GMs and their Ability to Fix Mistakes

#1 - May 16, 2013, 11:24 a.m.

To keep a long story short, I received a fused weapon ticket and I double clicked on the wrong item as I was browsing through the weapons. I contacted support about the issue and was told twice that Arenanet simply doesn’t have the ability to exchange the weapon for either my weapon of choice or a ticket. Although it’s my own fault for selecting the wrong item, the sheer average cost of a ticket would lead me to hope that customer service would be able to help me.

Now, I’m being civil, but considering the fact that World of Warcraft’s GMs are able to reverse next to anything that happens (even due to player error, as in this case,) I think this is a problem. I’m just curious as to why the support staff have such limited tools to work with? I’d deeply appreciate an Arenanet poster to shed some light on this. Thank you.

Gaile Gray

#2 - May 16, 2013, 12:09 p.m.

Comparing a game that is nearly 10 years old with a game that is not even 10 months old is sorta unfair. (But I can tell you that we had full-account restorations before some much-older games, so that’s cool!)

The point is, for any game, tools are developed and expanded over time, and we acquire the ability to provide more help to players as new tools are created. We also add features that are designed to prevent user errors such as yours. For instance, in the early days of Guild Wars, you could delete a character with just one button. Noting that players were doing so in error, we added a confirmation system, and ultimately required the player to type out the full name and confirm, so a sort of double-confirmation system.

As the game matures, more tools will become available for CS, and more in-game systems will be added. I’m sorry that your user-error situation cannot be addressed at the present time, but I believe we will be able to offer greater levels of help for instances such as these in the future.