Originally posted by GambitsEnd
I have heard in the past that ArenaNet is great to their customers
No idea where you've heard this from, but it's absolute fiction. Everyone I know that has had to deal with their customer service has never been helped.
Personally, I've contacted them about five times. Never have had my problem solved. First time was when I pre-purchased the game and they sent me an invalid code, so was unable to play in any beta weekend. I asked ANet to fix the issue, but they refused, so I didn't even get to play early access. Pissed off, I flagged it as an unauthorized charge and the bank reversed it. Then I simply bought it from a local retailer.
Another time was when my account was compromised and a hacker took in excess of 450 gold from my account (not counting valuable items). CLEARLY it was hacked, as the access point was from an entirely different region of the world, but they refused to roll back my account or take action against where ev...
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I'd be happy to review those tickets, if you can please provide me the numbers.
What you're describing just doesn't read right at all. Yes, we're human and we make mistakes, but I'd like to get into the meat and bones of the tickets to find out if such decisions were made, why they were made.
In particular, we do not randomly charge someone's credit card, for games, gems, or anything else. That's not only bad business, that's illegal. We're really careful about following not just the letter of the law, but the spirit as well. So I have to get into that ticket to find out what you believe happened and what really happened, because with all due respect, I cannot believe that we charged you $25 and never removed the charges, which seems to be what you suggested. :( If you brought this to our attention, I am 100% confident that any erroneous charge was addressed very, very quickly.
The hacked account situation doesn't read as standard. There's more to that sto...
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