Guild Wars 2

It looks like the ArenaNet strategy is to fix the bug and not refund on the premise that the feedback will die down, so they simply ignore the issue and save having to actually do any work to recover it or make good. Terrible service, but most likely the most profitable for ArenaNet.

Discussion Thread
 Response Via Email (Jamelle B.) 09/26/2012 11:44 AM
Hello Gamer ,

Thank you for contacting the Guild Wars 2 Support Team. We would like to be able to offer refunds or exchanges for things such as items purchased accidentally, but at this time we’re unable to make these kinds of adjustments to characters. For the foreseeable future, all in-game purchases such as those made with Karma, gold, or dungeon rewards are final, so take some time to think things over and use caution when buying from vendors. I’m sorry that there’s not more that we can do in this case. Please let us know if you have any other questions or concerns.

Regards,
GM-Jay Beeze
Guild Wars Support Team

Summary, they do not care, this is fraud as people pay real world cash to lose thier money. I will be reporting the incident to MasterCard

This is just really bad PR. Its definitely game breaking if people loss all their net worth in the game.

I purchased 10g worth of gems on the morning of the TP outage, around 6:30am UK time. The transaction did not go through but when I logged the next day, the money had been taken from my account and the gems were not credited.

@Gaile
The thing with errors in computer transactions is that if they led to accurate logs of the problem then the recovery system for the transactions would have fixed them automatically. The fact that it broke and did not recover properly is why ‘your logs’ do not show anything and hence why we did not get our money recovered. The fact we are telling you that it broke is the evidence of the problem, not your broken transaction system in your DB.

GaileGray.9587:

I’ll post some tips again, because they helped a LOT of players, and also share some info. Your gold is not across your account, but on each character. Sometimes when a player looks in each character individually he/she finds the “missing” gold on another character. I hope you’ll give this a try.

Additionally, what we’re finding is that sometimes there is lag in a transaction — not just a few seconds, but occasionally an hour or more! So before assuming that the issue is permanent:

• Check all your characters.
  A: Done and nothing

• Log out of the game completely.
  Aone many times, and has not helped resolve the issue

• Check again several hours later.
  A: Its been over 36 hours now

• Be aware that even if you cancel a transaction, you will still be dinged for the 15% fee, so that that into account when calculating what you should have.
  A: I only order 2650 gems (approx) for 10g. The gold was taken, then gems never arrived.

GaileGray.9587:

Having said all that, we should be able to look at logs and see if we can figure out what happened. But the reason I’m offering the suggestions above is that we’ve done some of that research and we’ve found the player got his gold or stuff and all is well. So I’d like to be sure I don’t ask for dev time unless there’s a real issue.

I’ll speak with our expert on this subject and get an update on this.

A: I am a professor of databases at a UK University, sadly if the transaction failed the logs will likely have failed too. Presuming you use atomic transactions. This might explain why you feel there is not an issue when we know there has been.

MOST of the issues centre around the period where the TP was briefly back up. Clearly there were some issues hence it was brought down again.

GaileGray.9587:

I’ll post some tips again, because they helped a LOT of players, and also share some info. Your gold is not across your account, but on each character. Sometimes when a player looks in each character individually he/she finds the “missing” gold on another character. I hope you’ll give this a try.

Additionally, what we’re finding is that sometimes there is lag in a transaction — not just a few seconds, but occasionally an hour or more! So before assuming that the issue is permanent:

• Check all your characters.
  A: Done and nothing

• Log out of the game completely.
  Aone many times, and has not helped resolve the issue

• Check again several hours later.
  A: Its been over 36 hours now

• Be aware that even if you cancel a transaction, you will still be dinged for the 15% fee, so that that into account when calculating what you should have.
  A: I only order 2650 gems (approx) for 10g. The gold was taken, then gems never arrived.

GaileGray.9587:

Having said all that, we should be able to look at logs and see if we can figure out what happened. But the reason I’m offering the suggestions above is that we’ve done some of that research and we’ve found the player got his gold or stuff and all is well. So I’d like to be sure I don’t ask for dev time unless there’s a real issue.

I’ll speak with our expert on this subject and get an update on this.

A: I am a professor of databases at a UK University, sadly if the transaction failed the logs will likely have failed too. Presuming you use atomic transactions. This might explain why you feel there is not an issue when we know there has been.

MOST of the issues centre around the period where the TP was briefly back up. Clearly there were some issues hence it was brought down again.

I was playing on the 20th of Septemeber 2012, 6:30’ish UK time, I was buying a large amount of gems and clicked the buy button, it grayed out as if it was clicked and then the TP went down and would not operate at all. The gem store also stopped working at that point. I had around 28g so I could see the purchase did not go through.

I logged again today (21st, again around 6am UK to make the purchase) and found the money had gone from my account (10 gold), my account was down to 18g or so at that point but the gems were not credited. Please investigate this as its a sizable loss.

RE: LOST transaction and GOLD from GEM purchase:
I just posted having experienced the same issue yesterday, but for a 10gold purhcase

I was playing yesterday morning 6:30’ish UK time, I was buying a large amount of gems and clicked the buy button, it grayed out as if it was clicked and then the TP went down and would not operate at all. I logged again today and found the money had gone from my account (10 gold) and the gems were not credited. Please investigate this as its a sizable loss.