Guild Wars 2

Dear ArenaNet,

I have loved Gw2 ever since I purchased it in early January. I have gone on to level 3 characters to 80 and gear them in full exotics. I play daily and have put significant time into my account, and until today I couldn’t be happier with it.

Last night, I was in WvW leading my guild. I ended up having to go AFK and obviously I timed out and ended up in Lions Arch. I go to my inventory to look at all of the loot I obtained in WvW and to empty my Loot Bags. Before doing this, I go to switch to my Super Greatsword (which I had previously equipped). It was not there and obviously I was a bit upset seeing it not on my account.

I went to check my bank, it was not there. I checked the merchant, and it was not in my recently sold items. It was soulbound so I couldnt transfer it to anybody else. In my mind, a mistake was made, and I was going to contact the creators of this game to see if I could get a simple rollback to regain my greatsword which was mysteriously missing.

I sent a ticket this morning at work during one of my breaks, and they responded promptly. I was quite happy to see that ANet got back to me ASAP. However, that happiness faded once I opened it.

“Unfortunately, we are currently unable to restore any items that are destroyed in-game, vendored and are no longer in the buyback tab, or sold on the Trading Post. I’m very sorry for the inconvenience this causes you. Hopefully at some point in the future, this may be a courtesy we may be able to provide.”

This was a shocker to me, not because they said they couldnt restore items that were lost as per user error, but because they assumed it was user error. I was positive that it was more of a game error, or glitch (as this game is glitched and bugged beyond belief), so I responded asking them to check the logs.

I was then greeted with this:
“Based on our logs from the 48 hours prior to your contacting us, it doesn’t appear the item was salvaged, destroyed, or sold on the Trading Post. If this occurred before that, we would need a specific time and date to check those logs. Aside from that, we’re not able to see what may have happened.

I’m sorry that there’s not more that we can do in this case. Please let us know if you have any other questions or concerns."

As I was in WvW and then kicked off when this incident occurred, I was obviously not shocked to see that they confirmed that this was NOT a user error. So if user errors were eliminated, then that should leave a server or programming error, right? I wrote back and essentially stated that they owned up to this being a non-user error (which I would have fessed up to and swallowed my own mistakes), and that they should at least roll my account back to last night or the previous snapshot of the account as I would be perfectly fine with losing whatever gold I made. I just did not want to waste more time in the Super Adventure Box getting back the skin.

Unfortunately, I received this as the final answer:
“As I said before, we are only able to provide a rollback if we can verify the account was compromised. As yours was not, our tools will not allow us to perform a rollback on your account. "

Now tell me, even though my account wasn’t compromised, and it was not a user side error (as admitted by reviewing the logs), why can you not satisfy a loyal customer?

Thanks!

This honestly should be a matter that they fix because it is something they themselves stated as being destroyed or disappeared in some way. If they have something that proves it was destroyed, salvaged, etc, and that it just disappeared due to a glitch on their part, they should rectify the wrongs that they have caused

If it is confirmed that he had this item, and he didn’t dispose of it through user error, it absolutely makes sense to restore it to him. That’s pretty much common sense.

Apparently, there was a server rollback last night. That means that you lost your item due to the rollback, and will probably never get it back. Really sucks mate.

cletiscake.9173:

Apparently, there was a server rollback last night. That means that you lost your item due to the rollback, and will probably never get it back. Really sucks mate.

I got it the night the Super Adventure Box came out. I was up until 4 AM playing the game to get it. I used the skin on my Ghastly Greatsword, so essentially I lost 2 valuable items.

The rollback did not remove it (unless it rolled back 2+ weeks).

Hope you get it back.

Agreed. They can clearly see that it was nothing the OP did. Hopefully a superior of the a-net responder will be made aware of the situation.

Hope you get your item back and that Anet takes some responsibility for there errors.

I agree with Rall that he should get it back.

Guardian is our guild leader and our guild believes in him, Anet please believe in him too! This is a positive influence on your community, a community organizer, and a genuinely good guy. Do you want him to be the guy robbed of a weapon skin he so proudly displays and to which he so patiently earned? I implore you to look to your sense of understanding in this matter.

I too honestly wonder if something like this happened to me before. I remember at one point I had 900k of karma and never spent any only to find I only had like 100k karma. Nothing was touched on my account and I had all my exotics and this was after the verification problem. I hope ANET listens to you man.

I really hope you get your greatsword back, as it is clearly an error on ANet’s side.

Anet should:
Check OP account to see if the “missing” item was ever on the account. If so, they should then see if it was ever sold/salvaged/dropped between that time period and today. People do lie about game items to get them for free believe it or not. If it was not sold/ salvaged/dropped and is not on the account, Anet should give the said item back to the player.

Roman Legionary.6715:

Anet should:
Check OP account to see if the “missing” item was ever on the account. If so, they should then see if it was ever sold/salvaged/dropped between that time period and today. People do lie about game items to get them for free believe it or not. If it was not sold/ salvaged/dropped and is not on the account, Anet should give the said item back to the player.

I really wouldn’t go through the effort of exchanging X messages with ANet and then writing an essay on forums for a greatsword other than Twilight if I were lying :P

Some information for ANet in case they do decide to help, with regards to the origin of the greatsword:
- Personally crafted Mystic Claymore
- Transmuted Claymore stats onto a Ghastly Greatsword from AC
- Used the Super Greatsword Skin I acquired for 50 baubel baubels on the transmuted Ghastly Greatsword

I acquired the skin the morning after the SAB came out essentially (or maybe 2 days after?)

I had ownership of the sword (as far as I know) until approximately 7:30 PM EST on April 15th. Please go ahead and check your logs to see that.

Your logs show that the sword was not salvaged, destroyed, sold, etc in the past 48 hours. So if none of those occurred in the past 48 hours, and I no longer have the sword, where did it go?

I am NOT asking for a free sword.
I am NOT asking for a free skin.

What I am asking for is a simple rollback of my account to the point where I had the greatsword (around 7:30 PM EST on April 15th). If you cant do that, why not just give me a soulbound skin that I can only use and not sell.

I just want resolution.

Their policies don’t let you. That’s it really.

Loli Ruri.8307:

Their policies don’t let you. That’s it really.

ANY company can hide behind policies and spout out “well according to our policies…”

Why the hell should a company hide behind their policies when they admit that they understand it wasnt a user related issue that caused this? At my place of business if we make a certain mistake or something goes wrong on our end, we sure as hell rectify the issue and make things right for the people paying our salaries. Why should ANet be any different? What makes them above giving proper customer service?

Well I know they can give you items in the game. However there are rules that govern what a customer support operator can do.

Anet has never restored items to players. Even in GW1 when they had server roll backs, errors, etc. They have stated that it is a function that they do not even build in to the game, if that has changed, only they can answer.
By any chance, was your inventory full and did you switch weapons? I am not sure on the details, but there was a bug that would cause your equipped item to disappear if that was the case.
For restoring whole accounts for lost items, an account restoration is given once and only once over the life of an account. They have stated pretty clearly that restorations are only done in the case of an account being hacked. It’s tough, it happens, (it has even happened with legendries) it has happened to me as well, and it happens in many online games. Nothing you can really do about it. Sorry for your lose, but you still have time to try for the skin again.

ShiningSquirrel.3751:

They have stated pretty clearly that restorations are only done in the case of an account being hacked.

They did state as well that there is an exception to the rule of only once. They will allow another restoration, but the criteria for allowing a 2nd restoration was more strict. Basically account restoration takes up resources and time, so if you get hacked, restored, then hacked a few days later, they did their part already in helping you, but you let it happen again anyways. But if you got hacked, restored, 3 years later hacked again, they ain’t going to be a bunch of meanies and say no.

I am fighting with Customer Service now with the same issue. Ran FotM on Monday 4/15 around the same time you did and received a Pristine Fractal and Ascended ring. Both were missing from my inventory yesterday. Here is there response -

" Hello Carl,

Thanks for contacting the Guild Wars Support Team.

While I would like to replace or restore your items, the Guild Wars Support Team is unable to replace individual items for the situation that you have described.

Please let us know if you have any other questions or concerns. "

What if they are right that you didn’t salvage, sell or destroy the Great sword within the 48 hours prior to their check, but that this was done prior? You indicated that as far as you know, you had the item but what if that’s not accurate? When do you know for sure that you had the item last? Was it longer than 48 hours prior to their check?

I’m not trying to defend anyone here, it’s just that there seems to be a piece missing in this because you’re not indicating for sure that you had the item. You state “as far as I know” which leads to speculation that you may not have had it then when you think you did.

Wirldwide.8046:

What if they are right that you didn’t salvage, sell or destroy the Great sword within the 48 hours prior to their check, but that this was done prior? You indicated that as far as you know, you had the item but what if that’s not accurate? When do you know for sure that you had the item last? Was it longer than 48 hours prior to their check?

I’m not trying to defend anyone here, it’s just that there seems to be a piece missing in this because you’re not indicating for sure that you had the item. You state “as far as I know” which leads to speculation that you may not have had it then when you think you did.

I see what you’re saying, but no.

When I said “as far as I know”, I meant it was the last time that I knew beyond reasonable doubt and within full certainty that I had the item in my possession.

My character experienced a rollback while in WvW last night. It was actually to my (very slight) advantage, so I didn’t bother to report it. I’ll list the details below in case the rollback issue is more widespread and perhaps impacting your case here; if there was a rollback for your character, too, it might explain why AN seems to be a little confused about what’s going on. A rollback would imply their own DB is missing information.

At roughly 03:15 PST, my thief was punted from the green BL while mapping “login server connection lost, etc etc”. Attempted to log back to that same BL were met with the same error. However, I could log into all other WvW zones as well as LA. I tried full exit and relog. Same result. All zones but green BL were fine. Rougly 15m later, I tried the green BL again and was able to enter.

Checking the map showed two POI and one skillpoint that I had obtained were now shown on the map as unvisited. I checked my character’s skill point total and it was fine; ie. the character had not lost a skill point. The character had all it’s skill-points (and I assume XP) and and only lost data on where it got that skill point.

I ran back, suspecting that when I got close, the map would adjust itself, but I was able to obtain the same skill point and the XP for both POIs a second time. I don’t know about items. If the character lost any, it was only v.minor junk.

Hope this helps out on resolving the problem.

Gaile Gray.6028:

I am very sorry that this happened. I’d be happy to review the ticket, but I don’t see the number here. Can you give me the 12-digit number?

In general, game logs are both reliable and comprehensive. When an agent says they have not been able to confirm the details that were provided by a customer, you can be sure that they have tried to do that. If someone says “I had XX item and it’s gone” the team looks at it from various angles: Were they hacked? Did they sell it? Did they destroy it? When they cannot see any of that happening, they answer candidly to that effect.

Our first objective is to keep every legitimate player happy and well-served. So while I have not yet been able to review your particular ticket, in general, the response comes after an extensive effort to help, and is not a means to brush things under the carpet.

Reference #: 130416-000489

Yeah I spent the last 4 days grinding out some SAB to get my skin back. It was a pain in the butt, but I finally acquired it back.

It’s just super frustrating that i had to use my time available to play and have fun, to do a grindfest to get back something I feel was unfairly lost

Any update or resolution on this issue?

Still waiting on a follow up, thank you.

Just a heads-up, the Support Liaison is away on vacation. Just letting you know you are not being ignored. Good luck. =)