resolved - Blue Tracker

resolved

#1 - Sept. 8, 2012, 7:01 p.m.

No offense bud, but they really haven’t done anything wrong to warrant you filing a complaint. Also, I seriously doubt ArenaNet cares one bit about the BBB.

Ultimately, account security is the responsibility of the user. If you got hacked then you did something along the way which made it possible to get hacked. Please don’t think that I am flaming you cause I am not. Even if all you did was use a previous WOW email address which the hackers already had, then it is still your responsibility for the hack. Arena Net is doing everything they can to try and help people out as fast as possible. It is only in their best interest to help people out.

The same would go for the rest out there as well. Anyone who didn’t make a new email address solely for GW2 shouldn’t be surprised when their accounts get hacked.

GaileGray

#9 - Sept. 8, 2012, 9:24 p.m.

Charge-backs are bad for you and for us. I strongly encourage you to wait for assistance or, if you really want to permanently close your account and receive a refund, go ahead and put in a request through our support team.

I’ve done charge-backs in the past (like for a mechanic that totally trashed my classic car’s engine — major things like that). It’s a long and painful process and your CC has a limited amount of tolerance for such procedures. The refund process, if you truly want to do this, will be less difficult and you won’t be using up your CC’s good will if you need their help in the future.

But please consider that a charge-back or a refund results in closure of the account. It’s not like you can charge-back now and add a code later. The account is forever closed, and all attributes and history — including the HoM — are lost. As a player, I fully understand the frustration of waiting. But as a player, I want you to know how serious a refund or charge-back can be, since people seem to think it’s a simple thing that doesn’t have long-lasting repercussions.

Lastly, we have an A+ rating with the BBB. It does not get any higher. I’m very proud of our stature with such an excellent organization. I respect the BBB very much, and I think it’s important to use them only for situations that are truly needful of their involvement, not as a means to try to move a support ticket up in the queue. Honestly, that’s a waste of their time and given the faster turnaround on tickets, it’s probably a waste of your time as well.