so if i understood properly,(i’m french) i have to wait until may 12th to see if i’ll get a gem refund or to send a post to get it. cause i bought marjory’s dagger skin 4 times, but 2-3 days later the wardrobe has been announced. so does the refund happens automaticelly on may 12th or i have to create a ticket to get my gems back ? thanks in advance for your answer
Honestly, I would rather not ask for a refund. While it may be in my best interests to ask for gem refunds concerning town clothing, I would really rather see town clothes get their own panel, and otherwise act like armour skins – just without the transmutation cost. I think that would clean everything up, and perhaps make a lot of people happier. (Beyond that, I’m actually reasonably happy with the changes)
“Gem refunds”…? So I spent $20 on town clothes that now look horrible and Arena Net graciously allows me to get 1600 “gems” that I can use for… nothing, because the only items I would be interested in no longer work as they should.
Oh well, I guess you live and learn (specifically, you learn which companies’ products to never buy again).
You are assuming that you will never, ever see another item placed in the shop that you will like.
Sit on the gems you get from your refund. You don’t need to spend them right away.
I submitted my ticket around 11AM yesterday (when they told us to start submitting tickets). Their response was “Someone will be in contact with you as soon as possible.”…..
Guess we have different definitions of “soon”. I hear people getting their tickets done in an hour or two, sometimes a bit longer, but almost two days and no response yet? Is it seriously this busy that I have to wait two days (and counting) to get a refund?
All the information is there. Gem amount, credit card, brief description, everything. There is nothing more they need. Yet they took the time to tell me someone will be with me as soon as possible, yet I have been waiting for almost two days and continue to wait.
If there is seriously this many people getting refunds that it is causing this long of a delay, then it seems that obviously this change was a bad thing.
A day without sunshine is like, you know, night.
Lady Bethany Of Noh – Chronomancer – Lords of Noh [LoN]
Be patient guys! Im sure they get so many request that they don’t know where to put their hand’s. They are all people, not machines. They can’t work faster. Just give them some time.
From the smallest blade of grass to the highest mountain, where life goes—so, too, should you.
I know a lot of you may be concerned with the length of time it’s taking for us to address your refund requests, but please rest assured that we’re working around the clock to get these addressed as quickly as we can. In the meantime, thank you for your continued patience!
EDIT: Please refrain from submitting duplicate tickets, as doing so will increase the amount of time it takes for us to address each ticket. Thanks again!
This was the response to my request for a refund on my duplicate Profane Armor skin I had:
Purchases from the Gem Store are seldom refundable, and in this case we are not able to provide a refund of your purchase. We encourage you to exercise care when conducting all your gem transactions.
I am sorry that we could not fulfill you request in this situation, but please let us know if you have any other questions we can address.
I just quoted the original post along with adding a link to this thread in response.
Head of the Order of the Iron Ravens [OoIR]
Lady Alexis Hawk – Main – Necromancer
Ravion Hawk – Warrior
This was the response to my request for a refund on my duplicate Profane Armor skin I had:
Purchases from the Gem Store are seldom refundable, and in this case we are not able to provide a refund of your purchase. We encourage you to exercise care when conducting all your gem transactions.
I am sorry that we could not fulfill you request in this situation, but please let us know if you have any other questions we can address.
I just quoted the original post along with adding a link to this thread in response.
In that particular case, just update your ticket to request the refund, again. There are certain ‘template’ responses for some things, and obviously, someone clicked the wrong button. I am sure it is a mistake, and will be corrected once you request your refund again. Good luck.
Do we get our Dyes refunded automatically or do we need to contact the support?
I know I have bought many of the special dyes and many of them as duplicates for different chars. Don’t really want to go over every char and take screens for every dye, just to know how many of every dye I got ._.
The original post (section copied below) said how to get refunds of the dyes. Not 100% automatic as you DO have to log in to your chars.
“Dye Refunds:
Dyes exclusive to Dye Packs from the Gem Store will be replaced in the event they were applied to multiple characters on the same account prior to the Feature Pack on April 15th. Duplicates of these dyes will be replaced via the in game mail by May 11th. In order to receive replacements for these duplicate dyes:
Log in to every character on your account after the Feature Pack goes live on April 15th and before 12:01 AM on May 6th (PDT).
We will not be able to process any refund requests via Customer Support tickets before May 12th. If you expected to receive dyes and do not receive them by May 12th, feel free to create a Customer Support ticket at that time. The dyes eligible for refund are:
i just contacted support..apparently they wont refund me for my 2 extra pirate outfits or my 2 extra armor skins saying they never offered such a deal. so i sent them this page..if they can argue that they never said this then the CS rep is in the wrong business lol
Realy? I can’t believe they writed to you something like that. Many people already get their refunds, so why they do not want to give them to the rest of people?
From the smallest blade of grass to the highest mountain, where life goes—so, too, should you.
It’s been three days and neither my husband nor I have gotten our refunds yet. That must be quite the backlog of tickets! I hope when we finally get there, we don’t get a canned response for the wrong issue like some of the posters here have.
Firstwatch Irregular Company – RP, Tarnished Coast
I submitted my ticket yesterday and already got refunded. You do need to submit a ticket if you want a refund, if you don’t you won’t get anything.
Then why do i have to wait so long i havent heard anything back. And i submitted my ticked on wednesday
Did you submit it to the correct support area? If you don’t then it can take much longer to process as it needs to get sorted to the correct team.
I did receive 2 emails from support saying that its been submitted and at the right place. I dont mind waiting a bit but when tickets get handled before yours and you submited earlier then you start to worry a bit.
I received my refund today. I know you guys are responding to a lot of tickets right now, but rest assured, most of us really appreciate what you have done, and what you are still doing. Thank you! <3
I submitted my ticket patch day and haven’t heard back since the “department transfer” of my refund request the first day n_n Replied once each day and still haven’t heard anything back. Bought the fuzzy quaggan hat, panda hat, cargo shorts, designer hoodie, and 2 costumes. All gems were bought with a credit card. You’d think the more real money you spend the better they’d treat you, but apparently that isn’t the case. Gonna have to open another ticket if I don’t get any response by tomorrow.
My ticket is from 19th, and no answer yet o_O. I had experience contacting gw2 support for refunds long time ago (when they just introduced makeover kits there was a bug: using makeover kit on sylvari removed its glow at all.) I contacted support and after 2 hours of waiting got my refunds for 2 makeovers kit I used. But now it’s something strange o_O I got no answer after 2 days of waiting.
I think they don’t have purchase history, when I contacted them when I deleted a character with celebration hat equipped and asked them to watch my purchase history for proof that I had it they refused to give me my hat back for no really true reason, I don’t remember what exactly they said, but.. :c
That’s exactly how to get your ticket delayed/ignored. Insulting them and being rude won’t get you the assistance you want.
OT: Been almost a week now waiting on my ticket. And like the above person said, there is people who made tickets after us and yet they got helped within a few hours to a day. And here we are, waiting almost a week to get a response.
This is the longest I’ve had to wait for any support from any game. And it just makes it worse when other people who have been waiting for a few hours are getting help before those who have been waiting for almost a week. There is nothing complex or mind boggling about my ticket. It’s a simple refund for items that we were told they would refund. So why am I waiting a week for a response?
I’ve never been treated this poorly as a customer in anything, like I have been with Anet.
A day without sunshine is like, you know, night.
Lady Bethany Of Noh – Chronomancer – Lords of Noh [LoN]
Special Note: Due to the depth of new features and changes to the game involved with the April 15th Feature Build, ticket volumes have been higher than normal. We apologize for the extra time that your ticket may take to resolve, but we assure you we will attend to each request as fully and as promptly as possible. Thanks for your understanding and patience!
I am sure they are just swamped, and working as fast as possible. It is probably better they take a bit more time on a ticket, than rush a response that might be less than satisfactory. (Which may be happening, anyway, due to the overload.)
Actually they do have the purchase history, They even said “we do not see where you purchased this item” they then listed my last 50 purchases and then basically told me “No refund kthanxbye” so it seems the money i spent on the game was for no reason since the update. I wish the rest of you better luck, i will be swallowing this 2400 gems it seems.
Removed insulting comment in post via Moderation
I am confused. I just reviewed your ticket history and your request was addressed yesterday. Could you tell me exactly what it is that you are missing or how you felt this should have been resolved, given the details that the agents provided you? Thanks for that clarification.
I just got the refund. Got DC’d while doing Sorrow’s Embrace path 2, but I got my gems.
Without pointing at you directly you got a refund just two days after you submitted a ticket.
Things are very busy, and the team does have a lot of tickets to answer. We ask everyone to be patient and allow us time to resolve each and every request in the best way possible.
I did receive 2 emails from support saying that its been submitted and at the right place. I dont mind waiting a bit but when tickets get handled before yours and you submited earlier then you start to worry a bit.
I understand completely. I should mention that each case can be slightly different. Sometimes a ticket comes in through a different channel — like a different “reason code” — and that can delay the response. There is a delay in response, and I just checked and your ticket is in the proper queue, so we just need to ask for a bit more patience and we’ll get to it ASAP.
Whilst we do understand that folks are frustrated at the moment, please be sure to leave name-calling and personal insults out of your posts. You are welcome to give your feedback, but abuse is absolutely not appropriate.
Thank you for your continued understanding and patience.
I submitted my ticket patch day and haven’t heard back since the “department transfer” of my refund request the first day n_n Replied once each day and still haven’t heard anything back. Bought the fuzzy quaggan hat, panda hat, cargo shorts, designer hoodie, and 2 costumes. All gems were bought with a credit card. You’d think the more real money you spend the better they’d treat you, but apparently that isn’t the case. Gonna have to open another ticket if I don’t get any response by tomorrow.
The last ticket on this account is from February, so it does not appear that you have an active ticket with your current requests. (Unless you’re referring to a second account?) Remember: When you submit a ticket you will get an automatic response acknowledging receipt of the ticket.
My ticket is from 19th, and no answer yet o_O. I had experience contacting gw2 support for refunds long time ago (when they just introduced makeover kits there was a bug: using makeover kit on sylvari removed its glow at all.) I contacted support and after 2 hours of waiting got my refunds for 2 makeovers kit I used. But now it’s something strange o_O I got no answer after 2 days of waiting.
This is a far larger issues than that involving the Sylvari Glow, that is, it involves a lot more players. With all honesty, you’ll probably be waiting several more days before you receive the refund, but please do be patient and understand that while we’re dealing with these requests — which we are fulfilling as a measure of good will — we’re also helping players with log-in issues, with hacked accounts, with bugged characters or system issues that require some pretty intense review.
Fulfilling your personal request is important to us, and we will help you as soon as we can. But we do ask for your understanding as we work through the reuqests.
I received my refund today. I know you guys are responding to a lot of tickets right now, but rest assured, most of us really appreciate what you have done, and what you are still doing. Thank you! <3
Special Note: Due to the depth of new features and changes to the game involved with the April 15th Feature Build, ticket volumes have been higher than normal. We apologize for the extra time that your ticket may take to resolve, but we assure you we will attend to each request as fully and as promptly as possible. Thanks for your understanding and patience!
I am sure they are just swamped, and working as fast as possible. It is probably better they take a bit more time on a ticket, than rush a response that might be less than satisfactory. (Which may be happening, anyway, due to the overload.)
Thank you both for being so understanding!
We’re never happy when our players need to wait to get help, but again, we have a lot of different issues to resolve and we’re going to get to these just as quickly as we can!
I submitted my refund request ticket Wednesday afternoon (around 2:30 pm on the 16th) and almost immediately received a response saying:
“I’m transferring your ticket to a member of the Guild Wars 2 Support Team to further assist you. Someone will be in contact with you as soon as possible.”
… but I’ve heard nothing since. After reading up on some community forums with people talking about their refund requests, I realized I left a lot of detail out of mine and added more to it early Saturday afternoon. Still have yet to receive any other sort of response or acknowledgement of my ticket, and still have not received my refund. I know you guys are swamped (that statement doesn’t even merit a probably to it), but I’m worried I may have gotten lost in the system since some people have received multiple responses to their tickets.
Request number was 546737 if that’s of any additional help.
Same as above. Got a response indicating I was “Being transferred to another department” after putting in my ticket on the 16th, meanwhile my friend that put it in an hour beforehand was refunded days ago. The queue for these is odd, to put it politely.
You have gotten what you paid for, all that remains is biweekly gemshop pushing.
There are separate rules for what is appropriate on the forums and in-game. When you are talking about a discussion with a staff member when a CS person is assisting, you shouldn’t be using their name of people you’ve talked to via Support. It tends to lead to insults and pile ups on our staff, which is why we do not allow it on the forums. It is why the Moderation Team asks you to continue talking to support privately for your privacy and our employees.
We have separate policies and processes for what happens on the forums, and it is a separate team from CS. This is why we ask you to email forums@arena.net if you have any questions about policies or actions on your accounts.
And on this note, let’s get this back on topic, so we do not have to remove everyone’s posts who has veered off topic to Michael & Team’s posts.
I submitted a ticket like many people here. I did get responses in reasonable time frames. I was asked at one point to wait another 48 hours. All of that is good. However my issue is still unresolved because CS just can’t seem to find my purchased items at all, can’t find that they are even on my account, or that I ever even used the skins.
Not sure what else to do at this point, I am waiting for another response. I sent some screen shots to try and prove they are on my account.
I do appreciate how busy the team is and the responses here. I am hoping someone can find the items I bought and take the necessary actions. Not sure how the system works but I keep getting different people looking after my ticket.
Kopper, I think part of the situation here is that you’re confusing two acquired sets with two purchased sets. If you purchased two sets, we’d issue a refund for the second purchased set. But if you purchased one set and got a second set free with the game, that’s not a refund that we’d make.
I’m sorry if I’m misunderstanding, and an agent will continue to review your ticket to see what we can do for you. (In fact, he’s doing so right now.) But I noticed that you mentioned the two sets and I wanted to make sure you were clear on the difference between two purchases (where one would be refunded as a duplicate) and two acquisitions (where we would not issue a refund).
Don’t worry about having multiple agents work on a ticket. Each is reviewing notes left by the previous agent, and I don’t see any failure in the process here.
So any news on my ticket then? You know, the one I’ve been waiting on since Tuesday when we were told to make our tickets?
I just don’t understand why I am waiting this long for this. People are getting their tickets taken care of in hours to a day, while I am waiting almost a week for mine. All of the information is there, I don’t see why it is taking this long. It feels like you guys are just delaying it on purpose.
A day without sunshine is like, you know, night.
Lady Bethany Of Noh – Chronomancer – Lords of Noh [LoN]
I understand that part Gaile. I am referring to Majory’s daggers. Both of which were purchased. Thank you for the post and clarification on the armor sets which were also part of the ticket.
I did receive 2 emails from support saying that its been submitted and at the right place. I dont mind waiting a bit but when tickets get handled before yours and you submited earlier then you start to worry a bit.
I understand completely. I should mention that each case can be slightly different. Sometimes a ticket comes in through a different channel — like a different “reason code” — and that can delay the response. There is a delay in response, and I just checked and your ticket is in the proper queue, so we just need to ask for a bit more patience and we’ll get to it ASAP.
Oh no its ok no rush I was just a bit worried but thanx for the update now I can relax at least
Is it normal to have to wait a week+ for a refund? It’s just 2 town items that were turned into tonics and I’ve yet to get a response beyond automated one the day I sent it.
| Fort Aspenwood (NA): Sylvari Daredevil Thief Main: All Classes 80. | Please Remove/Fix Thief Trait: “Last Refuge.” “Hard to Catch” is a Horrible and Useless Trait. Fixed 6/23/15. Praise Dwayna.
*But if you purchased one set and got a second set free with the game, that’s not a refund that we’d make. *
This seems illogical. I assume you’re referring to the free skin some players received with their game purchase. – that’s not free. Whatever the source of the original skin set (and the original skin had to be the one that came with the game – you misrepresented the order of things) the player still spent gems and potentially out of pocket funds to buy the second skin because he wanted to use it again. He’s in the same spot as everyone else, he spent gems on a second version of a skin which the Wardrobe update rendered redundant.
Even if someone gifted me a skin and I liked it so much that I bought a second version for the old sPvP locker then I’m still due a refund because a major change to the game made gems I spent in the store invalid.
In fairness to the players affected by this change, you should rethink this line of thought – because it isn’t treating them fairly.
P.S. I want to add that I’ve had nothing but good experiences with Support, and I love how communicative Gaile and the others are. I received my skin refund the same day. This is just honest feedback on a comment I saw in the dev tracker.
I drop myself here just to let you know i’m receiving several automated answers like this one:
Hello,
We wanted to apologize for the delay in responding to your support ticket and to assure you that your ticket is in the queue awaiting review. We anticipate that an agent will be able to work on your support request soon, so please watch for our e-mail.
Thank you for your continued patience.
In case you wanna check, my ticket number is 544202: Gem refund (Town outfits)
BTW, it’s been more or less a week since i submited my ticket.
I submitted a ticket last week and have not gotten any response. I understand you guys are busy and I appreciate what you guys are doing about this situation. Just wanted to check and see if I am correctly in the queue for my request.
I submitted my ticket for duplicate “Purchased” Flamekissed on the 19th and haven’t even gotten a reply yet beyond the immediate “Transfer” to another group of support personel
I had a friend gift me 2 skins, i then a few months after went and bought duplicates of these two skins. You guys are refusing to refund me, in fact you want to refund my friend who gifted them to me initially, who btw no longer plays. Can someone explain that to me?
So any news on my ticket then? You know, the one I’ve been waiting on since Tuesday when we were told to make our tickets?
I just don’t understand why I am waiting this long for this. People are getting their tickets taken care of in hours to a day, while I am waiting almost a week for mine. All of the information is there, I don’t see why it is taking this long. It feels like you guys are just delaying it on purpose.
Hmmmm… I only see two tickets with this Display Name: One from January and one from last October. Did you get a confirmation e-mail saying your ticket was received? Can you please give me that ticket number?
I had a friend gift me 2 skins, i then a few months after went and bought duplicates of these two skins. You guys are refusing to refund me, in fact you want to refund my friend who gifted them to me initially, who btw no longer plays. Can someone explain that to me?
Yes, because you only purchased the one set. I’m sorry if your friend is no longer active in the game, but we cannot give you a refund for duplicates that you did not purchase.
What happens if someone has gifted you armor skins from the gem store then a few months later you buy the same skins, which person is refunded?
A person who purchases two sets of the armor skins would be eligible for a refund. The person who received one as a gift and one as a purchase is not eligible because s/he only made the one purchase.
you got a refund just two days after you submitted a ticket.