Several people are asking for refunds for town cloths because Anet disabled town cloths in WvW. While I am not personally affected, guild mates of mine and friends of mine are so I do have an interest in this issue.
To the players:
This is the latest message from support on the issue, they are currently talking it over – and hopefully Gaile/(another anet rep) will be able to chime in on Monday.
“We understand you are upset about this situation of the refund you are requesting and also because your Clothes purchased are no longer working. We cannot guarantee that any refund will be applied to your account but we wanted to ask you for more time to solve this situation, we are actually discussing this incident with Arena Net to see if an exception can be made due of the high importance of the issue, so please bear with us while we investigate with them and once they deliberate, we will update this ticket for you with a resolution and with a response.
In advance, we appreciate your patience, constant loyalty and passion towards our game!"
- https://forum-en.guildwars2.com/forum/wuv/wuv/Refunds-for-town-clothes/page/2#post3296798
To Arenanet:
I also have an issue with the messaging support representatives have been giving people that have made the refund request to support.
Particularly this line:
“We encourage you to exercise care when conducting all your gem transactions.”
While it may be with good intent, this line seems to lay the blame on the player after support initially refused the refund. This wasn’t an issue with a mistaken purchase, this is an issue with plainly not being able to use something ~98% of the time these particular players play the game as they spend most of their time in WvW. A player cannot predict, or should not be responsible for radical changes made by the development team. Its one thing for skills on the toys to be changed as needed, its quite another to make an item unusable then tell the player to “exercise care when conducting all your gem transactions”.
I suggest a review on what cut and paste responses are acceptable to certain requests. I do understand the support reps have to churn through probably hundreds and hundreds of requests per day – but being made aware of game changes that might trigger refund requests should be apart of their internal knowledge base.
