I was speaking with an attorney today to see what my legal options were regarding the poor quality of Technical Support that ArenaNET has provided. His offered to file a complaint on my behalf with their sales/legal department requesting a timely response or to provide a refund for negligence on behalf of the developer. When he started asking more information about it, I showed him the official forum (which I explained was the official unofficial support channel to their customers) as well as to the support tickets that I had filed that had still gone unanswered. He was, understandably, completely shocked by the number of "I haven't been contacted in x weeks" posts and the tone of frustration in most of the posts we scrolled through.
We found several cases where customers had not even been able to get into the game since purchase - one going back nearly twelve weeks.
I explained that there was no way to reach or speak to a person, no escalation routes through the company, no consistent communication to their customers regarding progress (or in some cases explanations as to why there was a problem), and no perceived accountability of ArenaNET post-sale.
His next suggestion was to file a complaint with the Better Business Bureau in Washington State to document the grievance, document the attempts to reach support for the product, and try to locate and participate in a Class Action Lawsuit against ArenaNET for failure to provide services/support.
Is there, to anyone's knowledge, a suit already going on? He gave me the name of folks at his firm that specialize in Class Action suits, but I really don't want to be the guy spearheading this (or fronting the bill to get it off the ground).