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Old Aug 07, 2006, 07:37 AM // 07:37   #21
majoho
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Why are you people bothering support so much anyway?

I mean it sound like some of you almost have a relationship with Anet support.

(yeah I never needed to use support).
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Old Aug 07, 2006, 07:46 AM // 07:46   #22
Skids
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I sent a support ticket in once after searching for a solution and not finding one. Fortunately I eventually managed to sort it our myself, which was good because they NEVER acknowledged or answered it.
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Old Aug 07, 2006, 08:10 AM // 08:10   #23
RTSFirebat
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Not sure what's with all the bad blood.

A.net have always given me a human responce. Maybe not a instant responce, sometimes it takes a few days, but they do get back.

So many of you don't give A.net enough credit.
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Old Aug 07, 2006, 02:01 PM // 14:01   #24
Relambrien
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In response to Mejoho, I've sent 5 support tickets to Anet. One was to figure out whether my integrated graphics card was equivalent with the minimum requirements, two others were to report bugs (the one in the north shiverpeaks was memorable, feed the devourer 4 billion+ meats), and the last two were to report rule-breaking of some kind.

Always got fast human responses, within 12 hours of saying "this did not fix my problem." The automated messages always came within 5 minutes of sending the ticket.

Otherwise, most people send tickets to Support when something isn't working like it should, such as graphics problems or crashing. Haven't had any problems that I don't know how to fix, so I haven't needed to do that.
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Old Aug 07, 2006, 02:13 PM // 14:13   #25
Aera Lure
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Quote:
Originally Posted by RTSFirebat
Not sure what's with all the bad blood.

A.net have always given me a human responce. Maybe not a instant responce, sometimes it takes a few days, but they do get back.

So many of you don't give A.net enough credit.
This has been my experience too. The auto-reply comes quite soon, but if that doesnt sort it out and I replied to that effect, I got a reply from support personally.
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Old Aug 07, 2006, 02:21 PM // 14:21   #26
Skids
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Well it seems some people have had good / excellent responses, and some people have had bad / no response at all.

In my experience, and I used to work in a Customer Support Manager role for 6 years, bad results get around faster than good ones.

Its not a case of sitting back and saying "well we helped 100 people today", it ought to be a case of "we helped 100 people today but we need to find ways to help that other 100 people we didnt get round to"

Lets not hear people say theres no problem with the support. There evidently is because its been reported in posts here. However I would also concede by the "pro-posts" that they dont quite suck the big one.
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Old Aug 07, 2006, 02:43 PM // 14:43   #27
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Quote:
Originally Posted by Sakora
Well lucky for you, you guys seem to get fast responces.

I never get something fast, i sent something 3 days ago no response (got automated)

?
please listen carefully.

emails will not work and has been stated repeatedly by Anet.

send in an official genuine accept no substitutes support ticket to Anet not NCsoft.

the first response is the auto response to weed out all the people who have a minor problem to save the live support for more serious problems.

if the auto respond does not help there is a reply for it.

reply within 24 hours with a simple

*this did not solve my problem*

this will get you a live response.

the 3 day old ticket is dead so make another.

they auto closed it as solved because if it was not solved you surely would have responded rather than just sitting there fuming......right?

that is what is needed to get live support.

good luck on your problem
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Old Aug 07, 2006, 10:38 PM // 22:38   #28
Sakora
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Loviatar im not dumb, i was trying to send a support ticket using the email address wich says its invalid, so i go to create an account with the email, says its in database? Try reading? I have played other games that involve NC Soft like COH, ive always gotten pretty good timely responses (automated and human)

Anyway i finally got a reply from a GM and hes adding the support ticket that i made for the 2nd account email that i made on my main email, I had sent a ticket about 4 days ago on my main email involving some NC Soft master account issues.
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Old Aug 07, 2006, 11:42 PM // 23:42   #29
EternalTempest
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I've used support 3-5 time since GW launch and always been answered in a timely fashion.

The only thing they could not resolve or diagnose competely (I was able with the aid of guru) issues with decompression on map load and Sysgate personal firewall issuen (and it was not an blockes network trafic issue).
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Old Aug 08, 2006, 12:55 AM // 00:55   #30
eternal pho
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Now remember that it's hard to get to that many players
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Old Aug 08, 2006, 03:09 AM // 03:09   #31
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I have to say that I've never had a problem with tech support here. I normally get a human response with 5 hrs, and when they ask for more details, they respond fairly quickly once they receive my answers. Now, account support is a different division, and I had to wait 3 days for a response from them. I had an issue with their store overcharging me, and I had to go through two different account support members to get the problem resolved. Since your having account issues, they probably only handle those during regular business hours. But I've gotten responses from techs at 10pm PST before, so I know they run long hours.
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Old Aug 08, 2006, 04:05 AM // 04:05   #32
majoho
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Quote:
Originally Posted by Relambrien
In response to Mejoho, I've sent 5 support tickets to Anet. One was to figure out whether my integrated graphics card was equivalent with the minimum requirements, two others were to report bugs (the one in the north shiverpeaks was memorable, feed the devourer 4 billion+ meats), and the last two were to report rule-breaking of some kind.

Always got fast human responses, within 12 hours of saying "this did not fix my problem." The automated messages always came within 5 minutes of sending the ticket.

Otherwise, most people send tickets to Support when something isn't working like it should, such as graphics problems or crashing. Haven't had any problems that I don't know how to fix, so I haven't needed to do that.
Fair enough
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Old Aug 08, 2006, 08:16 AM // 08:16   #33
=HT=Ingram
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Sounds to me like you are trying to use a USED key on another account. if your trying to do that. Obviously Anet is not going to waste too much time with you cause you are already doing something you are not suppose too. If you used the online store to attain a upgrade well that's different. But if you are getting Games from 3rd parties IE Amazon used, Ebay, and Friends that have used the game. well guess what? your in violation of the EULA and are not due support.

In any case. Lets assume you didn't do any of this and you got two games completely legitimately from retail NEW, and made the mistake and activated each account independently... This is the MOST unfortunate occurrence that can happen as it is currently IMPOSSIBLE to link these to separate accounts together as one without a full account wipe of both keys and manually having support make a new account. what this means for you? Everything from unlocks to inventory and gold is gone after this is done. But your two game keys are linked and you know what to do for all future chapters from that point on. Just add a new key to an existing account.

Since this is the most unfortunate solution to this problem Most support reps don't want to or suggest doing this. But it is possible. I have seen it done and its a mess for the most part. What we did was transfer everything we could to trusted guildies Deleted every character in the accounts, and got that members accounts fixed and linked. (became a linked PLAYNC New login and everything from 2 separate (now disabled)retail accounts prophecies and factions) Then after the wipe we got him everything back that we could hold between 5 of us. This resulted in a minimal situation as far as loss, but required him to unlock and level up his characters through everything again from the beginning.

PS: He did loose his preorder items in the end, but that was a small price to pay after the 2 months working with support to get this to happen. In the end I think most of the support staff did not like this solution and has consequentially not offered it since. At least that is what I have been told. In deed the support ticket listing in support is in fact purged now... so its obvious that this is not a solution they want to do.

In the end its a sloppy fix for the problem. I know they have been working on a different way of achieving this but I am not sure on the progress of the effort. Also its worth noting that we were able to provide proof of purchase for everything from legitimate sources BEFORE Support would even consider him for this option.

Last edited by =HT=Ingram; Aug 08, 2006 at 08:23 AM // 08:23..
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Old Aug 08, 2006, 04:56 PM // 16:56   #34
Tarun
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I've never really had a good experience with Guild Wars support. They've always been slow or just totally idiotic.

I once had a graphic issue that many others had that was due to Guild Wars, for nearly two weeks they tried to lead me on doing this and that. I'm a tech, I know what happens on my system and how to debug things. I told them the cause and everything. They then want a HijackThis log to which I literally laughed at them and told them I was tired of being yanked around by their half assed stupid support. The very next update it was fixed. They tried to blame on it graphic drivers, spyware and pretty much every lame thing in the book.

What they need is to listen to people better. Much more than they do. Not everyone is an idiot out there.

It'd be a plus if they had an official forum on the GW site where their support staff also would read and handle the forums for support.

Star Wars Galaxy had a great staff for support and more. You got scammed, they gave you your item/money back, removed it from the scammer and banned them for three days.

HT above comments that it took his friend two months to fix issues with his GW account. That's extremely poor support. It should be resolved within a matter of days. A week at the MOST.

This e-mail contact is crap as well, there should always be an option to call in to contact a support team. The lack thereof is inexcusable.
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Old Aug 08, 2006, 05:04 PM // 17:04   #35
Yanman.be
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A.Net doesn't need extensive support becaouse their clients rarely need support.
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Old Aug 08, 2006, 05:10 PM // 17:10   #36
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Okay the support ticket form on gw.com goes to ncsoft, the support links on arenanet.com got to ncsoft. What are we missing, how do you send a ticket to anet?
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Old Aug 08, 2006, 05:26 PM // 17:26   #37
Yichi
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have to say that with what happened to me, anet/ncsoft (although it couldnt help me and which i wont go into) were very helpful with the support i needed. i have to give a +1 to anet support
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Old Aug 08, 2006, 08:37 PM // 20:37   #38
=HT=Ingram
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the reason it took so long was cause of having to mail in stuff... and I actually thought that was rather fast considering what he was trying to do was flat out rejected on all fronts. We had to go to managers to get it authorized. so that took time. and they had hoops he had to jump through to prove he did in fact have the right to such support. 2 months is rather good compared to the 6 months on another game I will not mention here ZugZug..

in any case That was the longest and most complicated support situation I ever had to help out with. Most are up and fixed in a matter of days.

My advice, If your a tester, or if your having a lot of problems. Work with one support staff member, not 12... Keep in direct communication with that member on that case and it will be handled quickly. but if you get passed around a bunch of times they will have no idea whats going on each time you get a new support person. GMs are not that bad. work with them and communicate CIVILLY and you will find they are very helpful.
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Old Aug 08, 2006, 08:46 PM // 20:46   #39
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Quote:
Originally Posted by Enchanted Warrior
Okay the support ticket form on gw.com goes to ncsoft, the support links on arenanet.com got to ncsoft. What are we missing, how do you send a ticket to anet?
All the support for NC-soft games are handeld through PlayNC, NC-softs support company
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Old Aug 08, 2006, 08:50 PM // 20:50   #40
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Anyone here have a favorite Tech Support? Mine is Donovan, he seems to reply the most, and is pretty fast at replying.
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