A new low in customer service

#1 - Sept. 10, 2012, 8:22 p.m.

Hello,

Recently you submitted ticket 120829-006110 to the Guild Wars 2 Support Team. In the time since your submission, we?ve addressed several problems that have likely resolved your initial issue or answered your question. Information regarding these changes can be found in the Guild Wars 2 Game Status Updates.

If you are still experiencing a problem with Guild Wars 2, please use the link below to reopen your ticket. Otherwise we will consider your issue resolved and the ticket closed.

Click here to re-open your support ticket.

Thanks,
The Guild Wars 2 Support Team
__________________________________________________________________

You closed my ticket without resolving it! Worst…. Service…. Ever….

I read the GW2wiki and it says this:

Reporting exploits
If you discover an emergency game-breaking or economy-breaking bug, do not exploit it, but please notify us immediately at this email address: exploits (at) arena (dot) net

How about the exploit where GW2 charge people for a product and don’t supply what was paid for?

Stunned and amazed!

GaileGray

#9 - Sept. 10, 2012, 10:01 p.m.

We’re reaching out to customer whose issue may have been solved… or may not have been. We’re encouraging people to close tickets that need it, and to update and re-prioritize their ticket with a single click of a button.

I think it’s a pretty effective way to check back with people, to say “We think your issue may have been taken care of, but if not, please let us know.”

Nothing is perfect, and anything can be misfiled. Reaching out to you with that email puts power in your hands, with the ability to say “Hey, I still need help!” and then, to get it. I understand that “the proof is in the pudding” and you may be skeptical about whether you will get help, especially after waiting so long. I’m not looking at your ticket, so I don’t know what you’ve written about, but keep in mind that there are some issues that simply must take a back seat to more critical issues.

But really, complaints aside, why not take a few seconds to click that link and give the team a chance to help you?