Every ticket that Guild Wars Customer Support receives will be sent a response. There are three kinds:
- an auto-response that simply lets you know that we’ve received your initial inquiry and will respond again with more info — these usually go out within a minute or two of your initial inquiry
- an auto-response giving you suggestions on how you could address the issue (and asking you, in some cases, to update the ticket with a note to say the outlined steps did not work, and that you continue to need assistance) — these also come to you within minutes of the ticket’s submittal
- an agent response — these almost always come after the auto-response, and may arrive within a few minutes or, in some cases, a few hours of the initial inquiry
The important thing to know is that Customer Support responds to every ticket and they will continue to do so until an issue is resolved or and outcome is determined.
You may have seen our requests in the past that players who are awaiting a response from our Customer Support Team always check Junk, Spam, and even the Deleted Mail folders. We make this suggestion because occasionally a mail provider will route our responses to those folders instead of sending them to the player’s In-box.
We have become aware in recent days that Gmail, in particular, is routing our responses to the Junk Mail Folder or is putting them into one of their other folders — such as “Promotions” — instead of sending them to your In-Box. If you have submitted a ticket, and particularly if you are using Gmail, check all three folders — Junk, Spam, and Deleted Mail, Promotions, Social, any other customized folders you have — and look for our response. Please don’t create a new ticket, but update your existing ticket (through the Support Interface) if you did not receive a response.
We’ve also been made aware that Hotmail has flagged legitimate emails from ArenaNet as “spam.” The point, again, kis that when you’re expecting a mail, please check any possible folder!
We’re letting our IT Team know about this, in the event that they can help get our mails sorted more appropriately by the email providers. We have no control over this, but we’ll give it a try!
Thank you.