At the beginning of the week, we reported that the highly anticipated MMO Guild Wars 2 would be holding an open beta for anyone who had pre-purchased the game. Although thousands of people have taken part in the weekend event, some players, including myself, were unable to to take part due to errors: the most common being the ‘Code 21′ error.
When users try to sign into their GW2 account, they are met with the above error message asking them to ‘check your internet connection’. When the error first arose the affected user dismissed it as a common problem that was caused by the high volume of users trying to access the beta. However, 24 hours later users were still getting this error and were unable to even create a character. Users started to use Twitter to try and communicate with the devs, and the official Guild Wars 2 Twitter account responded:
“We are not ignoring you,” they say. Yet on the official beta forums, there was a thread with over 2700 posts from users who also had this problem. Martin Katzbach, one of the community managers for Guild Wars, did reply to the post saying that ‘we are doing everything we can to resolve this’ – but this was a whole ten hours after the beta had gone live. Irritated players vented their frustrations, accusing ArenaNet of ‘deceiving’ people into parting with their cash, only to be told that they might not be even able to play. Some users called for a refund, while others just expressed a wish that the devs would communicate more with the isolated community, with regards to when a fix may be implemented. However, some hours later, Mr. Katzbach decided to close the post.
Now, I can totally understand the frustration that users are going through, not being able to play a beta that they were promised they would. I also accept that this AreaNet’s first beta on such a large scale; bugs and errors are common in any beta. However, closing down the post – which was also being used to keep track on whether a fix was on the way - merely angered players. Users felt like ArenaNet was not being honest with them, and was refusing to help. I completely understand where they are coming from. When the official Twitter account replies to a single user who asks where to download the client, but not to the odd thousand players suffering under a known issue, one can accuse them of not having their priorities straight.