Guild Wars 2

I had purchased the following Items as they were being released this month with a exception of one.

Watch-work mining pick, and Frost-wasp logging tool. The Thresher sickle 5000 was gifted to me from a friend.

My issue is yesterday when the server became unstable. I decided to log off. I came back later that day only to return to find out my three gathering tools were missing from my main character. I believed I may have misplaced them on one of my alt-characters. But after checking all of my alt characters I did not find my gathering tools.

I followed protocol and made a support ticket for the return of my items.(Thinking I could get these items returned to me hassle free). I was uncomfortable with the response I received from Anet’s support team.
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“Hello XXXX,

Thanks for providing the additional information that we requested.

The support team is unable to replace individual items in most situations. However, we were able to make an exception for you in this particular case. Please be very careful because it is
extremely unlikely that we will be able to provide another replacement like this for you in the
future.

We were able to replace the item you bought. The Sickle cannot be replaced to your account as it was purchased by someone else. You will find the replacement items in your mailbox. Please be careful to remove it from the mail using the correct character. Thank you for your patience.

Regards,

GM Master Mind
Guild Wars 2 Support Team".
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Due to the response given to me on the e-mail my friend also needed to make a support ticket to return my gifted item.

While I appreciate my items being returned in a timely fashion. I do not understand why items that are purchased with real cash via “gems” could not be replaced without hesitation or questioning. I am investing money and feel that I should be treated as a valued “customer” and not be warned to make any mistakes again. Which in fact I did nothing wrong and feel the latency issue played a major part in this occurrence. I would also like to know why they put options on these items to accidentally remove them from our accounts.

Emails Attached below.

bulladin.7340:

…..
Due to the response given to me on the e-mail my friend also needed to make a support ticket to return my gifted item.

While I appreciate my items being returned in a timely fashion. I do not understand why items that are purchased with real cash via “gems” could not be replaced without hesitation or questioning. I am investing money and feel that I should be treated as a valued “customer” and not be warned to make any mistakes again. Which in fact I did nothing wrong and feel the latency issue played a major part in this occurrence. I would also like to know why they put options on these items to accidentally remove them from our accounts.

Emails Attached below.

To be brutally honest, I personally feel you are being overly sensitive about the situation. I’m sure their POLICY is to place these warnings in emails whenever these types of replacements are made (I have also received them when resolving a similar issue in the past). There was NOTHING in the response that was remotely unkind or disrespectful so I’m not sure why you think it’s bad for them to up front tell you they are NOT going to do this action again.

Keep in mind that HOW the items were lost is still unclear and while YOU are going to maintain it’s a “game glitch”, I doubt Anet is so sure that’s the case but they are just not going to be overly rude and come out and say that to you.

Could it be worded nicer? Possibly, but I think they certainly DID treat you like a “valued” customer and possibly you are just being a bit touchy about how they “handled” your request.

I’m grateful CS replaces items lost for whatever reason now, as it is not something they could do in the past.

Thank you, CS Team. =)

Brother Grimm.5176:

bulladin.7340:

…..
Due to the response given to me on the e-mail my friend also needed to make a support ticket to return my gifted item.

While I appreciate my items being returned in a timely fashion. I do not understand why items that are purchased with real cash via “gems” could not be replaced without hesitation or questioning. I am investing money and feel that I should be treated as a valued “customer” and not be warned to make any mistakes again. Which in fact I did nothing wrong and feel the latency issue played a major part in this occurrence. I would also like to know why they put options on these items to accidentally remove them from our accounts.

Emails Attached below.

To be brutally honest, I personally feel you are being overly sensitive about the situation. I’m sure their POLICY is to place these warnings in emails whenever these types of replacements are made (I have also received them when resolving a similar issue in the past). There was NOTHING in the response that was remotely unkind or disrespectful so I’m not sure why you think it’s bad for them to up front tell you they are NOT going to do this action again.

Keep in mind that HOW the items were lost is still unclear and while YOU are going to maintain it’s a “game glitch”, I doubt Anet is so sure that’s the case but they are just not going to be overly rude and come out and say that to you.

Could it be worded nicer? Possibly, but I think they certainly DID treat you like a “valued” customer and possibly you are just being a bit touchy about how they “handled” your request.

While you have valid points. I don’t completely agree with you. Sure they returned my items in a timely fashion. I appreciate that they were able to. But even if I lost the items due to human error. There is no reason they should not be able to return them. I played other mmorpgs where I lost items due to not paying attention. I requested to see if I could get my items back and within an hour they were returned no question asked. So why should this be any different? all three of these items were pay for with gems and in my case I did not lose them to due human error. Since all I did was log off and log back on.

Well the main point of the post is to show how things were handled and that I wasn’t completely happy how they handle the situation. It Also may alert other players to be twice as careful with their items they purchased.

Hmm… seems the issue wasn’t resolved and it in fact may have been a bug. I will post back later and now trying to contact support again.

So for anyone reading this Support team will not return “GIFTED ITEMS”. I had my friend make a ticket since the above post said that they will not return the sickle as I did not buy it. Now I did say I got my sickle back in the post. But it wasn’t due to support team. My client apparently had corrupted files. So after a update. My char engi some how magically had a sickle in his equipment slot. Also when my friend made a ticket about the lost sickle. Support team just shove her aside and said they can’t not discuss details about it with her. Even though she is the one who pay for the item.

I hope the support team changes how it functions in the future.

bulladin.7340:

So for anyone reading this Support team will not return “GIFTED ITEMS”. I had my friend make a ticket since the above post said that they will not return the sickle as I did not buy it. Now I did say I got my sickle back in the post. But it wasn’t due to support team. My client apparently had corrupted files. So after a update. My char engi some how magically had a sickle in his equipment slot. Also when my friend made a ticket about the lost sickle. Support team just shove her aside and said they can’t not discuss details about it with her. Even though she is the one who pay for the item.

I hope the support team changes how it functions in the future.

So wait a minute. The sickle that disappeared was not Anet’s fault but your corrupted file? And you are upset they could not replace or would not replace due to a problem on your end? Also you are unhappy that support would not discuss your account issues with someone else? Odd… Personally, I’m glad to hear support won’t discuss my issues with someone else, account security and all.

JustTrogdor.7892:

bulladin.7340:

So for anyone reading this Support team will not return “GIFTED ITEMS”. I had my friend make a ticket since the above post said that they will not return the sickle as I did not buy it. Now I did say I got my sickle back in the post. But it wasn’t due to support team. My client apparently had corrupted files. So after a update. My char engi some how magically had a sickle in his equipment slot. Also when my friend made a ticket about the lost sickle. Support team just shove her aside and said they can’t not discuss details about it with her. Even though she is the one who pay for the item.

I hope the support team changes how it functions in the future.

So wait a minute. The sickle that disappeared was not Anet’s fault but your corrupted file? And you are upset they could not replace or would not replace due to a problem on your end? Also you are unhappy that support would not discuss your account issues with someone else? Odd… Personally, I’m glad to hear support won’t discuss my issues with someone else, account security and all.

LoL I am not upset they wouldn’t return it. If it wasn’t a corrupt file issue. I would not have my sickle back as they will not return gifted items. Stop thinking like a kid. Also who said they need to discuss account details? no one said anything about my account.

This also shows that ANet does not have the tools required to track store bought items. So if you lose one they have to make an assumption that you bought it and lost it. in-order to return it to you. But i could be wrong and just got a support team that did not really want to help.