Piss poor tech support

Ok I know this happened over Christmas and that it's my fault for not writing down the characters name.

With that said I just started playing GW GOTY edition and made my account and played for a hour or so. I went through the usual try a dozen variations of a character name cause all the others were taken and finally got one to be accepted. I did not see any special notice that the name needed to be used in future logins when I first started up.

I tried to log back in on the 24th and ran into the need to add characters name to get back in issue. I wrote a help request and waited ... several hours later I got a message that the first lvl guy couldn't help and he "bumped" it up to level 2. OK it's Christmas day by now so I wait....ok it's the 26th and Sat and I wait.....humm still nothing it's Sunday......ok it's Monday and I'm not happy!! I call the tech support line and leave a message then after a hour write another request for help. It's several hours laer and no call or help via web support.

Is this typical?

hmmm not really when i send something in usually get sent back in 24 hours ... they might think your a hacker xD

Not sure if you have similar bank holidays as we have over here in Britain. I doubt they would be working Christmas day, possibly boxing day and bank holiday Monday. That might be why you've had no response... Give it a few more days, I cant see why they would suspect of you being a hacker if you can provide them with a picture of the original keys used to create the account.

EDIT: I cant really say its typical behaviour of them, its always been pretty good when I've had any problems.

Hope its resolved soon

Well since it's a new account with like a hr or two on it I would have to be a poor one lol. I just need to vent a little and hope they get on the ball!!

A lot of people don't factor in other issues with support, too.

This feature is new, and you're not the only one who had this problem.

There are a lot of people filing support tickets because of this very same issue.

I can't imagine that the support team is staffed by too many people, and they have to go through these issues one by one.

Give it another day or so. They're probably swamped with dozens of issues (Character name related and otherwise), and they'll get to you.


I had my ticket fufilled within a couple days, but this was the day of the update.

ANet's Tech support is pretty bad, get used to it

A-Nets Tech support is pretty good. It'll be resolved. I wouldnt worry too much. I had an issue that took a week to resolve. They said in fact it was due to huge amounts of requests about the name log in.



Cronk


Hang Tough amigo

Thats odd.

Hmm I just had the same issue with two accts. I first emailed them on Christmas Eve. I woke up Christmas to find a reply. I thus replied to that with the needed information. When I got back home Christmas night, I had an email giving me my two character names...one per acct.

While it was not needed and not expected for them to get back to me on Christmas, I greatly appreciate that they did.

Support is good.

I have always had good experiences with The support for Guild Wars...I mean last time I sent something I sent it in late friday got an email from a human saying that it'd be dealt with on monday...woke up monday (albeit at 3pm...) and the whole thing was handled...However yes they are probably bogged down with issues...introducing something like this right before a bunch of people who rarely play get on for wintersday (notice the lag?)... and probably a bunch more people bitching about the lagg...


Edit: Remember the time they were giving away storage panes anyone?

Never once had a bad experience with support. Barring weekend submissions 24 hour response times are the MAX that I have experienced.

Support during a rather very extended holiday weekend very recently after a new addition that causes increased support requests is going to be a tad on the slow side. Couple with general event issues and it's a recipe for slow responses.

You are just going to have to have a little patience. There's a line. Take your number, have a seat, and wait to be assisted.

As many others above have said, it's probably because they think you're a hacker.

I quit for several months before this update and I still remembered a character. They probably think you're lying. I would just do my best to remember your character name.

Or, you can try the "-character" function. I'm not sure how that one works, but it might get you through.

You're not alone.

I sent in a support request on Dec 21. I still can't get in, and still haven't had a reply other than: I am escalating your ticket for further assistance, and someone will be in contact with you as soon as possible.

Sad thing is, I know my character name, and for whatever reason it still won't let me in.

This all brings up an interesting question. What happens if you set up an account and log in, but you don't create a character, (or maybe you create a character and delete it) and then you log out. Next time you log in, will it require you to put in a character name?

My bet goes with Hyperventilate - there are a lot of people contacting support. I'd also guess that this will be a continuing problem as people log in after being away for an extended time and forget their character names. Or it would be except my guess is they will remove this "feature" so that support can take a break.