Guild Wars 2

I just used a total make-over kit. It saved the body I picked, but it did not save the face I picked with it. (It disappeared after I confirmed the changes) What’s going on here?

I recently bought a total makeover kit to fix the glow on my Sylvari that I didn’t understand when I made the toon from day 1. I can not see any glow effects on the my toon in the kits screen. Hard to try and fix my glow if the item that is supposed to allow me the ability to do that is broken.

I have done some testing with the kit and notice that while wearing the Nightmare set armor all of its glow features work in the customization screen. So is this bugged? Do I need to report this in the game as well?

Yeah, it is bugged. Indeed.
Several ppl have this problem since they used this kid, i have this problem too.
Wrote an Supportticket to Devs because this is an annoying problem… Hoped they would chance this with the 28th patch. Sadly they didn’t.

To redo your Sylvari’s glow you’ll need a total makeover kit, not the standard one. This recent update does allow you to preview it. Documented on the wiki.

I tried changing my sylvari’s glow color as well and am having the same problem as Gummy. I tried (and wasted my gems, mind you…) THREE times to switch it, and was sure to check, double-check, triple-check that the intensity was at max. This is very disappointing, and I don’t plan on buying another kit, but would very much appreciate if it’s fixed. (I noticed while attempting to change it my third time that whenever you switched panes for character make-over, it reset the glow intensity to 0 for female, but was set at max by default for males. Not sure if that will help in fixing this)

Hello,

We have kind of an problem here…

Oh, and sorry for my bad english, its not my native language.

But let’s get started:

A few players and I wanted to change the “Hair”-Style and the glowing colour of our Sylvari, using the “Total-Overhaul-Kit”.

After we found the right style, we checked if everything was ok, an then clicked the “Accept” Button.

The Kit changed everything what we wanted to…except the Glow.
Its gone now.

I already purchased 2! more of the Kit’s to make sure I set up everything fine, but everything was like i wanted to.

But there’s one exception: If you use the “Glowing-Level” Option, with an male Sylvari, everything is fine, but if you’re using it as female, it looks like its automatically resetting to Zero, no matter what you do.

So we have 3 Players with no Glowing (It looks horrible), and a lot of wasted money.

I already checked other forum’s, there are several player’s with the same problem.

All female Sylvari, all used the Kit, now’s everyone without the Glowing.

Is there ANY way to fix this?!

I really don’t want to start a new character again, just to have my Glow back.

Alright… Thanks for reading, I’m looking forward to your answers.

Greetings

For the record, I used it on my female, human necro. I tried to change it to the style with gothy make up and lizard eyes.

I have run into the same issue. I used a kit today to change the glow of my Sylvari and even though the kit preview showed the change, no change was made to my character. I have already submitted a ticket.

I am also unable to change the glow of my sylvari when using a make-over kit. I’ve wasted two already, and still have no glow. I checked and double checked that before I made the change the intensity was at max. I want a refund for both kits. Either in cash, or two new make-over kits, along with a bug fix. :-/

I had the same issure with my sylvari glow. Used two make-over kits… waste of money unfortunately. Would really like a refund. :-/ I submitted a ticket as well

I got a response, but they said they couldn’t do anything about it. :/

Edit: Couldn’t you guys at least remove them from the shop until you fix them?
________________

“Hi Heather,

Thanks for letting us know about this issue.

Your issue has been noted and escalated to our Quality Assurance Team. If you recall any other details that might help us reproduce this issue, feel free to contact us again with that information.

We would like to be able to offer a refund or replacement for this purchase, but at this time we’re unable to make these kinds of adjustments to characters.

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.

Regards,
Tina
Guild Wars Support Team
http://support.guildwars2.com/"

Matthew Porter.2873:

Thanks for pointing this out! I encourage you to file a customer support ticket and describe the issue, and we will try to help you out!

Now that we are aware of this issue we will work as fast as possible to fix it. Once again we are truly sorry that you encountered this issue, but appreciate your help in finding it.

Yeah, this is a new bug, and I’ve also wasted two kits trying to fix it. The preview now works fine, but the glow intensity slider defaults to minimum if you switch panels then go back, even though it doesn’t change the preview. It doesn’t even matter if you make sure the glow intensity slider is changed before you save changes, it still won’t work.

The make-over kits are glitched and don’t save properly right now. Tina said there was nothing they could do right now, despite Matthew Porter saying to file a ticket. It sucks.

https://forum-en.gw2archive.eu/forum/support/bugs/Total-Make-over-Kit/first#post1335398

Sigh… I wish I had seen this post before I just used a makeover kit… I was trying to figure out why it wiped out my glow because that was one of 3 things I was actually trying to change. And it’s not isolated to Female Sylvari that had a 0 glow at creation, my sylvari was created with about a 75% glow, I used the kit to up it to 100% glow and change my hair and body type.

So what should we do if we got hit by it to get a replacement for when the bug is fixed?

There is absolutely no reason why they cannot refund the money paid for the makeover kits. just put it back on the card it was purchased from. Any business that says they are unable to refund money is lying. There would be no refund section in support if they couldn’t! Just refund the money, and we can buy another kit when the bugs are fixed.

Just wanted to chime in here and report that it isn’t isolated only to the 0 glow setting at creation. I recently used one of these kits on my female sylvari, but she was at 100% glow and no glow was displayed using the kit. I did report this at the time using the in game bug reporting feature.

Having no refunds is fine if the item is not being advertised as something it isn’t. If I knew this item would ruin my Sylvari, I never would have purchased it in the first place… Regardless of policy, if an item is faulty, it should be refunded…

Just got the refund of gems. Thanks Arena net! I will save the gems until the bug is fixed.

Thanks for the headsup. The wording in the Tina’s email rubbed me the wrong way.

Jeffrey Vaughn.1793:

Zeivu, don’t lose hope! Our general policy is “No item refunds” (for various reasons), but because the makeover kits are (potentially) real money items, we’re looking at a better solution for this specific problem.

How did you know you were refunded? Did you get a notification or did you see a change in your gem count?

Just got the refund of gems. Thanks Arena net! I will save the gems until the bug is fixed.

Nine hours from bug raised to patched. Not bad, not bad at all.

“Black Lion Trading Company Gem Store
Fixed a bug where some players using the Makeover Kit were not getting the face they selected.”

@Zeivu : I just received an e-mail from the support team that the gems were refunded to my account.

Ok. Good to know.

If the humans are still currently bugged, would it be a good idea to specify that in the update notes? Don’t want users getting confused afterall.

Jeffrey Vaughn.1793:

Robdalf.2561:

Nine hours from bug raised to patched. Not bad, not bad at all.

“Black Lion Trading Company Gem Store
Fixed a bug where some players using the Makeover Kit were not getting the face they selected.”

That’s actually a seperate issue with human characters, sorry. : (

I have not received any sort of refund and my changes have not appeared, nor have a received a replacement kit so I can make the changes. I’m a little confused now. Has the bug been fixed? Help?

I have yet to recieve mine either. I wonder how many people filed reports before me. While my post is first on the forums, I’m sure others used the support system first. It seems they are refunding the gems used to purchase the kit and are sending emails to notify the changes. Edit: I’ll let this topic die for the night. We probably won’t see anything until tomorrow.

AJ Wolf.7825:

I have not received any sort of refund and my changes have not appeared, nor have a received a replacement kit so I can make the changes. I’m a little confused now. Has the bug been fixed? Help?

I had the same issue. Didn’t like my female sylvari, spent an hour redoing her and now she doesn’t glow. I’m kinda sad; and probably going to try redoing her again, but this time clicking the “make changes” button when the “glow-tab” is open.

Still have yet to recieve my refund for the faulty make-over kit.

When did you submit your ticket? There is a section in the forums for tickets that are more than 3 days old. You can post your ticket number there to get faster assistance. I’m surprised you haven’t been refunded yet, considering it only took about 4 hours to get my refund.

@Dilukum I changed my sylvari with the glow tab open, and still have no glow effect.

I filled the ticket out immediately after Matthew Porter told me too. Not sure why it’s taking this long.

AmberPhoenix.8760:

When did you submit your ticket? There is a section in the forums for tickets that are more than 3 days old. You can post your ticket number there to get faster assistance. I’m surprised you haven’t been refunded yet, considering it only took about 4 hours to get my refund.

Just got my refund!

Thanks Arenanet

Looking forward to the Bugfix ;P

Thank you for the fast response.

@Zeivu: What did you file your ticket under? I filed mine under refunds. Not sure if it matters, but it could be why yours is taking longer.

I submitted a ticket first, then came here. Glad to see I’m not the only one with a problem. Sad to see they aren’t refunding. How about a replacement Kit at least? Or can I be restored to my old look?

Sylvari female – no glow after using the Kit.

ALSO … her eyes no longer face the same direction. The character’s left eye appears to be lower and perhaps looking inward a little. (Cross-eyed from some perspectives). Very nasty. Notice in the picture, the black part of the character’s right eye is at the top, while the black part of her left eye is at the bottom. Isn’t THAT worth a refund? She looks like Marty Feldman in the closeups from her storyline cut-scenes.

I hope that’s just an illusion caused by incorrect shadows. It really does look ‘off’.

Hamfast.8719:

I submitted a ticket first, then came here. Glad to see I’m not the only one with a problem. Sad to see they aren’t refunding. How about a replacement Kit at least? Or can I be restored to my old look?

Sylvari female – no glow after using the Kit.

ALSO … her eyes no longer face the same direction. The character’s left eye appears to be lower and perhaps looking inward a little. (Cross-eyed from some perspectives). Very nasty. Notice in the picture, the black part of the character’s right eye is at the top, while the black part of her left eye is at the bottom. Isn’t THAT worth a refund? She looks like Marty Feldman in the closeups from her storyline cut-scenes.

I received my total makeover kit from a black lion chest which I unlocked from getting a key from the daily achievements. I purchased one before that (which worked fine). I’ve used my second one last night and the preview was perfect but now like many others, my glow is totally gone. Am I able to get a gem refund even though I didn’t actually pay any gems for the second one I used?

Man I wish I had found this thread before I used the make-over kit -_-.

So, now that my sylvari cant glow…………

What do I do ……….

If you didn’t pay any gems, chances are they’ll just ignore you. :/ (More than my request)

Valefor.3246:

I received my total makeover kit from a black lion chest which I unlocked from getting a key from the daily achievements. I purchased one before that (which worked fine). I’ve used my second one last night and the preview was perfect but now like many others, my glow is totally gone. Am I able to get a gem refund even though I didn’t actually pay any gems for the second one I used?

They say to fill out a ticket with support, but I haven’t had my issue resolved by doing it.

Solori.6025:

Man I wish I had found this thread before I used the make-over kit -_-.

So, now that my sylvari cant glow…………

What do I do ……….

So….do we get some kind of notification when this gets fixed? I don’t see any kind of option for notification to forum responses. (Most online forums have a utility to get emailed if there are responses to your post.)

I’ve gritted my teeth over many of the other bugs in the game, but after spending “real life cash” for the kit and having this happen I now feel ripped off.

Where is the “refund” option when submitting a bug report?

This happened to me yesterday. I purchased a total makeover kit through the gem store because I didn’t like the original glow I put on my female Sylvari. 350 gems later, I’ve got no glow at all. While making my changes, I noticed that the glow intensity slider kept resetting to zero every time I switched to a different part of the menu. So, after I had made all of my other changes, I went back and turned the glow intensity slider up before confirming my changes. Everything worked fine in the preview screen. However, once I finished using the makeover kit and was back in game, there was no glow effect.

I filled out a bug report yesterday (I think I did it through “Items, Armor, & Weapons >Animations” or something like that), but haven’t heard back. I just want the changes to go through, a replacement kit sent, or my money back (in which case I’ll buy another kit once the bug has been fixed). Sucks that this is an issue for so many people. Hopefully ANet gets it fixed soon.

Yeah until this bug I’ve always submitted my support requests in game and wondered why nobody was responding. It’s not exactly clear that you can’t get help in game from the in game tools.

I got a refund very promptly though using the support website. Now if it can get fixed, I can reuse those gems to buy a kit to put my glow back. Too bad they couldn’t just edit the character to turn the glow back on.

Got my refund the morning after I reported. Thank you ArenaNet. Hopefully this bug gets fixed soon so I can fix my Sylvari

Zeivu.3615:

If you didn’t pay any gems, chances are they’ll just ignore you. :/ (More than my request)

Valefor.3246:

I received my total makeover kit from a black lion chest which I unlocked from getting a key from the daily achievements. I purchased one before that (which worked fine). I’ve used my second one last night and the preview was perfect but now like many others, my glow is totally gone. Am I able to get a gem refund even though I didn’t actually pay any gems for the second one I used?

They say to fill out a ticket with support, but I haven’t had my issue resolved by doing it.

I filed a support ticket. Hopefully I can get some help.

Jason King.2647:

HeyMattyB.8732:

Where is the “refund” option when submitting a bug report?

Bug reports do not equal support tickets. Bug reports are just that: reports of bugs that devs can review (and fix); you will not get any kind of response to a bug report. Support tickets are filed by going to the Support website.

I hope this helps clarify things!

Thank you for the clarification. I’ve submitted my support ticket through the website.