Complaint department? - more info inside

#1 - Sept. 26, 2013, 10:04 p.m.

My son has been trying for over a month now to be able to log into his account. The issue is his account has the authentication thing turned on but it NEVER sends the authentication email. The ticket responses he received were such idiotic things as “log in to the website and change your email as the email you using does experience issues” well duh if he could log in then he could change the email, if you don’t receive the authentication email how the “bleep” can you log in?

So is there a complaints department? Because as a software/computer technician response like this give your support team a bad rep (assuming these are auto response and no one is actually reading them)

FYI we have logged a few tickets as the support team keeps closing them. the second last and last just disappeared can not view them for updates I am assuming they got closed as well.

So where can I get my complaint logged?

Gaile Gray

#4 - Sept. 26, 2013, 11:32 p.m.

We want to help! First, I should tell you that we just learned that Gmail, in particular, is routing our responses to the junk mail folder, so if he’s using Gmail, have him check Junk, Spam, and even Deleted mail.

If you could please give me one of the 12-digit numbers for a ticket, we can look into this for you. It’ll be 13XXXX-XXXXXX and is sometimes called an Incident Number. In the meantime, please do not submit additional tickets, but update the first one you sent, so we can track this issue most accurately.

Gaile Gray

#6 - Sept. 27, 2013, 12:39 p.m.

The reason that ticket was closed was because it was a duplicate. That’s standard procedure, to refine the tickets to a single ticket.

The reason the initial ticket (130829-000915) closed (automatically, after some days) was because we didn’t hear back to our request dated 15 September:

“Please provide us the preferred email (which is not linked with Guild Was 1 or Guild Wars 2 account) as you are not getting verification email on the current email.”

Now, if your son didn’t get that email, then he wasn’t able to send in a new email address. So he’s in a bit of a Catch-22. I suggest he do this:

Use an email account NOT associated with Guild Wars or Guild Wars 2. Send an email to [email protected]. Include BOTH ticket numbers above, and say "I’d like to continue getting help with my account through this new email address.

Do be aware that we get fraudulent requests for “account assistance” on an hourly basis, as it’s a common way for people to try to steal another person’s account. So the team is going to need details that establish that your son is the account owner. (I’m not saying he isn’t, but explaining our security measures.)

Does this suggestion make sense to you?

Gaile Gray

#8 - Sept. 27, 2013, 6:36 p.m.

Shuckies.5760:
Yes thank you! I will have him do this as soon as I get home.

Also I do apologies if I seemed rude before after several attempts and just getting no where and frustrated, sometimes rationality slowly slips away.

No problem at all. We’re here to help!