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ArenaNet LLC

Phone: (425) 247-2500 Fax: (425) 671-0589 3180 139th Ave SE Ste 500, Bellevue, WA 98005 http://www.arena.net View Additional Web Addresses


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Description

This company offers computer games such as Guild Wars, Guild Wars Factions, Guild Wars Nightfall, Guild Wars and Eye of the North.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for ArenaNet LLC include:

  • Failure to respond to 1 complaint(s) filed against business

Factors that raised the rating for ArenaNet LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

145 complaints closed with BBB in last 3 years | 26 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 13
Billing/Collection Issues 4
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 126
Total Closed Complaints 145

Additional Complaint Information

On August 15, 2013, BBB recognized a pattern of complaints from consumers regarding customer service issues and delivery issues. Consumers allege ArenaNet closes their accounts without reason or notice, and fails to provide assistance to consumers whose accounts are hacked. Consumers further allege they experience a delay in service, and products purchased from ArenaNet are not delivered.

Customer Reviews Summary Read customer reviews

1 Customer Review on ArenaNet LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: May 10, 2005 Business started: 03/16/2000 Business started locally: 03/16/2000 Business incorporated 03/16/2000 in WA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Corporation

Business Management
Mr. Michael O'Brien, President Ms. Gaile Gray, Support Liaison Mr. Randall Price, Vice President
Contact Information
Principal: Mr. Michael O'Brien, President
Business Category

Computer Software Publishers & Developers Video Games - Wholesale & Manufacturers

Alternate Business Names
ArenaNet ArenaNet Inc

Customer Review Rating plus BBB Rating Summary

ArenaNet LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    3180 139th Ave SE Ste 500

    Bellevue, WA 98005 (425) 247-2500

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/6/2015 Problems with Product/Service
7/6/2015 Problems with Product/Service
7/3/2015 Billing/Collection Issues
6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Guild Wars 2 account was banned July 2014, as for why the explanations I've received were either very vague("Illegal 3rd part program") or copy+pasted responses from previous emails I received from the company. It's rather unprofessional to receive the exact same copy+pasted response from two entirely different staff members from the same company. I pressed for more information several times and received the same or similar responses. Prior to ban I was a very active member that participated regularly in the game and was a regular customer that paid real cash for gem shop items. I'm not sure how I got flagged as a someone that used an illegal program. Honestly I would have gone to BBB sooner had I realized that there was a company I could reach out to get help from.

Desired Settlement: To have my digital Guild Wars 2 account fully restored to it's original state and accessible again. I do not desire any form of compensation for lost time, all I want is my account and my items if possible.

Business Response: I've reviewed the account history here and agree that the account should not be returned.  The account has two 3rd Party/Software infractions and the first was given leniency.  I can't disclose any more information on the findings but agree with the team's findings last July.

Consumer Response:  
Complaint: ********

I am rejecting this response because:That is complete nonsense, I have recived no 3rd party infractions prior to this. I've received a temp ban prior due to username semantics deemed as "inappropriate" however that does not qualify as 3rd party program usage. So that information is 100% false, I urge you to review the information.

Sincerely,

***** ***

Business Response: Apologies, you are correct.  The first suspension was for repeated use of the character 'Pornflakes' or variations of; which violates our ToS and our ESRB rating (Teen).  The most recent is the current violation which involves 3rd party software which can be many things but we are intentionally vague in order to protect our detection methods.  Regardless; the account was engaged in behavior while under the owner's control (i.e. not hacked) and will remain terminated.

Consumer Response:  
Complaint: ********
 
I am rejecting this response because: You're convinced I was using 3rd party programs and there's not alot I can do to persuade you otherwise(even if I disagree). However, even in that light why am I an exception to the typical leniency provided to over a  hundred other players whom resolved their cases through the BBB? I purchase gems with real cash like everyone else, and would very much like to continue to enjoy the living story as I'm intrigued by character development.
Sincerely,

***** ***

6/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi. At first my account was banned for Gold Selling and real world trading. Then about 30 minutes later my account has been terminated for "third party program and botting". Fortunately for me, I did no such thing. I have not botted on my main account with the character ***** O and I will never bot on this account. ArenaNet refuses to correct the mistaken ban and does not provide any solid evidence to the ban. Not only this, but I found in my spam folder a security message from ArenaNet. Someone from Germany had compromised my IP address. It is unfortunate that ArenaNet had sent spam, maybe I could have stopped the account from being misused by a hacker - But I had not logged on Guild Wars during the month of December. On December 10 or 11 "A log-in attempt from the following location is currently awaiting your authorization. Address: ************* City: Bremen Region: 03 Country: DE" It says waiting authorization, but the authorization is for ***, *** does not require authorization so the hacker just logs on *** with no problems at all. The only responses ANet seems capable of giving are "You are banned, you botted, we know you did it, but we don't have to prove it, there is nothing you can do about it". This is unacceptable behavior for a company to treat account that has had thousands of legitimate hours put into it.

Desired Settlement: Account Reinstatement

Business Response: Contact Name and Title: Guild Wars Support
None of Mr. ****** accounts will be reinstated. He has a long history of violating our policies, abusing our support staff, and attempting to circumvent our security measures. A summary:

From January 8th through 14th of this year, at least eleven accounts were accessed by Mr. ****. The one referenced in his complaint, which has the character ***** *, is registered to the email address
*******************. He also either owns or accesses many other accounts. Some of these are in his name, some are not. Regardless, the User Agreement for Guild Wars (available here: http://legal.guildwars.com/en/gw-user-agreement-en.pdf ) states in section 4(i) "Related Accounts" that:
"If NC Interactive terminates an Account, NC Interactive may terminate any other Accounts that share the same member name, phone number, email address, postal address, Internet Protocol address, or credit card number with the terminated Account."

The large number of accounts Mr. **** uses is consistent with behavior we have observed from him in the past involving multiple and egregious violations of our User Agreement. He has repeatedly third-party programs to manipulate the game in ways neither intended by the developers nor allowed under the rules.

Mr. **** has admitted in the past to violating our User Agreement. On October 17th of last year he wrote the following in a ticket to our Guild Wars Support team (ticket # ***** from the address *******************):

"Back years ago I used to use a bot to farm Luxon faction. I want to apologize for using this bot and allowing it to have a negative impact on the world of Guild Wars. I really am sorry that I ever used this bot. I promise I will never use a bot again."

After being told we would not overturn his ban, and in spite of his previous admission, Mr. **** later told one of our senior staff members:

"Hi GM *******.

Here's the thing, I don't give a **** what you or any of your ******* employees "think" they "concluded". You and your company is full of ****. There is zero proof that I broke any rules and zero proof that says someone else didn't. You have yet to provide that. So since you and your fellow GM **** ***** can't comprehend that with your thick inept skulls, we can proceed this the legal way. I have no problem having you ******* burn a few grand due to the fact you have absolutely no clue what the **** you are talking about.

You can respond with your legal contact here, ******.

*******regards,
****"

This is merely one example of many times Mr. **** has been excessively hostile when attempting to get his punishments overturned. Additionally, when he hasn't gotten what he wanted from a given agent, he's attempted to get a different answer by spamming our support systems with multiple tickets (even going so far as to submit a ticket in French).

To address Mr. ****** tangential points:

- Whether our emails are flagged as spam is determined by the email provider and the user's settings. If our emails are being flagged as spam for him, he should check his settings and contact his email provider for further assistance.
- Although Mr. **** keeps creating tickets, he should not expect to get responses from our Support department. We have informed him on multiple occasions that he will not get his accounts back. If he continues to attempt to circumvent our policies by opening new accounts, those accounts will be closed without further notice.
- Whether Mr. **** has used a "bot" on a given account is irrelevant. Given his history, we are confident that he is unable or unwilling to follow the rules, and therefore we are unwilling to keep giving him chances to break them. When he agreed to the User Agreement, Mr. **** agreed that penalties imposed on any one of his accounts could be imposed upon all of them, at our discretion.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
A long history of violating your policies? This is false. I wouldn't have to contact your support if you would do your job correctly in the first place. Your messages are in reference to a completely different account. I messages you tons of times because I know I did not bot on that account. You keep claiming I did when I did not. So I tried every method to get you to unban it. That includes sending a "fake" message that lied and admitted botting because I thought that might get you to unban it. So that message is a lie.

The only third party programs involved were texmod and multilaunch. Both of those are CLEARLY allowed by your company. Owning multiple guilds is not a crime.

You, however, completely ignored the point and proof that my account was compromised by someone in Germany. Something happened to my account and you are not disclosing it. In fact you are punishing me for it.

I do also find it odd that you would disclose such personal information without going through security measures to ensure that everything is secure here.

If you want to keep all the alternate accounts banned, that is fine, they were never mine to begin with. But my main was not involved with anything (that I am aware of or did personally) and I would like that one unbanned.

But "multiple and egregrious" is inaccurate. If you want this claim dropped simply unban the main account and leave the alternate accounts banned. I can settle for that.

Hopefully your next response is less hate filled and biased.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Hi! It looks like you have made a mistake in regards to which account you have restored. I went ahead and took a screenshot of the account that is supposed to be restored for proof. I will attach it to this response and I will also link a URL to an uploaded version.

Sincerely,

**** ****

Business Response: This account appears to have been restored - there is no block on the account and running an unblock confirms this.  Your screenshot is from May 2 and the unblock mentioned above was performed on 5/18.  Would you please verify that you have access to the account?

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company purposely defected their product as an april fools joke for 24 hours. I was not happy voiced my opinion with the same respect we were given which was none. They banned my account for voicing said opinion. I would like a refund for the purchase price of the game because I will not support a company that will treat me with this much disrespect.

Desired Settlement: I would like a refund of $60 for the purchase price of the game and my service for this game discontinued. Also an apology would be nice.

Business Response: No suspension or termination has ever been placed on this game account. The forum privileges tied to this account were temporarily suspended but are not part of the purchase price for access to the game client.  The forum access was suspended due to the hostile nature of the attached posting. 

Game content is changed often and at the discretion of ArenaNet.  As there is no subscription fee for Guild Wars 2 players are welcome to come and go without monetary impact and play (or not play) any content the desire.



Consumer Response:  
Complaint: ********

I am rejecting this response because: Game play was indeed interrupted do to this companies hostile attack on its customers, which they initiated. Many customers complained but the company seems to think they may do as they like. The company even stated that it was right and all the consumers that were complaining were wrong. Here is correspondence in which the company plainly refuses to apologize or make any attempt at fixing the problem with an unhappy customer. This is the response I was given to my tickets:

***** ****
Forum Communications Team Lead
(Guild Wars 2 Support)

Apr 2, 11:18

I've read the several tickets you submitted on this subject. As you can see, the April Fool's Day event lasted for 24 hours and it's now over.

We make no apologies for having fun with our players. We believed and continue to believe that folks expect fun and frivolity on April Fool's Day, and everything from ****** ** ****** ** ******* seem to agree.

Team members discussed the event before, during and after it took place. And while we did note the suggestionto implement an on/off toggle for Airplane Mode, it was not possible to do that in a brief 24-hour period.

So again, the event lasted just 24 hours and is now over. The forum post you made was given a careful review and it will remain in its deleted state because it was inflammatory and rude.

With this response, I am not inviting a revisit of your previous comments. In fact we will not respond to a rehash or further offensive comments about the subject. However, if you desire to have your account terminated, as you previously stated, please know that this is a process that cannot be reversed, but if that is your wish, please confirm in this e-mail and I will relay the entire thread to our Customer Support Team so that they can review your request.

Regards,

***** ****
Forum Communications Team Lead
Guild Wars 2 Support Team
Sincerely,

John Bloom

To which I replied:
***** ****
Forum Communications Team Lead
Guild Wars 2 Support Team
 
Depriving players of the right to play the game for any amount of time intentionally is not having fun with your players. It is very true that the game was quite unplayable for that 24 hour period and upset me and quite a few others a lot, IT WAS NOT JUST ME. I work brutal hours and out of the 200+ games I have to play, I chose to play your game on my time off and I could not! because the game was unplayable. It is a privilege this day and age to have a customer base that will spend money in your store and play your game.
 
Yes, it is also true that it is over though and I go back to work tomorrow having actually played your game 0% after I had planned to do so; not to mention wasting my time fighting to play a game I payed for because Arena net thought what they were doing was cute. I find the fact that you imposed such a thing on your players as also rude and inflammatory and I will not stand for it. The fact that you as a company will not come out and say "yeah we should have not probably have forced that on everybody and trolled our players" is really juvenile. I really don't care about what ******** ******* ** ****** has to say; I care that I was deprived a product for 24 hours for no good reason other than a holiday. Would you be mad if the electric company cut off your electric on your day off and say April fools? What if somebody hacked your game for every player and broke the game for them then told you guys they were having fun with the players? There were tons of other things you guys could have done, and it was poor planning and quite un-thought.
 
After reading your poor attempt at fixing a customer complaint I do wish for you to delete my account after you refund me $60 for the price of the game. I have also disputed charges I made last week in your gem store with my credit card. I also filed a complaint with the BBB. You guys chose how this went down and I will let many people know about this with reviews and such. You probably could have kept me as a customer all you had to do was say sorry or listen to the outcry on the forums and fix or turn off the issue. Think of the future sales you just lost? You said "We make no apologies for having fun with our players." That is your problem right there because it was not fun!
 
I could have forgiven a technical issue for a month like if your servers crashed or something, but an intentional attack on my game time is definitely not OK for any amount of time;I will also not support a game company that instigates such activities. This was also not fun and frivolous i'm still pretty mad.
 
I don't want any more contact from this company save my refund! You failed every way at customer courtesy as well even if I was a bit rude but when your ignored sometimes you have to be. You'll be hearing from the BBB about my refund cause I know you will not agree to it.
 
I hope you will be able to read this message without being offended.
 
Sincerely,
 Money you just lost     

Really all the company had to do was fix the problem when they had tons of complaints and or apologize to the community. This company blatantly does not care for its customer base because I have never been treated in such a way by a game developer. It is quite appalling and I'm done! So sure I could go back to playing guild wars 2.... but I don't want to and never will want to again. So I want a refund for as much as the interruption to service and my personal time as I do for the way I was treated by the company! As I also stated previously, I may have been rude in some of my messages but when your attacked by a company that made a commitment to you as customer; what are you supposed to do? Everything the company said was to draw attention to the negative remarks I made and not to the problem they caused. Furthermore I have consulted with a good many people about this issue and with all details revealed they all agree the company is in the wrong.

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company is forcing us to update our accounts to be able to use them but I been having a problem during the upgrade process. I called and left messages on their voice mail. I filed numerous support tickets. all without no response. I have over 200.00 invested in my Guildwars accounts.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a phone call from them and there help to resolve the issue they have in upgrading my account.

Business Response: Contact Name and Title: ArenaNet Customer Support
First of all, I have emailed Mr. ****** with links to reset the password on both of his accounts, so hopefully he will be able to get back into the game now.

Secondly, I have some good news - since Mr. ******** difficulties and the opening of this case, Guild Wars accounts have been removed from the NCSoft Account administration system. This means that he does not need to worry about the security questions, character names, or the trial account associated with his NCSoft account.

Guild Wars accounts are now managed solely through the Guild Wars 2 Account page (https://account.guildwars2.com/account). On this page Mr. ****** can log in to his accounts and reset his passwords. To link them to a Guild Wars 2 account, he should sign in to that page with the Guild Wars 2 account he wants to link. Then he can click "Upgrade or Link Accounts" on the left side and enter the email address and password for the Guild Wars 1 account he wants to link to it.

Regarding Mr. ******** problems getting in touch with Support, I can only address the issues that pertain to ArenaNet. NCSoft is its own company, and has their own support system. ArenaNet has received one request for assistance from Mr. ****** through our ticketing system. An agent replied and helped him with the problem he was having. Mr. ****** then raised some other issues with his NCSoft account, and another agent explained that he didn't need to use that account in order to link his Guild Wars and Guild Wars 2 accounts.

ArenaNet does not provide telephone support, so in the future if Mr. ****** needs assistance with his Guild Wars or Guild Wars 2 accounts, he should submit a ticket on our Support site (https://help.guildwars2.com/home). I hope that the password resets and advice on how to link account resolves Mr. Testers problems, but if not, he should feel free to get in touch with us that way.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I do not have a guild wars 2 account at all I have a playNC master account I am trying to migrate.

Business Response: As previously stated, we do not offer phone support. At this point, I'm unsure what Mr. ****** needs our help with. If he is still unable to log in to his account(s) I can continue to help with that, but he doesn't need to worry about migrating his PlayNC/NC Master account since this is no longer supported. If he's able to log in, and he doesn't want to link his Guild Wars account(s) to Guild Wars 2 account(s), there is nothing left for us to help him with.

Phishing emails do not come from us and we have no power to stop them.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I know you use to give phone support because I have emails with your representatives tell them thank you for calling. and glad they could help out. now that you have all guildwars account or support going through the guildwars 2 accouynt page I cannot get this resolved because I need to create a guild wars 2 account and I need a damn guildwars 2 serial number / cd key to create one I think it crappy That I have ovr 300.00 in my guildwars account and cannot do anything with them even log in to the game. you made us do the PlayNC Master accounts then you just dropped it like a hot potatoe and quit phone support so you can act like your trying to help what about answering the numorious online support tickets I submitted still no answer from them and all your doing id rehasing the same comments like your trying to help me. Believe me if I had the money I would be sueing your company in court for all the trouble you have given me. when all this could be settled with a 10 or 15 minute phone call.

5/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ok I wish I could post a pic here but ArenaNet lied about prices on there web site for Guild Wars 2. Someone in there shop but the game up for 3.75 on web site for at least 1/2 a day. Then they spent 2 days to say what they planed on doing to fix it. Well that 3.75 had a lot of people get it and now they want more money or just to give u money back. Which I think is bad bis and makes me think they will do this with any thing u or I buy from them. Last month it was on sell for 10 so how is a new person to the game know if they are lying about prices or if they are a real deal? If they sold it for 10. I don't see why they couldn't sell for 3.75 and just bit the bolt they did the add on there web site none of us maid them put it up for 3.75. I couldn't even find a number to call them on be for I got the game to ask if it was a mess up. I feel they miss lead people that day then turn around and ask for more money! Also the game has in game cash shop so I fell they will do the same thing in there to people. I just want them to be truthful about what they say they are selling and be truthful when it come to there adds about buy stuff off them. I would like it if they healed up what u paid for. In my friends email it sent a thing saying ty for buying the game from us but they didn't give some there codes for the game. When other got the code and game for 3.75 price so why do they get the option to give it to some but not others? If u read there forum there are people that got codes for 3.75 and some didn't for the 3.75 price. So I hope this helps people not make a bad choose with them and I hope this will help me with my rights as a consumer. I hope something can be done about this and make them back what they put up on there web page. Ever one got the game from there web site not from another 2nd hand site.

Desired Settlement: DesiredSettlementID: Replacement I would like to see people that got the game for 3.75 to get it not the money back. They messed up and could of taken down the web site at any time! Instead they keep taking orders and peoples money for at least2-6 hours. On top of that they should have a number to call not that I should have to about prices. Really they should have the right prices on the web site. Not make them up as they go or make me have to call 3 places to see if it real what a bunch of bs.

Business Response: The site was advertising the game client for $3.75 due to an error during maintenance with our payment handler.  No game keys were issued during this time (approximately four hours) and all users that were charged were refunded immediately.  As ArenaNet made the call to refund all users; we are unable to make the game available at this price on a one-time basis as we need to be fair to all who were impacted.

5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have sent them an email little more than a month ago regarding my accounts thru them and they have failed to return an email. then they decided to terminate more of my accounts for no apparent reason. they terminated 6 accounts i have thru them without providing proof that i breached contract witch i have not

Desired Settlement: im looking to have my accounts reinstated or proof that i breached contract

Business Response: One of the appeals was granted on 4/24/2015 and 4 more were approved today.  I was unable to find a 6th account but have responded to the player via ticket #******* seeking the login address for that account
.

The accounts were found to have used 3rd party software which is a violation of our ToS and EULA.  The appeal is being granted on a basis of leniency but should be noted that future incidents of botting/hacking will result in account termination with no consideration given to appeals.  Our decision for leniency is directly related to a decision to allow leniency to all Guild Wars players where botting or 3rd party software is in use within in specific date ranges that we have not publicly disclosed.

5/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I bought Gw2 on 02/17/2015 it said it Booster Bundle comes with Guild Wars 2 game Suit of Legacy Armor* Mithril Box* Use this Mithril Box to expand your inventory 10 Experience Boosters* it says it was $3.75 and I have 2 different prof of purchases to prove it, one from ******* and one from ArenaNet(guild Wars 2) but i did not receive a serial number however I received a order number on both receipts but I can not register. It says: Thank you for purchasing Guild Wars 2! IMPORTANT! Please take a moment to register your Guild Wars 2 account. REGISTER YOUR ACCOUNT Save this e-mail for reference.If you need assistance in the future, customer support will ask you for your serial code. Order number: *********** Order date: February 17, 2015 Booster Bundle $3.75 Subtotal: $3.75 Tax: $0.00 Total: $3.75 I bought it from the GW2 webpage and compared to the $59 dollar I CHOOSE THE $3.75 version that was called Booster bundle 24 hours later they cancelled my order and issue a statement. I went into there page to buy the $59 version but when I saw the price that was advertised for the other I figured I buy that one instead. I only bought one copy you can check with them I never had a account with them before, how was I to know the price was wrong and the name was wrong? They advertised booster bundle there were only 2 choices to buy. I have a picture of the advertising that took of the page and the forum where they announced the refund I also have my receipts. Thank you for looking into this matter. Can they do this?

Desired Settlement: All I want is for them to give to me what they sold me, then they decided to cancel. Which is the Booster bundle that comes with the game and the other 3 things.The serial key for the game, so i can register and play the game. I will give them back the money they returned.

Business Response: The Guild Wars 2 website was incorrectly listing the game client for $3.75 due to an error during maintenance with our payment handler.  No game keys were issued during this time (approximately four hours) and all users that were charged were refunded
immediately.  As ArenaNet made the call to refund all users; we are unable to make the game available at this price on a one-time basis as we need to be fair to all who were impacted.

5/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a copy of Arenanet's Guild Wars 2 computer game. It is an online game that requires an account for access. For added security, there is an option to add a mobile authenticator to your account. Unfortunately, I was forced to replace the phone with the authenticator installed on it. Without the authenticator generated passcode, I am unable to log into my Guild Wars 2 account and thereby unable to play the game. For the resolution of authenticator related issues, the Guild Wars 2 website advises you to create a ticket with their support team. There is no listed phone number, only a request form.I submitted a ticket on Friday March 6th (Ticket number *******) supplying all of the information requested (including the original serial code from when I purchased Guild Wars 2). I received an automated response from Arenanet's ticketing system saying that my request had been added to their queue. It has now been 5 days with no response. I have updated the ticket asking for a reply, but have not received one. The Guild Wars 2 website explicitly states not to submit multiple tickets as it will slow their support team's response.If the feedback on forums and websites related to Guild Wars 2 are any indication, there are individuals with similar issues who have been waiting for weeks and even months for any type of human response from Arenanet. I am filing this complaint because I seriously doubt their ability to reply to my request in a timely manner.

Desired Settlement: I would very simply like the mobile authenticator tied to my account to be unlinked so that I may log in, download the software, and play Guild Wars 2 (a software product that I paid $60 for access to). I understand this has been complicated by the fact that I no longer have access to the mobile authenticator tied to my account, but the personal information I provided, as well as the serial number of the product should be more than sufficient to prove that my claim is not being falsified.

Business Response: Mr. ********** authenticator was removed on March 12th (the day after he filed this complaint). I apologize profusely for the delay in service, and have granted his account 600 gems in compensation. Since he is now able to access his account, we consider this matter resolved, but if he has any further concerns he should let us know.

5/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased guild wars 2 on 1/14/2015, I installed it over night, and played it for the first time in my life on 1/15/2015. On 1/16/2015 my account was terminated because of "Unauthorized access." I received no e-mail that someone else had accessed my account or that my account was terminated. on 1/23/2015 my account was reconnected after they forced me to purchase a virus scan, scan my computer and change my e-mail passwords. On 1/26/2015 my account was banned again for "Real Money Trading". I sent them a request stating that my account had 10 gold, was not max level, never ran any dungeons, only did quests and World vs World PVP. Never traded with anyone, never bought anything from the trading post, and only did the "Quick sell" option at the trading post for 1-3 silver for items. I also only rarely said anything in the game and only partied with my real life friend. I was informed today that my account would not be reactivated and was given no response as to why. Additionally after the first ban, I asked for compensation that was denied because they said it was my fault. I proceeded to ask for 1 of 3 things for verification that it was my fault: The authorized person's IP address, the city/state where the person logged in from, or log in/log out times from their game logs. (They informed me their game logs show unauthorized access) I never received a reply to this request.

Desired Settlement: I want the details on why my account was terminated and wont be reconnected.

Business Response: This account was found to have signs of compromise (being hacked) and was terminated.  The decision to uphold the termination was due to the account being accessed by Real Money Traders during the time the player had access to the account.  This shows a breach in agreement where we ask players to take specific steps to secure the account; such as change of e-mail password and malware scanning. 

The account was unblocked on the 25th of April and a password reset has been sent to the registered e-mail today, April 28th.  The account has no wealth currently and thus ArenaNet has cleared the account for release.  ArenaNet will not consider future complaints regarding this account if account security isn't protected.  Given the multiple instances of bad access by foreign IPs it is strongly suggested that an authenticator be used to protect this account.

Consumer Response:  
Complaint: ********

I am rejecting this response because:after the first time being terminated I did put an authenticator on. This makes your reply invalid and makes me believe you are lying about everything. 

Sincerely,

*** ********

Business Response: Your account was unblocked on the 23rd.  You may use the account again; but I will stress that you need to reinstall your authenticator via your account administration page and I strongly suggest updating your game password and the password to your registered e-mail address.

GM Actions
=========

  Action: UserUnblocked
  ReasonCode: Generic
  Date: 04/23/2015 23:10 GMT
  GmUserId: [Redacted]
  Reason:


Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ********

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unable to get a response aside from auto reply to a service ticket (#*******) I submitted on 3/28/15 to regain account access for a Guild Wars 1 account. Forums are filled with threads from people who have also submitted customer service tickets regarding regaining account access. According to the threads there are numerous people who have been waiting 2 and 3 months, one states he has been waiting 4.

Desired Settlement: I wish to have account access assistance provided. I also would like an apology and an official statement from an official at Arenanet stating why customer service is so poor and what they are going to do to improve the quality and speed up processing of the back logged complaints. Or, if they are phasing or have phased out support, when that date was or will be.

Business Response: Support for Guild Wars Prohecies is very limited and typically has an SLA of 90-120 days.  I currently have 80% of the team working the newest tickets coming in with the remaining 20% working on the oldest tickets available.  I have escalated this request and access to the account is restored at this time.  ArenaNet CS has no current plans to further increase or decrease the service level for Guild Wars Prophecies.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, however, I still feel that a response time of 1-3 months is extremely poor and would hope that they can do better. 

Sincerely,

******* ****

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a new player to guild wars 2 and a close friend of mine has played and quit 2 separate times. He decided to come back and play it a 3rd time when our group of 7 broke up. 4 of us stayed together and were looking for a good game that we could all play. When my friend told us that he was back to gw2 and it was extremely fun to just be playing it casually, I reluctantly decided that I would join him in the game. On Wednesday, 1/14/2015 I purchased the game and installed it. On Thursday, 1/15/2015 I played it for the first time for probably close to 8 hours, while doing homework and watching netflix.. I got to about lv 14 or 15. On Friday, 1/16/2015 my account was terminated for botting or avoiding the anti afk program or something along those lines (Error 45). I was extremely upset when I found this out as it was a nice 3 day weekend with no homework, instead of playing this game that looked wonderful and which I had a great time playing up till my level, I had to submit a support ticket and figure out what happened. After submitting the ticket, I replied to it a few hours later, I still have no received a reply from support. I did however receive the auto-reply (Ticket: *******). Upon my investigation, I still do not know why my account was terminated but I have found that the length of a ticket shouldn't be more than 24 hours (https://forum-en.guildwars2.com/forum/support/support/Delayed-or-No-Ticket-Reply-Read-This) unless support is backlogged, but a reasonable understanding is that if it is backlogged, the company knows about it and will fix it, immediately. In addition, according to ArenaNet, the purpose of e-mail only support is because it's faster and more cost effective (http://www.guildwars2guru.com/arenanet-tracker/topic/249047-guildwars-2-live-support-or-phone-number/). While I agree it is more cost effective, I could have been on the phone with someone Friday and had my issue resolved. Lastly, I never received an e-mail that my account was terminated. I don't know if I was supposed to, but either way, I didn't.

Desired Settlement: I am seeking an account reactivation and compensation for my time and hardships. My friend was showing me how the gems or crystals (Not sure which they are called) in the game work, buying with real money or gold. In addition to my account being reactivated, I am seeking 1000 gem/crystal/things for each day my account was inaccessible, starting from Friday, 1/16/2015

3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: forum moderators from this company have issued an alarming number of infractions toward criticisms which rationally could not be considered a violation of their stated code of conduct. when approached about the issue, superficial remarks of the moderators being correct are issued.

Desired Settlement: as the Guild Wars 2 Forum is provided as part of the Guild Wars 2 game service, which is stated on their website, and made available to customers who purchased that particular game title; moderators should conduct themselves in a professional, non-biased, non-discriminatory manner.

Business Response: *** ******* history in our game or forum has included at least a dozen instances of offensive language and other unacceptable actions on his part. His first ticket to our Customer Support Team - in October of 2013 - stated the following: "why is staff elementalist such a phenomenal piece of **** -- i can troll like a champ on pretty much any other profession, but rolling an elementalist i just get ****** for being noticed" The language used in that ticket could be seen a representative of the problem as a whole: *** ***** uses offensive, denigrating, crude language against which our moderators are required to take action.

*** ******* most recent post involved insulting one player by calling him "infantile" and "obnoxious," and by calling out a second player for ridicule. This type of verbal abuse is against our Forum Code of Conduct: https://www.guildwars2.com/en/legal/forum-code-of-conduct/ and represents a level of interaction that we simply will not allow.

Participation in our private forums is a privilege, not a right. An individual does not "buy" a forum account when he or she acquires our game. For each known instance of abuse -- whether in the game or on our forum -- our moderators have and will continue to take the appropriate action.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
As revolting as my past comments may have been, I hardly see how it is relevant. The "infantile tantrum" remark was in regard to many pages of forum discussion between many other players. I personally found someone's proposed solution to said debate, which was for players to send that person their game rewards, distasteful and therefore stated a thread dedicated to it was "obnoxious." I certainly did not ridicule any person directly or somehow influence others to do so. Of course, an actually fair review of my posts would reveal I am not above directly apologizing to others. In any case, their response to the current complaint could be seen a representative of the problem as a whole: ArenaNet LLC seems to handle matters in a biased manner. As their forum is a privilege, it is their right to do so. Although I acknowledge the response I simply can not consider it satisfactory. Ultimately I am disappointed in their product, services, and more so the way they conduct themselves toward their player community. I feel sorry for anyone having to deal with them as it seems they would rather drag up tickets from more than a year ago and quote posts out of context than take an objective and professional approach with their customers.

Business Response: We really have nothing further to say in response to *** ******* assertions. *** ***** wrote in his appeal, "furthermore, that person's initial threadpost was completely repugnant.. excuse me for using words like infantile and obnoxious; i tend to communicate like an adult."

We have no bias against any forum member. We do not go looking for reasons to infract anyone,b ut instead react to reports by forum members about posts that require a professional assessment. *** ******* history cannot be refuted, especially when evidence of insulting behavior towards another member in present in his own recent posts and particularly when his appeal seems to be prolonged only as a form of continued abuse, in this case, abuse of our moderation team.

Whatever penalty was incurred has long expired and we have no intention of clearing the record of points that were given for good reason.

3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Near the beginning of december arenanet added the princess miniature item to the gem store. I was led to believe with information that I was told that it would not be available in game and that if I wanted it I would have to buy it with gems (the premium currency you buy with real money). Weeks later at the end of the wintersday festival in game when I finally achieved completion of the achievements for the festival I got the reward for it. To my dismay this reward was a choice of miniatures which included the pricess minitature. I contacted game support explaining the situation to them and requesting a refund of the gems used to buy it. Or a refund of the dollar value of the gems for that purchase so I could purchase the gems again. After several exchanges of emails between the lower tier representatives and their supervisor. The same response was given they would not do the refund because they rarely do refunds. I feel they did not take the time to fully understand the issue properly so that I could justly be given the refund as requested. Even though they took the time to respond I felt they were brushing me off because: who really cares it was only $4 and some change. But this only makes me feel like they are condoning steeling the money from me by not doing the right thing here and refunding the gems or money used to buy the gems. My response to the supervisor did not get read by the supervisor and a reply from the lower tier was made to me repeating simply sorry you don't like our reply but we can't fulfill the request. Which negated my reason for asking for the request to be escalated to someone who can do the refund. If I can't continue to communicate with the person with more authority or even the same person in general how can I expect to get anywhere with my refund request. If this were any other business that sells goods that I bought an item from and weeks later gave me that same item for free. And I was asking for a refund of the original purchase I would be given that refund. Because the item purchased here is virtual does not negate this responsibility established by businesses for decades if not longer. And I fail to see why this is an issue with them in this case. This should have been a none issue; and I should not be having to make this request through the BBB to get a refund; of the gems or the $4.38 portion of my purchase of gems that was used to buy the princess miniature. They should have simply done the refund in reply to my initial contact with them because that is the right thing to have done.

Desired Settlement: Either the 350 gems refunded back to my game account or $4.38 refunded back to my account used to purchase the gems.

Business Response: Contact Name and Title: Guild Wars 2 Support
As a one-time courtesy, I have added 350 gems to *** ********** account.

The reason our agents didn't grant his request in the first place is that this item was never advertised as exclusive to the gem store. In fact, this was the second year this item was offered as a reward for gameplay during the Wintersday event. The first time was in 2013 (see our release page at https://www.guildwars2.com/en/the-game/releases/december-10-2013/#new-gem-store-items, particularly the "Rewards" section which clearly states this item is an optional reward for completing an achievement). Our wiki also lists the three different ways this item can be obtained (http://wiki.guildwars2.com/wiki/Princess_Doll). I'm not sure who led *** ******** to believe that this was an exclusive item, but it was not represented as such in our official statements. In the event we mistakenly advertise an item as exclusive, we always give refunds with no questions asked. However, if players choose to obtain an item through the gem store rather than via other means, our policy is to refuse refunds.

In the future, I advise *** ******** to check the wiki or our official release pages for more information if he's not sure whether an item is exclusive, rather than relying on other sources.

2/26/2015 Advertising/Sales Issues
2/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested a password reset on my Guild Wars 1 account on January 1st, 2015 - I own all Guild Wars 1 releases, Prophecies, Factions, Nightfall and Eye of the North. I need this password in order to connect my GW1 and GW2 accounts as they are on different email addresses. The website did not recognize the access codes on the boxes I have purchased the game in 2005 and respectively 2006. I have sent an online request for assistance on Jan 1st 2015, providing all necessary information (including all necessary access keys). I did not receive any kind of response or request for more information. I have posted on the Guild Wars 2 forum as they state on the GW1 site that all assistance should be given in the GW2 site. Besides a comment made by a CSR that was addressing me like I was an unruly toddler, I did not receive any kind of CS support to reset my Guild Wars 1 account so I can access it and connect my two accounts.

Desired Settlement: A password reset so I can access my Guild Wars 1 account. I have spent several hundred dollars on their product and I get no Customer Service whatsoever and get treated like an unruly child for asking access to the product I purchased from them.

Business Response: Initial Business Response /* (1000, 5, 2015/02/02) */ Contact Name and Title: Guild Wars Support Ms. ******'s original issue may be resolved, as it looks like her original Guild Wars account is now linked to her Guild Wars 2 account. However, I would like to address some issues about the support she received as well as offer further assistance if it is still needed. I was only able to find one support request from Ms. ****** in our system - the password reset request she mentioned in our complaint. This request was answered on January 15th and a password reset link was sent to her at ********@yahoo.com. Here is a copy of the message our agent sent her, in addition to the password reset email: Hello *****, Thanks for contacting Guild Wars Support Team! We apologize for the delay in our response. I have reset your Guild Wars account password and an automatically generated e-mail containing a link has been sent to your ********@yahoo.com e-mail address. After clicking the link in the e-mail, you will be directed to the Guild Wars 2 Account Management page to enter your Guild Wars account name and set your new password. If you did not receive that e-mail, please check any spam/junk mail folders, as some e-mail services flag the auto-generated password e-mail as spam. Once you have reset your password, please use the following information to log in to your account: Guild Wars Account Name: ********@yahoo.com Character Name: ********** **** NOTE: You must input the character name in order to log into the game. Please enter that character name exactly as I've provided it above (with capitals and spacing). To update your Guild Wars password to something new, you will need to log into the Guild Wars 2 account site. Please log in using your current information at https://account.guildwars2.com/ and follow the steps below: 1. Click on the "Edit Profile" link on the left-hand side of the page. 2. Under "Change Password," enter the current password, and then enter a new password ** the New Password and Confirm Password fields. Please use a unique password, one that you do not use anywhere else. 3. Click "Save Changes" to complete the password change. In order to link your accounts follow the steps below: 1. Go to https://register.guildwars2.com/ 2. Click on Link Account 3. On Step One filled the field with the new Guild Wars 2 Serial code 4. On "Linking your Guild Wars account" fields fill it with the Original Guild Wars account credentials If you already registered your Guild Wars 2 Account with a different Email Address please follow the steps below: 1. Head to https://account.guildwars2.com/login and login to your account. 2. Click on "Upgrade or Link Accounts." 3. Enter the name of the original Guild Wars account you wish to link with your Guild Wars 2 account. 4. Enter your Guild Wars account's Password. 5. Click "Link Account." Please let us know if you have any other questions! Regards, GM ***** Guild Wars 2 Support Team http://support.guildwars2.com/ This is a standard message sent to customers who need help with their passwords and account linking (with an additional apology for the amount of time it took for us to get back to her). Our response time for Guild Wars support requests has been slow lately due to increased volume in both Guild Wars and Guild Wars 2 ticket volume. We regret that this has resulted in such slow response times for our Guild Wars customers, and are working to find ways to address the problem. As to the tone of the response, I do not find anything objectionable. However, after digging deeper through this case, I discovered that Ms. ****** has had some disagreements with our Forums staff in the past, and I suspect that the "CSR" she refers to in her complaint may actually have been a Forums moderator rather than a Customer Support agent. Forums and Customer Support are separate departments. If Ms. ****** would like, I would be happy to investigate any problems she has had with members of either team, but I will need to know more information. Specifically, I would need the name(s) of the person(s), the date of the conversation, and whether it took place via the Forums or a Support ticket. Finally, if Ms. ****** still needs any help with her accounts, I would be happy to assist her in making sure she's able to access and link them.

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: It's now been two weeks since I've tried to get my account email and password reactivated so that I could play the games that I bought from this company. The support for the original Guild Wars game is severely lacking and the only way in which an individual can get some additional help is they are required to buy Guild Wars 2 in order to be able to log onto the forums page. It's a shame to spend over $200 to purchase all of the contents of a game and then not be able to play it later on.

Desired Settlement: I just want to be able to play the game that I bought with my son. He also has a copy of the game and is also currently locked out of his account because no one will response to his requests.

Business Response: Initial Business Response /* (1000, 5, 2014/11/06) */ Contact Name and Title: Guild Wars Support Mr. ****** first contacted the Guild Wars Support team on October 18 by submitting a ticket through the support page for that game (https://support.guildwars.com/home). The same day, he opened a second ticket for the same issue. On October 24, he created a third ticket, and a fourth on October 27. Creating multiple tickets actually increase the time needed for our Support team to respond, because they must address each ticket separately, merging and noting them within our ticketing system. For this reason we ask that players not create duplicate tickets. Our agent replied to Mr. ******'s original ticket on October 27. Nine days is a longer wait time than we consider acceptable, and I agree with Mr. ****** that our support was lacking in this sense. We are in the middle of a period of high ticket volume, and are continuing to add more agents to handle this increased load. Our agent's initial response asked Mr. ****** to provide certain information to verify his identity of the owner of the account in question. Mr. ****** provided that information, and the same day our agent notified him that the date of birth he provided did not match the information associated with the account. Because the rest of the information Mr. ****** provided was correct, our agent offered to help him work around the built-in restrictions of our password ***** functionality (which requires a correct date of birth to reset the account's password). Mr. ****** never replied to this message from the agent. Mr. ******'s assertion that the only way to get Guild Wars support is to buy Guild Wars 2 is incorrect. While I regret the delay in the service we provided, our agent did her best to ensure Mr. ****** would be able to access his account, in spite of not being able to provide the correct date of birth. If Mr. ****** is unwilling to follow the directions of our agent, there is nothing we can do to help him. If Mr. ****** still wishes to reset his password, I would be happy to help him do so. I have sent an email that should allow him to do this (the agent who responded to his ticket was unable to do this, but our policies have since been changed to allow them to do so). As for Mr. ******'s son's account, I will need to know the email address associated with that account to provide any information as to its status or support history. Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received a message from an agent about the date of birth issue but have been able to now access the game since this original complaint was filed. In regards to my sons account - ***********@rushmore.com - a request was sent out on the 27th of October (case #XXXXX) and on the 29th Guild Wars Support sent out a message saying that they would get to the ticket when they could - 12 days ago now. When we submitted this ticket I gave all the information to the Guild Wars Support regarding the CD keys that we have. No one has yet replied to this email. Final Business Response /* (4000, 12, 2014/12/12) */ I am not sure why Mr. ****** didn't receive our agent's reply concerning his options to work around the birth date problem (send on 10/27 at 5:32 PM on ticket #XXXXX). Our records indicate it was reported as successfully delivered by his email provider. At any rate, I am glad he is able to access his account now. As for his son's account, it appears the problems were resolved in another ticket (#XXXXX). An agent reset the password for that account on November 13, and our records show that the account was successfully accessed on November 22. If Mr. ******'s son continues to have trouble accessing his account, we would be happy to send another password reset. Our ticket backlog has been reduced at this time, but wait times are still over 24 hours, so if he would like to reply here instead of submitting a new ticket that would be fine.

12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I currently have an account block due to inappropriate language or behavior. I accept this and regret that I had probably said things I should not have. I submitted a ticket on Friday regarding this to see about getting the block lifted and or finding out how long the block would be for. This is the second time I have opened a ticket and it has taken 3 days or longer to hear back from support. I am disgusted and frankly tired of the lackluster support of this game. The game in question is Guild Wars 2 which is a game developed by NCSoft and Arena Net. Product_Or_Service: Guild Wars 2 Digital Deluxe Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like this block lifted as the company has failed to provide accurate information pertaining to the time limit of the said block, as well as failing to get back to my support tickets in a timely manner. I have submitted the initial ticket and upon not receiving support replied to the ticket upon not hearing back further I opened yet another ticket and have no heard back. Ticket #XXXXXX and the other is #XXXXXX. As stated the desired outcome is access to my account again and an apology for the countless failures in regards to the lack of customer support.

Business Response: Initial Business Response /* (1000, 10, 2014/11/26) */ Contact Name and Title: ArenaNet Customer Support Please see my response to Mr. *******' previous complaint (BBB CASE#: XXXXXXXX) for an explanation of the problems we experienced regarding messaging errors and long ticket turn-around times in October. Those problems have since been resolved. Mr. *******' most recent suspension was on 10/31/2014 and lasted for 72 hours. The ticket he submitted soon after the suspension indicated he was aware of the reason for his suspension, and asked that we lift it early on "account of my sincerest apology and assurance that this will not happen again." In spite of his previous assurances, he continued to violate our language policy after the suspension on the 31st, as recently as yesterday. Mr. ******* runs the risk of account termination (as described in our "Conduct Breaches and Outcomes" document https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/) if this behavior continues: Persistent offenses or severe abuse of the Rules of Conduct or the User Agreement will result in permanent account terminations. Players who accrue a number of account marks will note that each mark results in a lengthier account suspension. This escalating system serves as a warning to the player that his/her behavior may be putting the account at risk of termination. Further, if he persists in submitting multiple tickets to our Support department to ask for leniency or to complain about the language of other players (even after being asked by our agents to use in-game reporting tools and failing to follow our policy himself), he runs the risk of having his ability to create tickets suspended. Not only does creating duplicate tickets slow down our response time for his issues, it also makes other customers wait longer as our agents handle the extraneous workload. We consider this matter closed and expect Mr. ******* to abide by our policies in the future. Failure to do so will result in account termination.

12/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company will issues the users infractions for posting legitimate complaints on their Support Forums and then delete the complaint you made so that the public can not see the issue you had. The support forums are there for support, not to punish the people who bring you problems or concerns. Your post in in-Game Reporting... was infracted by a moderator: Ok, I don't mean to come off as a ranter. But it's very frustrating to me how the Guild Wars 2 community just does whatever they want without fear of answering for the violations of the Terms of Service. in TPvP and SPvP there are people running around with Auto-Dodge Bots which I assume function in a manner like the infamous Guild Wars 1 DLL Injected interrupt bots. This is easy to notice with situation awareness. Watching people consistently evade 1/4 second cast time skills. This form of match manipulation has been left unchecked for more than a year now. https://forum-en.guildwars2.com/forum/game/gw2/Auto-Dodge-Bot-OUT-OF-CONTROL/first#postXXXXXXX In addition people using Macros for optimal skill rotations, particularly on the Elementalist class. 1 keystroke can be really powerful burst with Zerker D/D or even S/D, really consistent smooth burst as seen here. This has been unchecked since the launch of the game! ******************************************* Not to mention the people who troll with obscene statements like literally saying ******** ****** ***** ****** ******* (Yes, that's from **** **** ****** just in open map chat. This is a daily part of life in Guild Wars 2 PvP, hearing stuff like that every time I log in. What is the purpose of reporting these things in game when NOTHING ever happens as a result? I understand that you have a process that you want people to follow, and I can respect that, however after 2 years of dealing with the same stuff day in and day out on this game, all I'm left wondering is why don't I go set up a macro and run a burst Ele in TPvP or download that Auto-Dodge Bot to make sure that a Warrior never hits me with Earth Shaker, Backbreaker or any other CC Skill that's ideal to evade? In Guild Wars 1 you allowed people to go crazy doing whatever they wanted until it became so over baring that so many people quit playing the game as a result, then one day you just Perma-Banned 7,000 accounts over night. I am simply a gamer who has invested a lot of money, time and effort into playing the Guild Wars games, I just want them to be maintained properly and with care. Moderator Note: You have recieved 1 Infraction Point. Infraction points may cause loss of privileges, including forum suspension. The topic was moved. This is an automated message generated by an infraction given by a human moderator. If you believe you have received this infraction in error or wish to make an appeal, please send an e-mail to ******@arena.net.

Desired Settlement: I want any and all infractions that have been issued against my account as a result of me making a complaint about in game features on their support to be removed.

Business Response: Initial Business Response /* (1000, 5, 2014/11/12) */ Our forum ruleswhich each forum member accepts before s/he can make a single postclearly explain that our forum guests are not allowed to "name and shame" by calling out people with whom they have a disagreement. With the comment, "Yes, that's from **** **** ******* Mr. ******* has done precisely that. Mr ******* further engages in negative and inflammatory accusations about our company, our game, our forum policies and processes, and more. The Forum Code of Conduct is here: https://www.guildwars2.com/en/legal/forum-code-of-conduct/ We will not be removing an earned infraction, and Mr. ******* is cautioned that further excesses of the nature of the one that he quoted will result in further suspension of his forum privileges. Being a member of our forums is indeed a privilege and not a right, and Mr. ******* needs to abide by the rules in order to retain his privileges. Initial Consumer Rebuttal /* (3000, 7, 2014/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received approx eleven infractions as a result of posting concerns of the exploitation of content in Guild Wars 2 game, in only one of those incidents did I specifically name any individual. The said individual has been reported countless times in game and has never been punished for violating Arena Net's Terms of Service, specifically the first one listed here: https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/ "While playing Guild Wars 2, you must respect the rights of others and their rights to play and enjoy the Game. To this end, you may not defraud, harass, threaten, embarrass or cause distress and/or unwanted attention to other players. This includes posting insulting, offensive, or abusive comments about players, repeatedly sending unwanted messages, reporting players maliciously, attacking a player based on race, sexual orientation, religion, heritage, etc. Hate speech is not tolerated." Several players in game has reported the said player for hate speech and obscene comments including those sent through private messages and the in game mail system. I myself have reported this person nearly everyday for over a month! Please tell me if there is never a resolve by way of the in game reporting feature, then what should I do? Continue to use the feature which is not working and produces no results? Again, out of eleven forum posts I have only mentioned the in game name of a player one time and one time only. While I concede this is an error on my part, it does not justify the other ten infractions for expressing concerns regarding in game exploits and manipulations. When I bring a problem or concern to the Arena Net forums I do so with respect, I have not nor will I engage in inflammatory accusations about the Arena Net company. Addressing my personal concerns with the compromised integrity of the software I purchased is not a punishable offense nor should I be at risk for losing my privileges for using that software because I publicly address my concerns on the "Support Forums". It is my belief, and one that I have not posted in game or on the Arena Net forums, that this is Arena Net's attempt to issue a "Gag Order" for their gamers. You do not want the exploits of your game to be seen by the public for fear that it will reduce sales of the Guild Wars 2 game. From a business point of view I can understand this, however when exploits are left unchecked for so long your customers will start to express concern, this is all that I have done, my intention is not to attack or tarnish the reputation of Arena Net LLC as a company. I have a concern! I respect your Company and enjoy your products, and I would like to know that as a valued customer I am able to bring my concerns to you and will be able expect more than an infraction or punishment for having the audacity to do so. If naming an individual is subject to an infraction, then I will except the one infraction. Unless you can provide me legitimate reason(s) as to why I deserve the other infractions on my account then I would respectfully ask again, that these other infractions be removed from my account history. Final Business Response /* (4000, 9, 2014/11/26) */ What I am seeing on Mr. *******' account history does not support his comments. First, he has five disciplinary actions on his forum account, not eleven. Secondly, he is not posting to assist our company in recognizing or dealing with genuine game issues, and he certainly is not posting, as he claims "with respect." I believe these examples of this guest's comments on our hosted forums make our position abundantly clear: ******* you Anet, you guys are the biggest cry babies..." "What really AMAZES me about you guys is that you NEVER try to fix **** that the players are unhappy about." "Seriously, I am considering walking away from not only Guild Wars 2, but ANY game with an NC Soft / Arena Net name attached to it. You're company not only lacks the ability to put proper security protocols in place but I also question the company's integrity to do something about it. You're servers are not secure and they are a breeding ground for unwanted soliciting." Note: This comment is entirely inaccurate, and the advertising to which Mr. ******* objects is NOT a result of security issues or breaches. "****************************************************************!" Clearly, this is not acceptable commentary and each post was removed as per the Forum Code of Conduct: https://www.guildwars2.com/en/legal/forum-code-of-conduct/ Once again, we decline to remove any of the infractions on Mr. *******' account.

11/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A few times over the last few months I attempted to access my account but was unsuccessful. Almost a week ago I requested support from Arenanet with regaining access to my account. During that time they have only replied twice to give me run-around and done nothing to assist me in regaining access to their product that I have spent money on. I thoroughly enjoy their product, but their customer support is abysmal. I have had problems with them in the past as well and this time I was tired of waiting so I decided to report it.

Desired Settlement: I am seeking immediate and active assistance with regaining access to my account as well as compensation for my frustration and lost time.

Business Response: Initial Business Response /* (1000, 6, 2014/09/30) */ Mr. ******'s account access was restored by one of our agents on September 28, 2014, and Mr. ****** successfully logged in to the game on September 29. As we have heard nothing further from him at this time, we are considering the situation resolved. However, I would like to provide the timeline for this ticket to explain what happened, and hopefully to help Mr. ****** obtain more timely service should he have any further difficulties in the future. Mr. ****** states in his complaint that he's had trouble accessing his account for "a few months," but he first notified us of his difficulties accessing his account on September 21. Based on the language used in the ticket he submitted at that time, he was already (understandably) quite frustrated by his inability to access his account. We encourage all of our customers to contact Support if they experience any problems accessing their accounts to avoid this frustration, and to minimize damage to the account. This advice is found both in our official forums (https://forum-en.guildwars2.com/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#postXXXXXX) and our Support site (https://help.guildwars2.com/entries/XXXXXXXX-Trouble-Logging-In). Six minutes after Mr. ****** submitted his ticket with our Support department, one of our agents replied to let him know we were investigating the issue. Account compromises require thorough investigation (including verifying the contacting party's identity, restoring the account to its pre-compromise state, and ensuring appropriate steps are taken to avoid compromise in the future). Because of the amount of work involved in restoring a compromised account, this type of request often takes multiple days to process. On September 22, Mr. ****** opened a second ticket, expressing his dissatisfaction with our Support Team. On September 23, he created a third ticket. Creating multiple tickets actually increase the time needed for our Support team to respond, because they must address each ticket separately, merging and noting them within our ticketing system. For this reason we ask that players not create duplicate tickets (this advice is found in our official forums here: https://forum-en.guildwars2.com/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#postXXXXXX). On September 24, Mr. ****** updated his original ticket and the same day, an agent replied to him with the steps we needed him to take to ensure his account would be secure in the future. Mr. ****** replied that he had followed the steps, and three days later, on September 27, access was re-enabled and his account was fully restored, that is, the lost items and other negative consequences were completely erased. The final resolution of this case took longer than we would have liked. However, due to the complexity of account compromise cases, Mr. ******'s ticket falls within the normal turn-around time for problems of this type. We are glad Mr. ****** now has access to his account, and hope that if he has any trouble in the future, he will let us know as soon as it happens. We consider this matter resolved.

10/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account was blocked with no notice nor regard for letting me know that this had happened or a time frame of how long. Upon attempting to log in for the first time this evening I was greeted with a login screen stating my account had been blocked for unacceptable behavior, and that I had to try again when the block was lifted. My issues with this are I am an adult playing an adult game. I have encoutered a number of people whom have spoken in a way that was ridiculous in nature and offensive and abusive. Thus, if my account is being blocked I hope for the sake of everyone involved that enough was done to look at the logs of other conversations that have taken place and made sure we dont just have a single sided case of discipline here. Secondly I had not nor have I yet recieved any indication that this action had taken place only attempting to log in to find out no email/s has or had been sent out notifying me of this action explaining in more detail and accounting specifics nor do I have any clue as to how long. This is a hanous and disgusting way to do any form or fasion of business. This company with these kinds of dealing is lucky to not see a class action lawsuit filed against them. You cannot just ban/block or otherwise a paid for consumer account with out given notice.

Desired Settlement: My desired outcome is that I be repremanded for any bad doings and I will be sure to watch my tounge moving forward. My account be unblocked and the person in which did the blocking be repremanded for not forwarding me an email or any correspondence in regard to the nature of the blocking or how long it would take place. Givin the disgusting practices of the support team in this situation and the fact that I have never before had any in game issues brought to my attention as such a way would sour my image thus this being the first marked account of any bad actions I require that My Account be unblocked and we will all take this as a lesson learned moving forward.

Business Response: Initial Business Response /* (1000, 6, 2014/10/13) */ Contact Name and Title: ArenaNet Customer Support Mr. ********* complaint breaks down into three points: 1. He feels the suspension of his account was unwarranted. 2. He was not notified in advance of his suspension. 3. He was not notified of the duration of his suspension. Mr. ********* account access was restored on October 8th at the end of his 36-hour suspension for violating our policies on verbal abuse and hate speech in the game. The specifics of this policy can be found section one of our Rules of Conduct, which every player agrees to before playing the game: "While playing Guild Wars 2, you must respect the rights of others and their rights to play and enjoy the Game. To this end, you may not defraud, harass, threaten, embarrass or cause distress and/or unwanted attention to other players. This includes posting insulting, offensive, or abusive comments about players, repeatedly sending unwanted messages, reporting players maliciously, attacking a player based on race, sexual orientation, religion, heritage, etc. Hate speech is not tolerated." https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/. While Mr. ******* states that he is an "adult playing an adult game," but Guild Wars 2 is rated "T for Teen" by the ESRB and our policy clearly disallows the sort of language he was using. This policy applies to all players, so if Mr. ******* encounters verbal abuse or hate speech in the game, we encourage him to report the offenders. As a rule we only action players when they are reported by others. In Mr. ********* case, four separate incidents were reported to our department. The suspension mentioned in this complaint has been the only action taken by our team on his account to date. Our agents replied to his support ticket twice, once on the 7th (less than a day after it was received) to let him know investigation was underway, and once on the 10th, to let him know the reason for the suspension. This is a longer total turn-around time than we expect from our agents, and we are now in the course of making staffing adjustments to handle our currently high ticket volume. Because Mr. ********* suspension is over at this point, I will now focus on his concerns regarding the messaging of the suspension. Mr. ******* quotes our Conduct Breaches and Outcomes document in his update on October 7th, but he leaves out a key paragraph which is just above the one he quotes: "We do not issue warnings for misconduct. The first mark, with its temporary account suspension, is considered a form of warning and should be accepted as such by the player." https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/ We do not give advance notice of suspension, as all players are notified of expected standards of conduct before they ever enter the game. The "in-game message" referred to in the same document is the message Mr. ******* saw upon logging in to the game. I would like to thank Mr. ******* for bringing to our attention the omission of duration in our suspension messaging. As he mentioned in his October 7th update, the message telling the player about the suspension should include the duration of the suspension. I have spoken with our Production team to correct this error, but am unable to give a definite date for the fix. We will make a public announcement when this bug is resolved. Initial Consumer Rebuttal /* (2000, 8, 2014/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I see the validity in what was stated. My account was unlocked and I will make an effort to watch what I say to others moving forward. However, in many instances the initial whisper is made by other players who actively try to get a rise out of the reciprocate this should be looked into as it is known as trolling and is a terrible thing for people to do.

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On approximately 31 August 2014 (exact time unknown), my Guild Wars 2 account and email were hacked by someone in Korea. The only reason my email address was available is that it's displayed on certain screens in game to the general public. Almost 2 years worth of time was invested in my account along with quite a few other players to accumulate quite a bit of in game funds and high level items. Once the compromise took place, all the items were looted and sold off to fund one of the many gold selling websites on the internet. While my account was restored, Arenanet refuses to restore items that were taken from 4 guild banks. I have provided screen shots of all the items from the logs but was told that "while they can restore accounts, they do not have the technology to restore guild items". The problem I have is all of the valuable items were stored in the guild banks and I'm being told that they're gone and "sorry".

Desired Settlement: I wish to have all the items and funds from the 4 guilds that were robbed to be restored to either the guilds or sent to my character so I can place them back in. I have provided screen shots to the support staff and can supply them yet again if needed. Being told that they do not "have the technology" to do that is unreasonable as I've received items from them in the past via email so the technology is there somehow. Another option could be to allow us to calculate how much it would cost to buy the items and provide us with the equivalent in game currency to purchase them from other players.

Business Response: Initial Business Response /* (1000, 5, 2014/09/08) */ I sympathize with the fact that Mr. ************ experienced a personal security breach that resulted in the compromise of his Guild Wars 2 account. I'm glad that our Customer Support Team was able to offer him an account restoration, thereby resetting his account to his pre-compromise status. However, I must be clear: We were not a party to Mr. ************'s account compromise. First, we never expose a player's e-mail address in the game. Secondly, an e-mail address alone would not enable someone to "hack" an account. Compromised accounts come about through various methods, as explained in this article: https://help.guildwars2.com/entries/XXXXXXXX-Guild-Wars-2-Account-Security. Again, this account was not compromised due to inadequate security on our part but due to a breach of Mr. ************'s personal security. As explained in Mr. ************'s support ticket, we are not able to restore guild banks because there is no secure, 100% accurate means to support such a process while protecting the game economy from the unintended duplication of items and currency. In order to restore the four guild banks, we would need to be able to pull factual, complete game data about every single item in each bank, and that data could involve tens of thousands of items and pieces of currency. Retrieving that data technologically is impossible; having an agent expend literally hundreds of hours to individually retrieve such data is unreasonable and even then would not be totally accurate because of the way that the data is stored. The in-game screenshots that Mr. ************ kindly offered to provide do not offer conclusive evidence of the contents of four guild banks at the exact time of a compromise incident, for any of the thousands of items in any of the four guild banks could have been removed, sold, traded, destroyed, or moved to another guild bank after the screenshot was taken. With regret, we are unable to accommodate Mr. ************'s request. Initial Consumer Rebuttal /* (3000, 7, 2014/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is said is not correct. My email address was not compromised prior to this event as I routinely change passwords that are categorized as "strong" by the systems in place to aid users. I had zero emails regarding even owning an account in my email so the person knew the account's email address and i would assume ran something along the lines of a brute force attack (or other method) to gain access for the sole reason of authenticating their IP address (to gain access to the game). As far as spending 100's of hours researching the items stolen, the screenshots provided (if they bothered to view them) would show the GUILD BANK LOG provided by their system. I asked for NOTHING other than items that could be easily verified. The response I've gotten back is still "we can't" and now I'm seeing the response here pretty much either blaming me for the breach or trying to scam free items. At this point, I've already contacted others and let them know I will no longer be supporting Arena Net or any games created by them as the lack of support either arises from their (1) lack of caring for the customer's wishes, (2) lack belief in what they're being provided and accusing me of scamming since it "can't be verified" or (3) unwillingness to provided a simple function that solves the "we can't" problem. At this point, I've already decided to move on to another game as the customer service ***** with this one and I'm going to advice my fellow gamers to follow suit since there are another 40 or so people who were affected, including items bought with real world money. The funny thing is ArenaNet offered ZERO SOLUTION to this problem, only excuses and accusations..... providing in game gold for us to re-purchase the items from the in game trading system would have worked but thats also too much to ask. again they could verify by simply looking at our in game guild bank logs and the time that the IP addresses from KOREA (which i'm in southern california) accessed the game..... At this point I'm on the stance of this will forever be an unresolved issue as the representatives I've been in contact have the same stance that it would take too long to verify probably 1/2 an hour's worth of work and that it's impossible to give the items back..... all they need is one of their programmers to create a tool to do the restoration but guess that's WAAAYYY too much to ask for.

9/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: was forcefully disconnected from game servers and accused of cheating tactics. game access was denied for 36 hours but reinstated under "leniency." business insisted a violation was committed but refused to specify it.

Desired Settlement: business needs to admit that no violation was actually committed. user should be able to confidently play standard game modes without fear of arbitrarily being banned.

Business Response: Initial Business Response /* (1000, 5, 2014/09/02) */ Mr. *****'s account was detected to be involved in actions that align with those normally performed by third-party cheat programs, specifically those that automate (or "bot") in-game activities. Such programs can result in the acquisition of undue game rewards, and they are forbidden through our Guild Wars 2 User Agreement, and in fact are prohibited in virtually any other on-line game. For additional information, please visit the following links for the Guild Wars 2 Rules of Conduct, User Agreement, and Conduct Breaches & Outcomes: https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/ https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/ https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/ When Mr. ***** wrote us to ask about the action taken on his account, we reviewed the game logs. The evidence seemed persuasive that the account was involved in the use of a disallowed program. However, we elected to reinstate the account. We did so because occasionally, a dedicated player can appear very much like an account engaged in automated activities, and naturally we do not want to remove dedicated players from our game. There was no insult, intended or implied, in our agents' activities. We were acting in the best interests of the game, and following normal game-company practices related to "botting." In any case, the outcome of Mr. *****'s appeal was full game reinstatement. If we made an error, I am happy to apologize on behalf of the company. Beyond that, however, we cannot issue a statement that indicates that no violation took place, nor is there any reason to do so. The action and the discussion that ensued were all private matters and the outcome, upon review, was satisfactory. Therefore, we respectfully consider this matter closed. Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) this is an acceptable explanation. i appreciate the consideration taken during this issue

7/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: When contacted about an issue with my user name the customer service was abusive and rude. Despite the fact that they changed my friends username for her because she simply didn't like hers they refused to change mine. It was never made clear that our user IDs would be visible to the general public during beta so I used my email address so that it would be easy to remember. I requested that it be changed so that a man in the game would not be able to stalk me by using my user ID which has my soon to be last name in it as well as my email address. All I want is to change it to something that does not have my personal information in it.

Desired Settlement: I simply wish to have my user ID changed to something that does not identify me to a stalker online.

Business Response: Initial Business Response /* (1000, 5, 2014/06/24) */ Ms. ******* has been sent more than a dozen personal responses from seven different agents across at least two submitted tickets. Each response has explained, courteously and with sufficient detail, why we will not fulfill her request for special services, services that simply are not offered in our game. For various well-thought reasons, we will not change a Display Name unless it contains sufficient personally-identifiable information to pose a security risk. This might include a full name or a full e-mail address. Neither of those situations applies to Ms. *******'s display name, which is *******************. Addressing each of Mr. *******'s concerns: The display name is clearly flagged before creation as something that will be displayedthat is, visiblein the game. We cannot address her friend's situation because (1) we don't know the account name and (2) we generally discuss a player's account only with the account holder. This name does not include her real-world name. The name does not include a full e-mail address. The adjective "savage" is not offensive in her display name. If Ms. ******* has been stalked in the game, she may address that through use of the in-game privacy settings or she may submit a support ticket about that concern with details such as date, time, time zone, and game server where such activity took place. Alternately, she may contact her local legal authorities. In her BBB complaint, Ms. ******* has inaccurately and unfairly portrayed our agent responses as "abusive and rude." And yet, here is an example of our responses, all of which have the same respectful tone: "This support ticket has been escalated to me as you stated that you wanted your request reviewed by a supervisor. As it has been previously explained, the changing of an account display name is simply not a service that the Guild Wars 2 Support Team provides. This policy has remained consistent since the game launched in 2012. The only exception we've made to this policy is when a player uses sensitive personal information that could otherwise compromise their real identity. I'm sorry that we're unable to assist you in the manner that you had hoped. Let us know if you require assistance with something else." While we understand that the answer that she is received is not the one that Ms. ******* desired, we will not fulfill her request out of fairness to all players and in conformance with our security and privacy measures. Initial Consumer Rebuttal /* (3000, 7, 2014/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) My email address is ******************@gmail.com Therefor my user name is my full email address. I have explained this in email correspondences as well. Since my user name is my full email address I would request that my username be changed to something that is NOT identifiable by creepy stalkers in their game. The issue of the stalker has been brought up multiple times with them throughout the last year and a half and nothing has been done about it because he used my user name to obtain my email address and has been emailing me to the email address that bears the same name as my account. If they were to change my account name I would purchase name changes for all of my characters (all 19 of them) so that he would no longer be able to find who I was. This company is known to change account names when requested simply because someone didn't like their name. Several people who I know in game have had this done when they didn't like their account name but it posed no threat to them such as my situation does. My account name contains not only my full email address but it also contains my fiances last name (which will be my last name in a few months). When I made my account back in open beta 2 years ago it was NOT made clear that my display name would be visible to everyone in game. As far as I knew, it would be just like every other MMO I had played up until that point (example: In World of Warcraft your sign in name is only visible to yourself as is your account name. People know you by your characters. This is the same in Lord of the Rings Online and was similar in guild wars 1 where people could only see your character names unless you added them to your friends list). As far as I know, guild wars 2 was the first game to add this universal thing. Back in beta I requested the ability to be able to transfer my pre-order perks to another account once I found out that my sign in name was visible to everyone. This was denied. The GM that I spoke to back then stated that if my user name became a problem in the future that I could change it and to just put in a request. I have been a loyal customer to this game. All I ask for is a service that they *do* provide so that I can feel safe and once again enjoy my time in Tyria. Final Business Response /* (4000, 19, 2014/07/16) */ As explained several times, Ms. *******'s proposed changed would not be effective. For even if a player changes all character names, even if a change is made to the Display Name, those who have added her to their Friends List still will be able to identify that player. This request has been reviewed by multiple levels of our game administration team. As nearly a dozen agent responses and four detailed BBB responses have made clear, because fulfilling her request would not resolve the alleged issue to which she refers, and in conformance with our policies, our final and unalterable decision is that we will not fulfill her request. Final Consumer Response /* (4200, 11, 2014/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The username that was changed went from ******* to ****. I have also known other people who have gotten their names changed but I don't recall their original one. My username is my email address completely. Name. Numbers. Everything. Your policy states that if a username is a complete email address (which is it) then the username would be changed. Please adhere to your policy or give me the phone number of your supervisor so that I can call and speak with them. I would never purchase another game from your company at any point. I have literally never had an issue with another company or been put through such stress from a gaming company. This is the first complaint I have ever sent to the better business bureau about *any* business. Please just adhere to your policy. My gaming account is the same (numbers and all) as my email address that I most frequently use. I use the other one just for talking with you people. Your claims that my username is not my most frequently used email address are false and pure biased speculation on your account. I have referred to the law enforcement on this matter. They are the ones who told me to ask your company to change my display name. Nothing can be done about the guy because he lives in another country.

6/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failed to provide any assistance on follow up help that was still need after initial customer service response. On why my home world was not changing despite being told that it would by blog post, gw2 forum, first support response and in game battle historian. I was falsely accused of trying to exploit the reward system despite going into detail the history of my transfers and why. Game support lead was rude providing me with no helpful information in any way. She blew me off and gave me false hope to watch gw2 fourms so I just might learn the information I need now which is too late to help me now. Because tournament is now over and the game design may change for the next tournament The problem is poor game design and all information is way to vague and cite they cant go into details so absolutely no help at all. They wouldn't acknowledge that there is an issue and why some players have successfully change their home world while are stuck with their old one on the fourms or by customer support tickets. My ticket #XXXXXX

Desired Settlement: I would like 100% transparency as I am the true and verified account owner. My home world association fixed, 100% transparency in the battle historian on world association changes with clear goals to be met before world change occurs.(progress bar etc) Not just vague information as the current state. So in short better game design and less confusion.

Business Response: Initial Business Response /* (1000, 5, 2014/06/05) */ While I sure understand Mr. *****'s desire for a speedy resolution to the issue that he is experiencing - and I am sorry that he's been waiting a few days our development team needs to continue to review the issues (which affected a number of players) and then will be able to resolve it as quickly as possible. We cannot take measures to correct the issue for Mr. ***** individually, but we're confident this will be worked out as soon as possible. We have tried to keep Mr. ***** up to date on this situation with seven responses to his ticket. At the current time, we are still awaiting input from the development team, and as Mr. ***** was informed as recently as June 2, we are leaving his ticket open awaiting the resolution that should get Mr. ***** the rewards he has earned. If there is any issue with the rewards, once given, Mr. ***** can update his ticket and we'll review the matter with him. As to his concerns about what he viewed as an apparent accusation of exploitation of the game, I'm afraid our agent misspoke, and the "you" he used was meant as the generic "you." This was the agent's specific answer at the time: "You will be fighting for your new server. The historian will show your old one and you will receive rewards for that one. In essence, changing servers mid-tournament will not change the reward you get at the end. You cannot exploit this system to get better rewards, nor will changing servers cost you rewards from your original realm." I am 100% certain that the agent intended simply to show how the game worked, and not at all to suggest that Mr. ***** would intentionally exploit the game. Mr. ***** is a good supporter of our game, we value his patronage, and we sure do not mean to suggest he's an exploiter! So I want to apologize for the way that answer was phrased and assure him that it was simply a "this is how it works" statement, with no accusation of exploitation whatsoever. We are pinging the dev team about this bug on a regular basis. I wish I knew the exact time this will be addressed, but I do know this issue is a priority for the team and I remain hopeful that it will be taken care of very soon. In the meantime, Mr. ***** is welcome to ask any additional questions in his ticket. Initial Consumer Rebuttal /* (3000, 7, 2014/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their responses because it offers no help in any way at all but they did clear up the matter of false exploit matter. Still not being transparent on world association requirements for spring 2014 tournament. For season 1 tournament Anet put out blog post telling us exactly how world association would work for that tournament. For spring 2014 tournament no one knows despite many people posting on the forums and making support tickets. All we were told is that our world association would gradually change if we transferred by playing WvWvW or EOTM. No clear specifics beyond that. https://forum-en.guildwars2.com/forum/wuv/wuv/Server-Association-1 No clear answer that can be verified by the players still to date. In those 7 tickets, only the first response I got offend any real help to my world association not changing. I did ask for what I needed to do while the tournament was still going and I was told no I can't tell you. Very last response support explains to me that there is a bug but ONLY after the tournament is over with. Since they can no longer keep it from us because the players are raging on the forums for not getting their rewards chest like they should be. I got no help then and now I'm told they can't do anything for me now to fix my world association. At the time I initiated my game support ticket and this BBB complaint I had no idea that this now 6 month old thread existed due to my 6 month break from the game and the forums. https://forum-en.guildwars2.com/forum/wuv/wuv/Issues-granting-Season-reward-chests Issue 1: Worlds in the NA and EU territories don't know about each other's historical WvW data. So if you're in a different territory from the one you were associated with for Season 1, the game doesn't know how your world placed and can't reward you. If support was up front with me from their further follow up responses to my ticket I wouldn't have come this far to file a complaint with the BBB. Same for on the forums when many other players in my situation also asked and got nowhere. The greater problem to all of this is Arenanet's policies not being forthcoming on information and the apparent we have your money and we can treat you anyway we like attitude. This bug should have been fixed 6 months ago, it's apparent that this is the only way my world association will be fixed if and when this bug is fixed for the next tournament to change world association. Final Business Response /* (4000, 17, 2014/06/24) */ I agree with some of Mr. *****'s comments. The fact is, we had some bugs, but perhaps more importantly, we did not communicate well about World-versus-World mechanics. We regret the confusion that players experienced based on our lack of clarity. There is a genuine need to keep some things "discoverable" by players, that is, to not tell all the details every time. In one sense, this allows players a better game experience. In another, not giving extremely detailed information prevents someone from capitalizing on a system in a way that negatively impacts other players. However, again, we were not as explicit nor as clear as we should have been, and we have apologized to our community for that shortfall. In Mr. *****'s ticket, I have pointed to a very detailed set of official forum posts by one of our game developers. The link to the first of two posts is here: https://forum-en.guildwars2.com/forum/wuv/wuv/Cannot-get-my-Season-2-reward/first#postXXXXXXX With the fixes to bugs that corrected issues within the game, and with this detailed information about those fixes and our future plans, I believe we have done the best we can to amend the issues that arose. I also believe that it's clear that we will be more informative and clear in future communications. I hope that Mr. ***** will have confidence in that, based on the details in the forum post, and we look forward to his continued participation in our game. Final Consumer Response /* (4200, 11, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes I'm clearly well aware of the bug and it's currently being addressed by the Dev's, the fix will be out when its ready. That's not the main issue here. The bases of this BBB complaint that is not being addressed by the Arenanet Rep it has to do with the lack of information the players were giving in blog post before the start & during the spring 2014 tournament than about a bug. Many players like myself have ask on the forum and in support tickets, all we got was no help. What little info we did get was vague in support tickets or on the forum that caused more questions than answers. **** * did offer did some info on the forum that did nothing to ease our questions/concerns because the information conflicts with other information that been posted in support tickets etc. Any follow up post by the players on the forum went ignored. On the forum players have expressed that they were also unhappy with the lack of info and lack of help in their support tickets. Like I pointed out in my previous response, in the season 1 WvWvW blog post it was made very clear on how world association would work. For Spring 2014 tournament no one knows to date still how this worked!! Thus the main problem we the players have the lack of information being giving. So what is being done to correct the issue of lack of information giving to the players within Arenanet policies going forward? In blog post, forums and in support tickets!!!!! If this current practice of lack of information continues I'm sure I'm not the only one will be thinking moving on to another game not looking back. As this frustration is clearly uncalled for and annoying as ****!!!!

6/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This is at least the second if not the third complaint I have filed about this. The game locks you out if you have to reinstall the operating system. The error states.Guild Wars 2 has encountered and errorThe account name or password you entered is invalid, Please check your information and try again.Bull, I can login to their website, to enter a request to fix this problem, I have to enter evever CDKEY number for both GuildWars 2 and the original Guildwars.So, the problem is with the game, since this has happened over 10 times in the last 2 years, I now say this is a bug in the game. For the game to refuse the login that works on the site, both logins use the same information. Is unrealistic, most notably that the account online has not been altered or changed in anyway by myself or the game. I have followed the instructions once to recover the "account", it does nothing,says the account is fine, so now we have a bug that has been present since the game was releaed.Product_Or_Service: Guild WArs 2 Collectors Edition

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation)Fix the bug, the game is making a security check that is NOT needed, and it only frustrates me, as well as others, I cannot believe this is not happening to other players.I own and IT bussness, I sometimes need to reinstall the operating system, no other MMO game does this, period, ie WOW, Dragon's Prophet, Star Wars Old Rebulic, ONLY GW2 does this. PLEASE, I enjoy the game, but hate the support

Business Response: Initial Business Response /* (1000, 7, 2014/05/29) */ I've conferred with four agents about this case, and quite honestly we cannot determine precisely what Mr. ********* is experiencing. Mr. ********* most recently stated (21 April 2014) that his issue was resolved and he logged into the game on May 2, 2014; we've had no tickets from him since April. It's important to note that there are no extraordinary security measures that would prevent a player from logging into the game. Once installed, the game can be accessed through a player's secure game account credentials: Account Name (an e-mail address) and a password. This would apply whether on an installed copy or on a newly-installed copy; on an existing OS or a newly-installed OS. Once Mr. ********* created his accounts in Guild Wars and Guild Wars 2, and once they were properly linked, he then could uninstall and reinstall the game as he desired and then log in with his Account Name and password. He would not be asked to provide his serial codes; they already were tied to his game accounts and would not be required for installation. What I believe is happening is that Mr. ********* is trying to use the wrong user name (Account Name - the e-mail address associated with his Guild Wars 2 account) or the wrong password. That seems confirmed by the message he is receiving. We'd like to invite Mr. ********* to do the following: Submit one new support ticket describing his current situation. (This is necessary because previous tickets were closed when the issue was reported as resolved.) Tell us where this happens: before installing, when fully installed and trying to log in for the first time, etc. Include the exact error message that he is seeing in Guild Wars 2. If that message includes an Error Code (number) include the full number. Include in the ticket the following note: "Please escalate to ***** **** for review." With the detailed information that Mr. ********* provides, we will do our best to help resolve this matter. ***** **** Support Liaison ArenaNet

5/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I, along with a vast portion of their customer base, have been promised refunds on purchases of products that were retroactively changed since purchase. I have been waiting for weeks and still have heard nothing despite their repeated claims that they will help people. I have been treated abusively by their staff on their online forum when I attempted to use it to follow up for more information. I believe this delay is a deliberate scam to trick people into purchasing additional digital currency when they otherwise would have used the refunded currency to make purchases.

Desired Settlement: The immediate and complete refund that I have asked for in ticket# XXXXXX through their help system.

Business Response: Initial Business Response /* (1000, 5, 2014/05/01) */ The Guild Wars 2 development team rolled out a huge update to the game on April 15th. Before the update, we informed players that we would be making certain courtesy refunds. In part, the game update players to use the items they had at one time bought for a single character across *all* characters. This was a tremendous boon for our players and we were happy to make such a positive change. At the same time, we noted that certain players may have purchased duplicate in-game items, and we offered courtesy refunds for those duplicate purchases. When we made the courtesy refund announcement, and many times since, we have made it clear that it will take time to process the requests, and we have asked our players for patience while we do so. As a game company, security is our top priority, and we must prioritize matters of security - such as the compromise of a game account - above courtesy refunds. We have added additional employees to help with customer requests of all kinds, but the processing of refunds still takes time. We've made our customers aware of this situation through many forum updates, including this dedicated forum thread: https://forum-en.guildwars2.com/forum/game/gw2/Customer-Support-and-the-Feature-Pack/first#postXXXXXXX I note that Mr. *******'s request for a refund includes numerous rude and denigrating comments, some in all-caps. Mr. ******* is now attempting to use the BBB to try to expedite his ticket. Be assured that Mr. ******* will be helped and his courtesy refund will be processed. However, the speed of processing will not be increased by abusive language or by the attempt to force expedited service through the Better Business Bureau. Out of fairness to all our players, we will process each request as quickly as possible without attempting to appease those who communicate aggressively or who attempt to use external elements to move ahead of other players in the processing queue. Initial Consumer Rebuttal /* (2000, 7, 2014/05/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the resolution as my case has finally been solved. I have been given the refund, although at a time and treatment that If ind patently unacceptable and quite frankly unprofessional. However, I would note at no time was abusive language used. No profanity or insults were ever issued. I did insinuate, I believe correctly, that due attention is not being given to the refund process because Arenanet does not take its obligations to consumers seriously. At no point did I expect to be expedited or handled before other players. What I do expect from a company is customer service. If a company does something it know will generate a large volume of requests, they should handle it properly by staffing and training properly for it, using contract help if necessary, not making customers wait weeks on end to receive assistance. I noted that the refunds and the way they are being treated is UNNACEPTABLE, which I still believe to be true, and used capital letters to emphasize this fact. I deeply resent the insinuation that I have been rude because I was unwilling to accept admonishment for following up on a refund request that was not handled in a timely or appropriate manner. I am normally a very big fan of this company, its products, and in general have been satisfied with their service, even when I disagreed with changes. However, the language, dismissive treatment, and delayed action with regards to these refunds and the chances that introduced them is entirely professional and should not be acceptable to any customer of theirs (or anyone else, reallY). I am sincerely hoping this is a one time incident but I am genuinely skeptical that it is.

4/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The Game Guild Wars 2 (GW2 for short) does not run on a 32 bit operating system and the minimum system requires it states of of 4 gigs of ram. However the minimum system requirements posted are (copy paste from main guild wars page for reference) Windowsï���® XP Service Pack 2 or better Intelï���® Core 2 Duo 2.0 GHz, Core i3 OR AMD Athlon 64 X2, or better 4 GB RAM NVIDIAï���® GeForceï���® 7800, ATI X1800, Intel HD 3000, or better (256 MB of video RAM and shader model 3.0 or better) 25 GB available HDD space Broadband Internet connection Keyboard and mouse and doesn't warn on any of there resource pages or technical support pages when you buy the game (or before purchase or after when it fails to preform and crashes). I am writing all of this to clarify I have had multiple crashes in game making it unplayable for more then seconds at a time (before was maybe 5-25 minutes between crashes) and after maybe near a hundred crash reports (may be nearer to 75 lol), I requested a refund that they finally emailed me started to identify my issue had me post my system specs and then told me that it was the win 7 32 bit OS cuaseing the problem (though my system is far and beyond the listed minimum requirements). I then exchanged a series of emails with tech support who then told me the minimum specs are to download and not actually play the game....and therefore I didn't qualify for a refund....which lead to me explaining that's not what ppl mean when they say minimum system requirements and that refers to actually playing the game (without crashes) since it will not play on any settings for any period or duration above a minute and that I was entitled to a refund because of this.

Desired Settlement: Seeking a financial refund from the company for the item in question and (the game and other) online transactions preformed through it.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ We regret that Mr. ****** is not able to play our game. However, as our technical support agent has explained several times, the issue here is not with our game. The issue is related to a serious incompatibility problem that arose between Mr. ******'s newly-installed computer hardware and the version of Windows(r) that he is using within the last month or so. In other words, both elements of the problem are on his own computer and are not related to the connection between his computer and our on-line game. Our agent has gone into great detail to explain that as long as Mr. ****** continues to use 32-bit technology with his new computer components, he will experience problems of the kind that are impacting his ability to play Guild Wars 2. In Mr. ******'s support ticket (#XXXXXX), our agent explained, "Guild Wars 2 supports Windows 7. Guild Wars 2 supports 32-bit versions of Windows. Guild Wars 2 will work with both of those configurations. Your hardware will not. Your hardware is to new and too advanced to use a 32-bit version of Windows but that doesn't mean the game doesn't support it. If you were using hardware intended to be used in a 32-bit environment, you could play without issue but you don't have this hardware, you have hardware that needs to be running a 64-bit version of Windows. Again, this isn't Guild Wars 2, it's an incompatibility with your hardware and the revision (again, not version) of the operating system you are using." I inquired today to verify this information, and the agent responded, "It appears he updated to Windows 8 but never updated to a 64-bit operating system which would have resolved this issue." I am very sorry, but we are not able to help Mr. ****** with issues related to incompatibility between his software/operating system and the hardware on his computer. Further, we are not able to offer a refund outside the normal refund window of 30 days. Since Mr. ****** purchased in January 2013, a refund simply is not possible.

4/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This complaint refers in particular to the game Guild Wars 2. My account, which I had used for over a year, was recently permanently terminated for "using an illegal third-party program," such as a "bot" or a "macro" to automate play. I have not and will never use a third-party program; I believe that (as others have reported) using a feature termed "auto-attack" within the game can sometimes show up to external checks as the use of a third-party program. When appealed (support ticket #XXXXXX), I received the following message: "The details that lead to the termination of the account were thoroughly reviewed by our team prior to taking action, and we maintain absolute confidence in our conclusion." I was given no opportunity nor method to prove my innocence. I am not guilty of the aforementioned actions nor of any breach of the EULA or User Agreement as stated, and I am confident that I can prove my innocence given a method to do so.

Desired Settlement: Complete reinstatement of my GW2 account, in good standing with NCSoft. I would also like some address of this matter for future users, either in improvement of the bot detection, or an addendum to the GW2 User Agreement that states that "AFK" play, even when completely within the confines of the GW2 engine, is still unacceptable behavior.

Business Response: Initial Business Response /* (1000, 6, 2014/03/17) */ I asked a team manager to review the support ticket related to the termination of Mr. ******'s account. The manager pointed to this statement from Mr. ******: ""Sitting my necromancer next to some level 6 aquatic skelks, with the 'Deadly Feast' skill set to auto-attack." It is not possible to enable repeated unattended in-game action without the use of a third-party program, for the game is designed to stop attacking when the first enemy is killed. The use of third-party programs such as "bot" or "macro" programs, is disallowed by our User Agreement (reference: https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/) and our Rules of Conduct (reference: https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/, section 20). A forum post also explains our policy (reference https://forum-en.guildwars2.com/forum/support/account/Policy-3rd-Party-Programs-Multi-Boxing-Macros/first#postXXXXXXX ). Setting up a game account to "play" while someone is not actively playing--or in many cases is not even present at the computer--is against our rules. And each player accepts our User Agreement when registering the game. Mr. ****** was identified as being involved in a breach of the UA, but was given a second chance while being told that if he continued to engage in disallowed activity his account would be terminated. Mr. ****** continued to use the disallowed program to gain unearned rewards while not playing the game> Upon detecting and verifying this disallowed activity a second time, an agent permanently terminated the account. Under the circumstances, we decline to reinstate the account. ***** **** Support Liaison ArenaNet Initial Consumer Rebuttal /* (3000, 8, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are several reasons why I do not accept their response. 1. First, the reply from the company is factually incorrect. In particular: "It is not possible to enable repeated unattended in-game action without the use of a third-party program, for the game is designed to stop attacking when the first enemy is killed." This is erroneous. While most of the in-game actions will not auto-attack without a target, there are a few that will. Necromancers, for example have several options..."Locust Swarm" with the warhorn, for example, can be set to auto-attack so that it will be cast whenever the cool-down timer is up. This will occur automatically, regardless of any enemies. "Deadly Feast" for the spear is another. It does not need a target to activate, and it will continue to auto-activate whether it has damaged or killed anything nearby. If you do not believe me, you are free to attempt it yourself; both of the above stated skills work exactly as I've stated, and always have. 2. With regards to 'Setting up a game account to "play" while someone is not actively playing--or in many cases is not even present at the computer--is against our rules. And each player accepts our User Agreement when registering the game.' This is also incorrect, as stated. The User Agreement as linked above only mentions the concept of unattended play in section 8(c): "Use, or provide others with, any software related to the Game, including any automation software (a.k.a. "bot") or software designed to change or modify operation of the Game." As I've just explained, automation of the game play is perfectly achievable within the game engine itself, without use of any third-party program. Also, as stated in the User Agreement, it the use of third-party programs that is specifically prohibited, NOT automation of play. If automation of play (even solely within the tools provided by the game client) is also prohibited, then IT SHOULD BE SPECIFICALLY STATED AS SUCH. I would have no quarrel with this addendum and would follow it; but the purpose of clearly-written, legally-binding agreements is that such potential confusions can be ironed out BEFORE they happen. As the User Agreement is worded now, I have literally done nothing to breach it. 3. 'Mr. ****** was identified as being involved in a breach of the UA, but was given a second chance while being told that if he continued to engage in disallowed activity his account would be terminated.' Customer Support did in fact tell me this, but this was the ONLY thing I was told. My communications during the initial ban were ones of confusion and entreaties for help, as I had no idea what I was doing that was breaching the User Agreement. (See my two points above.) In my very first ticket, I said, "If you can specify precisely what it was I did wrong, and what I can do to make amends, I am very interested to know." In my message concerning the second ban, I said the following: "What gives? I honestly don't understand how I am breaching the EULA or User Agreement. I am not using a macro, botting, or attempting to extend my unattended play beyond what the game client is designed for. Is auto-attacking while afk against the User Agreement? It certainly doesn't say so, and one's client will still auto-log on time even when you do so. There is nothing in the EULA/User Agreement that I am breaking, and after my last ban, I am doing my best to follow it to the letter. Unfortunately, neither my last ban nor this ban have been specific in exactly WHAT I am doing that is wrong, so I find it difficult to make sure I don't do it again. Can you please address this issue? I do love Guild Wars and want to keep playing it for a long time as A-net intended, but I need a bit of direction in this matter." However, for the entire process, from first response to final communication, I received cut-and-paste form letters that used phrases like "While our investigation points to the fact that your account was involved in a violation, we are going to extend leniency to you on a one-time basis..." All letters I received could be found, word-for-word, elsewhere on the internet. It was not until several replies into my second termination I even learned what part of "botting, extended unattended game play, using macros, or similar behavior" I was even being charged with. As Ms. **** has even stated herself, I explained exactly what it was I was doing at the time I was banned, even citing examples of other people reporting the exact same problem I was having then. (Please see http://www.mmobux.com/articles/3853/can-you-get-banned-in-guild-wars-2-for-afk-auto-attacking and associated links.) I was very interested in finding a solution to the issues I was having and toeing the line to what ArenaNet expected. Unfortunately, the situation had already progressed too far on ArenaNet's end, and I received no other help than "we will not entertain further discussion about this incident." This is not the behavior of a company that is trying to give its customers fair and proper consideration in all matters. That is my side of this conflict. Thank you, Ms. ****, for finally responding specifically to my situation. --****** Final Business Response /* (4000, 10, 2014/03/18) */ First, I must apologize for an error in my previous response. I focused on Mr. ******'s comments about his "AFK" (away from keyboard) status and his use of in-game skills rather than reviewing the account notes and the game logs. Mr. ****** is correct about the skills to which he refers, and I was in error in suggesting they could not be used in the manner he outlined. However, the skills and the fact he was not at the keyboard are completely unrelated to his account terminations. As explained in response to the appeal tickets that Mr. ****** filed, he was observed using a third-party program that automates gameplay. It was the use of this program and the confirmation of such use through our detailed game logs that prompted the termination of the account. It is not uncommon for us to be asked for "evidence" of cheating, for "proof" of an infraction, or for details that the requestor suggests will prevent future errors. In fact, such questions often come from those who wish to learn the details of our detection methods in order to modify programs in a way that will prevent detection. I make no judgment about Mr. ******'s reasons for filing this complaint, but I would be remiss if I failed to point out that revealing the "how and way" of cheat detection would be detrimental to our business, just as a traffic policeman will not reveal where s/he is stationed to catch speeders. Two senior agents reviewed the account today and they tell me that the game logs absolutely refute what Mr. ****** states he was doing prior to the closure of his account. As such we will uphold the account termination. Final Consumer Response /* (4200, 12, 2014/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can understand why people often ask for stronger evidence for their account terminations, as it seems the dragnet is catching as many guilty of infractions as those innocent. I am willing to undergo whatever it takes to prove my innocence, whether it be showing file registries or allowing remote access to my computer, etc. I personally don't care to learn what ArenaNet's methods are for detecting wrong-doers, but I am also very much aware that I am maddeningly innocent of the infractions. As it stands now, I was found guilty in a trial where (for the majority of it) I was not even allowed to know the exact charges, much less be permitted to defend myself. A driver accused of speeding, as you say, would not be told where the police officers station themselves along the road, but he still has the right to defend himself in court over whether he was speeding in the first place. If I have exhausted my avenues with the BBB, then I'm afraid I will have to look into legal options.

3/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Anet (ArenaNet) provides a variety of digital vendors and storefronts for the sale of digital products and content through its Guild Wars 2 gaming world. All items in the game are for sale for a variety of "token" types. Tokens include gold, silver, and copper which is a proxy currency for "Gems" which are purchased with US dollars in the companies "Black Lion Trading Post". This is identical in form and context to an gaming arcade where tokens in the form of gaming coins and tickets are used to play games or purchase rewards. This issue is specific to two currency types: Tokens called Laurels and tokens called "badges". Both are proxies for US dollars as described above. All tokens (US dollar proxies) including gems which are directly purchased with US dollars are used "in game". In this instance an item called an "Infusion" was purchased by me from a Laurel vendor located in "Lions Arch", a city within the GW2 gaming world. The value or content conveyed to me by this digital item is a persistent bonus to my gaming persona of "5" - I use the value 5 in a simplified sense for comparison sake. Unknown to me at the time, based on the information provided through the digital vendor, was the fact that in another part of the world a similar infusion, for nearly the same cost provided a bonus of "6" and an additional benefit we will call 1 for ease of explanation. This benefit is substantially better and is reasonably and demonstrably a superior choice. Bottom line - without realizing it at the time, I had purchased an inferior item for essentially the same *****. Ack! This is why I believe my mistake was made likely by the interface and design choices made by ANET: Unfortunately "infusions" on these vendors are not well organized. They do not have an independent tab and do not create a way to easily compare the items that exist on a given vendor. Furthermore, there is no way to determine that other vendors in other parts of the gaming world have a different selection of infusions. It is reasonable to conclude that had I known other options were available, with substantially better value for nearly the same cost, I would have selected the better equipment. In the general case, a refund in a case like this is against ANET policy - and in the general context this policy makes sense. ANET routinely releases better equipment and a refund policy for each case of this does not make sense. But this situation is not the general case. In this case ANET has made a design choice in the implementation of these vendors and the addition of new options that directly led to my confusion and a waste of my "tokens". The original infusions were released with the lower value of "5" and pre-dated the newer, better, versions that are available in only one part of the world. A reasonable precaution could have been taken by ANET to insure that players were aware of all options once the new, better equipment was released. ANET could have simply populated all vendors of this type with the full selection of infusions to ensure customers have the ability to make an informed choice. Furthermore ANET could have followed their own vendor design choice of giving each *type* of item its own tab on the vendor making comparisons easier and making it easier to notice when collections of like items change. ANET did not take the reasonable steps described above. Furthermore, the location and organization of the infusions on these vendors does not follow the established reference pattern for items organization as evidenced by other collections of items on the same vendors. This discrepancy enhances the chance of mistakes like the one I made. Cost: The cost to me, in this situation, was the loss of tokens (called Laurels) that amount to 1 hour a day for 20 days of game time. Essentially 20 hours of effort. The cost to ANET (Cost of Goods Sold) is zero or near-zero. The cost to ANET of replacement is zero or near-zero. The bottom line is that I feel I have made a mistake that can be reasonably attributed to the way ANET has offered the item in question for sale within the digital interface. As you can see from the long thread with ANET customer service pasted below, the response to me has simply been "We cannot refund this because it is against our policy". I find this to be unacceptable and contrary to ANET behavior displayed in other cases posted to the BBB. For example, if you read the BBB case involving a customer who purchased a digital transfer of his "Account" from one gaming server to another, ANET ultimately refunded the customer. Yet in that case it was quite clear that the service did document that "HIGH population servers" were not available with the discounted promotional version of the transfer purchased by the customer. In that case, ANET had provided a much clearer set of terms and conditions for the transaction than in my case - and still took care of the customer. ANd they should have - as the cost to them was zero or near-zero. Balanced against the cost of a dissatisfied customer the decision was obvious and correct. So why am I being treated differently??? Additional case details - back and forth with ANET customer service: ____________________________________________ ++++++++++++++++++++++++++++++++++++++++++++ -------------------------------------------- Hello *****, Thank you for providing the hamburger analogy. I believe it perfectly illustrates why your approach to customer service in this case is so wrong. With respect to the hamburger analogy, the company is in a great position to explain to the customer why a refund is not reasonable. Rather than repeating a policy over and over (the absolute worst thing you can do in a customer service de-escalation) the company can explain the principle behind the decision to not provide a new hamburger. If the company handed out new burgers after customers have eaten their purchase, they would go out of business. There is a tangible, and significant COGS associated with the hamburger. This is reasonable, understandable, and certainly meets the principle of least astonishment (another key theory with regards to delivering customer service). Any reasonable person would not expect a free, new hamburger. Of course, there are also other major flaws with using the hamburger analogy. You completely disregard the central point of why I used the analogy - the misleading interface. I accept that you did this in unintentionally, but it greatly frustrates me. A burger menu is quite simple. The odds of making a mistake quite small. In addition the burger has a high cost and low profit margin and this does matter. I am asking ANET to provide me with recompense that is of zero cost to you and returns great value to me (20 days of effort). That is clearly a reasonable ask. Let's be clear, there is *no cost to Anet* for the digital transaction in question. Your COGS in this case is essentially zero. You are chosing a policy, over a happy customer. One who spent 300.00 last month in your digital store. That is just bad, bad business. You are doing your shareholders no favors with this approach to customer service. I feel that I have been mislead and wronged. You may label this "Digital currency" or "Whammybucks" or "Tickets".. Whatever! To me, its 20 days (20!) of earned currency. Only 1 laurel per day can be earned through daily quests. This is one hour per day of time in game spent working towards that Laurel. You may have created a policy distinction, but that is meaningless to me. You are diminishing the fruit of my labor - the canonical reason we get upset when we purchase something and feel that we were taken advantage of. You can keep repeating policy to me, but it will not change my feeling in this matter. The core of this is simple. The in-game interface is misleading. I lost something of great value to me because of this. You show no empathy for this. Instead you choose to repeat policy and argue non-essential merits of the issue. Policy is an internal Anet issue. I have no doubt you hold this policy for good reasons - and I really do not care what they are. This is why your "slippery slope" argument comes across as so condescending to me. You globalize and say "What if we did this for everyone", "What if users wanted returns for everything".. Well, this is clearly a straw man. You are creating a new argument that is easier for your to establish a principle - "we can't do this for everyone it would be chaos!". Yet, I am most certainly not everyone. And this is not a discussion about Anet policy. I did not ask for a policy change. This is an exception, a specific instance where your digital storefront (the Laurel vendors in this case) are confusing and led to a reasonable mistake. In the case of infusions the interface simply fails the rule of least astonishment. This is between myself and ANET, not between the global user base and ANET. I really do not care if you fix the vendor or not. I am interested in a remedy to my bad experience and loss. Customer support escalations are by definition exception cases, I feel you think I am some simpleton who does not understand this. That is the only reason I can imagine you throwing such an obvious straw man at me and thinking I would somehow be happy with it............ Regards, ____________________________________________ Mar XX XX:XX Hello xxxx, I understand what you have written, but the User Agreement is clear in relation to there being no correlation between in-game items and real-world or cash value. You chose A, you later decided you wanted B, and you've requested a refund of certain in-game items. However, the policy was upheld correctly by our agents reviewing your request. While you make an analogy with movie rentals, here is one that seems more apt: You go to a restaurant, buy a burger, eat it, and then find that down the street, burgers are two-for-one. You then ask the first restaurant to give you back some of the money you spent on their burgers because you could have paid less at the second restaurant. And of course that is just not going to happen. Frankly I think we're straining with either analogy, but that's what came to mind. The bottom line is this: Even if we wished to do so and there was a reason to do so, Customer Support still could not replace the Laurels you spent. Such replacement is not coded into the game, a fact that I don't believe you were made aware of earlier. But I should add that Customer Support will not give something else to "compensate" for the Laurels, to essentially support the reversal of a legitimate purchase based on a change of mind. If you will step back from you issue here and look at the big picture, can you imagine the flood of tickets we would receive if we did offer that service? "A better sword just dropped, please give me back my gems." "I found another vendor who had better stuff." "My character has progressed and I want a full refund of all the gems spent on old stuff." Sure some of those example may seem a little over the top, but even though we have sales and purchasing mechanisms in the game, I can predict with confidence that some people would want Customer Support to service such requests. We don't set up policies to be punitive to players. In fact, we go out of our way to try to help, to say "yes" whenever we can. However, we must be mindful of how undertaking outside-the-norm resolutions can have a reverberant effect that may negatively impact our response time and, potentially, may present damage to the game economy. That is and must be our final response to your request. Regards, Xxx xxxx Support Liaison ArenaNet Guild Wars 2 Support Team http://support.guildwars2.com/ Mar XX XX:XX Hello xxxxx, I now understand how you see the issue. This at least explains to me why, in my view, I am being treated differently from other case descriptions logged in the BBB. Note that I am well aware of what the BBB is (and is not). What it is, that concerns me, in this case is a way for me to publically share my perception of how I am being treated and have an impartial 3rd party review. This is my only recourse, as I believe that for some reason I am being treated differently than other ANET customers. Let me share how I perceive the issue with an analogy I feel makes things more clear. But prior to that I want to make a few points of clarification: This is about a "Cash" transaction. Your designation of this as an "in game" currency issue is not accurate in my view. Here is why: You have established a clear exchange rate between Gems, Gold, and Items for sale on your Laurel merchants. THis is quite easy to establish, just look up those items (such as Unidentified Dye) available on both the Laurel merchant and the black lion merchant. I am afraid this clearly establishes a cash value precedent and anything on the vendor follows as "Fruit from the poison tree". incidentally, I would strongly recommend that Anet ensure they are paying CA state tax on these digital transactions. This is no different than the arcade vendor who allows purchases in their shop for "Ski ball" tickets. Ultimately I do not believe this should matter, however. I believe the interface for this particularly purchase is misleading and led to an honest mistake - see more below.It is quite possible for Anet to provide a database that is comprehensive of all items with comparisons. I say this with confidence as it already exists - it just isn't built by Anet so the accuracy is questionable. But, the technical feasibility is rather trivial given the wonderfull API ANET has created for item parsing. Software development is my business, I am quite certain ANET could create this facility given the obvious talent pool on staff.The Laurel vendors are confusing in the case of Infusions. There is no dedicated tab on the merchants for infusions. They are buried at the bottom of a misc ascended jewlrey tab. There is no clear way to determine the stats of these items without mousing over each one and no clear delineation when they change in core stats. NOthing indicates there are different infusions across the different laurel vendor locations. My point it, it is certainly reasonable that I was mislead despite showing reasonable care when making the purchase. THis is why I was offended by the suggestion that I "Be more careful in the future". Ack!! Of course I am careful with laurels, getting only 1 day makes them very precious. I believe the following analogy is an accurate depiction of the situation. It also happens to be a situation that my cable company resolved in a much different way than ANET Is currently treating the same scenario. My daughter wants to watch Hunger games. She selects it from our "on Demand" cable menu but as we sit down to watch, it turns out she had selected "Hungry games" (a spoof based on the movie). Obviously an honest mistake. Did the cable company tell me, "Be more careful next time" when I asked for a credit? No, of course not. As you, or I, or nearly anyone else would expect - they issued my account a credit. Perhaps if I made a habit of it, they may then tell me enough is enough...but that was not the case. Now, the situation with the INfusion is much, much more clear cut as the mistake was much easier to make. Let me explain using a version of the cable show selection that is closer to what happened to me with the infusion purchase. My daughter looks to select the movie Hunger Games from the On Demand cable menu. There are two folder sin the menu titled "New Movies". This seems odd, but based on a brief review both appear to have all the same movies in them. "Whatever, she says" and starts browsing through the first "new movie" folder in the list. It turns out, the first list is for comedies + new releases and the second list is for "dramas + new releases". Unfortunantly the folders do not explain this - they are confusing in much the same way the GW2 Laurel merchants are confusing. My daughter see's "Hunger games" and selects it. BUT, she is in the comedy+new movies folder even though it is titled only "New Movies" and she has indadvertantly selected "Hungry Games", a comedy. In this second version the cable companies response to my request for a credit is, "Be more careful next time". After following up, the response is "We do not issue credits for mistakes with digital transactions". Does this make sense to you?? How would you feel? If you have read this far, thank you. Regards, Xxxxx xxxx Support Liaison ArenaNet (Guild Wars 2 Support) Mar XX XX:XX Hello xxxx, You are certainly welcome to avail yourself of any agency that you desire. But I would like to share the fact that I handle BBB incidents on behalf of ArenaNet and that makes me very familiar with the process and the outcomes of such complaints. The BBB has never suggested that we reverse our decisions -- not once. The BBB is a wonderful agency, but they are not in a position nor do they desire to require that we issue refunds or alter our processes as their behest or in their service as an advocate for consumers. In each case, the consumer has filed a complaint, I have provided the information that we used to make the disputed decision, and the BBB has found in our favor because our policies and processes are built with care and exercised with reason. I'm not sure what you think you're seeing in the BBB files, but you can see our A+ rating, and you can be assured that we take each case seriously, just as we take each ticket seriously. I simply want to demonstrate that we have very solid ground to stand on in relation to our processes and policies. From what I see in the ticket, you made a purchase with in-game currency and then expressed a desire to get a refund so that you could make a different acquisition. The purchases were not made with exactly the same currencies, and our agent explained that fact and how they differed. It's true that we don't offer an interface that shows you every vendor in the game and how their prices vary. I don't think that would even be possible! Being offered different things from different vendors -- different materials, consumables, items, armor, weapons -- all those are part of experiencing the game. For example, I've found that the armor I bought at one vendor is not as good as that available elsewhere, or perhaps not as good as the armor that drops for me 10 minutes later. (I hate when that happens, but it's part of the game!) I believe you will find the information you request in Section 4.d.vii of our User Agreement: "You acknowledge that Gems are digital material with no cash value, that no interest is paid or earned with respect to Gems, that Gems are not personal property, that the quantity of Gems in Your Account may be increased or decreased by NCSOFT in its sole and absolute discretion for any reason or no reason whatsoever, that You have no right to a refund related to Gems, that there is no right to transfer or exchange Gems, and that NCSOFT may limit Your license to use Gems with respect to any Item, service, Content or time period related thereto. You further acknowledge that additional restrictions related to Gems, as determined in the sole and absolute discretion of NCSOFT, may be applicable if, and when, Gems are made available to You or thereafter. NCSOFT may restrict the award or use of Gems based on Your country of residence or other factors." I hope this information is helpful to you. Regards, Xxxx xxxx Support Liaison ArenaNet Guild Wars 2 Support Team http://support.guildwars2.com/ Mar XX XX:XX I understand. I reviewed the resources you recommend below and the information required does not exist. It is certainly frustrating that you offer a remedy with full knowledge that it cannot provide the information necessary. I will pursue this through the BBB where several similar cases have been resolved. It is clear from reviewing BBB cases that there is a pattern with ANET behavior in this area. Thank you for your response in this matter. Sent from my Windows Phone ________________________________ Support Liaison ArenaNet (Guild Wars 2 Support) Mar XX XX:XX Hello xxxxx I have read your request and we are going to politely decline to gather the various resources that you have requested to be provided to you on an individual basis, for that would neither be reasonable nor necessary. Please visit our website, our Knowledge Base, our Support site, and our official Guild Wars 2 wiki for the information you seek. Regards, Xxx xxxx Support Liaison ArenaNet Guild Wars 2 Support Team http://support.guildwars2.com/ Mar XX XX:XX Hello, I understand your current position. In order to take the advice and recourse provided by your team in this thread, can you please provide me with the following information so that I can, "Be more careful when spending Laurels" when interacting with your digital storefront. Where can I find the Arenanet approved and validated list of all items sold for the GW2 Property?Once you have identified this resource or repository of items for sale, please provided me with the application or interface that allows me to compare and contrast all items listed. Again, please ensure this is an Arenanet approved and validated source as I will assume that you do not vouch for the validity of 3rd party databases or repositories of information.Please provide me with the link to your refund/exchange/return policy for all retail items sold through Arenanet digital transactions.Please provide me with your statements of compliance with California laws for digital retail sales. I am particularly interested in how you meet requirements for as-is sales and notification thereof. As you have previously stated in this thread that my only recourse is essentially "Buyer beware" - "Be more careful", I can only assume that you mean to, or already have, enabled me to achieve this. If there is another manner in which you will create a scenario where I can "Be more careful" please provide me with the details. Thank you in advance, GM xxxxx (Guild Wars 2 Support) Mar XX XX:XX Hello xxx, Thank you for getting back to us. We apologize if any of the previous responses were rude to you. However, it's necessary for us to reiterate that we are unable to exchange infusions as you previously requested. We appreciate your understanding. Regards, GM xxxx Guild Wars 2 Support Team http://support.guildwars2.com/ Mar XX XX:XX If any ANET employee had revived this response when returning an item purchased from a retail store or etailer you would be outraged. On the one hand you treat your game as a digital storefront. Yet your customer service policy for returns harkens back to the worst of the early MMO's. On top of this, the response by a prior GM in this thread was patronizing and rude, " next time be more careful?". How could I? You did not place all of the infusions on one vendor for me to evaluate. Nothing clued me in that there would be a different set with 1 more precision and guard damage for the same 5 laurels. You are repeating a customer service policy without evaluating the situation. Is it really worth destroying a customer relationship over such a trivial return or exchange? Do you value me as a customer so little? Sent from my Windows Phone ________________________________ GM xxxxx (Guild Wars 2 Support) Mar XX XX:XX Hello, Thank you for updating us regarding this issue. While we understand that you would have preferred to receive a different response to your petition, we must reiterate that we are unable to fulfill your request. I am sorry that we could not fulfill you request in this situation, but please let us know if you have any other questions we can address. Regards, GM xxxxx Guild Wars 2 Support Team http://support.guildwars2.com/ Mar XX XX:XX Hello, I am confused by your response. This is a very customary exchanges for goods purchased. I am not asking for anything special. You can refund the purchase ***** and I will surrender the items, or you can exchange the items fir the wvw version and I will pay the difference. I think it is quite clear that the transaction was misleading. How could I know the be does had different selections? If you are still unable to help, I will pursue this claim through the better business bureau. Given the amount of money I ha e spent in your digital store it would seem to be outrageous that you cannot provide a simple refund - even at "store credit" terms. Thank you. Sent from my Windows Phone ________________________________ GM xxxx (Guild Wars 2 Support) Mar XX XX:XX Hello xxxxx, I understand how you might feel about this, but unfortunately the Support Team is not able to make this kind of exchanges. Please be more careful when purchasing items with laurels in the future. Feel free to contact us again if you have any other issues or concerns. Regards, GM xxxxx Guild Wars 2 Support Team http://support.guildwars2.com/ Mar XX XX:XX Hello. Yes, I am now aware of the difference. The 125 badges is trivial..like spending extra pennies for a 100 dollar item. By the time you get to the point where you are buying infusions, 125 extra badges is the same as "no extra cost". At any rate, I have 4 precise infusions ( 5 laurel) that I don't need now that I realize the wvw vendor has the same Infusion that also gives 1% guard dmg for effectively the same cost. Can I get a trade to the wvw Infusions or my laurels back? That is 20 game days worth of laurels I wasted. I have over 2000 badges with nothing to spend them on...that part of the cost is no issue. Heck, I'll pay 500 badges each :D Sent from my Windows Phone ________________________________ GM xxxx (Guild Wars 2 Support) Mar XX XX:XX Hello xxxx, Thank you for your patience, I understand you have bought some "Precise Infusions" from the PvE Laurel merchant. However, there are three types of Precise infusions, each have a different cost and acquisition methods: * Basic Precise Infusion: Sold for 5 Laurels by the Laurel merchant. * Fine Precise Infusion: Can only be created at a Mystic Forge in Lion's Arch, Heart of the Mists or by using a Mystic Forge Conduit or a Mystic Forge Node * Precise WvW Infusion: Sold by the Laurel merchant in World versus World for 5 Laurel and 125 Badges of Honor. There is a difference between the cost of a Basic Precise Infusion and the Precise WvW Infusion, since the World versus World version costs an additional 125 Badges of Honor. I hope that this information will be useful for you. If you have additional questions, please let us know. Regards, GM xxxxxx Guild Wars 2 Support Team http://support.guildwars2.com/ xxxx (Guild Wars 2 Support) Feb XX XX:XX Hi xxxx, Thank you for contacting us. I'm transferring your ticket to a member of the Guild Wars 2 Support Team to further assist you. Someone will be in contact with you as soon as possible Thank you for your patience, Regards, xxxxx Guild Wars 2 Support Team http://support.guildwars2.com/ Feb XX XX:XX Please consider an exchange of infusions for my situation. I purchased 4 +4 precision infusions for 20 laurels when I could have achieved the exact same 50% crit rate by purchasing 3 +5 WvW Precision infusions for 15 Laurels had I known they exists. I do not understand why the vendors sell +4 infusions for the same ***** as +5??? At any rate, laurels are hard to come buy and this was quite an expensive mistake. I truly only need 3 of the +5 Precision infusions. Even if I cannot get my 5 wasted laurels back, it would be fantastic if I could get the +5 versions since I spent the laurels for them. Thanks for your consideration! This email is a service from Guild Wars 2 Support.

Desired Settlement: A refund of the 20 tokens called "laurels" that I mistakenly spent. Or A 1:1 exchange for the digital item "infusions" in question. The items are currently attached to my account. They can be removed or "Returned" with no diminished utility to Anet and I can be given the "better" version I would have purchased had I not been misled by the interface. I am willing to pay the small difference in tokens "Badges" and have more than enough of these tokens to cover the exchange. ANET can acknowledge the deficiency in the interfance, apologize, and place the infusions on their own "Tab" within the vendor and include all available infusion options on each vendor to enable customers such as myself to make an informed purchasing decision.

Business Response: Initial Business Response /* (1000, 5, 2014/03/11) */ Although I believe this issue was resolved privately late evening, I do not want to leave this BBB issue without a response. After Mr. ******* filed this BBB complaint, but before I saw it, I was able to extend an offer to Mr. ******* via his support ticket. We truly were not able to accommodate his exact request, due to technological limitations, but we wanted to try to show our thanks and respect for Mr. *******'s participation in and support of our game with an alternative offer, which he accepted on March 10th. As of this morning, I believe this issue is resolved, but I will leave it to Mr. ******* to formally inform you of that case. Thank you, ***** **** Support Liaison ArenaNet Final Consumer Response /* (2000, 8, 2014/03/12) */ Arenanet has contacted me and provided a resolution to this case that I am happy with. My concerns have been addressed in a customary and professional manner. This case should be considered closed.

3/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Guildwars 2 product doesn't function as it should. it been very unstable as of resent not allowing one to play or use it or even get access to it at all.

Desired Settlement: a better product that work 100% of the time would be nice not the 70% it does now.

Business Response: Initial Business Response /* (1000, 5, 2014/02/20) */ It is not possible to respond to Mr. ******' complaint without more details. This would be accomplished by him discussing the matter through our Support System. With only a few words of description in this complain, I cannot tell if Mr. ****** is having issues with his computer, whether he believes we're having game issues, or whether his connectivity has been affected by recent incidents on the Internet over which we have no control. We would be happy to help this player! Please ask Mr. ****** to visit www.guildwars2.com and then click "Support" at the top of the page. From there, click "Submit a request" and indicate that he requires technical support. The team will review his detailed notes and investigate how we can help him access the game and have a pleasant playing experience. ***** **** Support Liaison ArenaNet

3/3/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I had issued a charge back on a gem purchase in January due to not being familiar with the merchant on my credit card that was charging it. At the time of the charge back I did not know who the merchant was so I had no way of knowing who to contact for it. https://help.guildwars2.com/entries/XXXXXXXX-Guild-Wars-2-Is-Changing-Billing-Platforms I see now that the change listed above is likely the cause that confused me into initiating a charge back since I was not sure who DRI*Arena was. Again this was a charge back done by me but only because I was expecting a charge from NCSOFT like before and not from DRI*Arena which I did not recognize. To add more details I checked my email for purchases and don't see any receipt. Usually if I see something suspicious I look for a receipt and because I could not find anything on the merchant name listed on my credit card I initiated a chargeback.

Desired Settlement: I wish for my account to be returned or for another copy to be given to me.

Business Response: Initial Business Response /* (1000, 5, 2014/02/20) */ As our Payments and Billing team has explained to Mr. ********, his first course of action should have been to contact the merchant or the credit card company for any billing questions. Instead, Mr. ******** immediately turned to a charge-back. We closed accounts involved in charge-backs based both on regulations set forth by our credit transactions services provider as well as the fees that our company sustains when someone files a chargeback. At no time prior to the charge-back process were we contacted about this charge, although we provide our telephone number with each transaction. At this time, Mr. ******** should address any concerns he has to his credit card provider, for they were the company that decided to allow the charge-back rather than referring Mr. ******** to us, as they are supposed to do. (Credit card companies generally insist that a customer contact the seller before the credit card company will issue a refund.) On our side, all we saw was a charge-back, approved by his credit card provider, and we then acted according to policy. We regret the closure of the account, but we cannot breach policy and requirements in order to reinstate the account, nor will we provide Mr. ******** with a free account. I should note that all eligible purchases that Mr. ******** may have made would have been fully refunded to him at the time the account was closed. Final Consumer Response /* (2000, 11, 2014/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2014/02/28) */ I've read Mr. ********'s comments and I like his suggestion. I wish we had been aware that, with a change to a new billing provider, the billing information that appears on credit card statements might appear differently. We then would have been able to post information in our searchable Support Knowledge Base. While I don't know that doing so would have helped Mr. ******** personally, and while I feel that providing a phone number on the statement is the most reasonable means of addressing concerns about any charges, I will suggest that we also include a note about possible changes in credit card entries via the means at our disposal such as the Knowledge Base. I want to thank Mr. ******** for his suggestion! ***** **** Support Liaison ArenaNet

1/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: After attempting to help keep their product safe via reporting I was treating unjustly by their customer service team. Furthermore their forum agents have treated me poorly by targeting me and refusing my requests for reasons why or why my specific posts were targeted.

Desired Settlement: Hand-written, mailed apology letter and a public "oath" video placed on YouTube stating that ArenaNet promises to not target users and that they'll adjust how they conduct themselves in the future.

Business Response: Initial Business Response /* (1000, 5, 2014/01/13) */ First I want to apologize for the length of time it has taken us to respond to this BBB Complaint. With the holidays, the email was misdirected and I saw it for the first time today. I want to make it very clear that neither our Customer Support Team nor our Community Team (which manages our official forums) has targeted or singled out *** ****** in any way. We have asked *** ****** for his cooperation in helping us answer his reports as efficiently and quickly as possible. *** ****** has been asked - as all players are asked -- to use the proper system to alert us to his concerns about character and guild names. Instead of following our instructions, which often enable us to block an inappropriate name within minutes of its report, *** ****** continued for many months to submit dozens of individual support tickets to report names that he felt were offensive, obscene, or otherwise unacceptable. *** ******'s tickets pulled agents away from other responsibilities that would have enabled us to more quickly respond to their issues while, sadly, actually slowing our ability to review potentially objectionable names. This has been explained to *** ****** multiple times by other agents and by myself. We regret if *** ****** was somehow offended by our requests asking him to use the proper reporting system. However, we created a system that provably expedites and improves our ability to deal with offensive names while focusing the support ticket system on other matters, such as account or identify theft, harassment, defrauding issues, access issues, and other serious matters. We will read *** ******'s reports when they are submitted through the in-game reporting system, and will deal with each report as thoroughly and as responsibly as possible. ***** **** Support Liaison ArenaNet Final Consumer Response /* (4200, 11, 2014/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for telling that customer that they should open a support ticket to report a bad guild name when you chastised me for doing the same thing. As none of the original requests have been met this case shall remain open as a testament to the negative business practices of ArenaNet. Final Business Response /* (4000, 9, 2014/01/20) */ First I want to thank *** ****** for using the in-game reporting system. We appreciate his cooperation. As to his continued complaint against our Forums Team, I have communicated with them about this matter and they have provided me with many examples of offensive comments aimed at our company and specific employees. The consistently disrespectful, rude, and denigrating tone of *** ******'s posts has resulted in several post removals and a few infraction points against his account. He currently is serving a "time out" due to his amassed forum infraction points. My Forum team contact shared the following info about *** ******'s forum comments: ***** ****** continues to make rude comments about the staff and continues to be rude and argumentative in his Support Tickets. Normally, some of these could just be considered warnings, but continued infractions for the same things automatically start getting points from our Team. This user was infracted by various moderators, many not even on the same shift. So, his "targeting" claim is invalid. If we were targeting him, he'd have many many more infractions and we'd see a pattern. He had 2 infraction warnings in 2012. In 2013, he went for many months without infractions. He had one in Sept, 1 in October, 1 in November, and 1 in December. He has received 2 infractions in January 2014." If *** ****** continues to abuse staff by calling for their terminations, by accusing them of lying, and by criticizing the policies that he seems unable to uphold, he will again lose his forum privileges. And it's important to note that it IS a privilege to post in our forums, not a right. Forum membership carries specific responsibilities and is governed by the Forums Code of Conduct: https://www.guildwars2.com/en/legal/forum-code-of-conduct/ We stand behind our policies, which are designed to keep the forums and the game a pleasant environment for everyone. And we request that this issue be closed, as we have expended many dozens of hours dealing with *** ******'s unnecessary support tickets and with his infractions and appeals. ***** **** Support Liaison ArenaNet

12/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The company said it will get back to me shortly, but its been several days. I provided all of the information they required as well. I have emailed them back, and still have not gotten a response. So, sadly, I am forced to contact the BBB to get my issue resolved, due to guild wars (arenanet) failing to follow. The URL for their support link is, http://support.guildwars2.com.When I try to log in to the game, from the same computer I've always used, on the same isp I've always had. The log in screen says that its sending me an email verification. I check my email ... wait... wait... and nothing. I try the faq and click here, where it says to click here. Enter in my email, serial code, and character name. When I try to log in after that, it just says its sending me an email verification code ... which it hasn't. I do know its the right email. I have read the faq, and right now I'm just really not happy with gw2.I paid for a service and can not access it and the company is apparently doing nothing to resolve the issue from my perspective. Product_Or_Service: Guild Wars 2 Order_Number: XXXXXXXX Account_Number: *******************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I'd like the issue looked into and resolved, if Arenanet can not look into the issue for whatever reason, I'd like to be refunded, as I can no longer access the service that I paid for.

Business Response: Initial Business Response /* (1000, 5, 2013/12/18) */ I completely understand *** *********'s frustration. However, he should be aware that the non-receipt of e-mails is something we are working on intensely, and it is an issue that we cannot solve on our own. For some reason, certain e-mail providers-and ***** (which *** ********* uses) is the worse-are blocking our inbound mails. They are doing this even if the customer flags our mails as "Not Junk" and in some instances, they are blocking our mails from even appearing in the "Junk" or "Spam" folders, which at least would allow their customer to retrieve it. The mails, in some cases, simply vanish due to filtering systems outside our control. Here is an extensive thread I have been maintaining on our Forums: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/first#postXXXXXXX The thread outlines various things we have learned about this problem, and includes several suggestions. Because of the depth of this issue, response times are longer than normal and we apologize for that. I had a senior agent take a look at this last night, and he removed the authentication on the account so that *** ********* can log in. But I really don't like the fact that there is no authentication on the account, because that is a means of protecting it and obviously *** ********* would like to use the authentication system. So I propose (and I will do so in the ticket, as well) that *** ********* to select a different user name, that is, a different e-mail address to use to log in to the game. He either can create a new e-mail account or use an alternative e-mail account that he already possesses. The issues that we're seeing mostly rest with *************** and the ****** so I recommend avoiding those.If *** ********* decides to use a different user name for Guild Wars 2, he should update his existing support ticket to let our agents know this, and one of them will make the change. At which time *** ********* should be able to receive our authentication e-mails and therefore he can re-enable authentication. (Support can help with that, if needed.) Changing the user name can be permanent or temporary. As soon as the e-mail issues are resolved - and it appears this will take at least a few more weeks, particularly due to the holidays - I will post in the forums with an "all clear." At that time, *** ********* can submit a Support ticket, refer to the current ticket, and request that we return the user name to the one he was using previously. Or he may keep the new e-mail address as his user name. To wrap this up, *** ********* should be able to log into Guild Wars 2, but the authentication system currently is disabled. In order to take advantage of that system, we need to change the user name so that the e-mails involved are not blocked by the e-mail provider. We look forward to hearing from *** ********* as to his preferences concerning his account in the future and at this time consider the BBB issue to be addressed. ***** **** Support Liaison ArenaNet Final Consumer Response /* (2000, 11, 2013/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue with the email service is being worked on and the account is playable again -- Thank you. Final Business Response /* (4000, 9, 2013/12/20) */ Many e-mail providers are getting through, but this new post on our forums might be informative: https://forum-en.guildwars2.com/forum/support/account/Not-Getting-Our-Mails-Yahoo-Gmail-Hotmail-and-more/page/2#postXXXXXXX We are making progress on correcting this issue by reaching out to our e-mail service and the various ISPs that host our players' e-mail accounts to try to resolve this. We fully understand that disabling account authentication is not an optimal solution, but authentication only offers another layer of security, above our game server security and, of course, one's personal security in using unique passwords, protecting account-related personal information, not sharing access to an account, etc. So while removing authentication is not optimal, accounts should remain secure as long as normal security protocols are followed. More info on this can be found in this article: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/ We hope to have this situation rectified in the near future, but in the meantime, I hope that suggestions above will be helpful. ***** **** Support Liaison ArenaNet

12/3/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I recently purchased an armor set with "gems," which is an in-game currency that is either purchase via money or "gold," another in-game currency. I purchased these "gems" with my credit card. I received the product, but failed to "transmute," replacing an item design with the one purchased, due to the complicated nature of the "transmutation" process. I requested that the one item that was lost be repaired (not the entire set) and this was denied due to a claimed refund policy. I have read through their policies and see none that describes my situation. Even though the product purchased was not a physical item, real money was used to complete the transaction and therefore should have some sort of protection that would allow me to recover an item that broke.

Desired Settlement: A repair to the item set that is missing a piece, the leg skin.

Business Response: Final Consumer Response /* (2000, 6, 2013/12/03) */ I have just received a response from the company that was quite cordial and professional. In the letter the representative outlined their policies and clarified the misunderstanding. He was gracious enough to fully repair the item that I damaged and apologized for the inconvenience. All in all I am pleased with the nature of the response, the item was fixed, and how well written/professional the response was.

11/27/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I have had two Guild Wars 2 accounts for almost a year. I purchased mine from ******* and purchased my son's online with my Credit Card. This same card has been used to make "Gem" purchases on MY account through the same online store I purchased his copy of the game. My son was without internet services for a brief period and someone had gained access (hacked) to his email address which contained some pertinent and detailed info on his account, which allowed them to change the associated email address on his game account. Once we figured out he was no longer to access his account, I went to support's site to recover the account. With the info I have, I was able to recover the account. A few days later, I noticed the account had been given BACK to the person that fraudulently stole the account the first time. So I go back to support, and recover the account once again. A few days later, I notice support has changed the access AGAIN. THREE TIMES I had to recover this account. A week later, Anet permanently banned the account. Despite absolute proof that MY credit card was used to purchase this account, they are denying any further support or compensation despite my offering to allow them to permanently ban this account, issue a refund and allow me to purchase a new copy, or provide another account which would eliminate any further security issues related to this. Despite providing proof that there was no misconduct, breach of contract and absolute proof of ownership, their explanation on the banning is as follows: Hello ****, This e-mail is to notify you that the account associated with serial code ******-*****-****-***-******* has been terminated. This action was taken because multiple people contacting the support team were able to provide detailed account-related information in an attempt to verify that they owned the account in question. Once an account enters this stage there is no certain way for us to establish the identity of the actual account owner, nor is there any way to be sure that an ownership dispute will not continue indefinitely. At this point, we must close the account because its integrity has been completely compromised, rendering future support impossible. Due to the depth of analysis prior to the closure of the account, no additional reviews or appeals will be considered. The decision is final. ------------------------------------------- I have full documentation of ALL correspondence on this series of events starting back on 7/23/13 since I submitted all the reports on MY account. Otherwise, they would have removed all access to any support issues related to this account.

Desired Settlement: I would simply like to be able to play Guild Wars 2 online with my son. I have been disabled for several years so I am confined to my home a lot. I understand the security issues related to the hacking of this account and even offered an alternative which included a permanent ban of the account in question, then offer a refund or provide me (or my son)with another account to eliminate the need to involve support repeatedly.

Business Response: Initial Business Response /* (1000, 5, 2013/09/16) */ I reviewed this case with three members of our customer support team. Two agents previously were involved in researching the account. They believed then, and continue to believe, that this account was never "hacked" but was accessed by two individuals, including the person who bought it (the petitioner in this BBB Complaint: *** ******) and the person who played on it for many hours, who may or may not be the person *** ****** calls his son. If there is a third person involved, I am not clear on that at all. The account seems to be going through a circular series of ownership claims between two individuals. The agent who reviewed this today says that judging from the contents of the tickets submitted by the individuals in question, it appears that this case involves personal conflicts. *** ****** refers to his "son" and yet the other person who submitted tickets says only that they lived in the same household at one time and that *** ****** bought him the account as a gift. Naturally, it's impossible for us to know exactly who is what, and what their relationship is to one another, but in the end, the agent who reviewed this today still could find no evidence that the account actually was compromised. While we can see an association between *** ****** and the account in question, since the credit card used to purchase the account is indeed the one used to purchase gems on his own account, the fact remains that *** ****** did not actually play on the account. In a situation like this, where at least two individuals are claiming ownership of the account, when the stories that we are told are equally plausible, and where it is impossible for us to ascertain to whom the account genuinely belongs, we have no choice but to close the account. If there is more information that *** ****** can provide to help clarify this for us, I'll be happy to read it. But at this point, despite numerous contacts, we truly cannot determine the owner of the account, when one made the purchase but another was the sole account player. ***** **** Support Liaison ArenaNet Final Consumer Response /* (4200, 13, 2013/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I created the email address to use with the account, I bought the account with MY credit card, I registered the account and I have even played on it, yet you still insist I do not own it simply because I let my son use it. Not only that, but I also informed you (repeatedly) that the compromised email address contained pertinent account information that would easily allow someone to make false claims that they were the owner of the account. I reclaimed the account THREE times and only when I asked support for assistance in completely securing the account did they come back and issued a "permanent" disabling of the account, but even then, this took TWO MONTHS of dealing with this as well as support screwing up my account as well. Not to mention that when I came to you personally for assistance in resolving this, then when I reply to one post you make, I get permanently banned from the forums while you write your little nasty, rude and slanderous comments on the forum pages. Support continued to repeatedly close tickets asking for answers, completely ignoring me on issues. One ticket asking about the forum ban, which you conveniently ignored here as well, was closed over TWENTY times without any answer whatsoever. Now that you have gone to the new "support system", account holders have no access to any of the old tickets and apparently your entire history of tickets has been removed. Not only that, but now your only form of support is email based. Having been in IT and support positions for some 30+ years, this is an absolute joke of a support system. When I questioned you on the forums, you took it personal, while I was rightfully trying to reclaim what is obviously mine. Essentially, you stole from me. I repeatedly tried asking support to confirm if my current account would be banned for issuing a chargeback on this incident and again, the ticket was repeatedly being closed without an answer. Keep in mind that there are MANY forms of media info regarding Arenanet and Guild Wars 2 that you cannot moderate or delete and I will make use of anything and everything I can find to expose the gross negligence of your support system and business practices. You're not at all eager to resolve this, and I've seen firsthand your arrogant and egotistical attitude towards players on other forums. Despite all this, you still neglected to answer one question, what else could I provide you with that would help verify this is, in fact, MY ACCOUNT? I'll answer for you, NOTHING. Your mind was made up before I ever submitted this BBB report and I offer the following forum post as proof: ***** **** ArenaNet Support Liaison Next Greens Daily Ritual.****: The account was given back to me, as it should have been. No, it was given to you in error, an error that was explained and rectified some time ago. Through more than twenty five (25!) support responses across multiple tickets, and after a full response to a BBB complaint as well (and I just updated that an hour ago), we have tried to explain that although you purchased the account, you gave it to another individual who registered and played on it. The registrant is the account owner, no you. This is not your account and we will not give it to you; we will not give you a new serial code; we will not issue a refund for a year-old account. In your most recent contact, you made rude and threatening comments - and not for the first time. You bought the account, gave it to someone, and are now attempting to reclaim it, as is he. That is not the way things work and due to the complex claims and counterclaims - all of which have some degree of merit but none of which is conclusive - the account has been terminated. This matter truly is closed. ***** **** Support Liaison ArenaNet -------------------------------------------------- This was in response to my post as follows: The account was given back to me, as it should have been. Then support decides to terminate the account after I'd already been using it for a week. Documentation and credit card statements prove this is MY account. Don't appreciate my ticket being deleted. Ticket XXXXXX-XXXXXX is NOT resolved. Unless you consider support terminating the account as a closed issue. I had already explained to them (support) multiple times that someone had gained access to the original email address and I had it changed as a security measure. There were emails on the email account that revealed previous communication and GW2 detailed account info, which I also explained. This is essentially Anet stealing from me and is unacceptable. I agreed to let them terminate the account in lieu of a refund and purchasing a new one, if that was a more viable option, not just take my money and say "*********". If Anet wants to stand on this suspension and not do the right thing, my only recourse will be contacting the credit company and enforcing the 1 year warranty period on my purchase of this game ONLINE with MY credit card. There was no misconduct involved, or breach of contract, so I'm not buying that garbage. I would appreciate a better alternative to this type of action on this account, but as I said, the situation at present is completely unacceptable. My original forum comments were: Ticket: XXXXXX-XXXXXX. Opened 8/26/13. Resolved, closed, then reopened on 9/1 when support changed the email on the account for the 2nd time without prior notification. This makes the third time I'm having to recover this account and it's honestly wearing quite thin on me. The original ticket is XXXXXX-XXXXXX which was opened on 7/23/13, so I've been dealing with this ongoing problem for over a month. Could you or someone please look into this for me and help me resolve this issue permanently? Thanks. EDIT: Support has now changed MY account email instead of the account I opened the ticket for. They're only making this more complicated than it needs to be. My account email needs to be changed back to what it was and the *************** is the one that needed to be changed for my son. EDIT (2): A GM finally responded and corrected the two emails associated with the respective accounts. For now this has been resolved, and hopefully support will not change the email again, forcing me to recover this account for a 4th time. ------------------------------------------------ A support staff should be an asset to a company, not a liability, and all of you could learn some serious customer service skills. Worst I have ever seen in my entire life. Final Business Response /* (4000, 11, 2013/10/17) */ With regret, I do not think it will be possible for us to settle this matter in a form that will satisfy *** ******, despite our eagerness to do so. Once again: The game account in question was closed because two people claimed it, two people could prove ownership, and it was impossible for us to establish the identity of the true owner. Because we allow "gifting" of an account, the person who bought the account is not necessarily considered the "owner" of an account, just as someone who gives a gift to a friend is no longer considered the owner of that gift, once given. *** ****** paid for the account but *** ****** did not register nor play on the account. Another person was given the account, registered it, played on it, but did not pay for it. Both people showed "proof of ownership" to such a degree that we could not decide in favor or one over the other. Please note that we have closed the account. No one - not the buyer nor the person to whom it was given - will be eligible to play on the account now or in the future. We will not give either or both people involved in this dispute a new account for that would not be an appropriate settlement in either a policy or financial sense. We will not reinstate the disputed account because ownership is unclear. And the account, purchased nearly a year ago, is not eligible for refund through our payment system. *** ****** is welcome to seek a refund from his credit card company. If that involves a charge-back, then the credit card that *** ****** used to purchase the account no longer will be accepted by our system. Given *** ******'s avowal never to purchase anything from us again, that seems a moot point. It is therefore *** ******'s decision about whether he chooses to pursue a credit card charge-back and his credit card provider's decision about whether to grant it. ***** **** Support Liaison ArenaNet Consumer Response /* (3000, 19, 2013/11/04) */ Sarah, The issue that has yet to be acknowledged and addressed is the banning of MY account from the official Guild Wars 2 forum participation. Use of the forums is strictly limited to those who have a valid and active game account. I'm going to go back into the ticket and copy/paste info again since it's apparent no one read this. I can understand the ban had there been accumulated "infraction points", but there were none. A complete circumvention of their rules of conduct and guidelines as they defined. Not only that, but they have made an update on forum moderation enforcement that states a first ban is a two week temporary. So I went from ZERO infraction points to a permanent ban. The update states: Martin Kerstein Head of Global Community I want to take a moment to give you an update on how we will enforce part of our forum Code of Conduct in the future. This pertains the part regarding personal attacks against staff members. As we have mentioned in the past, these forums are here to facilitate discussions among yourselves and between you and our developers. We value all constructive feedback, be it positive or not. But we will draw a line when posts include personal attacks on members of the studio (yes, "cleverly" disguised ones as well). Our goal is to have a healthy forum community and provide a place where people can have constructive and respectful conversations and dialogue with our staff members. So from this point forward, everybody who personally attacks a member of the studio will get an immediate 2 week forum suspension on the first violation. Any further attack on studio members will result in a permanent termination of your posting rights. You have been warned. My original complain about forum restriction/ban is HERE: Received a ban on the Guild Wars 2 forums for trying to address an account issue. My only alternative to getting any answers is to submit a support ticket which is repeatedly being closed without any real or legitimate answers. It's been closed now 11 times with no response or answer whatsoever. A complete and permanent forum ban such as the one that has been placed upon my Guild Wars 2 account, would be warranted with what they call "awarded infraction points". To date, my account has had ONE infraction point awarded which was 6-7 months ago. I've yet to determine who initiated the ban but it's ironic it occured immediately after responding to a post from Gaile Gray herself. For simply replying to her post, I got "warning infractions" which do not account for any points and are merely a warning. So basically, you cannot reply to a forum post made by Gaile Gray and the tickets through support are essentially ignored. With support like this, I am not at all surprised there is no toll free or support phone number contact. For review, the following is a post from Mark KatzBach explaining the infraction system which has been circumvented in my case: Mark Katzbach Community Special Operations The infraction system is a simple system. Infractions that do not include points (known as zero-point infractions) serve as friendly reminders to follow the Code of Conduct you agreed to abide by when your account was created. Infractions with points are more serious and start a tally on your account. When that tally reaches a certain threshold of points, a suspension is given. Higher number plateaus result in suspensions of ever-increasing durations, eventually resulting in a permanent ban from the forums. With the exception of banned accounts, infraction points eventually expire. There are a number of reasons we do not list out every detail about the infraction system we have. The main reason is that such knowledge could be used to manipulate the system. Players could abuse their fellow players for X amount of posts and then stop to wait until an infraction point on their account expired before they started in again. Using this manner, a person could avoid any real punishment. The other reason ties into why we don't allow discussion of moderation on the forums, even when the originating request of such a discussion is a genuine desire for knowledge. Believe it or not, some players would use it as bragging rights. Players would push the system to the edge to ensure they got to behave however they wished without facing any consequences. This simply will not be allowed to happen. Rest assured though, it takes far more than a single minor infraction to result in a temporary suspension. It takes even more to have your forum privileges permanently revoked! So how do you avoid getting infractions? It's pretty simple really. Be sure to review the Code of Conduct and follow those rules. If someone violates those rules, rather than doing the same and getting yourself into trouble, simply report the post or thread in question so the Community team can investigate it. It really is as simple as that! If you have any questions or concerns about any forum moderation action taken, please send an email to forums@arena.net. Thanks! Business Response /* (4000, 21, 2013/11/08) */ You will find our Forum Code of Conduct here: https://www.guildwars2.com/en/legal/forum-code-of-conduct/ Mr. Herman's forum account was closed because he was using the account to verbally attack our employees and to argue company decisions. As forewarned in the document cited above,such abuse of the forums is strictly against the rules and can result in account termination. Here are the specific rules that Mr. Herman broke: "Do not engage in personal attacks against forum moderators or ArenaNet staff. You may contact staff directly at forums@arena.net if you wish to discuss a staff member's decision. Please note that abuse of staff members or moderators in forum posts or private messages may result in forum account termination." "Do not debate Customer Support decisions or actions. Threads or posts designed to announce, appeal, or contest your own or another player's suspension or account termination-be it forum or game account-will be removed without notice." "Do not post about locked, deleted, or otherwise moderated threads or posts." This entire issue has been fully addressed by our company at great cost in time and effort and the involvement of more than a dozen employees. The forum account was and will remain closed because it was in repeated violation of the Forum Code of Conduct. The game account was and will remain closed because it was not owned by Mr. Herman. We accept the BBB's previous decision to close this issue, and we request that it be closed yet again. No additional information has been brought forth, and indeed given the wealth of information we have at hand, there is no new information that will alter the decision. The closures of the game and forum account are irreversible. Consumer Response /* (4200, 23, 2013/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1.I came to the forums to request help. 2. Stating facts about the account is not arguing OR abusing staff members. 3. Sending any email to forums@arena.net simply opens up a support ticket and support has to actually forward the info to someone in the forum staff. 4. When you or other forum staff do not want to deal with the issue, you simply ignore it and support closes the ticket. 5. Not one single infraction point was applied to the account. As stated in your forum infraction guidelines, they are accumulated and used to suspend forum access. Your recent update states that "attacks" on any staff member warrants a 2 week SUSPENSION first. Prior to this, you had a whole different set of rules for forum infraction points, which in the entire time I have been playing, have received only one which was at least 10 months ago, and long expired. 6. FACT: YOU banned my forum account because you took it personal. You skipped the entire infraction point process and went straight to a ban. I had received a couple of warnings, but they CLEARLY stated no infraction points were applied. 7. As quoted from Mark Katbach's post on infractions, "Rest assured though, it takes far more than a single minor infraction to result in a temporary suspension. It takes even more to have your forum privileges permanently revoked!" So basically you're a company that makes rules and guidelines, then doesn't follow them, or changes them to suit your needs. There were 3 possible people involved in the forum issue, one of them being you. It doesn't take 12 people to review forums posts or moderate 1-2 posts. Unless you are referring to the game account issue, which I was told by the BBB my complaint could not be a reiteration of issues previously discussed. Since you want to include that in your reply, I will simply tell you that I got my refund on the account and it was obvious to the credit card company that there was a gross negligence on your part in providing what I paid for. It was a "no brainer" for them. Truth of the matter is I stopped wanting the account back and I don't care about the forum suspension. It is well known that many players fear even using the forums or posting due to your heavy moderation and possible suspension or banning of their game accounts. It's far too easy for you to twist a comment into a "personal attack", and I have seen your arrogant attacks on other people in other forums. Bottom line is I didn't lose anything of value, but this complaint will make many others aware of the multitude of problems in dealing with Arenanet. I hope it will encourage others to file well deserved complaints as well. In closing, I'll post the Infraction Point system as outlined by your company for reference, which validates my complaint about the forum ban. From no infraction points to a permanent ban based on your personal attitude, and completely ignoring the entire infraction system. This is blatantly obvious! Mark Katzbach Community Special Operations The infraction system is a simple system. Infractions that do not include points (known as zero-point infractions) serve as friendly reminders to follow the Code of Conduct you agreed to abide by when your account was created. Infractions with points are more serious and start a tally on your account. When that tally reaches a certain threshold of points, a suspension is given. Higher number plateaus result in suspensions of ever-increasing durations, eventually resulting in a permanent ban from the forums. With the exception of banned accounts, infraction points eventually expire. There are a number of reasons we do not list out every detail about the infraction system we have. The main reason is that such knowledge could be used to manipulate the system. Players could abuse their fellow players for X amount of posts and then stop to wait until an infraction point on their account expired before they started in again. Using this manner, a person could avoid any real punishment. The other reason ties into why we don't allow discussion of moderation on the forums, even when the originating request of such a discussion is a genuine desire for knowledge. Believe it or not, some players would use it as bragging rights. Players would push the system to the edge to ensure they got to behave however they wished without facing any consequences. This simply will not be allowed to happen. Rest assured though, it takes far more than a single minor infraction to result in a temporary suspension. It takes even more to have your forum privileges permanently revoked! So how do you avoid getting infractions? It's pretty simple really. Be sure to review the Code of Conduct and follow those rules. If someone violates those rules, rather than doing the same and getting yourself into trouble, simply report the post or thread in question so the Community team can investigate it. It really is as simple as that! If you have any questions or concerns about any forum moderation action taken, please send an email to forums@arena.net. Thanks! Business Response /* (4000, 26, 2013/11/20) */ I have explained with care which rules Mr. Herman breached. The forum account was closed by our forum administration team, not by me. Asserting that I took action on a forum account is absurd, and another example of the personal attacks in which Mr. Herman consistently has engaged. Facts: * I do not have administrative rights on the forums. * I am not able to give forum infractions. * I am not able to close forum accounts. * I was not involved in anything that occurred in relation to Mr. Herman's forum account. * I am simply the spokesperson for the company in this situation and have no personal involvement whatsoever. Certainly I have no emotional involvement in this matter, despites Mr. Herman's multiple accusations of such attachment to the matter. * Mr. Herman's account was closed solely because of his own choices in posting unacceptable, inaccurate, and inflammatory comments about his support case. While the ArenaNet Forum Team may invoke warnings, infractions, and other means at their disposal, the team also is fully justified to close a forum account that is involved in numerous virtually simultaneous breaches of the Code of Conduct. The team is not required to give warnings; they are not required to move through a layered process that continues to give someone voice, when he has proven undeserving of that privilege. At the very core of this matter is the fact that membership in our private forums is a *privilege*, not a right. Participation in our forms may be revoked at any time. The forum account was closed. It will remain closed. That decision belongs solely to our company, and representatives of our company made and will continue to uphold their decision. Consumer Response /* (4200, 28, 2013/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has not resolved anything, just offered up the same rhetoric from previous entries. To be honest, I knew a BBB report/complaint would not accomplish anything other than revealing the truth about Arenanet and Gaile Gray. I hope that others take heed about this company and their representative. Despite what I have said here, the BBB will report that the company made a reasonable effort to resolve this, but as evidenced here, this is far from the case. Despite the fact that I no longer care to use your widely known overzealous moderated forums, you're not fooling anyone but yourself when you claim you had no part in it or that you do not have admin rights in said forums. It is evidenced in your past from all the years I have dealt with you and witnessed firsthand all of your arrogance on various other forums and from other people that have had direct contact with you regarding account problems. You can try to spin this any way you want, but I have seen enough of what you do and the way you act that there's no amount of "sugar coating" anything you say or claim that will ever make me believe you. I've seen you threaten, harass, intimidate and try to bully players in not only your forums, but others as well. It's a well known fact that Arenanet has the worst customer service and Tech Support in the industry, but as long as you hide the facts from NCSoft, you'll get by with it. I feel fortunate that I had a credit card company that stood by me as a consumer and righted a wrong this company has blatantly ignored. I will make a dedicated and conscious effort to expose this company for their negligent actions at every opportunity. If I were the support liaison, I would be asking myself if it was worth all of this trouble and bad publicity.

11/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The game Guild Wars 2 will not let me login, in spite of being able to log in for the past 13 months, I get a error message saying my IP address has changed, but their online solution does not remedy the problem, and ArenaNet will not provide a timely fix to the problem.

Desired Settlement: I want that email authentication taken off my account, seeing as my ip address has never or will ever change as long as I am living at my address or record, and I want a written assurance that my login will be accesible everytime I log in, with no verification nonsense.

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ *** ******* submitted a ticket to our Customer Support Team at 1:22 PM on October 8, 2013. After undertaking security verification to protect his account, our team was able to resolve this issue for him by 2:39 PM that same day. I do not know why *** ******* felt obliged to involve the BBB in the issue but I hope he'll take on board that we offer customer support on a 24-hour basis, 365 days of the year, and that our team will be ready to help him in the future, if he needs assistance. This issue is resolved. ***** **** Support Liaison ArenaNet

10/31/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a game called Guild Wars 2 some time ago and yesterday I was randomly kicked off with no explanation. When I go to log in I recieve an error message stating that the game was shut down due to Botting, extended unattended game play, using macros, or similar behavior. Not only is this untrue but I dont even know what half of that even means or how to do that. I contacted Guild Wars 2 thats supported by ArenaNet and have yet to get a responce. Its now been over a day and I cant even log into the forum section to ask questions to see if im not understanding something or if anyone else is having the same issue

Desired Settlement: Resume Game play with some kind of compensation for the wrongful accusations and the run around or my money back. Here is mp proof of purchase: Order number: XXXXXXXX Order date: 6/24/2012 Guild Wars 2 Digital Deluxe Edition $79.99 Serial Code: *****************************

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ *** *******'s account was observed by an agent within the game clearly, obviously, and unquestionably involved in "botting" activities. Botting involves using a cheat program that, for instance, allows the player to move through the game faster than a normal player, to play the game better, to gain undeserved or expanded rewards, to skip essential content to get rewards more quickly, or to go through the motions in the game without someone being active on the account at all. Cheating of any kind is strictly against the User Agreement and the Rules of Conduct. Our anti-cheating rules are in place to protect the legitimate player, and also to guard against in-game inflation due to the acquisition of ill-gotten goods and items. A few dozen accounts were closed at the same time as that of *** *******. All were using the same cheat program. Their activities all were reported, confirmed visually, and then verified through the in-game data logs. We cannot reinstate this account because it was engaged in disallowed activities and the account itself has been corrupted by such activities. In relation to the demand for a refund, *** ******* purchased the game sixteen months ago, and he is not eligible for a refund at this late date. We regret the closure of any customer's account, but stand behind our User Agreement and our Rules of Conduct in order to protect our game community as a whole. Final Consumer Response /* (2000, 12, 2013/10/31) */ As of 10:27pm on 10/30/2013 I received an apology from the GM saying that they did make a mistake and that there was no finding of wrong doing on my end. I am satisfied with this and willing to drop the issue.

10/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: On October 8 2013 I purchased the game Guild Wars 2 with my personal credit card, several days later I attempt to use the aforementioned product, and I find that for an unknown reason my account has been suspended. Upon contacting ArenaNet's customer service, through a series of emails dating from Oct 17 to Oct 23 I was notified that instead of actually seeking a remedy, ArenaNet's customer service decided that the only action they would take was to close my account because "your purchase attempt met certain criteria indicative of a fraudulent purchase attempt."

Desired Settlement: Either restore my account or give me a refund.

Business Response: Initial Business Response /* (1000, 5, 2013/10/28) */ While we wish that *** ****** had been able to join Guild Wars 2, there were details attached to the credit card that resulted in it being declined. Reviewing the support ticket related to this incident -- XXXXXX-XXXXXX - I confirmed that our normal process was followed. *** ******'s attempted purchase was reviewed prior to its processing, and his credit card never was never charged for the account he attempted to buy. Therefore, no refund is necessary or merited. ***** **** Support Liaison ArenaNet Final Consumer Response /* (2000, 7, 2013/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/21/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Arenanet advertised their gems, which cost real money for services in their game, as 800 for a server transfer. I bought 800 and then was told that the server transfer would cost 1800 gems for many servers. They did not state that anywhere on their advertisement and refuse refunds or honoring a transfer. I am **************** above, asking about the issue and the response linked is the response from a representative. https://forum-en.guildwars2.com/forum/support/account/Preseason-Sale-World-Transfers-no-discount/first#postXXXXXXX I have also emailed them and was told similar stuff, and that they refused to refund. If you would like full copies of the emails please let me know, I'm more than happy to offer it. They have other issues as well, I've heard many people claiming the company will ban people wrongfully and without offering any phone line or support to have it changed, refuse refunds, and thus the person has to go buy the game again, at a normal cost of 60 dollars.

Desired Settlement: Many others may of made the same mistake based on that advertising that I did and May of ended up burnt by it. I would like to see Arenanet forcefully correct their advertising when it is very misleading and they knew of it beforehand according to a representative but did not alter the ad to correctly show information. I simply want my money back personally, but I'm waiting on a call from the bank about doing a charge back. No company should take money then refuse to offer the advertisement. That's very shady business.

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Here is our advertisement about the world transfer: https://www.guildwars2.com/en/news/preseason-sale-world-transfers/ Here is what it says: "Until the day before the inaugural World vs. World Season, we're reducing the prices for moving to a new home server! Transfers to a Medium population world are free, and moving to a High population server has been discounted to just 800 gems - but only until October 17!" Our worlds (that is, game servers) have three different levels of population: Medium, High, and Very High. The population level is listed for each and every game world within the game. *** ****** attempted to transfer to a world with a Very High population server using payment suitable for a transfer to a High population world. Transfers to Very High worlds never were offered at a reduced price, and more importantly, they specifically were not advertised as being offered at a reduced price. The offer is not misleading nor deceptive. I'm sorry that *** ****** did not read the messaging clearly or was confused by the verbiage and as I mentioned in the forum thread *** ****** mentioned, I have stated that I will share feedback about the messaging with our marketing team. Having reviewed the messaging and its expressly-stated content, I want to say that I believe *** ****** should have been given a refund at the time of his request (upon removal of the 800 unspent gems he purchased). I believe that the agent did not do so because he was alarmed by the verbiage in *** ******' ticket, and focused on responding to the (inaccurate) accusations of "false advertisement" without following our policy of fulfilling such a refund request. I have responded to *** ******' support ticket to inform him that we will be happy to give him a refund for the 800 unspent gems (as we will for others who request it). I have also made him aware of our policy about charge-backs which, due to high levels of fraudulent credit card activity, require that we close any game account on which a charge-back is processed, as per our credit card providers and company policy. Hopefully, *** ****** will agree to halt the charge-back process and allow us to refund his money (with the removal of the purchased gems). Again, we will be happy to accommodate his request in this regard, and apologize for our agent's earlier error. ***** **** Support Liaison ArenaNet Final Consumer Response /* (2000, 8, 2013/10/21) */

10/14/2013 Problems with Product/Service | Read Complaint Details
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Complaint: To whom it may concern, Hello, I have repeatedly experienced issues within game play resulting when I would move an Item from one space to another in my bank the item would disappear. I Have contacted many "GM Agents" regarding this issue, I was told at first I was greeted with a negative response after requesting them to fix the issue and replace my items. I kept on insisting that I would like my items back in light of the time that I have spent on obtaining them and how unprofessional it is. After many attempts, I asked to be escalated to a higher manager, two days later my request was left unmet. Finally I was asked my another Service representative to provide specific details about 'One' item from the list. I complied into detail. Three days went by with no response, finally a letter saying it would take more time for an investigation. I have requested information on how it was going, nothing. I asked if anyone was still working on my ticket, nothing. No response for four days. I am incredibly unsatisfied with this service, I would like my stuff back as requested. I am trying with all my might to be as polite as I can.

Desired Settlement: I want my items returned to me. I have spent weeks if not longer worth of hours on obtaining each and every one of them. I will never buy anything from ArenaNet nor ****** again if this is how they do things. That Is my settlement.l

Business Response: Initial Business Response /* (1000, 5, 2013/09/06) */ With any request regarding an item - such as this one that requests that we give the customer several items that allegedly disappeared from his in-game inventory -- it is paramount that we first verify that the customer actually possessed the item. One of our senior staff members reviewed *** **********'s account using our data retention system, which we refer to as "snapshots" of an account. These "snapshots" contain all the information about the account, including acquisition of an item, sales, trades, etc. As one of our supervisors explained on August 29, 2013: "I've done as thorough a review of your account as I can, and I have not been able to find any records of you ever gaining or losing the following items: Carrion Tribal Axe of Rage Berserker's Destroyer Axe Apothecary's Destroyer Sword Berserker's Draconic Pauldrons Valkyrie Destroyer Sword Also, I went so far as to load snapshots of your account that were taken between the dates that you reported having the Destroyer's Sword between June 23rd and August 2nd, but the item is not present in your character inventories, in the mail, or in your account bank on those snapshots. It's not possible for the support team to restore items when we cannot independently verify that a loss occurred." The agent also noted, when I discussed this matter with him, that the account in question does not have a character of sufficient levels to interact with or use the items in question. I will discuss this matter with the supervisor in question on Monday, when he returns to the office. If we are able to change this outcome - which is highly doubtful - we will update *** **********'s ticket. ***** **** Support Liaison ArenaNet Final Consumer Response /* (3000, 7, 2013/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you are able to pull up what you call "snapshots" then you would have noted that I have a level 80, and a guild of friends of which I know in real life that have more then the ability to help me with what ever I need. Those Items in question were obtained by myself over long periods of time so that I would be ready to take on the game. I have dealt with every downside of guild wars 2 Because I love the 2 games and I like where ArenaNet is taking the story. But if the safety of my in game data is not going to be there one day then what serves me the purpose of trying so hard. In fact this is why I came to ArenaNet from Blizzard Entertainment, the inability to secure the players data. I am not a dunce, I know it when I see it. If you can come to no conclusion then so be it. But my respect will be shaken in ArenaNet. Final Business Response /* (4000, 12, 2013/10/01) */ Whenever we can make a decision in favor of a player, we do so. However, several different agents - including a lead and a senior -- have reviewed the data on this case, up to and including pulling direct and full data about the account on various dates and even the accounts with which this one interacted. None of our agents has been able to establish that *** *********** ever possessed the items in question. *** ********** states that he has noted other reports of "disappearing items," but we have not been able to find any game issues that would cause the disappearance of in-game items, despite careful attention to reports. And looking at this critically, the lack of log details points away from any sort of game bug or issue. It's not uncommon for someone to mis-remember the history of an item: To have gained the item on another account; to have sold, salvaged, traded, or given it away; to have acquired another item instead of the one that the player believes s/he possessed; etc. We cannot find any record of this account ever having interacted with the items in question in any sense, so we naturally do not see them being obtained, traded, sold, salvaged, sent to someone else, or received from someone else. The items simply do not exist in our records in relation to this game account or to any game account with which this one interacted. We have had many agents review this case, as recently as today, and we conclude that these items were never associated with the account in question. Because we cannot establish that *** ********** possessed the items at any time, and because we likewise cannot identify a game issue that would prevent the retention of these essential records, we cannot offer any sort of remedy or replacement. Regards, ***** **** Support Liaison ArenaNet

10/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Arenanet customer support team is a fraudulent one. They hide their contact info. Force you to use their proprietary email system to contact them so that they have full and total control of communication. They have taken up to 9 days to respond to a support ticket, all the while servicing other support tickets. In a particular instance of mine, their support agent offered me a resolution upon my reply, I replied immediately, waited 9 days for a response, found out they had a secret forum on their website in which to bring to their attention support tickets outlasting 3 days time, so I had to initialize the contact for the 9 day response, and then I was replied to finally by an agent who rescinded the previous agent's offered solution and then left me with an open ended question, to which I responded immediately and have now gone another 4 days with no response. 14 days in a customer support nightmare over something they could fix quite simply. They implemented a software patch to their game which inadvertently negatively effected my account. They admitted the fault, but refuse to fix it and refuse to reply to support tickets. Any attempt to open a new support ticket and ask to speak with a supervisor is not replied to, just merged to my existing support ticket and ignored. This company falsifies the support they offer by choosing to systematically ignore support tickets. I paid the company money to be a part of their game, customer support is included in what i paid for. They admit their own fault in a support issue i brought to their attention, and then reply to me to offer resolution but never implement it. I can easily estimate 15 or more hours of my own personal time that I've had to put into this issue to which they've admitted fault but refuse to resolve.

Desired Settlement: Resolution with FULL compensation to support incident: XXXXXX-XXXXXX

Business Response: Initial Business Response /* (1000, 5, 2013/09/20) */ First, please be assured that no one has ignored *** *****. He came to us with an unusual situation, and it took time for us to develop and offer an unusual proposed resolution. We took the time out of a desire to "go the extra mile" for this customer. Also, we do not have "secret forums." We have public forums that were available to everyone and are even linked from within our game. www.forum.guildwars2.com. All players are invited to use the forums, although in cases of this nature, the outcome would not be expedited or changed through forum contact. We devised a solution that would fully address *** *****'s concerns while keeping the game economy intact. To explain: There is a finite amount of in-game wealth. If someone asks us for reimbursement of the value of an item, we must see to it that the item or its individual components no longer remain in the game. Leaving items or components in the game while we process a reimbursement would cause in-game inflation. Inflation makes items less and less valuable and that has a negative impact on all players. It is our responsibility to ensure that we take every step possible to prevent inflation from taking place. ArenaNet offered *** ***** a full refund IF he deleted all of a specific type of in-game items. Instead, he went through an in-game process called "salvaging" that broke the items down into components that netted him a considerable amount of in-game wealth. In everyday terms, this would be akin to someone demanding a full refund for a gemstone ring but then removing some of the gems and keeping them. *** ***** claims in his ticket that he salvaged to save time, but deletion takes seconds and that is not a feasible explanation for his actions. Obviously, once *** ***** made the choice to retain the components, it removed the possibility of our offering compensation. *** *****'s current demand is that we assign a support agent to review *** *****'s account, ascertain how much he gained from the salvaging, and then reimburse the balance. This would be incredibly time-consuming and we decline to exhaust hours of an agent's time doing this because it would slow the handling of other legitimate issues and because such effort is entirely unjustified and undeserved, since *** ***** did not fulfill his end of the agreement. At this time, we consider this issue to be closed because the offer that we extended was not acted upon as expressly outlined and we are not able to extend any alternative offers. ***** **** Support Liaison ArenaNet Final Consumer Response /* (4200, 11, 2013/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact that we are now over a full month removed from the day I reported this and Arenanet is incorrectly describing the scenario is very aggravating. I listed a couple hundred identical items for sale in a market called the ************. Arenanet made a global change on 9-3-13 that reconfigured the item I was selling so that it was personalized and therefore unable to be sold to other persons. This flooded the inbox of my ************, and in result flooded my own inventory. When I say flooded, I mean I was literally flooded in hundreds of items both on my in-game person and queued up in my inbox. Being flooded with items effectively prevents you from doing anything in the game. You can't turn on water in your house if your pipes are clogged. In this game, you do not click 'delete' on items. You always 'salvage' or 'sell' items to get rid of them. Never do you 'delete' anything. Delete and salvage are the same word. If you tell me to delete something, I will salvage it. If I tell you to delete something, I expect that you will salvage it. I've played this game 3400+ hours in one year and I played the predecessor game for 8 years, which utilizes essentially the same system. The salvaging of these particular items returns a randomized result from within a table of a few different lesser items. I re-iterate, it is random, and often has a less than favorable return rate. To salvage an item, you're essentially scratching a lotto ticket. In the case of the particular item which I was flooded with, the item itself has a greatly higher value if you sell the item versus salvaging it. To salvage this item is outright insane. The item is coveted, it drives a very strong market in game, and in no circumstance would you ever salvage it. I was forced to salvage the item only because Arenanet's rule change restructured the item. They did not warn me ahead of time that the item would be modified like this. When their change was implemented, their system automatically kicked all my items back to me and flooded me so that I could not play the game, I was forced to salvage the items so that I could function in game again. It was later that night, that I filled out a support ticket with Arenanet. I told them about their game change effect and that I was expecting them to apologize for the poor implementation and refund me. In the timeline of events, this flooding of items that prevented me from being able to play the game, and then the salvaging of said items happened before I contacted Arenanet support, Sept 3rd. They responded, Sept 5th, saying they'd investigate my account. They responded again shortly,Sept 5th, admitting their change did poorly affect me and offered a full refund if I deleted the items....something I had already done. I then responded Sept 5th, 6th, 8th, & 9th with no reply. I opened a new support case on the 9th, which within a day became classified as a 'Duplicate' case in their system; I speculate that someone read my new support ticket asking for a reply and then re-case the ticket as duplicate an attached it to my original ticket...still no response. I was tipped off, by another customer, to a secret forum thread which if you're privy to knowing about, you can can request that any customer support ticket that you have older than 3 days get a quicker response. I post a request there and finally get a response Sept 14th. The response blatantly said they chose to work on other support tickets instead of mine. It asked me to clarify for which items I was requesting reimbursement. It said that if I salvaged instead of discarding, then I could not get a full reimbursement. I responded that I was livid they chose to ignore responding to me. It had been 9 days since they offered to help and I had responded 6 times to finally get them to re-engage. I said that if I couldn't have a full reimbursement that I would accept the original amount minus the salvages' results. Again, they did not respond...not until the 20th after I filed this BBB complaint. I requested they respond 3 more times through their own means before filing my BBB complaint. They admitted fault, offered a fix and then didn't follow through. They pointed out a discrepancy in my explanation of the issue and their own interpretation and I in return accepted a compromise of my original invested amount minus the returns from salvaging and then they refused to respond or follow through a second time. In Arenanet's response on this BBB complaint, the offer of a refund to me was described as 'generous' and 'extraordinary' but all I was asking for was exactly what I had invested and then had wrongfully taken away from me. The in-game currency takes real-life time to accrue. It was wiped out by an inadvertent mistake their coding team made when implementing a game change. I used the only means available to me to get help in game, the Arena support system. There is no excuse for offering a customer a solution to an issue and then ignoring them 9 days at a time. The game Arenanet hosts is a source of leisure in my daily life. The ability to enjoy it has been taken away by a customer support team that claimed to investigate my issue, offered me a retrospectively infeasible solution, refused to talk to me so that they could move on to other people. Final Business Response /* (4000, 13, 2013/10/09) */ Our decision is final. *** ***** is not eligible for the remedy that we initially offered because he took steps of his own that already fully addressed his complaints. I believe that the BBB is being bombarded with paragraphs of comments -- many of them provably untrue -- in an attempt to try to justify continued, unreasonable demands. The matter is simple: *** ***** received compensation for his items (through salvaging them) at a fair level, approximately equal to or possibly exceeding what he would have received via the initial offer made by our agent. He was not impeded from playing. He was not negatively impacted by the game design changes. I point to my previous reply, where I pointed out that it's not reasonable for a customer to keep an item while also receiving a refund for it. In this case, we owed nothing. In this case, we owe nothing. We have expended dozens of hours on this matter and the outcome will not change. We will not provide *** ***** with free in-game items in excess of that to which he is entitled, and which he already has received. ***** **** Support Liaison ArenaNet

10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I left the country for a trip to come back and find out my account with around $1,000 put in had been banned for use of 3rd party program. Went through their claim process to basically receive an answer of "Too bad, buy another game and start over".

Desired Settlement: Whatever is fair. I see it as either my account reinstated or money returned.

Business Response: Initial Business Response /* (1000, 5, 2013/09/23) */ First, I want to say how much we appreciated *** *********** support of Guild Wars 2 through his purchase of the game and through purchases made in our Gem Store. Unfortunately, however, we were forced to terminate the account because it was found to have been involved in cheating within the game. Reinstating the account is not a reasonable outcome for this situation. Our policy, as outlined in the User Agreement and the Rules of Conduct (https://www.guildwars2.com/en/legal/) - which is accepted upon the creation of an account - is to close accounts that are used to derive undeserved rewards through cheating or exploitation of the game. *** ******** claims that someone else discovered that the account was running, unmonitored, on a computer gaming café in a foreign country; that the unknown individual then researched, located, and downloaded cheat programs from the Internet onto that public computer; and that he or she then used the game account and cheat programs to derive undeserved in-game rewards. Frankly, that concept strains credibility. Ultimately, the owner of the account is responsible for its security, so we will not reinstate an account because someone makes such a claim. Giving a refund is not possible or reasonable, since we do not give refunds for purchases beyond 180 days, as per our partners' policies, and we do not refund purchases that were already spent in the game. In response to *** *********** appeal our agents responded, in depth and with careful explanations, more than a dozen times three months ago, when our discussions about this matter took place. Ten different people have reviewed this situation and provided input on the account; all concurred on the decision. The response will not change, nor the outcome differ, now, three months later. Our policies are designed to prevent damage to the in-game economy, and to ensure that Guild Wars 2 is fair for every player. To that end, the account will remain closed and a refund will not be granted. ***** **** Support Liaison ArenaNet Final Consumer Response /* (2000, 11, 2013/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2013/09/27) */ After another extensive review of the case, we can only state, again, that the account was noted and flagged for exploitation. That, coupled with access through a questionable proxy, indicates that things are not completely above board in relation to the account and its activities. However, we are willing to make an exception in this case, and have reinstated the account knowing that *** ******** has a clear and certain understanding that any further questionable activities of any kind will result in account closure and no amount or type of appeal will prompt the reinstatement of the account. ***** **** Support Liaison ArenaNet

9/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ArenaNet produces an online video game called Guild Wars 2. Recently, the company ran a promotion with the following components: Users can purchase an in-game item for real-world cash ("Black Lion Chests" and Keys to unlock them). These items have a chance to produce a "Black Lion Token". ArenaNet was running a promotion during which a user could exchange one of these tokens for another, otherwise unavailable item. After the promotion period the cost would rise to 5 tokens. On the last day of the promotion, ArenaNet shut down their servers for several hours without issuing prior notification to users. During this time users were not able to access the game and redeem tokens at the promotional rate. After the servers came back online, the price had risen to 5 tokens.

Desired Settlement: At the time of the shut down I had 3 tokens that I was not able to exchange. I would like to either: a.) exchange the three tokens for three of the items, of my choice, or b.) be awarded enough tokens to purchase the three items at the current price of 5 tokens (a total of 12 tokens awarded to complement my three). Thank you.

Business Response: Initial Business Response /* (1000, 5, 2013/08/12) */ I have reviewed *** ********' claim. His assertion that the servers were "shut down without issuing prior notification to users" is completely inaccurate. Firrst, we forewarned players on July 23, 2013 that the accelerated exchange system would end on August 5, 2013: https://forum-en.guildwars2.com/forum/info/updates/Game-Update-Notes-July-23rd-2013. Please note that the server maintenance period occurred on August 6, 2013, after the expiration of the special offer. We also gave advance notice well in advance of the server maintenance period on our official forums. Here is a link to that announcement: https://forum-en.guildwars2.com/forum/info/news/Server-Maintenance-August-6th-12AM-PDT-07-01-UTC-09-01-CEST In addition, we forewarned players of the server maintenance in the game itself in advance of the maintenance period. We therefore decline *** ********' request to give him free in-game items. With adequate warnings in place, it was incumbent on *** ******** to make exchanges during the period when the offer was valid and we are unable to neither extend the exchange period nor offer free items. ***** **** Support Liaison ArenaNet Final Consumer Response /* (3000, 7, 2013/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) From the first forum post mentioned above: "Aetherblade weapon skins have been added to the Black Lion Weapon Specialist. For two weeks only, Aetherblade weapon skins cost only one Black Lion Claim Ticket! After August 5, Aetherblade weapon skins will cost their regular price of 5 Black Lion Claim Tickets. All Aetherblade weapon skins *are soulbound on use and can be traded until used." "After August 5", which I take to mean August 6. There was no time zone specified (at least in that particular post) for the end of the promotion. The second post mentioned above regarding the server shutdown was posted for all intents and purposes the same day as the shutdown, which I would be hard pressed to consider 'well in advance' for anyone other than those who check the forums or reddit or twitter or whatever constantly each day, or even once each day, which is unreasonable given the non-routine nature of the event. It is possible to be in a time zone where it is August 5 while the shutdown is occurring on August 6. And because this is a worldwide service in which players interact in real time, it is not unreasonable to believe 'After August 5' applies to everyone, since no specific time zone was specified for the promotion. But it was not my intent to argue about time (or anything, for that matter). I'm not requesting free items, I'm asking for the opportunity to exchange items that I had (and currently have) for their counterparts at the rate advertised, having missed the opportunity to do so because of apparently vague wording and information that had to be 'dug up' out of a forum, so to speak, in order to be aware of it. I am not trying to take advantage of anything for unfair personal gain, I am asking for what is (in my opinion) a simple customer service resolution that gives me no advantage whatsoever over other users or diminishes the challenge or playability of the game itself, or has any impact on my ability or desire to continue to pay for services available in the game. Final Business Response /* (4000, 9, 2013/09/10) */ We are not able to offer *** ******** the free items (tokens) he has requested. Are we have explained, we gave a good deal of advance notice of the exchange period through multiple forms of media, including in-game messaging, and we likewise messaged about the server maintenance in advance of its start. The server maintenance started two hours into August 6th in *** ********' time zone, so there was no issue with an overlap of the promotion that ended on August 5th. The entire intention of the advance notice and of the extended exchange period was to ensure that players had plenty of time to make their exchanges. Unfortunately, *** ******** failed to make the exchange in the generous and well-advertised time period allocated for that process. Just as a department store will not offer sale pricing after a sale has ended, out to fairness to our community as a whole, we also decline to give *** ******** special pricing or free items because (1) the exchange period was well advertised, (2) he had time - two weeks -- to make the exchange, and (3) the exchange period has ended. ***** **** Support Liaison ArenaNet

9/27/2013 Problems with Product/Service | Read Complaint Details
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Complaint: This is involving incident Complaint ************** (The number provided by their ticketing service) On Monday September 23, 2013 @ 8:30am, I was provided a link to upgrade the Authorization Email service for their game, Guild Wars 2. I was instructed, by Email, to click on a link, to further authorize my account. In doing so, I was taken to their website and asked to verify my email account by clicking on another link that would be sent to me shortly. After waiting, I received no email and no link to click on. In following the instruction provided by Arena Net, in an Arena Net email, my account became locked, providing no access to their support forums or the game itself. I have opened a ticket, per their site rules (There is NO other way to contact Arena Net. Your only option is to submit a ticket and wait apparently.) and have been met with nothing but problems. I was first told it was an issue with their system earlier, but I should be fine now. That was not the case. I was later told that my issue was being escalated. After it was escalated, I was told I had three options. The problem was 2 of the options were not available (Even though this Customer Service Rep gave them to me, KNOWING that I could not use them.) and the third was to reset everything. I provided their Customer Service with Screenshots of the account in question, using a Master Account with NC Soft, and gave various Emails, to use to fix the account, and even a phone number to contact me at. I was met with yet another email stating that the account, again, should be reset and they would need permission to do so. I gave permission to do so, have provided a ton of information to this company, and yet nothing is done to resolve this issue. All the keep doing is REFUSING to contact me other then by way of a ticket system. This in turn has turned an ordeal that could have been fixed by a phone call, into a few days wait an counting problem. Their correspondence is with questions, and gives the complainant a false hope that they are currently working on your issue. The reality is, they are only working on it when they get BACK to your ticket, which is in by no way a timely manner. I have money invested in this game, and currently on the account in question. Their refusal to fix this problem in a timely manner, and randomness in communications seeking information, is beyond what any paying customer should deal with. Based off an employee that is representing their company, ***** ****, the following statement was made: "The fact that we do not offer wide-spread phone support is not related to costs so much as efficiency. We have agents working around the clock, 24/7/365. It wouldn't be feasible to offer phone support on that same level from both a cost standpoint as well as a use standpoint. (The volume of calls falls off at 5:00 AM :D) The efficiency point I'm trying to make is that you can submit a ticket at any time and it will be read, escalated, reviewed, referred, queued, - whatever it requires - more quickly than a single phone call would allow. Plus, we found that where we could address an issue in X minutes, it took two or three times that long on a phone call." This is off ANET's Offical Guild Wars 2 forum, under "Guildwars 2 Live Support or phone number" Per Their own Representative / Employees comment, my issue should have been resolved promptly, or within a day (Being generous on this) and not days later. Either their comments on their site need to be edited, or they follow their own rules and procedures as posted. As of this writing, this issue HAS NOT been fixed. Should it be fixed prior to this being submitted, I will retract what I have posted, and will update what was done, in what manner, and my satisfaction on this issue and resolution.

Desired Settlement: I am asking for access to my account, as I had prior to this issue brought upon by Arena Net, or a return of Cash / Credit for the cost of Gem Cards Purchased and paid for, and the cost of the Digital Deluxe Edition of the game. Due to their service causing the issue of my ability to use the account, as paid for, I should not be held liable for an error on their behalf. I would seriously rather have my account back, as it was (The way it was logged out, with everything on it as it was.) Should ANET not feel the need to address the issue, then a return of funds is what I am requesting.

Business Response: Initial Business Response /* (1000, 6, 2013/09/26) */ I reviewed this ticket and found that it was in the queue awaiting review by a senior agent. The e-mail authentication on the account was disabled this afternoon and there should be no impediment to *** ****** accessing his account now. ***** **** Support Liaison ArenaNet Final Consumer Response /* (2000, 8, 2013/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am regretfully sorry that this issue had to be brought up with the BBB, however I hope that the issue has shed light on the current situation with their Customer Service and comments about how individual issues are handled. I understand the wait for a Senior Agent to look at the issue at hand, however, I was told that on Monday, and was responded to, by what I believed was the person handling the escalation, as I was informed by in Email. I appreciate the time and help in this matter, and am pleased to say that there was a resolution.

9/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Customer ******* ******** via CSS Web 08/22/2013 04:13 PM My boyfriend, a friend of ours, and myself had our accounts banned last night. We do not do anything against the rules. Only reason I can see this mistake happening is maybe because of our common user names and playing together 90% of the time. Maybe this looks reportable - I do not know but I do know that we are real people and that we are not doing any sort of "botting". Please reinstate my account. My boyfriend will be dealing with his account and the one we bought for our friend not long ago. Thank you. ////////////////////////////////////////////////// Response ******* via Email 08/22/2013 07:53 PM Hello *******, Your Guild Wars 2 account has been closed for using an illegal third-party program. I want you to know that we take great care when analyzing accounts prior to termination. NCsoft support staff is both diligent and conservative in determining which accounts are using these programs, and we only terminate an account only after we are able to prove beyond a reasonable doubt that such use has occurred. For additional information, please visit the following links for the Rules of Conduct, the User Agreement, and the Conduct Breaches & Outcomes: https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/ https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/ https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/ Regards, ** **** Guild Wars 2 Support Team http://support.guildwars2.com ////////////////////////////////////////////////// Customer ******* ******** via CSS Web 08/22/2013 09:51 PM "Your Guild Wars 2 account has been closed for using an illegal third-party program." This accusation is 'false' and incorrect and the same copied an pasted answer my boyfriend got. I would at the very least expect common courtesy and respect as you would except and have received from us. I understand you are busy but I also understand that this is your job as much as you should understand that our 1000's of hours of play are not just 'accounts'... these are virtual lives, real life time, real life money, and real life relationships... that you are affecting... with JUST a copy and pasted reply. Please show us the common courtesy that we've shown you and decency to at least humor us with your actual reply. Now... this is personal as well as an in-game issue. Everyone I am in contact with is very unhappy with the 'generic' treatment we've been given. Please reconsider your reply and actions. Thank You. *** ////////////////////////////////////////////////// Response ***** ** via Email 08/23/2013 11:29 AM Hello *******, The decision to terminate the account is final. This decision has been thoroughly reviewed by our team, and we maintain absolute confidence in our conclusion. The account will remain permanently closed and is not eligible for reactivation under any circumstances. Sincerely, ** ****** Guild Wars 2 Support Team http://support.guildwars2.com ////////////////////////////////////////////////// Generic insensitive replies... couldn't even humor me with a 2min actual reply. Just strip me of the account and be done with me - the end. To me this is highly unacceptable customer service and or practice. Thank you BBB for looking into my case, *******.

Desired Settlement: Account Reinstatement.

Business Response: Initial Business Response /* (1000, 5, 2013/09/06) */ We received this issue based on an appeal filed in our Ticket No. ************* (the contents of which was included in the BBB complaint). This, in addition to two other appeals involving accounts for *** ******** and her boyfriend and daughter. Our response as of August 26, 2013 - prior to our receipt of this BBB complaint -- was as follows: "While our investigation points to the fact that your account was involved in a violation, we are going to extend leniency to you on a one-time basis. We have reinstated your account and you may rejoin the game now." This decision in no way reflects an error on our part, or a "false positive" for cheating. Instead, our decision in these cases was a generous "second chance" outcome. If these three players play the game in the future without cheating, they will be fine. If they are detected cheating in the future, the accounts will be terminated and no amount of appeals, through any means, will result in reinstatement. ***** **** Support Liaison ArenaNet

9/23/2013 Problems with Product/Service | Read Complaint Details
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Complaint: in game was deleted by the game, not myself. did not get what i paid for.

Desired Settlement: I want the item sent back, or my money refunded.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/06) */ This issue came to us on August 26 on our Ticket No. XXXXXX-XXXXXX. It was fully resolved on August 28th, a week before we received the BBB complaint. (This implies no criticism of the BBB, but simply the fact that it's always best to continue a discussion with the company in question and allow them time to resolve an issue, rather than wasting the valuable resources of the BBB on issues that in many case already have been resolved.) Where initially an agent believed that we were unable to issue a reimbursement in the instance of *** **********'s losing his in-game item, a second review of the incident proved that we could do so. We issued a full reimbursement of the relevant in-game currency on August 28. Therefore, this issue is resolved and I'm sure *** ********** will agree he is fully satisfied with the outcome. ***** **** Support Liaison ArenaNet

9/20/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I have requested a refund or transfer of funds deposited on an account previously used by me but owned by another I have submitted trouble tickets to ArenaNet requesting return of the account,transfer of in game funds ("gems") or a closure of this game account. None of these were done for me. Their response to me was this: "If someone using a shared account, purchase Gems, loses, mistakenly trades, sells an item belonging to another player on the account, we cannot become involved. If someone using a shared account resets the password to disallow access by others sharing the account, we are not able to step in to solve the problem. And if someone allows a non-family member to also access the account, again we cannot intervene. Most importantly, two members are not able to play with one another if they were using a single shared account. In that way, we are unable to perform any actions on this account, this includes but is not limited to unlinking the original Guild Wars. Also are unable to transfer Gems between accounts." I have posted a message to their official forums regarding the lack of action on their part. My post was deleted and I was sanctioned for this.

Desired Settlement: Account in question restored to my control, or a merging of my old account with one which I have newly purchased. Refund in the amount of unspent in game funds deposited in my newly made account.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/02) */ Account sharing is strictly prohibited by our User Agreement, as is reselling a used account or giving it to another person. This policy is immutable, as we do not charge a monthly fee (as is common with many other games) and our business model will not sustain resales, sharing, or the passing along of game accounts. Our User Agreement can be found on this link: https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/ It is unfortunate that *** ******* made purchases in relation to a game account that did not belong to him. However, as our Support Team has explained, we will not move, replace, or refund the gems that *** ******* used in breach of the User Agreement, nor will we give him access to an account that he does not own. ***** **** Support Liaison ArenaNet Consumer's Final Response /* (-5, 8, 2013/08/15) */ ArenaNet continues to allow access to my likeness, and my characters. As of 8/15/2013 at 10:42 AM, someone by the name of ************ is online under the shared account. ArenaNet has not punished this person for account sharing according to the EULA. Business' Final Response /* (4000, 10, 2013/08/28) */ *** ******* is-by his own admission-not the owner of the account in question. We will review his report, as we do every report, but because he is not the owner of the account, we will not take action simply upon his request. As already explained, we are not able to offer a refund because, again, the request is not coming from the account owner. ***** **** Support Liaison ArenaNet

9/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I have been playing Guild Wars 2 since the beta period. Recently I discovered and starting using a program that's use was against the terms of service. My account was terminated without warning or appeal and I was denied access to the several hundred dollars of digital goods that I had purchased. Contacting Arenanet support I confessed to my use of the program and turned over the details of my use and asked for appeal. I was told that no appeal would be heard and that I was expected to purchase a new copy of the game in order to play, forfeiting any progress or purchases I had made. When I pointed out that account termination was a harsh penalty for a violation of the terms of services, one they do not exercise for those who use hate speech in violation of the terms of service, they told me they would close any further tickets without comment. Areananet will only accept support requests through email and a refusal to do more than quote terms of service is tantamount to refusing to provide service. I have been provided no evidence that my actions impacted the game in a negative manner and have been given no explanation why my violation deserved the harshest penalty available short of the expectation that I would buy another copy of the game to continue playing.

Desired Settlement: I would like my account reinstated so that I may access my digital goods and continue playing.

Business Response: Initial Business Response /* (1000, 5, 2013/07/16) */ Our game hosts millions of players, each of whom accepts the Guild Wars 2 User Agreement https://www.guildwars2.com/en/legal/guild-wars-2-user-agreement/ and the Rules of Conduct: https://www.guildwars2.com/en/legal/guild-wars-2-rules-of-conduct/. These documents are explained in clear language in our Conduct Breaches and Outcomes document: https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/ I don't think I need to quote the relevant passages here, because every game has prohibitions against cheating. And that is what *** ***** did and admitted he did, after first saying he did not cheat and then saying his account was hacked and someone else used it to cheat. *** ***** are submitted multiple support tickets. He has abused our Fraud Hotline to call to ask for account reinstatement (for something that obviously had nothing whatsoever to do with fraud) but seems now to understand that we will not be responding to further calls or ticket about his appeal. While I understand *** ***** would like a different response, we will not reinstate the account because it was used for cheating, and because the use of the cheats may have resulted in unearned achievements, ill-gotten gains, or other benefits from the cheat itself. Our agents have made it clear that if *** ***** wishes to have a clean slate, he will need to start a new account, play through the game fairly, and never engage in the use of cheats. In other words, we have not black-listed *** *****, we have simply terminated the cheated account and we will not reconsider that appropriate action. ***** **** Support Liaison ArenaNet Final Consumer Response /* (4200, 11, 2013/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm sorry for try to be clear and inclusive of the facts. Here are some points that your message leaves out: 1. Your policy is not universal and your systems of detecting cheating are not perfectly accurate 2. In other complaints you have been reinstating accounts of users caught by your system. I presume they may not have been exactly truthful about their activities, which must have been my mistake. 3. You policy covers punishment for people who use verbal abuse against other players and treats them with a much softer hand. They get warnings and temporary suspensions. I did not. Why is what I was doing worse? Still no answer about that from your company. Pretty telling, and I would guess the real source of your anger. 4. Perhaps the reason I have been so vocal about this issue is that I deeply care about my very personal line up of characters, my financial investment in the game and the game itself? My personal investment being hundreds of dollars, much of which spent on items I have not even gotten a chance to use yet in game yet! 5. Your support system is so deeply obtuse that you have to know about it by now. Even the reps on the phone at your parent company know that people have trouble getting support from you. Stop blaming me for trying to get my voice heard, I can't be the only one wronged by this system. I don't know if you're trying to save money by doing it all email and completely formulaic, but its only distancing you from your customers and making the process of getting support harder. 6. Starting a new account as you have suggested would be turning my back on hundreds of dollars and months of time spent building characters. It also leaves those characters unable to be recreated because the names are taken and the specific equipment no longer attainable. I had bonuses from buying the game early and participating in events that are complete. In short, your middle ground solution isn't one and goes against the very idea of a middle ground solution. If you're going to just take my money I at least wish you'd be forth coming about that instead of wrapping yourself in the flag of policy and pretending like your system is so fair and just. I used a program to harmlessly interact with the game client running on my own machine and teleport my characters around the starting areas of the game. I did not use it competitively, or to slight other players and I suggest that you have no evidence otherwise. I think its ridiculous that you would accuse me of some grave harm to the game, so grave that my account must be forever banned, but you fail to be forthcoming with more than pointing you finger and yelling "Cheater!". That's very astute of you considering I said as much in the beginning expecting that perhaps you cared about honestly and would be understanding. My bad. It seems that by lying I would have had a much better chance of getting my account reinstated. To top it all off it appears from the chatter online and your support responses on this issue that your company still has not successfully blocked the exploit that is being used to do exactly what I did. How old is that exploit now? It's been around in one form or another since beta as far as I know, functioning more or less exactly as it says on the tin despite your companies efforts. I'm not interested in using it again, I learned my lesson, but you can't seriously stand next to your policy and not say that its harsh edge is a response to your companies own failings, can you? Look, I'm a human being that makes mistakes. When its pointed out to me I like to make right by them. But I also understand that a simple mistake like I made doesn't deserve this type of harsh punishment. I'm sorry you've been wrapped up in the issue and that it has gone on so long, but what do you expect to happen at this point? I think my middle ground solution is more than fair. If you don't like it then let's call this dispute done and I can move on to my next effort. But I really don't see why you want to keep this going if you hate my writing so much. I also hope you respond soon as I think I have shown that I still care enough about the issue to be prompt in my responses, even if I'm not getting paid to do this and have my own support system to maintain. Also, way to use "prevarication". I honestly love that word, even if it doesn't apply exactly. I have to extrapolate the truth because your communication is intentionally light on facts and details. You also might want to watch how you throw that around when you start mixing up the order of events. Final Business Response /* (4000, 9, 2013/08/28) */ In all the nearly 1,500 words of just this one ***** ***** response, I see prevarication, dismissal of policy, untruths about our processes and policies, irrelevant comparisons, attempted minimalizing of the issue, pleas for special treatment, demands for proof that said special treatment will not result in direct benefit (when the facts speak for themselves and already have been explained), and an alleged "middle ground" offer that consists of us setting aside our universal policy and of letting this individual benefit from admitted cheating. This complaint is just one point of contact. As previously mentioned, ***** ***** has abused our fraud hotline to try to get special attention to his pleas, and he has submitted half a dozen tickets that contain perhaps as many as ten thousand words or more! This is a costly matter for our company, and all the pleas were sent by someone who breached the User Agreement, cheated in our game, and rightfully had the cheated account terminated. As succinctly as possible: We have offered the only acceptable middle ground possible: The player may start again on a new account and unless he breaches the User Agreement or the Rules of Conduct again, we will not take action on that new account. However, under NO circumstances will we reinstate his closed account because it was used to cheat and it derived direct and lasting benefit from that cheating. Our answer on this is immutable, through six extensive support tickets over three months and through this very voluminous BBB complaint. I request that the BBB please put this complaint to rest to allow our support team, and myself, to focus on customers who need and deserve our assistance. ***** **** Support Liaison ArenaNet

8/28/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The company permanently banned my account without warning of any kind. When I attempt to log into the account, a terse message tells me I have participated in a particular forbidden activity, which could not be further from the truth. It has been 12 hours with no response, but based on another recent complaint here, which over a week to resolve, I thought I'd better get started. A similarity between my complaint and the previous one is that I had made a legitimate purchase from the game's trading post less than 24-hours prior to the account closure. In no way have I ever participated in the sort of activity of which I am accused. I understand that the company wants to keep the riff-raff out, but this shoot first, sort it out days later approach is simply not fair to players.

Desired Settlement: Reinstatement of my account. If they want to give me something for pain and suffering, I wouldn't say no.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/12) */ I have reviewed this incident. Mr. *********'s account was reinstated on August 4, which was less than 48 hours after the incident that prompted the account closure and 8 days before ArenaNet received this notification of complaint. Looking at the account logs it appears that Mr. ********* has been able to access the account since it was reinstated. However, I have a concern about the security of this account. I believe that the agent who handled this incident may not have identified that the account was in fact compromised. A compromise appears to be confirmed by in-game logs that show someone on the account was advertising gold for sale and that the account was accessed from another country. I want to emphasize that this compromise incident occurred outside of our systems and involved a security breach over which we have and would have had no control. This is a personal security breach. Most likely an unauthorized third party acquired the account credentials because the credentials (such as the password) were used on another website, as explained in this article on account security: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/ Although Mr. ********* is able to access the account now, I would strongly encourage him to immediately change the account password to a new, unique password used only for Guild Wars 2. Our concern is that the person who initially compromised the account may have retained the account credentials that allowed him to steal the account, and he or she may do that again in the future. With a password reset, the account will be more secure against compromise. ***** **** Support Liaison ArenaNet

8/28/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Arenanet, the developer of a video game called "Guild Wars 2", which is an massively multiplayer online role playing game, has removed access to services paid for. Earlier this year I paid an estimated $50 for access to their servers, in addition to the game client. I have had uninterrupted service since the purchase of their services. In addition, since the purchase I have paid Arenanet/NCSoft an approximate amount of $100-$150 for an in-game currency called "Gems". As of today (8/3/2013) at approximately 8PM PST my access to their services were permanently removed for an accused name violation. Per the Guild Wars 2 polices, a first-offense name violation does not warrant a permanently removal of services. In addition, to the best of my knowledge I have not violated any naming conventions. The names I have used on many online services, including **********************s "World of Warcraft", and since I purchased service access to "Guild Wars 2". I have been denied access to services paid for, and request restoration of a policy violation that has occurred on the provider's end.

Desired Settlement: A full restoration of services paid for as well as compensation for denial of service.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/12) */ Mr. ******** pursued this matter via many means, including writing the president and several other executives and senior members of the company, posting Private messages on our forums, contacting a member of our development team, and much more, in addition to this BBB Complaint. At the end of the day, Mr. ********'s account was never permanently terminated. Mr. ********'s account was temporarily suspended for his use - for the second time -- of what an agent believed to be an offensive name. The agent acted in accordance with our Naming Policy: https://www.guildwars2.com/en/legal/guild-wars-2-naming-policy/ Upon review, while the first name he used was indeed unacceptable, we decided to allow the second name. At that time, the suspension was lifted. In the end, I believe this incident was resolved to Mr. ********'s satisfaction, as his letter to senior staff at ArenaNet, dated 4 August 2013, states: "It appears my name change has been reversed, and my account has been restored. While I'm still upset about the situation, I am impressed on how it was handled, as well as how you personally responded. I wanted to thank you for your help. and let you know my faith in ArenaNet has been restored." I believe this BBB Complaint can be closed as resolved. ***** **** Support Liaison ArenaNet

8/7/2013 Problems with Product/Service | Read Complaint Details
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Complaint: To whom it may concern: I purchased the Guild Wars 2 game from Arena Net. I registered my account and went through their authentication process. Shortly after the game was released, Arena Net had a security issue that resulted in thousands of accounts being hacked, one of those accounts was mine. I have been working with Arena Net since November of 2012 to try and restore access to my account. I have submitted multiple requests, gone through their grievance process and made several attempts to contact them regarding this matter. Rather than a resolution, I have instead received automated email after automated email denying my request. I have provided all of the information that I can to prove I am the legitimate owner of the product. They refuse to allow me access to my account. I have exhausted all of the avenues I have within arena net and I am requesting external assistance with my claim. Anything that you can do to assist would be greatly appreciated. Sincerely, ****** *******

Desired Settlement: I wish to be refunded for my game or get my account back so that I can use the product I purchased.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/16) */ First, I must make it clear that ArenaNet has never had a security issue where accounts were "hacked" through a breach of our security systems. However, individual player accounts have been breached due to the account holder's inadequate security practices. For instance, those who use the same password on multiple accounts put themselves at risk because their password is obtained through a security breach elsewhere and then is tested against a Guild Wars 2 account. If the password obtained through external sources works on a Guild Wars 2 account, the "hacker" can gain access to the account. This is absolutely NOT an issue with ArenaNet or Guild Wars 2 security, for our servers and services have not been subject to a security breach. This situation can be reviewed in the following article: https://www.guildwars2.com/en/news/mike-obrien-on-account-security/ Next, Mr. ******* has not been receiving "automated emails" aside from the first, which is clearly marked as such. Since that time, communications have come from agents involved in reviewing the account multiple times and had not been able to establish that Mr. ******* is truly the owner of the account. Upon an additional review, we were able to establish ownership of the account and Mr. ******* was sent access information on both 4 July and 11 July 2013. Mr. ******* is now able to access his game account, and the account is actively in the game as I write this note. We believe this case is resolved but if further assistance is needed, we ask that Mr. ******* please update his most recent ticket and provide a completely new email address, as any further issues with the account very much point to a possible breach of the email account(s), which means a "hacker" could be intercepting the emails and repeatedly stealing the account. ***** **** Support Liaison ArenaNet

7/26/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: They were selling an item on their in game trading post, that was said to have a chance to contain certain items. How ever today the company came out and said that the product was not working properly and that people who had purchased the items would get a free item. How ever due to their false advertising many people like my self had mad multiple purchases based on a lie. Where as if the item was working properly we would not have had to make these multiple purchases as their is a chance that only one purchase would be needed. I had tried to address this on their forums although ***** had stated the company was not interested in taking responsibility for their false advertisement. I had also sent a couple private messages that have been ignored.

Desired Settlement: I am asking that one of the following be done along with an apology to their customers for their misconduct. 1) That the price of the gems be refunded for all purchases of the rich dragon chest, minus the cost of 1 item. 2) A pair of dragon jade weapon skins be given to both my brother and I. or 3) An equal number of purchased chest's be given that equal the amount of the non functioning items that we had purchased.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/27) */ Here is some background on what happened: A glitch in our game prevented the distribution of a certain reward from our Rich Dragon Coffers. There is a chance of receiving one of many different items from the coffers; the item in question - a recipe - was designed to be very rare. Recognizing that this was an error on our part, and wanting to go "above and beyond" to amend this error, we apologized via multiple public media and we sent everyone - every single player who bought the coffers - one of the free recipes along with a second apology. Let me be clear: Instead of denying there was a problem, instead of simply increasing the "drop rate" for the rare items in the future, or instead of reviewing eligible accounts and randomly giving out a number of recipes commensurate with the number that would have been given without the glitch, we gave one free item to EVERY player who purchased the Rich Dragon Coffers. This was an incredibly generous resolution that benefited an enormous number of players. To answer the specific demands of this complaint: (1) We apologized via public media, and we apologized to each player involved when we sent them the free item. (2) We do not ignore our player communications, but demanding free items through Private Message is inappropriate. Mr. ******** should have posted his request in the forums, as is forum policy. Most importantly, Mr. ******** should not have attempted to profit from this issue by asking for additional free items, when he already had been generously gifted. (3) Coffers are consumable items, and we will not replace them for new ones, once used. (4) If Mr. ******** wishes us to give him a refund for the gems he purchased, we almost certainly can process that request. He can request a refund via a support ticket. However, it's important to note that accounts that receive refunds are permanently closed, as required by policy and by our billing services providers. We have apologized and made extraordinary amends in this situation and do not intend to individually give more to Mr. ******** and his brother. We regret that this matter was brought to the BBB, when it already was more than adequately and fairly handled for every player. ***** **** Support Liaison ArenaNet Consumer's Final Response /* (3000, 7, 2013/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason I do not accept this is because had the item been working properly then I would have possibly only needed to purchase one item. Although because the item was not working properly the company continued to sell me an item that had 0 chance of ever having the item we were looking for. This is simply theft on the company's part. What we had asked for would have cost the company nothing and yet the company is not willing to make amends for their theft. I had also made a post on the forums that was locked. The simple matter of this is that the company sold multiple items under false pretense, had the items been working their is a good chance that only one purchase would have been needed. How ever the company failed to inform the customers in a timely manner that the items were not working, and continued to sell multiple items that had 0 chance of working. And only after profiting greatly did the company then admit that the item never worked and offered a single replacement ignoring the multiple purchases that were made due to their false advertising. Sadly this is not the first time the company has done this. While I appreciate the offer to handle the gem refund from the company I can not accept their offer. since once again they stated the customer would have to pay for the company's mistakes in having the account closed. It is a shame that the company feels it is ok to sell items that have 0 chance of working as advertised and then not make amends for the numerous purchases conned the customer into making, when if the item had been working only one purchase may have been needed. Business' Final Response /* (4000, 9, 2013/07/09) */ Bottom line: ArenaNet HAS made amends for this situation, and at a more generous level than originally intended within the game system. The item in question was extremely rare, and the chances of getting that item with the first Coffer - as Mr. ******** suggests -- were infinitesimal. In addition, many other valuable items were given out in the Coffers, so there was a chance of getting any of those, as Mr. ******** did receive. Finally, the Coffers were seldom purchased out of desire for the single item in question, but for the chance of getting one of many different items, all of which functioned properly except for the recipe, which was corrected as quickly as possible. We reacted the instant we became aware of this issue, and gave the generous distribution I already detailed. This distribution, again, saw to it that many people were given a rare item that they would not have received even if they had purchased a large number of Coffers. Mr. ******** reaped the rewards of the Coffers, and received a variety of items. He did not get one of the many rare elements that were present within the Coffers but may have received one of many other rare items, and assuredly received a large number of less-rare items. Mr. ******** was given that one rare item through the general distribution. We have more than compensated for this issue and will not give this player more than we gave everyone else. ***** **** Support Liaison ArenaNet

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wrongful account termination and theft of payment. I tried to log into my account encountered a message saying I had tampered with their game, which I haven't done. After submitting a ticket and waiting they failed to reactivate my account or even give me any details of what I supposedly did. This within 24 hours of paying them 20 dollars for in game items which I will never be able to access. I don't even feel they investigated, but just assumed guilt. I know I haven't tampered with anything and they will not provide any information to help me. They don't even let you into the forums to seek answers.

Desired Settlement: reinstatement of the account or a refund of my $20 dollar purchase from the day before. An apology would be nice because they are wrong.

Business Response: Business' Initial Response /* (1000, 9, 2013/07/09) */ I want to start with a huge apology to Ms. ***** for this entire situation. As she pointed out in the initial complaint, we experienced an issue with our cheat and exploit detection system that falsely flagged a few accounts as having been involved in cheating. A second more-detailed review confirmed the inaccurate data, resulting in termination of the game account. However, we discovered on a subsequent review that Ms. *****' account was actioned in error. Her account was NOT involved in cheating or exploiting within our game and it never should have been closed. We reinstated the account today and updated Ms. *****' support ticket to let her know about that reinstatement. Again, we want to extend our sincere apologies for the issue and for the length of time that it took us to reach the proper conclusion. I know that waiting two weeks with this sort of thing in a pending status is nerve-wracking! I have made some suggestions to management about how we may be able to amend our processes for a faster (and more accurate) response in the future. Thankfully an incident of this kind is very rare, and we hope we never have a similar incident arise again. We always make adjustments to our systems when we encounter such an error to try to prevent a repeat or a similar incident. But I also know that if such an issue should arise in the future, we want to have an improved means of dealing with it and of communicating about it, as well. If Ms. ***** has any further questions, I can answer them personally via the ticket if she lets the responding agent know that she'd like to be referred to me directly. ***** **** Support Liaison ArenaNet Consumer's Final Response /* (2000, 12, 2013/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response because it was what I had requested before I knew how difficult it would be to deal with them. I know others who were terminated due to this error were reinstated much quicker AND received in-game compensation, which I did not get. I would also like to point out that the apology sent to you was much more apologetic than any response sent to me. What I am not satisfied with is the difficulty involved in contacting this company because they do not accept any phone calls or return them, you lose your ability to ask for assistance on their forum, and you are at the mercy of their ticket system. The problem with the ticket system is they closed my ticket and stopped responding to me more than once. I will be requesting a refund of the purchase I made the day before my account termination and do not plan to spend any time playing this game or any other game this company manufactures. I highly suspect without BBB to mediate, they would never have responded to me again. Thank you for being here to provide a valuable service.

7/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Sir/Madam I am writing to you to express my total dissatisfatcion with the service that Guild Wars 2 Support provided me with. In fact I have already stated my arguments in conversation with Guild Wars 2 game masters and ArenaNet Support Liaison, but unfortunately nothing has changed. Guild Wars 2 is a massively multiplayer online role-playing game developed by ArenaNet and published by ******. My problems related to this product began on June 25 when my account was terminated for, quote, „modifying or tampering with the game". I was clearly convinced that it happened by mistake so I contacted their Support. My first message was sent on the same day at 5:48pm - ticket reference number: XXXXXX-XXXXXX. I asked about the reason of my termination and a day later I received a reply, quote, „(...)The issue you're reporting will require a bit of additional investigation. I am escalating your ticket for further assistance.(...)". The same day I received another message, quote, „Your Guild Wars 2 account has been closed for modifying or tampering with the game, which is a breach of the User Agreement and Rules of Conduct I want you to know that we take great care when analyzing accounts prior to termination. ****** support staff is both diligent and conservative in determining which accounts are using these programs, and we only terminate an account only after we are able to prove beyond a reasonable doubt that such use has occurred.(...)". As you can see - I did not get answers to my question. I decided to send another email with description of my impeccable account history and contribution to the community. I am their customer since 2007 (since the first Guild Wars game) and my account has never been terminated until now. I am one of the most dedicated Polish Guild Wars community members since 2007 - I was an editor on the biggest Polish Guild Wars 2 fansite: ******************** Unfortunately, in my humble opinion - their answer was very rude, quote, „As previously mentioned, we are confident that our detection systems are accurate. A review of the violation history confirms the account termination, and we will not entertain further discussion about this incident. Subsequent tickets will be closed without response.". In desperation I decided to seek help on the external site - ******; because my account on the official Guild Wars 2 forum has also been closed. Problem similar to my own started to appear in many topics. One of the users (also terminated) saw similarity in our cases and shared his theory on ******: *********************************************************************************************** As you can see - ***** ****** from their Game Security Team drew attention to this matter and began an investigation. After a few hours it was clear that this problem was caused by a bug in the game, quote, „(...) An issue has been identified that is responsible for this occurring, and it has been resolved so it does not occur again. As for the already existing bans caused by the MPJP, I am working to resolve your issues shortly. (...)". The most important aspect of this case is that the action was taken after noticing the similarities on the external site. Yesterday on the official forums appeared an official statement in this case: https://forum-en.guildwars2.com/forum/support/account/Security-Advancements-and-Reinstatements which clearly states that, quote, „After significant investigation, we were able to determine that a bug in the jumping puzzle itself was causing players to fall out of the intended boundaries of the puzzle. Due to this bug, there was an unintended side effect that caused false positives on an element of our malicious activity detection system. We have since identified players that were caught up in this false detection and have reinstated their accounts.". Unfortunately, as of today my account is still terminated and their Support still did not take into account this whole situation. I did not get any answer from them since Wednesday. Taking all these facts into account, I hope I can expect to get explanation of this situation from them and you are my last hope of getting answers to my questions. Yours faithfully ****** ********

Desired Settlement: Explanation of this situation and information when and under what circumstances I acted to the detriment of Guild Wars 2 or reinstatement of my account.

Business Response: Business' Initial Response /* (1000, 6, 2013/07/09) */ We made an error in connection with Mr. ********'s account. Where at first it appeared the account had been used in breach of our User Agreement, in fact that was not the case. It took several hours and multiple reviews to ascertain what had taken place, but we confident now that Mr. ******** was playing the game as intended and that he was inaccurately flagged as having been involved in disallowed activities. We reinstated Mr. ********'s account today, and I updated his support ticket to let him know about that. We also apologized for the error, with a full understanding that both the inaccurate account flag and the delay in account reinstatement must have been extremely frustrating to him. We are currently looking into our systems to try to make sure that we are far more accurate with future actions and that if we make an error, we address that error as quickly as possible. ***** **** Support Liaison ArenaNet Consumer's Final Response /* (2000, 9, 2013/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I purchased Guild Wars 2 by Arena Net on 6/6/13. In addition, I purchased items within the game from the online store. In total I spent $70.00 on these products. On 6/25/13, received a message in game informing me that my account has been terminated due to tampering with the game. The incident number I filed with them is: XXXXXX-XXXXXX. I have absolutely in no way tampered with the game or installed 3rd party software in order to modify the game. I work for a regulatory agency with the government so I am quite aware of the consequences of modifying copyrighted software. My requests for information were denied. My requests to speak with management were denied. ArenaNet has admitted within the last 2 days that a bug in one area of the game resulted in erroneous terminations. I was in this area when my termination occured and my account has NOT been reinstated.

Desired Settlement: A complete refund of the referenced amount or account re-instatement with apology.

Business Response: Consumer's Final Response /* (-5, 5, 2013/07/03) */ Arena Net has reinstated my account as of 1030 pm on 7/3/13. The problem is resolved and I am happy with the outcome, therefore I would like to withdraw my complaint against Arena Net. Thank you for your help.

7/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer support blocked my account by lying about my gaming activities. After an attempt to prove they were lying, they didn't want to hear it and continued to lie further. Specifically the person ***** **** of customer support is the person I delt with and this person continued to lie and misrepresent the rules of their online service. This was done through email dialog which I have a full record of.

Desired Settlement: I purchased 12 copies of Guild Wars 2 for $79.99 and all of them were blocked for use by their service and I'm seeking full refund for all 12 copies. The total is $959.88 that I'm seeking for settlement from the business.

Business Response: Business' Initial Response /* (1000, 5, 2013/05/31) */ Mr. ***** has used his copies of Guild Wars 2 in a fashion that is not allowed by our User Agreement and our Rules of Conduct. Reference: https://www.guildwars2.com/en/legal/ Specifically, he used a third-party program - a cheat - to play 12 accounts simultaneously. We received countless reports of Mr. *****'s escapades, and he himself publicized them via social media. Players expressed concerns that Mr. ***** was not playing according to the rules, but was in fact cheating. Such actions negatively impact other players, for by misusing 12 accounts at once, Mr. ***** was obtaining 12 times his deserved game rewards, thus giving him a clear advantage over a legitimate player. The use of advantage-giving software programs like those used by Mr. ***** is expressly prohibited, as outlined in the above formal documents and in numerous public communications, such as this forum post: https://forum-en.guildwars2.com/forum/support/account/Policy-3rd-Party-Programs-Multi-Boxing-Macros/first#post354869 It's important to note that when we receive player reports, we do not use them as any sort of "proof of misbehavior." Nor do we use public opinion to gauge whether to terminate an account or not. We are neutral and objective going into an investigation, and we act in accordance with the rules. Over the course of a few months we conducted several investigations of this situation. Due to the serious nature of the issue coupled with our objectives of complete fairness and accuracy, we recently involved several developers and game experts in the research. During the most recent review we were able to establish without question that Mr. ***** was indeed in breach of the User Agreement and the Rules of Conduct and that he was using a disallowed third-party program to enable him to use 12 accounts at the same time. As a result, we terminated the accounts. We are not willing to offer a refund for the accounts because Mr. ***** accepted the User Agreement with his very first account, and over the course of the next eight months he knowingly and intentionally breached those rules with each of the accounts in question. At this juncture, a refund would not be appropriate. ***** **** Support Liaison ArenaNet Consumer's Final Response /* (4200, 15, 2013/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never used automation during my entire play time on Guild Wars 2. Automation relies on keys and mouse being generated by a software program which I did not do. Every action during the entire time that I played Guild Wars 2 was the result of a key press or mouse executed by me, the user of the game. If I stopped using the mouse and keyboard, the characters would stop doing things. Your intense and detailed review of the account-related data is flawed. Your entire basis for detecting automation is flawed because you are unable to determine if the keys or mouse was initiated by a person or a program. Business' Final Response /* (4000, 13, 2013/06/24) */ Our termination of the accounts was prompted by intense and detailed reviews of the account-related data. We did not close the accounts in response to player reports, or because Mr. ***** was playing similar-appearing characters that made it appear he was cheating. We closed the accounts because Mr. ***** was using automation to play the game, which IS cheating. While we understand that Mr. ***** does not agree with this decision, we will not reinstate these accounts nor issue a refund.

6/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Arena Net's game called Guild Wars 2 back in November 2012. I was a long time customer and played their game faithfully and donated several hundreds of dollars in order to receive items from their in game store. My girlfriend stole my password to my game account and logged into my account and then deleted every single one of my characters without my consent. Arena Net has an Account Restoration Tool that is capable of restoring my account to a previously saved time. I asked them to restore my account and changed my password to prevent this from ever happening again. After several weeks they finally told me their decision was final and that they where going to take no actions in order to restore my characters. I asked to be shown their policy and they failed to direct me to any such policy. The only black and white I could find on the subject in writing was at "Forum-en.guildwars2.com/forum/support/account/Character-recover". Here ***** **** stated specifically that they would use the AccountRestorationSystem for stolen accounts (such as mine). They then told me I still had no objective evidence indicating that my account was stolen, and still failed to provide in writing any policy or EULA indicating that objective evidence was required to restore my stolen and ravaged account to a previous state. I invested approximately 1500 hours into playing this game to acquire the items that were deleted.

Desired Settlement: I want my characters restored as their representive stated in my link provided above OR a full refund for the game AND a full refund for all gems purchased from their ingame store for ingame items.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/24) */ I read Mr. *****'s ticket (XXXXXX-XXXXXX) late last week and felt that his situation warranted another look. We reviewed his account and the particulars related to the incident, and we were able to confirm details that allowed us to perform an account restoration, as he had requested. I informed Mr. ***** about this on Friday, but I note that his BBB Complaint was filed prior to that date, so we seems to be doing a bit of cross-communication. I want to be clear that normally, we must decline to perform an account restoration in a situation where someone's personal security (for example, in-home/system security) is breached. But we did process this restoration because the circumstances were a bit different than a situation that would, for example, involve a shared account. Mr. *****'s characters and inventory (gold, items, etc.) were returned to their point as of May 30th. As we have explained, we would not be able to offer a second restoration if the account was compromised again, so we are glad that Mr. ***** already has taken steps to improve his personal security. ***** **** Support Liaison ArenaNet Consumer's Final Response /* (2000, 7, 2013/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to resolve support GW 1 request XXXXXX-XXXXXX even though Arena Net was able to resolve issue XXXXXX-XXXXXX using exactly the same info. This is the 4th time this has happened since I began having security issues with my GW 2 account. It would appear that Arena Net has security issue and is to busy working GW 2 issues to help GW 1 customers. How can GW 1 keep allowing access to my unshared account after 4 password ******** Ty, *** ******

Desired Settlement: Refund Guild War 1, Factions, Nightfall and Eye of the North purchases (about $140) or do something about Guild War 1 security issues.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/24) */ First, and most importantly, I want to make it clear that there is no security issue with Guild Wars or Guild Wars 2. The situation that Mr. ****** has written about is singular issue related his personal Guild Wars and Guild Wars 2 game accounts. The security issue is not of our making and is not under our control. There are two factors: (1) Mr. ****** needs to prove that he is the original owner of both accounts, and thus far the information that he has provided is either inadequate or inaccurate. We need more information and that information needs to match what we have on file. We don't demand every piece of information requested, but there are too many mismatches to assume that he is the account owner, and we will not/must not give access to anyone else. (2) Looking at the history, it appears that both the Guild Wars and the Guild Wars 2 accounts have been hacked (probably through a keylogger on Mr. ******'s computer). The accounts will continue to be hacked until Mr. ******'s system is completely secure. Our Technical Support Team can make recommendations about this and help Mr. ****** ascertain how to remove the hacking tools that someone put on his computer. . If our Customer Support Team was willing to accept the information Mr. ****** provided on the first occasion-if they were willing to give the benefit of the doubt-it is not realistic for them to continue to service this account until we know we're dealing with the account purchaser and until we know that Mr. ******'s computer is secure. As to the demand for a refund, the games in question are several years old and access was loss due to issues on the user's side. We will not offer a refund.

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