Areanet support sucks

Areanet refuses to reply to any support issue I have ever had. I've had different problems, and the worst happened a week ago. I had two accounts, one with prophecies and one with factions [given to by friend]. I bought my own copy of factiions and went to add to to my prophecies account. I do everything right, log in... and factions isn't there.

I paid 50$ to lose a game? I use the key again. This is stupid!

I sent a support ticket 9 days ago, and still no reply. I made another yesterday morning, still no reply. This severely pisses me off and I'm left with two accounts, each with different copies of the game on it.

I just want to be able to have both games together =/

If you aren't getting at least the automated replies from the support site, then I would bet your ISP is blocking the email and sending it to your junk or questionable mail folder.

Once you find the automated emails, reply to them that it did not solve your problem. Rinse and repeat until you get live human contact, and plead your case.

I get the automated. I should get human contact the first try. Why can't they give me a frikkin phone number?

When I've asked them something they have atleast had a good response time (within 24 hours), although lately it's been more and more automated. A year ago I recieved a human answer at first try. I doubt you'll get phone support 'cause it's expensive and the GW community spans the world, so if they had phone support one place they'd need it in another 15 languages as well.

Send them another mail. When you get the automated reply with the message to update your question between a couple lines, put the same question in there and send them the same mail again, that should get their attention.

because of people like you for a start.

to answer your question.

the automated first response is to weed out the huge number of people that a simple autorespond will help so time needed for more serious problems is not wasted.

on the auto respond answer that this does not solve your problem

if you do not tell them that this did not solve your problem the ticket is closed (after all you would have responded if it did not solve the problem wouldnt you?)

start a new ticket as the others are now dead.

respond POLITELY to the auto respond first message with *this did not solve my problem* to get a tech who can help you.

You should check out my many logs with NCSoft support for Guild Wars, they respond fast, usually within an hour.

As long as message boards like this exist (no offense ) they will not offer any more support than they do. They get paid, the mb's do the work. Can't blame em I guess, they make a fortune and have little or no headaches. But GW/An is not alone, most online games do this. And no one calls them on it.

Their support has been incredible for me, with response times of less than 12 hours consistently.

If you're not getting any replies, they're either swamped with other people having problems, something on your end is blocking the emails, or something on their end is screwed up and blocks their own emails.

Just know that when they have everything sorted out and working they'll help you promptly.

Can only echo that ANet support has been great for me.

Sorry to disappoint you Valenth, but the support that ArenaNet gave to me was excellent and very much appreciated.

I'm confused, so you tried to load the key, it didn't work so you loaded it separately? You sure you typed the right key? (Just checking, I'm known for getting it wrong.)

I've always had good responses from Anet and timely.

maybe if you tried arenanet instead of areanet you'd get some more help

Whith me as well, the suppoort has ALWAYS been WONDERFULL...

On the 4 threads i opened, i got a human answer w/ 12hs EVERY TIME, and i always got my question solved in the end...

For the metter of effect, Arenanets support (PlayNc) is one of the few i can realy trust i am getting an answer back for me problems.

Later.

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)

Heres the deal, i used to play, have 2 accounts, 1 account i can use, the other i cant log on, so i go reset pw, no pw email, ok contact support, So i tryed to conact support through the email for the 2nd account, says Invalid account, ok so ill send a ticket and tells me i have to sign up, so i sign up with the email for the 2nd account and it tells me, Oh! you already have an account!

NC Soft really sucks somtimes, its telling me invalid account with my email address, so i go to create new, and it tells me thiers an account with my email address already, wtf?

well, I always get the responce within a day.
However if its tech support you are looking for..
they dont work on weekend=P

All of my support queries have been answered within a day or less, to have my problem solved. Anet has been great to me.

I find support to be hit and miss....sometimes its good and fast, other times I might have just asked the wall next to me....its answer would have been better and faster.

best to keep at them....keep replying ( in the correct space in the return email) again and again until they get to you.....may take awhile, but seems you are used to that already...........gggoooooooodluck!

Always been above expectations for me.

Well see thats where its confusing, is it really a-net support or is it play nc support?

Ive always gotten crap from play nc support ive played other games involving them and the response time.. well sometimes you dont get one...

seems the play ncsoft website screwed up as hell, heres what happens, i go to log in on the email address it tells me this:
The login ID and password combination you provided is invalid.

ok so i go to forgot password, it tells me this:
"Unable to Email Password
The user ID you supplied does not appear to be valid."

oook... so i go to register a new account and heres what i get:

"Account Creation Failed
The email address you provided is already in the database."

What on earth is the OP going on about?

Here is my list of queries starting from March last year:

1. Pre-salep/Pre-release queries - answered within 24 hours.
2. Installation problems - answered within 12 hours.
3. Sound problems - answered within 24 hours.
4. Freezing problems - answered within 48 hours.
5. Account creation problems (with my CE) - answered within 48 hours.
6. Sound problems (again) - answered and fixed within 48 hours.
7. CE problems (divine aura wasn't working) - fixed within 48 hours.

Not a single query or bug report I have sent has gone unaswered, the important part of the automated emails is to actually READ THEM. They TELL you what to do to get your problem looked at by the techies.

Sakora - that is unusual, since the username for support IS your email address. Please note that Play NC accounts ARE NOT support accounts.

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).

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.

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.

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.

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.

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.

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

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.

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).

Now remember that it's hard to get to that many players

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.

Fair enough

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.

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.

A.Net doesn't need extensive support becaouse their clients rarely need support.

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?

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

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.

All the support for NC-soft games are handeld through PlayNC, NC-softs support company

Anyone here have a favorite Tech Support? Mine is Donovan, he seems to reply the most, and is pretty fast at replying.