Correct skin selected, wrong one awarded

#1 - Oct. 25, 2013, 8:53 p.m.

I got my 4,000 achievement chest yesterday and selected to have the Greatsword skin as the reward. Today when I went to withdraw a skin BUT it’s the normal one handed sword skin NOT the one I selected.

My husband and both triple checked I had selected the correct one before pressing accept so I know the error is not mine.

I submitted a ticket and have just had a response which is basically blaming me for making an error when I did NOT!

To quote the email:

Thank you for contacting the Guild Wars 2 Support Team.

We would like to provide you with single-use copies of the skin you have requested. Ten copies of the skin have been provided to cover multiple characters. Please check your in-game mail to accept your new skins. If you don’t see our in-game mail, remember there is a 10 mail maximum so simply delete a few mails and you should see it.

Please be very careful with all future achievement reward choices that you make. The Guild Wars 2 Support Team does not intend to assist with additional requests for help with incorrect achievement reward choices.

It could just be me but I think a reply like that is totally uncalled for seeing as I did not make an error in the first place and stated this in my original message which has not been read correctly.

I sent a reply to the above email and got one back saying about the new support system so does this mean I have to do a new ticket?

Gaile Gray

#5 - Oct. 29, 2013, 3:41 p.m.

Eggs On Legs.4805:
Sorry to post again but it’s been 4 days since I replied to message from the support team and all I’ve had is an email asking me to do a survey on the support that was given.

What do I do?

The agent responded to your ticket on Friday. Can you please check spam, junk, and any other mailboxes to see if you got that response? Also, please check your in-game mail for a remedy for this situation. Please update this thread with info on what you learn with looking for the ticket and the in-game mail. Thanks.

Gaile Gray

#7 - Oct. 29, 2013, 4:51 p.m.

Eggs — we don’t have a bug in the system. I’m sorry, I know you believe you chose properly, but this happens from time to time and it never has been found to be a systemic issue. If you select one item but are previewing another, you may think you get the one on screen, but you get the one that is actively selected. If you go by name alone, the type of item is not always clear. For instance, the regular sword has “sword” in the name, as I recall, but the Greatsword does not.

Rather than handing out items — which generally we cannot do — and rather than saying “Sorry, deal with it (user error)” we provide the skins that you received. This allows you to place them on items of your liking. We do not have the technology to change what is displayed in your achievement panel. It’s something we’d very much like to offer, but at this time that’s simply not possible.

So the answer and the sending of the items does appear to have been correct, as far as what we are able to provide.