#1 - April 20, 2014, 5:43 a.m.
TY i got back into my acc and it only took you 30 mins to reply to me
that was really fast so ty ^^
ty tadeo and andonis
WOW!! best customer support ever
#6 - April 22, 2014, 7:19 p.m.
TY i got back into my acc and it only took you 30 mins to reply to me
that was really fast so ty ^^
ty tadeo and andonis
So glad we were able to help!
+1
I’ll add my voice to this as well. I’ve been a harsh critic of some aspects of this game, and most especially of certain decisions made that were a complete turnaround from the game that was marketed for years. That said, this is my 4th MMO, and I’ve never dealt with a better or more responsive customer support group than the one Anet has.
That’s great to hear. Thank you kindly!
Indeed, for most games, tickets can take up to weeks being processed. The few I’ve sent in have maybe been a week tops and the long ones were due to a heavy load of tickets (such as the recent refund requests).
They were concise and professional. Makes me want to send thank you notes to every GM that does support.
I will share your kind words with the team. Many thanks.
#10 - April 22, 2014, 9:02 p.m.
Well me and my friends have had opposite experience we love the game buts hes trying to come back into possession of his account and hes been sending multiple emails over the past 3 days with very limited replies and no visual results. what did you do to get support within 30 minutes?
Multiple tickets definitely slow our ability to help. Each ticket needs to be reviewed, assessed, and then merged into the original ticket. This takes time — this delays our ability to respond. So please ask your friend to not submit additional tickets or send additional e-mails and an agent should be able to help him soon.
The problem is his account wasnt hacked just the old email was no longer available to verify ip adress. He actually figured out how to resolve it himself however his account is now locked :/ but hopefully it will get resolved soon
I’m sure this’ll be sorted soon. And don’t worry, we can work around the e-mail issue with adequate proof of ownership.
#18 - April 23, 2014, 10:26 p.m.
I got an automated response and was given advice to change my password. I did that, but I replied again asking if it’s possible to have my items restored. I lost more than a year’s worth of items, mats and currencies and I don’t have the pleasure of being able to play 24/7. I love the game and would be playing it for years to come, but it’s a real bummer to lose everything because other people like to just take advantage of what others earn through hard work.
Account restorations do take extra time, and the team is extremely busy. I am sorry for the time it’s taking, but I do believe you will be well satisfied with the outcome. Thank you for your patience — I know that waiting is not an easy thing, especially in such a stressful situation as an account compromise!