Guild Wars 2

Issue: I purchased 1 Molten Alliance Mining Pick, but was charged for 2 Molten Alliance Mining Pick and received 2 Molten Alliance Mining Picks. I submitted a ticket with a similar screen shot attached to this thread in a request for a refund of 800 gems and the removal of the extra pick from my mailbox (Leaving in the mail box cause I didn’t purchase it, so I will not use it).

This is the response I received from the request for help: "After looking into this situation for you, it appears that a gem restoration will not be possible. This is because we could not find a double Molten Mining Pick purchase on our records. "

Reference Number: 130509-000639

I know for a fact that I have 2 Molten Alliance Mining Picks and the screen shot can prove that I have 2.

I am publicly posting this in order to look for a resolution to my issue. Anet please fix this bug that your system caused.

Hi ExpsGaming,

First of all Im not support. So I’m reacting from an outsite point of view. The provided screenshot proves not much in my opinion. First off all, the recent purchases don’t show any dates. So it could very well be that you bought the other pick before the mystic forge stones.

Besides that you are not showing the second email that came with the second pick. So I don’t see any proof. (not saying your a liar either btw).

I do hope an arenanet official can clear this up for you.

mercury ranique.2170:

Hi ExpsGaming,

First of all Im not support. So I’m reacting from an outsite point of view. The provided screenshot proves not much in my opinion. First off all, the recent purchases don’t show any dates. So it could very well be that you bought the other pick before the mystic forge stones.

Besides that you are not showing the second email that came with the second pick. So I don’t see any proof. (not saying your a liar either btw).

I do hope an arenanet official can clear this up for you.

I understand where you are coming from with those view points. Anet should have date records of my gem transactions and the date to my purchases so they can line up the purchases with the screen shot to see what I am talking about.The screen shot is more or less to just show Anet that I have 2 picks and the basic idea of my transactions. (Though correct me if I am wrong, doesn’t this list have room for 1 more transaction at the bottom? That is my entire purchase history for the gem store, so I don’t know how far down the list goes. If I have room for 1 more slot, then the screen shot proves what I speak of.)

The thing that annoys me about my ticket is that they checked my transactions and they stated they didn’t see a double transaction for the pick, but in the screen shot I can prove that I have 2 picks and with logical deduction one can see that the one purchase to two picks doesn’t match up at all. That is where the logical thinking of this issue is bothering me. They had a Bug. Yes bugs can cause confusion or misleading information, but I’m laying out the information so Anet can see what is going on.

Seeing how this issue is something to do with the Gem Store and its how Anet gathers money from players, I was under the assumption that an issue/bug such as this would be HUGE due to the fact that it -can- occur with other players. I understand Anet’s leeriness with the issue if I am the -only- person having this problem (which I don’t know if I am or not).

I’m just getting annoyed that this issue is taking over a month to resolve. =(

I’m a software engineer myself and I’m willing to work with Anet to assist with this issue and explain in as much detail to what could possibly caused this issue, but if I can’t even make it through people who understand logic, then what?

ExpsGaming.3074:

mercury ranique.2170:

Hi ExpsGaming,

First of all Im not support. So I’m reacting from an outsite point of view. The provided screenshot proves not much in my opinion. First off all, the recent purchases don’t show any dates. So it could very well be that you bought the other pick before the mystic forge stones.

Besides that you are not showing the second email that came with the second pick. So I don’t see any proof. (not saying your a liar either btw).

I do hope an arenanet official can clear this up for you.

I understand where you are coming from with those view points. Anet should have date records of my gem transactions and the date to my purchases so they can line up the purchases with the screen shot to see what I am talking about.The screen shot is more or less to just show Anet that I have 2 picks and the basic idea of my transactions. (Though correct me if I am wrong, doesn’t this list have room for 1 more transaction at the bottom? That is my entire purchase history for the gem store, so I don’t know how far down the list goes. If I have room for 1 more slot, then the screen shot proves what I speak of.)

The thing that annoys me about my ticket is that they checked my transactions and they stated they didn’t see a double transaction for the pick, but in the screen shot I can prove that I have 2 picks and with logical deduction one can see that the one purchase to two picks doesn’t match up at all. That is where the logical thinking of this issue is bothering me. They had a Bug. Yes bugs can cause confusion or misleading information, but I’m laying out the information so Anet can see what is going on.

Seeing how this issue is something to do with the Gem Store and its how Anet gathers money from players, I was under the assumption that an issue/bug such as this would be HUGE due to the fact that it -can- occur with other players. I understand Anet’s leeriness with the issue if I am the -only- person having this problem (which I don’t know if I am or not).

I’m just getting annoyed that this issue is taking over a month to resolve. =(

I’m a software engineer myself and I’m willing to work with Anet to assist with this issue and explain in as much detail to what could possibly caused this issue, but if I can’t even make it through people who understand logic, then what?

If you had indeed purchased the pick twice, both would show up in the recent list. Seeing as only 1 is showing, I can see how they only see 1 pick being purchased.

Just out of curiosity, since it shows only one being purchased did it actually charge you for 2 or did you get one free? If it charged you for 2, they should be able to see the gems being used.

Edit: in other words they should be able to “follow the money”. To see what gems you had, when you had them and what happened to them. If gems disappeared from your account without a purchase on record, that should tell them there is a bug somewhere.

Astral Projections.7320:

Just out of curiosity, since it shows only one being purchased did it actually charge you for 2 or did you get one free? If it charged you for 2, they should be able to see the gems being used.

Edit: in other words they should be able to “follow the money”. To see what gems you had, when you had them and what happened to them. If gems disappeared from your account without a purchase on record, that should tell them there is a bug somewhere.

I see what you are saying and yes, I was charged 2 times for the item and so they should be able to see that I have 800 gems that went into the abyss somehow.

Thinking further about this, it might be hard for Anet to detect the double post because I’m under the impression that the double posting for the picks ‘occurred’ at the same time in their database. I state this because I have issues with my ISP’s upload sometimes which causes lag (sometimes noticeable, other times not). If Anet time stamps the purchase when they received the packet, its possible my ISP sent both packets at the ‘same time’ thus the cause of confusion for part of their systems.

Gaile Gray.6028:

I talked to the team about this and they pointed out that there are multiple ways in which an item can be acquired. For instance, using gold that you have earned in the game to acquire the item would give you a second item, but the transaction would not appear in the game logs in the same way that a straight-out acquisition of the item with purchased gems would appear.

We cannot see that this transaction occurred in the manner in which you describe. I will ask the team if there are additional reviews that they can conduct.

I understand what you mean with different ways to obtain an item with the use of Gold, Karma and other methods in game. This item was a limited gem store only item, so no one is able to obtain the item other than the gem store. Mater of fact, you can no longer get this item in game anymore as it was removed with the ending of the Flame and Frost.

Thank you for looking into this issue.

ExpsGaming.3074:

Gaile Gray.6028:

I talked to the team about this and they pointed out that there are multiple ways in which an item can be acquired. For instance, using gold that you have earned in the game to acquire the item would give you a second item, but the transaction would not appear in the game logs in the same way that a straight-out acquisition of the item with purchased gems would appear.

We cannot see that this transaction occurred in the manner in which you describe. I will ask the team if there are additional reviews that they can conduct.

I understand what you mean with different ways to obtain an item with the use of Gold, Karma and other methods in game. This item was a limited gem store only item, so no one is able to obtain the item other than the gem store. Mater of fact, you can no longer get this item in game anymore as it was removed with the ending of the Flame and Frost.

Thank you for looking into this issue.

I believe that what she is saying, is that only when you buy gems with real money is there a trail they can follow. If you bought gems with in game gold and then those gems bought an item, then they can’t see it.

So, did you buy gems with in real money, in game money, or a mix. It appears from her comment that you did a mix. If its a mix, then that may be why they can only see one transaction on record.

Gaile Gray.6028:

Hi ExpsGaming — I talked to the GMs and they have come up with a solution to this situation. One of them will update your ticket and you can discuss what they have in mind there. I think you’ll find it’s a happy outcome for this matter.

Issue has been address and solved. Thank you for the assistance.