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Terrible GW2 Customer Service Experience


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#1 IzHaN_GW2GuRu

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Posted 12 March 2013 - 08:52 AM

Well, its been almost 3 days now. After playing game since release, i been always an example to follow. Always reporting for botting, or gold sell spamming in every case did apply.

I been a fellow guild member. Always helping my mates, running dungeons, WvsW. I been a crafter also. Enjoyed the joys of the TP making some profit out of the stuff i've created.

A few days ago, i was advertising to sell some of my items in the general chat of Lion's Arch. When i talk about my items, i talk about the items i craft. Why that? Because:

1st) It's not illegal or punishable in any form as long as you don't scam anyone (which i would never do anyways it would be stupid they can report me)

2nd) It's not the first time i have done it that way and i never had a single issue with anyone

Well, the thing is that i think that some troll was around that place. I say this cause i've got someone to say in the General Chat with an ironic note... 'I bet i know who sends the materials first.' Which i quickly replied with a 'I do send the materials first'

Anyways.... Nothing else happened behind this point. I just kept doing my normal stuff. 10mins later, i keep advertising about my intention to trade out of the TP with the next line:

'Selling [Linked Item] Orders. 12silver/each unit (1silver/unit cheaper than the TP).

Right 30mins after that. I got insta locked and out of the game. Then this nice window tells me. I am a Gold Seller, and that i have been blocked for Real World Money??? The hell...

And since then, my hell did start... I just got an automated message like this to my ticket... ->


Quote

Response Erick via Email 03/11/2013 09:51 AM
Hello Juan,

This account was permanently closed because it was found to be associated to networks which sell in-game items for cash or other items with real world value. This action is against our User Agreement, where Section 7 states, "You may not sell or auction any Game accounts, characters, items, currency or copyrighted material for real-world money or items or services of any value, nor may you assist others in doing so."

For additional information, please visit the following links for the Rules of Conduct, the User Agreement, and the Conduct Breaches & Outcomes:
https://www.guildwar...les-of-conduct/
https://www.guildwar...user-agreement/
https://www.guildwar...aches-outcomes/

Regards,
Erick
NCsoft Account Admin Team

The Status of the ticket reads as Waiting (I replied to them and now it reads as Updated) without an answer yet.
So believe me. This game isn't near any perfect, and the custom support lacks from tact.... I don't know why they're taking so long to check on my account. It can't be that hard.... Really.... I hate the fact that the real criminals (aka bots, and goldsellers) are still in the game. Those i been reporting forever.
I am losing faith...

That my experience..

Edited by IzHaN_GW2GuRu, 12 March 2013 - 08:53 AM.


#2 Chillius

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Posted 12 March 2013 - 09:16 AM

OMG, That sucks big time!
Good luck getting this fixed.

Though isn't it strange of them to just close your account after some idiot troll reports you....
Don't they need to do some account investigation to gather proof to verify that what you are reported for is true?

#3 IzHaN_GW2GuRu

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Posted 12 March 2013 - 09:20 AM

Well, that's what i thought myself. Why the hell they would close my account without a warning or proof of what happened there?

It seems that they don't really investigate, or that they relly on some sort of patterns to determine someone is gold selling.

I was making quite a good ammount of money through the TP. I been purchasing lots of ingredients, then crafting and reselling back as food/consumables. I also been sending lately money to my guild leader via mail, since we've got a small guild, he needed gold in order to buy Influence so we could investigate into the new Guild Missions.

I've heard rumours of people getting banned for sending gold, or actually making a profit out of the TP. I am unsure of this, but i really hope this gets fixed soon. I just want to cry, i won't, but i feel so helpless, and desperate.

#4 Coren

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Posted 12 March 2013 - 09:52 AM

They don't lock you up for spamming sales out of TP, they lock you by looking at logs and checking your account history and proving that your account was used as an advertisement.

You can invent any story here to try and make us think ANet is even more tight than they already are.

#5 IzHaN_GW2GuRu

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Posted 12 March 2013 - 10:50 AM

View PostCoren, on 12 March 2013 - 09:52 AM, said:

They don't lock you up for spamming sales out of TP, they lock you by looking at logs and checking your account history and proving that your account was used as an advertisement.

You can invent any story here to try and make us think ANet is even more tight than they already are.

Dude you think i am going to every forum related to GW2 just to invent an story? I am a normal player from Baruch Bay server.
My guilds are assisting me in proofing my innocency. I am not the first person that has been wrongly banned.
In my logs they can see me trading my goodies in TP! Where the heck i am selling items for real money?
And on my logs also you idiot. Do you think i am going to be saling $$ in the GENERAL CHAT OF LION'S ARCH?
Read before posting bullshit.

Just because this shit didn't happen to you or any of your related doesn't means the system works fine right now. If you think that 100% of people that posts about how they got wrongful banned are thiefs or scammers, you really need to open your eyes.

It's a pain in the ass already that i am missing my laurels, my daily runs with my guildies, the WvsW. It's already a pain in the ass, that i've reported thousand of bots, that left unpunished and are still botting in my server and that i get this shit cause their BAN system its a big fail.

I don't even own a *ing legendary. I recently purchased all my bank slots, geared my alt with top exotics and ascendeds. I am on fractals 30+. I was saving money for the permanent contracts before i ever thought about getting a Legendary.

Well im getting overboard i am sorry, but your smartalk pissed me off. Not everyone its a liar or a thief or a scammer. I just needed to drop it somewhere, because they also locked the access to the forums to my account, and i have to have my guildies post in my name.

Edited by IzHaN_GW2GuRu, 12 March 2013 - 10:55 AM.


#6 Trei

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Posted 12 March 2013 - 11:29 AM

We don't have access to your logs.
We only have your side of the story.

What exactly do you expect us to do with it?



#7 Serris

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Posted 12 March 2013 - 11:44 AM

you probably got hacked and an admin got round to closing your account for that.

usually when users *think* they know why they got banned, it's not for that reason.

#8 IzHaN_GW2GuRu

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Posted 12 March 2013 - 11:46 AM

View PostTrei, on 12 March 2013 - 11:29 AM, said:

We don't have access to your logs.
We only have your side of the story.

What exactly do you expect us to do with it?

Like i said, just needed to drop it somewere because its fustrating not being able to tell all of this directly to one of the forum moderators from the official forums or any related to Arenanet if not i will get supercrazy. I am sharing my experience. If i had access to my logs i would love to share all of it with you or anyone who requested, but sadly, i am banned, and like i said... i was just playing my GW2 as a regular player would so i got no clue.

I've come to think about something else:

I been lately making lot of money through the TP. My strat was just buy low, sell high. The day i got banned i was purchasing 4000+ incandescent dusts, when i retrieved them. I just transformed them into Crystals t6 via the Mystic Forge then sold the final product (which was the Master Tuning Crystals) from the artificier.

I been sending golds to my guild leader to purchase influence. And i been buying gems in order to unlock more bag slots, bank slots and i still have like 700gem left i was saving up for some of the deals during March.

Thats all i can think about... really. I don't know what else to say here.

#9 Redhawk2007

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Posted 12 March 2013 - 01:02 PM

I sympathize, and have no reason to disbelieve you, so I don't understand why others feel the need to judge you for posting this here. Most likely you were hacked somewhere along the line, but it is possible they just screwed up your account based on nothing more than user complaints. Their customer service is notoriously hideous..

I would just keep on contacting them until they respond. If there is any way to contact them by phone that would be preferable.

#10 Darkobra

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Posted 12 March 2013 - 01:17 PM

Irony and sarcasm are two different things. It wasn't an ironic note.

#11 Sword Hammer Axe

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Posted 12 March 2013 - 01:28 PM

View PostIzHaN_GW2GuRu, on 12 March 2013 - 08:52 AM, said:

Well, its been almost 3 days now. After playing game since release, i been always an example to follow. Always reporting for botting, or gold sell spamming in every case did apply.

I been a fellow guild member. Always helping my mates, running dungeons, WvsW. I been a crafter also. Enjoyed the joys of the TP making some profit out of the stuff i've created.

Please... spare us these details... it's like watching the presidential elections of the US... just skip to the point.

View PostIzHaN_GW2GuRu, on 12 March 2013 - 08:52 AM, said:

A few days ago, i was advertising to sell some of my items in the general chat of Lion's Arch. When i talk about my items, i talk about the items i craft. Why that? Because:
...

2nd) It's not the first time i have done it that way and i never had a single issue with anyone

This is where their problem with you is. You're supposed to use the TP for these sorts of transactions. Whether you're a good guy or not doesn't really matter, seeing as you're using a form of trade outside of the developer's intentions and that is easy to scam with, whether or not you're actually a scammer. I don't know for sure if it's actually enough of a banishment reason though, as people are of course intended to be able to use the mail system for sending each other items. Whether it's enough of a reason you'll have to read through the terms of agreement, but most of us are too lazy to do so :P

Also, saying that you've done it countless times before and never had a problem is the same as saying that you've sold a ton of drugs and never had a problem. It doesn't matter whether you've had a problem if it's against the rules.

However, you have the right to know exactly what got you banned and the proof about it, including correct reference to their terms of agreement and rules of conduct and such. This is where they fail miserably. First of all, their reason for the ban has nothing to do with what you did, assuming you've told us everything, and secondly, this "section 7" they refer to has nothing to do with this... it's about privacy and data protection... I'd contact them with that, but remember that they also have a certain amount of time it takes for them to get to your appeal. It's a company. Not a courthouse.

#12 Butcher

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Posted 12 March 2013 - 01:35 PM

90% of the responses to your legitimate complaints that will be posted in this thread:

Something wrong with the game mechanics?
  • You're just bad at the game.
  • The design is flawless.
  • This game just isn't for you.
Something wrong with profession balance?
  • Learn to play your profession better.
  • Reroll.
  • Your build just sucks.
Something wrong with cash flow, the TP, or anything else related to the in-game economy?
  • Buy gems.
  • Grind.
  • You're just lazy and want everything automatically.
Something wrong with customer service?
  • Anet has some of the best customer service around, you're just picky.
  • You're a scammer who deserves to be treated bad.
  • If you weren't such a douche then ANet would be nice to you.

Please refer to this nifty list before you post a thread related to any of the above questions. Repost and add on to this list in other threads if you're tired of terrible fan boy responses.

#13 infisio

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Posted 12 March 2013 - 01:44 PM

Just curious - if you use the TP all the time, then why were you trying to sell outside of TP in this instance?  Just curious as to when you choose to use TP and then other times use chat.

#14 IzHaN_GW2GuRu

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Posted 12 March 2013 - 02:42 PM

Posted by Sword Hammer Axe

This is where their problem with you is. You're supposed to use the TP for these sorts of transactions. Whether you're a good guy or not doesn't really matter, seeing as you're using a form of trade outside of the developer's intentions and that is easy to scam with, whether or not you're actually a scammer.
================

Yeah well, its not illegal as long as you don't scam anyone. I've asked this already on the forums just to make sure it was allowed. They just stated that it was not recommended, as if any of the parts gets scammed, they can report the action as a scam, and they can put a warning/flag the offending player, but they won't ban him, and you won't get your item/gold back. Anyways in my case i've also stated i was sending the items first.

It's an issue with the sever i am in anyways. If i ever get my account back, i will prolly move from Baruch Bay. I am Spanish, but i am not proud of my country, neither of the Community we have. Too many trolls, and ignorant people.



View Postinfisio, on 12 March 2013 - 01:44 PM, said:

Just curious - if you use the TP all the time, then why were you trying to sell outside of TP in this instance?  Just curious as to when you choose to use TP and then other times use chat.

Well, that morning i decided that while the orders of Bowl[s] of Curry Butternut Squash Soup were selling at a pretty good rate with barely no competition. I just invested that morning on crafting Master Tuning Crystal

It was the first time i crafted those. I put about 50 on the TP and i saw they took a bit of time to sell (between 2-3 hours). I considered that was a very slow rate of selling, plus i had constant people putting prices 1c cheaper so it wasn't making it easier.

I don't know.. I guess i just felt in a rush to sell the crystals i had on me, and see if they were popular/good enough to invest my time on buying the ingredients to craft them in big bulks. So i went and tried to advertise that i was selling them cheaper than the TP (but don't get me wrong) i was getting the same profit because there isn't the 15% tax plus the buyer would get em for cheaper than the TP.

Anyways that day no one wanted/seemed interested, so like i said.. nothing happened during like 20-30mins... I kept checking the prices. Cancelling orders, and putting new ones, to keep buying mats for cheap (actually this other of the reasons i am wondering if the recognize as 'gold selling' pattern) because i happened to cancel and put up order in the 10-20g range values... Coupled with the few golds i been sending to my guild leader, and the gems i've been buying to buy all the bag slots for my engineer, would have make my account flagged.

I am still waiting until they give me an answer. If by tomorrow they don't answer me, i am entitled to post my reference on the forums (with the help of a guildie) to see if they can speed up the process... Ill keep this post updated.

Edited by IzHaN_GW2GuRu, 12 March 2013 - 02:45 PM.


#15 Coren

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Posted 12 March 2013 - 03:27 PM

View PostIzHaN_GW2GuRu, on 12 March 2013 - 02:42 PM, said:

Posted by Sword Hammer Axe

This is where their problem with you is. You're supposed to use the TP for these sorts of transactions. Whether you're a good guy or not doesn't really matter, seeing as you're using a form of trade outside of the developer's intentions and that is easy to scam with, whether or not you're actually a scammer.
================

Yeah well, its not illegal as long as you don't scam anyone. I've asked this already on the forums just to make sure it was allowed. They just stated that it was not recommended, as if any of the parts gets scammed, they can report the action as a scam, and they can put a warning/flag the offending player, but they won't ban him, and you won't get your item/gold back. Anyways in my case i've also stated i was sending the items first.

It's an issue with the sever i am in anyways. If i ever get my account back, i will prolly move from Baruch Bay. I am Spanish, but i am not proud of my country, neither of the Community we have. Too many trolls, and ignorant people.





Well, that morning i decided that while the orders of Bowl[s] of Curry Butternut Squash Soup were selling at a pretty good rate with barely no competition. I just invested that morning on crafting Master Tuning Crystal

It was the first time i crafted those. I put about 50 on the TP and i saw they took a bit of time to sell (between 2-3 hours). I considered that was a very slow rate of selling, plus i had constant people putting prices 1c cheaper so it wasn't making it easier.

I don't know.. I guess i just felt in a rush to sell the crystals i had on me, and see if they were popular/good enough to invest my time on buying the ingredients to craft them in big bulks. So i went and tried to advertise that i was selling them cheaper than the TP (but don't get me wrong) i was getting the same profit because there isn't the 15% tax plus the buyer would get em for cheaper than the TP.

Anyways that day no one wanted/seemed interested, so like i said.. nothing happened during like 20-30mins... I kept checking the prices. Cancelling orders, and putting new ones, to keep buying mats for cheap (actually this other of the reasons i am wondering if the recognize as 'gold selling' pattern) because i happened to cancel and put up order in the 10-20g range values... Coupled with the few golds i been sending to my guild leader, and the gems i've been buying to buy all the bag slots for my engineer, would have make my account flagged.

I am still waiting until they give me an answer. If by tomorrow they don't answer me, i am entitled to post my reference on the forums (with the help of a guildie) to see if they can speed up the process... Ill keep this post updated.

Well if you are blameless I hope you get it sorted soon, but what.exactly do you expect us to do about it? Keeping this thread updated would only make you feel better, not improve the situation.

#16 Lordkrall

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Posted 12 March 2013 - 03:50 PM

Quite simple really:
If you are innocent you will get the ban removed, if you are not then the ban will stay in place. Nothing we can do about it.

The only one that actually have all the real facts are ArenaNet after all.

#17 pumpkin pie

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Posted 12 March 2013 - 03:53 PM

Why are you sending gold to your guild leader? because that is the only thing suspicious about what you said. sorry. I am being honest.

How long have you been with the Guild? how many gold exactly did you send to your Guild Leader?

To be honest, i don't think it had anything to do with you advertising to sell outside of TP.

#18 Lordkrall

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Posted 12 March 2013 - 03:56 PM

View Postpumpkin pie, on 12 March 2013 - 03:53 PM, said:

Why are you sending gold to your guild leader?

Indeed, a rather good question, seeing as everyone can buy influence for the guild they are representing.

#19 leongrado

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Posted 12 March 2013 - 04:02 PM

From what I hear, Anet's support department is pretty derpy so I'll assume that you're innocent and just trying to vent. I find it hard to believe that Anet GM's could ban you within 30 minutes or even an hour of reporting. I mean I remember I reported the same bot at least 10 times and he was on for a good month before they got rid of him(or he just stopped playing). I doubt they actually fully viewed your case and just assumed you were selling gold which is completely wrong......Maybe this was their solution for the bots and gold sellers.

Perhaps the bigger issue is why the hell Anet is pretty much combating player to player trading. WHY? So they can rip money off from people with 15% TP transactions? So people will be more likely to buy gems? Major design flaw if you ask me.

#20 pumpkin pie

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Posted 12 March 2013 - 04:08 PM

there you have it, ArenaNet do not ban players within 30 minutes, that is why i don't think it has anything to do with this person's bypassing the TP.

#21 Azure Skye

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Posted 12 March 2013 - 04:46 PM

View PostIzHaN_GW2GuRu, on 12 March 2013 - 09:20 AM, said:

Well, that's what i thought myself. Why the hell they would close my account without a warning or proof of what happened there?

It seems that they don't really investigate, or that they relly on some sort of patterns to determine someone is gold selling.

I was making quite a good ammount of money through the TP. I been purchasing lots of ingredients, then crafting and reselling back as food/consumables. I also been sending lately money to my guild leader via mail, since we've got a small guild, he needed gold in order to buy Influence so we could investigate into the new Guild Missions.

I've heard rumours of people getting banned for sending gold, or actually making a profit out of the TP. I am unsure of this, but i really hope this gets fixed soon. I just want to cry, i won't, but i feel so helpless, and desperate.
I thought you can do that with repsenting the guild that you want influence by buying Guild Promoter in one of the big city by yourself, i've done it before! http://wiki.guildwar.../Guild_Promoter

View PostTrei, on 12 March 2013 - 11:29 AM, said:

We don't have access to your logs.
We only have your side of the story.

What exactly do you expect us to do with it?
i think this is what mod would say in this forum but we cant do anything but comment on it.

Edited by Azure Skye, 12 March 2013 - 04:47 PM.


#22 Kitanul

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Posted 12 March 2013 - 04:59 PM

I sympatize too, you probably got reported a while back, and you just happenned to be on the list that day. Just keep sending e-mail in good form and a couple of arguments, they will eventually check it out and investigate further and unban you, it might take 1-2 week or more.

I had the same experience(but different game, warhammer online) it took 3 day to get a reply and about a week to play again.

You probably can report anyone for gold selling and get them banned at some point. If they only check which network ur associated with.... its bullshit. anyone can be a gold spammer anywhere in the world, like if someone in ur city might got hacked and banned for gold selling....

be patient, keep sending e-mail and get someone real to answer you.

#23 Khalija

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Posted 12 March 2013 - 07:26 PM

Sorry for the issues you're having with your account, but unfortunately we can't do anything for you here. We can't really offer any advice other than to contact ArenaNet support, especially since we don't know the full story. Good luck.

Feel free to PM me if you have a question regarding moderation, want to leave some feedback, or just want to chat!





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