I encounter 2 incident that prompt me to contact Gw2’s support recently.
First, when purchasing a super sword skin, I accidentally brought a super greatsword skin. Contact support about switching the skin, but nope, support deny the request. Fine, atleast the skin is account bound and I might use it for one of my alts.
Today I went to purchase a Twilight Arbor medium gloves for my ranger. Because my party is waiting for me in SAB, I am in a rush and brought the light armor gloves instead of medium armor gloves. Contacted support again and again after several hours, support reply that while they like to be able to refund, they cannot do so at this point. So, I am left holding on with light armor gloves that are absolutely useless to me.
Why the heck would you let a medium armor class buy a light armor that is soul bound?
Years ago in another game, LOTRO, I encountered a similar problem. During a festival event I grind enough tokens and silvers to purchase a festival mount. Unfortunately, I purchased a pony, which is only usable by hobbit race, while my character is a human. I was annoyed and contact their support. within 15 mins, a friendly GM contact me and swap the token for me.
Now, thats what I call good support. I was unhappy that their programmer did not do a racial check when purchasing tokens, but the quick fix by their support make the bad experience into a positive one.
After six months of subscription to LOTRO, I was happy enough with my in game experiance that I eventually purchased lifetime membership for 2 accounts. Compare this to Gw2 where aside from launch, I only brought gems with cash once, as a response to culling being fixed in WvW.
Gw2 does not have a subscription, whether I spend cash in it depends heavily on whether I am satisfied with the game or not. The level of support I am receiving however, isn’t making me happy at all.
