Guild Wars 2

I tried using a transmutation splitter to split the Chiroptophobia Skin. So I could use the skin on a different character, but I didn’t get the skin back. All I got back was the sigil and the regular greatsword used in the process. I have already submitted a ticket but did not get a response, ( this was over a month ago). I checked my spam box too, but nothing. I’d appreciate a response from a member of the support team please.

Vespa.1790:

I tried using a transmutation splitter to split the Chiroptophobia Skin so I could use the skin on a different character but I didn’t get the skin back, all I got back was the sigil and the regular greatsword used in the process. I have already submitted a ticket but did not get a response, ( this was over a month ago). I checked my spam box too, but nothing. I’d appreciate a response.

You will need to update your ticket, and ask about your issue. The Support team won’t know about your email (or lack thereof) from the forums. Good luck.

Anything on this? This is a well known issue with the splitter. If the item doesn’t work as advertise shouldn’t we get a refund?

Bump- Still have no reply.

Did you update your ticket? Have you checked the threads in Account Issues, especially those that deal with not getting mail from ArenaNet?

I am not sure if I am being tossed around. I submitted a new ticket and was told that:

“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.

It seems to me that you transmuted the item over an already transmuted item and did not receive the Chiroptophobia Skin due to it. The Transmutation Splitter only works whit items that have been transmuted once.

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 told the tech support that I am not after a refund of the gems or the items I bought with the gems but I want the skin back. And Further more the item (transmutation splitter) description states no such thing as “only works whit items that have been transmuted once”. I asked them to pass me up to their supervisor if they are unable to refund the skin.

Next email I was told that it might be possible to return the skin of the item if I provide:
• Date and exact time when you got the item
• Your time zone

I replied stating the seriousness of this request as no one I know keep a date/time log of everytime they get in the game and that the best I would be able to do is a approximate time frame. I then get a reply saying that they require that information and that “Please, take as much time you need to look up that information, we will be waiting for your response.”.

My next reply was:
“Could you give me a procedure to find the exact day and time that I have recieved the skin. I am not certain how it is possible to retrieve this information from the client side as I have no logs of transaction with the game server or transaction with other player via mail. Even if I got it from the trading post the best I could get from that is how many days, weeks, or month ago was it bought.”

And then theirs:
“Thanks for your update,

The only information we can provide for you to search purchases from the Trading Post is going to the tab that says “My Transactions” and it will provide you with the information, on Gem Store, it will show you on the right side all the transactions you have done, but the game does not provide the date or time of the purchases in Gem Store. That would be the only information we can provide because our system operate in a different way than the game itself.

Hope this helps you a little bit."

Am I being trolled by the support team? they basically restated what I said, provided no real way of getting that information they requested because it’s impossible for them but yet it’s somehow possible for me? Could I get a response here as I don’t think I can get a real answer via email. If the transmutation splitter does in fact only work on items that have been transmuted only once then please add that to the description and refund my gems back. I’ll take the loss of the skin as collateral damage for trusting item descriptions.

You aren’t being trolled by the support team — they really don’t have the ability to retrieve the data you are asking for. (Perhaps the game should make it easier for them, but for whatever reason, it doesn’t.)

The item’s description is:

• “Will return the original appearance item and stats item from an existing transmuted item. All items will remain soulbound.” (emphasis is mine)

The “splitter” is probably poorly named:

• The plain text reading of “original” in the above would mean that if an item has been transmuted multiple times, only the very first stats and the very first skin would be split.
• Such meaning makes the “splitter” useless for a lot of people, so it’s entirely understandable to me that people would be confused and expect it to do something else.

Accordingly:

1. I support your attempt to get a refund (see below).
2. I hope that the dev team sees this and renames the splitter. It’s an “original item restoration tool” — its purpose is primarily to restore a reskinned precursor to a form that the Mystic Forge recognizes. In nearly all other cases, you can use a pair of transmutation crystals to make a soulbound skin into an account bound one.

However, since the items works as ANet intended it to, but it’s value is extremely limited, I think you should rephrase your request as follows:

• Ask for someone new to review the ticket. (Don’t create a new one.)
• State clearly that you understand now what the Splitter does (and does not) do, but you were originally misled by the word, “splitter” in its name, i.e. you thought it would split the current skin from the current stats, rather than give you the original skin.
• State clearly that you accept that you have lost an incredibly valuable skin as a result.
• And request politely that, under the circumstances, they refund the gems spent on the splitter.

Most of the time with ANet, a graciously-worded, reasonable request will get some positive results. (It might not be the resolution requested, but it will likely prove sufficient or better to the customer.)

If you don’t get a timely response (i.e. within 72 hours), post a note in sticky thread under Account Issues (“Tickets for Review”). The devs that read the bug forum aren’t connected to the support team and won’t be able to help resolve this.

Good luck and please let us know how it turns out.

Illconceived Was Na.9781:

~snip~

Thanks, I do realise that this could be a rather difficult task for the GMs to do, I have read other reports of how there system works and even had some gems refunded to me before, but was asked to delete the items manually instead of having it deleted/removed automatically from my inventory. So I do realise how limited they are with the system they use. It’s the situation itself that irked me the most in this case, being ignored on my support ticket and then giving me a impossible task to accomplish. Either event I have a new response:

Thank you for getting back to us.
We are currently investigating your issue with the Transmutation Splitter and the Chiroptophobia Greatsword Skin. Please allow us some time, and we will get back to you as soon as we have an update.
Thank you for your understanding.
Regards,

I’ll continue to update as this situation progresses in case others are wondering or have insight.

Final update:
After a careful review of our game records, we have sent a replacement Chiroptophobia Greatsword Skin. While no game error occurred we understand that the transmutation process can sometimes be a bit tricky. In the future when transmuting items, please be very careful to never overwrite both the stats and the appearance of an item you wish to keep as doing so permanently deletes that item.
If you have any further questions, please don’t hesitate to ask!
Regards,

thanks Anet!