Back in the day, when the witch costume and riding broom went on sale I bought them (was gifted them). When the new April patch rolled, my costume was put in wardrobe…cool, but my riding broom turned into a “toy broom”, which is a brawl toy thing. I do not want a toy broom, I want the broom that was paid for. I do not want an exchange, except that you can have this silly toy broom back, and return my riding broom.
I submitted a ticket (582133 ), waited for about two weeks before I got a message today that said:
_"While we understand you would like to get a replacement for the Riding Broom, we are not able to offer gems or exchange for this particular type of item.
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 do not think support understood my issue, which is to say;
1.) I paid for a premium item.
2.) You took my premium item away and replaced it with an item of no value to me.
3.)That premium item is still for sale in the gem store.
4.) I should not have to rebuy my premium item to have it, since I’ve already paid for it once.
5.) Anet should return my Riding Broom.
How do I appeal a support decision?
Update your ticket, and explain, again, that your Riding Broom is missing.
I’m not sure they replaced your Riding Broom, but rather the Enchanted Broom that came with the Witch’s Outfit/Costume with the Toy you now have.
Good luck.
(edited by Inculpatus cedo.9234)
Well, what they said was they couldn’t offer gems or exchange…which is fine, I don’t want gems, I want the riding broom…for which I have already paid gems.
That’s the thing; this is a premium item, purchased with gems, which were purchased with cash.
If Anet can just randomly decide to remove premium, paid-for items out your inventory, then there is no point in buying items with gems.
It’s like, there are some cool skins in the store now, and I thought about buying them, but if Anet can just take them away anytime they want, then there’s no point is spending the $10 or whatever the dollar equivalent of 800 gems is.
That’s the thing here; this was a premium item, for which I paid, and Anet either accidentally via a bug, or intentionally, removed it. All I’m asking for is that they restore the item I’ve paid for. Or at the very least, give me an explanation of why they think it’s ok to charge for an item, but them remove it from inventory whenever they feel like it.
Update your ticket and explain it again if they misunderstood you. If, after another round with them, they still don’t understand what you are saying then you can appeal the decision with Gaile. But try once more with them before you do that.
ArenaNet Communications Manager
You did not purchase the Riding Broom. As an agent explained to you today, “Upon further investigation, we checked your gem purchases but we were not able to verify that a Riding Broom was purchased only a Witch’s Outfit that comes with a Toy Broom. As previously stated we will not be able to offer a refund for such item.”
If you had a Riding Broom, then perhaps it was gifted to you, as you mentioned in your first post. If that is the case, we cannot refund gems to you for an item that was purchased by someone else. But I believe that you were mistaken about the nature of the item, that you did not make the purchase (because game logs would reflect that purchase), and that the response by the agent answers the question completely.
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