Sharing a Bit about Support Actions

I think we've all see those threads that contain a comment about bad behavior in the game, and comments along the lines of "ArenaNet doesn't take action" or "NCsoft won't discipline accounts." So I wanted to share a bit about in-game moderation. I wanted to give you an illustration of how such statements are just not accurate and of how many team members are working, around the clock, to make sure the Guild Wars game world is a pleasant place to be.

This morning, I got an email with a screenshot that showed someone impersonating an NCsoft employee. I figured there was more to the case than that, and sure enough the email mentioned other issues of concern, like extreme player abuse, attempted scamming, etc. So I pulled the logs, and sure enough, there was a lot of really bad behavior in the half an hour surrounding the reported time and date:

• We had cursing.
• We had flaming with cursing.
• We had cursing in response to the flaming and cursing.
• We had racism, or comments about another culture that were demeaning and entirely inappropriate.
• We had attempted scams.
• We had impersonation of an NCsoft employee.
• We had a bunch of people who were so bad, it made me wince. And you could tell, from the logs, that a lot of players were very offended by what was going on (as they should be!).

At the same time that I was reviewing the screenshot and email, the Support Team was also checking out the matter. From our reviews, 11 accounts were actioned. That's right: In one district, in a period that spanned just half an hour, eleven (11!) people crossed the line and suffered the consequences with account blocks and, in one case, a very probable account ban.

Please know that we may not be everywhere, at any given time. But know that we are around, and we'll act if we see something bad going on. Know that we will take your reports seriously, for you can be our eyes and ears to the larger game world. And it is in all our best interests -- gamer, developer, publisher -- to make Guild Wars the best possible place to play.

So if you see bad behavior, send us a report. It's easy to remember: support.guildwars.com. It's a game world with people from all over the globe, and not all people are 100% nice and not all relationships are buttercups and rainbows. Sometimes there is a little warmth to an exchange. Sometimes someone slips and says something a little mean. Someone putting up a sales message in All Chat? That's not polite, but it's not actionable. Someone using a mildly offensive term? Well, personally I'd let it slide unless it was repeated. What I'm saying is that significant levels of abuse, swearing, antagonism, bad names, racism, and offensive sexual commentary should be reported.

Oh, I also need to say that action cannot always be taken instantly. A report submitted might take a while to research and process. Occasionally a report doesn't warrant action, and if that's the case, the player won't experience an account impact. If someone doesn't go "poof" because of administrative action, they could easily be blocked later, after the records are checked and the incident is confirmed.

Thanks for helping us out. With your help, we're on the case 24/7.

First off: THANK YOU! I am sure that many of us are not surprised at what you've written and are very grateful for the amount of time that you are all doubtless putting in. What do you mean, though, that you can't be everywhere at the same time?

As for the quote: I hope everyone keeps this in mind. These guys are working their behinds off for US. Yes, the company benefits but it takes a huge amount of effort to keep the game on its feet and to keep us happy (if that's possible!). Patience, in this case, really IS a virtue.

Thanks again, Gaile!

About time stupid 10yr olds gets whats coming to them, say bye bye to your $50, you ungreatgul radar drawers, and if there was anyway for me to help get rid of these people i would!

If people feel offended when others swear to them, why don't they just turn their chat filter to maximum? That's why its even there.. Also why do people even feel offended? They act like they've never swore before.

The chat is for EVERYONE's use, not just those of you who don't have a clue about the English language. Just because you and those that offend can't complete a sentence witho an explitive doesn't mean we have to put up with it. Profanity and rude/crude/immature behavior isn't what I paid my $70 for.

Uhhh...I don't just swear at people for no reason or say "Go that fking way". I swear to them if they do something stupid. Also if you don't like the swearing why don't you just filter it? "Wow, I don't like people swearing so i'll just put my filter as nothing..."

Action's taken because it's against the rules. It's really that simple. The rules themselves were made in the best interests of the majority of law-abiding players, who would like to go through the game with minimal hassle.

Support can only do so much, it's inevitable that someone with a ridiculous name or someone who offends even the most low of lowlives will pop up from time to time.

People need to remember, though, that the little check box that says "I agree" under the Agreement doesn't mean "I agree to play this game and break the rules." Once you sign that contract, you're putting yourself up for judgement against you if you infringe on any of the rules.

The best thing the community can do to support the team is to report the players and increase awareness among the community as to proper reaction to poor conduct, and what will come of it (or not come, if the offense isn't severe).

Wow, people actually read the agreements?!

They're supposed to.

Just because there's a chat filter, doesn't mean people can take advantage of it.

Thanks for the update, Gaile.

How many here have honestly read all of the agreements that come with your games? They all basically say the same things. And, as I do not plan to be extremely foul-mouthed, lewd, deceitful, or shady in the near future, I think I am safe

Well, you're not gonna be strung by your thumbs with your eyes nailed to the EULA. If you know what you are or aren't supposed to do more power to you--saves you a lot of time reading the same stuff over and over. My point was, the people who don't follow the rules need to read, and learn what they're not supposed to do before getting banned for it or complaining that the idea itself isn't fair.

Some people need a crusade. What else can I say.

But seriously, there are many, MANY more younger people playing this game who may not come from backgrounds where cursing is tolerated in the home, or experienced often. This game is a non-fee game, so naturally more people can get ahold of it and play it, namely younger people than say, a credit card requiring game.

My filter's on, but I still keep local chat off.

Why?

Because some people (read: many) who use such terms tend to think they're above the filter.

If they want to tell someone to ---- off, they'll tell them to g-r-i-s off. </gamefaq's>. Or Gr|$. or G R S I.

And then there's the cybering that's rarely, but still occasionally, going on in the competition arena waiting area. The hate speech, racial or otherwise. The violent threats.

These things don't belong in the game, and they're not permitted by the EULA either. There's no reason to excuse their behaviour at all.

We don't excuse 'em. We action 'em.

If you send a report from time to time, I guarantee we'll be happy to do our part to make the game world better.

I'd just like to personally say thanks to you and all the people at ANet and NCSoft that work hard on this game and the game world. Nothing will ever be all incense and peppermints, but your hard work is certainly appreciated by me, and many others in the community. As a teacher, I know how much a personal "thank you" can mean, especially when so many other people spout negatives. So thank you very much!

I do believe, that aNet is working very hard to improve gameplay and all, and that I'm thankful for.

On the other hand I sometimes feel left out when I get the usual "if you don't hear from us in 72 hours".

It makes me feel not take serious.
I would enjoy the one or the other: "Thanks to your report we baned account <account name>" from GW. Thanks for your help."

Believing that there's some entity doing good things for you is one thing.
Getting results or at least feedbacks from that entity is something else.

I also think that aNet would have to work less on that matter if users had more power to take care of abusive behavior themselves.

e.g. in a mission: someone using foul language, drawing offensive stuff on the minimap etc.:
Give that person a final warning and if it continues:
"good bye to you and good luck with the next team"
Kick.

I think EULA-abusers could learn over time and aNet would've to spend less time researching offenses like that.

Everybody wins.

Hi Gaile, that's good to hear.

I personally have one griefer experienced in UW that I'd want to report! What's the process of turning such people in?

Can't wait to see him banned. Win HoH.. us losers.. deliberately picked quest and wiped us, I'll see who's the loser

I have a question...
what about foreign languages? Right now i have people laugh in my face and keep on flaming me because they speak german or french and i guess turning them in won't do any good as you can't be translating all the time.
If the submitter translates it, there might be a chance he is making up fake versions as well. So how do you handle forein language reports?