Resolved But Unsatisfied

#1 - Nov. 12, 2013, 1:21 a.m.

Gaille, I know that you are doing your best. Your updates on tickets resolutions make that clear. If I hired you, I would give you a raise. And if you lived in the area, I would take you for lunch as a thank-you.

Unfortunately, what I experienced was the single-most worst customer support experience in my 40+ years on earth. I try to log in and enjoy the game but everything just reminds me of that experience. You may read in the news or have experienced the problems with government health care website (depending on where you live). I can honestly say that the customer support here is worse than that. I’m not being dramatic or exaggerating. I spent at least 20 hours of my life trying to resolve this.

I am the customer. I have contributed my share to your company beyond just buying the box. The least I would have expected would have been an apology. And, I’m not asking for anything. I’m just saying that I’m not alone in this. Others post about it on non-gw2 forums. Most don’t post because they just move on with their regrets. I’m posting in hopes that I’ll be little bit less resentful. But I’m 100% confident that I will research games in the future to ensure that are not affiliated with ANet or NCsoft.

Do you remember when Blizzard lost all of that respect for FaceBook comments about another company that was their original team? Your customer support is as lacking in integrity and valuing where your money comes from as they were.

Be well..again, it’s obvious that you are doing your best.

Gaile Gray

#8 - Nov. 12, 2013, 5:54 p.m.

Please put the ticket number in this thread. Even if we’ve discussed the matter a dozen times, it saves me time and allows me to help more if I don’t have to search PMs and posts to find it. Thank you.

Gaile Gray

#9 - Nov. 12, 2013, 6:37 p.m.

Are all these yours?

3778
31255
51701
51809

Are there more?

Gaile Gray

#13 - Nov. 14, 2013, 1:01 p.m.

Ok, this is what I can say about this: One of our best agents went over your entire history with painstaking detail, and he notes that both accounts have been accessed, and both appear to be functioning properly. If that is not correct, please post in the Tickets for Review thread.

But beyond that, I am confused about the purpose of this thread. There has been an enormous amount of discussion/review/updates about this situation, on the forums, via PMs, etc., and I honestly am not sure what it is that you need at this point.

An apology? Yes, you were given more than once, as you yourself said in this very thread.
An admission that converting from one support system to another caused some glitches and impacted your situation? That absolutely is true, and again, we extend our apologies!

But is there more we can do for you? Or, with all due respect, are you just venting your frustration? Because I believe the latter is the case. Our of the need to focus on situations that require action and review, I think it best to close this thread. Not with penalty or negative remarks in your direction, and not out of meanness, but because with the correction of the issues related with your accounts — which were not sourced from us, thank goodness! — and with the apologies, I believe we need to wrap this up.

You may feel free to submit a negative survey, if that is how you feel about the situation. That’s why we offer them. But this has been a very time-consuming effort for you and, I beg you to understand, for us as well, and I believe it’s time to wrap it up. Thank you for understanding.