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MMORPG.com Discussion Forums

Guild Wars 2

Guild Wars 2 

General Discussion  » Horrible company

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102 posts found
  Satarious

Elite Member

Joined: 1/06/08
Posts: 1045

9/01/12 8:35:31 PM#81
Originally posted by heartless
 

Did you speak to a person or did you call after hours and got voicemail? Try to call during their working hours if you can. Otherwise you have to wait 72hours for the support ticket.

I don't know what else to tell you. Try to be more careful with your account next time.

I guess 72 hours is a Korean company's idea of "good customer support".  Lol!  NCSoft is worse than the DMV!

http://www.youtube.com/watch?v=pWdd6_ZxX8c

  bcbully

Elite Member

Joined: 3/03/12
Posts: 6477

9/01/12 8:35:55 PM#82
Originally posted by MosesZD
 

I'll spare you the WHOLE e-mail exchange that took less than an hour.

 

Oh, and they do have phone number.   I ran into it when I was exploring the NCSoft website.   But I preferred the whole 'submit a ticket' thing than the chance of calling someone who I can't understand due to a thick accent or waiting on hold for an hour.

 

 

 

There is no number to call... Only a number that handles billing.  Email is running 72-96 hours out.

 

Shit's so crazy, that if you have a GW account you can use your master account name and get your gw2 account back by removing the hackers IP. 

  bcbully

Elite Member

Joined: 3/03/12
Posts: 6477

9/01/12 8:37:56 PM#83
Originally posted by heartless
Originally posted by bcbully
Originally posted by heartless

Here's a bit of info on this from their game status update for Sept. 1:

Hacked Accounts

Our customer support team is prioritizing tickets from customers with hacked accounts or who are otherwise blocked from logging into the game. If your account was hacked, please follow these instructions for submitting a ticket, to make sure that your ticket is correctly prioritized and to make sure you're submitting all the information we need to restore your access.

For hacked accounts, expect a response within 72 hours. As of this writing we're working on tickets submitted August 30. If you submitted a hacked account ticket on August 29 or earlier, and haven't received a response yet, your ticket may not be correctly prioritized. In that case, please submit a new ticket using the above instructions, and in the title write, "Hacked Account - Ticket submitted August 2x - Ticket number xxxxxx-xxxxxx" (fill in the date and ticket number), and we will prioritize your existing (August 29 or earlier) ticket.

Also you can try calling:

512-225-6359
Mon-Fri
12pm to 5pm, Central

It's NCSoft West's billing and technical support number.

It's just billing... thanks though...

Did you speak to a person or did you call after hours and got voicemail? Try to call during their working hours if you can. Otherwise you have to wait 72hours for the support ticket.

I don't know what else to tell you. Try to be more careful with your account next time.

The answering machine says BILLING questions only ie double billed and that they will not be able to help with other issues, then directs you to the suppot site.

  heartless

Novice Member

Joined: 1/05/04
Posts: 5057

Imagination will often carry us to worlds that never were. But without it we go nowhere. -Carl Sagan

9/01/12 8:41:44 PM#84
Originally posted by Satarious
Originally posted by heartless
 

Did you speak to a person or did you call after hours and got voicemail? Try to call during their working hours if you can. Otherwise you have to wait 72hours for the support ticket.

I don't know what else to tell you. Try to be more careful with your account next time.

I guess 72 hours is a Korean company's idea of "good customer support".  Lol!  NCSoft is worse than the DMV!

It's obivious that they are overwhelmed with support tickets. They underestimated the game's popularity and underestimated the amount of people who use the same login info for all of their game. The game has been out what, 4 days? Give them time to adjust.

You don't have to put up with it though. Get a refund or charge back if this is a very serious issue for you. That's what I would do.

  niceguy3978

Advanced Member

Joined: 6/14/06
Posts: 1963

9/01/12 8:46:24 PM#85
This happened when blizz switched to battlenet sign in and started using email for sign in.  Can someone explain to me why this would be a good idea?  It seems to cause nothing but issues security wise, what is the benefit of using an email to sign in rather than requiring one to create a username?  It just seems that using email to sign in causes more problems than anything.
  Loke666

Hard Core Member

Joined: 10/29/07
Posts: 16024

9/01/12 8:46:33 PM#86

There have been threads for over one week saying that you shouldnt use the same mail adress for GW2 as you do for other games.

Yes, NC softs standard of using the email account as a username is not good.

But  for someone to hijack your account as OPs they must have already hacked your mail account. Did you guys use the same password for that as well?

People need a serious course in internet security.

I use a POP3 Email account that I only have for GW1 & 2. Good luck hacking that.

And the client ask me to validate any new IP so me getting hacked is very unlikely.

  bcbully

Elite Member

Joined: 3/03/12
Posts: 6477

9/01/12 8:47:15 PM#87
Originally posted by heartless
Originally posted by Satarious
Originally posted by heartless
 

Did you speak to a person or did you call after hours and got voicemail? Try to call during their working hours if you can. Otherwise you have to wait 72hours for the support ticket.

I don't know what else to tell you. Try to be more careful with your account next time.

I guess 72 hours is a Korean company's idea of "good customer support".  Lol!  NCSoft is worse than the DMV!

It's obivious that they are overwhelmed with support tickets. They underestimated the game's popularity and underestimated the amount of people who use the same login info for all of their game. The game has been out what, 4 days? Give them time to adjust.

You don't have to put up with it though. Get a refund or charge back if this is a very serious issue for you. That's what I would do.

This is not my issue or many others I've seen comment. 

 

I'm having a blast in the WvW and spvp, so i do not want a refund. I do however want to be able to CALL customer support and get my account back. There is no excuse for a company like NCsoft with a AAA mmo not to have a number to call.

  Loke666

Hard Core Member

Joined: 10/29/07
Posts: 16024

9/01/12 8:47:59 PM#88
Originally posted by niceguy3978
This happened when blizz switched to battlenet sign in and started using email for sign in.  Can someone explain to me why this would be a good idea?  It seems to cause nothing but issues security wise, what is the benefit of using an email to sign in rather than requiring one to create a username?  It just seems that using email to sign in causes more problems than anything.

It is a very dumb idea. NC soft has done it a long time and some genius at Blizzard must have thought it was a good idea.

Still, it is not so hard to protect you (see my last post).

  bcbully

Elite Member

Joined: 3/03/12
Posts: 6477

9/01/12 8:50:14 PM#89
Originally posted by Loke666
Originally posted by niceguy3978
This happened when blizz switched to battlenet sign in and started using email for sign in.  Can someone explain to me why this would be a good idea?  It seems to cause nothing but issues security wise, what is the benefit of using an email to sign in rather than requiring one to create a username?  It just seems that using email to sign in causes more problems than anything.

It is a very dumb idea. NC soft has done it a long time and some genius at Blizzard must have thought it was a good idea.

Still, it is not so hard to protect you (see my last post).

When protection fails, give us a number to call and get our account back.

  Satarious

Elite Member

Joined: 1/06/08
Posts: 1045

9/01/12 8:50:21 PM#90
Originally posted by heartless
Originally posted by Satarious
Originally posted by heartless
 

Did you speak to a person or did you call after hours and got voicemail? Try to call during their working hours if you can. Otherwise you have to wait 72hours for the support ticket.

I don't know what else to tell you. Try to be more careful with your account next time.

I guess 72 hours is a Korean company's idea of "good customer support".  Lol!  NCSoft is worse than the DMV!

It's obivious that they are overwhelmed with support tickets. They underestimated the game's popularity and underestimated the amount of people who use the same login info for all of their game. The game has been out what, 4 days? Give them time to adjust.

You don't have to put up with it though. Get a refund or charge back if this is a very serious issue for you. That's what I would do.

Fat chance that I could get a refund.  I pre-purchased this headache way back in June.

http://www.youtube.com/watch?v=pWdd6_ZxX8c

  yaoming36

Novice Member

Joined: 6/28/12
Posts: 190

9/01/12 8:52:33 PM#91
Originally posted by Jaick360

People think EA is bad? My account not even 24 hours old and already been hacked.

 

Was having a blast, took a break for some food came back and my passwords do not work. Couldn't even authenticate with email since its been down. 

 

Yeah back to TOR. At least there I have account security.

You are an idiot for blaming the company for being hacked. The most likely cause is that you use the same password on GW2 as you do on many other fansites/other popular websites. The hackers got these combinations from other sites and since you were stupid enough to use same password for everything , they got into your account.

 

"If you don't want your account hacked, don't use the same email address and password for Guild Wars 2 that you've used for another game or web site. Hackers have big lists of email addresses and passwords that they've harvested from malware and from security vulnerabilities in other games and web sites, and they're systematically testing Guild Wars 2 looking for matching accounts." From GW2 devs themselves.

 

You think this is bad company? 

"Ensuring the best possible play experience for our fans is our highest priority. We’ve said before that we would be willing to temporarily disable first-party digital sales if we felt our high player concurrency may compromise player experiences. We have now reached that point.


Effective immediately we have disabled sales via buy.guildwars2.com. To be clear, box and digital sales are still available via our retail partners. We are tracking our concurrency closely while expanding our infrastructure. We’ll re-enable first-party digital sales as soon as we feel that we can do so safely. ~RB2" 

 

From their facebook page. They stopped selling games JUST so the players ingame can enjoy it more. 

  Satarious

Elite Member

Joined: 1/06/08
Posts: 1045

9/01/12 8:53:57 PM#92
Originally posted by Loke666

There have been threads for over one week saying that you shouldnt use the same mail adress for GW2 as you do for other games.

Yes, NC softs standard of using the email account as a username is not good.

But  for someone to hijack your account as OPs they must have already hacked your mail account. Did you guys use the same password for that as well?

People need a serious course in internet security.

I use a POP3 Email account that I only have for GW1 & 2. Good luck hacking that.

And the client ask me to validate any new IP so me getting hacked is very unlikely.

I seriously doubt that the blame is on the customers in this case.  Blizzard, EA, Mythic, etc. had hacked account problems, but not nearly this widespread.  I'm betting one of their account servers was hacked and they decided to cover it up.  I've seen credit card and banking companies admit having their servers hacked, but never gaming companies.  Gaming companies don't seem to be held accountable on security nearly as much as your typical bank.

http://www.youtube.com/watch?v=pWdd6_ZxX8c

  bcbully

Elite Member

Joined: 3/03/12
Posts: 6477

9/01/12 8:54:14 PM#93
Originally posted by yaoming36
Originally posted by Jaick360

People think EA is bad? My account not even 24 hours old and already been hacked.

 

Was having a blast, took a break for some food came back and my passwords do not work. Couldn't even authenticate with email since its been down. 

 

Yeah back to TOR. At least there I have account security.

You are an idiot for blaming the company for being hacked. The most likely cause is that you use the same password on GW2 as you do on many other fansites/other popular websites. The hackers got these combinations from other sites and since you were stupid enough to use same password for everything , they got into your account.

 

"If you don't want your account hacked, don't use the same email address and password for Guild Wars 2 that you've used for another game or web site. Hackers have big lists of email addresses and passwords that they've harvested from malware and from security vulnerabilities in other games and web sites, and they're systematically testing Guild Wars 2 looking for matching accounts." From GW2 devs themselves.

 

You think this is bad company? 

"Ensuring the best possible play experience for our fans is our highest priority. We’ve said before that we would be willing to temporarily disable first-party digital sales if we felt our high player concurrency may compromise player experiences. We have now reached that point.


Effective immediately we have disabled sales via buy.guildwars2.com. To be clear, box and digital sales are still available via our retail partners. We are tracking our concurrency closely while expanding our infrastructure. We’ll re-enable first-party digital sales as soon as we feel that we can do so safely. ~RB2" 

 

From their facebook page. They stopped selling games JUST so the players ingame can enjoy it more. 

Great game with terrible customer service. Unexcusable in this day and age not to have a customer support line to call or working live chat.

  yaoming36

Novice Member

Joined: 6/28/12
Posts: 190

9/01/12 8:56:55 PM#94

Great game with terrible customer service. Unexcusable in this day and age not to have a customer support line to call or working live chat.

This game has over 1 million players. Say only 1% of the population needs customer support, that's STILL 10,000 people who need help! You can't expect a company of 200 size to help 10,000 in a matter of hours. Like I said 72 hours is very good.

  heartless

Novice Member

Joined: 1/05/04
Posts: 5057

Imagination will often carry us to worlds that never were. But without it we go nowhere. -Carl Sagan

9/01/12 9:00:27 PM#95
Originally posted by Satarious
Originally posted by heartless
Originally posted by Satarious
Originally posted by heartless
 

Did you speak to a person or did you call after hours and got voicemail? Try to call during their working hours if you can. Otherwise you have to wait 72hours for the support ticket.

I don't know what else to tell you. Try to be more careful with your account next time.

I guess 72 hours is a Korean company's idea of "good customer support".  Lol!  NCSoft is worse than the DMV!

It's obivious that they are overwhelmed with support tickets. They underestimated the game's popularity and underestimated the amount of people who use the same login info for all of their game. The game has been out what, 4 days? Give them time to adjust.

You don't have to put up with it though. Get a refund or charge back if this is a very serious issue for you. That's what I would do.

Fat chance that I could get a refund.  I pre-purchased this headache way back in June.

Then do a chargeback.

  Sevenstar61

Elite Member

Joined: 7/22/12
Posts: 1421

"But it was so artistically done..." - Grand Admiral Thrawn's final words

9/01/12 9:01:44 PM#96


Sith Warrior - Story of Hate and Love http://www.youtube.com/watch?v=sxKrlwXt7Ao
Imperial Agent - Rise of Cipher Nine http://www.youtube.com/watch?v=OBBj3eJWBvU&feature=youtu.be
Imperial Agent - Hunt for the Eagle Part 1http://www.youtube.com/watch?v=UQqjYYU128E

  Distopia

Drifter

Joined: 11/22/05
Posts: 14332

"what a boring life, HATING everything" -Gorilla Biscuits

9/01/12 9:04:14 PM#97
Originally posted by VirusDancer
Originally posted by Amjoco

My point is, why would you want to come here and discuss something you did wrong? No one here can help you, you made a mistake.

So that ANet can improve their software and have a better product.  There are many simple things that they could have done to avoid this particular issue - things that their competitors have learned about having to do in the recent years because it happened to them.

Their grand mistake of using the same user/pass with something else - where that something else was hacked, that they may or may not know that it was hacked - etc, etc, etc... does not excuse ANet from keeping up with at least some of what's been going on in the industry for the past few years.  Simple things that just were not there - mind boggling...

^^^

As I said in another thread, I'm surprised (really surprised) they're not at least using the same system Bioware used with TOR. A system that detects IP's and Hardware of the user trying to log-in, a different IP or Hardware locks the account down until you answer security questions.

For every minute you are angry , you lose 60 seconds of happiness."-Emerson

It is a sign of a defeated man, to attack at ones character in the face of logic and reason

  Aethaeryn

Advanced Member

Joined: 2/14/10
Posts: 1846

9/01/12 9:05:28 PM#98
Originally posted by Mannish
Sorry but I dont believe you.

I don't believe that you don't believe him. . oh wait. . post count.  Not that it is the be all end all but yea.

Wa min God! Se æx on min heafod is!

  Enok4Twunni

Novice Member

Joined: 5/30/11
Posts: 214

9/01/12 9:05:28 PM#99
Originally posted by Jaick360
Originally posted by Chrisbox
Well ive been playing since headstart, haven't been hacked.  You did something bud, dont blame Anet. 

LOL

 

Hey I been playing MMO's for at last 8 years. Never been hacked before GW2. NEVER.

I'm a fan boy of GW 2 but I have to agree with Jaick. I played WoW five years and never once got hacked. I played this since BWE 2 and got hacked the week of release. We all make mistakes and sadly I believe ANet wasn't well prepared for the launch. And that's strictly speaking from a security standpoint. I love the game and I can't wait to get my hacked account back up and running. I'm not leaving the game by any means, I just hope this was a good learning experience for ANet. I wanna get on my Warrior sooo bad!!! lol...

  Yaevindusk

Hard Core Member

Joined: 9/05/10
Posts: 1101

Logic, reason and fact do not supersede human nature. Ignorance reigns without justice.

9/01/12 9:06:40 PM#100
Originally posted by Jaick360
Originally posted by Chrisbox
Well ive been playing since headstart, haven't been hacked.  You did something bud, dont blame Anet. 

LOL

 

Hey I been playing MMO's for at last 8 years. Never been hacked before GW2. NEVER.

 

This is a typical response by someone who thinks that by using common sense, they're immune to hackers and gold sellers (and sadly one that I read quite often when I worked on such for a short time).  Given the ostentatious release of Guild Wars II, it's hard to believe anyone with any experience with online social outlets didn't see this coming.  Gold selling is big business, and you are never safe; even those who only play games on their computer and then completely disconnect said computer from the internet thereafter are as unprotected as the next group of people.  

Any internet security specialist will tell you that the person who claims they're not to fault, that they know how to protect themselves and that it's anothers' fault usually have no idea what they're talking about.  It may not be one's fault, it may not be another's fault, but the simple truth is that there is NO immunity, no precaution that is perfect, and no way to prevent a wide spread, coordinated and well orchastrated hack attempt on something that will bring big money.

To "vent" claiming it's a company's fault, one should expect to be called on it.  This is especially true if they have a rather unbecoming stance that it couldn't possibly be their fault, because it hasn't happened to them before.

 

When faced with strife or discontent, the true nature of a man is brought forth. It is then when we see the character of the individual. It is then we are able to tell if he is mature enough to grin and bare it, or subject his fellow man to his complaints and woes.

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