Guild Wars 2

Early today (7/15), I deleted one of my character slots to make a new character. I had an item on the character that I purchased thru the gem store. (Plush char backpack). After submitting a ticket thru support I was told that I cannot get the item back and to be more careful. No one is to blame but myself, but it did happen and I’m sure that it has happened before for others. Which leads me to wonder, if there are digital items for sell, which can be accidentally destroyed, then why isn’t there a retrieval system? Blizzard has one. I now have lost trust in any future purchases b/c I know if something happens (murphy’s law) that I cannot rely on getting that item back. After all it’s not a tangible item, that cost(s) anything to continually make it. Its a virtual item, which I feel should be able to be restored. I’m not even asking for a refund, just my item back. Please tell is there another process other than buying more gems to get the item?

The process is to be careful before you do things. If you have a character you want to delete, empty him before doing so.

I’ve probably lost over 10 gold in deleting characters because I got careless. Following that I even lost my Molten Pick doing the same thing, but it was soul bound. I would have just used the character as a harvesting toon if I had thought it over first. LOL. Now I always, always take everything off of them but the soulbound stuff. It is a bummer but I have found in this game and others that it is best to take a little time when doing such things to avoid the issue.

I hope this doesn’t sound like I’m talking back, but I don’t think I’m the only one who finds it wholly unacceptable that this is the policy for gem purchases. I know enough about how backups and restores work to understand that your company cannot offer a restore every time someone makes a mistake, but why is there no system in the game to help someone protect the purchases they make using real money? The first game was nothing like this. If you purchased a cosmetic item from the store, all you had to do was go to an NPC to claim it on any one of your characters. If you later wanted to make room in your inventory and then go back and get it, you could do that. If you accidentally deleted the character you were using it with, no big deal, you just go back and get it.

What boggles my mind even more is that you already have a system in place for this – the Hall of Monuments. Where everything you unlock is available to all your characters free of charge. If you’ve purchased a cosmetic item from the gem store why can’t it be unlocked in your HoM so that you can replace it if you need to?

Maybe the reasoning is that you only want one item to be available after purchasing the item rather than being able to duplicate it for all one’s characters after purchase (the way it was done in the first game). If that’s the case, I get that. But surely you could still utilize the existing system somehow to allow players to get one replacement item from the NPC if the item is no longer present on their account. Surely this isn’t an unreasonable method of support for paying customers who are only human and, thus at some point in their life, subject to human error no matter how careful they are?

Edited to add that I think this is even more important for limited time cosmetic items that you can’t just replace if you inadvertently delete them. Someone else said they deleted Rox’s quiver by mistake and can’t just buy another one no matter how much they might want to.

They refused to restore an irreplaceable event skin for me. They spent days researching whether it was their fault. It would have been cheaper and faster to just restore it. Would have cost less manpower and they’d still have a customer.

LeCreaux.3087:

They refused to restore an irreplaceable event skin for me. They spent days researching whether it was their fault. It would have been cheaper and faster to just restore it. Would have cost less manpower and they’d still have a customer.

So you decided to necro a 4 day old thread to complain about this again. Perhaps non-customers should not be posting on a message board for customers, particularly a sub-forum that is specifically for customers with account issues.

JustTrogdor.7892:

LeCreaux.3087:

They refused to restore an irreplaceable event skin for me. They spent days researching whether it was their fault. It would have been cheaper and faster to just restore it. Would have cost less manpower and they’d still have a customer.

So you decided to necro a 4 day old thread to complain about this again. Perhaps non-customers should not be posting on a message board for customers, particularly a sub-forum that is specifically for customers with account issues.

Yes. They have a product to sell and I’m a consumer with money to give them. But it’s not automatic, they have to earn it. This how they find out how to earn it.

For now I’m giving their money to a competitor. But if ArenaNet addresses the item restoration issue I’ll consider giving them money. For now it’s too much of a risk.

LeCreaux.3087:

JustTrogdor.7892:

LeCreaux.3087:

They refused to restore an irreplaceable event skin for me. They spent days researching whether it was their fault. It would have been cheaper and faster to just restore it. Would have cost less manpower and they’d still have a customer.

So you decided to necro a 4 day old thread to complain about this again. Perhaps non-customers should not be posting on a message board for customers, particularly a sub-forum that is specifically for customers with account issues.

Yes. They have a product to sell and I’m a consumer with money to give them. But it’s not automatic, they have to earn it. This how they find out how to earn it.

For now I’m giving their money to a competitor. But if ArenaNet addresses the item restoration issue I’ll consider giving them money. For now it’s too much of a risk.

It’s ok. Since there’s no subscription fees, your account will exist forever. So you can come back to the game whenever you want.

LeCreaux.3087:

Yes. They have a product to sell and I’m a consumer with money to give them. But it’s not automatic, they have to earn it. This how they find out how to earn it.

For now I’m giving their money to a competitor. But if ArenaNet addresses the item restoration issue I’ll consider giving them money. For now it’s too much of a risk.

It has been explained on this forum many times by staff that they do not have a system set up to replace items due to user error. Your situation is unfortunate but the error occurred on your end when you transmuted the wrong item, not theirs. If they responded to every player saying they accidentally deleted the wrong item or transmuted it wrong they would be hammered non-stop. Most of these claims would probably be false anyway with people claiming it was an accident when really it was just a decision they wished they had not made.

If you are so adamant about this issue then perhaps you should start a post in the suggestion forum with a well thought out explanation on how they could offer such a service. Necroing these threads only makes it look like you are trolling the account support forum because you are bitter over a mistake you made.