In-Game Report Comments

#2 - Oct. 23, 2013, 7:10 p.m.

Neural.1824:

Looking at the new site, I see basically nothing more than a wall preventing support.

In fact, it would appear that Arenanet is striving very hard to completely remove a players ability to report another player in situations which arise that the in-game reporting tool fails to address the issue (not that anyone pays attention to in-game reports).
While it is still possible to file a violation report, you sure have buried it well.

We have team members assigned 24/7/365 to player in-game reports. On a normal day, 100 or more players are actioned for everything bad names to nasty chat to cheating. On an abnormal day, action may be taken on literally hundreds of accounts.

No one — No one! — is ignoring in-game reports. And in-game reports have people assigned specifically to them, so they often are acted upon within minutes.

#8 - Oct. 24, 2013, 7:08 p.m.

It’s disappointing to know that you folks are doing all you can do to help us make the game world a better place to be, and to know that in some rare cases — and I truly believe they’re rare — no action is taken.

I have a few thoughts:

• Sometimes a name that one person deems as “offensive” is found to be acceptable, or even marginally acceptable. We take a lot of care to not deprive someone of a name unless it’s really unacceptable. I’m not saying that’s the case here, but sometimes we discuss a name for a long while and determine that, while it’s not the best name in the world, we will not take action on it.

• The team sees a lot of name and chat reports, and as I said, they often react within minutes. It’s possible that the stream of reports may be moving at such a rate that the agent simply misses the name. (Sort of how I couldn’t see every line of chat during my visits to Lion’s Arch with The Frog, back in the day.)

• It could be that the agent is busy investigating another name when a second one is reported. I’ll see if I can get a better understanding of how the system works, and see if we can brainstorm how to improve it.

• In cases where you report a name and it remains in the game through multiple reports — as in over days or weeks — and in cases where you’re 100% sure that the name is well over the line of acceptability, then I encourage you to submit a ticket. It’s not optimal, and it certainly takes more of your time, but I think it will be more effective.

• Rarely, a name is reported because it’s offensive in a non-supported language. For instance, I’ve learned a few naughty words over the years in Hungarian, Polish, Czech, Croatian… The point is, for names that are not in English, French, German, or Spanish, it’s best to submit a ticket.