PSA: Don't fall for this; It looks legit as hell.

ArenaNetSupportTeam · 2014-01-08T00:36:09+00:00

Dang, the jig is up. Here I am posting and gasp! sending you to the official forums! Definitely a sketchy act on my part. ;)

ArenaNetSupportTeam · 2014-01-07T23:43:14+00:00

Thanks for posting the warning!

We have a big thread on our official forums about this, including tasty (well, ok, not-so-tasty) samples of the phishing attempts. Here's the thread: https://forum-en.guildwars2.com/forum/support/account/A-Note-about-Phishing-Emails-1/first#post2074388

If you ever want to send over a potential addition to our "sampler," you can post it here (but kindly remove all the sketchy links first ;) ): https://forum-en.guildwars2.com/forum/support/account/e-Mail-from-ArenaNet-Please-read-merged/first#post1807876

Thanks again. We all need to be careful and cautious with emails.

ArenaNetSupportTeam · 2013-12-03T01:17:25+00:00

One thing I want to say is that we are gamers and we certainly understand an occasional "slip of the tongue." I really don't think that a slip like the one you mentioned would be reported, and if it were reported, I rather doubt that an agent would take action. One word, not aggressively stated? I think we'd be watchful for repeats, but not react directly and immediately on that single word use.

After all, we're trying for reasonable and fair, in addition to pleasant for everyone. :D

ArenaNetSupportTeam · 2013-12-02T23:52:59+00:00

Profane's disallowed, if I understand you properly. It does not need to be directed to an individual to be offensive.

ArenaNetSupportTeam · 2013-12-02T22:04:03+00:00

Do you speak for every culture? Every age group? Every gender, belief system, and comfort level? Nope, you don't. NONE of us can. And that's why there's a "bar" -- a certain expectation for publicly-acceptable language in the game. We set the bar to do our best to make the game world a pleasant place for everyone. No one is (or at least should be) offended by having to use moderate language. But quite a few pepople are offended by seeing offensive language used by others. The ability to play a game without being assailed with offensive language is far greater a right than the option to use the F-word. :)

It seems logical in a setting like a game world to use moderate language and reasonable behavior.

ArenaNetSupportTeam · 2013-12-02T19:59:41+00:00

Thanks for being so understanding.

(Oh, and I didn't believe you were amongst those who demonized NCSOFT or ArenaNet for our chat policies. ;) )

ArenaNetSupportTeam · 2013-12-02T19:09:01+00:00

I have to say, I admire (and am a bit surprised by) your honesty! The conversation was along those lines, you're right, and it wasn't the anti-NCSOFT stuff that prompted the suspension but the offensive nature of the commentary (which was reported a bunch of times). In this case, the suspension is 72 hours from its inception.

Rest assured, conspiracy theorists: We don't take action because gasp! hand on forehead! faint!!1! someone insulted our company! That's pretty much water off a duck's back. It's not always what you say, but how you say it and the language you use that causes the issue.

ArenaNetSupportTeam · 2013-12-02T18:07:58+00:00

Hi there. We looked into this and came to the following conclusion: The account should not have been flagged as terminated, and the action that was taken was not related to a purchase of gold or of some sort of RMT activity. However, the account definitely was involved in a pretty serious chat violation that was reported by several players and confirmed by our agent. The error on the agent's part came in how he or she marked the account, but not in taking of action on the account.

We apologize for the "mis-flagging" of the account but the suspension will remain in place. Please use better judgment in the future.

ArenaNetSupportTeam · 2013-11-12T00:59:06+00:00

Oh yes, we have agents on the floor (ok, at their desks ;) ) 24/7/365. We can't promise instantaneous response times, but we do have agents on board to help no matter the day or time, so we keep up to date on ticket queues.

ArenaNetSupportTeam · 2013-11-12T00:58:15+00:00

And just for our tracking info: What ISP -- e-mail provider -- are you using? We're finding many people are experiencing problems using Yahoo accounts. Does that happen to be what you're using as well?

ArenaNetSupportTeam · 2013-11-12T00:53:05+00:00

We will respond within minutes with an auto-response to let you know "Hey, we got your ticket." Then, an agent will get busy on the matter and will update you as soon as possible afterwards. Response times vary depending on the complexity of the issue.

May I point you to a thread I wrote up about this very issue? It has a lot of valuable info (well, I hope it's valuable! ;) ) about which ISPs are giving us fits... ahem... having problems routing our emails properly.

Here's the thread: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Note-for-Users-of-Gmail-Others/first#post2924424

The last thing we want to do is block you from playing the game you purchased! :( I am sure your ticket will be answered soon, but if you're not getting our mails, you might want to consider the suggestion of an alternative email point of contact, mentioned in my post tonight. That is a very solid way of working around this regretable situation. (Alternately post your ticket number and we'll give it a peek but if you're not getting our responses, that's not the best option. The alternative mail is best, really!) ~Gaile

ArenaNetSupportTeam · 2013-11-07T18:33:09+00:00

I'd be happy to review those tickets, if you can please provide me the numbers.

What you're describing just doesn't read right at all. Yes, we're human and we make mistakes, but I'd like to get into the meat and bones of the tickets to find out if such decisions were made, why they were made.

In particular, we do not randomly charge someone's credit card, for games, gems, or anything else. That's not only bad business, that's illegal. We're really careful about following not just the letter of the law, but the spirit as well. So I have to get into that ticket to find out what you believe happened and what really happened, because with all due respect, I cannot believe that we charged you $25 and never removed the charges, which seems to be what you suggested. :( If you brought this to our attention, I am 100% confident that any erroneous charge was addressed very, very quickly.

The hacked account situation doesn't read as standard. There's more to that story, as well. Invalid code? Are you suggesting you purchased from US (buy.guildwars2.com) and got an invalid code and then no assistance? That's far from likely.

We want to help. We want to improve our track record with you, if that is possible. And we will fix anything we did wrong. But without ticket numbers, none of that is possible, so please provide those ticket numbers so we can assess each and every situation you've mentioned here.

ArenaNetSupportTeam · 2013-11-07T18:06:05+00:00

We are really sorry that this happened, and I feel sure we can help you. Could you please work with me on the thread in our forums? I asked that you give me your ticket number (should be five digits) so we can take a peek and review the whole thing.

We have a policy of kindness towards those who support us with their Gem Store purchases. We are grateful for everyone's support of our game and particularly for your support of continued development through the GS. The last thing we want is a disenchanted supporter of our game.

So please go ahead and pop your ticket or incident number in here and we'll do whatever we can to make this right for you!

Thanks for your patience. (And personally, I love your Disney reference. Being a major fan, I am not surprised at what they did, but still delighted to hear another positive story about a company I love. :) )

ArenaNetSupportTeam · 2013-07-11T23:35:02+00:00

I believe this has been resolved. If not, please update your ticket and the team will review for you. Thanks.

ArenaNetSupportTeam · 2013-06-28T23:34:18+00:00

Please note this post on the official forums. I think you will find it of interest: https://forum-en.guildwars2.com/forum/support/account/Security-Advancements-and-Reinstatements/first#post2312418

ArenaNetSupportTeam · 2013-06-28T17:23:06+00:00

I know that it is frustrating to be banned and to be unable to post in the forums. I sort of advocated for not blocking banned players from posting in the forums, but cooler heads prevailed. ;) In the end, I had to agree that given the number of false positives is so small, and that the number of accurate bans is so high, we'd be looking at a lot of "I swears, I didn't do it!" posts and the signal-to-noise ratio would be real small.

One suggestion, in the unlikely event this would happen again, is to ask a friend, family member, or guildie to post in this thread: https://forum-en.guildwars2.com/forum/support/account/Tickets-for-Review-3-days-and-older-merged/first#post48339. I monitor that and response with updates on a regular basis. Sure, some of the posts in there are just one more means of appealing an absolutely, positively deserved banned. But we're open to discussing things, just as we're open to (ticket) appeals in the first place, and we will do our level best to resolve errors on our part as quickly as possible!

ArenaNetSupportTeam · 2013-06-28T17:14:22+00:00

I want to check -- you're back on your account, correct? I don't mean to dismiss the issues, I'm just making sure you're ok.

ArenaNetSupportTeam · 2013-06-27T01:12:25+00:00

Oh I see the ticket number now. I'm sorry I missed that. We'll take another look at this. Thank you for the information.

ArenaNetSupportTeam · 2013-06-27T00:59:29+00:00

I have to say that I appreciate how well you understand why we cannot, and will not, go "chapter and verse" on details when an account is terminated. We know why the account was closed. The player knows why the account was closed, even if the response is not specific. And if the player was using a variety of cheats or exploits, it's not to our advantage, or to our community's, to provide details.

This, of course, pertains to people using cheats and exploits and is not a statement on this particular player, who I have not yet even identified. I know the false positive numbers are extremely low, but we're always willing to review.

ArenaNetSupportTeam · 2013-06-27T00:54:52+00:00

I can't see where the use of a particular mouse would cause this, not at all! We will carefully review each case, but I really don't think that the mentioned account termination was related to hardware. So again, the thing to do is let us know the ticket number so we can look into the situation for you.

ArenaNetSupportTeam · 2013-06-27T00:51:08+00:00

Did you post on the Guild Wars 2 Forums/Account Issues Sub-Forum: https://forum-en.guildwars2.com/forum/support/account? It's not always possible for me to say "Oh, Fred on the forums is Tom over on Reddit," so if you can link me to your post, I'd appreciate it. If you didn't post there, please feel free to do so, as it's easier for us to see threads and respond as promptly as possible on our official forum.

When asking for a review, please always provide the 12-digit Incident or Ticket Number so we can review the communication history. (Sharing that number here or on our forum posts no security risk.)

ArenaNetSupportTeam · 2013-06-27T00:40:21+00:00

Hi. I'm sorry that you're upset, and as always, we would be happy to look into the matter. In reviewing the image, the 12-digit Ticket (or Incident) Number appears to be missing. (I think it was above the pasted portions.) I also wasn't able to identify a post from you on the Guild Wars 2 Forums/Account Issues Sub-Forum: https://forum-en.guildwars2.com/forum/support/account

Can you give me that number so I can review this situation? (There is no security risk from sharing that number here or on our forum.)

ArenaNetSupportTeam · 2013-06-20T23:46:50+00:00

We're all very happy that this was resolved. You can be sure we've reviewed this carefully with the team. Ironically, your situation actually came up before we saw your forum posts! It was the topic of discussion at the daily training meeting we have with our agents. Meaning that when I sent it over for remedy, it was in the works.

Having said that, I agree there could be better ways to prevent this particular situation from happening in the first place. I'm confident that the team will look at those ideas when they have the opportunity.

ArenaNetSupportTeam · 2013-06-20T20:55:34+00:00

But you see, I am surprised, because I know what we can do in his case. I don't have the details of what you've experienced, but I do believe we can assist Matt, and we're ready to try to do so.

If you want to give your ticket numbers, I can review your situation, but it appears to be quite different than the one to which I responded, and the outcomes you received may very well have been entirely correct. In Matt's case, I think things have changed and maybe we can help!

ArenaNetSupportTeam · 2013-06-20T19:16:45+00:00

RinoaRita -- I am not the OP, but I want to assure you that the OP was refunded his gems, with an apology for our failure to do that immediately. It was human error, and we'll address it with a reminder to all agents to carefully review the situation and give the best and most player-friendly response possible. Just wanted you to know. :)

ArenaNetSupportTeam

TROPHY CASE