
good luck,
auryx
What he said
Besides... it's a frikken free game. Do you honestly think they're going to allow you to trade an item in game for an account on their servers? That'd be stupid. Their entire profit base is from box sales.
Currently Playing: Dungeons and Dragons Online.
Sig image Pending
Still in: A couple Betas
What he said
Besides... it's a frikken free game. Do you honestly think they're going to allow you to trade an item in game for an account on their servers? That'd be stupid. Their entire profit base is from box sales.
Oddly, I had to pay for my copy of Guildwars.
As for the OP- I feel bad for you, but I have to agree with the others who posted. It would have been nice to chat with a live CSR, but they are probably overwhelmed with this sort of thing. Still, good luck with it.
-W.
What he said
Besides... it's a frikken free game. Do you honestly think they're going to allow you to trade an item in game for an account on their servers? That'd be stupid. Their entire profit base is from box sales.
Oddly, I had to pay for my copy of Guildwars.
As for the OP- I feel bad for you, but I have to agree with the others who posted. It would have been nice to chat with a live CSR, but they are probably overwhelmed with this sort of thing. Still, good luck with it.
Read the whole statement there genius. I said their profit comes from BOX SALES. Yes, you had to buy the game. But you play for free. No monthly fee.
The no monthly fee is why it's innane to think they'd be ok with people selling their accounts. Games that are fee based are a little less stringent about the 'no selling of accounts' rule because, either way, they make money (granted most discourage it even so) but Guild Wars makes 100% of it's profit from box sales. Thus they're going to be a LOT more adamant about the 'you can't sell your account to another player' aspect of the game.
Currently Playing: Dungeons and Dragons Online.
Sig image Pending
Still in: A couple Betas
-W.
I read all your correspondence (next time make them actual links, it's a lot easier for the reader)
I'm sorry...but you got scammed...and it was pretty much your fault. It should be obvious that trading an "account key" for in game items is exactly the same as trading the $50 that the account key would cost you...for in game items. A breach of GW rules...and not too smart.
As for GW dev response...well...you had no PROOF that you "lost" your Rurik (though I'm sure you did) so why would GW just "give" you another one. I mean I could go all day selling my Rurik's, writing a Dev that I got scammed, getting another one from the kind Devs, and selling it again...what a great Dev scam...what self-respecting Dev would allow themselves to fall for that. (not that this helps your case, but do you see my point)
I have used GW customer support twice, both times the written responses were a bit unsatisfactory, but in both cases my problem was fixed to a fair degree of satisfaction for me (without them actually writing to inform me of the solution). One was the recent delay on the Collector's Edition, where they extended the headstart time so that you could effectively keep playing until a day before its release. GW support may be rather impersonal, but it gets the job done.
Anyway, I'm sorry for you, but I'm sure you'll be more careful next time. Just don't let it put you off GW (if you like it) it's still a great game.