why ANET and NSOFT tech support rocks!

i emailed the support the other day and in about 5 minutes i had a response i couldnt belive how fast they were. its great how fast get back to you

Don't you just love automated responses. They have a ton of those messages.

Last night I kept getting disconnected on err07's. As it wasn't my connection (My TS was up & I could surf with no problems), I finally got tired of it and sent an in-game bug report letting them know what was going on. I had another err07 about 5 minutes later, but after that I played for 2 hours without another problem. - GJ guys!

Most emails are not automated, they are canned, with a pre-written response, but some one still has to read the e-mail and decide which is best.

It is always good to hear of the response times of the support team since I'm still waiting for them after 15+ emails to try to rectify a problem.
Keep up the errr "good" work..

They fixed the same situation for me - an account 'merger' - and I was quite pleased with the service. I'm inclined to agree.

Gotto agree.. the Anet support team know there stuff, and are really helpful. Thanks for employing people who know what they are talking about!

Umm, last I checked, the /bug command was disabled upon release of Guild Wars: Prophecies, and I am unaware of any new in-game reporting method - meaning your supposed report was never recieved.



Now, on to my experiances with the tech support. I have used it a few times, and this is my conclusion:

The following links are to several Foamy flash cartoon episodes. These do contain some profanity, and where intended for entertainment purposes. Do not take what is said seriously (although I see a strong connection between the cartoons and ArenaNet/NCSoft support).

http://www.friendsoffoamy.com/index.php?id=144
http://www.friendsoffoamy.com/index.php?id=310
http://www.friendsoffoamy.com/index.php?id=269


Needless to say, unless there is some big change soon, I am not going to be using their tech support anymore.

I fail to see where it "rocks".
The key issue was most likely smoething aNet saw coming, because there was a lot of confusion before and after the release of factions about merging keys/accounts.
So they simply prepared for a mass of users who'd get it wrong on the 1st attempt.
And I can't say that a service that one prepares for, and that still takes 1.5 days actually "rocks".
Sorry, no master-reward for this one.

I always found it best to meassure the quality of support not only by the time they take, but also by the exotic-nes of the problem.

See, any fool can e.g. reset a password or send you tons of FAQs and the like, but analyzing a specific and rare problem and coming up with a fast and qualified solution, that's something else, and as far as I had to be in contact with any hotline, this is usually where they fail big-time, and aNet is no exception to that rule.

The only problem I have encountered from Anet tech whas when my acct gor stolen/hacked whatever happend, but my friend gave me the account but now I can't get in touch with him for the key tied to it, and sadly without a key I'm screwed out of alot of crap

well last I heared they don't read the ingame bug reports anymore, so the issue probably resolved itself.

I've heard that too, and have wondered about it (I tend to doubt things I hear from forums until is see proof from official channels or personal experience.) I remeber when you sent a bug report that you'd get a message saying thanks for the bug report. It seems odd to me that you don't get an "unknown command" message when you type in /bug if they did away with it.

Either way, I was happy that the problem went away - LOL.

yeah every now an then that might happen but usually just kinkles out, one time I could surf an talk on vent but GW kept getting err 05? so what I did was reset my router

i sent in a problem 3 days ago and still havent gotten a response awesome

hmmmm. what started out as a "Thanks for the help, ANET" has turned into a "Why ANET sucks"
amazing how these things go, isnt it?

Yeah, strange how the freedom of speech can work in miraculous ways.
And strange that, where there is a lot of light, there's a lot of shadow.

A ticket expires in 72 hours, so you should update the ticket when the time is nearly up and they haven't replied.

Also check your junk mail box, a lot of people forget to check it there since Plaync mail might be mistaken as junk.

it just bothers me, that someone comes on th say a simple "thank you"
and people just start tearing them down. how many hundreds of threads about sukky tech support have there been? compared to like 2 good ones...

And I find it strange how people can wander off-topic....

Junk? Where would it get that idea? :P