Emailing Support - Why are we doing it?

Yeah i've sent a support ticket, and an email across gww to Gaile Gray.

A friend i know in game has apparently had this happen, he contacted support to be told his IP wasn't on the ban list. Then apparently a few days later it all just started working again.

Had another friend login to my second and it works fine so i'm hoping nothings been banned.

Also spoke to a guildie who says my main hasn't been logged into so i dont think i've been hacked.

Edit: Resovled lol, restarted my router and i guess it gave me a different IP.

Think i'm on dynamic (right word?) ip and got one that anet's banned.

Still, way to give a player a scare.

The first paragraph does not sound too hopeful. You may become a victim of a lack of human resources. At least you have not been totally blown off and in my opinion have been given a fair shake. No matter what final ruling comes down to, they took the time to assist you on a personal level.

OT: Above is a perfect example of why you should email support, you never know until you try. I would have to disagree with the last sentence below:

TO BE CLEAR: If you are asking about your account being banned, no matter what you put in your original ticket, or what you send as replies to the first pair of automated responses, you will always get the same fourth response that you see here. Support is using automated responses to completely shut down ANY tickets about the bans, appeals or otherwise. Tickets are NOT being reviewed, and support is NOT being given.

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Eric, what happened to your last post with gailes reply???

they GM's of Ncsoft are a bunch of morons.
They cant do anything or they wont do anything.

We'd just like to clarify that every single ticket submitted to the Support Team is individually read and reviewed by a Support Team member. As an initial response, people who submit tickets are sent an automated response to let them know that their ticket was received. After that, each and every ticket is read and replied to individually. For more details on this process, please check the Support FAQ on the wiki

Thank you.

I'd like to clarify that every single ticket I submitted to the Support Team has not been individually read and reviewed by a Support Team member. Or in case it has, the system is not foolproof . For more details on this process, please PM me for e-mail conversations.

Thank you.

Hi Ms. Regina!

I have been pointed to guru forums for help regarding my situation... And I found your post here and I feel like I must say something:

About two days ago I tried to log in.

I am a player that has not touched this game for about 3 years (about after the time Nightfall came out). I tried to get my password back because I either forgot my password or it has been changed, but also I can not get my password to the email I used for the game because it has also had its password changed.

Rather than have this looked into, I had a message saying that my account has been permanently banned for third party programs. No one in support has told me if this is was recent or from three years ago.

I'm really confused!!! help!!

Sandra

Each incoming message has to be read at least once - since Anet support needs to know what it's all about at all. That's what Regina said.

Do not mistake that with:
-accepting the ticket's complaint as valid
-crafting an individual response as opposed to sending an automated one
-responding to repeated identical arguments

They may 'read' them, but they don't necessarily respond to them appropriately, which is all that matters.

For example, in May, a lot of people submitted a ticket along the lines of:

"hi, i've been banned, can i buy a new guild wars account and play?"

and they got the same response as someone saying:

"can you pretty please unban my account for blatantly botting?"

The person in the first case had to submit around 5 tickets before they were actually responded to in an appropriate manner. Which was, telling them they can buy a new account and play. But, before they even got there, they got replies such as, "no further discussion on the matter" or in layman terms: stfu.