Customer Service Concerns

#1 - Aug. 17, 2013, 5:40 a.m.

I just had an interesting incident with customer service, and I’m not quite sure what can/should be done about it.

I accidentally transferred to another server, instead of guesting. I readily admit this was my fault. I got distracted by something in real life while I was guesting, and ended up transferring. I realized what I did immediately and sent in a service ticket immediately.

The customer service rep saw fit to place me back on my server, but it was apparently not possible to refund the gems I spent. $25 is a pretty big mistake to ask a customer to eat….particularly one that spends quite a bit of money on gems…specifically to support the company.

The thing is, this happened to someone else in my guild about a month ago, and they were refunded their gems, so I wonder why this can be done for them and can’t be done for me.

I’ve already decided not to buy gems until I’ve paid myself back four times over, but that’s not really the solution I’d prefer. I don’t want to punish Anet for one customer service decision. By the same token, I know of no business on earth with someone buys a product accidentally and can’t get a refund for it a minute later. More to the point, they’re not even giving me back cash…they’re refunding gems that I’d just spend anyway.

Frankly, I’m not sure what the policy on this is, but I’m very dissatisfied with the way customer service has handled this complaint.

Edit: [Incident: 130815-000460]

Gaile Gray

#4 - Aug. 17, 2013, 8:16 p.m.

I’d have to have a lot more information to really do justice to this request for info. For instance, I can’t compare two cases unless I know who was involved in both issues. I have your display name, so I could look into your side of the matter, but comparing it to an anonymous person — verifying what happened, up to and including the claim that gems were refunded for an identical situation? — requires more info. Please update your ticket to provide the name of player, approximate date of incident, amount of gems allegedly refunded (and I don’t say “allegedly” to be rude, but because I just don’t know the facts yet). Please ask the CS Team to let me know that you have updated the ticket and that they should ping me when you have done so, at my request.

Thanks.

Gaile Gray

#8 - Aug. 18, 2013, 10:12 a.m.

Vayne.8563:
Thanks Gaile, customer service refunded my gems after all, so it’s all good. I knew it was just a misunderstanding.

I’m quite happy to keep buying gems to support the game, as I have from day one.

Thanks a lot for letting me know that all is well. I’m glad it was resolved in your favor and thanks again for your patience in this situation, and your support in general!