Disappearing Gem Store purchases
I saw others posted incident numbers, so the one associated with mine is: Incident: 130908-000861. This is kind of disappointing since I’ve played since the release and have tried to show support through gem store purchases, but the reaction to the situation seems like. “Yes, we see and acknowledge the problem, but we don’t want to do anything about it.”
ArenaNet Communications Manager
You need to continue to work with Support; there’s nothing we can do about this through the forums. Game logs are enormous. That is why the team is asking you to narrow down the time period in which you had the mail. To do otherwise is to dedicate a support agent to hours and hours of log-reviews, and I’m sure you can appreciate that that is not a reasonable proposition. Too, many times when the research is conducted, the team finds that the player was mistaken and that he did not have the item, or that he had another item, or it was on another account, or he forgot he sent it to a friend or sold it on the Trading Post, or something of that nature.
So please forgive the repeated requests for a time period, but otherwise, looking for this mail is like “looking for a needle in a haystack” and crawling through potentially months of game logs for the account is not a practical means of research.
Thank you for understanding.
Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
I’d suggest you all start by looking at the day Scarlet Briar’s patch went in, since that’s when all of my mail was deleted. (Including some I’d been saving since I started playing.) Luckily I had recently emptied my mailbox, or I would have been in much the same position.
EDIT: I’m not sure that’s the right patch. I think it’s the one that deleted the watchknight mini from everyone’s collectibles. But, yeah. It seems to me like there’d be enough specific data for you guys to come to a reasonable conclusion, rather than being forced to search every moment of every day over the last four months.
“Be angry about legendary weapons, sure, but what about the recent drought of content?”
-Mike O’Brien
Because we can’t be angry about both?
-Mike O’Brien
Because we can’t be angry about both?
(edited by Guhracie.3419)
That helps, thank you. I had no idea that the files were so big, or how the research is done. I’m more worried about the monetary transaction though. It just doesn’t seem right that I can enter in credit card information and make a purchase with a very clear electronic trail, and to basically get nothing for my money. At this point I would be happy with a refund of the dollar amount since they can’t seem to find the item, even though I can’t make the gem store purchases again.
That helps, thank you. I had no idea that the files were so big, or how the research is done. I’m more worried about the monetary transaction though. It just doesn’t seem right that I can enter in credit card information and make a purchase with a very clear electronic trail, and to basically get nothing for my money. At this point I would be happy with a refund of the dollar amount since they can’t seem to find the item, even though I can’t make the gem store purchases again.
The psurchase you make is gems, that is very trackable with a creditcardnumber, cause they get payment for that on their side. but those gems can stay on ones account for months or even years. to track that they need e.g. a date to narrow the search window down. Everything you do in the game is being tracked. So those files are indeed massive.
Arise, ye farmers of all nations
Arise, opressed of Tyria!
Arise, opressed of Tyria!