Guild Wars 2

I bought gems on 05/25/2013, 06/05/2013, and 06/07/2013. The gems were used to purchase the following items:
-World Transfer
-World Transfer (again)
-A few bank tab increases
-A quaggan plush backpack cover town clothes item
-A Panda hat town clothes item
-A Quaggan Hat town clothes item
-A Casual Hoodie town clothes item
-A Khaki Cargo shorts town clothes item

On 06/24/2013 I am sure all my items were in my account as I have a conversation to my friend about them and remember having to look at them in game to remember their exact names and prices. After scanning my inventory (bank and all personal character bags) and viewing my recently purchased log (to be sure there wasn’t a refund or rollback for some reason) I confirmed the items missing were as follows. No other items wre missing that are not on this list:

- One Quaggan Plush Backpack Cover town clothes item
- One Guild Wars 2 Early access celebration hat (see attached pic for reference)
- One Khaki Cargo Shorts town clothes item
- One Casual Hoodie town clothes item

The character used to view these items was since retired (for a new Norn Engineer character using the new mustache model added with the sky pirate patch).

I can reopen and clarify the ticket but always I get the same response stating they need the same information I have already given them and then that the items cannot be found. I understand that it may be possible the items are not recoverable (though that would greatly disappoint me) but the reason is not clear. It seems the logs do not show the items in my possession (according to the reps) on any of the dates specified. However, my bank account shows them being deducted (for the gems) and my recently purchased tab shows them bought.

Ticket information is as follows:
Black Lion Trading Co. item missing [Incident: 130629-002318]

You said you “retired” a character does that mean you deleted it? Are you sure the items weren’t on the character you deleted?

Astral Projections.7320:

You said you “retired” a character does that mean you deleted it? Are you sure the items weren’t on the character you deleted?

Yes, I deleted the character but last I remember the items were in the bank not on the character. This is further reinforced by the fact that the other items were in the bank as well and ArenaNet has no record of the items being deleted/removed/or anything.

From another thread, I gather that if you bought gems with gold there is no digital paper trail for them to follow to see if items were bought. They can only see items bought with a credit/debit card. Which may be the reason they can’t see it.

Astral Projections.7320:

From another thread, I gather that if you bought gems with gold there is no digital paper trail for them to follow to see if items were bought. They can only see items bought with a credit/debit card. Which may be the reason they can’t see it.

I am sorry for the confusion. I did not buy the gems with gold but actually spent real money through the in game cc screen. I apologize for not mentioning that in my original post.

Np. It was just a possibility.

If you were looking over the items using a character that is now deleted, it’s remotely possible that they went into inventory and you forgot.

There was a thread a while back from a guy who had 2 Dawns. He sold one and the other disappeared from his bank, he said. He contacted support and they tracked it down. He had sold both and forgot.

If its gone, I’m afraid it’s gone. However it happened. If you truly think it wasn’t on that character you can file a bug report for their information but Gaile has already said on a previous thread that ANet does not have the tools to replace individual lost items. If they can’t see what happened to the items, then I guess they won’t give a refund.

Edit: though I guess it wouldn’t hurt to continue with trying to get support to refund you or replace as I could always be wrong. Couldn’t find a direct quote to back up what I said.

Okay, that is pretty much the gist I got from them as well. Kind of a bummer since that was a decent amount of money spent. I would have been happy even just them telling me that is what happened (that I deleted them) and it wasn’t a bug or something. Makes me iffy about buying things on the BLTC as this was the first time I had tried it.

Thank you for taking the time to reply and at least give me a possibility to pursue. After 8 messages back and forth with 8 different GMs I was getting nowhere. I will attempt to do as you say and file a bug report.

Thanks again.

BakBakaa.2453:

Okay, that is pretty much the gist I got from them as well. Kind of a bummer since that was a decent amount of money spent. I would have been happy even just them telling me that is what happened (that I deleted them) and it wasn’t a bug or something. Makes me iffy about buying things on the BLTC as this was the first time I had tried it.

Thank you for taking the time to reply and at least give me a possibility to pursue. After 8 messages back and forth with 8 different GMs I was getting nowhere. I will attempt to do as you say and file a bug report.

Thanks again.

The likely reason to be somewhat cryptic bout it is cause some people make a bug huge issue bout being confronted with human error. I have worked some years in customer support and have seen that many customers do not like to hear something that they goofed up. So thats why they stay somewhat cryptic. You might want to share the messages you got and I might be able to help you to see if it is the polite way of saying that you did make a mistake or that they just dont understand the situation.

Keep in mind that support deals with people from all over the world from very different cutlures, that what offends you might not offends me and the other way around. So they often have to keep a formal tone.

mercury ranique.2170:

BakBakaa.2453:

Okay, that is pretty much the gist I got from them as well. Kind of a bummer since that was a decent amount of money spent. I would have been happy even just them telling me that is what happened (that I deleted them) and it wasn’t a bug or something. Makes me iffy about buying things on the BLTC as this was the first time I had tried it.

Thank you for taking the time to reply and at least give me a possibility to pursue. After 8 messages back and forth with 8 different GMs I was getting nowhere. I will attempt to do as you say and file a bug report.

Thanks again.

The likely reason to be somewhat cryptic bout it is cause some people make a bug huge issue bout being confronted with human error. I have worked some years in customer support and have seen that many customers do not like to hear something that they goofed up. So thats why they stay somewhat cryptic. You might want to share the messages you got and I might be able to help you to see if it is the polite way of saying that you did make a mistake or that they just dont understand the situation.

Keep in mind that support deals with people from all over the world from very different cutlures, that what offends you might not offends me and the other way around. So they often have to keep a formal tone.

Thank you very much for the offer. What would be the best way to show the communication here? It seems my issue is not going to be resolved but I would love to know if there is anything I could have done better.

BakBakaa.2453:

mercury ranique.2170:

BakBakaa.2453:

Okay, that is pretty much the gist I got from them as well. Kind of a bummer since that was a decent amount of money spent. I would have been happy even just them telling me that is what happened (that I deleted them) and it wasn’t a bug or something. Makes me iffy about buying things on the BLTC as this was the first time I had tried it.

Thank you for taking the time to reply and at least give me a possibility to pursue. After 8 messages back and forth with 8 different GMs I was getting nowhere. I will attempt to do as you say and file a bug report.

Thanks again.

The likely reason to be somewhat cryptic bout it is cause some people make a bug huge issue bout being confronted with human error. I have worked some years in customer support and have seen that many customers do not like to hear something that they goofed up. So thats why they stay somewhat cryptic. You might want to share the messages you got and I might be able to help you to see if it is the polite way of saying that you did make a mistake or that they just dont understand the situation.

Keep in mind that support deals with people from all over the world from very different cutlures, that what offends you might not offends me and the other way around. So they often have to keep a formal tone.

Thank you very much for the offer. What would be the best way to show the communication here? It seems my issue is not going to be resolved but I would love to know if there is anything I could have done better.

copy/paste the text. make sure you censor any personal data like emailadress and real life names.

I wont look at it though till tomorrow, cause im off to bed in 5 minutes.

mercury ranique.2170:

BakBakaa.2453:

mercury ranique.2170:

BakBakaa.2453:

Okay, that is pretty much the gist I got from them as well. Kind of a bummer since that was a decent amount of money spent. I would have been happy even just them telling me that is what happened (that I deleted them) and it wasn’t a bug or something. Makes me iffy about buying things on the BLTC as this was the first time I had tried it.

Thank you for taking the time to reply and at least give me a possibility to pursue. After 8 messages back and forth with 8 different GMs I was getting nowhere. I will attempt to do as you say and file a bug report.

Thanks again.

The likely reason to be somewhat cryptic bout it is cause some people make a bug huge issue bout being confronted with human error. I have worked some years in customer support and have seen that many customers do not like to hear something that they goofed up. So thats why they stay somewhat cryptic. You might want to share the messages you got and I might be able to help you to see if it is the polite way of saying that you did make a mistake or that they just dont understand the situation.

Keep in mind that support deals with people from all over the world from very different cutlures, that what offends you might not offends me and the other way around. So they often have to keep a formal tone.

Thank you very much for the offer. What would be the best way to show the communication here? It seems my issue is not going to be resolved but I would love to know if there is anything I could have done better.

copy/paste the text. make sure you censor any personal data like emailadress and real life names.

I wont look at it though till tomorrow, cause im off to bed in 5 minutes.

Absolutely fine. Feel free to be as frank as you need to be. I would love to know where I went wrong on this one.

Thank you,
Customer via CSS Web 06/29/2013 02:40 PM
I recently bought a ‘quaggen plush backpack cover’ from the Black Lion Trading Co. using gems I had purchased with my credit card. Since then it seems to have gone missing. I am not sure what made this happen but I would like a refund of the gems (so I can repurchase it) or an replacement of the item. I appreciate your help and time finding a resolution to this matter.

Thank you,

Customer via CSS Web 06/29/2013 02:48 PM
Hello,

I apologize for the multiple added updates to this issue but I have logged in to check my recent history and noticed that I am also missing the following items (according to my purchase history):

- Casual Hoodie
- Khaki Cargo Shorts
- Gw2 early access hat reward

This is extremely worrisome and I look forward to your helpful reply on this issue.

Thank you,

Customer via CSS Web 06/29/2013 02:43 PM
Hello,

In addition to the information already provided I would like to add that I have an empty mailbox and have checked all my character’s equipped items, bags, and the shared bank.

Guild Wars 2 Support Team
http://support.guildwars2.com/
Response GM Roger via Email 06/29/2013 03:17 PM
Hi ,

Thank you for contacting the Guild Wars 2 Support Team!

I am transferring your ticket to a senior member of the Guild Wars 2 Support Team to further assist you. Someone will be in contact with you as soon as possible.

Regards,
Roger
Guild Wars 2 Support Team
http://support.guildwars2.com

Response GM Barracuda via Email 06/29/2013 04:27 PM
Hello,

Thank you for contacting the Guild Wars 2 Support Team.

Can you please tell me when you lost your back pack cover so i can look for the item and see if I can restore it?
I looked for your wizards hat and it was not found on your early access, due to this I cannot restore you the desired item. If you did not mean this item please be so kind and write back in order for us to help you.

I will be waiting for your reply in order to further assist you.

Regards,

GM Barracuda

Customer via CSS Web 06/29/2013 06:06 PM
Hello GM Barracuda,

Thank you for your response and help. I just noticed they were lost today. The last time I remember seeing the item was on 06/27/2013. The gems were purchased (as well as the items) through the in-game purchase screen in the Black Lion Trading kitten 5/25/2013, 6/05/2013, and 06/07/2013. I believe the missing Quaggen Backpack Cover, Casual Hoodie, and Khaki Cargo Shorts were purchased with a combination of the gems bought on 06/05/2013 and 06/07/2013.

In addition, the hat that is missing is actually the Guild Wars 2 pre-purchase event celebration item I received for pre-purchasing the game prior to launch. It disappeared around the same time. I have included an attached picture of it I found online for clarification.
I hope this added information helps you in recovering the lost items. I appreciate your effort and time taken to investigate my issue and look forward to your response.

Thank you,

Response GM Master Mind via Email 06/29/2013 09:51 PM
Hello,

Thank you for contacting the Guild Wars 2 Support Team.

We were investigating your account, and we were unable to determine if the items were deleted of missing so at this time we are unable to fulfill your request, but we encourage you to contact us in the future we can help you with other issues or concerns.

Regards,

GM Master Mind
Guild Wars 2 Support Team
http://support.guildwars2.com/

Customer via CSS Web 06/29/2013 10:36 PM
Hello,

Thank you for looking into this matter for me. Please let me know when you have found a resolution to the matter. I would like to eithe rbe reimbursed (so I can purchase the items again) or have the items sent to me. Please let me know if there is any more information I can send that will assist you with this request. I am happy to provide confirmations, receipts, or bank account statements showing the dates when these items were purchased if needed.

I appreciate your hard work looking into this matter for me. I will await your resolution.

Thank you,

Response Vides via Email 06/29/2013 10:49 PM
Hello,

Thank you for updating us regarding this issue.

While we understand that you would have preferred to receive a different answer to your request, we must reiterate that we are unable to fulfill your request.

Kind regards,

GM Mises
Guild Wars 2 Support Team
http://support.guildwars2.com/

Customer via CSS Web 06/29/2013 11:04 PM
Hello,

While I appreciate the time you have taken to look over my situation, I need more
information about why my request has been denied. The reason I contacted you
originally is that I do not know what happened to the items either. I enjoy your game
and have so far been treated well by the first few support people I have communicated
with, but if my request is truly being denied because ArenaNet support does not know
what happened to my items, I do not think I will spend any further money with the
Black Lion Trading Co.
Please help me understand in greater detail why my support inquiry is being closed or
send my request to someone who can. I truly appreciate all your guys’ hard work but I
cannot simply write off $45.00 worth of goods without a reason.
I look forward to hearing from you soon and resolving this matter in what ever way I can.

Thank you,

Response Vides via Email 06/30/2013 01:42 AM
Hello,

Thank you for getting us back.

Please understand that we developed a deep investigation on you issue, and we couldn’t find any sign of loss of your items in our logs. The information contained in the logs is crucially important for any action involving restoring items.

I’m sorry we cannot do more for you in this case.

Please let us know if you have any additional problems or questions.

Regards,

GM Mises
Guild Wars 2 Support Team
http://support.guildwars2.com

Customer via CSS Web 06/30/2013 03:32 AM
Hello,

Thank you for getting back to me. I am appreciative for all the hard work your investigation into the reports and logs must have taken. I am still confused though as to what exactly happened to these items. If I had made a mistake of some sort and it showed I would completely understand, but from the responses I have received it sounds like you have no record of it and I have a purchase history showing it, but nothing in any of my inventories. There are other items I purchased during this time that I in fact do have on my characters (a quaggen and panda hat). The missing items mentioned should have been stored in the bank with them but they are not there. Please detail exactly how these were lost so I know what is going on. Were the items traded or sold or deleted? Has there been access to my account other than from california? This is more concerning to me than even losing the items was as now the problem could be greater than it originally was.
I don’t mind talking to whoever I need to or presenting whatever information is required to help pinpoint the issue.
Thank you for taking the time to work on this and respond in a timely manner.

Response Jose via Email 06/30/2013 04:07 AM
Hello,

Thank you for getting back us.

We are unable to check what happen to your items because we couldn’t find any sign of loss of your items in our logs. It is because of this that we are not able to provide you with a concrete explanation. In order to provide you with an explanation, we need the precise and exact date and time the items where lost.

I’m sorry we cannot do more for you in this case.

Regards,

GM Tanooki
Guild Wars 2 Support Team
http://support.guildwars2.com

Customer via CSS Web 06/30/2013 07:34 AM
Hello,

Unfortunately there is no way for me to know the exact date and time when they went missing. I do not have access to that information. The best I can do is the information already provided regarding when the gems were purchaed and what items I used the gems to buy. I can only say for certain that the items were there when my last character was created as before today that was the last time I checked my bank.

If your logs do not show they were removed and my inventory does not show them but my purchase history shows they were purchased, is that not clear enough to merit restoration of my items? I am unclear as to how if the logs are not showing the items being removed, how that does not show proof of everything I am saying. The items were not removed by me but are no longer there which cannot be the fault of some action I have taken otherwise it would show them removed.

I appreciate the time it takes to look into these matters and would be happy to patiently wait while the matter is further invetigated or further escalated if needed. The amount of work this team does for players must be overwhelming and I understand that some requests may take time to resolve.

Thank you,

Response Vilma via Email 06/30/2013 08:52 AM
Hello,

Thank you for getting back to us.

I understand that you lost some items you bought fro the Gem Store. I will be glad to assist you with this but I need a little more information about the lost. As I understand you are not able to provide exact date of the lost , but it would be helpful for us to know the last time you saw your items.

We will be waiting for your response.

Regards,

GM Ginger
Guild Wars 2 Support Team.
https://en.support.guildwars2.com/

Customer via CSS Web 06/30/2013 10:32 AM
Hello,

Thank you for reviewing my case. After som digging in my email conversations I found the day in question. Here is a summary of the issue as it stands now in it’s entirety.

I bought gems on 05/25/2013, 06/05/2013, and 06/07/2013. The gems were used to purchase the following items:
-World Transfer
-World Transfer (again)
-A few bank tab increases
-A quaggan plush backpack cover town clothes item
-A Panda hat town clothes item
-A Quaggan Hat town clothes item
-A Casual Hoodie town clothes item
-A Khaki Cargo shorts town clothes item

On 06/24/2013 I am sure all my items were in my account as I have a conversation to my friend about them and remember having to look at them in game to remember their exact names and prices. After scanning my inventory (bank and all personal character bags) and viewing my recently purchased log (to be sure there wasn’t a refund or rollback for some reason) I confirmed the items missing were as follows. No other items wre missing that are not on this list:

- One Quaggan Plush Backpack Cover town clothes item
- One Guild Wars 2 Early access celebration hat (see attached pic for reference)
- One Khaki Cargo Shorts town clothes item
- One Casual Hoodie town clothes item

The character used to view these items was since retired (for a new Norn Engineer character using the new mustache model added with the sky pirate patch) but was named _______(human Engineer).

This is all the information I have. I truly hope it is enough to help you find the issue and get my items restored.

Response Vilma via Email 06/30/2013 01:43 PM
Hello,

Thank you for contacting the Guild Wars 2 Support Team.

Using the information you provided we were not able to locate the lost of your items. Unfortunately, as we mentioned before; we are unable to restore this items or refund your purchases for this situation.

Thank you again for your patience and understanding

Regards,

GM Ginger
Guild Wars 2 Support Team.
https://en.support.guildwars2.com/

Customer via CSS Web 06/30/2013 02:30 PM
Hello,

I thank you again for looking into the matter for me. I would like to know exactly why my request is being denied. I have purchased the gems then used the gems on the items which according to your records no longer show up on my account. So far all we have been able to determine is that the items are not on my account which I completely understand as that is why I created the ticket to begin with. I do not know how to further clarify the situation to better express my predicament.

There has been a great deal of communication regarding this issue but I cannot seem to get that one thing answered though you all look into the issue individually (which I greatly appreciate by the way). If the fault is on my end I will happily accept that but I do not see what would cause such an incident where all the items would just disappear and you not have any record of it either.

Thank you,

Customer via CSS Web 06/30/2013 04:11 PM
Hello,

In update to my previous contact with support I would like to file a bug report. I believe the items missing on this incident are due to something wonky in game. If the logs do not show they were deleted or that the items were lost by another means this is the only logical solution I can come to. Please forward the information through the proper channels to inform whoever checks your bugs of my incident. I will leave this issue with them and ask only that if it is found that there was a bug that caused this, that I be refunded. Otherwise I will chalk this whole experience up to bad luck purchasing items for the first time in an MMO.

Thank you,

Response Julio O. via Email 06/30/2013 04:33 PM
Hello,

Thank you for updating us regarding this issue.

While we understand that you would have preferred to receive a different answer to your request, and we also know you want to know the specific reason why we are denying your request, is because we were not able to found any report where we can confirm you made those purchases from 06/24/13 till today 06/30/13 that is why we must reiterate that we are unable to fulfill your request.

Kind regards,

GM Quantum Vortex.
Guild Wars 2 Support Team
http://support.guildwars2.com/

Customer via CSS Web 06/30/2013 07:16 PM
Hello,

Perhaps that is wheere the confusion is. The items would not have been bought on the date of 06/24/2013. That is simply when I noticed them missing ( i believe). The items were purchased around the time gems were bought as I used what was left over after purchasing world transfers each time to buy the items. The dates for purchase as outlined previously would be in the range of 05/25/2013 – 06/07/2013. Sorry to beat a dead horse but if that is truly the miscommunication I had to try to rectify it before giving up. Please let me know if this clarification resolves the issue.

Thank you,

and what will likely be the final communication on this issue… :/

Response Julio O. via Email 06/30/2013 09:44 PM
Hello,

Thank you for updating this issue.

I am so sorry for the miss understanding on my previous response, that was my typing mistake, the dates I used to verify the report was in deed from 05/24/13 I reviewed from one day before you stated the purchase was made until today 06/30/13, that is over a month of reports with no transactions located, at least not for the items you mentioned, I am sorry for this inconvenience.

Thank you for your understanding.

Best regards.

GM Quantum Vortex.
Guild Wars 2 Support Team
http://support.guildwars2.com

Customer via CSS Web 06/30/2013 09:49 PM
Hello,

I understand. I just thought maybe I had figured it out for a moment. Thank you for responding and looking into the issue anyways. Please give a strong thank you to everyone who has worked on this issue for me.

Thank you again,