Let down by GW2 Support

#1 - Jan. 26, 2014, 3:51 a.m.

I’m writing down my disappointing experience with GW2 support as a last resort in getting my issue solved.

Some time ago i asked for a refund on my GW2 account because my laptop couldn’t run it. Now that i have a new laptop i’m very excited to try out GW2 once more. I bought a serial on g2play.net, the website i oftenly use for quick and fast gamekeys. The key worked fine and GW2 gave me the option to link the key to my old account. I thought that would be a good idea so i could use my main gmail account with it. Everything worked fine untill i tried to log into the game. It said my account was locked due to the first refund.

I made a ticket thinking this would be resolved fairly quickly. I couldn’t have been more wrong. GW2 support says they can’t help me because i didn’t buy the key from an official reseller. They adviced me to get a refund from the webstore. Naturally they refused since the code has already been used, worked find and is worthless now.

I truly understand you have a policy to abide by, but please (please!) understand my situation here. There is no way i can get my money back. I told the webstore i would contact my bank and they said they will fight the claim and will probably win it because the code wasn’t faulty. And i’m sure they’re right.
You LET me attach the key to a banned account. According to your response it’s my fault i did that, that i should have known i had to make a new account for it. How was i supposed to know? Never was i warned about this.

Again, please understand my situation here. There is nothing i can do. I understand i shouldn’t have bought the game at that webstore. But the code worked perfectly fine. Please, is there anything that can be done?

#15 - Jan. 27, 2014, 6:41 p.m.

I am glad that you folks understand: We cannot “give back” money that we never received. I don’t want to sound like I’m touting our store over others, but we can do more for the people who purchase from our official site, as opposed to those who buy elsewhere. That doesn’t mean you shouldn’t support your local retailer, but for outlier issues like this one, we simply cannot give a refund because the money is not ours to return. Thanks again for understanding this.

As to the situation where one could add a new code to a terminated account, I will investigate that and see if there is a way to prevent it. The fact is, the chances of someone adding a code to a closed account are probably 0.0000001%. But I’ll see if there is a way to block it, without taking needed resources from other, higher-priority tools needs.