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Gem Purchases

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bulladin.7340
#1 - July 18, 2014, 2:14 a.m.
Blizzard Post

I had purchased the following Items as they were being released this month with a exception of one.

Watch-work mining pick, and Frost-wasp logging tool. The Thresher sickle 5000 was gifted to me from a friend.

My issue is yesterday when the server became unstable. I decided to log off. I came back later that day only to return to find out my three gathering tools were missing from my main character. I believed I may have misplaced them on one of my alt-characters. But after checking all of my alt characters I did not find my gathering tools.

I followed protocol and made a support ticket for the return of my items.(Thinking I could get these items returned to me hassle free). I was uncomfortable with the response I received from Anet’s support team.
————————————————————————————————————————————————
“Hello XXXX,

Thanks for providing the additional information that we requested.

The support team is unable to replace individual items in most situations. However, we were able to make an exception for you in this particular case. Please be very careful because it is
extremely unlikely that we will be able to provide another replacement like this for you in the
future.

We were able to replace the item you bought. The Sickle cannot be replaced to your account as it was purchased by someone else. You will find the replacement items in your mailbox. Please be careful to remove it from the mail using the correct character. Thank you for your patience.

Regards,

GM Master Mind
Guild Wars 2 Support Team".
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Due to the response given to me on the e-mail my friend also needed to make a support ticket to return my gifted item.

While I appreciate my items being returned in a timely fashion. I do not understand why items that are purchased with real cash via “gems” could not be replaced without hesitation or questioning. I am investing money and feel that I should be treated as a valued “customer” and not be warned to make any mistakes again. Which in fact I did nothing wrong and feel the latency issue played a major part in this occurrence. I would also like to know why they put options on these items to accidentally remove them from our accounts.

Emails Attached below.

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Gaile Gray
#9 - July 21, 2014, 5:04 p.m.
Blizzard Post

You’ve made quite a few erroneous statements in this thread, and therefore I am going to share some information and then close the thread.

  • We definitely do have tools that allow us to track purchases. We do not deal in “assumptions.”
  • The statement about making an exception is accurate and appropriate. It would be wrong and potentially dangerous to engage in a constant stream of item replacements.
  • The request that a player use care in handling items is also fair, because if players use care, there will be fewer tickets of this nature which means that everyone gets faster service.
  • Gifted items are handled differently, and on a case-by-case basis. We have records of those, but it’s appropriate to deal with the actual buyer and not the recipient.
  • Every agent is highly motivated to help. The team is made up of human beings, which means they may make the occasional error. However, no one is in — or retains — a position because he or she “does not really want to help.”

If seems from your comments that you had a corrupted files, and that everything now is fine for you. I just wanted to clear the air about the various assertions you made.