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Business Profile

Computer Software Developers

ArenaNet LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/03/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am filing a complaint against Arenanet for their Downloadable content practices. I have the base game for Guild Wars 2. I purchased the first DLC for said game. I went on hiatus for a few years, and finally decided I wanted to play again. I purchased the newest DLC out of sheer excitement who doesn't love dragons. I then found out that I did not own the second DLC so I tried to purchase it. Come to find out I have to purchase said DLC as a bundle (the Path of Fire DLC, and the Heart Of Throns DLC) I already own Heart of Thorns and do not see why I should purchase it again just to have the other content. As of August 30th the ability did go away to purchase Path of Fire as a standalone but on the *** page I found this Q: Is Heart of Thorns included when I buy Path of Fire?A: Yes. As of August 30th, all purchases of Path of Fire will include the Heart of Thorns expansion as well.Users who purchased the Path of Fire expansion prior to August 30th will also receive receive Heart of Thorns free of charge when logging into the game. I want the Path of Fire DLC, and I do not wish to purchase the bundle as I already have half the content. Please rectify this for me.

    Business Response

    Date: 12/06/2022

    Hello *********************,

    Thank you for contacting NCSOFT ************* through the **********************. After review, I was not able to find any support ticket in our system under the email address provided. 

    For reference (see our corresponding article at https://help.guildwars2.com/hc/en-us/articles/115010688287-Guild-Wars-2-Path-of-Fire-FAQ), I did want to mention that Heart of Thorns is now included when you purchase Path of Fire. It does not increase the price of Path of Fire in any way. For further assistance, please contact our support team at https://help.guildwars2.com/ and they will answer any question you have as quickly as possible.


    Kind regards,
    NCSOFT Customer Advocate

  • Initial Complaint

    Date:10/05/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My main Guild Wars 2 Account was blocked for security reasons. However, they told me it's banned forever for involving in malicious behaviors. This is absurd because I never use any illegal tool or botting. I thought it might be related to the fact that I accidentally played with VPN. I can find a lot of similar cases online.When I contact the Guild Wars 2 Customer Su[support team, they just copied and paste the same thing every time and then ignore my request for the specific reason for the ban. They then ignore my tickets even though I can provide all the needed info.The last time I contact them, they responded with the same thing in my ticket request which lead me to believe that they never looked into my account or tried to help me. This is frustrating because the account is more than 5 years old and they just banned me without any explanation.

    Business Response

    Date: 10/17/2022

    Hello *************,

    Thank you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #*******.

    After review, I can only reiterate what was communicated to you by our support team on the 9/30:

    "We have reviewed this account and found it participating in, or directly associated to, high risk or malicious behavior. In an effort to maintain a safe and fun environment for all of our players, this account has been closed and is ineligible to be reopened for any reason, under any circumstance.

    The decision to close this account is final. As such, any further replies or new support tickets regarding this account or issue *** not receive a response."

    Please note that this issue has been reviewed by multiple agents, including supervisors.

    Please also understand that our team is unable to go into details regarding our detection methods due to security issues.

    Kind regards,
    NCSOFT Customer Advocate

  • Initial Complaint

    Date:08/22/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Guild Wars 2 was a game I had purchased years ago and since have been locked out of email pertaining to verification of purchase. I otherwise can provide The card number of (deceased relative) but was trying to avoid prying information to avoid emotions attached to such things. I have already provided them with addresses of every location that account has ever played on, character names (best memory could provide), some of their classes, items worn etc. I also had stated previous encounter with their customer support (GM *****) with the first Email address change with a lot less information than what I provided this time. I had messaged the staff on several occasions to no avail and left me feeling like i would be better off not supporting them any longer. I have spent initially on the purchase of this game $50 and have since gotten expansion packs and in game currency on multiple occasions (which can verify card numbers), not to mention the in game time spent needs to be evaluated since I was under the impression the time I put in was an investment. The email attached to this account is ******************************** I could also provide testimony from multiple family members and friends that can verify ownership.

    Business Response

    Date: 09/01/2022

    Hello Mr ***************** you for contacting NCSOFT ************* through the **********************. I have reviewed your support ticket #*******.

    After review, it appears that our support team is able to assist you with changing the email address on your account.

    However, I noted that, due to the back and forth between our support team and you, you have decided to abandon the process for now. We want you to know that we understand, and that our support team is available to assist you should you change your mind.


    Kind regards,
    NCSOFT Customer Advocate

    Customer Answer

    Date: 09/06/2022

     
    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,

    ********* Job

ArenaNet LLC is NOT a BBB Accredited Business.

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