Reverting charge + BBB complaint soon if no help....

#1 - Sept. 8, 2012, 5:54 p.m.

Dear Arenanet,

I am still looking for help on my gf’s ticket. I am informing you that if my Gf’s ticket is not resolved soon we will be reverting the charge for both of our collector edition purchases and submitting two better business bureau complaints (https://alaskaoregonwesternwashington.app.bbb.org/complaint/new/22017235?bbbID=1296). According to the BBB ArenaNet is not even accredited so I’m not sure if you even care about this. (citation: http://www.bbb.org/western-washington/business-reviews/computer-software-publishers-and-developers/arenanet-in-bellevue-wa-22017235). Ticket information below and on the active ticket all information you could possibly need is attached. Even the serial key Email that came with our purchase and the account confirmation email sent with her activation

Active Ticket: 120905-001025
Ticket closed after being advised 72 hr. turn around if we closed this ticket and set up a ticket with the new prioritized hacked account setup: 120904-001346

Hoping to hear from you soon.

Sincerly,
your unhappy customer sneakster

GaileGray

#11 - 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.