Originally posted by coretex666

Originally posted by eyelolled

Originally posted by coretex666

It may be the OP's mistake that they clicked on a wrong item, but the customer support should help them address and solve such mistake. Thing like this can happen to anyone and ANET should be prepared for that either by implementing ingame mechanisms or sufficient customer support.

I am not a big fan of F2P games, so that I am not sure what the customer support in other F2P titles is (I assume on a similar level), but in every P2P title I have played, they would solve this for you.

Maybe I am just spoiled by Blizz customer support the quality of which makes me smile when I hear that ANET cant solve this minor issue.

You are lucky that it is an item which you can get by 3 day grind, but imagine if it was an item which you get after a month grind or something. I can imagine it would be a deal breaker for many people.

I believe the problem lies in the fact that an individual should be responsible for their own mistakes.  In these days with so many people suffering from entitlement issues, it's hard for companies to combat the fact that people want everything and yet want to pay nothing.

 

I end up dealing with customers consistantly that feel they deserve a certain level of service, and if you provide that level of service than they will feel you should provide a greater level of service yet.  Unfortunately, the only way to deal with these types of people is to stop provided any service at all.  To pleasantly ask them to take their business elsewhere.  There is a type of person that chooses to exploit goodwill and decency, and these people ruin fair practices in business.  We've seen the people that played GW2 for hundreds of hours then asked for a refund. These people ruin it for everyone else.  We seen people that feel it's appropriate to hand out the corporate phone numbers on these forums so that people will call them for techinical support. Those people ruin it for everyone else. 

 

So yeah, you and the OP might think that Anet should be providing better customer service, but I am to the belief that if you can't control your own actions, nobody else is responsible at all. I beleive that Anet SHOULD NOT offer support for these problems at all. 

Asking for a refund after using a product for months is a different thing. I obviously would not advocate that kind of behavior.

I just put it in comparison with customer services offered by other companies. To me, this level of customer services is simply below average in the MMO market. I did mention that I do not play F2P titles, so that it may be related to the fact that GW does not have a subscription and this level of customer services may be average or even above average in F2P league.

I understand there have to be limits set on what the customer is entitled to, but this particular example does not seem to be over the line at all.

I'm not implying that you are advocating such behavior, and I'm not implying the OP is crossing the line for requests. I feel that it is reasonable and a good suggestion to offer an option for buyback as others have suggested. 

What I am saying is that Anet  "could" do something like that but they don't have to. I'm saying that people suggesting that Anet is a poor developer because they don't put out efforts to fix people's problems that the person brought onto themselves, is a poor perspective. I'm suggesting that the people that abuse the system in one perspective, end up ruining the whole deal for everyone else that might want better support for things.

Originally posted by eyelolled

I'm not implying that you are advocating such behavior, and I'm not implying the OP is crossing the line for requests. I feel that it is reasonable and a good suggestion to offer an option for buyback as others have suggested. 

What I am saying is that Anet  "could" do something like that but they don't have to. I'm saying that people suggesting that Anet is a poor developer because they don't put out efforts to fix people's problems that the person brought onto themselves, is a poor perspective. I'm suggesting that the people that abuse the system in one perspective, end up ruining the whole deal for everyone else that might want better support for things.

That is so...suggestive *wink*

Honestly, I don't think this really deserved it's own post.  It's not something to get too upset over.  Someone makes a mistake, they don't check what they are buying and then actually contact customer service?  Like someone else said that would never have crossed my mind.   Accidental character deletion sure, although I don't even see how a person could accidentally delete a character with gear on it they worked their butt off to get.  Usually you actually have to type in DELETE to do it.

But like everyone else I agree adding a buyback/sellback option to merchants for a limited time is certainly a fair and balanced thing to do.

Originally posted by eyelolled

Originally posted by coretex666

Originally posted by eyelolled

Originally posted by coretex666

It may be the OP's mistake that they clicked on a wrong item, but the customer support should help them address and solve such mistake. Thing like this can happen to anyone and ANET should be prepared for that either by implementing ingame mechanisms or sufficient customer support.

I am not a big fan of F2P games, so that I am not sure what the customer support in other F2P titles is (I assume on a similar level), but in every P2P title I have played, they would solve this for you.

Maybe I am just spoiled by Blizz customer support the quality of which makes me smile when I hear that ANET cant solve this minor issue.

You are lucky that it is an item which you can get by 3 day grind, but imagine if it was an item which you get after a month grind or something. I can imagine it would be a deal breaker for many people.

I believe the problem lies in the fact that an individual should be responsible for their own mistakes.  In these days with so many people suffering from entitlement issues, it's hard for companies to combat the fact that people want everything and yet want to pay nothing.

 

I end up dealing with customers consistantly that feel they deserve a certain level of service, and if you provide that level of service than they will feel you should provide a greater level of service yet.  Unfortunately, the only way to deal with these types of people is to stop provided any service at all.  To pleasantly ask them to take their business elsewhere.  There is a type of person that chooses to exploit goodwill and decency, and these people ruin fair practices in business.  We've seen the people that played GW2 for hundreds of hours then asked for a refund. These people ruin it for everyone else.  We seen people that feel it's appropriate to hand out the corporate phone numbers on these forums so that people will call them for techinical support. Those people ruin it for everyone else. 

 

So yeah, you and the OP might think that Anet should be providing better customer service, but I am to the belief that if you can't control your own actions, nobody else is responsible at all. I beleive that Anet SHOULD NOT offer support for these problems at all. 

Asking for a refund after using a product for months is a different thing. I obviously would not advocate that kind of behavior.

I just put it in comparison with customer services offered by other companies. To me, this level of customer services is simply below average in the MMO market. I did mention that I do not play F2P titles, so that it may be related to the fact that GW does not have a subscription and this level of customer services may be average or even above average in F2P league.

I understand there have to be limits set on what the customer is entitled to, but this particular example does not seem to be over the line at all.

I'm not implying that you are advocating such behavior, and I'm not implying the OP is crossing the line for requests. I feel that it is reasonable and a good suggestion to offer an option for buyback as others have suggested. 

What I am saying is that Anet  "could" do something like that but they don't have to. I'm saying that people suggesting that Anet is a poor developer because they don't put out efforts to fix people's problems that the person brought onto themselves, is a poor perspective. I'm suggesting that the people that abuse the system in one perspective, end up ruining the whole deal for everyone else that might want better support for things.

Consensus reached.

Originally posted by romanator0

So ArenaNet disappoints you and has bad support because you made a mistake and spent your in-game currency on the wrong in-game item.

Honestly? QQ more. I don't see how any of this could be ArenaNet's fault.

A badly thought out response.

The OP made a mistake - the GMs should have had tools to fix it.

The GM looks into the file with the character's purchases - sees the Karma spent and the two identical items. Removes the requested item and refunds the Karma.

Where is that remotely difficult?

Why isn't that a minimum level of service?

There should be a refund function usable at the vendor for self-bought items which aren't soulbound - it shouldn't even require a ticket and a GM.

Under return of goods regulations this could technically even be a legal requirement, and 'pixelbooty' does come under the definition in law of 'goods and services'.

No contract can ever take away your legal rights - and the ability to return unwanted 'goods' in the same condition you got them (kinda moot with pixelbooty...) within a certain timeframe because they are unwanted is something which should be provided.

Originally posted by Lovely_Laly

guys I never told it was not my mistake..
but I guess exchange 1 virtual item to another takes less time then to write the answer of my ticket.
we all can make mistakes and good support is supposed to help us out, IMO.
but may be also they don't have tools to fix it up which is shame...

im with you m8, sometimes its because net issues and didnt notice on the confirm feature, the different piece of gear,

i remember on aion i mistake 2 times to get pieces of gear and they give me back the same exact currency.

Everyone made mistakes ( ANET too), why in the hell they didnt gave you your karma back.

Thanks all for answers.
Many thanks to all who understood and supported my point.

I keep thinking GW2 used to be a long developed game, very long, much too long for players to keep hope, so all of a sudden, someone decided to stop relax and deep work and finish it fast at all costs.
Seems that why some points are very nicely elaborated but others are not even tested well.

It can be only my opinion too, but it shame to wait that long for anything not 100% finished.

Concerning customer support, if it not small game issues they supposed to fix, what are they for? password recovery? seems it's cheep service to me compare to GW1 i know and, sure, WoW, who CARE about customers.
I mean my fault shown game fault in this case (missing possibility to sell back item you have 0 use of), if it was me I would help my customer (just to make good impression) and start to elaborate tool to avoid similar problem in a future.

If customer service is not here to help us, then it should be renamed to account / password recovery service, and clearly state to use that CS does not exist here.

I got same problem with some f2p and left any of them when found bad support, but I blame them less as I was not supposed to pay for them to try.

GW2 pretended to be class A game, but not support critics and fail to reach this level.
Game is not bad, but just average and looks like very good f2p for 60$. SAD

Originally posted by Lovely_Laly

Thanks all for answers.
Many thanks to all who understood and supported my point.

I keep thinking GW2 used to be a long developed game, very long, much too long for players to keep hope, so all of a sudden, someone decided to stop relax and deep work and finish it fast at all costs.
Seems that why some points are very nicely elaborated but others are not even tested well.

It can be only my opinion too, but it shame to wait that long for anything not 100% finished.

Concerning customer support, if it not small game issues they supposed to fix, what are they for? password recovery? seems it's cheep service to me compare to GW1 i know and, sure, WoW, who CARE about customers.
I mean my fault shown game fault in this case (missing possibility to sell back item you have 0 use of), if it was me I would help my customer (just to make good impression) and start to elaborate tool to avoid similar problem in a future.

If customer service is not here to help us, then it should be renamed to account / password recovery service, and clearly state to use that CS does not exist here.

I got same problem with some f2p and left any of them when found bad support, but I blame them less as I was not supposed to pay for them to try.

GW2 pretended to be class A game, but not support critics and fail to reach this level.
Game is not bad, but just average and looks like very good f2p for 60$. SAD

Once they got your $60, they couldnt care about your mistake. Sorry to say thats what anet is now. I heard so many good things about the company before GW2.

NCsoft was much better at CS than Anet . I played Aion for almost 3 years and they always helped me. EVEN when it was my fault.

Originally posted by Lovely_Laly

If customer service is not here to help us, then it should be renamed to account / password recovery service, and clearly state to use that CS does not exist here.

I got same problem with some f2p and left any of them when found bad support, but I blame them less as I was not supposed to pay for them to try.

GW2 pretended to be class A game, but not support critics and fail to reach this level.
Game is not bad, but just average and looks like very good f2p for 60$. SAD

i think you are being too judgemental

I agree that ANET support could be improved but are using your customer experience to declare GW2 is an "average" game

when I was playing Turbine's DDO - i paid real cash for a Lesser Reincarnation so I could repsec my Feat selection

i found that was I not able to change my choice of Toughness feat and GM support told me it was a known bug and that nothing could be done about -- i was not entitled to any refund -- despite Turbine being aware of this game bug w Feat re-selection

I was annoyed w Turbine support but I didnt think any less of DDO

I think you got me wrong, I don't stand GW2 as average game because of support, but because it simply is average. if not very boring game, disguised to something innovated or great.

But I mean as ANET pretended to drop something great, they could approuve CS and not make it much worse compare to GW1.

P.S. cash shop bug and, more, known bug, really sucks and show bad management, IMO
I would never ever use it again if such issue gonna happened to me.
I choose gaming to relax and it's devs job to make my time peasant and stress-less. If they are not able to provide me with good working game, I^ll go do something else instate.
Again must tell Blizzard doing maximum to help customers and should be used as an example of good work. Humm, seems I gonna play WoW till the end of my days.=XD

While it does suck, I dont know of any games that allowed sellbacks on items that require special money/tokens to purchase until well after release. I admit, if they dont add a sellback feature in the next 4-6 months I will be rather disappointed.

Anyway, 42k Kharma is not a lot if you are in a decent guild that either does high level zergs or WvW. You can get 20k+ in just a few hours, then throw in the daily  kharma potion on top of it just for killing and gathering.

Originally posted by Lovely_Laly

 

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Originally posted by korent1991
I'm just fascinated how people blame support for everything...

 

Bad support would mean that they don't do their job properly, and seeing that you've got your answer (probably quickly) I don't see how that's "bad support" :D

They don't have the ability to give you your items back because that's something that would require massive logs and what not and since they have kinda unique server structure it's a bit harder to implement that. Same thing with returning a deleted character (which they said will be implemented as soon as they manage).

Also, you didn't get answered by GM - because there's none. That's what makes this game B2P and it still is better than most of the P2P sub games, including support.

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that why I explained a difference between good and bad support. If you are happy with bad support, good for you. =D
I'll not die because of it, just made my opinion about game provider.
Now I'm 100% sure GW2 is NOT the best ever game and other hyper crap people keep post about.
Best game MUST make customers happy by taking care of them and give them some fun.
So far it's not a case of GW2 at least for me.
I think I did wrong purchase of game once again (my worst still Aion) and could better by MoP of WoW and play like 3 more months or so. again IMO

 

What the "best game ever" is, is based on the gamers opinion which doesn't have to be shared by everyone since its their own personal opinion.

Good job though insulting the so called "hyper crap people" (your own wording) only because the support didn't corrected your own mistake on a item that you can regain in no time with a in game currency.

As far as I know they would take care of issues with the shop items, refund the game or anything you bougth and they even gave EVERYONE that was even near the events of the lost shores update the rewards of the final boss so people that lost connection or had other issues still got their rewards.

Maybe you should consider to follow what you wrote under your avatar (Better Safe then Sorry) and look before you click next time?

It's very simple and would solve your "trigger happiness syndrom" on it's own.

I know you admitted that it was your own mistake but awaiting everyone to reverse your mistakes everytime you click wrong and badmouthing them for not being able to is kinda out of place in my opinion.