User talk:Gaile Gray/Saved Messages

A Challenge of Game Design
Or, Why Guild Wars offers difficult areas and high-end challenges

One of the challenges of developing a game that is as popular as Guild Wars, and which has a large number of players who continue to play for a long time, is that you want to create an experience that is easily accessible, so that newer players aren't barred at the door with extreme difficulty, yet at the same time, you need to offer continuing challenges for those veteran players, particularly those player who have been with you a long while and for whom a long-range goal is highly desirable.

If all areas were like Pre-Searing, sure, it would be a beautiful game, but it would not be particularly challenging. If all the areas were like the Underworld and Fissure of Woe, it would be challenging, but that difficulty, and the time investment required to make it through those large areas, might disappoint or drive away the newer or more casual player.

Some missions, certain areas, and Hard Mode itself are designed to give greater challenge and in return they give great rewards. Some items require a significant investment of time and effort, and for that investment one receives extraordinary goods. Consider: if you take Halls, you might get a Ghostly Hero, how cool is that? But shall we add a GH to some random chest in Vabbi or Kryta to make it more accessible or more achievable by the casual player? I don't think so!

There have been very few cases where player feedback has caused the design team to substantially alter a mission, quest, or area. One case I do recall was the acquisition of Razah, and that change came after several weeks of observation, much team discussion, and a lot of internal testing. The design team took the time to assure that changing that process was the right decision. The items in question -- Glacial, Destroyer, and Chaos gloves -- are each a long-term goal. I would suggest that the acquisition of the gloves and other high-end items will remain as they are, unless there is sound evidence that they are truly substantially too difficult to obtain. I do not think that anyone is saying that this is the case; they are difficult and time-consuming to acquire, yes, but it would seem strongly the case that they are not so difficult to obtain that a change would be warranted. So at this juncture, while being sure to say I'm not the final authority, I would say that players should not expect a change, and that they should keep in mind that these are truly high-end optional rewards. --Gaile 19:05, 2 September 2007 (UTC)

What Do I Do If I've Been Blocked or Banned?
How Things Work in the Support System

Account action in Guild Wars comes in two forms: Blocks or bans. A block is a temporary "time out;" a ban is the permanent closure of an account. We have two pages that discuss this subject: our Rules of Conduct and our Conduct Breaches and Outcomes document. I strongly encourage you to read those documents if you have questions about how or why an account may be actioned.

When an account is blocked or banned, the player gets a message. The reasons is generally given as "a breach of the Rules of Conduct." The types of breaches and whether they generally fall into the "block" or "ban" category is detailed in the documents above. A blocked account message will state "You may log in again in (specific number) hours." Bans will state that the action is permanent.

So, let's say you've been blocked or banned and you don't think you deserve it. My first advice is: Think about it. Honestly, stop and give it some thought. I've seen many pleas, arguments, cries of outrage, and unfortunate verbal attacks directed towards the Support Team for supposedly unjust actions. And so many times, the facts reveal that the person who expressed the outrage or insulted the Support Team was mistaken in doing so.

If you're blocked, consider just chilling out and letting it pass. If you're not a person who habitually breaks the rules, your time out will be short and there will be no lasting marks against you because they will expire if you keep your record clear for a period of time afterwards.

If you're banned and you really don't know why, or feel there has been an error, you may contact the Support Team to discuss the matter with them. I advise a cool head and decent language when you write... but then I always suggest a cool head and decent language. ;)

Let me explain a few things:
 * Support will not provide you with chat records -- that is against company policy.
 * Support is not required to "prove" that they have made the proper decision in your case. They will listen, but they will not engage in a back-and-forth argument.
 * Support is not required to offer unlimited reviews.
 * Support will not restore an account simply on the basis of the player's view of the ban or the situations leading up to it.
 * Support is not required to respond to continued arguments or to harassment.

When contacted, Support will give you a brief explanation behind the ban. Generally that is enough for someone to recognize what he/she did that resulted in the account action. If that is not -- if you feel that an error has been made or if you believe there are mitigating circumstances -- you may provide additional information to Support. But do be aware that the vast percentage of bans are upheld in an appeal, even when that appeal is escalated to senior staff members or to ArenaNet for review.

You may be interested to know that all blocks and bans are placed by staff members, not by automatic "ban bots." This means that, yes, occasionally a mistake happens. The Support Team will take care to review each appeal, and if an error was made, they are empowered to reverse a ban. The Support Team has a very well-defined and very reasonable set of rules by which to assess reports and incidents, and they are very experienced and fair in both the actions that they take and in their review process, as well.

In the end, we want people to play our game, not to be prevented from doing so by being banned or blocked. Placing a block or ban on an account is never our first choice, it is our last choice. And that choice is one made only with regret and with professional care. -- Gaile 03:45, 17 February 2008 (UTC)