My Customer Support Thoughts and Experiences.

#1 - March 12, 2013, 12:59 p.m.

I am not here to rant and rage/discuss with any of the mods. I’ll just post a brief reflexion about what happened to me. I been falsely accused of RMT while i was doing my normal gaming on GW2. Luckily i’ve got unban after 36 hours (without hearing a single word from any of the support) but just an automated message that left me wondering if they ever were taking into account my case.

1st) You should warn/investigate people before a BAN. The damage is done, and now i don’t trust GW2. I am back, but now i am afraid of doing about just anything of the usual things i used to do in game.

2nd) The harm you caused to me, treating me as a criminal, without any single proof of desbelief. I have also no compensation for the 3 laurels i missed during the dailies, the money i would have got in my typical daily fractal/dungeons, the glory i would have get on my PVP daily, the karma/insignias i would have get on PVP. The MONEY i LOST cause i couldn’t trade in time the items i had on the TP.

3rd) No one but the Support Team that assists you, apogolizes, but its not even an human being message, its just an automatized one. There is also one last thing. The missinformation. No one told me why the ‘system’ thought i did RMT… Did i need to get reported in order to be banned? If i got reported, those that falsely reported me are going to get ban as long as i did? That would be the least of the things you could to repair the harm you have done to me.

Regards,
Krogan Vaeringar
Founder of Vaeringar Guild, Baruch Bay

Gaile Gray

#3 - March 12, 2013, 3:53 p.m.

You are really quite mistaken about what happened. Every account is reviewed before it is suspended or terminated. You were not blocked by any sort of automatic “system.” Your account was flagged because your activities met several parameters that point towards RMT-like or bot-like behavior. After those suspicious “flags” were raised, a human being reviewed the data and concluded that the account was engaged in disallowed activities.

I cannot give you the details — for instance, “what exactly did I do that raised the flags?” — but I can assure you that you were not automatically actioned based on a single thing, and an agent truly did review the details.

Nor were all the responses you received sent by a bot. The first response is an automatic response, and it is marked as one. After that, you’ve been talking with another human being about this situation. I am quite confident that the agent did explain that the account was suspended in error, and I believe he or she would have apologized for the error. If not, I offer our apology for what took place.

I understand that the number of account actions in a single days is about 99.75% accurate. And while it’s frustrating to be in the tiny portion of players who are actioned in error, the overall effect of the system does remove a lot of RMT workers (with their related account thefts, gold-sales spamming, and damage to the economy) and a lot of botters (who impart their own damage on the game economy).

If you want to provide your ticket number, I can review this matter as a point of training — to see if the team can do anything better. But end of the day, you’re back in the game and that’s a very good thing.

Gaile Gray

#5 - March 12, 2013, 4:21 p.m.

It was very clearly explained to you. You were reported and an agent made an error in mis reading your comments, which s/he believe pointed to sales of in-game items for real money. That was not the case, and when you wrote, the team examined the situation and released the account.

It was a simple human error for which we apologize.